Consumer complaint received 2025-10-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, Tx XXXX Bank Of America Account Number : XXXX On XX/XX/year> at XXXXXXXX XXXX XXXXXXXX Texas time. I was at a Bank Of America branch atm located at XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX United States to make a cash deposit of {$1700.00} but the atm machine had an issues and glitch and only credited me {$350.00} and the rest was lost. I freaked out because that was all the money and cash that I had left to my name and they took it and I was already under so much stress due to my car being messed up and might have to change out a whole new engine and I just paid it off in XXXX. So after waiting for 20 mins at the atm I finally left and call Bank of America customer service department trying to get help. The first 2 people from customer service department answer and was helping file a claim but since it was passed XXXX eastern time their claim department was closed. The gentleman told me if I dont see my money credit to my account by XX/XX/year> morning when I wake up I should call back. Today I called back and talked to 2 people from the claims department. The first gentleman was fairly polite but wasnt really try to understand or help my situation. So the night that I called and made a claim. It was 2 phones calls the first one was hung up for some reason but then the second one the gentleman that help me didnt realize that the person before made a claim already I guess so he made another one. So there was 2 claims that was created so today when the first guy from the claims department talking to me he told me theres nothing I can do and theres not really anyone I can talk to he just help me speed up the process but the process only sped it up to 2-3 and thats a maybe still so I still might not get it until 10 days. So after telling him this is urgent I need money because I have bills my bank account is negative- {$300.00} because I couldnt transfer my money to my account to pay my bill. I wasnt able to get food, get an XXXX basically I couldnt do anything because I dont have any money and then also my car. So after we hung up I called back and its come lady from Arkansas and I told her what happened and she basically told me that there is XXXX I can do and there is no one I can speak to that have a higher authority then her. She was very rude and didnt want to understand or help me with my situation. She told me shes the only person I can talk to and if I dont like what Im hearing then make complaint after the called with the email provided and hung up. This cause me emotional distress, I couldnt sleep or eat for 2 days already. I feel helpless and no one is there to help me and the crazy thing is this is the second time this happen to me at the same bank location and the same atm but last time they gave me provisional credit while they are doing the investigation for {$700.00} but this time they didnt want to even give me {$1.00} I thought that they were smart enough to realize hey its time to change the atm so that wouldnt happen again but it did and now I feel like I just got robbed for everything I got by my bank that I been with for 8 years. And they told me I cant do anything about it. I need provisional credit now. I need money to live and eat and also pay my bills and goes to work. I have pictures, records, receipts and everything even camera and time stamp. I might be able to even get a video from my dash cam for my car. Please force them to fix this fast-Im desperate.

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