Consumer complaint received 2022-06-04
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On the evening of XX/XX/2022, around approximately XXXX XXXX, I travelled to Bank of America located on XXXX and XXXX XXXX in XXXX XXXX, California, to deposit cash I withdrew earlier in the day from my credit union account, since I paid bills and such from my Bank of America account ; past tense because this institution continues to cause way too much torment and grief when I work hard to manage the little finances I have and closing my account is inevitable at this point. Prior to trying to deposit cash at this atm, I visited the Bank of America on XXXX XXXX in XXXX XXXX, California, and was unsuccessful in depositing due to a technical error with their machine ; thankfully this machine returned all of the cash I tried to deposit. Well, I tried to atm on XXXX and XXXX later that evening because it was on the way to a restaurant I was planning to take my wife to that evening for dinner. I proceed to enter my card and select deposit cash and insert XXXX XXXX  XXXX ) XXXX XXXX dollar bills, as the limit said XXXX bills maximum so I figure this amount is fine to deposit. The machine made the noise as though it counted the cash and asked me to confirm the amount, XXXXXXXX ( XXXX ) dollars. I hit confirm and continue as I normally do during a deposit, but instead of getting a confirmation the same technical error message pops up on the screen at atm ID # XXXX. I notice cash sticking out after frustratingly trying to read the message through the suns glare on the screen, given the low position of the machine for my height and bad back ( XXXX attorneys if this is a potential legal issue please reach out to me ). so I grab the cash, thinking it was all the bills I inserted. As I begin to count, I notice more cash sticking out. When I went to grab the rest of it the machine pulled the cash back in and proceeded to cancel the transaction. I counted out XXXX ( XXXX ) XXXX XXXX dollar billsXXXX XXXX ( XXXX ) XXXX XXXX dollar bills short of the total I attempted to deposit into this fraudulent machine. Knowing there are cameras and a number to contact, which was of course closed that Saturday evening, I try to not let what just occurred bother my evening dinner plans. 
I call the number in the morning to report what happened and they indicate my account will be credited until their investigation is complete. I put trust in the fact the machine ought to have obviously had an extra XXXX XXXX XXXX dollars in the machine along with obvious system error indicating a technical issue occurred around XXXX that evening, on top of having the camera recording the entire transaction when this machine stole the cash I tried to deposit into my account. Well, clearly trusting banks and financial institutions and whomever they partner with for this fraudulent machines is not a good idea because they concluded their investigation today, XX/XX/2022, indicating they are unable to pay because they " were unable to locate any record of cash or additional cash being deposited at the ATM for {$2700.00} between XX/XX/2022 and XX/XX/2022. '' I am sure banks are used to people trying to commit fraud, but consumers should not expect banks to commit this type of ridiculous fraud with a substantial sum of money. It is as though they did not even conduct any type of investigation. Check the camera! Check the atm system for errors and obviously cash because where else would the cash have gone after the machine ate it and failed to deposit it into my account. Yet another terrible experience all thanks to Bank of America.

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 monetary relief