Consumer complaint received 2020-06-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is my Third attempt to get CFPB to resolve my complaint. I don't understand how no one is being held responsible for funds lost after depositing into a bank ATM. 

The previous complaint was not resolved. I still have yet to be contacted by anyone at Bank of America, so i have a hard time understanding how CFPB or Bank of America can close a complaint when it is unresolved. 

Additionally, this issue happened while i was attempting to fund my account during the COVID-19 pandemic travel restrictions and my complaint is still not being honored by CFPB or Bank of America. So the second time here it is : On XX/XX/2020 I visited the XXXX XXXX  at XXXX XXXX XXXX in XXXX, MD. The purpose of the visit was to deposit {$1000.00} into my Bank of America checking account, using my Bank of America ( BOA ) debit card at the XXXX XXXX  ATM. Due to the COVID-19 pandemic travel restrictions in place, I could not travel the 20 miles required to reach the nearest Bank of America and XXXX XXXX  was only two miles from my home. At approx. XXXX XXXX, I inserted {$1000.00} cash into the ATM and selected the option to deposit funds into my Checking account. I received a message that stated " TRANSACTION SELECTED CAN NOT BE PROCESSED. TRANSACTION MUST BE AT YOUR INSTITUTION '', however the {$1000.00} funds I had deposited in the ATM were not returned to me once the transaction was declined. I immediately went inside and informed t he XXXX XXXX  Bank Teller and Branch Manager that the ATM did not return the funds. The Branch Manager informed that his location had been experiencing issues with the ATM, but I needed to contact Bank of America to receive the funds because i used a BOA debit card for the transaction. I asked the Branch Manager how Bank of America could be held responsible for issu es with his ATM. I also asked him how did XXXX XXXX  plan to address the excess {$1000.00} that would reflect in their ATM. He told me there was nothing he can do about it and that I needed to contact BOA regarding this problem. After contacting BOA, they initially stated i needed to file a claim with XXXX ( which i did ) but the next day another BOA representative I spoke to informed me that they would resolve the issue directly with XXXX XXXX  and I should have my funds deposited into my Bank of America account the next business day. {$1000.00} was deposited to my Checking Account and the claim was under investigation. 
On XX/XX/2020 I received a message from Bank of America stating they were unable to locate the deposit made at the XXXX ATM, the {$1000.00} t hey placed in my account would be extracted XXXX and that if i wished to investigate further I would need to call Customer Service or send a receipt. UPDATE : my checking account is now at - {$990.00}. 

I also provided a receipt reflecting the declined transaction and Bank of America completely ignored it. 

Please others know that banks will not honor their customers during a time of pandemic

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