Consumer complaint received 2023-09-14 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: NY

Complaint narrative:
This was XXXX of the most humiliating experiences of my life, and happened on Wednesday, XX/XX/23 from XXXXXXXX XXXX XXXXXXXX at Bank of America , located on XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX 

I received my debit card from the XXXX in XXXX, and these debit cards are all from Bank of America. I received the debit card earlier this day, and activated it online using the website. I went into the branch because I did not want to withdraw cash, and wanted to withdraw a check, as I dont use Bank of America . After waiting, XXXX of the representatives asked me to insert my debit card, and entered my PIN. I did this twice, and the representative said it didnt work, and asked me to give my ID. So I gave it, and she asked me to come around the corner and did not even give me and explanation of what she is doing at this point. ( I also used the card an ATM shortly before and my PIN worked fine, I just did not want to take cash out and thats why I went into the branch ). 

I then waited at the ladys desk, and she was trying to do something on the computer, and then asked me to login to my online banking. Before I could even have a chance, she just said wait Ill be back. She just took my license and debit card and walked to the back again, and I asked if I can have my cards back. She said hold on and then just ran into the back of the bank. 

At this point, I have no explanation of what she is doing with my cards ( ID and debit card ), no estimated time, nothing at all when I just wanted to withdraw my OWN money, which I have documents and electronic accounts to show its all my money and its my debit card. 

At this point, no one is coming back to get me, and I have to go to the front of the bank on the line again, and ask where my cards are. Someone else came out from the back and gave me my ID, and said the debit card got stuck in the machine, and they cant take it out. I then was very shocked and upset, and told her I need my card back. I literally just received the card in the mail earlier in the day, which I was waiting weeks for. 

She then said show me your online banking account. At this point, I suspected even further they are thinking this isnt my card or whatever they want to think. She then goes into the back again without giving me a chance to even login and show her!! 

I then just login on my phone so I can show the tellers my account, and demand that the manager or teller come out so I can show them. The same lady who originally helped me comes out, and starts looking at my account. She then asked my name again, and I said my name is right there on the account, and you have my ID! She then asked to show me another card with my name, which I did, and then went into the back again to get my debit card back. She then handed it to me and did not say a word. I said you should be ashamed of yourself, this is how you treat people? Just take their cards and dont say anything? No further help, no explanation, no withdrawal of my money, nothing at all. Just accusation of fraud and stealing with NO EVIDENCE, and they were stealing MY CARDS!!! 

This was XXXX of the most disgusting and traumatizing experiences of my life. I felt like I was being robbed! 

Bank of America also got sued because they were holding peoples unemployment money! I am so disgusted by these practices, and disgusted by the rude, unprofessional, discriminating staff at this location!! This was theft! The bank tellers just stole my ID and my debit card and I had to demand to get it back!!

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