Consumer complaint received 2020-11-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I Tried making a purchase and was declined after using it a couple hours prior successfully. I called to check the issue and found out my bank of america account was closed. It was not much trouble to get them to reopen it though, after a couple days they reopened it. But when they did my account was negative XXXX approximately. This was the same amount I had filed a fraud claim for at the beginning of XXXX. 
When I didn't receive my edd bank card on the Friday it was showing in my informed delivery from the post office I didn't understand why. Waited the weekend, it never showed up on Saturday and come Monday I thought for sure it would be here. Didn't show up so I called to find out why. I asked the agent what the balance was on my account and he told me it was several thousand less than what I told him it was suppose to be. I informed him I had yet to receive my card and then he let me know there was a list of transactions on my account. We agreed that it must have been intercepted or something and was being used. I filed a claim with him and he closed that card and reissued a new card and express delivered it to me. It arrived like a day or 2 later. I was able to access the remaining balance and within 10 days I was issued temporary credits totaling the amount that was missing. Finally in XXXX I was sent a letter by the claims XXXXfraud department for bank of america stating that my temporary credits were now permanent and the investigation was complete. Fast forward to XX/XX/XXXX and during my account being closed those few days I had debits showing totaling the same amount as my claim. 
About a week later I get a letter in the mail just like the first one but this time it says they completed the investigation and fraud was suspected on my account and they are taking the money back. As if they never sent the first letter! I still have both letters. This put my account negative {$3.00}, xxx.xx They couldn't tell me anything on the phone after several calls over several days of calling waiting hours on hold sometimes 8 hours a day! I mostly was hung up on before talking to anyone. 2x I was able to talk to somebody and both of them hung up on me without helping me. I was never rude or even acting as if I was upset. I feel they just didn't know how to handle my situation and decided it would be easier to not try and resolve my issue. 
A couple months or so ago I got ahold of a representative from bank of america who didn't hang up on me and was able to escalate my new claim I was told I needed to make, but she was only able to make notes ( whatever that means ) on my account for whomever is to fix it for me, but she was unable to give me any kind of time frame as to when they would fix the problem. It's been roughly 2 months now and they have been getting my deposits from edd and putting it towards this negative balance. I have contacted state senator and had assistance from my district representative but she has been unable to get anything resolved for me. She attempted to have my payments switched to checks but that was over a month ago and they are still depositing the money to my bank of america debit card. They have gotten the last 10 payments totaling around {$2500.00}. I have had no money over 2 months now. Nobody has fixed the issue still.

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