Consumer complaint received 2023-10-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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, I deposited {$4000.00} ( cash ) at Bank of America ( stand alone ) ATM located at XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. and XXXX XXXX ) in XXXX XXXX, for the first time. I might also add, that on XX/XX/23, I went back to the ATM to retrieve the Identification numbers of the ATM machines. There are 2 machines, one has an ID : XXXX and the other is ID : XXXX. I deposited {$4000.00}, but the ATM stated a deposit of {$3000.00} was made and requested an automated confirmation, or cancellation from me, which I promptly cancelled. The ATM gave back only {$3000.00} instead of my {$4000.00}, withholding {$1000.00} of my monies. I complained to the bank claims department and other personnel, but it was not addressed until one month later. On XX/XX/23, Bank of America withdrew {$4000.00} from my account instead of {$3000.00}, and did not credit my {$1000.00} back to my account. This is the problem and following are the details : I make monthly deposits in the amount of {$4000.00} to cover my mortgage and HOA payments. On XX/XX/XXXX, I made the deposit of {$4000.00} and the ATM asked me to confirm my deposit of {$3000.00} which was wrong so I cancelled the transaction. The ATM gave me back {$3000.00}, but kept {$1000.00}. I promptly called the bank while at the ATM and spoke to various people who directed me to the claims department, but no one could give me a straight answer on a resolution. I waited until I got home that evening and called the bank again. I spoke to someone by the name of XXXX who said I should not worry, because he sees a deposit of {$4000.00} in my account. 

On XX/XX/23, I went to the XXXX XXXX XXXX XXXX in New York, ( where I also live ) and deposited the {$3000.00} which I received back from my attempted deposit, with a Teller. I explained my dilemma to her letting her know that the ATM withheld {$1000.00} of my {$4000.00} deposit. She explained that my account shows that I have deposited {$4000.00}. I asked her to please give me a print out reflecting that my account is credited {$4000.00}. However, when she gave me the printout, I noticed that it stated {$4000.00} Temporary Credit Adjustment XX/XX/23, but it added the {$3000.00} that I had just deposited with her reflecting a {$7000.00} credit balance on my account. I told her that was wrong, my balance should only be {$4000.00} ( {$1000.00} withheld from my original deposit on XX/XX/23 and the {$3000.00} which I had just deposited on XX/XX/23 ) and not {$7000.00}. She said there was nothing she could do about that as this is what my account stated. I asked to but was told that my account reflected the balance and there was nothing to be done. I gave up speaking to anyone and knew that the bank will finally correct the error. The extra {$3000.00} remained in my account for the rest of the month, which I did not withdraw. 

On XX/XX/23, when I checked my account, I saw that {$4000.00} was withdrawn from my account instead of {$3000.00}. The bank reversed the {$4000.00} Temporary credit instead of {$3000.00}, since the ATM had withheld {$1000.00} of my original deposit ( {$4000.00} ) on XX/XX/23. I went to the XXXX XXXX Financial Center and met with XXXX XXXX, Relationship Banker and XXXX XXXX, Vice President, Financial Center Manager to find out what was going on with my account. XXXX XXXX called the Claims Department to let them know the claim was originally filed incorrectly for {$4000.00}, instead of {$3000.00}. I was told by XXXX XXXX to check my account within the next few days to see the status of the claim. 

On XX/XX/23, I met with XXXX XXXX to discuss this further. She spoke to the claims department to inform them of the error. 


On XX/XX/23, I received an email that the claim was closed which stated Claim Not Paid. I went back to the Financial Center to speak with XXXX again, who called the Claims Department again, and was told that I needed to write a letter outlining the details of my complaint. She then typed up a letter for my signature, with my authorization and faxed it to them, while I sat with her, She requested the claim be reconsidered for review. 

On XX/XX/23, when I checked the claim status, I saw it was closed again and Claim Not Paid. 

As you can see from my history, I make deposits in my account for {$4000.00} for monthly mortgage and HOA payments. 

I am requesting that Bank of America credit my account {$1000.00} that was deducted in error. The bank should have reversed {$3000.00} and not {$4000.00}. 

This has been ongoing for about 2 months now with no resolution. I am very frustrated and disgusted with Bank of Americas service, particularly after being a long time customer without any issues. 

I am asking for your help in resolving this problem as expeditiously as possible. 

If you have any questions, please give me a call at the above number. Thank you.

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