Consumer complaint received 2024-09-17 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:
The state of California moved its unemployment benefit distribution from Bank of America to XXXX XXXX. Bank of America gave a single option to account holders with a remaining balance after the XX/XX/XXXX date of account closure -- to mail a check. 

My remaining balance was {$7000.00}, the bulk of my unemployment benefit, at the time of account closure. I requested a check. BOA sent out the check, and I received a notification from USPS Informed Delivery indicating an envelope that looks like the check would arrive in a 3 day window around XX/XX/XXXX. I gave it until the XXXX and hadn't received anything. 

I called Bank of America to make sure delivery was still on track and nothing odd happened. Around the same time, I opened a case with USPS to find the envelope. I told the Bank of America representative I was concerned the check may have been stolen. The representative told me that the check delivery window is 3 weeks and I have no reason for concern. I told them I was concerned it would be cashed. They told me not to worry about it. I described the envelope I saw in informed delivery. The representative told me in no uncertain terms that the check they sent would NOT have a Bank of America return date on it, and would not be an unmarked envelope - that instead " it will look like spam ''. I was not sure what else Bank of America would send me, as I have no other accounts with them. 

I waited the 3 weeks and called back on XX/XX/XXXX. This time, the representative informed me the check had been cashed on XXXX, just a couple days before I called the first time. I did not receive the check, I did not cash the check and I did not authorize anyone to cash the check for me. They set me up with a fraud claim and sent me a fraud packet. 

They mailed me the fraud packet to fill in. When you receive their fraud packet, it has a claim date on it. If they receive the completed packet more than 15 days after the printed claim date, they are eligible to deny your claim. I received the packet 2 days before the 15 day window was up. 

I filled in the packet anyway, sent it back, and called them. They told me the claim would not be denied in this case for the packet date, and to wait 90 days for an update. 

About 2 weeks later I called back for a status update, and the representative indicated the claim had been denied because they did not receive the fraud packet in time. They sent me a new packet. 

I was told to print out the packet this time, and send it in. For some reason, the had a date of just 2 days from now to complete it. I voiced this concern to the representative and they said to XXXX  overnight the packet ( without reimbursement ). I did. 

I called back a few days later and they indicated they had received the packet, they had everything they needed, and were going to review my claim. They told me to call back in 90 days again. 

I called back about six weeks later ( today ) and was informed that the claim was denied because the " Check number '' field was not filled out. I told BOA I did not receive the check, that is what the claim is about, and I had double-checked with them that they had everything they needed from me previously. They responded by giving me the check number and telling me to mail in my old packet ( with the old date ), informing me that the packet will not be denied based on the date. 

I am complaining because this process is inane. The funds in question were left in their care and I have had much diligence in tracking them down. They deny my fraud claims over asinine reasons like " not having the check number '' for a check I never received. When they deny the claim, they do not reach out -- not via phone, email, or letter -- instead I must call them and find it out for myself. 

I feel as if this process is setup with the intention of being hard to complete. Why do I have to mail in a hand-written packet again just to add the check number that _they_ just provided me? It is nonsensical. BOA stands to gain from this process as if I give up, they do not have to take responsibility for the stolen check or for allowing the check to be cashed without verifying identity. 

BOA is not handling this in a timely or professional matter, and considering the resource at play ( unemployment benefits ), it is negatively impacting my life heavily.

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