Consumer complaint received 2024-08-07 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Hello Bank of America with every day that passes NEW mail arrives which then adds new questions that just don't seem to get answered. I thought it best to ask my questions right here so perhaps you will answer them XXXX XXXX your XX/XX/XXXX XXXX XXXX  your email to me " Thank you for contacting Regulatory Complaints of Bank of America. As your Resolution Specialist I welcome the opportunity to address your concerns. 
I am your point of contact until this matter is resolved. '' Thank you XXXX XXXX XXXX XXXX XXXX XXXX Bank of America XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX : XXXX XXXX  XXXX XXXX  - XXXX You have not once replied to an email. You have phoned me twice after I called you the second time you left a number for me to phone back that was wrong. 

XXXX XXXX of XXXX thru to XX/XX/XXXX I heard nothing from Bank of America.You never got back to me. I sent you my police report XX/XX/XXXX. I phoned in XX/XX/XXXX spoke to XXXX XXXX and more time was needed. XX/XX/XXXX is the next time I heard from the bank, and once again the claims were denied.At that point and time there were XXXX claims.Claim XXXX {$6600.00} and claim # XXXX {$1700.00} A week later and a third claim arrives claim # XXXX {$2500.00} At that point something was terribly wrong the ransactions I had repoted as fraud in XXXX of XXXX totaled {$8300.00}. So where did this extra come from??? The mystery question that nobody can answer. At this point the bank continued to say " XXXX these are your transactions or someone you know '' WRONG. Read the police report .Now here is the funny part on those very same transactions you said were mine. I was getting my money back. 
The police report which you comes with the affidavit ( Just in case you didnt know ) shows that fraud. The merchant does their investigation and they come back and say looks like fraud You are the only place saying its mine. And you are WRONG.Why or how would I be getting money back if they were my transactions??. Why would some of the merchants I made friends with due to the amount of calls placed to them write and email me??? They aren't mine and I expect that to be honored ( I am owed around XXXX or fraud ) You had the police report, the transactions list, the emails and cards the merchants sent, the letter that arrived from XXXX all sharing that these were not mine they too felt fraud or that not a single XXXX of the transactions were ever disputed by the bank XXXX XXXX, not in XXXX not in XXXX, and not recently. This tells me that XXXX years ago my file was collecting dust. So I would love an explanation on why those transactions were never disputed and remain on my fraud list to this day? And after 10 days a provisional credit should have been given. I would like it now. 

Questions : How come nobody at the bank asked for the photos and video form XXXX XXXX and the ATM? They were there waiting for the bank to request it.. ( The ATM the guy sent me back the money withdrawn ) and the bank knew that these would be available for 90 days. Why were they not requested???? 

Why did the bank lie to me when I asked them if they got the photos?? I was told that " no photos were available '' ( I have the person 's name who said this. ) When they were available. 

Why did it take XXXX years for the bank to reach out to me again? 

How come Bank of America and Visa never connected with XXXX XXXX, XXXX, the XXXX based company XXXX, the XXXX and XXXX XXXX companies, XXXX, XXXX creations, the XXXX XXXX XXXX, XXXX, the various food establishments, XXXX XXXX XXXX, XXXX, XXXX, XXXX. Not a single one of these places got even the slightest breeze that the charges were in dispute and that I had a fraud report? Why did they not hear from the bank and why was my fraud not taken seriously by BofA??? 

Why was my police report and the rest of the information not looked at when a decision was made on this claim? I believe that the fraud filter was used and it was never picked up again. 

I would like to see the proof that BofA mailed me updates from XX/XX/XXXX through XX/XX/XXXX. XX/XX/XXXX was the first time a notice arrived from the bank. XXXX years after the claim was open. They typically send their items through UPS, Signature on delivery return receipt, so please show me the proof. I welcome it. 

I requested while on the phone with prepaid claims in Oklahoma ( XXXX ) a list of transactions, debits, credits to be sent to me. That was emailed over on XX/XX/XXXX. 

I would like to know why there are double, triple, and some transactions that have up to XXXX debits. Why? 

XX/XX/XXXX the very same paperwork arrives to me and the double debits are gone, the triple debits vanished and in their place is a nice and tidy description of the merchant. It has wrong info still but it looks very different from the paperwork I was emailed just a few short days before this. Who changed this paperwork? Who erased the debits? Who filled in the new paperwork?. Although store returns would not be correct. You can't return a tooth, or XXXX storefronts that are built online. Who changed the paperwork? And is it legal to do this? 

According to the EFYA and Regulation E when I submitted the fraud I did so in a timely manner. I sat on hold for the day but the fraud was submitted.You denied my claim in 24 hours. In XXXX of XXXX as fraud continued I sent to the bank a police report clearly showing that I was a victim of computer hacking, the bank being compromised, and my identity taken. Why was that not enough for the bank coupled with the fact that I was getting money back from the very same transactions you said were mine. I reported it in a timely manner. Why was my fraud not taken seriously? 

A financial institution may extend that 10-business-day investigation deadline to 45 calendar days if it provisionally credits the consumers account in the amount of the alleged error within 10 business days of receiving the error notice. 15 U.S.C. 1693f ( c ) ; 12 C.F.R. 1005.11 ( c ) ( 2 ). 78. This 45-day investigation deadline may be extended to 90 calendar days if a notice of error involves an EFT that was not initiated within a state; resulted from a point-of-sale debit card transaction ; or occurred within 30 days of the first deposit to the account. 12 C.F.R. 1005.11 ( c ) ( 3 ) ( ii ) During the 3.5 years that it took for anyone to get back to me on my two claims totaling 8,200. In fraud I asked for provisional credit. And it was never given WHY? 

XXXX made it clear in her letter that it was far too late to do anything with this fraud and that the merchants at this point did not have to go back 4 years and do a thing for me. I asked you about this problem and how will I get a FAIR INVESTIGATION at this point after so many years have passed. XXXX you never replied to my questions. In fact you have never replied to anything I have sent. So I am unable to get this fairly investigated and its fraud. My police report should have been plenty. Getting my money back more than the bank ever got back for me is the second clue. 

XX/XX/XXXX when the bank finally came back to me with their denial after XXXX years.And I opened a dispute with the CFPB.Between XX/XX/XXXX and XX/XX/XXXX I sent you XXXX emails asking for the bank to provide provisional credit to me. Did that happen XXXX??? NO But it should have!!! So why didnt it?? 

Bank of America has a Zero Liability guarantee, which was also included in your EDD Cardholder Agreement, Respondent represents that EDD Cardholders will incur no liability for unauthorized use of their EDD Prepaid Debit Card up to the amount of the unauthorized transactions, provided they notify Respondent within a reasonable amount of time. XXXX. For much of XXXX, EDD Cardholders faced long hold times when attempting to file a notice of error with Respondent over the phone and take advantage of Respondents Zero Liability guarantee for unauthorized use of cardholders EDD Prepaid Debit Cards Why have you not honored your policy with me? When I have more than proven in XXXX that this was fraud. 


Who has opened up XXXX new claims between XX/XX/XXXX and XX/XX/XXXX? I never consented to any new claims to be open. Who has done this?? This is not legal XXXX who is pretending they are me. Maybe the person who has done this works in your bank??? Seems to be that the shenanigans are starting all over. Plus as I have also mentioned and XXXX never replied to is I am locked out of the online bank portal I sent you the error message says wrong SS # not what we have on file. Not such a far fetched thought that someone inside the bank has done this? I want to know the name and how these new XXXX claims were opened. 

I will be heading to XXXX tomorrow to fill out another police report. The double and triple and XXXX time debits, I am locked out of my account,, and someone took it upon themselves to open up XXXX new claims in my name. This is all starting to make a lot more sense. Perhaps the person is inside your bank??? 

Also XXXX can say what she will but nothing arrived to my home from XX/XX/XXXX until XX/XX/XXXX. Bank of America sends items via USPS return receipt, or they send items through UPS or Fed Ex. So prove that something was sent to me. It should be easy with all the tracking you add. 

XXXX also has the date wrong on when this started. This began with my first call on in XXXX of XXXX. I also want you to know that she seems to think I called in XXXX or XXXX and opened up XXXX additional claims over a phone call. I would never open up XXXX claims over a phone call. Do you realize how much I hated calling the bank it was a full days project XXXX hours .. the first call just about did me in. I know how to look up people plus they gave me a fax number for prepaid claims. So I faxed and I USPS mail signature on delivery and I emailed with confirmation of it being opened and from where the computer or phone and where the person was. 

I now know XXXX, you are in XXXX XXXX. So for everything the bank saysthey have done I can prove they didn't. The calls I made came few and far between and it was when I had a direct number to those I needed to speak to I also pulled my phone bills from that time. In all the years XXXX is the year I have heard the most from the bank. 

I would like you to please answer my questions. I would like to come pick up the money I am owed. Please let me know when that can happen. 

And please tell XXXX that I had my identity taken, my credit union hacked, my credit card used, my debit used, my computer broken into and my info about my life was taken. To this day my credit reports are locked and there has been an identity theft alert since XXXX. So what she thinks is me very well may not have been. I have no clue because your bank is none the worse in communicating. I have never seen a company that just ignores customers. 

SOME FACTS TAKEN RIGHT OFF OF THE CFPB Bank Of America Consent Order Filed XXXX For notices of error submitted by over XXXX unemployment insurance benefit prepaid debit cardholders concerning alleged unauthorized EFTs that met XXXX or more of the Fraud Filter indicators, Respondent continued to rely solely on the results of its Fraud Filter to determine no error had occurred until XX/XX/XXXX. 

EDD Cardholders seeking to file a notice of error with Respondent to seek liability protection spent hours a day on the phone attempting to notify Respondent that their EDD Prepaid Debit Card Account had been subject to unauthorized EFTs.EDD Cardholders whose EDD Prepaid Debit Card Accounts Respondent froze based solely on its Fraud Filter spent hours a day on the phone with Respondent For those more than XXXX notices of error, Respondent retroactively determined that no error had occurred based on the results of its Fraud Filter, and reversed those EDD Cardholders permanent credits. 51. Affected EDD Cardholders were unable to protect their interests because they could not control how and when Respondent would investigate and resolve their notices of error Under EFTA, upon receiving notices of error, financial institutions may not determine no error had occurred without conducting a good faith investigation of the alleged error and without a reasonable basis for believing that the consumers account was not in error. 15 U.S.C. 1693f ( e ).

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