Consumer complaint received 2019-06-06
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint:
On XX/XX/2019 at approximately XXXX I drove to the ATM for Bank of America . I made a cash deposit. The amount is {$440.00}. This cash was given to me by my Ex-husband for my sons child support. When I checked the deposit on my mobile app I noticed my Personal account balance was 0. I called the next morning to the 800 customer service line for Business accounts. They TOLD ME I deposited funds into my business account. This information is VERY UNTRUE. I do not carry my business debit card in my purse. I was on hold for over 30 min. initially. Finally when the call was picked up the customer service rep stated they could not assist and transferred me. The next person could not help, they transferred me. The 4th person could not assist and I finally gave up and hung up the phone and decided to go into the bank. I let every single person I spoke with know the situation. I went to the ATM, deposited XXXX child support and because my business account was in negatives, Bank of America switched the funds to cover the negative balance and put the rest in my business account. Nobody will admit this happened except the teller and my business banker. They know what really happened. B of A is so shady! They keep trying to blame me and tell me I used my business bank card to make the deposit when this is not true as I do not carry this card with me at all times. 

I'd like to add that I have 4 bank accounts with B of A. Three ( 3 ) out of the four accounts are in good standing. Why on Gods Green earth would I put my child support money into a NEGATIVE ACCOUNT? Does not even make sense. Furthermore, I have a claim filed for the business account and B of A is working on it now. They told me once the claim is over they can remove any late fees associated with the claim transaction. We were right in the middle of working on this account. Why would I touch it? and put money I need for my child into a negative account? 

I had a meeting at XXXX. After the meeting I went to straight to the bank. I met with a teller who tried to assist me. That did not work. However, she gave me information that is powerful. She told me my accounts were linked and that B of A probably put my deposit into the negative account to bring it current. I never asked for my accounts to be linked so I am unaware of why they are linked. I spoke with my Small Business Banker. He tried to help and gave me some numbers to call. Claims and the 800 # in which I already had. These numbers did not help either. I called again and the automated service stated the wait time was so long that they would have to call me back. They finally called me back at approx XXXX. pst. The Rep told me he could not assist me and transferred me to the Manager. I told the Manager what a previous rep told me that they were going to view the camera to see what debit card I used and she supposedly filed a dispute. XXXX the Manager told me the rep I spoke with this morning did not tell me the truth and that there was no way they could review the tape on camera. ( The claim filed to view the camera at the ATM ) and that it would need to be viewed by the bank I went to. By this time I am flushered!!! He told me to go back to the bank where I made the deposit and ask them to view the camera and so they can see what card I used to make my deposit.

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