Consumer complaint received 2021-09-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
-I went to the atm on the XXXX of XXXX, to withdraw money. When I arrived, there was a truck that delivers money, parked in front of the bank, near the atm machine, I parked next to it, as it was in front of the atm machine. As I approached the atm, and XXXX gaurd inside the bank, came to the locked door to see where I was going, and then retrieved back in the bank in the area of the atm. I put my card in to withdraw {$800.00}. The machine opened as if to dispense my cash, but no money came out, and it returned my card. I put my card into the machine to try and get my {$800.00} again, but the atm gave me a message that only {$750.00} could be withdrawn, so I tried to withdraw {$750.00}, but the machine would not dispense the {$750.00}, and returned my card, I tried again to see if I could get my money, and then the machine gave me a message that the transaction could not be completed at that time. So I left, without receiving any money. I returned on the 17th to the same atm, to try and withdraw the {$800.00}, but the atm would still was not working properly, you could do other transactions, but it would not dispense cash, that option was voided out. Rather than go inside the bank and wait in the long line, I went to a different bank of america atm a few miles away, and I was able to withdraw my {$800.00}, that is when I seen that my balance was not correct, I checked my account, and seen that the atm had debited the {$800.00} that I did not receive from my account. That same day I called the XXXX number to explain what had happened, and to put in a atm complaint. 
-On the XXXX I get a notice that they denied my complaint. I called the same day to inquire why, but the representative only could tell me that the claims department had denied claiming they did not see any errors. I told the representative I was not in agreement and I wanted my money returned, she stated she would file another claim for me. 
-On the XXXX, I called to check on my claim, and this representative told me I would have to write a statement explaining what happened, in order to have my complaint reopened, and then to fax it in. I wrote the complaint that same day and took it to a Bank of America branch to have it faxed to the claims department. 
-I called on the XXXX of XXXX, to see what was going on with my claim, only to be told that they had denied my claim again, then she asked did I send in the statement, I told her yes, and she said that it was stating the same reason. I asked her, to transfer me to a supervisor since she only puts in the claims but does not make any decisions, about it. She told me it would not help as the supervisor can not do anything neither, but I insisted to speak with one. I got transferred to someone who claimed to be the supervisor, and he is repeating the same things the other representative is saying. So I asked him, if he would transfer me to the actual claims department so that I can talk to whomever is in claims to figure out what the problem is. He then tells me that it is a contactless department, so there is not way to reach them, and his suggestion was that I keep writing more statements and faxing them into the claims department, until I maybe get a satisfactory result. That to me is a foolishness and I was not going to do that. Then later that same day I get another notice of my claim denial. 
XXXX XXXX XXXX wrote a letter to the CEO of Bank of America XXXX XXXX XXXX XXXX about all the trouble I was having with this bank in having my money returned to me. Which I am still waiting on his reply. 
XXXX XXXX, I received a voicemail from XXXX XXXX a XXXX XXXX XXXX XXXX XXXX I was assuming that she may be calling about my complaint, I called her on the 13th, but she was not in, so I set up an appointment to speak to her for the 14th. 
-On the same day, the 13th a voicemail was left for me, which I retrieved on the 16th, from someone named XXXX in the claims department, about my claim. I was not confident that he phone call was to resolve anything, as I had yet to receive my money, but I returned her phone call anyway, it went to voicemail and I left a message. 
-On that 15th, XXXX the advisor called me about the appointment I had made. I explained to her I had got her message and email and thought maybe she was calling in regards to the issues I was having with the bank. She had stated she was not calling about my complaint, but rather other banking needs, but she asked me what was going, I had explained to her the issues I was having with not receiving my funds, and the many problems the banks representatives were giving me. She asked me had I spoken with anyone at that particular branch the atm was located at, I told her no. She stated she would reach out to someone at that branch and get back with me the following day. The same advisor called me the morning of the XXXX, and told me that she had spoken to someone and XXXX was going to work on getting my funds returned to me. 
XXXX XXXX, I received a phone call from XXXX XXXX and she gives me the run around about receiving my funds. She claims that what she sees on the camera was not what I was claiming. She tells me I see you at night around 11pm coming to the atm, I told her no she is wrong, the date in question, I was not there at night, I was there during the day, then she tells me, well on that day, you came around 9pm, no I told her because that still is late and its dark at that time, then she tells me, well maybe the day you are talking about is the wrong day. I told her no, I know when I went and it was during the day and not late and not early in the morning as she had also told me. 
Then she really insults me, by telling me that she was looking at another video of me during the day, and that she does not see any XXXX guards come to the bank, no money truck is there, only me. As if I just made this up. So I told her that she is looking at something different, not the right day, or she is the one that is not being truthful as she is trying to claim I am not being. So I asked her, do you think I made this up? As if I am lying when I say exactly what happened and who was there was not? and she claims she was just saying she can't support it. So I asked her, well did you call the branch, and check the records to see if the XXXX guards were on the bank that day, or anytime close since you think I may have the day wrong, and to see if they delivered money? She would not give me a direct answer rather she told me well when they were there you but you weren't there. I told her clearly I was there, how else would I have known that they came. And I also told her there is no way you could see me and not see their truck, or see them be there for an hour and not see me when I literally parked next to them on the right hand side, but she was adamant that they never were there when I was. So that tells me she either did not actually check, or she is lying to me. 
Then she tells me that on the 17th she sees that I was there and that I made a withdraw, I told her you are also incorrect about that. On that day, that same atm was not working, it would not dispense cash, and if she really was looking she would see an elderly XXXX  man who tried to get money out after me and he too could not. Also, you will see me leave without getting any money as you are trying to claim I did on the day too which I did not, I was only able to receive money at a different branch atm. I told her, if what you are saying is true, then that means on the 17th I was able to get money out of the two atms for a total of {$1600.00} which would be impossible, because the limit is {$800.00} per day, so what you are saying is wrong, again. Then she goes on to tell me that the records does not show me trying to use my card multiple times on the 15th to try and receive my money, and that there wasn '' t anything put in for {$750.00} after I could not get the {$800.00} or any other error message. So in other words, everything I say is a lie. 
Then I asked her well did you see me receive any money from the machine, because I did not. She then tells me that that now the camera only shows my top so she can not see anything I am doing or receiving. She had nothing but excuses. How convenient, when I challenge your decision and tell you to go look at the proof, you are telling me that the proof shows non of what I stated happened, and the proof conveniently cuts my actions off. I do not believe anything she stated, and she came at me with the approach of someone who has made up her mind she will not do anything about it. And I am suppose to take her word that what she claims is totally correct, and what she claims she has done is totally correct, even though when I challenged her, she could not give me direct answers. Dealing with her was just as much of a headache, insult, frustrating, mentally draining, and emotionally tormenting as all the others I dealt with from this bank, and at that point, I was tired of having this back and forth with her, and it was clear I was not going to get any different result than what I had already gotten from her and the other, they kept me going in a constant circle, and I let her know that, and that I would not stop until my money is returned to me, and I disconnected the call. 
-So as of this moment I have a person ( s ) in the claims department refusing to return my money, and person ( s ) from the local bank claiming they will do what they can to get my funds returned, but yet, they have not done so neither. It has been over a month and counting and nothing. What am I to do, when the entity that has wronged me, holds the so-called power to say yes or no. It is like going to the person ( s ) that robbed you, and begging them to prove that they did it to you, and then pleading with them to give back to you what they wrongfully took.The worst experience with a bank in my life.

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