Consumer complaint received 2015-08-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX I went to my local Bank of America branch to deposit some money I had received from selling my car. I saw that the line was long inside, so I notice many people avoiding XXXX ATM machine I got close and I saw that it had a note which read " Accepting only deposits '', I said to my self well it 's my luck I just need to make a deposit so I decided to use that machine. My total deposit was to be of {$6100.00}. How I now the machine only take XXXX bills at a time and all the bills I had where XXXX dollar bills I split my cash in half before getting there so I made a XXXX deposit of {$3000.00}. That deposit got credited to my account because after that the machine read if I wanted to add more cash or if that was all I was going to do. I had to make my last deposit of {$3100.00}, so I pushed the add more cash option. I inserted the money and after that I could hear the machine counting the money, so I waited. I saw the machine spit out XXXX dollars out then it read to me unable to accept your cash. I waited there while the machine beeped non stop for about XXXX minutes and the rest of my money never came out. After that I pushed the cancel button and nothing It seemed like the machine was frozen or something. I then see that it refreshed because the screen went all red to how it usually is before it is used. I then checked my account to see if the money actually went in. The only deposit that was posted to my account was the XXXX {$3000.00} and the other {$3000.00} neither came out nor credited to my account. So I called a security which was standing there to see if he knew what I could do he said I should just call the number that is on the ATM machine to have them help me resolve. How I was in a hurry I looked inside to find someone who could help but all the representatives where busy and I knew the wait was going to be long so I just left and called the number right away. I talk to one of the representative on the phone told them what had happened they offered me a temporary credit while my claim was investigated. Then on XXXX XXXX they decided to take back what they had credited because they said that they saw the amount did get deposited. I clearly stated that I did XXXX different deposits that the XXXX did go in and the XXXX did not. So they reopened my claim because they had closed it already because according to them it was resolved and I was lying. The representative then tells me to call back in XXXX hours if I do n't see the money back in my account. I waited XXXX hours and nothing so I call them back to see what is happening and they state that the video surveillance does not show me doing XXXX deposits and that they are right and they just shut down my claim so It ca n't be reopened. I ask what can I do and they recommend I go to the bank and look for the security who was there when that happened ; I have went and no luck. So I call back on XXXX XXXX for a better understanding of the situation and to see what they investigation relies on I ask to see the surveillance video that according to them does not show me doing XXXX deposits. The representative this time tells me I need a court order to access the video surveillance. I do not know what to do I need my money that is why I sold my car. If I would n't of had extra money in my account I would of been in the negative dollars and fees would of started accumulating. I am a college student and a single parent. I ca n't believe that in the United States this type of things can happen.

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