Consumer complaint received 2021-04-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/2021 I tried to withdraw funds from my Bank of America ( " BofA '' ) EDD debit card. I noticed the balance was suspiciously low and contacted BofA. A BofA representative confirmed my fears that my account was fraudulently debited on two transactions for a total of {$1100.00}. According to the BofA representative, on XX/XX/2021 at XXXX XXXX there was a withdrawal for the amount of {$1000.00} at an atm on XXXX and XXXX. On XX/XX/2021 the next day at XXXX XXXX, there was a second withdrawal for the amount of {$180.00} at an atm on XXXX XXXX XXXX. I have never set foot in either location and did not make these withdrawals. Upon contacting BofA my account was closed and cancelled, I was not allowed to access or make further withdrawals on the account. After some back and forth, I was directed on XX/XX/2021 to contact EDD and told that BofA did not make the account closure. I contacted EDD and after about a month, my benefits were restored. However, the BofA account remained inactive. I am currently receiving paper checks from EDD instead of direct deposits into the BofA account. This is satisfactory to me, but I seek to have the stolen funds to be resolved. As of XX/XX/2021 I received a new debit card and reset my PIN with BofA and have access to the remaining funds on my debit card. I still have not received a refund on the two fraudulent transactions and BofA has not replied to my request to re-open the investigation. On XX/XX/2021 I had a conversation with a BofA rep named XXXX from the risk department. She verified my information and confirmed that BofA would look into my claim. I waited until XX/XX/2021 and called BofA again to check on the status of the claim. I was told by a BofA rep named XXXX on XX/XX/2021 that BofA has not re-opened my claim and that they need to refile my form. She instructed me to be patient and that I should receive a letter in the mail updating me on the status of my claim and that I should not worry because the funds will be restored. It is now XX/XX/2021, approximately 3 months after the two fraudulent transactions, and I have still not received any communication or resolution regarding my claim. Although {$1100.00} may seem like a small amount to a company with assets the size of BofA, it is a significant amount of money for someone like myself. I need the funds to take care of bills and support my children. The longer BofA delays in refunding these funds, the more financial stress my family is under. I am hopeful that the CFPB will assist in resolving my issue. I have attempted in good faith to resolve the issue with BofA and assist with any information that I can provide. However, it is apparent that this is a low priority to BofA, as I have not had any luck in resolving the issue. Thank you for your time and assistance.

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