Consumer complaint received 2025-09-30 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to pay a bill
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, This complaint is regarding Bank of America Individualized Review Process XXXX XXXX XXXX and the dissatisfaction of the process. This process was established in response to the XX/XX/XXXX consent orders from the CFPB and the Office of the Comptroller of the Currency. I am sending this CFPB complaint, to communicate shortcomings with the XXXX process. XXXX. It was very difficult trying to confirm which supporting documents that showed the financial harm for the additional compensation, due to Bank of America XXXX freezing my account, and funds being taken that caused me a financial harm from not having access to those funds. XXXX. There was lack of communication about the second and third request that was made for precise additional documentation. XXXX. Unsatisfactory administration service agents who had not knowledge of anything pertaining to the request for additional documents. You are not able to speak to whichever consultant is working on your request. It is very unfair for XXXX XXXX to not provide me with any direct contact information so that I can I get clear information on what is being asked. I was asked for additional documentation XXXX ( XXXX ) different times. Which the XXXX ( XXXX ) request for additional documentation does not make any sense, and is very precise, asking me to provide proof of my having at XXXX of other funds that were available to me from an alternate banking source between XX/XX/XXXX - XX/XX/XXXX so they could determine if I suffered from a financial harm due to not having the funds from BofA. They completely looked over the other information where the statements showed that I had to pay others back that I had borrowed money from, as well as any loans and bills. I provided my bank statement that showed me receiving a refund from the IRS for the requested time period, which I believe had nothing to do with not having access to the funds that BofA failed to provide. I was not able to get any questions answered directly from the XXXX XXXX ( " XXXX '' ) about precise documentation for my case that they were requesting. XXXX XXXXBank of America XXXX XXXX has failed to address the financial harm documentation that I experienced due to not having access to your funds. I tried resolving this issue multiple times directly with XXXX XXXX with the phone number provided, however, it is a number to there customer service center for which I am only able to speak with a customer service agent who can NOT provide complete answers and that customer service agents is NOT able to assist with precise questions, as they are not apart of the review department, and have no access to your files. I have called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, to ask questions as it states in the letter that is sent to your email. But I am only given short, unclear answers. This process has been very stressful, and no help whatsoever. I have provided all documentation that was requested. The third request for the amount XXXX is really irrelevant and has nothing to do with this process. I believe this is just a way to compromise me of my additional compensation. I also know that I am not the only person that have experienced this problem regarding the request for additional compensation. As there are many others who have experienced this problem as they did with the BofA XXXX funds being frozen.

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