Consumer complaint received 2024-07-29 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Lets begin this with the most important thing...

YOU HAVE GONE INTO YOUR SYSTEM AND CHANGED LEGAL DOCUMENTS SOMEWHERE BETWEEN XX/XX/XXXX AND XX/XX/XXXX. YOU HAVE REMOVED THE DOUBLE DEBITS, YOU HAVE ADDED DESCRIPTIONS, ALTHOUGH THEY ARE WRONG THEY HAVE BEEN ADDED AND NOT SEEN PRIOR TO XXXX XXXX. THE BANK DEPOSITS AND CREDITS HAVE ALL BEEN CHANGED BY YOU WHY IS THAT? I WAS SENT THIS PAPERWORK XX/XX/XXXX VIA EMAIL BY XX/XX/XXXX IT HAS ALL BEEN CHANGED COMPARE THE TWO. IS THIS LEGAL ARE YOU ALLOWED TO REMOVE AND REWRITE A DOCUMENT THAT HAS BEEN SENT OUT PRIOR. I TOLD YOU WHY I LIKED HAVING THIS SENT AND THE GUY ON THE OTHER END NOT KNOWING WHY BECAUSE HE SENT ME REAL TRUE DOCUMENTS AND NOT THE NEW AND IMPROVED YOU ARE NOW TRYING TO PASS OFF. YOU HAVE CHANGED REMOVED REWRITTEN MY BANK TRANSACTIONS. YOU HAVE ADDED THINGS LIKE STORE RETURN. DO YOU SEE THE VET YOU ADDED AS A STORE RETURN?? UM ITS MY VET WHAT XXXX XXXX  CAN I RETURN TO THEM? YOU SCREWED UP AND PICKED RANDOM TRANSACTIONS AND MADE UP WHAT HAPPENED WITH THEM. XXXX IS ANOTHER XXXX  IS NOT SOMETHING YOU CAN RETURN? YOU SHOULD HAVE DONE YOUR RESEARCH BEFORE MAKING CHANGES THAT STICK OUT LIKE YOURS DO. A VET RETURN AND A XXXX XXXX. 

I DONT BELIEVE YOU CAN GO IN AND REMOVE DEBITS FROM MY ACCOUNT CAN YOU? CAN YOU MAKE UP STATEMENTS AND TRANSACTIONS LIKE YOU HAVE? I THINK THESE NOW BECOME FALSE RECORDS. RIGHT? I AM GOING TO CHECK HERE AND SHOW THE CFPB, THIS IS WAS SENT TO THE ATTORNEY GENERAL AND I THINK THE OCC AND THE FTC THIS IS LIKE FORGERY MAYBE ITS YOU WHO TOOK MY MONEY YOU DID HAVE SOME INHOUSE PEOPLE STEALING DURING COVID. AND YOUVE HAD TO COVER AN ORIGINAL DOCUMENT AND MAKE CHANGES THAT BEHOOVE YOU. AGAIN I THINK THIS IS AGAINST THE LAW. I TOO WILL BE GOING BACK TO THE XXXX AND CHECKING WITH THEM. FORGERY XXXX  ITS MUST FALL UNDER SOMETHING BECASE YOU JUST CANT ERASE HISTORY RIGHT??? AND THAT IS WHAT YOU HAVE DONE. SHOCKED IS WHAT I AM. I TOO WILL BE CHECKING IN WITH AN ATTORNEY. YOU HAVE REMOVED AND ADDED TO SUIT YOU. GOOD THING I SAVE EVERYTHING BECAUSE WHAT YOU HAVE DONE CANT BE LEGAL AT ALL. AND ITS ATTACHED TO THIS COMPLIANT Looking at the letters you have attached to your reply here. You are correct, the last time I wrote to complain about Bank of America was XX/XX/XXXX2 when I complained right here on the CFPB : I have my own copy and did not need you to send me anything.

You are very confused as far as the claims go You have turned my old XXXX XXXX claims into brand new ones. Nothing is new, nothing has been added or changed since my police report. And if any changes were made, t hey were done by you, not me. 

I spoke to XXXX XXXX supervisor in XXXX and she told me that none of my original bank statements were available anymore I was connected to and emailed a copy of debits and credits .It is XXXX pages.. I would like an explanation as to why there are double debits for nearly every transaction? I would like my account to be refunded for the double debits. 

XXXX XXXX Attachments Mon, XX/XX/XXXX, XXXX to me Thank you for contacting prepaid customer service. The statement ( s ) you have requested are attached. As a reminder, you can view past statements online at any time by visiting the website printed on the back of your card.

Please do not reply to this message, you will not receive a response. If you need further assistance, please contact Prepaid Card Customer Service at the number on the back of the card.

Thank you, Bank of America Customer Service I have not been able to view statements online for years now. Your system says I am puting in the wrong SS # Just tried it again. No luck! 

You are misinformed by thinking that the money I got back was on returns??? XXXX, XXXX, XXXX Dentist, my vet??? Come on really??? those are not returns!! That is called double debit or fraud. Probably hard for you to tell the difference when youre looking at a map to base your decision on a claim. Looking at a map, viewing shopping habits seems a bit outdated. dont you think? And if you dont live in XXXX  you could not base a decision on a claim by viewing a map.. Take a look at the photo of a typical day. Why dont you see where the closest BofA is to my home??? You could see I could walk a block and be at an ATM. XXXX seems a bit far. As does anywhere else. I know that my IP address was not the IP address used for the online shopping portion of the fraud. I was told that already. I was also told that I am happy you brought up refunds. I don't show a single store refund for my XXXX and XXXX returns. Where is the credit for my store returns? I have continued to ask where they are. 

I believe you feel youre delivering the info requested by me, But, youre not! Let me explain what I need from you another way. You have issued claims numbers to me. The claims decisions that arrived to me XX/XX/XXXX. Now when were those claims opened?? In XXXX This is where the problem is and the time of 3.5 years has gone by..

Looking at the decision letters you sent from XX/XX/XXXX we have Claim # XXXX {$2500.00} Claim # XXXX {$6600.00} Claim # XXXX {$1700.00} These are not new claims. Your decision was to deny all of them. I asked what you based your decision on. But more importantly I asked you to send me the transactions under each of the claims numbers. I wanted the transactions under each one of the claims which I would assume would total the dollar amount. I was sent 20 pages of transactions totaling over XXXX. Not correct. I have never had that much fraud on this account. This was sent as your proof of what??? How you went sideways with this and made a mess???? 20 pages where 90 % are true legit transactions shows me nothing. Please send what I have requested and that is once again the transactions under each of the claims numbers above that match the dollar amount of the claim. Since XXXX XXXX XXXX which is when the above were opened to present the dollar amount has changed. Having these transactions and the dollar amounts will give me a more clear picture of what's transpired. I can also check off the list the places that have sent me my money back. And they werent store returns as your letter to the CFPB states. 


My email to XXXX XXXX XX/XX/XXXX we had made it down to close to XXXX so things were moving in the right direction. XXXX XXXX put a gentleman in charge, XXXX XXXX XXXX ; he was like XXXX XXXX but at a very high level He then in turn got XXXX XXXX involved and those two were supposed to be with me until this issue was solved. They had my police report, the list of transactions, the name of the private owner of the ATM. They, like the others in the prepaid claims, knew that video and photos were available. All anyone had to do was request it. And nobody did. WHY???? 


XX/XX/XXXX you were sent a police report which discussed my computer hacking my personal bank account that was wiped clean, another credit card being used as well as my concerns about my identity. The difference between Bank of America and my other creditor is that the other who I have been with for over 30 years could clearly see the fraud. Now they would know my shopping activity and habits. You, not at all. I was spending to save my business, not a typical shop day out with the girls. You are blind to the fraudt! Keep in mind you thought it was possible for me to be at a XXXX dentist. An ATM in XXXX and a shopping spree at XXXX XXXX within the same 30 minutes. Does this make sense????? Does it fit your map theory?

Now I am told that youve not taken into consideration my police report?? You need to factor that in. It is huge!! XXXX in XXXX XXXX  saw it three weeks ago.I asked him about it and he said it is sitting in front of those who make big decisions Go and check the call. XXXX XXXX, XXXX XXXX XXXX and XXXX XXXX. They all had it. How did you lose it? Seems to me to be just as important and if not more important than the statements that have been tampered with. Is this how your bank operates? They dont like something that is not in their favor and its deleted or changed??

At the start your 24 hour turn around denied claims were being run through an auto feeder that has since been ruled by a judge that it cant be done.

You say in your response to the CFPB that you have reevaluated my claims. No you have not because that would take more than pulling out your map and deciding how close I lived to the transaction when you decide its mine. It would also take the merchants knowing that there are some fraud concerns and you failed to do that with any of the merchants back when this began and now like I have said the hands of time are not on my side. How did you expect for merchants to hang on to this for 4 years? Just because you arrive late to the party doesnt mean it starts over. I have said this in many faxes and emails to XXXX XXXX. The merchants no longer have to do a thing when the time limit has passed. This is up to you making this right. so please quit making up stories.

It took you 3.5 years to get back to me on the above claims that is excessive. When I heard from you it was XX/XX/XXXX. And that is why this has remained open. Let me share what I have NEVER DONE. I have never called and to give mass amounts of fraudulent transactions like your letter claims I have. That would never happen in this lifetime. I called and gave you my opening three. Sitting 4-6 hours on hold was not my cup of tea. I would fax, email, USPS and every blue moon call and speak to someone but this was never to opeb up disputes. I have never phoned you and added 65 transactions on top of multiple others! You had my police report and it was laid out beautifully as to what needed to be disputed. You should have been going down my police report transaction to transaction. There was a total of about XXXX at its very highest!!! Where or how you are coming up with XXXX, XXXX is absurd and nothing I have given to you. 

You opened multiple new claims between XX/XX/XXXX, and XX/XX/XXXX, and denied because we identified multiple factors that indicate that the transactions were authorized by you or made by someone who has permission to use the card as indicated in our previous correspondence I did not open up multiple new claims between XX/XX/XXXX and XX/XX/XXXX. Those claims are the old fraudulent transactions youve failed to take care of. There was nothing new about them!!! And you need to get together with your XXXX division, the prepaid claims, XXXX  which is your payor and the executive team. I was sent a list of transactions by your prepaid claims division. They asked me to highlight the fraud I did. This was nothing new, these were the same transactions I have continued to say are not mine since XXXX. 

During our investigation the transactions were within your geographical location, including online purchases, there were no failed PIN attempts, the spending pattern was consistent with disputed and non-disputed transactions There goes your map theory, a theory that is clearly broken and should not be used to determine anything!!! Do you live in XXXX? Because if you dont you cant say that anything is close to me! It could take 45 minutes to go a mile!

Those of you doing the map theory are also experts on my spending habits?? If that is true they should see that I dont spend {$700.00} on
shopping sprees nor do I frequent XXXX XXXX XXXX yet they claim those are my transactions!! XXXX is not mine and there is nothing to return to XXXX. All XXXX transactions needed to be sent back so could you get on that? XXXX that too not mine I have a store I sell on many platforms I do not use XXXX or XXXX and those all need to be refunded back to my XXXX card. 

I am so tired of you accusing me of giving my card to someone else!! Do share what card that would be. I have only my original card and the two others you speak of never come here .They have never been in my possession, they were not activated or used by me!!!! You have only sent me XXXX card.

there is a history of cancelled/returned items which resulted in a credit from the merchant on disputed transactions, WRONG Again this is where you are very wrong!!! But now that youve brought up cancelled and returned items where are my returned items?? I should have XXXX XXXX XXXX. I don't see them anywhere. I would like to know how you have more XXXX transactions than I do with XXXX??? n tell you XXXX not a return XXXX, not a return XXXX XXXX, they were waiting to hear from you!!! ATM in XXXX? Privetly owned I gave you the name of the place that owns the ATM. I also said you have 90 days to grab those photos that they had., XXXX, XXXX based stores, XXXX XXXX based companies not mine!!! XXXX not mine, Do I once again need to send the transactions that still need to be sent back to my XXXX card. I actually dont do that because I have my original card. XXXX they forgot to deliver so a refund is needed. etc??? You have also failed to issue credits for my store returns. 

" In addition, for claim XXXX that included ATM transactions there was no ATM footage available due to the age of the transactions '' WRONG there was i spoke to the owner of the ATM had footage was available you had 90 days to request it!! You never did. I have an email from the ATM owner and they say they never heard from you. Nobody but me has been in touch. Nice try though And XXXX XXXX they too had video waiting for you and why is the card being used white? I thought they were dark blue? Oh because the gang banger in the video made a card and pounded out numbers on it and is using it!! You see I developed relationships with the merchants I wanted to see when they heard from you and guess what? They never did. You never asked for the videos the photos or you too would have known the card being used in both cases was white. now if memory serves me yours are blue. But you didn't do anything about this because you had it already in your head these were mine. ANd they werent then and they arent today. 

" Since our previous correspondence, your claim XXXX was resolved in your favor and permanent credit was issued to your account on XX/XX/XXXX, and XX/XX/XXXX, totaling {$100.00}. Please see the enclosed transaction history that reflects these credits. The above claims included the transactions that posted to your account between XX/XX/XXXX, and XX/XX/XXXX, and totaled {$8300.00}. Please see the attached document that shows the transactions included in each above claim. On XX/XX/XXXX, the claim XXXX was initiated for transactions totaling {$2500.00}, that posted to your account between XX/XX/XXXX, and XX/XX/XXXX. '' XXXX XXXX police report has the transactions and yours don't add up. I need your help with this. The fraud began around XXXX in XXXX Now its down to XXXX. Yes I have gotten the rest back and it wasn't for store refunds or returns!!! What did you all get back for me? Nothing!!! And being that your departments do not talk, nobody knows from department to department what is being asked of the customer. 

Still need store credits for returns on XXXX and XXXX. 
Still need all of XXXX to be returned there should be as many credits as there are XXXX transactions. Same with XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( as you can see these XXXX are the XXXX XXXX  is same day different transactions ) I have never used a XXXX. Or an XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX all of them XXXX all of them XXXX XXXX XXXX XXXX XXXX I paid XXXX once and left group XXXX was then billed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  notice two transactions back to back my card used for the next XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX back to back transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX is covered in XXXX XXXX amount for fraud still owed to me XXXX XXXX  Again not new items the same as has been on the police report since XXXX. 

Your letter states you've seen no pin errors and no checking of balances. I have had pin not been able to use or get into my account for years. I highlighted on your paperwork the balance checks. You must have missed removing this one when you removed the others. I have my original statements coming back from my records storage facility. The entire file will be back in 5 days. I urge you to look for both the many pin errors and balance checking So how can you say that never happened is wrong!!! 

" On XX/XX/XXXX, the claim was reviewed and denied because we identified multiple factors that indicate that the transactions were authorized by you or made by someone who has permission to use the card. During our investigation, prior linked claims indicated that you had possession of the card, no failed PIN attempts, spending pattern is consistent with disputed and non-disputed transactions, there is a history of cancelled/returned items which resulted in a credit from the merchant on disputed transactions, and there was no evidence of aggressive or high velocity of transactions. Thank you for speaking to us in regard to the transactions included in your claims, as discussed, we received your list of transactions that you believe are unauthorized and should be included in your claims. '' There have been no new claims since my police report XX/XX/XXXX so stop with this craziness. 

Therefore, the below claims XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were initiated NO NEW CLAIMS SINCE XXXXnot sure what you are talking about ..Go doctor up some more documents. XXXX go back to XXXX look at the list it is the very same list today go back to my police report and review the transactions on the police report the transactions that posted to your account between XX/XX/XXXX, and XX/XX/XXXX, totaling {$12000.00} Wrong!!! Again you are lost. Clueless I have no clue what you are speaking about my police report speaks for itself as does my emails to your CEO. With confirmation of him opening the emails sent and no where has this every been XXXX. Nice try though! 

" Please see the attached document that shows the transactions included in each claim.

In addition, there was no history of balance inquiries or declined attempts due to insufficient funds or cards being closed, which indicates knowledge of the account and balance '' There were balance checks. Go look at my statements. I can see them and you cant???? Go back and look. 

On XX/XX/XXXX, the claims XXXX, XXXX, XXXX, XXXX, and XXXX were initiated for transactions totaling {$5100.00}, {$1800.00}, {$330.00}, {$100.00}, and {$220.00}. On XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, the claims were reviewed and denied because we identified multiple factors that indicate that the transaction was authorized by you or made by someone who has permission to use the card or account WHAT ARE YOU DOING THESE ARE NOT CLAIMS FROM XXXXXXXX XXXX XXXXXXXX THESE ARE THE SAME CLAIMS FROM XXXX YOU KEEP GIVING THEM NEW NUMBERS During our investigation we found no evidence of inconsistent aggressive spending or high velocity of transactions, no attempts to use the card after it was closed, and no failed PIN attempts. Its on the paperwork you have attached to your repsonse.

There were many failed pin attempts I have not been able to get into my online edd account with you for years. It says I am imputing the wrong SS # and wrong card number. This is concerning dont you think?

In addition, we found no history of balance inquiries, no declined attempts due to insufficient funds or card being closed and there was a pattern of transactions following the card funding where the transactions would stop once the balance was used and start again after new funds were loaded, which indicates knowledge of the account and balance. Weve also included these case documents, which you may find helpful : Previous correspondence dated XX/XX/XXXX Claim correspondence Transaction history, with the Transaction Category Description section Transactions for each claim Heres our response Between the dates of XX/XX/XXXX, and XX/XX/XXXX, we have sent correspondence to you regarding your claims and our decision for those claims. In addition, we have contacted you by phone multiple times Youve contacted me multiple times?? You are joking right?? The only time my phone has rung and its been you on the other end has been after XX/XX/XXXX prior to that I phoned you and would wait 5 to 6 hours hang up and become frustrated. Which is why I stopped and began to fax, email and USPS.

in regard to your concerns. We did not identify a lengthy period of time in which we did not provide correspondence to you regarding your claims. 

How about from XXXX XXXX XXXX XXXX XXXX XXXX XXXX? Seems like a very longtime to me. 

" Provisional credit was issued for claim XXXX in the amount of {$100.00}. Provisional credit was not issued for the below claims because under Regulation E, we must provide you with a resolution or grant provisional credit to the account within 10 days of filing the claim. We have confirmed that we completed your claims XXXX, XXXX, XXXX, and XXXX within that timeframe and your claims XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX were not eligible because the transactions were over 130 days ''. 

XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX What are the above claim numbers?? Ive not given you anything new, everything in your system has been there since XXXX " Our XXXX Liability policy will not hold account holders liable for any portion of thedisputed transactions if those transactions are confirmed to be fraudulent. As we found no fraud has occurred for your claims, the XXXX Liability policy would not apply. All evidence available was reviewed when making the decision of your claims. We received information from you between XX/XX/XXXX, and XX/XX/XXXX. We reviewed the documents you provided as evidence to support your claims, including written statements, requests for the evidence we relied on, requests for the transactions included in each claim and copies of claims letters. The police report and list of transactions sent in XX/XX/XXXX mentioned in your correspondence, were not included with your claims and we have no record of receiving them. '' XXXX saw the police report a few weeks ago or so he said when we were talking on the phone go take a listen to that phone call.. Go ask XXXX XXXX or XXXX XXXX in fact XXXX XXXX connected XXXX XXXX with me and then XXXX XXXX they know all about the police report. The police report and the list of transactions is a huge part of this as stated many times before.

" If you would like to provide these documents, please fax them to XXXX or mail them to : Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  We strive to resolve each inquiry to our customers satisfaction and each response is based on the facts presented. '' The facts were presented, the police report sent so go find your CEO, XXXX XXXX, XXXX XXXX or XXXX in XXXX XXXX. If you need the police report again it does cost me XXXX I would have to pay which means I float you at this time. It was there three weeks ago its got to be there now.

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