Consumer complaint received 2023-12-08 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
From XXXX - XX/XX/XXXX I had numerous hacks and attempts of my money being stolen and my card constantly frozen. 

I was told by representatives to quickly move money from my account when a deposit hit because they had a problem with money being stolen from EDD cards. 

I have written a complaint twice regarding this and the response was that my credentials were given therefore not their fault. However, my credentials were not given but I believe stolen through their system. 

The XXXX letter a got the phone number to discuss was faulty and had too many numbers in the phone number so I could not reach XXXX XXXX who said in the letter they are not at fault. I don't understand how somebody would put 11 numbers for the main phone number on a business letter and not see the error unless intentional so I CAN NOT call her back. I am dumbfounded by the huge error if in fact an error. 

Early in XX/XX/XXXX when my 5-6th card number was hacked once again I was told by a representative someone had been calling and giving my information and trying to get into my account, so once again I froze it. however this representative also told me they had an accent and could not pronounce my name so was clearly a hacker and would send a new card. The day I got my card I called to find ALL my money had been send to XXXX XXXX. Also the bank has a max on the amount. you can transfer to your other accounts so the original suggestion " get your money out of bank quick '' was not useful because they didn't allow that much of a transfer. I found out shortly after my account was frozen and a new card was sent, someone obtained the new card number before I received my card, was able to change my address, phone number email and security questions even with all the notes on my account ( which I believe to be since the representative prior to the theft read them to me ). They were then able to XXXX XXXX the balance to somewhere and someone. The bank told me NOT to call the police because they would do their own investigation. When I have asked since then as to where the money was sent, to whom how this happened the response is that i gave them my credentials when clearly the other way around. In addition, I was left without any money for 2 weeks causing extreme financial hardship for my family and specifically my young child. Missing rent, missing utility payments, unable to sign her up for summer programs or purchase any food. I have told the bank and this on each of my complaint but they don't answer my questions, refuse to give me any information as to where my money was XXXX XXXX XXXX and leaving me feeling extremely vulnerable as it was clearly stated by representatives this person or person ; XXXX had my personal information ssn, address, email, etc. and access to my card numbers before I even did. It is quite clear my identity has been hacked, my social security number has been stolen through their system and they refuse to take any ownership so far as to send me letter with unusable phone number to reach out to discuss. When I called back the first representative and asked for the location of the XXXX XXXX wire and name they would not provide it and then told me to call the police months after the fact when originally told me NOT to call the police. I have asked them to listen to the recorded calls with their agents and they clearly did not because each letter response completely ignores my questions and gives me an answer to one I am not asking. I want the name and location of where my money was sent thru XXXX XXXX. Was it even in the state I now live???? It is not easy to pick up XXXX XXXX money and this person would have to have an ID with. my name of it unless they sent it to another name but they REFUSE to those details and just repeated the same answer to a question I was NOT asking. So completely disregarding what I am asking for and repeating that I got refunded and was solved is not the question. Who took it? and what are you going to do about my stolen identity and the fees and stress i had to go through due to your company 's actions???? 

I am in awe at how horribly they have handled this and I want loss for the funds I lost due to fees, having to borrow money and pay interest, ruining my XXXX XXXX, getting fined on numerous late payments and finally to have my identity stolen. Going with out food with a XXXX XXXX Who is using my social security number and after this I started having issues with another bank account I would transfer money too from this account. Therefore most positively identity theft! 

But to send me a letter with a non valid number with 11 digits so I can't even call back real sly and completely disregarding the actual issue and answering word for word something I know. Yes, I got the money back 2 weeks later but i also had my identity stolen, other bank account vulnerable and open to constant hacks and 2 weeks with NO MONEY. I will keep posting this and I want some real help from BofA.

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