Consumer complaint received 2023-06-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023, at or around XXXX XXXX, I drove up the drive-thru ATM banking lane at Bank of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX I initially tried to use the first available ATM located in the last lane of the drive-thru bay. Since the machine was malfunctioning, and not responding to touch commands on the screen ; although inconvenient and kinda sketchy, I drove around to the 2nd machine, which was in the first lane of the drive-thru bay to try the transaction again. The machine ( ID - XXXX ). 

When I tried to make the deposit, the machine, XXXX asked if I was depositing cash or checks. A note on the machine instructed not to place more than XXXX bills in the slot at a time. I touched cash on the monitor, and the cash slot opened where I then placed only XXXX, crisp and new {$100.00} bills to be deposited to my checking account number ending XXXX. The machine took all of the bills, made some noises as if it was counting or organizing the bills, then asked again if I was depositing cash or checks, to which, I again selected cash. At this time, the machine again opened the bill slot so more cash could be entered, however, I had already given the machine all XXXX bills for the {$2000.00} deposit. The only other option it gave me was to select DONE. When I did that, it closed the transaction without giving me the credit for the {$2000.00}, and only my pre-deposit balance amount of {$180.00} was showing on the screen. It did not print a receipt showing the correct balance of {$2100.00}. 

I came inside the branch, understandably upset, and finally got some assistance beyond being given a business card and being told to call the Fraud Claims team to file a claim. After being transferred several times, I finally reached someone named XXXX or XXXX, who told me their department didn't speak to customers. After a few terse exchanges, she then unceremoniously yelled at me stating " That's the reason we don't speak to customers '' after I showed aggravation at her asking me if I needed Spanish or English Customer Service; and then she hung up on me! Her disrespectful response was rude. Additionally, it was condescending and unnecessary for her to ask me if I needed Spanish or English customer service when we had only been speaking English to start with. 

At the bank, XXXX and XXXX, finally offered me seating in a cubicle, as I had been standing out in the lobby where other customers watched in amusement while I tried to get help. They assisted me with filing the claim, and requesting an escalation so that the funds could be quickly " temporarily '' deposited to my account, as this sort of thing happens with the bank 's ATMs, and the claim could take several days to be resolved. In fact, the bank 's staff explained that one of the machines had received service earlier this week and perhaps that might have been the cause for the service. 

I was told that escalating the matter would bring the appropriate awareness to the situation, and the funds would be deposited into my account within 24 hours. I would also receive a call from a bank branch employee with an update because the branch manager personally wanted to make sure the matter was handled. 

When I didn't hear from the bank 's manager, XXXX, or XXXX, today, I tried calling the branch directly but could not reach anyone. So I then reached out to the fraud team at XXXX. After being placed on hold for over 30 minutes and speaking with XXXX, then 3 different " supervisors '' XXXX, XXXX, and XXXX, I was informed the request to issue a provisional credit was denied because they needed 2 weeks to fully research what occurred. In the meantime, they could do nothing regarding my missing money, and could not advise me on what I should do regarding my financial responsibilities while I wait for the research to be done. It didn't matter that I had been " a valued Bank of America customer for 23 years ''. I tried several times to escalate to a senior manager but was denied by all so-called " customer care '' representatives and supervisors. 

After getting nowhere on the phone, I went back to the bank branch today. Both XXXX and the branch XXXX, XXXX XXXX tried to escalate the request with the fraud team but were unsuccessful. Based on the response they received from the fraud team 's XXXX, XXXX explained that I would have to wait for that team 's research to be completed which entailed an audit of the ATM to determine if it was out of balance. Only then would I be refunded my missing {$2000.00}. XXXX and XXXX were able to determine that a bank courier had serviced the machine earlier today, and it might be possible to have a resolution sometime early next week. Even knowing that, they said the bank could not advance a temporary credit because the machine in question was not XXXX the branch was responsible for. ( even though it was a Bank of America ATM, at a Bank of America drive-thru, on Bank of America XXXX XXXX! ) Having banked with BofA for 23 years, I am pleased to say that I have never had any issues with my accounts. The XXXX time in all my years of patronage that I required assistance, they failed to help. I am saddened and outraged by the lack of basic customer service and the abysmal treatment I have received in this matter. I honestly feel as though I was treated like a scheming, dishonest criminal when I am the victim. The bank not only had XXXX malfunctioning ATM, they had XXXX of them!! They took my hard-earned money, and are now unwilling to remedy this matter that they are fully aware occurs routinely to customers. Now I have to deposit more money to cover my missing {$2000.00}, and wait until someone decides to fix this! They can review the ATM camera footage, which will clearly show I placed bills in that machine that are not appearing in my checking account. They can run a balancing audit to confirm there's at least {$2000.00} out of balance, maybe more depending on how many other customers were robbed this week. But someone needs to do something so I can be made whole. 

I get that my account doesn't have thousands of dollars flowing through it, and {$2000.00} is probably insignificant in comparison to the large sums of cash BofA employees manage. However, it's very meaningful to me and my financial needs. Please contact me at XXXX to further discuss an immediate resolution so that my account balance can be corrected. Thank you in advance for your assistance. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX XXXX Email : XXXX BofA Fraud Claim # XXXX Issue : The bank 's ATM stole {$2000.00} from me and the bank is unwilling to refund me temporarily while they investigate the error with the machine.

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