Consumer complaint received 2017-09-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WI
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
I began a new job through XXXX on XX/XX/XXXX. I was offered the option of a money card or to enroll in direct deposit. I have not worked in almost 2 years and believe I owe another bank some money. In an effort to avoid the embarrassment of a decline when applied, I elected with the money card to start. I am told by XXXX the card was ordered and sent on XXXX. They indicate it should take 7 to 10 business days to receive the card citing the post office as the only delay. My first paycheck was to be deposited on this card onXX/XX/XXXX. On XX/XX/XXXX when I felt like maybe we were cutting it a bit close with this card, I began to inquire on the status looking for additional information explaining the delay. I was advised to wait the 10 days. On XX/XX/XXXX I was told if I did n't get my card in the mail that day, to let BOA XXXX know and they could order a replacement card, expedite delivery through XXXX thereby allowing me to have a card by my pay date,XX/XX/XXXX. It did not come in the mail on XX/XX/XXXX. On XX/XX/XXXX I contacted BOA XXXX again and they did close the original card out lost/stolen. I was told a new card was ordered and that I could call back in 24 hours or more for a XXXX tracking number. On XX/XX/XXXX I received the original card in the mail. I contacted BOA XXXX and was told the closure of the account was not reversible and that they were unable to provide a tracking number at this time. I was told to please call back the next day. At this point I am very concerned since the XXXX is my first pay date. After numerous conversations with supervisors, I am told although they can not provide a XXXX  tracking number, I can still use the checks that came in the same package with my original card. I 'm told I can cash these anywhere. First, these checks are blank and do not have my name on them. No financial institution would ever consider cashing them without a bank relationship. I had to find someone who I could trust to have this money deposited into their account in order to access my paycheck. I did. I had my mother meet me at her bank and I attempted to submit the check. The front of the check read that I would need to call a number to provide a transaction ID as well as an approval code. I spent over 2 hours on this as nothing went the way it was described to me and every time you call this call center you wait at least 5 or 10 minutes to speak to someone who makes you tell the whole story all over again. Short story, the automated system, the staff and a supervisor all confirmed throughout Friday that the checks were no good. I was told the wrong account number was printed on the checks. As a last resort, I was told I could complete a money transfer which I think was actually an ACH transfer to another persons bank. I was told since the transaction was occurring before XXXX on Friday, it will be available no later than Monday. I attempted the transfer by supplying an automated phone service with my mothers aba and account number. I was n't sure if it worked and received no confirmation number. My mother indicated the deposit at XXXX XXXX was showing on Monday but was not yet available. I contacted XXXX XXXX as I do every day now looking for my tracking information on the new card on Monday, XXXX XXXX however again I was told no tracking information was available and to try back later in the day. I did not call back again until today, Tuesday, XXXX XXXX. Today I was disconnected ( as per usual ) and when I finally got someone on the line and waited the standard 5 minutes that my card was actually sent regular mail and I should expect it 7 -10 business days. This means I may not receive my card or checks until XX/XX/XXXX. I have received so much incorrect information. I feel like this financial institution is maliciously misleading me and trying to keep me from my money. Who sends a consumer bad checks? And who has an IVR response that says " Uh oh, looks like you 've been sent bad checks, press one to be transferred to customer service to order good checks. ". I am so frustrated and hungry. I am in the middle of my 4th week of work with no compensation and its no ones fault but XXXX XXXX. Please tell me you can get some results and answers while you are researching. I would very much just like access to my paycheck without having to enlist the help of other people with bank accounts. The phone number I call when I speak to these people is XXXX. XXXX XXXX Account XXXX XXXX XXXX XXXX

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