Consumer complaint received 2020-01-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I went to a Bank of America ATM to make a deposit. Before I actually made a deposit. I withdrew {$500.00} and then {$300.00} from the machine using my XXXX XXXX XXXX ATM card. Once completed I proceeded to deposit {$600.00} of the {$800.00} into my Bank of America account. When I deposited the money into the other account, the machine jammed and the door for the deposit did not shut and the screen froze. I tapped the screen, the buttons on the machine and even tried to shut the door on the ATM. It finally shut, opened back, the screen then said all money wasnt deposited, it pushed out {$40.00}, sucked it back in. A message on the screen popped up and basically told me the machine was having issues and prompted me to enter the amount that I deposited and I enter red {$600.00} on the screen and the ATM gave me my receipt. When I took a look at my receipt it said ONLY {$300.00} was inserted into the machine. I then called customer service and was told that they will go ahead and deposit the money into my account and it will be accessible XX/XX/19. When the XXXX of XXXX came, I logged into my banking app and saw that I was locked out of my account. I called and they told me my account was being closed AND I would need to go ahead and head to the branch to withdraw any funds that was in there. I went to the bank on the XXXX. I was told the funds was still pending, the banker told me to come back in the morning it should be cleared. I went back to the bank on the XXXX and was told my money was still not available for pick up and was told to speak to the Risk and Fraud department. I understand procedures and regulations but this bank customer service is completely unprofessional and incompetent. I called them XX/XX/XXXX until XX/XX/XXXX for the exception of XXXX and XXXX. Literally every phone call I had with the phone agents and supervisors I was told a different story every single time. If you can see on the dates this was around the holidays and the first of the month which means bills needed to be paid. Thank god i had other sources of income. This bank is disgusting they closed my bank account as well as my husband and I joint account. In addition to that when I spoke with some agents their blatantly telling me I did not deposit any money into the machine based on their findings. Lets be clear I completely understand that this is the day and age of Scammers but I highly doubt someone is going to scam their own account and deposit cash into the machine, on camera and then call everyday to be aggravated over {$600.00} especially if it wasnt their money to begin with. They handled me like a criminal, I get treat all clients and customers the same but my goodness. Now on XX/XX/XXXX I called BOA yet again. I was told nothing beneficial and the opposite of what I was been told. I asked to speak to a supervisor and was told she would put in a request for me to pick up my money. She told me to call the next day in the afternoon. I call the XX/XX/XXXX in the afternoon. And yet again had to request to speak to yet another supervisor. I was told the process takes up to 1-3 business days. So Im annoyed yet again because why am I constantly hearing a new story every time I call. Im told the account would be officially closed and I should have an answer to my request on the XXXX. So I call back XXXX, XX/XX/XXXX and I am told my account wasnt closed like I was told. In addition to that they told me the policy had changed and the request to release funds takes up to 3-5 business days and for me to call back. So I said to them SHOULD I JUST CALL BACK XXXX, and the agent responded and said No maam, call back tomorrow the XXXX of XXXX we should definitely have an answer then. On XX/XX/XXXX I called back yet again and was told their unsure as to why I was told this I wont have an answer until Monday. I am BEYOND PISSED OFF. Now today XXXX  XX/XX/XXXX I called and was told that they saw no answer in the system and I asked to speak to a supervisor and he informed me that 1. My account is not closed yet. 
I asked him why and provided him the dates I was told my account would be closed and he said that BOA is subject to change dates so he doesnt know why anyone told me a set date in stone. 
2. He informed me that based on my account the request for me to pick up my money in the bank was never happening. 
So I asked why would they tell me all of this to have me to constantly call this place for no reason. Now I have to wait until whenever they close my account to receive my money.

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