Consumer complaint received 2025-07-06 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:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX ( XXXX ) XXXX BANK OF AMERICA XXXX XXXX XXXX XXXX XXXX  XXXX BANK OF AMERICA EDD XXXX XXXX XXXX ACCOUNT ENDS IN XXXX Request IRP #. XXXX Dear CFPB, I, XXXX XXXX, wish to submit a complaint is about my eligibility for IRP that was affected by my account being frozen from BofA temporarily for fraud and at that time I was not able to get any customer service to understand if a check had been sent in the mail for the additional compensation. My complaint is also about the the thousands of dollars that I should be eligible for and submitted the application on time about. My request for Bank of America individualized review process for additional compensation that I am clearly eligible for. BofA IRP sent me a check for {$1400.00} with the IRP # XXXX dated XX/XX/XXXX, and for compensation of the financial harm experienced from not having access to Visa debit for for a period of time for for this closed account. 
Regarding the final finalize review of my request said that I was ineligible for my account history because of the freeze on my account and that is incorrect because for eligibility the letter said that if I got the first check for the compensation of financial harm then I am eligible for the additional compensation to cover all the types of financial harm to just fill out the application online at www.requestbofairp.com. The application was submitted on time in XX/XX/XXXX however bofA applied a freeze to my account that made me ineligible for my account history temporarily even though it should not have affected my request for IRP.

The freeze that was applied to my account and said to be by the EDD for fraud temporarily I believe is another type of financial harm because of the delay at the time in which there was already civil money penalties by incorrect procedures and that a freeze applied to the account is also an incorrect procedure. The financial harm also experience is that it seems that their interpretation of of things is not in the in the support or in the best interest of an account owner of Bank of America to freeze the account when the authentication process should be more than enough instead they add extra extra security procedures that is only blocking an account owner from their account and and from customer service when the account was frozen I could not have any customer service over the phone and it was supposed to be for fraud well fraud is a good valid reason to have customer service and Bank laws that would return funds for fraud I have existing claims that are still not resolved months overdue. Also Bank of America prepaid would have me go into the Bank of America to verify my ID so often like once a week I've been at that time I've experienced incredulity I feel I've experienced the wrong view when I'm clearly the victim of losses without the customer service standards that Bank of America has always had. Even the regulatory complaints specialist at the corporate office the Bank of America acknowledged my IRP request and submit that I was submitting it on time right up to when the freeze was applied to my account and I waited and I I did what was instructed I contacted EDD the account was unfrozen by the wrist management department and then it returned it seems so now they count is not Frozen but there is no automatic correction and there was no automatic check coming in the mail that would only take XXXX  days when they finally would have to change the final review to be fair because it said that I was ineligible for my account history but that's because the account was frozen incorrectly when I'm the victim of the fraud freezing the account was only causing a an a delay that now is important that I be eligible for the additional compensation for financial harm that I hope is not damaged to the account because I would like to even stay with Bank of America. My complaint is at the risk management whatever allow the account to be frozen and then that the review was so easily affected that the belief was that I was not eligible for my account history when clearly receiving the first check for IRP only back in XX/XX/XXXX is evidence that I am eligible and I am with IRP number 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