Consumer complaint received 2023-05-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MO
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:
Unauthorized purchases totaling { {$22000.00} } we're made against my Bank of America XXXX XXXX, which is where my unemployment benefits from the state of California were posted. I filed a dispute request on XXXX  of XXXX. On XXXX, Bank of America denied my request for provisional credit.stating the card will simply be reissued seen on my Cfpb account On XXXX  of XXXX, and in my requested my claim packet before this claim was to be reopened based on the class action lawsuit against Bank of America. This judgment clarified provisional credit must be granted and disputes must be reopened for claims made against this prepaid government benefits card. It has been over 90 days, and this dispute still has not been resolved. I have not received any edd payment or provisional credit. On XXXX I called the customer service line at XXXX XXXX processing, and spoke to a customer service representative, who advised me my claim had been escalated to an escalation team and that provisional credit was not required to be granted as I dont think actually happened as Bank of America made a decision within XXXX days of me filing a dispute.and stated I only have {$7.00} on a card I never spent unemployment on and been waiting the last 3 years, There is nothing in the Code of Fedderal regulations that states provisional credit will not be granted if a decision and determination regarding the claim is made within 10 days. Bank of America has exceeded the 90 day time frame as specified in the CFR, denied my request for provisional credit, and did not complete their investigation in a timely manner. I am requesting provisional credit to be credited to my account immediately, and I want Bank of America to provide me a written explanation of their investigation findings, which was conducted in XXXX  of XXXX. There is no way that a thorough investigation could be completed XXXX  days, given the number of claimants during this time who had disputes against Bank of America for unauthorized purchases and transactions taken out from their XXXX benefits. They tried to tell me I have to confirm my identity after I just got the new card because the original card was hacked or stolen, I wrote the company my phone died talking to escalations they made it very hard to place the claim which I have stated in 3 closed complaints before this one the card finally came in the mail aboutt 80 days ago and I activated it when the other dispute packets came in which I will tag to this dispute, didnt want to activate it online due to not getting it last time and last time somehow it was activated and used its been mail theft and internet theft in my area and Im pretty sure this is what happened, I have the new card and still cant get help, this is due to the bank not wanting to work with me about true matter and stated I never put a claim in but again I was hacked and could verify myself until XXXX  in the bank eyes, asked me to verify myself due to not having a card this is pretty crazy I got the card now still attached in the envelope. I will not accept 90 more days asi will like to seek max penalties towards Bank of America for trying to send the investigation packets as if The thiefs never happened asked me to call back in and go trough verifying myself but cant due to no one understanding whats going on, when I call the number that is given on the complaint and extension due to my privacy Bank of America tells me its not a number they transfer to and is unsafe, Total run around, the claim had to be restarted due to the bank not verifying me and is in denial of the law wanting another 90 days, please in force a fast reply would like to apply max penalties if no response within 10-15 days in the portal due to what the law is as well as make any response public as they dont want to talk to me when I call.and a bunch of back and forth calls to a regulator that not even on the same time as any clients, let taking it goes straight to a message to even reach a regulator for this matter.

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