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:
Two years ago when pandemic first hit the XXXX I was forced to file for unemployment. After doing so my claim got approved waited months to receive my XXXX card after waiting waiting for 3 months I finally called BANK OF AMERICA to be placed on hold for 7 hours to finally get through to someone just to be transferred and hung up on. The long hours on hold continued for weeks straight. Finally got through and spoke to customer service I simply explained I have been waiting for three months to receive my benefits card. Just to be told to continue to wait it takes time. Another few weeks came and passed I called again waiting on hold for 5.5 hours got through and was told they'll were already sending me another card per my request from day before. I never called the day prior to my call weeks before. Customer service also said my balance was zero I explained thats impossible cause on my XXXX ONLINE ITS SHOWING XXXX THATS THEY PAID ME. Got transferred to claims department to find out someone intercepted my card and used my funds. All my mail had been transferred to an unknown address that didn't belong to me nor have I ever lived in the residence where my mail was forwarded to. That day I filed a claim with BOFA THIS was in XXXX of XXXX Bank of america has denied my claim multiple times right after I file it call back next day and its been closed and denied. Not one rep could tell me how or why it was closed just that it was closed. I said well what can I do I need my money and I been reaching out trying to get my card since 3 months ago being XXXX of XXXX I filed for XXXX in XXXX or XXXX. The bank said its been closed and there's nothing they can do. I asked for multiple supervisors because this is my hard earned money I am intitled to and XXXX dollars I am not gon na just forget about it. I got so much misleading information from customer service to claims the risk department I spoke with everyone. Pleading for help that I was behind on my rent and utilities and given notices to pay or quit. I suffer from XXXX this has caused me stress and to be hospitalized several times. After months of fighting for my money I realized I was getting nowhere then I receive a letter stating if I had a previous claim from XXXX to approximately XXXX of XXXX I can request to reopen my claim and have it investigated and or request the reason behind their denial that was just generated from their system. I filed this claim back in XXXX here we are XXXX of XXXX and this claims department is still giving me excuse after excuse denial after denial. With no legitimate reason for denial just that ill get a letter 2 years later still waiting for a letter..I have provided bank of america prepaid claims department with every document I can to help them with this claim I've filed two police reports I have gave them proof of my residence lease proving my address I've verified my identity not once or twice but three times. Everyone that I speak to everyone has different information not one agent has told me the same thing its always sorry they lied to you but your claim isn't open its closed do you want to reopen. This has happened 5 or 6 times where I'm told it's open and being worked on to it never got reopened its been closed. I've filed complaint after complaint on claims agents supervisors. I've asked to speak to someone higher then a supervisor to get help and been told sorry supervisor is as high as you'll get. I asked to speak to back office since their working on my claim and the claims department just files them. And was told back office can't speak to me they don't have phones. Now I call and my claim is in pending status was told for a reopened claim it takes no longer than 45 calendar days its been about 60 now and I keep calling and the only thing they can tell me is I have to WAIT. I THOUGHT 45 DAYS WAS THE MOST BEING TOLD MY CLAIM IS DIFFERENT JUST BECAUSE. AND MORE TIME IS NEEDED BUT CANT TELL ME HOW MUCH MORE TIME ALWAYS BEING TOLD IM SO SORRY ILL FILE A COMPLAINT FOR YOU. IM TIRED OF FILING COMPLAINTS NEED HELP I NEED HELP GETTING MY MONEY BACK TELL BACK OFFICE TO NVESTIGATE GOOD AND REVIEW CAMERAS CALL MERCHANTS DO WHATEVER THEY NEED TO DO I NEED MY MONEY. THE AGENTS KEEPS TELLING ME THEY HAVE NO IDEA WHY ITS TAKING SO LONG THAT NO CLAIM HAS EVER TAKEN THIS LONG. I HAD TO GO WITHOUT MEALS UTILITIES BEING SHUT OFF ALMOST EVICTED FROM MY HOME DUE TO HAVING MY MONEY STOLEN. I NEED HELP GETTING THROUGH TO SOMEONE WHO CAN GIVE ME ANSWERS I MADE POLICE REPORTS IVE WENT INTO BANK BRANCHES VERIFIED MYSELF JUST TO BE TOLD ITS NOT THEIR JOB ITS A THIRD PARTY AND IM NOT PRIORITY. WOW. WENT TO ANOTHER BRANCH AND GOT A LITTLE BIT OF HELP BECAUSE I PUSHED THE ISSUE WITH MANAGERS THEY VERIFIED ME GAVE ME A BUSINESS CARD SENT MY FAX OF COPIES OF MY DRIVERS LICENSE SENT IT TO CLAIMS DEPARTMENT BUT REFUSED TO GIVE ME A CONFIRMATION NUMBER TO PROVIDE THE CLAIMS DEPARTMENT I AM AT A DEAD END I CONTACTED AN ATTORNEY FOR ADVICE AND WAS TOLD THEIR WAS A CLASS ACTION SUIT ON BOFA FOR CLAIMS BEING DENIED AND ACCOUNTS BEING FROZEN. THE ATTORNEY ADVISED ME TO GATHER ALL INFORMATION DATES AND TIMES I HAVE REACHED OUT AND WHO I SPEAK WITH WHAT THEY TELL ME AND COME BACK TO TALK TO THEM AND POSSIBLY FILE ANOTHER LAW SUIT BUT FIRST FILE A COMPLAINT HERE ON THIS SITE AND SEE IF I GET A RESPONSE FROM SOMEONE HIGHER UP FROM BOFA SO HERE I AM PLEADING FOR HELP FROM ANYONE AT BANK OF AMERICA LOOK INTO MY CLAIM ITS BEEN 2 YEARS XXXX DOLLARS AND NOTHING HAS BEEN RESOLVED MY CLAIMS ON PENDING FOR TWO YEARS OPENED AND CLOSED I HAVE PROVIDED EVERYTHING FROM POLICE REPORTS TO RENTAL LEASE VERIFIED MY IDENTITY MORE THAN A HANDFUL OF TIMES IF THEY INVESTIGATE MY CLAIM THEY WILL KNOW I WASNT THE ONE WHO STOLE THIS MONEY I JUST WANT WHAT IM FIGHTING FOR I EARNED THIS MONEY AND I WILL STOP AT NOTHING UNTIL I GET THIS SUCCESSFULLY RESOLVED. BOFA NEEDS TO DO THIER JOB AND STOP TREATING ME LIKE A CRIMINAL I AM A VICTIM I AM A HARD WORKING MAN I DONT WANT TO BE ON UNEMPLOYMENT BUT I HAD NO CHOICE AND THEN I WAS ROBBED OF MY HARD EARED MONEY IVE BEEN PATIENT FOR TWO YEARS I CANT TAKE IT ANYMORE I NEED HELP. PLEASE HELP ME

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