Consumer complaint received 2020-08-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX I want to put a complaint because my card is blocked and the customer service is abusive. I just got approved for unemployment insurance and I can't even enjoy the benefits of having this card and having access online, which defeat the purpose of Bank of America offering this service. 

On Monday XX/XX/2020 I receive a couple of emails and text messages indicating cash was loaded. Tried to log in but I couldn't remember my credential, tried to reset the password and retrieve my username but the system kicked me out and I left it as it was because it was to late and went to sleep. 

On Tuesday XX/XX/2020 I went to a Bank of America branch to withdrawal XXXX out of the card and didn't do anything else. 

On Wednesday XX/XX/2020 I was finally able to reset the password and go online. When tried to add my bank information the system didn't let me saying it was invalid. Second time said my card was blocked. And third time that is was closed. Right now I'm trying to connect with customer service, so far I talked to the first 2 ladies but I didn't take their names ( Supposedly the first one transferred me to the second one because I needed to be handle by fraud department ) The lady on fraud department started asking me tricky questions like everybody else and I don't have a pet, and if I put that as a security question for myself they shouldn't know or ask about it, she ended up hanging up on me. I called again and XXXX got the call this time, she transferred me again to XXXX with fraud department and this last one said he was not able to handle the call because it was a risk situation. I said don't transfer me again, I want to talk to your supervisor. He declined at first and said he could file a complaint for me to be contacted. I said no a complaint is what I'm writing right now and is different from what I'm asking you to do. XXXX pretended to be looking for a supervisor and came back to the phone just to say the same and sound like a broken record, I said no again and he went looking for a supervisor again. XXXX ( manager ) finally came to the phones and said she will warm transfer my call not to get hanged up again, but she still transfer my call without talking to someone in Risk before. I have been in the phones for over 2 hours. I want to file a complaint against XXXX, XXXX, XXXX and their managers too. 

I filed for my unemployment on XX/XX/2020 and had to wait almost 5 months just to be treated like this, like a fraudster. I can't use online services like adding my bank information or card because I'll be blocked immediately. I still don't know why Bank of America is offering this services if I'm not able to use it.

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 non-monetary relief