Consumer complaint received 2024-10-31 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:
I am writing to formally document and raise significant concerns about the repeated mishandling of my account by Bank of America Consumer Payments Prepaid Card Services. Over an extended period, I have diligently provided ample evidence in support of my case, complied with all guidelines and procedures established by Bank of America, and acted in good faith to address a series of errors and unjust actions taken against my account. Despite my compliance and the extensive evidence I have submitted, I have been treated unfairly, and my claim has not been adequately compensated. Furthermore, I understand I am not the only customer who has faced these issues, a fact underscored by the Consumer Financial Protection Bureaus ( CFPB ) mandate that required Bank of America to compensate customers for previous mishandlings. 

Background and Evidence Submission Following the CFPBs mandate, Bank of America issued compensation to affected customers, acknowledging past discrepancies. However, the compensation issued to me was significantly lower than what I, based on my evidence and calculations, am entitled to receive. To illustrate this, I submitted a detailed request for additional compensation, totaling {$23000.00}. This request was substantiated by extensive documentation, including receipts, letters, and other relevant records that align with Bank of Americas own stated guidelines for acceptable proof. My calculations were transparent, thorough, and in strict adherence to the compensation policies communicated by Bank of America. 

Despite presenting this extensive documentation twice, my request was arbitrarily reduced to a fraction of the actual amount owed. I received an additional amount of approximately {$600.00} ; however, Bank of America then deducted a prior compensation payment, further reducing the amount to {$220.00}. This decision was accompanied by a notice indicating that no further appeals could be made, with legal action remaining as the only recourse. 

Inadequate Review Process and Insufficient Compensation Bank of America engaged a management company specifically to review cases where customers believed they were entitled to additional compensation. This structure was presumably established to ensure fair and transparent resolution of claims. Nevertheless, in my case, the review process failed to account for the clear and irrefutable evidence I provided, which adhered to all of Bank of Americas documentation and proof requirements. 

The oversight, or disregard, of my documented claim raises serious concerns about the fairness and transparency of Bank of Americas review process. My request was thoroughly substantiated with receipts, records, and calculations meticulously compiled according to Bank of Americas specified standards. It is deeply concerning that, despite following the mandated process, my legitimate claim was minimized to an insignificant fraction of the total owed. This disregard reflects a failure on the part of Bank of America to honor its commitment to fair compensation, even after the CFPBs mandate.

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 monetary relief