Consumer complaint received 2018-07-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
ON XX/XX/2018 I WENT TO BANK OF AMERICA TO WITHDRAW {$250.00} TO MAKE MY CAR PAYMENT. AT THE ATM I GOT THE MESSAGE NOT ENOUGH FUNDS AVAILABLE, WHICH WAS WEIRD BECAUSE UNEMPLOYMENT CHECK WAS DEPOSITED THAT MORNING SO I CALLED CUSTOMER SERVICE AND SHE SAID IT WAS BECAUSE I HAD 2 PENDING CHARGES FROM XXXX   DATED XX/XX/2018 FOR WHAT THEY DESCRIBED WERE CELL PHONE PAYMENTS. I STATED I HAVEN'T USED MY CARD SINCE XX/XX/2018 TO PAY XXXX XXXX. UPON RESEARCHING MY ACCOUNT SHE INFORMED ME OF {$690.00} OF CHARGES THAT STARTED BACK IN XX/XX/2018. SO WE SUSPENDED MY CARD ON XX/XX/2018 AND OPENED A CLAIM I DIDN'T CLOSE THE CARD BECAUSE I WOULDN'T HAVE BEEN ABLE TO ACCESS MY REMAINING BALANCE TILL MY NEW CARD CAME.AND I NEEDED TO MAKE A CAR PAYMENT. I WAS INFORMED THERE WERE 2 PENDING CHARGES TO XXXX TOTALING {$300.00} LEAVING ME A BALANCE OF AROUND {$130.00} I ASKED TO STOP PAYMENT OF THOSE SINCE THEY HADN'T COME THROUGH YET I WAS TOLD " BECAUSE THIS IS A PREPAID DEBIT CARD THEY CAN'T STOP THE PAYMENT I WOULD HAVE TO WAIT TILL CHARGES POST THEN FILE ANOTHER CLAIM. I WAS TOLD IT CAN TAKE UPTO 10DAYS FOR REPLAY FROM CLAIM REVIEW. WHILE WAITING FOR APPROVAL OF MY CLAIM I WENT TO BANK OF AMERICA EDD CARD WEBSITE AND CHECK MY ACCOUNT THAT IS WHEN I DISCOVERED 24 PAGES OF CHARGES THAT HAD BEEN MANUALLY ENTERED FROM A CREDIT CARD TERMINAL. UPON MY REVIEW OF THE CHARGES I FOUND THEY WERE TO A BANK IN XXXX ( XXXX ). 
I NOTICED ON MY STATEMENT THE USER NAMES AND HOW ALL CHARGES FROM THEM LISTED MY CARD # AND BALANCE. I STILL WAS IN POSSESSION OF THE CARD THAT IS WHY CHARGES WERE MANUALLY ENTERED WHEN I CALLED BANK OF AMERICA TO CHECK ON MY CLAIM I WAS INFORM BY CLAIM DEPARTMENT MY CLAIM WAS DENIED CHARGES WERE VISA VERIFIED CLAIM HAS BEEN RESOLVED. THIS UPSET MET BECAUSE IF THEY HAD ACTUALLY RESEARCHED THE CHARGES THEY WOULD HAVE SEEN THAT I'M NOT FROM XXXX NOR HAD ANYTHING TO DO WITH XXXX. I ASKED FOR A SECOND REVIEW AND FILED MY 2ND CLAIM ON THE PENDING CHARGES THAT FINALLY POSTED WHICH NOW MY ACCOUNT WAS OVERDRAWN {$3.00}. ON XX/XX/18 XX/XX/2018 I CALL CUSTOMER SERVICE TO UNSUSPEND MY ACCOUNT AND WITHDRAW THE REMAINING MONEY LEFT {$120.00} FROM THE ACCOUNT I WAS TOLD IF I CLOSED THE CARD I WOULDN'T BE ABLE TO ACCESS MY MONEY TILL MY NEW CARD ARRIVED SO WE SUSPENDED IT TILL I COULD GET BACK TO THE BANK AND STOP ANYMORE FRAUDULENT CHARGES FROM POSTING TO MY ACCOUNT .THEN PAID A {$10.00} FEE FOR THEM TO SEND ME A NEW CARD AND CLOSED THAT CARD. I HAVE SINCE RECEIVED 2 MORE DENIALS OF MY CLAIM OF FRAUD AND 2 REPLIES FROM XXXX WHO ARE SUPPOSED TO BE THE PEOPLE WHO MONITOR UNEMPLOYMENT ISSUES. I AM ATTACHING THE 24 PAGES OF CHARGES LABELED MINE FOR ME AND ALSO THE CLAIM DENIALS FROM BANK OF AMERICA AND THE AUTO POPULATED E-MAILS FROM XXXX. IF THIS COMPANY HAD ACTUALLY RESEARCHED THE FRAUDULENT CLAIMS THEY WOULD HAVE QUESTIONED WHY WERE THESE CHARGES MANUALLY INPUT IF SHE STILL HAS THE CARD. AND I STILL TO THIS DAY HAVE THE CARD. THIS IS VERY POOR BUSINESS PRACTICES AND AFTER RESEARCHING ON LINE BANK OF AMERICA HAS DONE THIS TO A LOT OF PEOPLE WHO COLLECT UNEMPLOYMENT WHICH SHOWS ME MAYBE THEY MIGHT WANT TO CHIP THE CARDS AND THEY DEFINATELY DON'T WANT TO PAY BACK THE STOLEN MONEY. THE CHARGES WERE MADE AT XXXX XXXX XXXX OF XXXX AND XXXX XXXX IN XXXX XXXX XXXX, CA. I HAD TO USE THE TERMINAL BY THE REGISTER INSIDE THE STORE AND THEY ARE THE ONLY ONE WHO HAVE TO SAME MANUAL ENTRIES ON MY STATEMENT. I HAVE FILED A REPORT WITH XXXX COUNTY SHERIFF DEPT. ASSIGNED TO DETECTIVE XXXX CASE # XXXX. THIS IS REALLY SAD WHEN A COMPANY LIKE BANK OF AMERICA DOESN'T PUT STOP PAYMENT ON FRAUD CHARGES JUST BECAUSE IT'S A PREPAID CARD

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