Consumer complaint received 2020-07-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
This complaint involves my EDD Unemployment Insurance funds. I feel that my identity is compromised and Bank of America EDD Card Services are ignoring my request to have access to the funds which have posted. Having been displaced and experiencing hardship the service has failed to explain the reason/s for discrepancies in actions to withhold access. It can only be described as oppressive in nature. The main complaints/concerns include : -Inability to see the status of account ; balance, modifications in availing a card and cancelling. 
-Denying time-frame or remedy to address multiple errors. Not being transferred to a supervisor and hanging up despite waiting. 
Similar to troublesome accounts posted on social media and articles from news agencies it is my deepest regret that the actions seems retaliatory. My card was stolen and reported it immediately on XX/XX/XXXX. Having updated my address prior to certifying and ordering a replacement card they refused to make the contact change. So they sent it to my old permanent address in XXXX XXXX which is an hour commute. The issue to my knowledge was expedited and I waited for the card and notification by my children who still lived in the residence. After the five business days I contacted BOA/EDD and they canceled the card and for some reason updated my address. After receiving my card past 10 days it has been closed due to as they claim the ordering of multiple cards. They have placed me on a hold and any transfer to the fraud department is not answered. Only once was I able to connect and the representative in the department was experiencing stress and emotional instability which I have reported in order for the wellness of that individual be checked. I do not understand their processes and honestly it is disorienting. An open fraud case which they implemented closed and re-opened more than twice defies transparency. Imagine if an identity theft victim being told that we can not share you the details as a response, or any action to remedy the account can not be provided. More so, withholding if any imminent danger is substantiated. A beneficiary should not be in fear, neglected, or finances abused. I deal enough with regards to my mental health and welfare on a daily basis. It is difficult and unnecessary to withhold access. 
The uncertainty and lost motivates me to plan and budget my search for employment and housing. Can the FDIC help with this issue which the agency nor the financial institution have become desensitized to my follow-up. Entrusting protection of privacy? Now is a time as good as any to rely advocacy. Please contact me at your earliest convenience. I am in the healthcare field, this year I have worked in XXXX California and due to unfortunate circumstances havent secured my goals. So I moved back to familiar counties from where I lived and somewhat closer to my children. The actions are beyond reasonable and as a whole should be evaluated. I can not even reconcile my transactions to check for fraudulent purchases. But the defying circumstance is that EDD works as a safety net but I feel BOA does not align with those interest. Hoping for your kind consideration and 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