Consumer complaint received 2025-07-21 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am writing to formally dispute and clarify Bank of Americas response to my XXXX prepaid card fraud claim, which they continue to mishandle by introducing unrelated matters and relying on insufficient evidence. 

First, Bank of Americas response to the CFPB complaint improperly mixes in a separate, resolved issue regarding a QBSG dispute on a completely different account. That matter has nothing to do with my XXXX prepaid card ending in XXXX and should not be used to obscure or diminish the seriousness of this fraud complaint. Their inclusion of it in the XXXX fraud denial is misleading and obstructive. 

The core of this complaint is the theft of {$39000.00} in XXXX funds that were deposited to my prepaid card ending in XXXX, which was mailed to my correct address but never received by me. I did not activate the card, possess it, or authorize any of the transactions that occurred between XX/XX/XXXX and XX/XX/XXXX. 

Bank of Americas only so-called evidence is a vague internal document claiming the card was activated on XX/XX/XXXX via Consumer web at XXXXXXXX XXXX. This does not prove I activated the card. It does not show my IP address, device ID, phone number, or any personal identifiers. Anyone with stolen credentials could have activated this card online. The bank has provided no verifiable evidence that I accessed, controlled, or authorized use of the card or the funds. 

Furthermore I reported this fraud after discovering the theft, and my identity was compromised at the time. I have provided identification, utility bills, and sworn statements affirming I never used or received this card. 

There were no legitimate reasons to suspect I authorized these transactions. The absence of failed PIN attempts or aggressive spending patterns is not proof of authorization. 

The transactions clearly represent benefit theft, and I have taken all necessary steps to report identity theft and fraud. 

Bank of Americas failure to conduct a reasonable and good-faith investigation, as required under Regulation E, has resulted in the unjust denial of my rightful XXXX benefits. By deflecting with unrelated disputes and offering no actual evidence of my authorization, they are violating federal consumer protection laws. 

I request that this matter be re-evaluated on the basis of the actual facts and that the CFPB require Bank of America to provide Concrete proof that I activated or used the XXXX card. 
IP address, location, and device data from the activation event. 
A separate, complete investigation into this XXXX prepaid card claim, independent from the unrelated QBSG matter. 

I am demanding a full refund of the stolen {$39000.00} and for Bank of America to be held accountable for failure to investigate properly.

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