Consumer complaint received 2017-06-13
Company: BOK FINANCIAL CORP
State: TX
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX/XXXX/XXXX @ XXXX XXXX, I went to Bank of Texas on XXXX XXXX -XXXX , TX XXXX to withdraw the {$600.00} bonus pay that was deposited onto my card by XXXX XXXX XXXX  ( XXXX employer ). The Bank of Texas is one of XXXX 's XXXX XXXX Surcharge Free ATM 's that we were advised we could use. <P/>I inserted the card, input my code, requested the {$600.00}, the ATM made noise as if it was going to open up, but it never did. A receipt was dispensed showing a withdrawal of {$600.00} that I never received. I tried using the card once more, thinking there must be some kind of mistake, and of course I get a receipt out of the ATM stating I had insufficient funds, I checked my account online to see if the money was debited out of my account, and it was. <P/>I thought I would use another debit card to see if the missing money would come out, I requested {$20.00} and only the {$20.00} came out. No other funds were dispensed. <P/>I saw there was one teller working, so I went into a lane so I could speak with him. I told the teller of the incident that took place, and he told me I would need to contact the Banks ATM dispute department in which he gave me a telephone number of : XXXX. <P/>I then called the number, and spoke with XXXX XXXX who said she was a manager. Once XXXX found out I was not a Bank of Texas account holder, she told me I would have to call the telephone number on the back of my card ( she informed me that she could not help me ). I was told my card services department would have to file a dispute in order for me to get my money returned. I told her she needs to call the company that services the ATM and have them come out there, she said that was impossible. She said she would remotely have that ATM shut down, of course that did not happen. I was immediately upset, this was XXXX XXXX weekend, and I was out of {$600.00} with no one to provide me with a quick resolution. I noticed that while I was sitting by the ATM, I could hear someone in the back of the machine like they were taking money out of it, that was very suspicious me. This ATM is one that is attached to the building, it is not a standalone ATM. <P/>I did call the police, they came out and told me that this was a civil matter, and I would have to file a civil lawsuit. <P/>I also contacted XXXX XXXX XXXX @ XXXX in which they told me that the charge was pending, and I would have to wait 3 days before I could file a dispute because most transactions as such are credited back to the card. I waited the 3 allotted days and called card services again, so they could file the dispute, and they did and I filled out and signed all necessary paperwork then sent it back via email. <P/>On Tuesday, XXXX XXXX, I went back to the bank to speak with the Manager there and she said the same thing the rep at XXXX XXXX XXXX said, that the process should take no more than 3 days. She told me that they are unable to touch the ATM, and the process has to go through the necessary channels. She said it would be impossible for an employee to access those funds internally because that is something that they are not suppose to do. <P/>Maybe they are not suppose to do it, but I believe someone did it from the inside. I know what I heard, I heard someone in the back of that machine while I was sitting in my car by the ATM. <P/>This is very insane for a person to be out of such a significant amount of money for such a long time, I have researched my rights and I am well aware of my entitlements. I need a Federal investigation into this matter, because no person should have to wait 30, 40, 50, 60, or even 90 days to get what is theirs. <P/>Respectfully, XXXX ' XXXX, XXXX XXXX ( Phone ) XXXX ( Fax ) Address : XXXX XXXX XXXX - XXXX, TX XXXX

Company response to consumer: Closed with explanation