Consumer complaint received 2025-01-25 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Problem with a check written from your prepaid card account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
I am beyond upset right now before and on XX/XX/2024 at XXXX XXXX. I had a conversation with a representative at Bank Of America about the amount in question for the {$4800.00} and the {$1300.00}. I was told that the back office said that the funds were put into a personal Bank Of America account. I told them that I only had one account with Bank Of America that was not open anymore to prove to Bank Of America that I did not transfer funds over to that account nor did I put any funds into that account I sent over these documents on XXXX XXXX. I had already requested a few days prior for it to be recon in the system to be re-investigated. I was told that that was done before I departedwith customer service on the phone and if I am not mistaken, I want to say this was a supervisor I had spoke to. XX/XX/2024 at XXXX XXXX I want to say I called in around XXXX XXXX this morning but today I spoke with Bank Of America and I was told that no recon was ever put in for this {$4000.00} balance, and that the other Check fraud investigation has been pending since XX/XX/2024 with no resolution no answer no update during the month of XXXX. I called back in and spoke about these two amounts and now today I am being told that one is still pending, but the other one has disappeared. It just does not make any sense to me that I can have a conversation about a recon for two months straight and now today, I am being told that it basically never existed and that I have to wait another 2 to 3 days just to get an answer from the back office then technically because I will not, and I refuse to say that I never put it in when I have documentation proof of me sending in this information for diesel amount, but what I am going to say is that they lost my information they dont know what they did with this recon that they supposedly put in the system. I just spoke to a representative and I asked her specifically that I have any mail coming out to my house. I asked her this because I wanted to know what was popping up or showing in their system. She told me that there was nothing on its way to my home, although there was a balance of {$5.00} in my account that is now gone and I specifically just spoke to the claims department who told me that yes that check is on his way out to my house. Theres a lot of miscommunication going on with the Bank Of America. I feel like people who have gone through my situation accounts needs to be investigated with someone that is way over these departments that is working for Bank Of America at this point because I dont understand. Why am I going through the motel to get my funds back when they were easily taken away from me thats the first thing. The second thing is that Ive proven over and over and over again that I am entitled to these funds and that I did not receive my benefits. Bank Of America wants you to jump through hoops XXXX  XXXX XXXX XXXX  Before you can get your resolution and a piece of mind. I am very all done with this. this is very overwhelming, but I just refuse to give up because these are my my funds and I do need them and I am entitled to them. I am sorry that Bank Of America had to enter so much during the pandemic but now it is time to make things right with your customers and with the people whos had accounts with you guys? I have sent them all of my documents. Ive been sending in nothing but documents Ive done everything that was asked of me now can I please get my funds release back to me in one piece I have so many things that I have to do and so many things that needs to be done and I am being held up. Bank Of America has messed up my credit my name my personal informationand theres plenty more. Its very sickening and devastating and even once I do get a resolution even if it does fall in my favor, the devastation the irritation, the disappointment and the XXXX XXXX XXXX will never go away. Bank Of America has not been on my side. They have not been fair with me. I feel that my account has been neglected disrespected and ignored. Bank Of America has been very reckless and careless with my account and not only do I feel disrespected, but I am beyond upset.

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