Consumer complaint received 2021-02-26
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/XXXX I woke to my card being lost so I checked my online account and XXXX h as s been stolen from my Edd Bank of America prepaid account. I did with any person would do call the number to customer services to B of A prepaid located in their website and made a claim regarding my missing moneys my card was canceled and a new one to be shipped with in 3 days. On the the XXXX no card arrived so I called B of A and they advised me my account was frozen by edd. I contacted edd fraud and they advise me this issue was a B of A that Edd had nothing to do with freezing account. They wrote a email and sent it out stating that I had been verified through XXXX and that they had not frozen account as well as fixed the error that had been non existing before my date of birth. I contacted B of A they refffered me to my sponsor after 6 different calls in attempt to reach risk or card holder services I spoke to a supervisor that advise me a express letter to reactivate account had been sent out. XXXX more request a birthday error fixed and 17 yes later I have not been able to access my money I keep getting referred to sponsor. I can't access my money my, deposits or anything regarding my online account I have asked to be transferred to risk or fraud and been told they are not allowed to to speak to sponsor. I was part if the thousands of account shut offs at the beginning of the year and know that after verification with ID verify you call B of A and their risk department then verifies info and freeze is removed. This is no longer possible if you have a freeze. I had a friend call and ask to be transferred to fraud once reached them they refused to help and transfer me to Edd. Edd mentions that they have nothing with account being closed now but that B of A should help me out. Again after different responses from b of a one being the backside handles accounts frozen and th e y have no number and the agents have no way of getting in contact or can't transfer call the second being fraud handles accounts being unfroze but is extremely busy they have no direct number and can't be transferred. Once again I had my friend call after verification by fraud then risk she said she no longer B ended them but I did and I go into call verify my self through their process once able to access account they state my accounts under review that it shouldn't be long before I get contacted by b of a I have received 3 emails from b of a stating changes where made to account and yet still no access. Upon being able to speak to edd regarding my payment I was told it was mailed out and would receive checks now due to b of a freezing account for fraud. So now do I not have access to my {$9600.00} and change but I'm still have no idea what is going on with my claim for my {$500.00} that was stolen I have yet to receive a debit card and have no access to my online account. Yet b of America continues to I refer me to sponsor and refuses to transfer me to fraud.

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