Consumer complaint received 2025-10-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XXXX XXXX XXXX  ( XXXX XXXX ), at approximately XXXXXXXX XXXX I attempted to make a cash deposit of {$1300.00} at the Bank of America Drive-Thru ATM located at XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX 

I inserted my debit card and deposited 13 individual {$100.00} bills into the machine. After processing for several minutes, the ATM displayed an error message indicating it was unable to accept some of the bills. 

However, the machine did not return any of the deposited cash, nor did it credit my account with the {$1300.00}. The ATM continued to operate for several minutes before returning only my debit card. 

While still at the ATM, I called the customer service number posted on the machine. Unfortunately, I was unable to reach a representative, as Bank of Americas customer service was closed in observance of the XXXX XXXX holiday. I exited my vehicle and informed the customer in the car behind me of the ATM malfunction. They expressed concern and chose not to proceed with their own transaction. 

I then moved my vehicle to a nearby parking spot and continued attempting to contact Bank of America customer service, again without success. While parked, I observed two additional vehicles using the ATM after my incident. 

On the next business day, I contacted Bank of America customer service and formally opened a dispute to investigate the missing deposit. I recorded this call for my records. During the conversation, I inquired about obtaining ATM footage to support my claim. I was informed that the ATM and its surveillance footage are managed by a third-party contractor, and that requesting footage directly from the bank would be unnecessary.

Some questions to be answered include 1. Did the ATM surveillance show that I inserted cash into the ATM? 2. Is there any record that my account got credited. 3. Did the Bank check the surveillance of transactions of those immediately after me? 4. Did the investigation include a review of the agent that checked ATM and the service? 5. Did the bank check to confirm if the ATM on question malfunctioned within this period? 6. Why should I be the one to bear the brunt for an error that occurred with the Bank 's ATM? 

It is important to note that this is the second time I have experienced a failed deposit at a Bank of America ATM. The first incident occurred at the XXXX XXXX location, and my claim was ultimately denied. I am determined not to accept this repeated loss without accountability. 

I have a photograph of the malfunctioning ATM, which includes a timestamp for reference. I respectfully request that all available surveillance footage covering the Drive-Thru ATM at the XXXX location on XXXX XXXX XXXX, be reviewed and made available to support this claim. 

I tried contacting the Bank to address my concerns and they denied my claim, saying that they 'found the transaction I referenced but we were unable to locate any record of cash or additional cash being deposited at the ATM for {$1300.00} ... ' I urge the CFPB to step in and make me whole as this is money, I can not afford to lose for a lot of reasons.

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