Consumer complaint received 2024-02-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
On XX/XX/year> I stopped at the Bank of America ATM machine and deposited {$1000.00} into my checking account. After I completed my transaction the ATM machine released my debit card then the machine went black as if the power went out. I waited for a few minutes thinking it would come back up but it did not. When I got home, I checked my account and my deposit I had just made was not showing deposited I contacted BOA and spoke with a representative to report the issue. I gave a time, branch location, the amount, and the situation with the ATM. I expressed these funds has to be replaced due to an emergency in my household and payment was immediate. The representative stated she added the notes, explained how a previsionary credit works and the initial timeframe of 10 days for your funds to be replaced while the situation is investigated, Again I expressed 10 days to wait would be a definite problem for me and she advised she would escalate the complaint. The representative provided a phone number for the complaint department, and a claim number advising to contact them in the morning to check on the escalation. 

I contacted the complaint department on XX/XX/year> and spoke with a claim representative The representative stated she read the previous information from the agent I spoke with the previous day and will add additional notes while she escalates the complaint. I was under the impression the representative I spoke with on XX/XX/year> had already escalated the complaint but she did not, she only took the complaint and forwarded it over. The representative stated she added notes expressing my family emergency to see if I can get a previsionary credit to my account. The representative advised me to contact the complaint department again on XX/XX/year> to find out the status because previsionary credits take up to 2-3 business days. 

On XX/XX/year> I contacted the complaint department and spoke with another representat5ive who stated the escalation department has not reviewed the complaint as of yet and to call back about XXXX XXXX to check the status. On XX/XX/year> at XXXX XXXX XXXX XXXX I contacted the complaint department to check the status of my complaint. The representative advised the escalation department reviewed the claim and denied the provisional credit so I would have to wait 10 business days. I asked the representative who determines which customer can get a credit and which customer can not receive a credit. 

I advised after all the representatives I spoke with who documented what my emergency situation was and how important it was to have my funds replaced so these payments can be made they still denied it. I asked the representative who was the supervisor or manager over the department or if I could speak with someone in that department and he advised that customers can't speak with that particular department. The representative also advised if I wanted a supervisor it would still be his department so they would tell me the same information. The representative stated once the escalation department makes a decision there is nobody that can override it. 

So basically I am told it does not matter about my emergency situation or my money, I have to wait 10.days to get my money back which in 10 days, my situation with my family would suffer because of a glitch with a Bank of America ATM , and a department who has no regard for honest customers.

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