Consumer complaint received 2021-11-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
I received a letter postmarked XX/XX/XXXX regarding a " Claim number : XXXX '', which number apparently indicates it is from XXXX! That is so long ago, I had totally given up on receiving any response, then totally forgotten even having filed the claim. 
The only reason I had anything to do with BOA was that XXXX DUA ( Dept. of Unemployment Assistance ), XXXX, paid unemployment compensation via BOA Prepaid Debit Card. At sometime after that, I was able to change this to Direct Deposit in my local, NON-BOA, account. Once I had depleted funds on the Prepaid Debit Card and no longer had any use for it, I disposed of the card, giving up on ever hearing from BOA about my claim ( which one of the multitude of BOA agents I spoke to about my new credit balance of {$190.00} mistakenly revealed to me was about XXXX fraudulent T-Mobile charges ). 
SO, receipt of the XX/XX/XXXX letter found me with a {$190.00} credit on a Prepaid Debit Card which I had years ago disposed of, thus with no means to access that money. 
After many hours of phone calls, repeating the same information & hearing the same scripted response, it was finally determined that because I no longer have access to the po box mailing address, used by me for decades, of the ( former ) Mail Box Etc store, I had to update XXXX DUA with my current mailing address ( even though I no longer have an open claim ), before BOA could mail me a new Prepaid Debit card. This was done, thus the resulting delivery of a new Prepaid Debit card to my home address yesterday, XX/XX/XXXX. 
Sounds as if all had been worked out, right? WRONG! 
After many attempts to Activate the new card without success, I spent even many more hours trying to get BOA to resolve their problem. What a surprise to find that the account for which they had just rushed me a new debit card had been FROZEN. 
WHY? Oh that's prohibited information until they could verify that I am I. Their first option to do this : the very commonly used text message to the phone number on file, containing a verification code. RESULT? Oh that's odd, their program/system won't accept the phone number, which I have been using to send & RECEIVE text messages for probably 20 years. Their second option : Generate a series of questions based on public records to verify that I know who I am. RESULT? Oh that's odd, their program/system won't acknowledge my name in order to generate the series of questions. This, despite the fact that my own change of mailing address had necessitated this very same generation of questions, AND successful confirmation of my identity, with numerous businesses and some government agencies! 
After numerous escalations of their problem & lack of anyone being willing to do anything but repeat script, I gave up at the " Manager on Duty '' level of the Prepaid Customer Protection Department, XXXX. 
I am XXXX XXXX XXXX, no longer drive, will be undergoing XXXX XXXX XXXXXXXX in a few days and refuse to somehow make a trip out of XXXX to the nearest BOA office, in order to prove I am I. Oh, and the other choice I was given was to contact my " sponser '' ( XXXX ), XXXX DUA, to start some process that was to achieve results in a mind-boggling 21-45 days! 
This problem is NOT new, a fact again accidentally confirmed by one of the many agents who tried to correct it. 
This problem is NOT mine to correct. 

XXXX XXXX XXXX p.s. Should I research via XXXX to see why BOA took 2 to 3 years to undertake an " ... additional review of your ( my ) claim ... ''? What would I find, a court order, or a consent decree maybe? 

EDIT : p.p.s. Speaking of XXXX programs/systems, does nobody at CFPB understand the purpose of PARAGRAPHS? I certainly did NOT type this huge one-paragraph message, but there it is!

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