Consumer complaint received 2022-03-03
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:
In XXXX of 2021 I filed for unemployment for the first time ever. I was told it takes a few weeks to get approved and receive payment shortly after applying and getting approved I received my bank card I withdrew XXXX dollars and put gas in my car. I had a prenatal appointment that I went to from there I was sent to the hospital  where I was XXXX XXXXnd would stay for the remainder of my XXXX so myself and my XXXX  XXXX  could get proper and immediate care. While in the hospital  for 5 months i got out to credit card companies wanting payment I never applied for any credit cards. In the following days I called XXXX to what I thought was to re-open my claim. Come to find out my claim was never closed it had been open from when I had opened it and that my benefits were loaded to my card. I couldn't find my card so I called bank of america to get a replacement card and asked my balance. I was told I had a balance of XXXX or XXXX dollars I said no because when I received my card before getting admitted in the hospital I had more than a few thousand on it and I only did one withdraw at bank and swiped it for gas. So we filed a claim and this is where it's all started. My account got blocked once I filed the claim and immediately DENIED. WITHIN A DAY. THE BANK THEN ASKED SECURITY QUESTIONS THAT I NEVER SET UP. I EXPLAINED TO THEM I DIDNT HAVE AN UNCLE SO HOW WAS I SUPPOSE TO KNOW THAT SECURITY QUESTION THEY SAID THEY COULDNT HELP ME GET VERIFIED THEN TRANSFERED ME TO A DEPARTMENT THAT CAN VERIFY ME. I DID GET VERIFIED THEN TRANSFERED BACK TO CLAIMS AFTER GOING BACK AND FOURTH I WAS TOLD TO WAIT FOR A LETTER IN MAL. I WAITED ABOUT 3 WEEKS NOTHING. SO I CALLED AND WAS TOLD MY CLAIM WAS CLOSED ACCOUNT IS BLOCKED AND TRANSFERED AGAIN. I GOT MYSELF VERIFIED AGAN GOT TRANSFERED BACK TO CLAIMS REOPENED MY CLAIM AND WAS ASKED TO VERIFY MY IDENTITY IN A BRANCH I DID THAT THE SAME DAY ALSO FAXED POLICE REPORT AND MY MEDICAL PAPERS SHOWING DATES I GOT ADMITTED AND DISCHARGED SIGNED BY XXXX XXXX XXXX I ASKED THE MAN FROM BANK OF AMERICA TO PROVIDE ME WITH A CONFIRMATION NUMBER AFTER SENDING MY FAX AND HOW WAS THE BANK TO KNOW HE VERIFIED MY IDENTITY. HE SAID WELL IM GON NA GIVE YOU MY CARD AND IT HAS MY NUMBER BUT RIGHT NOW I HAVE REAL BANK OF AMERICA CUSTOMERS THAT I NEED TO ASSIST THAT ARE PRIORITY FOR THIS BRANCH I SAID OK I UNDERSTAND BUT BANK OF AMERICA ASKED ME TO COME N AND DO THIS. HE SAID I DONT KNOW WHY YOUR NOT A BOFA CUSTOMER YOUR A THRD PARTY FROM XXXX AND THATS NOT PRIORITY. I SAID OK BUT I STILL NEED MY STUFF FAXED ALONG WITH HIS CARD AND A CONFIRMATION NUMBER. HE TOLD ME I CAN FAX IT BUT I CANT GIVE YOU A CONFIRMATION NUMBER WE DONT DO THAT HERE AND ITS NOT PRIORITY. BUT THEY WILL RECEIVE IT. I TOLD HIM OK THEY ASKED ME TO GET CONFIRMATION HE SAID TELL THEM TO CALL ME THATS YOUR CONFIRMATION. THIS WAS IN LATE XXXX TILL THIS DAY MY FAX WAS NEVER RECEIVED AND MY CLAM IN STUCK ON PENDNG STATUS I HAVE A XXXX  XXXX  XXXX  THAT WAS TRANSFERED TO ANOTHER COUNTY XXXX HRS AWAYS THAT IS UNDERGOING XXXX XXXX. I HAVE STAGE XXXX XXXX UNDERGOING XXXX  I NEED MY MONEY EVERYTIME I CALL I AM BEING TOLD SO MANY DIFFERENT THINGS ON HOW MY CLAIM WILL BE RESOLVED WITHIN 10 DAYS OR THEY HAVE TO ISSUE ME A CREDIT. THAT WAS A LIE. I WAS TOLD IT WILL BE RESOLVED IN 45 DAYS THAT WAS A LIE. I WAS TOLD IF THEY DONT RESOLVE MY CLAIM WITHIN THE FIRST 10 DAYS AUTOMATICALLY THEY WILL CREDIT MY ACCOUNT..THAT WAS A LIE. I HAVE REQUESTED HARDSHIPS ESCALATIONS. FILED COMPLAINTS WITH EVERY AGENT FOR ALL THIS MISLEADING INFORMATION I WAS GIVEN. NO ONE IN THE CLAIMS DEPARTMENT IS ON THE SAME PAGE AND HAVE THE SAME INFORMATION. BASICALLY THEY TELL US WHAT WE WANT TO HEAR NOT THE TRUTH. I WAS EVEN TOLD THAT THEY CANT TELL ME ANYTHNG CAUSE ITS CONFIDENTIAL I SAID THIS IS MY CLAM HOW YOU NOT GON NA LET ME KNOW WHAT MY STATUS IS OR UPDATE ME. I WAS TOLD SORRY IM NOT ALLOWED. OK SEND ME TO YOUR SUPERVISOR JUST TO GET HUNG UP ON HAVING TO CALL BACK. IM BEING TREATED AS I DID SOMETHING WRONG. LIKE I STOLEN THIS MONEY AND IM GUILTY UNTIL I PROVE THAT IM INNOCENT. I TOLD THEM I WLL HELP YOU GUYS IN ANYWAY I CAN JUST TELL ME WHAT TO DO AND I WLL DO IT CAUSE I NEED TO GET TO MY XXXX XXXX XXXX. BANK OF AMERICA HAS FAILED TO GIVE ME ANY TYPE OF CREDIT TO MY ACCOUNT AND FAILED TO PROPERLY INVESTIGATE MY CLAIM. I LET THEM KNOW THAT NOT ONLY WAS MY BANK OF AMERCA CARD HACKED I HAVE CREDIT CARDS THAT WERE APPLIED FOR MAXED OUT AND NOW THEY ARE SENDNG ME BILLS. I DID AN IDENTITY THEFT AFIDAVID WITH IRS I MADE POLICE REPORTS I PROVIDED BANK WITH EVERYTHING NCLUDING MY OWN PERSONAL MEDICAL DOCUMENTATION SHOWING DATES OF XXXX  AND XXXX  ALONG WITH MY XXXX  THAT IS CONFIDENTIAL AND PERSONAL BUT BECAUSE IT WAS REQUESTED TO SUPPORT MY CLAIM I FAXED THEM ITS BEEN A FEW MONTHS AND BOFA HASNT COMPLETED MY CLAIM ITS JUST PENDING AND THATS IT NO CREDITS NOTHING AND THEY ALSO SAID IM NOT ELIGIBLE FOR CREDIT BECASE MY CLAIM WAS OPENED AND CLOSED. THATS NOT MY FAULT THE BANK CLOSED AND BLOCKED MY ACCOUNT AND I WAS FORCED TO REOPEN NOW I CANT GET A CREDIT OF ANYTHING I JUST HAVE TO WAIT THEY SAID YUP THATS CORRECT. I FEEL LKE THE BANK DOES THIS PURPOSELY SO THEY CAN PUT CERTAIN XXXX ON THE BACK BURNER AND LEAVE THEM TO SIT UNTIL THEY GIVE UP AND JUST ACCEPT THE LOSS. I CANT TAKE A LOSS I EARNED EVERY DOLLAR AND I WORKED HARD FOR WHAT XXXX GAVE ME I WILL NOT TAKE A LOSS BECAUSE BOFA REFUSES TO DO THEIR JOB CORRECTLY. I HAVE BEEN TREATED UNFAILY AND TOLD I WASNT PRIORITY BECAUSE WERE THIRD PARTY. I JUST WANT MY CLAIM RESOLVED AND GET MY MONEY OUT OF THAT BANK AND NOT HAVE TO DEAL WITH THEIR RUDENESS FROM CUTOMER SERVICE TO CLAIMS THE BACK OFFICE AND SUPERVISORS THEIR ISNT XXXX PERFESSIONAL PERSON ANSWERING THOSE PHONE LINES THAT ACTUALLY WANTS TO HELP GET YOUR CLAIM RESOLVED. PLEASE LOOK AT CAMERAS AND TRANSACTIONS LOOK AT MY FAX THAT IVE SENT COMPAIR MY IDENTITY WITH THE PERSON USING MY CARD IVE BEEN VICTIMIZED AND MY IDENTITY WAS STOLEN WHILE I WAS UNDER DRS CARE I HAVE PROVIDED EVERYTHING I CAN TO HELP RESOLVE THIS AND NOW ITS UP TO THE BACK OFFICE TO DO THEIR JOB AND LOOK AT EVIDENCE PROVIDED TO THEM CALL THE POLICE DEPARTMENT SPEAK TO THE OFFICERS THAT MADE REPORTS I AM A VICTIM AND THIS IS REALLY AFFECTING ME BAD HAVNG TO CLEAR MY NAME AND CREDIT IS BEING RUINED IM HAVING TO SUFFER AND STRUGGLE TO PAY BILLS RENT I CANT EVEN BUY MYSELF A BURGER WHEN IM HUNGRY I HAVE BARROWED FROM EVERYONE I KNOW TO BEABLE TO GET TO MY XXXX  SICK BABY THEN HAVE TO COME HOME DEAL WITH MY HEALTH ISSUES AND ALL THIS BANK STUFF I AM BEYOND STRESSED OUT IM DRAINED I AM AT THE END OF THE ROPE. PRETTY MUCH AT A DEAD END MEANWHILE BANK OF AMERICA HAS ME STUCK ON PENDING STATUS UNTIL THEY ARE GOOD AND READY TO DEAL WITH MY ISSUE. PLEASE HELP ME GET THIS RESOLVED IN A TIMELY MANNER INVESTIGATE INVSETIGATE INVESTIGATE I NEED MY MONEY.

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