Consumer complaint received 2021-05-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
On or around XX/XX/2021 I attempted to use my unemployment debit card, issued by Bank of America, at a Casino ATM in XXXX, NV. I have used the card at casino ATM 's in the past without any problems. Since there are no Bank of America ATM 's within 50-100 miles of where I live, I frequently use the casino ATM 's to withdraw cash. On this particular night, my debit card was declined at the casino ATM. After 3 failed attempts, I called the Bank of America card holders phone number to speak to a bank representative. I was told there was nothing wrong with my card that they could see and they recommended trying a different ATM, which I did and it still declined. After 3-4 phone calls to Bank of America, each representative telling me to try another ATM, I was finally transferred to their Fraud department, where I spoke with a very rude woman, who told me I was not supposed to use my unemployment debit card in a casino and that there was nothing wrong with my card. At this point I was frustrated from trying several different ATM 's, multiple calls to the Bank of America banking center and still no access to my unemployment benefits. The woman in the Fraud department said I could go to a nearby Bank of America branch and see if they could help me, but she could do nothing more for me. Toward the end of that call, she said, and I quote, " What part do you not understand? There is nothing wrong with your card. '' and quickly disconnected the call. 
When I attempted to use the card again, it declined saying the card had been closed. I called Bank of America and was told my card had been closed due to suspected fraud. I asked what was needed from me to validate what had recently occurred by the multiple attempts at trying to withdraw money and I was told I would need to contact Unemployment because they are the ones that closed the account. I called the State of NV Unemployment office and was told I needed to contact the Bank and request a new debit card and they didn't see any issues on their end so it was the bank we needed to deal with. 
I have been told multiple different answers as to why my account was closed by Bank of America and with each of those answers I am told I need to contact the sponsor, Unemployment, and request they fix the issue. Each time I call Unemployment, I am told I need to contact the bank since it was their Fraud department that put the 'freeze ' on my account. Meanwhile neither party will agree to doing a 3-way conference call, with me on the line, to see who needs to do what in their system to 'unfreeze ' my account. 
Meanwhile, I continue to file my weekly unemployment claims and can see that payments are still being issued, not sure where they are being issued to, but my payment history reflects weekly benefits are still being paid. There was never a hold or freeze or pause put on the Unemployment benefit side and there are currently no " Issues Delaying Payment '' showing on my UI profile homepage. 
I have been going through this same process for almost 8 weeks and am no further today than I was when I first started chasing my unemployment benefits. I have had no issues with receiving benefit payments since I've been on unemployment, until this happened. There was no suspected fraud. I was told to keep trying different ATM 's to access my funds. No one will pull any of the recorded calls or find someone, anyone, that is willing to go the extra mile to help me. I've been put on hold for hours, then hung up on. I've been straight hung up on. I've been told there is nothing either party can do for me and that I need to contact the other party as it is there issue. At this point, I don't know who's issue it is or how to fix it because I'm stuck in the middle and have absolutely no idea what to say anymore or where to go for help. 
I talked to the XXXX office and filled out an intake form for them over a month ago, but have yet to hear back from anyone. 
I am reaching out to you as my last resort, hoping someone in your office will be able to shed some insight and/or guidance to help get this matter resolved.

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