Consumer complaint received 2025-08-22 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:
Bank of AmericaProduct : Bank account or serviceSub-product : Checking accountIssue : Problem with a company 's investigation into an existing problemSub-issue : Investigation took too longDate of incident : XX/XX/XXXX, XXXXComplaint Description : I am filing this complaint against Bank of America regarding their Individualized Review Process denial and their false claim that XXXX  decisions can not be appealed. This violates federal consumer protection laws and constitutes unfair and deceptive practices.Background and XXXX Financial Hardship : Beginning in XX/XX/XXXX, I experienced severe financial hardship due to the XXXX pandemic. I lost significant income due to pandemic-related business closures and reduced work opportunities. This created a cascading effect of financial difficulties that continue to impact my ability to manage my financial obligations.Financial Impact Documentation : My documented financial hardship includes the following specific incidents and amounts : Banking and Credit Account Issues : Bank of America Credit Card Statement dated XX/XX/XXXX shows a balance of {$3900.00} with interest charges of {$420.00} due to pandemic-related financial strainXXXX XXXX XXXX XXXX Statement dated XX/XX/XXXX shows total overdraft and non-sufficient funds fees of {$210.00} with an ending balance of negative XXXX XXXX XXXX Statement dated XX/XX/XXXX shows late payment fees of {$38.00} and interest charges of {$11.00}, totaling {$49.00} in feesLoan Defaults and Missed Payments : Loan Payment Ledger dated XX/XX/XXXX shows original loan amount of {$15000.00} with current outstanding balance of {$15000.00} due to missed payments in XXXX, XXXX, XXXX, and XX/XX/XXXX during the pandemicXXXX XXXX  Interest Statement dated XX/XX/XXXX shows total interest charged of {$2500.00} on a {$10000.00} loanEmergency High-Interest Borrowing : XXXX XXXX XXXX  dated XX/XX/XXXX shows original loan amount of {$2000.00} with predatory interest rate of XXXX percent APR, resulting in current balance due of {$3500.00} after missed payment on XX/XX/XXXX, XXXXHousing Instability : Eviction Notice dated XX/XX/XXXX and served XX/XX/XXXX for premises at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX, showing rent owed from XXXX through XX/XX/XXXX totaling {$19000.00} with late fees of {$1300.00}, for total amount due of {$20000.00} under case number XXXX filed with Superior Court of CaliforniaVehicle Repossession : XXXX Repossession Notice dated XX/XX/XXXX for XXXX XXXX XXXX  with XXXX XXXXXXXX, showing original loan balance of {$8500.00} with total deficiency amount of {$5300.00} including unpaid payments, late fees, repossession costs, and storage feesMoving and Transportation Expenses : XXXX XXXX  Receipt dated XX/XX/XXXX totaling {$280.00} for equipment rental, mileage, and feesXXXX XXXX Receipt dated XX/XX/XXXX totaling {$110.00} for equipment rental and mileageTotal Documented Financial Impact : XXXX XXXX Submission and Denial : On XX/XX/XXXX, I submitted a comprehensive Individualized Review Process request to Bank of America documenting my COVID-19 related financial hardship. My submission included detailed financial documentation, bank statements, loan records, eviction notices, repossession notices, and rental receipts totaling {$58000.00} in pandemic-related financial harm.I requested the following relief measures through the IRP : interest rate reduction on existing credit accounts, waiver of late fees and penalty charges incurred during the pandemic period, establishment of an affordable payment plan, opportunity to bring accounts current through modified terms, and consideration for removing negative credit reporting related to pandemic hardship.Bank of America 's Violations : Bank of America denied my IRP request and falsely claimed that IRP decisions are " final and non-appealable. '' This statement violates federal consumer protection laws in the following ways : Violation of Consumer Financial Protection Act : Bank of America 's claim that IRP decisions can not be appealed constitutes an unfair and deceptive practice under Section 1031 of the CFPA. Consumers retain the right to seek regulatory review through the CFPB, OCC, and other agencies regardless of internal bank policies.Violation of Due Process Rights : The assertion that decisions are final without adequate appeal procedures violates fundamental due process principles that require fair procedures for resolving consumer disputes.Deceptive Practices : Claiming that regulatory appeal rights do not exist when they are clearly established under federal law constitutes deceptive conduct designed to discourage consumers from exercising their legal rights.Procedural Violations : Bank of America failed to provide adequate consideration of my documented XXXX hardship and did not follow fair procedures in evaluating my IRP request.Relief Requested : I request that the CFPB take the following actions : Investigate Bank of America 's IRP procedures and policies regarding appeal rights. Require Bank of America to reverse my IRP denial and provide appropriate compensation for documented financial harm totaling {$58000.00}. Order Bank of America to cease making false claims about the non-appealable nature of IRP decisions. Implement corrective measures to ensure Bank of America provides fair and transparent dispute resolution procedures. Impose appropriate penalties for violations of federal consumer protection laws.Supporting Documentation : I am providing the following supporting documentation with this complaint : Complete IRP submission package including appeal letter and financial hardship summary. Bank statements showing overdraft fees and insufficient funds charges. Loan payment records demonstrating missed payments during the pandemic. Eviction notice and legal proceedings documentation. Vehicle repossession notices and deficiency balances. Rental receipts and moving expenses. Payday loan statements showing desperate financial measures during the pandemic.Contact Information : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Contact Information : Bank of America Individualized Review Process Department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAdditional Information : This complaint involves Bank of America 's systematic violation of consumer protection laws through their IRP process. Their false claim that decisions can not be appealed is designed to discourage consumers from exercising their legal rights and seeking regulatory protection. The documented financial harm of {$58000.00} represents genuine pandemic-related hardship that deserves fair consideration under established consumer protection principles.I expect the CFPB to investigate this matter thoroughly and take appropriate enforcement action against Bank of America for their violations of federal consumer protection laws. I am available to provide additional information or documentation as needed for this investigation.

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