Consumer complaint received 2021-02-17
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:
On XX/XX/XXXX I attempted to use my B of A card to make a purchase at XXXX XXXX for close to {$70.00}. The card was only authorized for just over a dollar. I told the cashier, that cant be right because I had just received my UI benefits payment a couple days earlier of nearly {$700.00}. She attempted to run again with same outcome. I used another form of payment, and went straight to my car and investigated. I logged onto my BofA account to see that a couple days prior someone had used an ATM to check the balance on the card, then proceeded to drain {$700.00} out at one time, reducing my balance to just over {$30.00}. ( I got {$30.00} of gas on the way to XXXX XXXX completely unaware of what had transpired. I immediately called the number on the card and B of A transferred me to claims where I was disconnected. I called back, and was able to speak to someone who told me that they were sending a replacement card in 2 days, and I was able to file a claim. They said in 10 days I would receive some important paperwork that I needed to immediately fill out and return. I was upset, but relieved that a claim was in process. In a little more than 10 days, I received a letter informing me my case was closed. Then began my frustrating attempt at getting any information about why my case was closed. I have always used a nice demeanor, and been patient with the agents, but have either been denied access to info on my claim, been accidentally disconnected many times, and on my 6th call, they asked for my phone number as they said they didnt have it on file. ( I provided it during initial claim ) 8th call a lady said she put what was called a freeze tracker on my account and that it should have been placed on my account in beginning. I have notes written all over my claim closure letter, as well as a recording of one of the agents one of the several times they told me that XXXX was responsible for the freeze. I called XXXX a total of 3 times throughout the process because B of A said it was their fault. Each time XXXX told me it wasnt them and that they know they are talking to me, my XXXX account is open and fully functional, and that B of A is the one who needs to lift the freeze. I have been passed back and forth like a tennis ball wasting literal hours and days on the phone on hold or trying to get through. 
I should tell you also, I immediately called XXXX after I initially called B of A to report to them that my card had been compromised. I switched to paper checks as I dont trust the card, and have since received a check for my continuing benefits. I am all good with XXXX, its Bank of America that is the problem. 
My last call so far was yesterday where the agent again told me my account was still frozen and there is no estimate on when it will be taken care of. 
I am beyond frustrated as I have been finding story after horror story of the same thing happening to people and their money being tied up in B of A for upwards of 6 months or more. I cant afford to wait that long for {$700.00} .. it may be little to some but its a lot to me. I dont think B of A should be able to continue to get away with these practices that are absolutely leaving their customers in a terrible lurch. The agents are lying to the customers, diverting them away to buy time, and doing many other extremely, in my opinion unethical things to avoid paying claims. It was my money.. I was the only one who had knowledge of my PIN number and my card has never left my wallet. I dont even know how someone had a copy of card and the pin. I need help and I think this company should pay for what they are doing to people. I will continue to receive my benefits in paper check form and never patronize B of A for any banking services as they are dishonest and fraudulent in their own right.

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