Consumer complaint received 2021-02-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem with direct deposit

Complaint:
At the end of XX/XX/XXXX after reviewing my monthly statement I noticed suspicious activity in my BofA XXXX card/account consisting of multiple balance checks followed by ATM withdrawals. In total {$380.00} was withdrawn/stolen from multiple ATM locations.. all cities in Southern CA such as XXXX XXXX and surrounding.. miles and miles away from me .. ( I live in XXXX, CA ..which is in XXXX CA ) I had sole possession of my card and password. Not even my husband knew my password. Its absolutely impossible anyone could have physically accessed my card that was still in my Wallet. I called Bank of America immediately however I was kept on hold until closing and then hung up on. The next morning I called the minute they opened and after holding for about 2 hours I finally got through. I explained my situation.. they said my card would be cancelled, was told a new card would be issued, and after a series of questions I was told a claim for the stolen funds was filed. 2 weeks went by.. I had not received my new card.. I get a letter from Bank of America stating my claim had been closed/dismissed due to suspicion of fraud?? Strangely the letter was dated for the very day I called to file the claim??!!! So I called again.. waited on hold again for hours.. and finally spoke to a representative who tells me it was a glitch in the system and that my claim must have been overlooked by mistake. They did not know why I hadnt received my replacement card but said they would cancel it and then issue another ( 3rd ) card.. I was told they would refile/resubmit my claim after answering all of their questions and explaining what happened again.. and then told it would be escalated.. whatever that means. I asked what I could do to ensure the process would go correctly this time.. and I even offered to file a police report if needed. Their reply was No Mam.. every thing is fine.. dont worry about it.. it will be resolved.. just give it a couple weeks..you will be reimbursed.. and if we need any other info from you someone from our security team will contact you. I actually started to feel slightly hopefull 2 days later when I finally received my replacement card.. It was delivered to my door priority 2 day mail.. however that slight feeling of hope changed very quickly.. about 3 days after activating and using it .. I learned while in a Drive thru trying to buy a cup of coffee that my Account had been locked/frozen. So of course After many attempts over hours of calling/holding they tell me my sponsor ( XXXX ) is responsible for the freeze and that I need to contact them for identity verification. So now Im calling XXXX ..holding for even longer periods of time for an XXXX representative.. and eventually I get through.. but only to be told I had been lied to, that my identity was not in question, that they have no control over the BofA cards/accounts.. and assured me My account was fine on their end.. SO.. back to BofA! ! They SWEAR to me that my sponsor ( XXXX ) has to verify me, then notify the Bank through some process that some XXXX representatives possibly dont know about yet..? So back to XXXX!! My Head is now spinning!!! This time the XXXX representative says she has no idea of such a process .. but offers to send me the link to upload my documents.. Even though it hasnt been requested.. I guess it doesnt hurt to try.. and see if that fixes the issue or if you do get asked to itll already be done. She tells me what items I can use.. I get the link.. and immediately I upload/send just about every single acceptable doc on the list I can find. I get a confirmation # and then Im told just to wait. A few days later I get an email from XXXX requesting my identity documents??!! .. so I decide ok Ill just do it again.. I upload/send.. get a confirmation # .. and wait.. A few days later I get a text message with another request!!?? .. so AGAIN I upload/send/wait.. A few days later I get a written request in the mail??!! Geez!!! So I make copies and XX/XX/XXXX at XXXX XXXX. I drive to the post office and physically mail all my documents. On XX/XX/XXXX XXXX. I received a text message from XXXX stating We have verified you. Please check your ui online account for more info. I receive a request to reopen my claim.. so I do.. then I get an updated XXXX award letter email.. and then I am able to certify for previous weeks.. so I did.. and again I wait.. everything still pending.. Today is XX/XX/XXXX XXXX My Card/Acct is still locked. My family had to suffer through the entire holiday season! 3 months have passed all the while I have been.. and still am.. being treated like a criminal..when in reality Im the victim!! A victim whos been forced to make sacrifices that do not just affect me but most importantly my children who didnt even get the XXXX they deserve during already difficult enough times! At this point I am desperate.. behind on every bill.. Now I do understand that I am not the only one experiencing a situation such as this ... and Im not blaming any one person for this huge catastrophe.. but it needs to be addressed.. by someone/anyone.. and maybe if enough of us stand/speak up things will eventually be addressed. Its frustrating, overwhelming, and it really feels like discrimination at best.. as you dont see these kinds of issues at this scale with other financial institutions not related to being poor or having a need for Government assistance. Its SO incredibly unfair.. and cruel.. It was very difficult to call and and connect to a representative before.. but now its completely impossible.. Non stop dialing no answer.. I have also sent multiple emails.. no response from XXXX or BofA. Even If for nothing else but my own sanity at least I can say I tried to speak up and express my frustration. I am truly praying XXXX brings even the slightest feeling of relief or peace at some point for all of us. Im not holding my breath on that.. tho I continue to pray!!! Please Please Please someone/ anyone please help!!!!! 

Thank You for your time. 
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