Consumer complaint received 2022-07-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem with direct deposit

Complaint:
In XX/XX/XXXX I received a text message from EDD saying my account was temporary closed and required I click on the link provided. After clicking on the link eddhelp.co it takes me to Bank Of America website where it ask me a series of private personal questions to identify my identity like ; what city I met my husband, what my favorite food was? What my favorite color? What my dog name? My social security number my card number and expiration date and my d.o.b and my card number. Now this was the Bank of America website so I did not become alarmed. The next day my entire disabilty Check from Edd was fraudulently electronically transferred. My funds now said XXXX! I immediately called the Bank of America Pre paid card services in back of my debit card XXXX XXXX XXXX spoke with claims dept. Then transferred to fraud Dept I told them in detail I was a victim of fraud and my funds where gone! I demanded to know where the money went to? The claims Dept but Said they did not know, but would open a claim for me. I was laughed at and made a fool of after I explained what had happened! Completely unprofessional!! My claim number is # XXXX I explained this was my only source of income and needed this expedited. I also called the FBI as well and the FTC and XXXX. On XX/XX/2022 I received a letter in the mail from Bank Of America saying they have completed their review of the above claim and have determined that no error had occurred in this instance and closed my claim! 
I immediately called the number on the letter XXXX XXXX XXXX XXXX and again explain in detail the events of the fraud text and the Bank of America questions. The operator are very unprofessional I was laughed at again! Then they could not find my name or account or claim, I asked for a supervisor whom I thought was helpful in the end given the run around and asked to call back that my account says CLOSED ESCHEATMENT I dont know what this means and neither do the Bank of America Representatives ! I have asked the fraud Dept.to tell me where my money was and they said they have no idea! And could not provide details! I am ignored laughed at and hung up on or just plain out on hold and asked to call back when a supervisor is around! Completely unprofessional! Given the run around while I am out by disabilty which is my only source of income. I am a victim of a fraud scam, my entire Edd payment of {$1100.00} was stolen by a fraud scheme that I believe is by ; Bank Of America and they seem to be behind this based on my phone experience I am not being taken seriously! I believe this is an elaborate scam all my money stolen! Bank of America refuse to provide details as where my money was transferred too! Bank of America has also failed to send me a new debit card! I have attached the text message and the link along with the link that shows Bank Of America. And the letter from Bank of America. XXXX is the person from claims Dept. I called again on XX/XX/2022 for what they call re-determination of my claim.

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