Consumer complaint received 2017-12-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX at XXXX XXXX XXXX Bank of America in XXXX Texas, I was attempting to get {$100.00} from my checking account, but the door of the ATM did not give me any money. The door on the ATM that disburses cash continuously opened and closed, but never gave me the {$100.00}. I tried to contact the number listed on the ATM, but due to the XXXX holiday nobody answered the phone. 
On XX/XX/XXXX I noticed that {$100.00} was deducted from my account for the XX/XX/XXXX attempted transaction, so I drove to the XXXX XXXX XXXX  branch of Bank of America in XXXX. I informed the young man ( I did not get his name ) what transpired with the ATM and the fact that I never received any money. He informed me that the branch is unable to resolve a dispute with the ATM and that I should call the number listed on my receipt. 
About 10 minutes later I contacted the number listed ( XXXX ) on my receipt and waited approximately 15 minutes before an automated voice asked if I wanted to have someone call me back, and I replied yes. Around 30 minutes later I received a call from someone, but I missed the call. They left a message to call back at XXXX. I was unable to get connected at this number. 
At XXXX XXXX on XX/XX/XXXX I received a call from a representative of Bank of America and I explained what happened. She said I need to talk to a different department, so she transferred me. After approximately 10 minutes, the person who answered the phone stated that she was not the correct person to talk to about my situation, but I should talk to the ATM grievance or dispute department. I told her about the problem and how I had been transferred multiple times and nobody was helping me to get to the correct department. She said that she would make sure I would be transferred to the correct group. I waited and waited and waited on the phone, but nobody answered. After about 20 minutes of listening to music and the same voice message stating that they had high volume of calls, the phone went silent, but I was still connected. After 39 minutes of being on hold, I was so frustrated that I decided to hang up the phone and log into my mobile B of A account to see if there was an available online option to log my dispute. 
After going through numerous menus, especially the " Help Menu '' on the Bank of America mobile app, I never could find a place to explain my issue with the ATM and having {$100.00} deducted from my account. I decided to give up after 2 hours of dealing with this issue. 
OnXX/XX/XXXX I checked my account and it appears that the {$100.00} deduction has been rectified, although no one from Bank of America contacted me about this issue, nor did I receive a written explanation. 
At this day and age, with all of the technology that exist, an ATM machine that does n't have cash for a customer should shut down and a menu should pop up stating that the machine is out of order or something to that affect. 
I been a member with B of A for more than 10 years and I am extremely frustrated with this experience with Bank of America and my account will be closed soon.

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