Consumer complaint received 2026-05-26 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: MI

Complaint narrative:
Subject : Urgent Complaint ATM Withdrawal Error and Failure to Return Funds On XX/XX/year>, at approximately XXXX PM EST, I visited the Bank of America ATM located at XXXX XXXX XXXX, XXXX XXXX, MI XXXX ( XXXX ). I attempted to withdraw {$1600.00} from my checking account. During my first attempt, the ATM displayed a message stating that the transaction was restricted and instructed me to contact customer service. This was confusing because I have previously withdrawn this amount without issue and have no withdrawal restrictions on my account. I immediately contacted Bank of America customer service, verified my identity, and was informed through the automated system that the restriction had been lifted and that I could retry the transaction. I also responded to the fraud verification text message confirming that I authorized the withdrawal. I attempted the withdrawal a second time and again received a restriction message. I called customer service once more and was advised that the restriction had already been removed. I then attempted the withdrawal a third time and again received the same restriction message. At that point, I checked my online banking account and discovered that {$1600.00} had been deducted from my account XXXX separate times, despite the ATM dispensing NO CASH whatsoever. I contacted customer service again and spoke with representative XXXX, who confirmed that there was no withdrawal restriction on my account and acknowledged that there appeared to be an issue with the ATM. She advised that a complaint had been filed and that I would receive a temporary credit within XXXX hours. I then spoke with supervisor XXXX ( EmpID XXXX XXXXXXXX ), who also acknowledged the issue and stated that the funds would be returned within XXXX hours. However, no funds were returned. As of XX/XX/year>, the money still has not been returned to my account. After remaining on hold for over XXXX hour, I spoke with representative XXXX from XXXX, who informed me that neither XXXX nor XXXX had actually filed a claim on XX/XX/XXXX as previously represented to me. XXXX then filed claim XXXX XXXXXXXX on XX/XX/year>, and advised that the investigation could take XXXX days. I was then transferred to XXXX in the XXXX and XXXX Department at approximately XXXX AM on XX/XX/year>, who stated that I may have to wait until XX/XX/year>, before the funds are returned. This situation is completely unacceptable. XXXX XXXX XXXX ATM malfunction caused my funds to be removed from my account without dispensing cash. Your own representatives acknowledged that there was no restriction on my account and that the issue was caused by the ATM. Despite this, I have been denied immediate access to my own money for several days, causing financial hardship and placing my automatic ACH bill payments at risk.

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