Consumer complaint received 2024-03-14
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION (NV)

Hi I Have a serious problem that I need your assistance with : On Thursday XXXX approximately around XXXX I stopped at the 2nd ATM ( Serial Number : XXXX XXXX ) with my car ( XXXX XXXXXXXX XXXX XXXX California Licence plate XXXX ). 
I Had XXXX Brand new {$100.00} bills at the total of {$2000.00}. 
I used my Debit card XXXX XXXX XXXX XXXX at the ATM and tried to deposit the cash. 
I loaded all the bills in a stack to the cash drawer, the ATM counted them and then I got a message that only {$600.00} was deposited!! 
Obviously that was wrong and some kind of machine malfunctioned. 
I immediately canceled the transaction hoping to get all my cash money back, That didn't happen. 
The ATM gave me back only 6 {$100.00} bills out of 20 bills. Total of {$600.00}. {$1400.00} were missing! 
It was struggling to give the cash back too, the bills were new but were kept as a roll, therefore they had a roll shape to them, maybe that was the reason. 
I parked my car, and walked into the Bank, I saw you and told you briefly what happened, but you were in a meeting so I went to the Teller. 
I deposited the {$600.00} to my account at the Teller ( XXXX ). 
I updated the Teller about what just happened with the ATM, and she reassured me I had nothing to worry about, that these accidents happen and told me 2 things : 1. Wait for XXXX, the end of business day, the ATM will count the money deposited during the day, it should detect an excess 0f {$1400.00} ( 14 {$100.00} bills ) and deposit them directly to my account. - That didn't happen. 
2. She also said in case that didn't happen, to contact Customer service at XXXX XXXX tell them what happened and they will reimburse me immediately. 
That's what I did, I called XXXX on XXXX and spent over an hour and a half on the line trying to get this resolved. 
They opened a claim ( Claim ID XXXX ) and told me that the missing {$1400.00} will be deposited in my account in 2 days - That didn't happen. 

It's been 4 days that my money is missing and I got no reassurance that it was found and that it will be deposited. 
I have been wasting time and energy chasing down that money missing because of the ATM malfunction. That is not OK! 
The whole idea of an ATM is to give better customer service and experience and to save time, exactly the opposite of what is happening. 
Needless to say that I have lost my confidence about ATM 's and will never use them again. 

I need this resolved. 
I want whoever is incharge to pull the records of that ATM for that day and find my money. 
( I gave you all the information I have for this incident, they can backtrack the logs and check the cameras ). 
I want to be notified it has been found. 
I want the money to be deposited to my account immediately. 

XXXX - Update : I have received the {$1400.00} back. 
XXXX - update : the {$1400.00} were taken again out of my account! 

Please forward this email to whomever you know can help resolve this and follow up personally. 

Thank you for your time. 

XXXX XXXX