Consumer complaint received 2021-03-20
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 using the card to withdraw money from an ATM

Complaint:
My name is XXXX XXXX XXXX On XX/XX/XXXX my BANK OF AMERICA EDD card ( XXXX ) was charged a {$200.00} ATM withdrawal at XXXX IN XXXX XXXX CA. XXXX XXXX XXXX. The ATM had nothing alerting users of any problems. I inserted my card pressed English, No didn't need to look at balance, Main Menu, Withdraw Money, {$200.00}. It acted like it was communicating with BofA. Then the screen had a ERROR MESSAGE. I told the Clerk who's shift is XXXX he said " Don't Worry Your Card Won't Be Charged " I went about my day. At XXXX I checked my card and My card WAS INDEED CHARGED {$200.00}. I immediately got the station 's number and called. The clerk at that time was different and spoke little english. I told him everything and he just kept sayin The Clerk that was there when this happened will be back at XXXX tomorrow. I told him he needed to put a out of order sign. At XXXX I called them again. The clerk remembered me and said " YA A YOU'VE GOT TO CALL YOUR BANK AND THEY WILL HANDLE IT " I said WHAT? GIVE ME THE ATM OWNER 'S NUMBER. He gave me the number. I TOLD HIM AT THE VERY LEAST THEY NEED TO PUT A OUT OF ORDER SIGN HE SAID " IT WORKS SOMETIMES " XXXX? 
I called the number A automated voice said " IF YOU HAD ISSUES AND YOUR CARD HOLDER IS BANK OF AMERICA CARD PRESS # 1. I pressed # 1 then heard ringing on the other end.

THEN A AUTOMATED VOICE SAID WELCOME TO THE CUSTOMER SERVICE OF BANK OF AMERICA. Almost immediately a Bank of American representative came on the line. Asking me all the standard questions which I answered. I told her everything and She transferred me to Bank of America 's Fraud Department. The next BofA employee I spoke with asked me again all my standard questions # 1 name as it appears on your card-XXXX XXXX XXXX. Birthdate-XX/XX/XXXX. Last XXXX numbers of my social security number- XXXX. Name of my pet- XXXX . Again I repeated my story. Which at first she said she couldn't see. 
I told her on line when I looked at my account it was XXXX something when you hit it The drop down information says XXXX XXXX XXXX XXXX XXXX. That is when she found it and said " OK MS.XXXX  WE'LL HANDLE THIS FOR YOU NO PROBLEM. IN 5TO7 DAYS YOU WILL SEE THE MONEY BACK ON YOUR CARD ''. 
I ASKED AGAIN IF THERE WOULD BE ANY OTHER ISSUES BECAUSE ITS A EDD CARD BECAUSE OF THAT IT IS SUPPOSED TO BE UNLOADABLE BY ANYONE BUT THE EDD. BUT I HAVE HAD MONEY RETURNED TO THE CARD AFTER BEING CHARGED FOR SOMETHING I DIDNT RECEIVE OR WANT.

Two days later XX/XX/XXXX I went to the store before going in I went to the BofA website to check my balance before shopping. I WAS UNABLE TO ACCESS MY CARD INFORMATION AND GOT A ERROR MESSAGE INFORMING ME MY CARD HAS BEEN CLOSED AND CALL THE NUMBER ON THE BACK OF THE CARD. WHEN I CALLED THE NUMBER THEY SAID " YOUR CARD HAS BEEN FROZEN YOU MUST CONTACT THE EDD. " WHICH I DID BUT COULD NOT GET THROUGH I ALSO WENT TO MY UIONLINE ACCOUNT MY ACCOUNT LOOKED ABSOLUTELY NORMAL I HAD NOT RECEIVED ANY EMAILS TEXT MESSAGES OR MAIL IN MY EDD INBOX. I CALLED BOFA AGAIN AND WAS TOLD THE SAME STORY 2 DAYS LATER I GOT A TEXT MESSAGE TELLING ME TO GO TO UI ON LINE AND VERIFY MYSELF. I HAVE DONE THIS 3 TIMES ALREADY BUT SENT ALL THE REQUIRED DOCUMENTS THAT THEY ASKED FOR. I ALSO CONTACTED ASSEMBLYMEN XXXX XXXX 'S OFFICES TO ASK FOR HELP. ON THE XXXX I RECEIVED A TEXT INFORMING ME THAT I HAVE AGAIN BEEN VERIFIED BY THE EDD. I CALLED BANK OF AMERICA AND WAS TOLD THAT IF I HAVE CALLED EDD AND BEEN VERIFIED THEN THEY WOULD PUT A REQUEST IN ON MY ACCOUNT TO UN FREEZE IT. THAT WAS 2DAYS AGO. IM NOT GOING TO GET INTO HOW POORLY I WAS TREATED AT EVERY BANK OF AMERICA IN XXXX XXXX COUNTY DURING THIS XXXX WE CALL THE PANDEMIC. I AM UNEMPLOYED I AM WHO I SAY IAM AND NEED THE MONEY THAT IS ON THAT CARD. IF I COULD WORK I WOULD. IF I COULD JUST TELL THEM ALL TO FORGET IT I WOULD BUT I CANT.

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