Consumer complaint received 2024-08-03 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:
XXXX of XXXX I sent to prepaid claims and XXXX XXXX. my police report with a list of fraudulent transactions.I filed this police report in XX/XX/XXXX do to my computer being hacked, personal accounts compromised, credit card being used ( another credit card ) and my identity being taken. This all happened at the same time as the fraud on my BofA EDD Debit card. I was given claims # XXXX {$6500.00} and claims # XXXX {$1700.00}. I phoned XX/XX/XXXX and was asked by XXXX XXXX they could have more time.The next time I hear from the bank is XX/XX/XXXX 2024.Two USPS letters arrive and my claims are denied. 3.5 years I have now waited. I know XXXX XXXX letter paints a different picture but its no an t honest one. My two claims from XXXX have been denied. ( see attached mail ). I file a complaint here on XXXX. # XXXX It expresses my thoughts on the 3.5 year wait ( See attached ) USPS arrives on XX/XX/XXXX with another denied claim I have no clue what its for?? Claim # XXXX for {$2500.00} This sparks me to open another complaint here asking where this claim came from? XX/XX/XXXX 2 more claims arrive via USPS to my home XXXX Claim # XXXX {$5300.00} Claim # XXXX {$29.00} and on XX/XX/XXXX 3 more claims arrive to my home via USPS claim # XXXX {$5100.00} and claim # XXXX {$1800.00}. claim # XXXX {$330.00}. 

Who has opened these claims in XXXX??? Not me!!!! It is concerning because. I shared with XXXX XXXX that I was locked out of my account and the error message said wrong SS XXXX.. So who is in my account???? I sent you the list of transactions in XXXX of XXXX and you assigned the transactions and gave them a claims number {$1700.00} and XXXX those two totaled {$8200.00} which would be the grand total of fraud before anything got reimbursed to me. Now we have the bank answering my complaint and it is wrong. I opened the first claim in XXXX of XXXX with three transactions they were denied less than 24 hours later. I opened the second XXXX of XXXX with the police report and the list of fraudulent transactions.My police report clearly arrived as the transactions were given a claim plus I had talked with XXXX XXXX in XXXX of XXXX so I know they had everything. The response sent to you by XXXX XXXX is wrong she should have connected with me before she made a mess out of this. I have two claims numbers thats it two!!!! why and how is there growing claims list in XXXX???? And the transactions on these new claims are from XX/XX/XXXX??? Who made this up???? I never opened anything that was not on my police report Claim # XXXX {$6500.00}. Under the transactions XXXX put in her response the dollar does not add up to the claims amount. It adds up to {$6300.00}. Which is still wrong because {$1000.00} you have under transactions disputed and it says BofA so again big mistakes made by the bank. In fact I find it very uncomfortable that things inside my account are being made up almost to cover up something?? The total without the XXXX is {$5300.00} which still does not add up to the correct dollar amount. The second # XXXX {$1700.00} is correct. Except, not really I got money back on some of those transactions. Why are refunds still on your open list? In fact on the 109 pages the one with the double debits go look way down at the bottom and you will see XXXX credits and XXXX credits and then there is a huge amount of mystery credits can you fill in the blanks?? I don't know how you can keep records this way. I bet you cant. All the XXXX have been reimbursed. XXXX for XXXX and XXXX both were reimbursed. so the total I am owed per the banks policy of not holding a customer accountable for fraud if reported quickly like I did under that claim is {$1400.00} ( # XXXX ) The total amount owed to me on claim # XXXX needs to be discussed further I never opened a XXXX fraud. with the bank? I have attached the response from XXXX XXXX showing the transactions the all new claims numbers the old transactions being opened under new claims numbers in XXXX.

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