Consumer complaint received 2020-11-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
On XX/XX/2020, I noticed fraudulent activity on my XXXX  Bank of America card and contacted Bank of America to report the activity. The first representative informed me that a new debit card would have to be shipped to which I agreed. She also informed me that while I waited for the card, my account would be frozen due to the card which had fraudulent activity being closed to avoid further unauthorized activity. I was then transferred to the fraud department with Bank of America and went through the steps to report the activity. The deduced payment was reimbursed into my account and the representative informed me that a mistake occurred due to an error on the first representative side, and a new card would be shipped. She informed me that I would be receiving two cards in the mail and gave me the last four digits of the one I should use. Three weeks passed and I grew concerned because I had not received any of the two cards from Bank of America. I called Bank of America and they informed me that they had no way to track the cards shipped out, but could see that they were shipped. They also informed me that they were unable to send a new card out because my account was closed and directed me to the XXXX  to inquire about my status being closed. I contacted the XXXX  multiple times and they repeatedly advised me that there were no issues with my account with them and I was still receiving payments. They recommended I contacted Bank or America again since everything on the XXXX side seemed normal. I called Bank of America and was directed to call XXXX multiple times and they claim that XXXX has closed my account with Bank of America due to fraud. The fraud was originally reported to Bank of America only, since the activity was on my debit card, not my XXXX account. Eventually after speaking to multiple people within the XXXX fraud department, they informed me that due to an error when attempting to transfer my payment through direct deposit, my account was changed and I am now going to receive paper checks, which I have been for two weeks now. I attempted to explain to Bank of America that I simply want the current balance from my account and am no longer concerned with continuing to bank with them but they refuse to provide me with assistance or guidance as to how I can resolve this issue other than directing me to XXXX. I explained that the first representative informed me that she was going to place a freeze on my account, but they claim they have no record of it. Ive called them around 8 times, and have been on hold for over 2 hours every time Ive called. Ive spoken to numerous people in the fraud and risk department. The last time I called, the representative refused to transfer me to a manager and finally when she agreed to transfer me, she transferred the call to the general XXXX number after I had been on hold for 3 hours. My concern is I have money in my Bank of America account and i am not being allowed access to transfer or withdraw my funds.

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