Consumer complaint received 2022-08-24
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:
On Tuesday, XX/XX/2022, at approximately XXXX I visited Bank of America Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX CA XXXX. The ATM machine was unable to provide the amount of cash that I needed, so I went inside the branch to have the issue resolved by a Bank Officer. After waiting in line, I was instructed to approach by the Bank Officer handling transactions. I advised that I just wanted to make a withdrawal and ran my card through the card terminal, which beeped and would not function. As soon as the Bank Officer " XXXX ' saw that it was a government issued card, " XXXX '' seemed annoyed and snarkily advised me " that card won't work, I need the card and your I.D . '' I provided the card and my I.D . to " XXXX '' and " XXXX '' advised that the card was primarily for the ATM and could be used for up to {$1000.00} daily ATM withdrawal. I advised " XXXX '' that I just wanted to withdraw the balance of the card in cash. " XXXX '' advised me that Bank of America 's contract was only for card use with their ATM 's, and unless I had an actual account with Bank of America, that the most " XXXX '' could provide is {$2000.00} in cash, and that the branch only had a limited amount of cash on-hand. I commented that relatively speaking, for a bank, the amount of cash I was requesting was small, approximately {$6900.00}. Again, " XXXX '' visibly annoyed now, loudly and sarcastically explained to me that they " Do not have the cash, We don't print money here, this is a Government Issued card, not a BOFA card '' and again denied me the funds I requested, but that the ATM OUTSIDE could dispense up to {$1000.00}, or the branch could provide only {$2000.00}. I was being denied my funds, that BOFA possessed. At that point I requested to see the Bank Manager. " XXXX '' walked off with my I.D . and my card and disappeared behind closed doors. At that point I felt really helpless and embarrassed, because all eyes and ears were on me from the other Bank customers in line a few feet away. I had an intense feeling of discrimination, like I was some sort of 3rd class person for having a " government issued card '' .. ( as " XXXX XXXX had loudly advised me and the rest of the bank customers in line ) a feeling I've experienced before because of my XXXX  American heritage. " XXXX '' appeared some minutes later, with a Bank Manager " XXXX ''. Right away, " XXXX '' started holding up my I.D . and my card for all to see, and was sarcastically reiterating what " XXXX '' had advised me, all the time bouncing my I.D . and Card to each syllable of each word she was speaking slowly, for emphasis apparently. " XXXX '' added that I could take the card to my own financial institution and, for a fee, be issued a cash advance for the funds existing on my card, but BOFA was denying me the funds I requested. At that point, feeling thoroughly embarrassed and discriminated against, I asked for my card and identification to be returned. " XXXX '' then apparently surprised, asked if I wanted the {$2000.00} cash. I reiterated that I just wanted my card and I.D . returned, which was given back to me promptly, and I departed the branch so I could consult the CFPB.

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