Consumer complaint received 2020-10-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX {$1000.00} was withdrawn from my account at XXXX and XXXX XXXX, California. On XX/XX/XXXX {$1000.00} was withdrawn from my account at XXXX XXXX XXXX, California. On XX/XX/XXXX {$1000.00} was withdrawn from my account. On XX/XX/XXXX {$800.00} was withdrawn from my account in XXXX, XXXX California. On XX/XX/XXXX {$200.00} was withdrawn from my account in XXXX, XXXX California. On XX/XX/XXXX {$800.00} was withdrawn from my account at XXXX XXXX XXXX. On XX/XX/XXXX {$200.00} was withdrawn from my account. On XX/XX/XXXX {$1000.00} was withdrawn from my account. Also there was a transaction on XX/XX/XXXX for {$290.00} in XXXX Arizona, I dont live in Arizona. On XX/XX/XXXX a charge for XXXX special events in the amount of {$40.00} in Florida. I do not live in Florida either, and I was not there. I filed that on my claim and I wasnt reimbursed for that either. All of those transactions except for XX/XX/XXXX were made at a Bank of America atm machine, but not by me. On XX/XX/XXXX, I was on my way to the mutants movie at the XXXX XXXX, but I had to stop for gas. Before I got on the freeway I went to XXXX XXXX XXXX ( XXXX XXXX XXXX ) when I went in to pay for gas the man told me I had a balance of {$1.00}!! I walked back to my car and called Bank of America. My mother had to drive because I was on hold for 50 minutes and a woman answered, so I immediately asked her to transfer me to claims. As we were on our way to the movie, I sat on the phone for hold for another 2 hours. When the lady picked  up I told her I was instructed to file a claim and Thats what I wanted to do. She told me the young lady did not transfer you to claims, she sent me to the wrong department!! The lady told me claims doesnt open until Monday XX/XX/XXXX XXXX XXXX Eastern time. Since it was Saturday claims was not open until Monday, so I had to wait until Monday to file a claim. I filed my claim for {$2000.00} on Monday the XXXX, I was unable to file my second claim because they cancelled my card and I was unable to see my transactions until I received my new card. They gave me adjustment credit, at the time I thought they approved my claim, so I withdrew the money because I do not trust Bank of America with my money and I didnt want anyone else to steal the money I just received. From then on I thought I was in the clear, but just to be safe when EDD would deposit money onto my card I would withdrawal my money in excrements of {$1000.00} immediately. The days I withdrew the money are the following : XX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I went to Bank of America on XXXX XXXX, I went to the atm and my transaction kept getting canceled. I called Bank of America, and a man answered and he just told me his superior said my account was frozen and to call EDD because theyre to blame. For the following days I had multiple calls between EDD and Bank of America, where EDD told me to call Bank of America and Bank of America told me to call EDD. EDD said my account wasnt frozen, Neither one of them could give me further information on what was going on, EDD just told me there were  millions of cases and claims being filed by people in the exact same situation. They also told me they did not withdraw the adjustment credit from my account, like it said on my Bank of America transaction history. During that time I received my new card, and filed another claim for the remaining balance on XX/XX/XXXX, in which I received a letter 7 days after I filed my claim, where they told me it would take up to 25 days to come to a conclusion. Which makes me think they didnt even investigate my claim, at this point I was frustrated and ready to give up because I kept running in circles. On XX/XX/XXXX I re certified with edd, and I was given {$300.00} everything was fine. on XX/XX/XXXX I received a letter that said my claim was closed because they believe it was subject to fraud, and the next day on XX/XX/XXXX I woke up and my bank balance was in the negatives the amount was {$1700.00} it would have been negative {$2000.00} which was the adjustment credit but they took my {$300.00} EDD deposited into my account. I couldnt withdraw that {$300.00} because Bank of America told me my account was frozen, but when I called back between that long drawn out process the person told me it was never frozen. I kept receiving benefits, but my money was being taken by the bank the following amounts and dates is the money I received that was taken by the bank : XX/XX/XXXX {$510.00}, XX/XX/XXXX {$300.00}, and XX/XX/XXXX {$210.00}. On XX/XX/XXXX I filed another claim for the overall amount of money that was taken, I received a letter today on XX/XX/XXXX saying my claim was closed. I read the letter, and the women did not even write the correct amount for the claim. On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX there were bank inquiries, I dont need to check my balance at the atm because I have the app.

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