Consumer complaint received 2026-07-20 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Formal Dispute and Complaint Regarding EDD Debit Card Fraud and Unresolved Reimbursement To Whom It May Concern, I am submitting this formal complaint regarding the fraudulent transactions on my Bank of America Prepaid EDD Debit Card account that have remained unresolved for approximately six years. Beginning in XXXX, I reported unauthorized transactions totaling approximately {$21000.00} that were made from my EDD debit card account. Since then, I have fully cooperated with every request made by Bank of America Prepaid Services. I have verified my identity on four separate occasions, provided government-issued identification, submitted letters through a local Bank of America branch , and filed multiple fraud claims regarding the unauthorized transactions. Bank of America approved reimbursement for a portion of the fraudulent transactions that occurred between approximately XX/XX/XXXX and XX/XX/XXXX. However, my claim for the remaining fraudulent transactions, occurring from approximately XX/XX/XXXX through XX/XX/XXXX, was denied. I do not understand how one portion of the fraud was recognized as legitimate while the remaining fraudulent activity was not, despite involving the same compromised account and identity theft. At the time these transactions occurred, I was physically incapable of making them. I had been struck by a XXXX truck, suffered serious bodily injuries, and later experienced a XXXX XXXX. During this period, I was hospitalized and focused on recovering from my injuries. I did not apply for XXXX benefits because I was pursuing a personal injury settlement. While I was hospitalized, my personal belongings were moved, and my identity was stolen. I have provided documentation supporting these circumstances and informed Bank of America of these facts throughout the investigation process. Given my medical condition, hospitalization, documented identity theft, and the evidence I have already submitted, I respectfully request that Bank of America Prepaid Services reopen and conduct a complete review of the denied portion of my fraud claim. I believe the remaining unauthorized transactions should be reimbursed, just as the earlier fraudulent transactions were. For nearly six years, this matter has caused me significant financial hardship and emotional stress. Although my health has improved, this unresolved issue continues to affect my peace of mind. I have acted in good faith throughout this process, promptly reporting the fraud, providing every document requested, and complying with all verification requirements. I respectfully request the following : * A complete reopening and review of my denied fraud claim. * A detailed written explanation of why part of my fraud claim was approved while the remaining portion was denied. * Reimbursement of all remaining unauthorized transactions if the investigation confirms they were fraudulent. * A written response outlining the final determination after a thorough review of all evidence previously submitted. I appreciate your prompt attention to this matter and hope we can finally bring this long-standing dispute to a fair resolution. Sincerely, XXXX XXXX Phone : XXXX Email : 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