Consumer complaint received 2020-01-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
Today is XX/XX/2020. My name is XXXX XXXX XXXX. 
I recently worked for XXXX XXXX as a XXXX XXXX. I ordered a prepaid card from XXXX XXXX  to receive my weekly paychecks. I have had problems with the prepaid card. I had to register my online account twice. And had problems with viewing my account history. After calling the third time my online account access was granted. I accessed my online account and all deposit history wasn't displayed. I log off and logged back on a few hours later. And the information previously displayed before had updated and changed. I requested a hard copy or paper form to be delivered by mail two weeks previous to this incident. They failed to fulfill my request. I had to call again on XX/XX/2020 to request access to my online account and hard copy of my account history. 
Now that I have access to my online account. I have concerns about the information being altered and restricted. When I first gained access to my account online. I was only able to see a window that only showed XXXX transitions only. And only three deposits posted in the month of XXXX only. However, on the top of the screen, it asked me what dates I wanted to view. When I selected the dates I wished to view it only would allow me to view the month of XXXX only. I have concerns with the amount of the deposits, not being able to view my account transaction history in a timely manner, poor customer service, information being restricted and altered, etc. I wasn't paid all my money that this prepaid card has reported as being deposited in my account. I also noticed a deposit that was posted on XX/XX/XXXX My employed ended over a month ago and all of my earning should of been posted on XX/XX/XXXX. 
The prepaid card is through Bank Of America. On the back of this card, it has the wrong website to access online information or to register for an online account. On the back of the card it shows www.bankofamerica.com/moneynetwork. When I called customer service the agent over the phone informed me that it was not the right information. The right web address is the total opposite. The agent provided me with the proper address as being : moneynetwork.bankofamerica.com. So my question is why is the wrong information provided on the back of the card? Why has it been a delay for me to view my transtions? Why wasn't the right amount deposited into my account? Why is my online account restricting me from view my total account history including all deposit amounts? 
I called the card number today. I talked to an agent by the name of XXXX. I reported to her of the fact of me not being able to view my entire account history. She was unable to provide me with an answer. I asked her to go over with me over the phone of all my deposit history. What she sees is different from what I can see. I haven't received all the deposits reported. XXXX told me to contact XXXX XXXX. If this prepaid card is reporting receiving the deposit from XXXX XXXX. My problem isn't with XXXX XXXX, it's with money network.bankofamerica. It seems to me that both companies are working together to steal money from consumers. However, I need all the money that I worked for. I shouldn't have to go through extra measures to get something that's rightfully mine.

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