Consumer complaint received 2026-04-01 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
My complaint is about a company called XXXX consulting they were created by Bank of America to process and deny claims called an individual review process or XXXX. During your XXXX you submit a reference number from a letter that Bank of America sends you about your funds that were not available during the pandemic in XXXX XXXX Nevada when they had a contract for unemployment insurance payments with the state of Nevada due to fraud and unavailability of funds, bad practices for fraud prevention and other things Bank of America was found to be guilty and fined by the investigators for their conduct. I was one of those people I completed my XXXX in XXXX and received a denial, even though I had provided from the first submission, the correct documentation they continued five more times to request for me to send the same information. however, I knew that I had provided everything needed the first time, but I redid it a second time per the request and created a table of contents as 1st page of my 2nd submission of all approved document types for proof of financial harm as stated on their website account statements, statements of account billing statement, and probably even more than I needed to submit I summarized everything for them on a separate sheet of paper and submitted it with it, explaining the total the interest the fees to break it down and keep it simple. I also submitted a note as suggested by the representative when I called for questions and help. She let me know that if I wanted to tell my review or something, I could write it on a piece of paper and submit it with my documents that would be the only way to get a message to them and theres no way to answer any of my questions I can refer to the website if I have questions or I can call them and theyll read the website to me, but theyre not able to look at my review, theyre not able to answer any questions on my review theyre not able to give me any information on my review. So I submitted this note to my reviewer explaining that I wanted to know why they were requesting the information I had already submitted a second time? However, I never received any type of response or messaging through their portal from my reviewer neither email or by phone. I requested information from their agent. I spoke with on the phone and they really couldnt help me and they couldnt provide me with any terms or conditions for the payments and no one knew if they were even allowed to be asking me for my personal income information after five total requests for my documents that were submitted already. I received a request two times for my income during my affected period set by Bank of America, which was XX/XX/XXXX through XX/XX/XXXX. I believe that because I continued to submit the documents after they requested them again and again I could not be denied for not complying so they had to come up with something else to deny me, that I couldnt comply with. I wasnt receiving any income other than my unemployment which was processed through Bank of America so they know what income I received and that I had income and they say thats why they denied me because I didnt have proof of almost {$4000.00} of extra income. If I had any other money at the time why should that have nothing to do with the financial harm that was caused by Bank of America. I requested information on the types of documents that were part of the review process to find out if they were able to request my personal income information but never received any response and isnt available on the website.

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