Consumer complaint received 2020-11-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
complaint against : Bank of America / prepaid ( employment development dept, they handle everyones unemployment funds through direct depositing unemployment benefits ) so maybe could be against employment development department. 

unauthorized charged made with my debit card for approx {$98.00} on XX/XX/2020 so i put a hold on the card thru online acct so no further unauthorized charges could be made. contacted the bank of america to dispute the charge on my account since they state 100 % protection against unauthorized charges on their agreement. so the cust svs rep tells me to hold on while he transfer me to the dept in charge of that since there is a hold on my account. well needless to say way over 10 attempts after that first one ive attempted early in the morning middle of the day and before business hours closing for at least 2 hours each time with no answer just the same msg repesating every minute. 

so i called back to regular cust svs to see what options i could do to take care of my unauthorized charge says you just have to wait for as long as it takes them to answer. so i ask him is there any way i can have another card sent out to me since my card was suspended by me and that i would file as claim when i had time to wait on hold he says yeah i can do that for yoju no pfoblem and tells me he is sending it out to me express shipping 3-4 days to arrive. then i ask i can walk in to the bank and get my money out right like it should be he says oh no you cant get any money out because i already reported your card as lost or stolen and since its a prepaid account the number on the card is also your acct number so it wont show up until i activate the new card so i called back about a few days ago to cust service because its been about a week an a half and i still have not received my card and tells me yeah you have to be on hold fofr until they pick up the call basically avoiding any kind of solution but is telling me now that i cant even get my money out of the bank because of the hold the bank put on my acct until it is cleared by their risk management dept. and transfer me back to the same dept waited again for two hours before hanging up mad and cant get thru to them cust svs reps keep avoiding any helping me with thasg they just say to stasy on hold and employment development dept says i have to deal with bank of america they have no clue what verification they are talking about yet they still accepted my last 2 deposits. i dont know what to do i have no money at all cant get anybody to help on this issue but i know they are doing this to everybody i know. they need to either hire more staff or change their way of dealing with this. thank you for any help and for your time. im sure you morev important things to deal with but you are my last resource.

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