Consumer complaint received 2022-03-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I went to the ATM and made two deposits on XX/XX/XXXX in XXXX Texas at XXXX XXXX XXXX XXXX, XXXX, TX XXXX at XXXX. I made two deposits, the total should have been $ XXXX, the first deposit I did not know that the total amount of bills you could deposit was XXXX. It should have been {$13000.00}. The second deposit should have been {$6100.00}. Both deposits should have totaled {$20000.00}. But the first deposit only showed me depositing {$7600.00} which is incorrect. I am missing {$6300.00} from that first deposit. My issues only stem from the first deposit which should have been {$13000.00} but only deposited {$7600.00}. The ATM transaction for the deposit in question is XXXX. Bank of America states that they found an additional {$200.00} for the first deposit, but I am still missing {$6100.00} that I rightfully deposited. I tried to call the number provided regarding my case multiple times but it continues to send me to voicemail. I complained to CFPB and no response was given COMPLAINT ID XXXX to CFPB or myself even though they posted they gave me a personal response. Company responded on XX/XX/XXXX Stating : The company sent its response directly to XXXX XXXX and provided a copy to the CFPB ( refusing to publish response publicly unlike the first claim ). It may take a few days for you to receive the companys response. To protect consumer privacy, the CFPB has not included the companys response in this consumer portal. You can contact the company at ( XXXX ) XXXX XXXX about its response to this complaint. As of XXXX XXXX, calls and voicemails were made to ( XXXX ) XXXX XXXX and XXXX XXXX has received no response this is just a fake number that goes straight to voicemail and calls were made to consumer financial bureau ( CFPB ) and they too mentioned no copy of a response was provided to them. I hire a Attorney XXXX XXXX XXXX who delivered a subpoena to Bank of America on XX/XX/XXXX yet again no response or feed back from BOA. Then I XXXX XXXX has visited the Bank of America claim Branch visit XX/XX/XXXX between XXXX XXXX. Here I spoke to a bank teller about his claim XXXX that was made XX/XX/XXXX to bank of America along with Claim XXXX XXXX made with the consumer financial bureau and subpoena information. Bank teller along with a second bank teller witness brought XXXX XXXX to the office of a Higher level supervisor/ Branch Manger Supervisor from the kindness of her heart seeing distressed XXXX got on the phone from the bank of America branch XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX calling the claims department. Claim department associate mentioned for the first time This is most likely due to the Subpoena requesting the video footage being received prior to XX/XX/XXXX mentioned detail footage of video footage. Claims agent first mentioned the details of video footage to the Bank of America supervisor stating to her the call was monitored and recorded for quality and training purposes. The details of video were described as there was two women with XXXX XXXX on the day of the incident XXXX XXXX ( Aunty ) and XXXX XXXX ( XXXX Spouse ). Claims agent mentioned Lady with me in polka dotted shirt ( XXXX XXXX ) was given money by XXXX XXXX money was put in envelope then envelope was put in another envelope and then that envelope was never seen again coming out from purse. BOA claims agent accused and believed money missing was put in envelope and in XXXX XXXX purse. Bank of America XXXX supervisor explains to XXXX what Claims agent told her and hands over phone to XXXX XXXX to listen to the claims agent himself. Claims agent on phone in front of Bank of America supervisor and teller witnessing states to XXXX XXXX call is being monitored for quality and training purposes and accusing women in polka dotted shirt of hiding missing funds back into the purse and there for determining the missing funds were stolen by XXXX XXXX. These allegations were heard by XXXX XXXX for the first time despite the numerous attempts of claims to BOA regarding claim XXXX. During the 8 plus times XXXX called regarding details of his claim agents would not explain specifics of video or audited bank records allocating missing funds. XXXX believes video footage was viewed after subpoena was filed and not prior to subpoena being filed even though numerous times XXXX was told by claim agents on the phone video was reviewed and could not determine missing funds. 

Call was sent to XXXX XXXX stating that claim agent accused her of stealing money which cause complete distress to XXXX and created mental distress and destroyed a XXXX year bond between XXXX XXXX and XXXX XXXX XXXX XXXX XXXX claimed to be not Guilty of this accusation Claims agent provided. 
Text was sent to lawyer XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX followed up with a 23-minute phone call expressing what happened at the bank of America branch and how this was the first time an explanation was received about what happened in the video footage. XXXX XXXX advised to wait for the video footage to determine Accusations that were made by claims agent. 
XXXX XXXX mentioned to Attorney XXXX call was said to be recorded at the bank of America branch on the line about video footage was explained to Branch manager also explained to XXXX XXXX for the first time and then XXXX asked for the story to be repeated for clarification on the recorded line and claim agent repeated the story and accused XXXX XXXX of stealing XXXX XXXX funds on what was recorded in there records regarding the video footage. 
After several weeks of waiting XXXX XXXX XXXX did not receive any response from Bank of America regarding the subpoena. XX/XX/XXXX XXXX XXXX requested an update on the subpoena and stated he submitted another claim to the consumer financial bureau Claim number : XXXX this time bank of America Company responded XXXX XX/XX/XXXX Stating : The company sent its response directly to XXXX XXXX and provided a copy to the CFPB ( refusing to publish response publicly unlike the first claim ). It may take a few days for you to receive the companys response. To protect consumer privacy, the CFPB has not included the companys response in this consumer portal. You can contact the company at ( XXXX ) XXXX XXXX about its response to this complaint. As of XXXX XXXX, calls and voicemails were made to ( XXXX ) XXXX XXXX and XXXX XXXX has received no response. Call was made to consumer financial bureau ( CFPB ) and they too mentioned no copy of a response was provided to them. 
Attorney XXXX XXXX XXXX XXXX Bank of America XXXX department XX/XX/XXXX where clerk stated subpoena was never received or mailed to bank of America. Attorney reviewed the certified mailed receipts which is attached and followed up with XXXX county sheriff who stated Subpoena was filed. 

XXXX XXXX believes the subpoena was received and not responded to withhold crucial information about his case he believes Bank of America agents from legal/ claims/ consumer financial bureau BOA representatives are all disregarding his claim and not responding correctly or providing him information about his claim to keep XXXX hard earned money that was lost. XXXX and attorney XXXX XXXX XXXX mailed and faxed another Subpoena to BOA with confirmed Fax Transcript that subpoena and certified mail receipts proving that BOA should have subpoena and is purposefully ignoring it and not releasing video footage or responding to subpeona. 

XXXX has been facing not only a financial burden from the lost of his funds by the atm but also a mental burden and mental distress and this claim caused friction between XXXX XXXX ( Aunty of XXXX ) witness on camera footage that was mentioned to XXXX. This claim also developed XXXX distress between XXXX And his new spouse XXXX XXXX which was also mentioned as second witness on camera footage for not being responsible and losing large amounts of money. Please Send response through CFPB publicly.

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