Consumer complaint received 2024-10-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/2024 I made a deposit at Bank of America in XXXX XXXX, XXXX The deposit was made at the counter with the teller who has helped me before for several years now. She counted the cash money and scanned the checks and money orders in the deposit and verified everything was correct and gave me a receipt. Cash and seven checks/money order were deposited. 

On XX/XX/2024, I checked my mail at my office in XXXX XXXX and got a letter from Bank of America. The letter stated the deposit I made had " credits does not equal debits '' and because of this an adjustment of {$4900.00} was made to my account. They deducted the amount since the letter said I only deposited three checks. The letter had the image of the front of my deposit slip and the three checks I deposited. It was missing the four checks. The letter also stated in the comment section " no check listing provided. '' I went online to my B of A account and saw that they had the images of the three checks, the front and back of my deposit slip and the adjustment. The image of the back of the deposit slip clearly shows I did list SEVEN checks that I gave to the teller who also scanned and verified it during the transaction. I printed the image and headed to the bank.

When I went to the bank I managed to talk to the teller who helped me and she tried to contact the back office to see if they can find the checks. Even though it was Saturday they were still open but they were unable to locate the checks and she said they requested the back office to go to the storage unit and find the envelope where the checks are stored and see if the missing checks are there. She told me to check back with them during the week and I told her no one answers the phone. She gave me the branch XXXX 's card with his email. 

On XX/XX/2024 I emailed the branch XXXX and asked him if they located the checks. He emailed back and said it will take several days and he will contact me. Immediately, I emailed back and asked him to do a deposit error correction on my account and give me access to the {$4900.00} since the currency and checks had been verified, scanned and deposited at the counter with his teller. Moreover, I have a lot of bills to pay and need access to the funds. He never answered back. 

On XX/XX/2024 I emailed the bank XXXX again and requested he credit my account for the deposited money since it was his bank that lost the checks and I have bills to pay. In this email, I asked if he can provide me with the contact information of his supervisor since he does not respond. I waited all day and still no response. 

This is the second time my deposited items were missing. A few months ago, after I made a deposit, I got a call from them asking me if I deposited {$600.00} cash. Apparently, the cash was missing. I told them I did deposit the cash and it was verified by the teller in front of me and I have the receipt. Also, I told them to check the cameras to verify and they told me THEIR CAMERAS DO NOT WORK!!!! 

The bottom line is ... a deposit was made with their teller who verified all information and they lost XXXX checks. I am asking them to credit my account with the money so I can pay my bills. Not answering my requests after losing my money does not seem right. I should not be responsible for their negligence. After a customer makes the deposit it is the banks responsibility to secure it. If the funds get lost or stolen I should not be responsible. I should not suffer for their actions. And not answering my requests is completely unprofessional and unethical. 

I hope someone can PLEASE help me. 

Thank you for your time.

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