Consumer complaint received 2025-10-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Dear Office of the Comptroller of the Currency, I am submitting this formal complaint regarding an unresolved ATM dispute with Bank of America, involving Claim # XXXX. Despite providing evidence and cooperating fully with the banks internal review process, I believe the investigation was incomplete, improperly handled, and failed to include critical supporting documentation that substantiates my claim. 


Summary of the Issue On XX/XX/year>, at approximately XXXXXXXX XXXX  PST, I attempted a {$400.00} withdrawal from ATM XXXX & XXXX The transaction failed to dispense cash due to my debit card being temporarily blocked. I immediately contacted Bank of Americas customer service via their XXXX number to resolve the issue. 

During the call, I specifically requested the representative to remain on the line while I retried the transaction to ensure my card would not be blocked again. The second transaction succeeded, but the first transaction never dispensed cashyet I was still charged. 

I experienced a similar issue the day before, on XX/XX/year>, which further supports a system malfunction or ATM error. 


Documentation and Evidence Submitted To support my claim, I have submitted : XXXX XXXX phone records verifying my call to Bank of America at the time of the incident. 
Copies of all correspondence with the bank. 
A formal written request to Bank of America seeking the following documentation, which has not been provided : Video footage and images from ATM XXXX on XX/XX/year> System audit trails and ATM machine logs confirming whether the ATM dispensed the full {$400.00} Customer service call logs and internal notes related to my call to unblock the card ATM-generated receipts or on-screen messages such as : For your protection, your card has been blocked, or Transaction denied or Transaction incomplete. 


Grounds for Complaint Bank of America has failed to provide transparency or evidence demonstrating that the ATM dispensed the {$400.00} during the first transaction. This lack of documentation and transparency suggests that my claim was denied without a full and fair investigation, in violation of consumer protection and fair banking standards governed under Regulation E ( Electronic Fund Transfer Act ).

Requested Action I respectfully request that the OCC review this matter and ensure Bank of America : XXXX. Conducts a complete reinvestigation of Claim # XXXX. 
XXXX. Provides all requested documentation, logs, and surveillance data. 
XXXX. Issues the proper account credit or written explanation supported by verifiable evidence. 


Conclusion This matter has caused unnecessary financial stress and inconvenience due to incomplete handling by Bank of Americas claims department. I am requesting OCC oversight to ensure accountability, compliance, and consumer fairness under federal banking regulations. 

Thank you for your time and attention to this matter. I am available to provide any additional documents or verification upon request.

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