Consumer complaint received 2024-07-10 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I requested from Bank of America all statements on my XXXX account. They claim they do not have any statements in their system. I requested that they share with me what transactions are under each of the claims numbers they have given, they claim they can't do this. Why? I get XXXX or XXXX times a week letters stating that the claims are denied. I recently was sent from the gov.bank department a list of debits and credits. The debits many are double debits. When bringing this to their attention I was told that I am not looking at this correctly. How else is there to look at this when it shows a debit and then a second debit for the same amount or a slightly different amount? Debits are debits right? This can't be explained and this is something they sent to me! So if this is how the banking is done it really explains why during COVID I had no money. Then we add in the fraud that took place and the transactions that the bank feels were done by me or someone I know. A XXXX based XX/XX/XXXX?? an ATM in XXXX and a shopping spree in XXXX XX/XX/XXXX all took place within the same XXXX minutes. This makes no sense. While the bank was busy saying these were my charges I was busy reaching out to these places and I have been able to get the over XXXX from the XX/XX/XXXXt. I too have been successful in getting items like XXXX, XXXX XX/XX/XXXXout of many that the bank still needs to get. So if I can get the money they need to step up and take care of this fraud. They have a police report and a list of transactions that are not mine. They send me the same form letter stating that they are. This began 4 years ago. The police report was sent to the bank XX/XX/XXXX. I phoned they confirmed receipt of the paperwork I sent in and then they continued to ask for time to investigate. More time, more time, more time. XX/XX/XXXX is when I heard from them again. I was never given a provisional credit like XXXX XXXX and the XXXX Laws state. Time limits clearly don't matter to Bank of America. And the lies that I have been told should have never been. Don't tell me photos and videos are not available when you never requested that they be sent. I know they were available I told you they were for 90 days. You chose to do nothing about this. I have emails from merchants stating that they never heard from the bank. XXXX is the payment processor and I know that these fraudulent t transactions were never investigated. Now if the bank had done their due diligence they would be able to share what transactions are under each of the given claims and they cant or refuse to. If its anything like the paperwork sent to me via XXXX last night I am very concerned. They informed me of XXXX transaction they are fighting and they have it wrong. XXXX XXXX is my XXXX they are true and legit charges what is not ok is the double debit for this and XXXX out of the XXXX debits needs to be refunded to me not disputed. But with their lack of communication they do as they wish and continue to make a mess out of what started 4 years ago as simple. I would like to know when my money will be available for the fraudulent transactions you allowed to occur on my XXXX card. I feel 4 years I have been patient enough. To expect me to continue to be patient is not right. You want to take another 4 years I ask for the provisional credit that should have been given while you investigated this properly. If the letters I received last night are any indication of how this is being handled I will have no choice but to hire an attorney to help me with this. This comes off your website : You're protected by Bank of America 's {$0.00} Liability Guarantee : Fraudulent transactions made using Bank of America XXXX and debit cards are covered by our {$0.00} XXXX XXXX as long as you report them promptly. 

I am asked to call, I do also send emails just to never hear back from anyone. 

You cant seem to follow your own policies. Not only did I report this I also sent in my police report. XXXX liability??? So do you plan on honoring your policy? Also are the claims closed or open you keep giving me new claims numbers? why?

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