Consumer complaint received 2022-11-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2022 : I made a cash deposit using the Bank of America ATM ( XXXX ) located at the BOA branch in XXXX, CA. I pulled out {$3200.00} cash from an envelope ( Thirty {$100.00} bills and five {$50.00} bills ) and put them into the ATM, but the ATM displayed an error and asked to input the amount of money I intended to deposit and I entered {$3200.00}. Then the ATM gave me a receipt of a {$300.00} deposit saying, We created an issue record that will be attached to your transaction. Please retain your receipt until you have spoken with an Electronic Claims associate I called the associate and opened the claim. 

XX/XX/2022 : Received Provisional Credit of {$2900.00} ( {$3200.00} minus {$300.00} deposit ). 

XX/XX/2022 : Bank notified that they are unable to approve my claim. Saying that they were unable to locate any record of cash or additional cash being deposited at the ATM for {$2900.00} between XX/XX/XXXX and XX/XX/XXXX. I called the electronic claims center and sent a written letter to request to re-investigate the issue XX/XX/2022 : Bank notified that they re-evaluated my claim and were unable to approve my claim because they could not locate any record of additional cash being deposited at the ATM. I called the electronic claims center to ask if I can talk with personnel who are responsible for the investigation and they told me the researching department does not deal with communication with consumers and I can not talk to them. I sent a written letter that I really made the deposit. And asked them to thoroughly investigate the issue asked them to check if other people using the ATM got extra money when they withdrew money also asked them to check the video footage when the ATM is opened and cash is being counted and asked if there is any risk of extra money being taken by someone else XX/XX/2022 : Claim Status showed Resolved- Claim Paid XX/XX/2022 : Claim Status suddenly changed to Resolved- Claim Not Paid and the bank removed the provisional credit from me. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - They have video footage of me making the deposit, but they refuse to give my money back.. They only say that they are unable to approve my claim because they are not able to locate additional cash being deposited at the ATM, THEN THEY SHOULD INVESTIGATE WHERE THAT ADDITIONAL CASH WENT TO ( I really made the deposit and if they can not find additional cash, then someone else has taken it ). I have asked the BofA fraud department to call me regarding the claim on the written letter and they did not give me any phone calls, and they do not give me any detailed research information ( such as what they have researched on ).

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