Consumer complaint received 2020-04-25
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 getting, activating, or registering a card

Complaint:
Let me begin by saying my situation has been resolved. But there are 100s or people out there with this same issue. 
EDD funds being transferred into closed accounts. Call center people do t know how to handle this issue. And people have to wait 2 weeks or more for BofA to resolve. This is after waiting 2-3 weeks for EDD to approve their claim. 
How could BofA not seen this coming? 

The issue is not with the EDD! Most of the issues around the unemployment disbursements are due in large part to BANK OF AMERICA. 



Case in point. 

I was furloughed from my XXXX  job on XX/XX/XXXX. On XX/XX/XXXX I applied for unemployment in my home state of California. I did this well ahead of most of the people in my state. I received my paperwork in a timely manner. I praise our Governor for having the fortitude and foresight to waive the 2 week waiting period, and trying to streamline the process. 



I filled out my claim paperwork and waited for my card to arrive. After 5 weeks, I still have not received my EDD card in the mail. I had signed up to handle my unemployment account online to streamline the process. From my dashboard I could see the payments are being made to my account. Yet, no debit card On Saturday, XX/XX/XXXX, as the end of the month rapidly approaches, and my bills are coming due, I reach out to Bank of America. The representative tells me, Yes, I do see your account. Your money is being deposited onto your EDD card from 2015. A CLOSED/ARCHIVED ACCOUNT Let me arrange for a new card to be EXPRESS mailed to you. You should receive it Wednesday. 

I asked the representative, What would have happened if I didnt call today to get this ironed out? 

His reply, The money would have gone into this account for an UNSPECIFIED period of time. 

Now it is Thursday, XX/XX/XXXX. I still have not received my EDD debit card. I start the process again with Bank of America. I weave my way through the maze which is their automated We are too busy to take your call messages. The only way I can speak to a representative is the Lost or stolen card option, all other options will disconnect you after they refer you to the EDD website. 
The young lady answering the phone at the Bank of America call center couldnt have been less interested in helping me. She did tell me that the card was sent. She also told me the card was sent regular mail, NOT express, as the first agent had promised. She tells me her hands are tied. There is nothing she can do to get my card to me any sooner than the first or middle of next week. Explaining, she could put a stop on the card that was sent out and reissue another card which will arrive the same day, middle of next week. I call back and speak to a manger, he has only the same flimsy excuse and solution. 

So, due to the complete inept service from Bank of America I will wait a minimum of 8 weeks for my unemployment insurance to reach me. Mean while I will draw from my saving one more time to pay my monthly bills. 

WHAT WAS THEIR PLAN?? Surly someone in the Texas Bank of America EDD office should have seen this coming, right? If not before it happened, AS it was happening! There is NO excuse for their careless, incompetent business ethic. I believe the fiduciary responsibility between Bank of America and the state of California needs to be examined. 

I can not be the only person waiting for their unemployment funds to arrive. I believe most people in my position are pointing their fingers of blame to the unemployment department, when in fact we should be holding Bank of America accountable. 

Please, lets consider using another financial institution to handle our states government issued funds. 

Bank of America only has their best interest at heart. 



Respectfully, 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 explanation