Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
Date of Incident : XX/XX/year> Location : Bank of America XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Incident Description On XX/XX/year>, at approximately XXXXXXXX XXXX, I went to the drive-thru ATM located at the Bank of America branch mentioned above. The ATM located on the right side ( picture provided on attached documents ) is clearly located on bank premises and visibly labeled as a Bank of America machine ( specifically the right-side ATM unit ). I made a cash deposit in the amount of {$2200.00} into my account ending in # XXXX. At the conclusion of the transaction, the ATM system did not provide a receipt nor the option to select a receipt delivery method. The screen went blank, and upon immediately checking my account, the deposit was not reflected and no transaction record appeared. Immediate Actions Taken I parked and entered the branch to report the issue. A representative in the business clients line informed me that they could not assist and that the bank was not responsible, directing me instead to call a phone number to file a claim. The employee was a Hispanic/Latina female with dark hair, short height, wearing a long-sleeve white blouse ( name not provided ). I then called customer service ( XXXX ) XXXX while still at the location. I waited over XXXX minutes for assistance. I returned to the ATM multiple times ( a total of XXXX interactions : XXXX deposit and XXXX attempts to verify ), confirming that the funds were not credited to my account. Claim Filed I was provided with claim number : # XXXX I explained the situation in detail. I was informed that the investigation would take XXXX to XXXX business days. Financial Impact & Bank Response I requested a provisional credit due to the urgency of my financial obligations, including : Rent ( initial payment for a new apartment ) Food ( including pet expenses ) Loan payments Gas and daily living expenses Other contractual obligations The bank refused to provide provisional credit. I specifically asked whether the bank would cover : Late fees Overdraft charges Credit impact due to missed payments I was informed that : They would not cover any damages to my credit. Follow-Up Visit ( XX/XX/year> ) On XX/XX/year>, I met in person with : XXXX XXXX Vice President, Financial Center Manager She stated that : The ATM is managed by a third-party company The bank is not responsible She also confirmed : No provisional credit could be issued She offered a credit card as a solution, which I declined, as it would negatively impact my credit due to an error caused by the bank. I should not be required to incur interest charges as a result of an error or misconduct caused by the bank. Additional Concerns During the interaction, a comment was made minimizing the importance of the amount deposited, suggesting it was not a significant sum ( e.g., not {$20000.00} ). This is unacceptable. Regardless of the amount, this is my money, and it is currently being withheld. The funds are effectively being retained without authorization, while I suffer financial consequences. Escalation Attempt XXXX XXXX indicated she contacted XXXX XXXX, but no action or resolution was provided. Formal Complaint Bank of America has : Failed to assume responsibility for an ATM located on its premises Failed to provide immediate or reasonable resolution Refused provisional credit despite clear financial hardship Provided inconsistent and misleading information Failed to prioritize a time-sensitive financial issue Requested 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