Consumer complaint received 2025-07-19 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: CA

Complaint narrative:
CFPB COMPLAINT Re : Bank of AmericaXXXX XXXX XXXX XXXX Review Process for my additional compensation request. 

XXXX BANK OF AMERICA XXXX XXXX  BofA XXXX XXXX XXXX Complaint Case XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, CA XXXX XXXX XXXX XX/XX/XXXX BANK OF AMERICA XXXX. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX  XXXX DC XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXX DC XXXX Subject : Complaint Regarding Bank of America XXXX XXXX XXXX ( IRP ) - Account Number ending in ( xxxx ) Dear Consumer Financial Protection Bureau, This letter addresses dissatisfaction with Bank of America XXXX XXXX XXXX Individualized Review Process ( IRP ). This process was established in response to the XX/XX/XXXX consent orders from the CFPB and the Office of the Comptroller of the Currency.

Summary of complaint : I am sending this CFPB complaint, to communicate shortcomings with the IRP process.

For example : 1. ) Difficulty in confirming supporting documentation for my BANK OF AMERICA IRP request for additional compensation, totaling a little over {$20000.00} due to Bank of America EDD freezing my account funds and resulting in an eviction, which I have already uploaded and provided court documents.

2. ) Lack of clear communication about the third request that was made for precise additional documentation.

3. ) Unsatisfactory administration service agents 4. ) It is unfair for FTI Consulting to not provide to me, contact information for the XXXX XXXX XXXX XXXX, so I can have direct access to the XXXX XXXX XXXX. They have made ( 3 ) requests for additional documentation.

5. ) This ( 3rd ) request for additional documentation does not make any sense, and is very precise, asking me to provide proof of my having at least {$1300.00} from an alternate banking source, dating from XX/XX/XXXX to XX/XX/XXXX, so the XXXX XXXX review team can determine if I have been financially harmed, for my additional compensation request. 
6. ) Inability to get questions answered directly from the FTI Consulting review team about precise documentation for my case.

7. ) Bank of America IRP, has failed to address the financial harm documentation that I experienced due to not having access to your funds. Explain the financial or personal impact of the problem.

8. ) I have tried to resolve the above mentioned issues directly with FTI Consulting with the phone number provided, however, it is a number for a customer service agent who can not provide complete answers and that customer service representative is not able to assist with precise questions, as they are not apart of the review department. I have called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX for answers to the request for additional documentation, and the customer service representative was only able to give generic information or none at all. These attempts have been unsuccessful in achieving a fair resolution. 
I am requesting that the CFPB investigate this complaint and work toward a satisfactory resolution that aligns with the intent of the consent orders. 
What would be a fair resolution? 
I have provided a plethora of all required documentation, as per what and how XXXX XXXX requires. 
It is not acceptable for XXXX Consulting to make a third request for proof of {$1300.00} from another source other than my Bank of America XXXX XXXX debit card account from XX/XX/XXXX to XX/XX/XXXX, when my Bank of America impact period staras date is XX/XX/XXXX through XX/XX/XXXX. It doesnt make sense to make this request, and is not relevant. 
This is the third request for additional financial documentation, XXXX XXXX is doing this, trying to compromise my additional compensation request, to deny me, even though I have provide and uploaded more than enough proof of my having financial harm, due to Bank of America freezing my account and funds from XX/XX/XXXX through XX/XX/XXXX. 
In addition, XXXX XXXX is a 3rd party financial administering company hired by Bank of America.

This 3rd request for my havi g to provide proof of my having {$1300.00} from another source other than my Bank of America prepaid debit card account is unfair, unnecessary and irrelevant to my impact period from XXXX XXXX XX/XX/XXXX. 
XXXX XXXX should not be making this 3rd request, rather, the review team should review and approve my request based of off the volume of documents that I have already uploaded. XXXX XXXX XXXX team also only allows one submission with no way to edit or upload additional documentation at a later time, with no mediation, and the time frame to respond is by XX/XX/XXXX, or my request will be denied. 
I have included with this CFPB complaint, screenshots of supporting documents with Bank of America regarding the IRP and relevant account statements.

Please investigate this complaint, and the irrelevant, ridiculous 3rd request to not be a consideration to possibly compromise my approval for my Bank of America IRP additional compensation request.

Please govern yourself accordingly. 
Regards, XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, CA XXXX XXXX XXXX cell XX/XX/XXXXXXXX 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