Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Claim # XXXX To whom this may concern, On XX/XX/year>, around approximately XXXX XXXX I went to the drive thru ATM at Bank Of America at XXXX XXXX XXXX, XXXX, NY XXXX to deposit a large amount of cash given to me via my fiance to pay my mortgage. Midway into depositing my money, the machine was counting my money for about 3-5 minutes before flashing an error message, which stated something along the lines of Machine error, no longer accepting cash at this time. It then printed a receipt that only {$320.00} was deposited. I immediately went inside and alerted an employee of what had just occurred. He gave me the claims department number and I sat in the waiting area and made the claim. The representative that I spoke to on the phone from the claims department asked me how much money the ATM took from me. I replied that I wasnt sure of the exact dollar amount as I hadnt counted it prior to depositing. The ATM has always counted my money proficiently when I make monthly cash deposits. I did however know the total cash amount deposited at the ATM was between {$1000.00} to {$2000.00}. The representative on the phone came up with an amount of {$2100.00} on her own account. I was not sure of the actual dollar amount, only an estimate and the representative was told this. The amount deemed per the representative in the amount of {$2100.00} was then credited to my account on XX/XX/XXXX. On XX/XX/XXXX, I was made aware that the dispute was closed and I received a letter on Bank of America mobile app stating we found the transaction you referenced but we were unable to locate any record of cash or additional cash being deposited at the ATM for {$2100.00} between XX/XX/year> and XX/XX/year>. The amount of {$2100.00} was then taken out of my account on XX/XX/XXXX, making me unable to pay my mortgage for XXXX. I have been a Bank Of America customer for over 10 years. I spoke to the supervisor of the claims services on XX/XX/XXXX and XXXX. She told me she was based in Arkansas. She went over the process of disputing the denial of the claim and opening the case for reconsideration. I was given the fax number to send more information regarding this claim. The claims department supervisor told me the representative in the claims services on XX/XX/XXXX, should not have guessed a XXXX amount of how much I deposited on XX/XX/year>. Per the supervisor, the claim was denied because it wasnt the exact XXXX amount that was taken from me. At the Bank Of America branch on XXXX XXXX XXXX, XXXX NY XXXX, I was told by an employee that the claim most likely was denied due to the exact XXXX amount not aligning with what was taken from me. I had asked who balances the ATM and when they balance it, the employee was not able to tell me this information. I would like to rectify this issue and be credited the amount of money that was stolen from me on XX/XX/year> at the ATM drive thru at XXXX XXXX XXXX, XXXX NY XXXX. A complaint has been filed with CFPB in regards to this situation.

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 explanation