Consumer complaint received 2024-09-27 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Upon conducting an investigation into the matter, Bank of America has reported that there is no record of balance inquiries or declined transactions due to insufficient funds or card closure. According to Bank of America, these findings suggest a knowledge of the available funds or card status. The transactions in question originated from my residential address, and there is no indication of irregular aggressive spending or a high frequency of transactions. It is noteworthy that these transactions ceased when the balance was depleted and resumed upon the replenishment of funds, indicating an awareness of the account balance. Furthermore, Bank of America has verified ATM footage and performed a comprehensive assessment of the associated risks before processing the XXXX XXXX transfers, involving the submission of two forms of identification for verification at a branch. 

The reasons provided by Bank of America for rejecting my claims have been effectively refuted by the documentation I have presented. I have consistently communicated to Bank of America that I had no control over the account and was unaware of any activities until I received correspondence regarding a filed claim. Upon receiving the notification, I promptly contacted the bank to emphasize that I did not initiate the claims or any associated transactions. Moreover, I have diligently furnished substantial evidence of my whereabouts during the transactions, including employment records, apartment lease, and bank statements from another institution. Additionally, a submitted photograph clearly indicates the absence of tattoos, in contrast to the individual depicted in the ATM footage. The lack of tattoos serves as compelling evidence to establish that I am not the individual in question. Every reason cited for the denial of these claims has been thoroughly addressed and substantiated with documentation on multiple occasions. In my assessment, Bank of America has failed to acknowledge and redress this situation, despite the evidence provided. The genesis of this situation dates back a few years when I did not receive my initial debit card and encountered difficulties in reaching Bank of America via telephone. Despite enduring hold times of up to XXXX hours per day for several months, my calls were either disconnected or went unanswered. While I acknowledge the challenges posed by the pandemic, I find Bank of America 's failure to deliver adequate customer support and safeguard its customers unacceptable. I urge Bank of America to rectify all transactions associated with these claims and any others that may have transpired and to credit my account accordingly. I appreciate any time and effort dedicated to assisting me with this matter. Thank you.

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