Consumer complaint received 2026-04-20 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: NJ

Complaint narrative:
Bank of America Prepaid Debit Card Account Freeze / Misrepresentation / NonPayment / Deceptive Conduct Original Complaint No. : XXXX that never came with a complaint but the notion to resolve it in my favor. I am updating my complaint due to new misconduct, misrepresentation, and failure to resolve my case by Bank of America ( BOA ), specifically involving Resolution Specialist XXXX XXXX. I. Key Points 1. Harm From the Account Freeze Was Not Limited to the Freeze Window My original complaint explained that BOAs prepaid debit card freeze caused significant downstream harm, including : Borrowing money to survive during the freeze, creating new debt Missed payments and penalty fees that damaged my credit Lost job opportunities due to inability to travel, communicate, or meet obligations Ongoing financial instability that continued long after the freeze was lifted Impact on my family and dependents I emphasized that harm does not end when funds are restored it begins there. The IRPs narrow definition of direct harm failed to account for the realworld consequences of financial disruption. 2. Structural Issues With BOAs IRP Review Process I originally reported that the IRP : Places an unfair burden of proof on consumers already destabilized Ignores downstream harm Uses an administratively narrow framework that does not reflect lived impact Potentially violates principles of fair compensation 3. BOAs Initial Assurance of Resolution In the original complaint, BOA Resolution Specialist XXXX XXXX told the CFPB and told me directly that she would handle and resolve the matter. After giving that assurance, she stopped communicating entirely. II. New Misconduct and Misrepresentation ( XXXX ) 1. False Statements Made to the CFPB ( XX/XX/XXXX ) In BOAs response dated XX/XX/XXXX, XXXX XXXX stated that she had sent me a formal resolution letter. This is false. I never received any such letter at any time. This is a material misrepresentation to a federal agency, and it misled the CFPB into believing the matter had been resolved. 2. BOA Promised Compensation and Never Issued the Check BOA acknowledged harm and indicated that compensation would be issued. The promised {$6000.00} check was never sent. When I followed up through the CFPB due to the lack of action, BOA expressed frustration that I contacted the CFPB again, which suggests retaliatory behavior rather than resolution. 3. Deceptive Routing and Contradictory Information XXXX XXXX provided me with phone numbers and contacts that were not responsible for my case, including : XXXX, who stated clearly that the resolution was BOAs responsibility and that they have no access to BOA systems BOA Prepaid Department, where both the agent and supervisor attempted to reach XXXX XXXX and were unable to contact her This means BOA misled : Me XXXX The Prepaid Department The Comptrollers Office ( which I was told to contact if BOA failed to resolve the issue ) This is a pattern of internal deception and avoidance, not a misunderstanding. 4. Breakdown of Internal Controls and Regulatory Compliance Bank of Americas conduct raises serious concerns, including : False or misleading statements made to the CFPB Failure to follow through on a documented resolution Failure to issue promised compensation Retaliatory behavior after a consumer seeks regulatory assistance Contradictory and deceptive routing across multiple departments Obstruction of the complaint resolution process Lack of internal oversight and accountability This behavior undermines the integrity of the CFPB complaint system and violates principles of fair, transparent, and timely resolution. XXXXII. Requested Action by the CFPB I am requesting that the CFPB : Reopen and escalate this case immediately Require Bank of America to issue the previously promised {$6000.00} compensation check without further delay Require a written apology acknowledging the false and misleading information provided to me and to the CFPB Investigate whether BOAs conduct constitutes : Deceptive practices Misrepresentation to a federal agency Failure to comply with complaintresolution obligations Retaliatory behavior against a consumer Systemic breakdown in internal controls Bank of Americas actions have now harmed not only me, but also other departments and external entities who were misled in the process. This is a systemic compliance failure, not an isolated customer service issue.

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