Consumer complaint received 2024-05-23 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Charged for a purchase or transfer you did not make with the card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Bank of America I really expected more from you. Why do you continue to send me letters denying my fraud and yet you cant form a reply here?. Yesterday two letters arrived from you. The one is 19 pages of transactions. Your letter states this is your proof you disputed charges and my claims denied. This shows me nothing except 19 pages of a mix of transactions. Some fraud, some mine, and some from companies that I had do their own in house investigation and they found the charge to be fraud. You seem to be the only one who continues to say they are mine. This is not the list of fraud that I provided to you so why on earth would you even try and dispute the transactions that are mine? You received back in XXXX a police report and with that police report were a list of fraudulent charges for you to dispute. Last Friday when XXXX called me from your claims department and shared with me that he double checked and you have all paperwork that I sent nearly 4 years ago. It has become crystal clear that you have not investigated this correctly! And sending me 19 pages of transactions do nothing for me!! The second letter that arrived yesterday has a new claim number of XXXX for {$2500.00} what is this and why is this the first time I am seeing this? So now there are three claims. XXXX {$6500.00} and claim XXXX {$1700.00}. When and how did this new claims appear?? 
You sent out XXXX cards with XXXX  security on them and act shocked that any fraud would happen? Please also explain why it is you told me no photos were available on the private not bank owned ATMs? I know this is not true! I am the one who found the owners of the Atm in question I told you photos were available for 90 days and to please request them You never did why? I told you the video of the man using my card at XXXX XXXX for over XXXX was also available but you needed to request them. They could not be released to me! This was four years ago!!! The manager at XXXX XXXX waited for your calls and nobody called. She is no longer with the company. Those two were 90 days only. Someone there dropped the ball on many things!! And to lie to me and say no photos or videos are available is not true they aren't available any longer but they were!!!! My guess is that there were two cards floating around out there mine being the third and the only real one! How else would you explain that a XXXX dentist an ATM in XXXX and a shopping spree in XXXX could all take place at the same time? Please explain this to me? When I phoned XXXX they said that you did not use the correct code for fraud so this was not investigated like one. What code did you use? Why was I never issued a provisional credit when that is the first things a bank would do? Why when i called and reported fraud did you not close down the card and issue me a new one? You kept the card wide open for more fraud to occur. And what is 19 pages of transactions being sent to me? If you think that is the list of fraudulent transactions you are very wrong! So if thats the list youve been going off of try the one attacher to XXXX report. All of this has taken you four years and to think I am no further along is disgusting! The way you handled this was XXXX poor I became a number in a very long list of people trying like myself to get the money they have paid into a system. And your lack of across the board nearly left us homeless you left my business a mess and for you to send a letter four years later saying my claims are denied is wrong. The much larger problem is you really cant fight whats four years old!!! When you had the chance to obtain documents showing and proving they are indeed not mine you failed!!! The CFPB has fined you XXXX XXXX dollars the XXXX took the account away and for me to be going on s four year investigation and to be at the same place I began is not acceptable!!! Now please reopen this fraud case with the correct transactions. The ones XXXX confirmed last Friday that you had. You were sent a faxed reply to your letters and confirmation came back that you have them.

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