Consumer complaint received 2025-06-29 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing a complaint against Bank of America visa prepaid card for mishandling a fraud dispute involving my XXXXXXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX  ) prepaid Visa debit card. 

During the XXXX pandemic, I was approved for XXXX benefits. However, I never received the XXXX debit card or any of the benefits I was eligible for. Instead, someone fraudulently redirected replacement cards to addresses that were not mine and withdrew funds I never had access to. I personally froze the card due to these concerns.in XXXX XX/XX/XXXX My name is XXXX XXXX XXXX XXXX First off I would like to thank you for your time here today and express my gratitude and appreciation for giving my pill your consideration and Hope in which you will consider it in my favor. This documents that I have for you or authentic and real it shows that my mother has completed her XXXX from XXXX XXXX and if you know anything about XXXX and XXXX XXXX it's a given that she was attending appointments before and has to attend recovery appointments after. So not so not only did I have to witness my mother is going through this and not soon but right after my father becomes ill between XX/XX/XXXX and XX/XX/XXXX. Very upsetting at the time I was overwhelmed to make time to verify my ID get on the phone and talk with XXXX and trying to juggle daily tasks my mother 's recovery and my father becomes ill and has a XXXX XXXX XXXX and XXXX XXXXXXXX and I don't know how to say this any other way but what I was going through was unbearable. XXXX was even worse was that at the time of covid and getting XXXX XXXX XXXXXXXX and my mother 's XXXX XXXX after my father 's XXXX XXXX things seem to get brighter as my dad was in a recovery when he got out of the hospital and was in good spirits and ready to come home Friday I spoke with him me and my mother happiest I could ever think he would ever he was ever in his whole life said he could get up and walk to the bathroom and XXXX by himself. You figured he just stay till Monday and pick him up tragically Sunday XXXX went to the hospital with another XXXX XXXX ended up on life support : - ( he passed away sadly that was the end of a great man. So if you consider my appeal and you hear and you see what I have is not a reason or an excuse It's a real life emergency that I couldn't put off or brush off. It was more important than anything else yeah pandemic it was a real disaster for me at least devastating to deal with. I hope you consider approving the appeal in my favor. These papers show that my mother 's completion and it's obvious that before and after she still had appointments including my father 's And Timely death and that she is currently still taking medication for the XXXX XXXX so who's that I have no excuses but real emergencies at that time to show that it was very complicated for me to put it off the people that I love most of my life and everything verify my ID just for some money my family is more important thank you that's all Despite filing a dispute with Bank of America for six unauthorized transactions, my claim was wrongfully denied, with the bank claiming I was " not eligible for the payments '' and had " authorized '' the activity. This is completely false. Also no I have since won my appeal with the XXXX, and they have confirmed that I was in fact eligible for those benefits during the time of the disputed transactions. I didn't have any online access to B.O.A at all. I couldnt get access to my XXXX online at the time these transactions occured. I would call to get replacement card and by the time I received it somone had already sent another replacement to a different address basicly any thing done online wasn't me To make matters worse, I was the primary caregiver to my father, who became critically ill and eventually passed away from XXXX during the time of this dispute, which delayed my ability to act immediately. 

I am asking the CFPB to help me resolve this situation by holding Bank of America accountable and requiring them to Refund the stolen benefits Reconsider their wrongful denial I have already submitted a formal letter to Bank of America and requested all account and mailing history. This situation caused me financial hardship and emotional distress during an already devastating time. 

I've been disputeing these six claims since XXXX until present day ---

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