Consumer complaint received 2026-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
On XX/XX/XXXX I went to the Bank of America XXXX, WA branch at XXXX XXXX XXXX XXXX, XXXX WA XXXX, to deposit 8 checks. 
I deposited the 8 checks totaling {$2200.00} into the ATM, the atm took the checks, broke, did not return the checks and only deposited one check out of the 8, in the amount of {$350.00}, so the shortage is {$1900.00}. 
The ATM displayed the following message, verbatim : " There is a problem with this machine. 
We're sorry, a machine issue has occurred and we are unable to complete this deposit or return your checks. Don't worry your checks are not lost. 
Call Bank of America Claims Service at XXXX. 
A receipt will print with this number. '' Steps taken : 1.Called the number, filed a claim, they could not tell me how long they will hold my money for. The {$350.00} is in my account by today, the rest is missing. Spent on this matter 3 hours 2.One of the XXXX bank associates , XXXX XXXX XXXX XXXX asked me to email her the exact check amounts when i got home. When I got home, I sent her this email : On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Hello! 
I have deposited a total of 8 checks today, and the receipt is only showing one check. ATM ID XXXX The total amount should have been {$2200.00}. The amounts were : {$430.00} {$180.00} {$150.00} {$300.00} {$170.00} {$500.00} {$350.00} {$170.00} Thank you for your assistance in this matter XXXX XXXX XX/XX/XXXX : Called the Claims department : XXXX I didn't get a claim number the day before and asked for a claim number. I was informed that the previous day when i called, I the person didn't file a claim for me, even though I was told that he filed a claim for me. So I filed a claim ( again ), claim number XXXX XXXX asked for provisional credit for the missing {$1900.00}, ( i was on the phone for 2.5 hours. ) After I talked to the claims department, XXXX XXXX XXXX Bank of America Associate from the XXXX branch called me to inform me that the checks have been found by the team who services the ATM and they will be processed and deposited into my account by XX/XX/XXXX Temporary credit received on XX/XX/XXXX XX/XX/XXXX : I wrote an email to the XXXX branch, to notify them, that my checks were still not in my account ; On XX/XX/XXXX, at XXXX, XXXX XXXX XXXX wrote : Hello! 
Following up on this. When you called on XX/XX/XXXX, with the news that the checks were found, my understanding from what you said was that the checks will process and show up in our account by XX/XX/XXXX. Today is XX/XX/XXXX, and the checks still didnt show up. Can you please give me an update? 
Thank you! 
XXXX with XXXX XXXX XXXX XXXX XXXX XXXX form the XXXX branch called me at XXXXXXXX XXXX from the XXXX phone number, to inform me that the reason the checks were not deposited into my account is, that I already received the credit of {$1900.00}, and they consider that the case is closed. I informed her that the credit was temporary, so she gave me her manager, so the manager can explain to me better. The manager told me that the temporary credit became final, and case is closed. I asked for a receipt or written confirmation, that the checks have been found, and the manager told me they will not be providing me with anything in writing. 
I immediately called the claims department, they didn't know that the checks were found and told me that my credit is in no way final, and is temporary. 
I wrote an email to the XXXX branch, to tell them this info Thanks for the call this morning. 
I am confirming that the checks are still not in my account. On XX/XX/XXXX when I received the call from you, you said that the checks have been found and they will be in my account by XX/XX/XXXX. Today it is the XXXX and there is no sign of the checks. I called the XXXX number, where I had to submit the claim, and they said the following : XXXX. The claim had no updates about the checks being found and pulled out of the ATM XXXX. They made a note on the claim, to add that the XXXX branch had the servicing company pull out the checks from the ATM XXXX. The XXXX claims center confirmed that my temporary credit is going to be taken away if the checks are not processed and that my temporary funds are only temporary. 
XXXX. I am concerned that since the claims center didnt know that the branch already serviced the ATM, they might do their own servicing and not find the checks, this scenario was brought up as a possibility by the claims representative. Please make updates as necessary, so there are no misunderstandings. 

XX/XX/XXXX Called the claims department for an update. They said there were no other updates and the process can take up to 45 days. 

XX/XX/XXXX I met with my account representative, XXXX XXXX, who called the center for more info. The center said that my case was closed and then reopened and they transferred my representative to the ATM department. 
I didnt know and was not notified in any way regarding any of this, prior to my representative letting me know the following department he was transferred to, said that my case was not closed, the credit was temporary, and they don't know where the checks are, but are working on the case So far I have received no written communication, except a letter aboutmy temporary credit. Except the XXXX branch that claims they have seen the checks, nobody knows where the checks are, and everyone that I talked to, and that includes the XXXX branch and manager there, my account manager and every person I talked to at the claims center, want me to believe that I already received my money, while at the same time acknowledging that the credit is temporary. The reality is, that they are holding my money hostage, and I have temporary credit that can go away at any second, and this has been confirmed several times by everyone. 

I don't understand where the checks are, if the XXXX branch said they found them and will process them and will deposit them into my account by XX/XX/XXXX? 


Why did I use the ATM? Because I feel forced into doing so Bank of America has been insisting this year, to deposit all our checks via the ATM, because if not, they will charge a fee for each item. In our instance, anything above 30 checks, or " items '' as they call them to us, will have a fee per item. Because i am a small business, I can't afford and don't want to pay this fee. I actually had to sit down with my account manager XXXX XXXX per bank suggestion last year, to order a debit card, only for the purpose of depositing checks via the ATM. I haven't used my business debit card in over a decade. 

Up to date, I have spent 12 hours on the phone, trying to find a resolution.

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