Consumer complaint received 2024-07-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
This is not the first this will be the second time with the cfpb and I've also filed like I believe two times or three times with the XXXX  against Bank of America and their neglect and they're no regard for customers that suffered huge trauma and identity theft and compromise personal information which led to their Bank of America account being hijacked and then be locked out and money being stolen Bank of America refuses and denies claims based off of location or the vicinity because it's either the same location or vicinity that the person lived in or the same state I believe that is irrelevant and that shouldn't even be allowed as an excuse to deny a claim because when somebody steals your identity or personal information it's normally people that are in the same vicinity that you're living in because that's how they were able to obtain your information or get a hold of anything that's personal or yours so that is irrelevant and that should be unaloud to use as a denial secondly it's been three and a half years that I've been trying to get money that's owed to me from an account that was opened during the pandemic for unemployment for the beginning of the account I was not able to access it get a card or anything like that I notified Bank of America but they would not help me because apparently there was a password that was put on to the account that I did not know because I did not put it on the account even though I was who I was I couldn't verify who I was to them so they would refuse to help me block the account freeze the account close the account I could do none of that so any money that was put into that account I did not use and I did not get whoever had my information and whoever had access to it was able to use and spend my money and Bank of America let them after trying so hard to get this money back and asking for documentation on the account I was then told and notified at that time which is currently this year 2024 that there was a second account in my name that had money deposited into it somewhere in the amount of {$9000.00} that I did not receive that I did not use and that I did not get and that I was unaware of yet their excuse of denying me is the vicinity or location I was unaware of a second account my question is why is there a second account that's very questionable and very suspicious that makes me want to ask was your agents that work for Bank of America at the time during the pandemic were they hijacking other people 's accounts where they using them and where they taking money from these accounts and creating other accounts for themselves I mean it's only a question that should be answered because the only people that can create those accounts are the people who work for Bank of America I can not so why was there two accounts in my name also they said they've paid me out an amount of {$7600.00} which is untrue because any money that was deposited to either account I did not receive I did not get and I was unaware because I had no access to either one of those accounts the only thing that I was paid out was just recently up until this year of 2024 and XXXX and I believe XXXX and it wasn't for any of those claims on the account they said it was separate from those claims they had nothing to do with those claims they didn't really give me a reason why they paid me out that money they just sent it to me and said it had nothing to do with the other claims which tells me I'm being denied claims that they already had previously put on the account that should have been closed but apparently they kept open and they kept putting money on there repetitively XX/XX/XXXX XX/XX/XXXX that's excessive amount of money being put on there and claims that were being filed was that not a red flag I'm frustrated and I'm upset because it's been three and a half years of trying to get money that's owed to me I suffered because of them I lost my apartment I had to live in my car with my kids I ended up getting covered I got very sick all because they denied helping me and doing their job correctly I'm going to upload a few things that I got off my credit report that shows proof that my information my personal information had been compromised during that time also I'm still receiving checks from Bank of America for {$10.00} {$11.00} {$7.00} and a letter saying that it's because it's what's owed from to me from the accounts yet they keep denying claims I just recently got another letter yesterday from Bank of America saying that they deposited more money into the account for me to call them so that I can have it dispersed into a check and sent to me for the amount of {$2.00} I believe where am I going to cash a check for {$2.00} why is there money being put in there where is this money coming from they never give me an explanation they can never explain why they just tell me I'm denied because of location so if those aren't being denied and they're being deposited and I'm being sent those checks then why are the other ones being denied it makes no sense to me they just want to pick and choose what they want to pay out and that's not okay with me and I'm not going to sit down and take it anymore I want what's owed to me it's only right and it's only fair they've already been the same treatment and they refuse to help the customers that they messed over

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