Consumer complaint received 2020-10-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I was approved on XX/XX/2020 for my state of California unemployment benefits and issued a Bank of America prepaid debit card. It had taken 5 months for my claim to be approved. I found out I was approved while on a pre planned vacation in XXXX. I called Bank of America to have a card expedited and to my residence in which I share with my mother. My mother, ( who has altimeters ) couldn't remember if the card had arrived. Since I wasn't home I  called Bank of America to ask if the card could be sent to an alternate address. They informed me to update my address with the the state unemployment department and call back to have the old card blocked so a new card could be expedited to the new address on file. I went to the unemployment department website to check the rules and the instructions for an address change. The website stated address changes were allowed and Bank of America would receive the update within a business day. So under the advice of the Bank of America customer service representative and Unemployment website I updated my address and called back to have a new card expedited, and was told 3-5 business days. I had called 4 days later to receive a tracking number and was informed that the account was frozen due to a fraud investigation and to contact the California state Unemployment department. After repeated phone calls, changing the address back to the original address on file, and sending requested verification documents ( passport and earnings statements ) to the California state unemployment office to confirm my identity, I was reassured by them that my identity was confirmed and the block should be removed by Bank of America. However, Bank of America continued to stated that the freeze was still in place and they were not going to be removed the block on the prepaid debit card account until my sponsor verified with them my identity has been confirmed. I informed them again that the unemployment department had contacted Bank of America and to unfreeze my prepaid debit card. At that point I requested for the balance of approximately {$18000.00} be issued in a form of a check and mailed out to my address on file. They informed me that was not an option until the block was removed. I contacted the Unemployment office to have my funds removed from Bank of America and a check to be issued. They informed me to contact Bank of America. I since have been forced to remain in XXXX where it has become no longer a vacation, but a matter of avoiding starvation and homelessness due to not having any access to my money. I have spoken with BofA fraud and risk department in over 15 separate calls. I have spoken to 2 risk supervisor who I explained my situation and circumstances. I beg them to allow me to have access to my funds by wire transfer for emergency cash so I could return home and end this nightmare. I was again informed to contact my sponsor, The California state Unemployment department. I need help and I believe others do too. I was informed by both Bank of America and the Unemployment department that I am not the only person affected by these holds or freeze placed on Bank of America prepaid debit cards. I was informed by the unemployment customers service representative that possiblely XXXX BofA prepaid EDD card holders account were affected. Not sure this is true or similar to my specific case. However, I am sure at least a few others are suffering unnecessary and lives severally affected. Moving forward the unemployment department will issued my benefits through check by mail. Please help me resolve this issue with Bank of America. Hopefully I will still be alive and well to receive a response. I have no hope at this point for anyone to care due to how I have been treated by Bank of America and the California State Unemployment Office, ( EDD ). Thank you in advance for your efforts.

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