Consumer complaint received 2025-09-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Subject : Urgent Complaint Regarding Lost ATM Deposit Bank of America Account Ending in XXXX Dear Sir/Madam, I am writing to file a formal complaint regarding a serious issue with Bank of America XXXX 

On XX/XX/year>, at XXXX XXXX, I made a cash deposit at Bank of America ATM XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, FL XXXX. 

First, I deposited {$700.00}, which was successfully credited. 

Immediately after, I deposited {$2100.00}, but the ATM malfunctioned, froze, and failed to issue a receipt. 

I reported the issue to Bank of America immediately by phone. Despite my repeated efforts over the course of 18 months, the funds were never returned. 

During my last call with Bank of America, which lasted more than XXXX minutes, I was treated with extreme disrespect and no resolution was provided. Instead, I was told : That the bank does see XXXX deposits from that date, but claims the second was not credited because I allegedly did not state the correct amount in my complaint. Yet one of the banks written responses listed the missing deposit as {$1200.00}, while I consistently reported {$2100.00}, demonstrating negligence and errors by Bank of America employees. 

That I had already used my XXXX opportunities for an investigation. I was never informed of this rule in writing, nor was I ever provided with proper investigation reports, only generic denial letters. 

That I should forget about the money. This is unacceptable. The ATM is the banks responsibility. Customers are not expected to recount exact amounts once cash is deposited and accepted by the machine. In this case, the ATM malfunctioned, and it is the banks duty to resolve this failure fairly. 

Furthermore, I believe that Bank of America intentionally delayed the process. Each time I filed a claim, the investigation was dragged out for an extended period of time, without ever providing me with the crucial information that the bank had in its possession ( that the second deposit was visible but the amount was in dispute ). By conducting these long investigations and withholding key details, the bank effectively ran out the clock, depriving me of a fair chance to clarify the situation and recover my funds. 

In addition, Bank of America failed to communicate with me in the manner I requested. Despite my repeated explanations that I am a coach who travels frequently, the bank chose to send only physical letters to my home address, ignoring my requests for email communication. No claim appeared in my online banking, nor did I receive email notifications. This strongly suggests that no proper investigation was actually conducted, or at least that the process lacked transparency. 

I am providing copies of the letters I received from the bank. None of them mention that Bank of America could see my second transaction but considered the amount incorrect. Instead, they repeatedly demanded that I prove the deposit misleading me and preventing me from providing the correct information. 

This entire process has caused me financial loss, emotional distress, and humiliation. I am a single mother of XXXX young children, and I work hard to support my family. Instead of helping, Bank of Americas representatives treated me with disregard, failed to provide transparency, and essentially told me my money would never be returned. 

I demand : The immediate return of my {$2100.00} deposit ( or the amount confirmed by your ATM records ). 

A copy of all investigation records and documentation related to this transaction. 

A written apology for the banks failure to properly investigate and for the unprofessional treatment I received. 

Since Bank of America has failed to resolve this matter internally, I am submitting this complaint not only to the bank, but also to the Consumer Financial Protection Bureau ( CFPB ) and the Office of the Comptroller of the Currency ( OCC ) for regulatory review. 

I expect a prompt and fair resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, Florida XXXX XXXX Account ending in : XXXX

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