Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I submitted this fax and mailed to the ATM team at Bank of America explaining everything that took place. Please read it so you can better understand the facts, all of this can be verified through ATM videos, audios, phone calls and witnesses at the bank XXXX XXXX XXXX XX/XX/year> Bank of America Claims Resolution / ATM Investigation Team Subject : Urgent Request to Reopen and Correctly Resolve ATM Dispute Claim # XXXX Account Ending XXXX {$3300.00} Drive-Thru ATM Error at XXXX Dear Claims Resolution / ATM Investigation Team, I am faxing this written statement about an ATM dispute claim XXXX because it was closed today based on incorrect information. It seems like you closed the case without reading the details, here are the facts, The initial claim and the only claim were for the ATM XXXX but you closed it because of a deposit the posted for the same amount but a different ATM with a different ID XXXX Facts of the case : On XX/XX/year>, I attempted to deposit the full amount of {$6900.00} or XXXX bills of {$100.00} dollars, the ATM XXXX frizzed and I tried to take my money out after some time of the ATM not reacting, I was able to take some money out ( {$3600.00} ) leaving {$3300.00} Inside that ATM, at that time I panicked and ran inside the Bank of America branch located at XXXX XXXX XXXX XXXX XXXX FL XXXX, spoke to the branch cashier and she said to call the number on the ATM number ( XXXX ) XXXX XXXX and I called them on Tuesday XX/XX/XXXX at XXXX, and was on the phone with them for 1 hour and 5 minutes, all of this information can be seen in the ATMS cameras and listened in the calls, while in the call I asked the representative if I could deposit the rest of the money in another ATM or go inside the branch, he said these issues were rare and I should be fine, I went to the ATM XXXX and entered XXXX bills of {$100.00} and the ATM gave me XXXX bills back and counted {$3300.00} and gave me a receipt, there was no issues on the ATM ending on XXXX, The issue and the claim is to start a research and count the excess of money on the ATM that gave me the error, closed the little gate where the cash was and told me to take my debit card without any details and kept my money WITHOUT crediting my account, XXXX I have been a Bank of America customer for 18 years and i have never had an issue, I have deposited money multiple times on the ATMs and it has been fine, this is my first time I am experiencing an issue and I understand machines fail but the way Bank of America is handling this situation is rather disappointing, I really expect this straightforward ATM malfunction to be resolved promptly under Regulation E. This was NOT my fault I DONT have the ability to open the ATM and recover my money, you do! Then please do it, go to the ATM, count the money, find the money that was not credited, review the cameras, review the audios, see that everything is there, and please give me my money back! My requests : 1. Please read the details, look at the cameras, review the ATM, count the money, find my {$3300.00} and please give it back to me, I went to deposit this money because I need it, I don't have the luxury of time, I did everything Bank of America told me on the phone to do, and the first question was the ATM ID so how would the case be close without even reading the details? 2. Issue provisional credit of the full {$3300.00} to my account today while the full investigation is completed. 3. Have the correct ATM ( XXXX ) serviced/reconciled and reviewed the video footage, transaction logs, and cash-count records. 4. Send me copies of all documents and evidence used in the original ( incorrect ) investigation. Please contact me immediately at ( XXXX ) XXXX XXXX or [ XXXX ] once this has been done. I am happy to provide any additional information or screenshots. Thank you for your prompt attention. I look forward to your written confirmation today. Sincerely, XXXX XXXX XXXX Account ending in XXXX Claim # XXXX

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 monetary relief