Consumer complaint received 2024-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
On the morning of XX/XX/2024, I went to a XXXX XXXX XXXX  XXXX in the XXXX XXXX XXXX XXXX, WXXXX XXXX XXXXs. My sister who was accompanying me noticed that there were bills flapping around in the depository section of the kiosk. I did not notice as I was trying to locate by debit card so that I could make a withdrawal. I grabbed the bills and handed them to my sister so I could make my intended withdrawal. It turned out that there were XXXX, {$XXXX} bills that I gave to my sister. 

We tried for the next couple of hours to return these funds by doing the following : 1. We waited in the parking area for approximately XXXX minutes to see if anyone would return to claim monies but to no avail. 
2. We tried call the ATM # on the kiosk but found ourselves in a never-ending loop since it did not pertain to an account 3. We went to the XXXX XXXX Police Department to file report and give them the funds. However, they said the location of the kiosk was in XXXX XXXX and out of their jurisdiction. 
XXXX. We then proceeded to the XXXX XXXX Police Department as recommended. The officer on duty stated that we should go to one of the main XXXX XXXX XXXX XXXX and render the funds to them. 
XXXX. We went to the XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXX XXXX, Texas. We spoke with XXXX XXXX, branch XXXX, and explained that we needed to turn in these funds as per the above. XXXX XXXX told us that they would not know who these funds belong to and would be impossible to locate the customer whom these funds belong to and that the funds now belong to us. We questioned this and asked XXXX XXXX if she could check with her supervisor to verify that this was fact. She disappeared for ten minutes or thereabout. She stated that they checked the situation in the policy and procedures manual and that the funds belonged to us. She further stated that for us to consider this a Gift from XXXX ; to go and have a good lunch ; and enjoy the rest of our day. 


There were security cameras at all of the above locations along with a witness at the bank that can attest that all of the above facts are true. 

Since it was my sister that noticed the bills and since she is XXXX and lives on a small, fixed income, I felt the funds belonged to her and insisted that she keep it. It never occurred to me that I could not trust the words of a Banks XXXX and that I personally would be held liable for funds I did not receive. Therefore, I was shocked when, over XXXX days later, XXXX XXXX XXXX debited my account for {$XXXX}. I tried to rectify this by filing a disputed claim with the bank as follows : Due to health problems, I was hospitalized from XX/XX/XXXX through XX/XX/XXXX, so I was unable to file a claim with the bank until XX/XX/XXXX. I called the XXXX XXXX XXXX claims department. I spoke with XXXX. I was on the speaker phone for quite some time. My husband who shares my home office was listening in and I believe that the bank was recording the conversation as well. After explaining the entire situation with XXXX, and after she checked with her supervisor, I was told that the debit would be reversed. She said that it would take XXXX to XXXX working days before funds would be deposited so have patience. The total time on telephone with the bank was a little under XXXX hours. 

On XX/XX/XXXX, since no funds had been added back to my account, I called the claims department again. The new agent said she was at loss as to why a claim had not been filed and why the disbursement that I was told that I would receive had not been made. We had to start all over. After being on this call for XXXX hour, fifty-seven minutes I was told that I would not be receiving any reimbursement ; that I received the {$XXXX0}, and that the claim was closed. I asked to speak to the agents supervisor. I was connected to XXXX, Employed ID XXXX. He was abrupt. He reinstated that claim closed and that I had no recourse. I asked if I could appeal or go to arbitration, and he said no. Phone call ended. 

Due to the error made by XXXX XXXX  XXXX XXXX and false statements made by XXXX XXXX staff, I have suffered a great amount of unnecessary worry, stress, frustration, time, and financial hardship. I am pleading that XXXX XXXX XXXXa accepts responsibility for their employees action and rights the wrong that has been done in this case. I would think that the Banks Code of Ethics and Code of Conduct would require it.

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 explanation