Consumer complaint received 2015-08-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Thursday, XXXX XXXX, 2014, I walked into the XXXX branch at XXXX XXXX XXXX XXXX, GA to make a withdrawal from my checking account. I withdrew {$2000.00} from my account and planned to use the branch 's ATM to deposit {$700.00} in funds to my Bank of America account. XXXX of the reasons I changed my checking account to a XXXX XXXX Account was to do this very thing, but still, I confirmed with the teller that I could do this at their ATM. She confirmed that I could. I walked over to the drive-up ATM and began the deposit with my Bank of America card. The machine accepted my card and pin number and then displayed my various Bank of America accounts. I choose my checking account then inserted {$700.00} cash into the ATM. This is where the problem began. The ATM gave me an error message : " This transaction request is not supported by your card, please take your cash. '' Then the machine froze. The ATM did not return my money or provide me with a receipt, and I was unable to do anything further to complete the transaction. I immediately called XXXX Bank, a customer service representative instructed me to go inside the branch to report the issue. The teller walked out and saw that the ATM was frozen, but she informed me that the machine was not serviced at the branch and that I 'd have to contact Bank of America. I did and for the rest of the afternoon went back and forth between Bank of America and XXXX trying to determine what could be done. Between myself, the XXXX branch teller, the XXXX ATM Services department and the Bank of America Disputes Department, it was determined that there had been an issue, and that I was to go back to the branch the next day to file a claim with the branch manager. 
I returned on Friday morning, XXXX XXXX, 2014 to file the claim through the branch manager, XXXX XXXX. I was told by the same teller that XXXX XXXX was n't available and that he XXXX XXXX was unsure of how to even how to help me. Eventually, I was given a dispute number, but I later learned it did not represent a claim that the branch was filing for me. After I had left the bank, XXXX XXXX approached me in the parking lot to inform me that XXXX would be denying the claim. Overall, I found his demeanor uncooperative, his attitude intimidating, and his behavior simply unprofessional and untrustworthy. I continued, without XXXX XXXX 's assistance, through XXXX 's and Bank of America 's claims and escalation procedures. Phone records show that I communicated with XXXX Bank Services and Bank of America at the time of the incident, and surely there is video of me at the teller, at the ATM and a record that {$700.00} was deposited in that ATM or its cash deposits were {$700.00} over. I have tried to follow both Bank of America 's and XXXX Bank 's processes but they each just blame each other. XXXX most recently sent me an email saying that " Bank of America should have researched the situation thoroughly on my behalf as an account holder and potentially offered to return the funds ''. Neither bank wants to take responsibility and I 'm stuck in the middle of their tug-of-war. My deposit was {$700.00} and I 'm finding myself having to work around not having these funds. I attempted an allowable ATM transaction, I saw my BOA accounts on the screen but the ATM kept my money and did n't register the deposit into my BOA account or provide me with a deposit slip. I 'm a customer for both banks and they have an obligation to protect their customer 's funds while I 'm transacting with them. 
I 've attached photos of the ATM error message, the email that XXXX sent, indicating that it fell to BOA to return my funds. I 've also included a copy of Bank of America 's documentation that there was no transaction completed on that day.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation