Consumer complaint received 2024-05-21 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:
Okay this is my second complaint regarding this matter, I disputed my account with bank of America prepaid debit card service who provided a card to a individual who used my stolen information to collect my benefits, I first notified the bank of the dispute in XXXX, I then suffered a medical accident that cause me to be placed into a coma, after recovery I call in about my claim and after they put me through the ringer in regards to verifying my identity, ( witch to me shows proof that fraud occured ) they have me come into a branch of bank of america to show valid id and call from the branch to voice my concerns. finding out that my dispute was not properly documented rendering the whole dispute non existence, furious I then re submitted my claim. Witch was now made into 2 separate claim. Now over my personal phone I was magically verified. That was my first set of issues. Now waiting on any information on the status of my claim I to this day have not received any documentation on the matter. Seventeen ( 17 ) days into my claim I first get a denial on the second claim number on the 11th day, no documents on why or how they reached that decision, as well as the factors I requested to know. The first claim of non archived transactions.is still ln pending status. This is not making sense to me so I look into the matter, it is to my understanding that my claim of the archived transactions was denied solely on the possibility of the bank not being able to go after the merchant for funds I disputed. I don't think that's complaint with EFTA mainly in regard to regulation E. The have not handled my dispute in any way shape or form compliant to the specific rules that are laid out in the law under regulation E. Further more, the time fram is past the 10 days required by the law in the EFTA under regulation E 1005.11, from the time I disputed the transactions, to statement plus 60 days I should be extended provisional credit. That's just the EFTA. Not only that fact XXXX requires them to provide provisional credits after 5DAYS! Being that these people ( BOA ) has gone on record stating they let XXXX XXXX dollars into the hands of criminals, I'm not understanding why they think they can keep my benefits from me. Regulation E also states that if they are to provide me with provisional credit, they can request I put this in writing. Witch they have not requested at this time. They have requested I send in my drivers licence and medical documents, witch is a violation of the privacy act of 1947, as well as HIPPA. So I comply, they give me a fax number to send it to. I call later on to check the status and they don't have them and even state that I was given the wrong fax number, now due to the mis information given to me by the rep of bank of america some random fax machine has my medical documentation, as well as a copy of my drivers license information. I tell they this and they say all they can do is submit a complaint, witch I doubt they did.and they give me a new fax number to now haven't to find a way to get out and send out again. This a huge violation of my rights and I'm furious about the whole thing. Being that I'm trying to get the benefits I need witch are necessary to my survival at this point I do it again and send them out and when I call in 3 business days later the documents are still not attached and the customer service rep tells me " well everyone shares a fax so ANYTHING COULD HAVE HAPPENED ''. Please refer to all the recorded phone conversations to see what I'm saying is true. How is it that a bank is letting everyone have access to a consumers private information. I will be shocked to learn that up to this day they still havet submitted my documents. When I ask to speak to a supervisor they simply say they will tell you the same thing and that they don't have back office access to further look into my concerns, so in a nut shell I'm still with out payment while they are taking more then ten ( 10 ) Business days to investigate the matter but they have requested my personal medical information then had me send it to the wrong fax number, and when I asked they said '' well its not mandatory, we ask if your willing to submit them under your own interest of getting a verdict on your dispute. THATS NOT HOW THEY WORDED IT WHEN THE REQUSTED THAT I SEND IN THOSE MEDICAL DOCUMENTS. This is criminal to say the least and I'm submitting a second complaint because after the first one I got one email from XXXX XXXX stating I would hear back in 48 hrs and I haven't received anything since that email was sent to me six days ago. I called in today and REQUSTED to be connected with a supervisor and the lady said well they wont tell you anything different then me and I replied on since my status is showing pending and I have concerns on regulation E compliance. Why isn't there anyone I can speak to and she then stated that they don't have anyone that can give me any more information on the matter that I have to wait for a decision. Being that these people are most likely not properly trained on how to handle these disputed while remaining in compliance with regulation is is no one fault but the company in my opinion so I thanked her for her help gave her a good score on their survey as I always do and came back to the cfpb to submit this second complaint.im in serious need or my earned benefits as a consumer and they being with held from me using sneaking tactics will not be tolerated, i have asked on multiple occasions on where i would submitted paperwork regarding litigation on the matter since they cant seem to remain in honor when handling consum er information and concerns and again got the same generated answer that states they don't have any further information on the matter. This is unacceptable and I'm ready to sue for much more then my disputed claim.

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