Court filing
14S — In re Bank of America California Unemployment Benefits Litigation (Dkt. 591-54, S.D. Cal. No. 3:21-md-02992)
Filed October 17, 2025 in In re Bank of America California Unemployment Benefits Litigation; one of 1415 filings from this case.
Record facts
| Court | U.S. District Court for the Southern District of California |
|---|---|
| Filed | 2025-10-17 |
U.S. District Court for the Southern District of California · No. 3:21-md-02992-GPC-MSB · Doc. 591-54 · 2025-10-17 · Docket on CourtListener
Full text
DX 14.S
REDACTED VERSION OF
DOCUMENT SOUGHT TO
BE SEALED PURSUANT TO
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Case 3:21-md-02992-GPC-MSB Document 591-54 Filed 10/17/25 PageID.42081
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UNITED STATES DISTRICT COURT
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SOUTHERN DISTRICT OF CALIFORNIA
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Case No. 3:21-md-02992-LAB-MSB
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_______________________________________________
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IN RE: BANK OF AMERICA'S CALIFORNIA
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UNEMPLOYMENT BENEFITS LITIGATION
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This Document Relates to All Actions
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_______________________________________________
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*** CONFIDENTIAL - ATTORNEYS' EYES ONLY ***
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VIDEOTAPED & VIDEOCONFERENCED DEPOSITION OF
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WILLIAM MATTHEW MARTIN
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Atlanta, Georgia
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Wednesday, February 14, 2024
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Court Reporter:
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Michelle M. Boudreaux-Phillips, CCR
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JOB No. 6459932
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employees.
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Q What does "fraud servicing" mean?
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A Fraud servicing is an inbound call center
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whereby cardholders who have been blocked or declined
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or have concerns around fraud on their prepaid card,
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they can call an 800 number and speak to a fraud
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servicing agent who can assist.
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Q When you say "blocked or declined," can you
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explain what those terms mean?
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A When the bank -- the bank evaluates
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transactions and cards for the possibility of fraud,
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and where the bank has suspicion that fraud might be
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occurring, the bank might suspend, decline, or block a
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prepaid card.
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Q What is the difference between suspend,
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decline, or block?
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A I'll start with the decline. A decline means
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that a prepaid cardholder has attempted to make a
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transaction, and the transaction was rejected.
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A suspend means that a cardholder attempts to
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make a transaction, and the card is suspended and the
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cardholder cannot use the card for a similar
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transaction without authenticating their identity and
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verifying the legitimacy of the transaction.
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A block is more restrictive in that a
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cardholder cannot -- can only authenticate their
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identity by speaking to a fraud servicing agent, and
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the fraud servicing agent can then remove the block.
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Q I see. So when you said that you assisted in
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ramping up contractors for fraud servicing, you were
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referring to the call center that handles cardholders
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whose cards have been blocked; is that right?
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A Suspended and blocked.
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Q Suspended and blocked.
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Are those two different call centers?
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A No.
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Q They're the same?
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A They're the same.
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Q Is that referred to as the fraud Tier 2 call
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center at the bank?
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A It's 1-800 -- it's -- we have two phone
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numbers that go to the same, I would say, group of
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agents, that that group of agents is -- was divided at
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certain times into a Tier 1 group and a Tier 2 group.
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C E R T I F I C A T E
I, MICHELLE M. BOUDREAUX-PHILLIPS, do hereby
certify that WILLIAM MATTHEW MARTIN, the witness whose
deposition is hereinbefore set forth, was duly sworn by
me and that such deposition is a true record of the
testimony given by such witness.
I further certify that I am not related to
any of the parties to this action by blood or marriage
and that I am in no way interested in the outcome of
this matter.
IN WITNESS WHEREOF, I have hereunto set my
hand this 28th day of February 2024.
MICHELLE M. BOUDREAUX-PHILLIPS, CCR
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