Consumer complaint received 2020-11-10 00:00:00
Product: Credit card or prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
I live in Maryland, and filed for unemployment insurance benefits in XX/XX/2020 due to the COVID-19 pandemic. I was then issued a Bank of America Government Prepaid debit card by the Maryland Department of Labor, and have been receiving my UI benefits on that card since XXXX. 
On Saturday, XX/XX/2020, I logged in to the Bank of America mobile app to check my balance, and discovered a fraudulent transaction. The transaction in question was a {$180.00} cash withdrawal from a XXXX XXXX XXXX, that had occurred the same day, on XX/XX/XXXX. Because I did not make that transaction, I do not have a XXXX XXXX account, and I have never used a XXXX XXXX ATM or any of their services. 
I called the phone number on the back of the Bank of America prepaid debit card to report the fraud and to initiate a claim the same day ( XX/XX/XXXX ). After being on hold for 2 hours, I was disconnected due to their claims department being closed for the rest of the weekend. I called Monday XX/XX/XXXX, and was finally able to file a claim with the Bank of America fraud department after waiting on hold for 3 hours. I explained that I did not make the transaction in question, and inquired as to how this could have happened since I didnt lose my debit card, it never left my possession, and Ive never given my card number or pin to anyone. I was told by their claims representative that they had recently received a higher than normal call volume due to this exact circumstance involving white card fraud, where many people had their prepaid government debit cards cloned and fraudulently used all over the country. The representative also informed me that the fraudulent transaction was made at a XXXX XXXX XXXX in XXXX XXXX, Maryland off XXXX XXXX XXXX, and indicated that it looked suspicious due to the fact that I live no where near that location nor have ever used my debit card there. Despite this knowledge, the representative was unable to tell me how this could have happened, what Bank of America was doing to investigate these claims, and what I could do to prevent this from happening again. After making my claim, I was informed by their representative that they would be investigating it, and that I should hear back from them in 7-10 business days but the investigation could take up to 45 days to complete. I was reissued a new card sent via express mail that I received on Wednesday XX/XX/XXXX. 
I am signed up for USPS informed delivery, so was notified by USPS that I had received mail from Bank of America regarding my claim, on XX/XX/XXXX. The letter from Bank of America was dated XX/XX/XXXX, and informed me that my claim had been closed, and that Bank of America would not be refunding my money because they found that I had committed fraud by making the claim. 
Not only did Bank of America never investigate my claim, considering it was closed one ( 1 ) day after I made the claim, but I was also informed in their letter that the onus of proving the transaction was fraudulently made, would be on me. Meaning that I would have to show proof and documentation that I didnt make the transaction, if I decided to reopen my claim. It is not my responsibility to prove that I didnt make this transaction, and if Bank of America had investigated my claim by contacting XXXX XXXX to view their ATM footage from XX/XX/XXXX, they would have seen that it was not me who made the transaction. 
I was able to very easily find proof of other people who have experienced the same issue regarding their unemployment benefits being stolen, and Bank of America closing their claims without ever investigating them. In addition, just like myself, they were accused of fraud. 
This is wrong on so many levels, and I will not stop pursuing the fraudulent actions of Bank of America. These criminal actions are being taken against people who are suffering financially, and Bank of America ( specifically their Government Prepaid Unit ) needs to be investigated immediately.

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