Consumer complaint received 2022-04-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Don't want a card provided by your employer or the government

Complaint:
Why did you close the complaint on this from XXXX? Bank of America has done nothing except play phone tag with me and hang up on me. There has been no communication or resolution. Here is my latest email to Reg Complaint there. What exactly does Consumer Finance require to " close '' a complaint? Nothing has been done by BOA, and I will continue to file complaints with CFPB until I get the documentation/files I am asking for. 

XXXX XXXX : I requested in writing in a previous email that you set an appointment time to speak by phone. I am flexible, so whatever you set will work for me. I will not continue the phone tag with voice messages with you, especially given your extension voice-mail does not even state your name. 

If you can not set that up, please send me the name of your supervisor and a contact email ( not a general access number that requires going through the maze of your phone system ). Also, your original email with a XXXX reply date required was sent on XXXX at XXXX p.m. ; I have yet to hear your response to my noting this in a previous email, given the due date and the sent date are the same. 

To help facilitate the call, here are the highlights : I am not asking for any files/documentation/communication that CA XXXX received. So please no referrals to XXXX. If I want to pursue what XXXX received, I can refer to the FOI Act. 
I want any files/documentation/communication to BOA from CA XXXX that contain my name and/or social security number requesting BOA to set up/service the fraudulent debit card. 
I also want any files/documentation/communication BOA provided to XXXX to set up/service the fraudulent debit card. 
I assume BOA or XXXX  actually mailed the card to the fraudulent person at his address in XXXX XXXX, even though BOA had my name and real address on file as a recent mortgage customer and ongoing from my accounts in XXXX. 
I want copies of files/documentation/communication to the fraudulent person. 
Also provide relevant information. For example, was BOA 's name on the debit card along with XXXX 's? 
I attempted to discuss the above with a BOA representative on XX/XX/XXXX but was repeatedly hung up on, transferred to the wrong department, and generally dismissed as reps told me I needed to contact CA XXXX and that there has been no card in my name since at least a decade ago. No one seemed to take responsibility for BOA taking action. 

Here is XXXX XXXX 's response on XX/XX/XXXX : We received your inquiry from the CFPB on XX/XX/XXXX, in which you expressed concern regarding a fraudulent State of California XXXX Unemployment Debit Card account in your name, which is serviced by Bank of America. 

This account is owned and funded by the XXXX XXXX California XXXX, which is the sponsor of the account. Please note that Bank of America only services the account, and we did not originate this account. The account in question was opened in your name on XX/XX/XXXX, and the information was provided to Bank of America to issue a Debit Card to the name and address by the sponsor. Therefore, we are unable to provide you with the documentation you are requesting, including the application. We have confirmed the account was blocked on XX/XX/XXXX, and is now closed. 

Please recognize he never mentioned the specifics of my complaint or that we had discussed by phone. 

Note that I am fully aware that XXXX owned and funded the account. My focus is on BOA 's files, etc. and action to set up, mail, and service the card. I have also been in contact with the US Postal Service for mail fraud. At this point, I expect you to 1. acknowledge this email and respond to its requests and 2. set up an appointment to speak by phone. Anything short of that will result in more communication to the Comptroller. 

XXXX XXXX

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