Consumer complaint received 2023-07-28 00:00:00
Product: Credit card or prepaid card — Government benefit card
Issue: Advertising — Changes in terms from what was offered or advertised
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am writing to file a formal complaint against Bank of America XXXX ( XXXX Unemployment Debit Card ) regarding their failure to adhere to the terms and conditions listed on their website, specifically in relation to the issuance of provisional credit. Furthermore, I wish to bring to your attention my special circumstances, which prevented me from immediately notifying the bank about the claims due to an unfortunate incident that occurred. 

In XX/XX/XXXX, around the time of the account takeover fraud for which my claims were filed, my purse was stolen. It contained my drivers license, mine and my childrens social security cards, my XXXX debit card and several other cards. 

However, instead of being able to address the issue promptly, because of XXXX XXXX  issues from childhood XXXX and XXXX XXXX I was experiencing, I found myself under an unexpected psychiatric hold. This situation rendered me incapable of attending to personal matters, including notifying the bank about the unauthorized claims. My hold lasted until early XX/XX/XXXX, during which time I was not in a position to access my account or communicate with Bank of America Prepaid. 

Upon being released, I discovered the unfortunate consequences of my stolen purse, resulting in multiple identity theft claims ( claim numbers ending in XXXX, XXXX, XXXX, XXXX, and XXXX ). Despite the circumstances beyond my control, I took immediate action to inform the bank about the fraudulent activities and provided all necessary documentation once I was able to do so. 

Regrettably, Bank of America Prepaid did not take into account the exceptional circumstances I faced during the psychiatric hold. Their response has been unresponsive and unsympathetic, leaving me in a vulnerable and distressing situation without the promised provisional credit. I am currently homeless and have been since my release. I have no support system, no close family and am fighting to get my children back as well. My life is in ruins and even just a little of the money that was taken could make a huge difference. 

I firmly believe that Bank of America Prepaid should be understanding and accommodating of the exceptional circumstances I encountered during this traumatic period. Instead, their lack of consideration has only added to the emotional and financial distress I have experienced. 

Therefore, I seek your assistance and intervention to ensure that Bank of America Prepaid recognizes the gravity of my situation and provides the rightful provisional credit for the unauthorized claims. I kindly request that the Consumer Financial Protection Bureau investigates this matter thoroughly and holds Bank of America Prepaid accountable for their actions, or lack thereof. 

I have enclosed relevant documents, including proof of the psychiatric hold and its duration, police reports, identity theft reports, and verification of my homelessness to substantiate my claim and demonstrate the authenticity of my circumstances. 

I sincerely hope that your involvement will lead to a just resolution that considers the exceptional situation I endured and protects consumers like myself from further undue hardship. 

Thank you for your attention to this matter, and I appreciate your efforts in safeguarding consumer rights. 

Sincerely, XXXX XXXX Bank of America Prepaid XXXX XXXX XXXX in XXXX XXXX XXXX Attachments

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