Consumer complaint received 2017-12-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I wanted to file a complaint and claim against Bank of America. On XXXX/XXXX/XXXX, i went to the Bank of America ATM at XXXX NJ Lobby ( ATM number is XXXX ) to make a payment for my Bank of America credit card. I insert XXXX bill of XXXX but the machine only took XXXX and return the other and told me to try again. I put in the other XXXX bill but it returned XXXX bill back and tell me to try again. Then the system just got stuck and printed a slip out saying " We apologize for the inconvenience. We are unable to process your request and can not return your item ( s ) ''. It never returned my {$1400.00} that i put in. A person at the bank told me not to worry and help me called a number to file a claim. So i called the number that the slip told me to. I was transferred to one person to another and finally some help me filed a  claim. They investigated the case and told me they cant locate the money and say the machine may of have spit the money out after i left. i questioned the investigation but they wont give me a straight answer to what they did to proof that i didnt make the payment on the credit card. These were some of the question i was going to ask. 

1. ATM printed a slip to me that say " We apologize for the inconvenience. We are unable to process your request and can not return your item ( s ) ''. but they say the ATM spit the money out maybe after i left. There should be footage of it showing the ATM spiting the money out or ATM transaction of when it did. If the ATM did spit the money out after i left, i shouldnt be responsible for it. 
2. ATM machine should records any and all transactions through the network. So if i entered my card and pin, they would know at what time i did, and what transaction i was conducting.

3. ATM video footage, the ATM video footage should show me making payment at the ATM, the time and date are on the slip that the ATM printed out saying the error transaction. How could a bank this big not have a camera pointing at the ATM showing me doing the transaction.

4. shouldnt there be an error code that was set when my transaction failed?

5. shouldnt there be logs on the ATM and at the central host receiving the transactions. They should be able to see what happened during that transaction and i have proof of the slip that say i was doing the transaction.

6. If they know something went wrong with the ATM, they should of stop people from using it and solve the problem right away and not tell me to no worry and that they will find the money. Now they are saying the machine may have spit the money out after i left, I cant believe a bank this big, wont be able to locate this big of a money that went missing. This is very frustrating and it have been almost XXXX month and they still cant solve this problem or locate the money.

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