Consumer complaint received 2023-05-30
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: Charged for a purchase or transfer you did not make with the card

Complaint:
XX/XX/XXXX - Received a phone call from BofA EDD Fraudulent line that there is suspicious activity on my BofA EDD Prepaid card. I was in XXXX and tried to pull money out of the card but I was denied. I called them after our family vacation. When I looked online discovered 1 fraudulent charge on XX/XX/XXXX for {$10.00} that was not mine, and 3 of my unemployment payments were transferred into a checking/savings account that was not mine, causing my balance on the card to be {$0.00}. I also noticed that my email, phone number and security questions were changed. 

This person stole my money and was able to get into my online account at least 3 more times after my first call to BofA to report the fraudulent charge and missing money. 

Fraudulent charges and transfers : XX/XX/XXXX XXXX XXXX XXXX, Georgia XXXX XXXX, ref # XXXX, {$10.00} XX/XX/XXXX Transfer to an checking/savings account {$810.00} XX/XX/XXXX Transfer to an checking/savings account {$810.00} XX/XX/XXXX Transfer to an checking/savings account {$220.00} XX/XX/XXXX Transfer to an checking/savings account {$810.00} I have persons phone numbers : XXXX ( on XX/XX/XXXX ) XXXX ( on XX/XX/XXXX ) XXXX ( on XX/XX/XXXX ) The email they were using is XXXX BofA did refund me my money. I pulled it out right away and asked both BofA and EDD to close my prepaid card. Both told me they could not close the account and that the other agency had to do it, so I need someone to close the account. In the meantime, BofA has cancelled the pre-paid card, and EDD is mailing me checks instead. 

But on XX/XX/XXXX I received another email stating that my profile information was changed again, and was done through a BofA agent, which would be by phone. I called BofA and told them about this. I spoke with XXXX at XXXX. She changed the email and phone number back to my correct information. I changed my password and security questions. I asked them never to change my email and phone numbers again. If someone is asking, then they are fraudulent changes, and to notify me. Unfortunately, they successfully changed my information again 2 more times. 
XX/XX/XXXX I filed a fraud/ID Theft report to EDD online, case # XXXX. 

XX/XX/XXXX I went to BofA Branch and had them look to see if they had an account open with my SSN. one was found. I pulled out my latest payment of {$810.00}. I called EDD to switch to checks and close the BofA prepaid debit card. 

XX/XX/XXXX I received a call from BofA Agent who had the perpetrator on the other line trying to change my information again. Thank goodness she called me to confirm my information, and stopped them from accessing my account again. Finally, someone took action to stop this cycle. I filed another report and a complaint with XXXX at card holder services and XXXX with web support, and XXXX at the XXXX department. 


XX/XX/XXXX - Filed a report with FTC.gov but then was transferred to Consumer Financial Protection Bureau since it involved a BofA EDD Debit card. I am also going to reporting ID Theft with the 3 credit bureaus and with SSA. 

If you want my BofA statements and screenshots of the profile info with the perpetrator 's phone number, I can provide it to 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 monetary relief