Consumer complaint received 2024-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
Dear CFPB, On the XXXX of XX/XX/XXXX, at XXXX XXXX, I went to XXXX, XXXX XXXX XXXX XXXX XXXX  XXXX DC XXXX bank of america to deposit a sum of XXXX XXXX  through ATM machine. All my money was XXXXXXXX XXXX XXXX  ( XXXX XXXX  ). There are two ATM machines in the XXXX, one on the left ( placed lower ) and the other on the right ( placed higher ). I deposited the Money in the ATM in the right ( the higher one ). The XXXX XXXX XXXX XXXX Assistant vice president XXXX XXXX, XXXX. greeted me and said i want to make a deposit. So i went to the ATM machine and made the deposit. I inserted the entire sum together but the machine rejected it, so I tried again by inserting XXXX by XXXX then XXXX bills. I saw on the screen the count as XXXX ( which I thought it's the number of bills i inserted ). i clicked ok ( confirming ). I check my app and found nothing deposited yet. I said to myself it might need sometime to update.So i went for a walk near the washington monument. I checked my app ( bank of america app ) again and again. by then i realized there is something wrong. So I went to straight forward to the same branch. The manager ( XXXX ) again geeted me " weclome again ''. I told him what happened and showed him the receipt. he looked at it and said i have to call the phone number on the ATM ( fraud Department ). I did. The customer service agent told me that my claim is registered and that they will issue a " provisional credit '' within XXXX hours while they continue the investigations. Initially i was leaving XXXX  that day, but because of this I had to extend my stay for another day hoping they will resolve the issue. I waited 24 hours, checking the app the time, but nothing happened. the next day, I went back to see the manager who again told me that they are still on that 48 hours window so all what i have to do is wait! I nothing happened he will call himself and ask " what's going on '' and I have recording of our conversations. 
I called customer service to accelerate my claim and vow for quick credit release while they solve the issue, only to realize that the customer service actually created a new claim, which mean she duplicated my claim. and that cost me to wait untill money because we where on XXXX  by now. On the XXXX, XXXX I went back to see the manager ( XXXX XXXX, XXXX ) again, he made few calls. I also saw him opening the ATM machine along side the front desk guy who I don't know his name ( a tall white guy empolyee ). When i saw them opening the ATM and retrieving it's content in a XXXX  XXXX. I though they are going to find my money. Only to again be frustrated that he said they will need 45 days to 3 months to finish the investigation. But he also said, " I will personally apply for provisional credit for you because I can see you have an upcoming travel '' he asked me how much do I need : " I said at least XXXX XXXX  to cover my expenses during my wait time '' I was counting on the 10 days legal timeframe that they have to respond to my claim. but he lied to me. I then asked when will this be placed on my account. He said XXXX to XXXX hours. he gave me his number and said if not released by XXXX XXXX, call me. Indeed, nothing released so I called multiple times without a response. so he lied and could not even answer my calls and tell me the reality. next week I called frond desk and asked to speak with him. they always say he is in a meeting ( a lie of course ) and they said leave us your number so he can call you back. he never called me back. anyway, I went to bank of america XXXX XXXX XXXX, XXXX, VA XXXX, to ask what can i do. they said you can only call customer service again. this time the customer service said that my provisional credit was denied without giving me a reason and assured me that i can only wait XXXX business days to receive a resolution. on the XXXX XXXX i received a message online saying that my claim was denied without further explanation. I called back customer service to appeal the decision, the lady sweared she will take care of my case and said they will issue credit ... ( the same story told again ). I knew she got it wrong. i asked for an appeal not to file a new claim. So i called another agent and asked him about my case and what the former customer service did : did she file and appeal or a new claim. he said she filed a new claim. which in of itself is wrong. so I told him to cancel it and file an appeal to the decision instead. he did cancel the new claim but referred me to another department to appeal the decision. the new agent said she reoppened the case which according to her is an appeal. the next day ( XX/XX/XXXX morning ) less than XXXX hours, I received this message : XXXX, we're unable to approve your recent claim. 

Our research included the information you provided with your claim, your account history, the monthly account statements we sent you and if available, information from the merchant, such as a signed receipt or contract. We made this decision because : We found the transaction you referenced but were unable to locate any record of cash or additional cash being deposited at the ATM for {$3100.00} between XX/XX/XXXX and XX/XX/XXXX. 

For updates on your claim If you'd like copies of the documents we used to make this decision, please call us at XXXX, XXXX  through XXXX, from XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Please have your claim number when you call. 

Thank you for your patience during our review. '' I email the bank manager to ask what should I do but never received a response. Having exhausted all my solutions and procedures with the bank, I can only resort to CFPB authorities to make a throughout, deep, transparent and independent investigation to resolve my issue.

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