Consumer complaint received 2023-04-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX Made {$3500.00} deposit ( XXXX {$100.00} bills ) at BOA branch XXXX XXXX XXXX XXXX ATM # XXXX ATM indicated a {$2000.00} deposit so immediately canceled deposit. Received only {$2000.00} back ( {$1500.00} short ) with no receipt provided of the canceled transaction. 
Call BOA within 30 min to initiate claim- do not have name of rep spoken with XX/XX/XXXX Checked account to find that nothing was noted. Called BOA again to check on claim and found first claim was not on record. Filed another claim for missing {$1500.00} Received deposit of {$1500.00} from BOA while claim was being investigated XX/XX/XXXX Received first notice indicating denial of claim without any supporting information of what was investigated or found also indicated that founds would be withdrawn on XX/XX/XXXX XX/XX/XXXX Funds were withdrawn from account XX/XX/XXXX Called BOA ( follow up delayed as was traveling for work ) spoke with XXXX requesting supporting information as to why the claim had been denied. Any Video or balancing reconciliations. 
indicated that claim had been reopened and to allow 10 days to obtain results, along with any video or reconciliation records. 
XX/XX/XXXX Called BOA to follow up on XX/XX/XXXX phone call spoke with XXXX who reviewed the account notes and found that the initial claim had not been submitted correctly ( previously indicated a {$1500.00} deposit instead of the {$3500.00} deposit shorted by {$1500.00} ) XXXX resubmitted the request and indicated that should receive documentation within 3 days XX/XX/XXXX Called BOA to follow up on XXXX call, spoke with XXXX who reviewed the account notes and was very surprised at the lack of follow up and providing any documentation of decision process. She also indicated that she saw notes of the first phone call ( XX/XX/XXXX ) and was surprised that the claim had not been submitted immediately. She also said that it had been noted that the ATM had issued an error message but did not have information has to what that error message was. 
She agreed that things had not been handled appropriately and placed an expedited review on the account. To allow 10 business days to follow up but should received in US mail copies of all documents used to support decision. 
Important to review recording from that call XX/XX/XXXX received electronic letter indicating denied claim with no supporting information XX/XX/XXXX Received letter indicating claim denied without any supporting information XX/XX/XXXX Followed upon on XX/XX/XXXX phone call, spoke with XXXX who indicated that the claim had been closed and there was nothing further to do Suggested faxing a chronological list of everything that had happened to BOA We asked that we speak to the department manager as to what steps to take from here. 
XX/XX/XXXX Department Manager said there were no further steps to be taken with BOA and to proceed with filing a complaint to the Consumer Financial Protection Bureau.

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