Consumer complaint received 2024-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
On XX/XX/XXXX Thursday around XXXX I used a Bank of America ATM to deposit cash into my Bank of America business checking account ( location : XXXX XXXX  XXXX XXXX XXXX XXXX XXXX NV XXXX ) Amount {$1800.00} ATM # XXXX After inserting cash, atm screen went black, then appeared to reboot ( XXXX logo appeared, and blue error box appeared in upper right hand corner, went black again and then after a few minutes displayed machine temporarily unavailable message ) My card was returned to me but no receipt was dispensed and I was not able to complete transaction even though my money remained in the machine. 
I placed a call to the number listed on ATM ( XXXX ) XXXX and spoke with XXXX, call starting at XXXX. He stated he filed the complaint and that an investigation of that machine would be initiated. He gave me the number to then file a claim for the missing money. 

Call # 1 to Claims Department ( XXXX ) XXXX XX/XX/XXXX XXXX XXXX in North Carolina Claim was started but she stated she was unable to complete due to computer issues on her end, requested I call another agent to complete my claim. 

Call # 2 XXXX in Michigan XX/XX/XXXX XXXX She stated that she completed claim, and emailed a B of A page link on how to look up the status of my claim online ( which was irrelevant and not helpful because I have to have a recorded transaction in order for that system to recognize a dispute ) Stated I would have a credit in the amount of {$1800.00} in 1-2 business days. 

Call # 3 XXXX in Arkansas XX/XX/XXXX XXXX I familiarized her with my situation and notified her that I had not yet received any funds/credit and requested an update. 
She stated that my claim was never completed and that the reason stated was due to a dropped call, which was innacurate. She then stated she would redo my claim and submit, and provided me with a claim # XXXX She also stated that she could see that the investigation into the ATM had been started and that they were able to confirm my being present at the machine at the day/time I stated, and that the money was found. She explained that the next step was that the money would need to be reconciled with any other disputes that occurred to conclude the investigation. 
I was again informed that it would be 2 business days to receive my credit. 

Call # 4 XX/XX/XXXX XXXX XXXX in Arkansas Employee # XXXX I explained my situation again, and notified her that I still have not received any credit/funds. I stated it has now been over a week, and that I was told over and over that it would take XXXX business days. 
She stated that I had been misinformed, and that it takes 10 business days and I am to expect funds on XX/XX/XXXX after the investigation has been concluded. 
I informed her that I had rent and bills to pay and can not, and should not have to wait so long to get my money. She stated that she would put an escalation on the claim, and a Same Business Day request on it so hopefully I would see funds by the end of business that day. 

Call # 5 XX/XX/XXXX XXXX XXXX in Arizona XXXX # XXXX I explained situation yet again and requested status update on escalation. 
He stated that he could the see escalation was started just under 24 hours prior, and that it could take up to 48 hours to process and that if the investigation isnt complete then I would not get credit/funds until the 10 day ( XX/XX/XXXX ) mark. 
I requested copies of my claim and any information recorded regarding this incident and he stated there was nothing available to provide, and that I would need to have a subpoena for the investigation. 

In-person Branch visit XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX, XXXX XXXX Business Solution Advisor XXXX XXXX XXXX XXXX ( XXXX ) XXXX I explained the situation to her again, and she placed a call to claims center to see if she could get a better resolution for me. 
She spoke with XXXX XXXX XXXX # XXXX He stated that he noted complaints, but there was no escalation put on the claim. He said it would take 2 business days to credit my account, but that the escalation was now added and that it would be viewable online under Message Center in my online banking account within XXXX minutes. 

It is XX/XX/XXXX at XXXX and it is not viewable Sent email to XXXX to notify her of this and awaiting response and advice. 

This has been a complete breakdown of operation, policies, and customer service. I have been misinformed, misled, work that is stated as done is not being performed. I am being penalized and my money is being held from me through no fault of my own and the time and inconvenience of it all has been unacceptable. There is no continuity in service and no accountability.

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