Consumer complaint received 2020-12-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX I received a text notification from my Bank of America prepaid account stating that my balance was less than {$100.00} it seemed at XXXX someone went to the Bank of America branch in XXXX and withdrew {$700.00} cash from my account which I was 36 miles away and had not authorized anyone in and had not done it myself in a panic mode because that was the last of my money I called check my balance and called the bank after a few times I reached out to customer service and filed my card as stolen last they ordered me a new card and told me to call the next day on Monday to speak to a claims customer service representative which then the following day XX/XX/XXXX I did with no availI tried multiple times being hung up on all day long frustrated I tried again the next day and I finally reach somebody and got my claim made she said it looked as though my card had been copied her counterfeited and use without my authorization said my money would be refunded into my account within 24 hours and I need to sign an affidavit and they would send me all that I need to do with the paperwork in the mail and to expect that and to be quick about responding I said yes no problem I asked if I needed to do a police report they informed me no I did not and thats usually the banks job so I was going upon the advice Ive gotten from their customer service claim representative. I wait for the mail after a few days I called and he said that it was on the way so I waited more. I received a letter on XXXX XXXX giving me a claim number and telling me that it was closed because they believe the counter claim has been subject to fraud or suspicious activity any temporary credit which none was given to me from your account and reflected on your available balance of any there was XXXX credit given to me and nothing had been done because the letter was written the day after I had filed my claim in spoken to a claim representative once again I got on the phone trying to get a hold of them. Was told to fax them my affidavit my identity theft claim report and any other information that I had or that was needed to escalate this and they took informed me that my case was escalated and I dont know what escalated means but Im assuming that was reopened on the XXXX I had sent them via fax six pages including my affidavit identity theft report a copy of my notice of furnitures of information and a follow up letter informing them of my unauthorized use and legitimate claim Stating that I would like them to give me any information they had as I would give them any information I did on the Progress and the facts they had or needed regarding this claim! It is now been over 45 days I am unable to reach them and this is not been resolved nor has there been any money refunded to my account I have no phone behind on my rent and no assurances that this will be resolved anytime soonMy livelihood is based upon this income I am a XXXX  XXXX and I have no idea whats going to happen to me after the new year so please refund this money as soon as possible my life is pretty much in your hands thank you

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation