Consumer complaint received 2021-09-23
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 XXXX Bank of America prepaid card. On Monday XXXX XXXX I attempted to withdraw {$1000.00} dollars off of my XXXX bank of America prepaid card inside in Bank of America via a Teller and the card was declined stating " insufficient funds '' which false due to the fact that I did indeed have the {$1000.00} on my XXXX Bank Of America prepaid card. I called and spoke to XXXX, a Bank of America representative through the customer service line and she checked and saw there was a block on my card and she unblocked the card so I could use my funds. On Tuesday XX/XX/XXXX of 2021 I went to a gas station inside with the clerk and I asked for {$7.00} on the pump for gas and my card was declined again I called Bank of America customer service and the representative stated there was a glitch in the system which was causing the card to be blocked and then they unblock the card the representative stated that someone requested that I was sent out a new card WHICH I HAVE NEVER REQUESTED! and I still wasn't able to use funds. On Thursday XXXX XXXX I went to another Bank of America Location to withdraw {$13.00} which was declined. I called Bank of America customer service and the representative stated they had unblocked my card again and couldn't understand why the card was blocked. Today Saturday XXXX XXXX my card is still blocked and I'm still unable to withdraw and/or use my funds I have been speaking to Bank if America representatives all day the representative stated error code pops up while trying to unblock my code and they can see that it's blocked but it has no reason why. And no one can explain why the card keeps going on blockEvery single time I have attempted to use my Bank of America card it is instantly blocked which prevents me from using my own personal funds on my card. This has been very frustrating due to the fact that I reported this matter to the Bank of America resolution department on Several times as well as the consumer Financial bureau. I received an email from XXXX XXXX Resolution Specialist Regulatory Complaints Bank of America XXXX, extension XXXX Case number : XXXX. XXXX has NOT BEEN HELPFUL OR EVEN ATTEMPT TO RESOLVE THIS ISSUE. I sent her two emails after the block was removed and then placed back on randomly the emails I sent her were on XXXX XXXX and again XXXX XXXX which she has chosen to ignore. The following days I receive a letter in the mail stating in a summary that the blockages would be removed and in 60 days I would receive an actual reason as to why this blockage has continued EVERY SINGLE DAY without reasoning. I have yet to receive a follow up letter and or email. This is completely uncalled for. Today XXXX XXXX my card is blocked and Im unable to use my funds which is preventing me from paying bills and purchasing necessities. I have spoken to several boa rep. And no one can unblock my card.

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 non-monetary relief