Consumer complaint received 2024-10-18 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: MD

Complaint narrative:
On Sunday XX/XX/XXXX, I attempted to withdraw {$920.00} from a Bank of America ATM ; ATM XXXX on XXXX  night. The ATM had an issue with dispensing the funds and the Transaction was canceled, the ATM said I'd get a notification in my BOA App ( which I never got ). The ATM DID NOT DISPENSE the money but showed n my account that it did. I called the XXXX that I found on the ATM and reported the issue regarding the ATM. I spoke to XXXX XXXX who informed me she could not dispute the transaction because it was " Still pending '', that she would notate my account so When I called back on Tuesday it would make things easier since XXXX was a Bank Holiday. 
I could not all XXXX  due to the holiday. 
I called on XXXX  and soke to XXXX XXXX from XXXXa, he said that the transaction was still in processes ; but he would be able to dispute it since he could see my issues and noted my concerns ; that this was at a Bank of America ATM. XXXX informed me this should take XXXX business days and funds should be released to my account By XXXX if not sooner. XXXX said, " The banks know there was an issue due to the storms and has been an issue regarding ATMs for many customers, they want you to have your money, I can't see why it would take any longer than XXXX hours ''. XXXX did say if there was an issue, it could take up to XXXX for the account to be credited but if that was to happen, I would receive a call or notification regarding the matter. 

Thursday XXXX I called Bank of America again and informed them it had been XXXX hours and now my account shows that {$920.00} was taken out, my account still showing {$3.00}. I had to explain the issue all over again, I then was transferred to the claims department, and I spoke to a manager who was very rude to me and told me I'd have to wait an additional 5 days if we were going to escalate the issue or up to two weeks if it was escalated. 
I found this appalling as this was not my fault, it happened at a Bank of America ATM, I have been a Bank of America Customer since XXXX, and I felt like I kept getting pushed around and no one was helping me with an issue that clearly was not my fault. I told the manager at BOA that I didn't get paid until next week XX/XX/XXXX. That I have XXXX kids to care, I couldn't afford food, I can't park my car for work, etc. I told her that this happening was not my fault I was so disappointed that bank of America 's issue left me with nothing. 
It Is now Friday XX/XX/XXXX and still my money that was never dispensed it is still not in my account. I called again this morning, Spoke to XXXX. XXXX from Bank of America who continues to want to transfer me to claims dept because she says, " I can't continue to be on hold with you, there are other clients waiting, you can ask to speak to a supervisor and go from there ''. I informed XXXX that I've asked to speak with management, and it has not been helpful, they have been rude and inconsiderate. I asked for temp funds {$920.00} to be deposited in my account until Bank of America investigates their problem, I was told a temporary amount like XXXX $ could possibly be dispensed and they could escalate the issue, but it would take another 2 days. I asked to speak to mgmt. again because I had already had this issue escalated. I was also again denied. I was transferred to claims department where I spoke to XXXX who said he could see all of the notes in my account. XXXX XXXX me that my escalation was denied. But not able to see why. I am heartbroken because this is a significant amount of money I desperately needed. XXXX said he would file a hardship claim for me and to check the account by XXXX today. If funds are not there by XXXX pm, to check on Monday XX/XX/XXXX. XXXX let me know about a balance assistant loan of XXXX $ I could attempt to get today-however this is something I'd have to pay back. So, I am hesitant. 
Due to this issue, I was not able to park my car at my job ( which cost me up to XXXX if the lock my car up ), get food for my kids, etc. I am so disappointed with bank of America. My account is still showing {$3.00}, and it is XXXX So, it is looking like I will not get my funds before the weekend.

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