Consumer complaint received 2024-03-06 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble closing card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
My experience is : I started applying for unemployment benefits in XX/XX/XXXX. Because I changed my residential address, the Unemployment Bureau needed me to further verify my identity. I also completed the certification in accordance with the requirements of the Unemployment Bureau. However, this time the welfare fund It was not issued to my Bank of America prepaid debit card as usual, but was mailed to my home via check. Then when I went to withdraw the money in bank of america i foud out my Bank of America prepaid card was blocked. so I started to contact XXXX. XXXX  said that I had completed the identity verification and that their relevant departments would notify the Bank of America to unfreeze it. The matter should have been over. But no, the bank kept telling me that they had not received a notification from XXXX to unfreeze my bank card. I kept contacting XXXX to ask them to unfreeze my bank card. Until XX/XX/XXXX, I contacted XXXX and asked to unfreeze it again. They told me that they had notified Bank of America many times. it was XXXX. I took all the documents that could prove my identity, including my U.S. green card, ID card, employment card and some bank cards back to bank of america office.under the certification of the Bank of America staff. During the service call, they informed me that my card had been closed, and the balance of US {$3600.00} had been refunded to XXXX on XX/XX/XXXX. I asked why, and they said that my card had been frozen by XXXX, and now that it is closed, they will refund the money. XXXX, then I contacted XXXX, and XXXX told me that they had not received any payment from bank of america, and asked me to contact Bank of America again. I contacted the bank again, and the bank still said that the refund was given to XXXX. I asked them to give me their transfer confirmation code., they said no, I asked them to reconcile with XXXX or contact XXXX to confirm the payment. The answer given by Bank of America was that they did not have a transfer confirmation code and would not contact XXXX directly. They only asked me to contact XXXX by myself. I have I contacted XXXX many times and they confirmed that they had not received any refund and they already notifica bank to unfreeze my account. Now I am so helpless. Bank of America refunded my money to XXXX without notifying me, and then refused to follow up .and they can not give me a transfer confirmation code let me comfirm with XXXX. and now refuses to serve me because my bank card has been closed. I have no way to complain and get help to solve this problem and get my money back. I hope someone can help me.The problem of my bank arose from the cooperation and communication between the bank and edd. Both of them asked me to contact each other to solve the problem. As a consumer, I was really helpless.

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 non-monetary relief