Consumer complaint received 2024-08-04 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I have had many issues with Bank of America.I was one of their EDD Debit card customers. During the pandemic I had fraud on my EDD card. My computer was hacked and my identity stolen. I reported the fraudulent transactions and my claim denied in less than 24 hours.XX/XX/XXXX they were sent my police report. By this time my fraud was up to XXXX in transactions. At the same time my identity was taken and my bank account compromised, credit cards used B of A knew about this as it was all included on my XX/XX/XXXX police report. I phoned in XXXX of XXXX spoke to XXXX XXXX, he asked for more time. XX/XX/XXXX is when I received two letters from USPS both of my claims had been denied claim # XXXX for {$1700.00} and claim # XXXX {$6500.00}. I opened a complaint with the CFPB. Between XX/XX/XXXX and XX/XX/XXXX there were 11 new claims opened without my knowledge or my permission. I have been locked out of the online banking portal the error says wrong social security number. I asked the bank for a list of transactions and their reason behind denying my claims.XX/XX/XXXX via email a transaction list of all debits and credits arrive from PrePaid claims. There are double and triple debits on this paperwork ; On their very same paperwork dated XX/XX/XXXX the double snd triple debits have been removed. This has been tampered with. I have managed on my own by working with merchants to get some of my money back. I asked the XXXX  in XXXX and many of the merchants if they would investigate this for me.They came back also thinking this was fraud. So not only do merchants think this was fraud, I am getting money back.The police report states very clearly what is going on and by all rights and according to the bank policy which says they have a 0 liability guarantee for consumer debit cards and online mobile security. They have failed to honor this. I have proven that fraud occurred. Had they done their due diligence and requested the photos and videos from the merchants they would have seen this. They chose to not investigate and to keep me waiting for 3.5 years.The difference in the paperwork shows that someone has removed what they do not want to deal with or reimburse me for. I sent this over to XXXX XXXX Regulatory Specialist and asked him to explain these issues and he has yet to respond! I am very sure that removing items is not legal or ethical I have highlighted the 109 pages, pink are my transactions yellow are either double or triple debits or fraud. XXXX has vanished and refuses to reply to me. Nobody at the bank will look at or give me an answer as to why this has happened.I now believe that prepaid claims sent me over a document not meant for me to see. Also being locked out of my account for imputing the wrong social security number leaves me very concerned that something bigger may be going on. It feels to me to be a mass cover-up by Bank of America . At this point being they have waited close to 4 years I am told by XXXX XXXX that an investigation is not able to be done due to the length of time. The merchants no longer need to be held accountable which was something I was very concerned about and brought to XXXX XXXX attention in an email.

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