Consumer complaint received 2023-11-14 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: NY

Complaint narrative:
On XX/XX/2023 I went to the bank to access the atm and withdraw {$1500.00}. As it was late and this machine is located in the XXXX XXXX always vagrants outside asking for money, I put the money into my wallet closed my purse and walked out to head to my destination once there i went to count my money and see that the atm only gave me {$800.00}. The money was folded with the receipt as it was when i put it in my wallet so there is no chance the money fell out the only conclusion was that the machine dispensed the incorrect amount, upon checking my receipt I see it still withdrew the {$1500.00} out of my account even though it only dispensed {$800.00}. The next morning I requested an earlier lunch break and headed to the bank with the money still folded with the receipt in my wallet and explained what happened to the agent at the same bank of america that the incident happened. The agent gave me a card with the number to their claims department and basically told me to call. I called and explained the situation and very quickly was told a claim would be started and they would credit my account until the claim was resolved. Money was credited the next day. On XX/XX/2023 I receive a message stating " Our records indicate that the withdrawal for {$1500.00} at ATM ( atm number in quotes ) on XX/XX/2023 was dispensed properly and no error occurred. '' They stated the credit applied earlier would be taken from my account XXXX XX/XX/2023. I immediately called as I did not agree with the findings I know what was given to me and i at XXXX XXXX XXXX am not a thief or a liar just wanted to withdraw MY money from MY account to pay my bills and a faulty machine steals my money and instead I get called a thief and liar after 15 years of being a customer no issues ever with my account. With all the scamming and hacking going on in all different establishment and organization I don't feel a proper investigation was done and was honestly offended that a machine was believed over me? When was the last time that machine was serviced? What is the error percentage on this atm machine? Today XX/XX/2023 I check my account to see the {$700.00} was taken out even though I was told on Saturday a re-evaluation of the claim will be done and no money would be removed from my account until XX/XX/2023. I immediately call to no help as my account is now overdrawn and when i go to the financial center they couldn't do much neither, they called the same number i had just spent an hour on the phone with that did nothing for me no one knew what was the next step they weren't trying to help their customer as if they were to have footage of the {$1500.00} being given to me and counted out in my hand. 2 and a half hour later I'm still sitting there on the phone with a rep who put me on hold then randomly hung up. Ironically while I was sitting at the Bank of America a man came in stating the machine ( same machine ) had not dispensed any money as he went to withdraw money and he chose no receipt the agent there at the " financial center '' ( with no tellers until next year and faulty atms ) explained to him that he would have to start a claim and wait for his money to be credited back literally while I sat there disputing this same issue on the phone. I had to ask the agent to obviously take the machine out of service as it is obviously faulty and since your bank relies so heavily on their data ( which should be made public ) than their live customers they should have their atms serviced/checked more often. They have not allowed me to close my account still and nobody has answers for me. I have been told 3 different stories and not one favors me, a supposed valued customer. I am offended, disappointed and willing to take this to court as i will not lose out on {$700.00} dollars when with all the scamming and hacking going on Bank of America doesn't even bother to really investigate just steal their hard working, tax paying customers money.

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