Consumer complaint received 2019-07-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday, XX/XX/XXXX, I went into my local Bank of America branch and withdrew {$8000.00} in cash from my checking account. I was trying to send money to my husband in Oklahoma via XXXX. I had problems sending the money, so I decided to go back to my bank to deposit the funds back into my account. 

On Friday, XX/XX/XXXX at approximately XXXX CST, I drove up to the ATM at my local branch ( ATM No. XXXX ) and attempted to deposit a portion of the {$8000.00} back into my bank account ( I attempted to deposit {$7900.00} ). The ATM took the money, jammed up, and printed out a receipt ( attached to this complaint ) stating that the ATM is unable to process my request and can not return my funds. The receipt instructed me to call the Bank of America claims department, which I did immediately. 

I was connected to a representative who informed me that he would be filing a claim for me and that I should have temporary funds ( amount not disclosed ) available in my account within two business days ( estimated by Tuesday ). I was extremely distraught as I run a business and {$8000.00} is a large sum of money to a layperson such as myself. 

On Monday, XX/XX/XXXX, at approximately XXXX CST, I contacted Bank of America 's Claims Center to speak to a representative about the status of my claim. 

On Monday, XX/XX/XXXX, at approximately XXXX CST, I received a call back from Bank of America and spoke with a representative who informed me that the investigation process could take up to 45 days. She noted that she saw that an escalation note was made on this claim and that the Claims Department would have two business days to review the claim, but that the previous representative 's statement about me receiving temporary funds until the investigation is resolved was false. I told her that I am extremely concerned as {$8000.00} is a lot of money and I need it, or at least some of the funds, immediately in order to proceed with my daily business activities. She informed me that there is nothing she could do and that I would have to wait for the claims department to review the claim. 

On Wednesday, XX/XX/XXXX, at approximately XXXX CST, I attempted to contact Bank of America as the two business day timeline for the claim review had passed. I waited on hold for almost an hour even though the automated operator initially stated that the wait time to speak to a representative would be between 3-5 minutes. 

As of right now, I have not been able to get ahold of a Bank of America representative in order to discuss my claim. On Friday, I had {$8000.00} in cash on hand, and now Bank of America has taken my funds and I have nothing, so my bank account is incurring overdraft fees, I am unable to pay bills and meet financial obligations, and I am uneasy as to when I will get my money back.

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