Consumer complaint received 2021-07-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am a Bank of America customer and on XX/XX/2021 I went to an atm located at XXXX XXXX and XXXX XXXX in XXXX XXXX to make a cash deposit in the amount of {$120.00}. When I entered my Bank of America atm card, I was unable to input my pin number, because the machine could not read my card. Since this has happened several time on the past weeks, I decided to go to the branch to get a new replacement card. I went to the XXXX XXXX XXXX ( XXXX ) and arrived there at XXXX. Branch hours on Saturdays for that branch are listed as XXXX to XXXX PT. When I entered the branch, there was a young man seated at a booth greeting customers, so I explained to him that my atm card was not working and I was there to request a replacement, so he asked me if I had the Bank of America app on my phone and told me that I could request it from there. I asked again if I they were able to give me a replacement there, he said no, offering no explanation or a solution for my situation, other than repeating the same thing. I then told him that I needed to make a deposit and proceeded to the teller line. I waited in line for about five minutes and behind three customers and when it was my turn and I got to the teller window, the same young man had left his position at the bank entrance and was standing behind the teller, and started telling me that I could not get a new card. I asked for a temporary debit card, that I was informed by phone representatives that in situations like that, it can be provided at the branch, while a new card is mailed and he interfered with my interaction with the teller, and told me that they were too busy and could not give me a temporary card either. I asked then if I could close my account, and he also told me that I had to make an appointment to close my account. I then asked for the branch manager or a supervisor and he said he was the manager, so I asked for his name and he said it was XXXX. I am not sure if that is his real name, any name, or if he just gave me the branch manager 's name as he was extremely rude and condescending and didn't appear to be a manager. I felt attacked and discriminated by that branch representative and left without making my deposit. I then went to another location and was able to use my debit card to make my deposit. After that, I contacted Bank of America 's customer service and spoke to XXXX. She said she could place a request for a replacement card and I asked if there would be a fee for a replacement card, and she said I was going to be charged {$5.00}. I told her that I was not going to get a replacement, since the card is defective and I should not be financially responsible for a fee on a replacement for a non working card. She also told me that she had already placed a complaint on my behalf for my experience at the branch, and I asked her how could she place a complaint about my situation at the branch when I did not give her any information and never even got to show my card at the branch, and as she felt trapped on being caught on lying to me that she was taking care of my problem at the branch, she did not have an answer and immediately offered to transfer me to her supervisor XXXX, who also did not offer anything other than placing a request for a replacement card with a {$5.00} fee.

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