Consumer complaint received 2024-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
XX/XX/year> my husband and I went to withdraw money at the ATM. Instead of receiving any funds, we received a piece of paper stating a debit card alert. We called from our car and dealt with an automated service. It said the alert was lifted and that we could proceed with our transactions. We went to the ATM and once again received an piece of paper with a debit card alert. Once again we reached out and once again it was automated and once again were told everything was fine to proceed with our transactions. we once again went to the ATM and chose to switch to the other one and once again, we received that alert paper again. we choose to call the bank and speak to a person, who asked questions and we answered them and explained that we didn't receive any money whatsoever. He told us that 1 of the attempts at withdrawal were reversed. He told us to check, which when we arrived home, we did. At this point, we have been accused of not knowing how to use an ATM. we have used it pretty regularly over the 14 years we had been customers of BOA. He then iniated a claim to return our money of 2 {$500.00}. attempts at withdrawal. he told us that it would be 10 days for us to receive our money back. we told him that we couldn't wait that long as this was all our money. at this point he said he would file this claim as a hardship case which meant we would receive our funds with 24 to 48 hours. we weren't happy but it was better than 10 days. after which we went to the grocery store to pick up a few things. at the register we in put our debit card, entered the pin and the machine told us invalid pin, transaction declined. we made another attempt and the machine repeated that the pin was incorrect, transaction declined. we were upset to say the least and as I was about to call the bank again, the manager came over and said lets try it as a credit. which she promptly did. the transaction was then accepted. as we were walking out we saw an item that we missed and my husband went to go pay for it. the transaction, with the debit card and pin number went through without a problem. we get up friday, XX/XX/year>, to find out the we were charged 3 times for our transactions at the grocery store. we proceeded to call the bank again. at first we were told that we didn't know our pin number and that it was user error. after some discussion the issue with the multiple payments at the grocery store was soon fixed and then we inquired about the claim as to whether anything had been processed as of this time, to which we were told it would be a matter of 10 days. we explained that we had asked for a hardship in this matter. they claimed they didn't see that one had been asked for. they felt it was user error, not a bank error. we then head to the branch at which the ATM was located. we spoke with XXXX, who was very helpful. she called the ATM people and they confirmed that both machines at that location had a cash dispensing issue on the XXXX. XXXX  then, called to confirm the claim and confirmed that it was listed as a hardship. she then gave them the additional information regarding what she had learned from the ATM people. she was told to submit this in an email. we watched her type it up an submit it to the address she was given. she was told we should have our money back by Monday morning, if not to come into the bank again and speak with the manager.  on Monday the XXXX, we did just that. we spoke with the manager who called and confirmed that they had the info and were working to correct the problem and by tuesday am the money would be in our account. here it is Tuesday and no money in our account. we live on a limited income and this {$1000.00}. is all the money we have. we explained all this to the bank and were told that was no guarantee of the 24- 48 hours hardship. upon looking further they discovered that our paperwork was not submitted correctly and that we would have to resubmit the claim today and wait 10 days to receive our money. once again this was their employees mistake and here we are now. we currently have no money, no food to feed ourselves nor our animals and they are telling us it is going to be another 10 days. we explained that my husband has a XXXX XXXX known as XXXX XXXX, and that we have to no other resources to obtain food for ourselves and our animals at which point we requested to speak with a supervisor. the supervisor XXXX, also expressed that there was a problem with the initial claim and that we would have to restart the process. it is now 5 days and we need to restart the process. we then proccedded to tell them that none of this is was through any fault of our own and that we know how to use an ATM and know our pin number, that there had to be a glitch in there system and we were told no. within the next minute the supervisor, XXXX, informed us that there were other ATMs involved that had cash dispensing issues and the were several glitches that day. we repeated that back to him and he denied that he said that. once again the bank did have some kind of glitch and then an employee incorrectly filed our paperwork now we are expected to wait another 10 days. if there was a problem with the paperwork why was it not detected on Friday when the XXXX  of the bank called or on Monday when the bank manager called. why would they inform both of these people that we were going to receive our money. now today we have to restart the process. we have no money to feed ourselves, no money to feed our animals and no resources for either. we have been BOA customers for over 13 years and yet they can't or wont expedite this so that we may eat. we have reached out to some of our bills and they have given us extensions but they will expire before the 10 days. so aside of not having money for food this is now going to affect our credit with late payments and overdraft fees and fees that these companies also charge. it seems unreasonable that it takes so long to reconcile the ATM and issue the appropriate refunds. we will switch banks as soon as we possibly can. if this affects my husband health in any adverse way, we will persue legal action against the bank for the delay in which it takes not receive our money back so that we can eat and pay our bills.

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