Consumer complaint received 2026-05-22 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) XXXX XXXX XX/XX/XXXX XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington , DC XXXX Subject : Complaint Against Bank of America XXXX XXXX Debit Card Services for Fraudulent Transactions, Mishandled Claims, and Failure to Properly Protect Account Funds To Whom It May Concern, I am submitting this complaint against Bank of America XXXX Prepaid Debit Card Services regarding unauthorized transactions, fraudulent activity, mishandled fraud claims, and the failure to adequately protect and reimburse funds connected to my XXXX Employment Development Department ( XXXX ) Pandemic Unemployment Assistance ( PUA ) benefits issued during the XXXX pandemic. Since the time I received my Bank of America XXXX prepaid debit card account, I have experienced ongoing issues involving unauthorized transactions, suspicious activity, and repeated problems with accessing and protecting my funds. I believe I was the victim of card skimming, counterfeit card fraud, and unauthorized use of my account by unknown individuals. One of the primary disputed claims is : Claim Number XXXX in the amount of {$13000.00} During a recent conversation with a Bank of America representative, I was informed that the investigation into this claim concluded the transactions were considered counterfeit. When I requested clarification, I was told this meant my debit card may have been copied, cloned, or skimmed and used by unauthorized individuals through a duplicate version of my card. I want to make it absolutely clear that I never gave anyone authorization to use my card, withdraw funds, or access my account. I did not participate in, authorize, or benefit from any of the disputed transactions. After learning this information, I took immediate action by filing a police report and providing Bank of America with the following supporting documentation : Police reports regarding the fraudulent activity Written statements explaining the unauthorized transactions A signed affidavit confirming I was not responsible for the activity Copies of my drivers license ( front and back ) In addition to the claim above, I also have the following unresolved claims : Claim Number XXXX {$420.00} Claim Number XXXX {$1600.00} Several weeks ago, while reviewing my account records and bank statements, I discovered numerous additional unauthorized charges and suspicious fees that I did not recognize or authorize. These included repeated foreign transaction fees and multiple unexplained charges ranging from approximately {$1.00} to over {$4.00} per transaction. There were more than 30 such transactions on my account statements. I also found repeated duplicate and suspicious transactions involving merchants and fees I do not recognize. These findings further support that my account was compromised and fraudulently accessed. Although I did receive reimbursement for some fraudulent activity in early XXXX totaling approximately {$18000.00}, significant losses still remain unresolved. The outstanding disputed amount connected to the claims listed above totals approximately {$15000.00}. These were funds issued to me through California XXXX benefits that I was wrongfully deprived of due to fraudulent activity and failures in account security and claim handling. I believe Bank of America failed to adequately protect my account, failed to properly investigate my claims in a timely manner, and wrongfully denied or delayed reimbursement despite evidence supporting that I was the victim of fraud and counterfeit card activity. I respectfully request that the Consumer Financial Protection Bureau investigate this matter and assist in ensuring Bank of America conducts a fair and complete review of my claims and reimburses the remaining stolen funds owed to me. Thank you for your time and attention to this serious matter. I appreciate any assistance your office can provide. Sincerely, XXXX 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