Consumer complaint received 2020-06-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have been in good standing with bank of america since I opened my account. But I went to the Bank of America ATM in my town that I have used for years and I deposited XXXX dollars in cash ( on XX/XX/2020 ),  when I inserted the money the ATM took it and froze. It was loading for several minutes then comes back saying there's an error to call the 1800 number. So I called as soon as the customer care center was open and they told me that my account is pending closure only due to the fact that the atm counted the money wrong and it showed an incorrect amount for the bills given. Due to this glitch at the atm I am now unable to access the money that was already in my account before this incident which was over {$300.00} and now I can not access the {$800.00} cash that i deposited. I have been on the phone over 6 different times the first two times a claim was never filed and they told me to wait for a letter regarding the situation. I never received a call so I called with bank of america to expedite their claim on XX/XX/XXXX which should've been filed the first two times I called and asked. Bank of america claims they need to look into the atm records and get the correct amount that i deposited. They then denied my claim to expedite this twice. Keep in mind I deposited this cash in order to pay my car payment and car insurance and now my bills are past due because of bank of Americas lack of customer service and not filing a claim the first 2 times I called. All they told me was I'm sorry it didn't get filed call your bill companies and tell them it will be late. I was told on the XXXX of XXXX that the account will be closed on XX/XX/XXXX ( Over 3 weeks since this whole mess started ) due to the atm issue and I can get a check for the {$1100.00} in my account ( previous balance and deposited money ) once it is closed by the end of that business day. It is now currently XX/XX/XXXX and I called to see if my check has been mailed like they told me it would and they told me my account is still pending closure and they pushed the date back now until XX/XX/XXXX. So I'm supposed to go a month without the {$1100.00} dollars because Bank of Americas atm glitched and because the customer service failed to do their part and file claims the first times I called. I have rent due on the first and they told me they can not do anything about the money. This is just wrong that I am out {$1100.00} because of their mistakes and I have to be extremely late on my car payment, insurance payment and now my rent. This is going to effect my credit score all because of their mistake. I never even received any letters from bank of america about the closing of my account or proof of claims filed even after I asked for it, they told me everything is paperless and they have the records in their system.

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