Consumer complaint received 2020-10-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
By beginning of XXXX I discovered that my Bank of America Unemployment Card was used without my authorization and card was lost. 
I received a credit for the purchases after the dispute was submitted. 

By beginning of XXXX, the first week of XXXX, when I tried to log in on the online banking for my Unemployment Card the card was closed, I called Bank of America en they informed that Unemployment requested the closure of my account ( they lied to me ) I contacted Unemployment and they didn't know why my account was closed. 

The weekly deposit for XX/XX/2020 is not returned to Unemployment and Bank of America is not displaying the deposit in the online banking either, my unemployment website shows that the deposit of XXXX was complete on XX/XX/2020. 

When Bank of America reopened my account after I was several days calling, my account was negative for the amount of the credit that they provided about the dispute completed back on XXXX. 
They first time I called I was informed that my dispute was closed due to a prepaid account was closed and they credit taken from my account by Bank of America, agent said that she will submit a ticket on my behalf so they can reopen the claim and provide the credits again. 
I spoke with different customer service agents and agents from the Dispute and Fraud Depto in Bank of America, to mention names XXXX and XXXX, XXXX is a supervisor in Disputes and Fraud, Dpto handling the dispute opened in XX/XX/2020, I was informed by XXXX that there is thousands of customers with the same issue and Bank of America is correcting 1 by 1 and they don't work holidays or weekends, they don't have a estimate time for completing the ticket that she submitted about my case. Also XXXX informed that the ticket that I was told that they will submit on my behalf was never submitted but she will send a ticket on my behalf. 
This week I been trying to call Bank of America and every single time I tried to call from the phone that I have registered in my Unemployment Prepaid Account with them, Bank of America sent me to the Voice Mail or hanged on me, I never received a call back for the voice messages I left, but when I call from a different number that the one that I have on my account they answer and when I explain my situation they said please give me a moment to ask something to my supervisor and then transfer my call to a different person or department different than Dispute or Fraud, obvious they can not help with my case. 

It is a very frustrating situation, unemployment still depositing my weekly payments to that prepaid Bank of America debit card but since my account is negative because Bank of America don't want to resolve the situation my unemployment payments are covering the negative balance.

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