Consumer complaint received 2024-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN

Complaint narrative:
I have a business account with Bank of America and I am the legal representative. On XX/XX/year>, at XXXX XXXX, I went to make a deposit at an ATM while visiting my sister. I mistakenly deposited the money into a XXXX XXXX  ATM. I inserted my Bank of America card, which the machine accepted and read, allowing me to proceed with the deposit. I deposited {$4900.00} in cash, but instead of canceling the transactionwhich would have been the logical actionthe ATM retained my money and issued a receipt. The receipt was in XXXX, my first language, and stated that an error had occurred, and that the funds could neither be credited to my account nor returned. It instructed me to contact my financial institution using the number on the back of my card, and thats where my nightmare began. 
I went in person to the XXXX XXXX branch where the ATM was located to seek help. Their response was that I needed to contact my bank to file a dispute so they could facilitate the transfer of the money to my account. I then called my bank, Bank of America, and was told they could not assist because the issue was with a XXXX XXXX  ATM. When I contacted XXXX XXXX again, they told me it was up to Bank of America. After more than XXXX calls on the same day, I decided to visit the XXXX Bank branch in person at the end of the day and spoke with the XXXX. She reiterated that she could not help because the ATM service was outsourced and she did not have access to the money. We needed to contact my bank ( Bank of America ) to open a claim so they could facilitate the transfer. During this call with the XXXX present, the advisor initially repeated the same information but eventually provided us with a claim number that turned out to be false. We were told to wait XXXX business days for a response. 
On XX/XX/year>, we called again and were informed by an advisor that the claim number was not valid and was only a call reference, meaning we had not received a genuine resolution. That same day, we returned to the XXXX XXXX branch and spoke with the XXXX again. We called the bank once more and were finally given a valid claim number. This occurred on XX/XX/XXXX. A few days later, we saw the {$4900.00} in our account, so we assumed the dispute had been resolved. We did not check the account again until yesterday, as it is a business account reserved for a project that is on hold. We discovered that the money had not been debited. When we called for an update, we were informed that the money could not be found, and XXXX XXXX has not provided any answers. Essentially, we do not know who has our money despite XXXX XXXX accepting it at their ATM. XXXX bank blames the other, but neither provides a solution, and I need my money. Neither bank offers clear guidance on the exact process we should follow, and I feel as though I have been robbed.

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