Consumer complaint received 2024-12-22 00:00:00
Product: Prepaid card — Government benefit card
Issue: Unexpected or other fees — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX I called XXXX XXXX XXXX emailed me and communicated in the email she would be my direct contact she listed a contact number with ext number unfortunately she does not return calls she has failed to talk to me .she continues to use ai generated statements which she is not address an fraudulent id on file. She claims I sent the fraudulent id from banking center which is a lie I've never seen this is d until XXXX sent the id amongs other paperwork related to my claims. If XXXX truly investigated and reviewed the documents I sent and reviewed manager notes she would realized the error and notice MY REAL ID. IS NOTHING LIKE THE FAKE ID I ASKED FOR A DETAILED REASON ON WHY MY EVIDENCE ISNT BEING USED. WHY ARE THEY RELYING ON FACTORS AND INDICATORS THAT Aren't TRUE. XXXX IS GAS LIGHTING ME NOT DOING ANYTHING TO FIX THE ISSUE SHE IS USING AI GENERATED DENIAL STATEMENTS THAT DO NOT MAKE SENSE I WANT HER REMOVED FROM MY CASE SHE IS WORKING XXXX MON THRU FRI CANT ANSWER THE PHONE NOR RETURN MY CALLS SHE SENT ONE EMAIL I NEVER HEARD FROM HET XXXXXXXX XXXX XXXX  I was given a XXXX box from XXXX XXXX resolution specialist from Bank of america . In this box was a driver license of a person who is not me .the driver license is fake. Bank of america has refused to except all my request to accept that this account was an account take over iam a victim of identity theft. Clearly the back office isn't doing proper investigating because they over looked the clear and obvious that someone used my account activated my debit at an old address that I don't know never gave permission to use. Bank of america allowed a fraudster to take over my account. I sent evidence I sent police report I sent texts I gave identity theft report all has been overlooked I have recorded calls with managers and employees from the claim department that is mind-blowing and shocked that the back office has not addressed and fixed the problem. XX/XX/year> at XXXX XXXX XXXX claims department manager noted a detailed note on my claim for this issue to be corrected he admitted the there is error on bank america behalf card ending XXXX had transactions the refunded and claim ending XXXX for XXXX shared the same card and has not been paid out. XX/XX/year> at XXXXXXXX XXXX I spoke to XXXX that admitted the back office don't review documents faxed in they go off past investigations of denials. Which makes sense on why the claim gets denied within 24 hours XXXX also pulled up the fake driver license the same one XXXX XXXX mailed out to me and he filed a report for this to be looked in XX/XX/year> my claim was denied after proof of my account stolen after proof of a mistake error. After numerous contacts of detailed information expressing and pointing out the obvious that the card was not received by me and it is a clear case of fraud

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