Consumer complaint received 2025-08-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/year>, I deposited {$500.00} in cash at a Bank of America ATM in my town. The machine malfunctioned it froze for nearly 10 minutes, made unusual mechanical noises, and eventually displayed that it would issue me a temporary {$300.00} credit. The ATM then returned my card, which was cracked in the process.

On or around XX/XX/XXXX, Bank of America placed a {

$300.00} ACH hold on my account, effectively reversing the temporary credit. I immediately contacted Bank of America and spoke with a supervisor, who admitted this was a business error on their part. I was told the only way to resolve the issue was for me to pay the {$300.00}, which I did in good faith with the expectation that this would settle the matter. The supervisor then stated she was issuing me a {$200.00} credit for the inconvenience. I questioned what the credit was for, and she confirmed it was simply a goodwill adjustment. I even received a letter at my fathers address confirming that I had been issued {$200.00} for inconvenience. I made it clear that I did not want {$200.00} for inconvenience I only wanted the original {$300.00} issue properly fixed. I even requested to the supervisor to have someone come and service this ATM location. I gave her the physical address and cross streets, and she said that they would have someone come out as soon as possible to make
sure that this issue doesnt happen to other Bank of America customers. 

However, on XX/XX/year>, Bank of America placed another {$300.00} ACH hold on my account. I again contacted customer service and was transferred to the claims department. A supervisor reopened my case but informed me her system was outdated and suggested that I handwrite my claim and fax it to them an unreasonable request in 2025. When I asked about alternative options ( such as email or escalation ), she put me on hold, returned a few minutes later, and said everything was taken care of. When I requested a claim number, she could not provide one, saying it would likely just be the original claim number.

Since then, additional holds have appeared on my account ( {$12.00} for a maintenance fee and {$49.00} for an unrelated transaction ), restricting my ability to use my own funds. At one point, I was even told I might have to repay the {$300.00} again, meaning I could be charged a total of {$900.00} for what began as a Bank of America ATM error.

I have been a Bank of America customer for over 20 years, but this repeated mishandling of my funds is unacceptable. I should not be subject to recurring ACH holds and forced repayments for money that was originally mine. This situation feels like harassment, and without resolution, I can not rely on my account to function properly.

I am requesting that the CFPB investigate Bank of Americas handling of this claim, require the bank to correct their accounting error, and ensure that no further improper ACH holds are placed on my account. Once this matter is resolved, I intend to close my Bank of America account due to the repeated errors and lack of 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