Exhibit 170 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-15, S.D. Cal. No. 3:21-md-02992)

Record facts

U.S. District Court for the Southern District of California · No. 3:21-md-02992-GPC-MSB · Doc. 378-15 · 2024-11-21 · Docket on CourtListener

Full text

Exhibit 170 
Case 3:21-md-02992-GPC-MSB     Document 378-15     Filed 11/21/24     PageID.14403 
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LAURA A. STOLL (SBN 255023) 
LSto1lUIN
ooawinlaw.corn 
PROCTER LLP 
601. South Figueroa Street, 4. 
1St Floor 
Los Angeles, California 90017 
Tel.: +V213 426 2500 
Fax: +1 213 623 1673 
JAMES 'W. MCGARRY (admitted pro hac vice) 
JMcGur r roorlw inlaw. corn 
YVONNE W. CHAN (admitted pro hac vice) 
IVhanw? rx 
=inlaw.corn 
GQOt1 IN PROCTER LLP 
100 Northern Avenue 
Boston, MA 02210 
Tel.: +1 617 570 1000 
Fax: +1 617 523 1231 
THOMAS M. HEFFERON (admitted pro hac vice) 
Tfe eron(th ooclwinlcxzv. corn 
COO DWIN PROCTER LLP 
1.900 N St. NW 
Washington, DC 20036 
Tel: +1-202 346 4000 
Fax: +1 202 346 4444 
Attorneys for Defendant
.
.BANK. OF AMERICA, N.A. 
UNITED STATES DISTRICT COURT 
SOUTHERN DISTRICT OF CALIFORNIA - 
SAN DIEGO DIVISION 
IN RE: BANK OF AMERICA 
I Case No. 21-MI3-02992-LAB-MSB 
CALIFORNIA UNEMPLOYMENT 
BENEFITS LITIGATION 
DECLARATION OF 
WILLIAM GOLDEN 
Courtroom: 14A 
14th Floor 
Judge: Hon. Larry Alan Burns 
BANA EDD MDL-00001361 
Case 3:21-md-02992-GPC-MSB     Document 378-15     Filed 11/21/24     PageID.14404 
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I, William Golden, hereby declare and state as follows: 
1. 
I am employed, by Bank of America, N.A. ("BANA"). I make this 
declaration based upon personal knowledge and belief, upon BANA.'s records 
maintained in the ordinary course and scope of business, and upon information 
gathered from other BANA employees. If called to testify as to any of the matters 
set forth in this declaration, I could and would competently testify thereto. 
2. 
1 am currently a Managing Director in BANA's Global Markets 
Operations group. My responsibilities include oversight of call center operations 
for BANA's state benefit prepaid card programs. 
Claims Initiation Call Center 
1. 
As of June 2, 2021, agents in the. Claims Initiation. Call Center were 
available Monday through Friday 5am PT to 7pm PT, and Saturday 6:30am PT to 
5pm PT. 
4. 
BANA established the toll-free number 1-855-355-5058 that allows 
customers to contact the Claims Initiation Call Center directly. This number was 
tested and functional by June 22, 2021. 
5. 
Beginning on July 11, 2021, agents in the Claims Initiation Call Center 
were available on Sundays from 6:30am PT to 5pni. PT. 
6. 
Beginning on July 26, 2021, agents in the Claims initiation Call Center 
were available 24 hours a day, 7 days a week. 
Fraud Call Center 
7. 
As of June 2, 2021., Fraud Call Center agents were available seven 
days a week., 24 hours a day. 
8. 
BANA established the toll-free number 1-800-558-9226 that allows 
customers to contact the Fraud Call Center. directly. This number was tested and 
functional by June 11, 2021. 
E CLARATION 
o
 
Wi[,I; AM GOLDEN _— ...tase No 
- 
- 
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2 
BANA EDD MDL-00001362 
Case 3:21-md-02992-GPC-MSB     Document 378-15     Filed 11/21/24     PageID.14405 
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I declare under penalty of perjury that the foregoing is true and correct. 
Executed on October 
2021. 
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AAA ION OFWILLIAM- GOLDEN 
Case No 2T DM
 
02992-L 
SB 
.......... 
3 
BANA EDD MDL-00001363 
Case 3:21-md-02992-GPC-MSB     Document 378-15     Filed 11/21/24     PageID.14406 
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