Consumer complaint received 2025-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX I ask my mom to deposit some cash in to my Bank of America account at the atm at the bank, since it was Sunday all the tellers inside were closed. I asked her to deposit a total of {$600.00} cash ( all {$100.00} bills ). My mother is elderly and she says that she deposited the money but {$200.00} got either stuck in the machine but {$400.00} came back out and she was only able to deposit the {$400.00}. The other {$200.00} never came back out. Bank of America has no way of contacting anyone during the weekend to fix any type of issue so I had to wait until the Monday. I still have the receipts from the attempted deposits. after she realized it only took {$400.00}. I think she tried to withdraw the money the {$200.00} to see if it would come back out because she didnt understand that it was taken by the machine. I think she tried to withdraw it twice, so I think the denial is based solely off of the withdrawals of the {$200.00} that she did twice. But then when I went back Monday, the full {$400.00} was in my account so i was confused because I have XXXX receipts and only XXXX is for a {$400.00} deposit and XXXX are for XXXX separate {$200.00} withdrawals. It gets even more confusing when I go there the next day and then theres an extra {$400.00} in my account that I had to tell them about them about for them to get rid of only for them to credit me the {$200.00}. But now theyre denying my claim, even though Ive been honest with them the whole time. XXXX so confused please help The very next day ( Monday ) I went to the bank to try to fix the situation and talk to the teller or a manager and they told me there was nothing they can do and they directed me to go outside and to look on the ATM for a phone number. There was no number on the ATM so to make a long story short : a manager eventually gave me the ATM identification number ( XXXX ) but I had to find the customer service number on my own in order to call to get assistance. 
I called and-spoke to the representative. She was very helpful. She gave me a {$200.00} temporary credit, but I dont think her supervisor understood the situation because the way that I explained it I was a bit flustered. So today on XX/XX/XXXX, I got a letter in the mail saying that they denied my claim and that theyre gon na reverse the {$200.00} credit on XX/XX/XXXX. If they checked the cameras like I kept adamantly asking the lady on the phone to do they wouldve saw that the issue was was with the machine. It wasnt with my mom. They wouldve saw that she put {$600.00} because she counted it, she always counts it before she puts it in the machine so the camera wouldve saw that. I dont understand why the claim is being denied. They shouldve found the money either somewhere in the machine or they shouldve least looked at the cameras to see that she did put the money in there in case maybe another customer came up after her and they received my funds instead. 
This is not my first issue with this specific atm, about a year or XXXX back I went to make a deposit at the ATM and for whatever reason it mistook the amount that I put in the machine and it asked me to type in how much I had put in. When I typed in how much I put in for whatever reason it added an extra like $ XXXX {$300.00} to the total amount. I had to call them and fix that issue too ( my mom said to leave that they would fix it but days went by i decided to call them ) because it didnt seem like they even knew that atm credited my account an extra like {$250.00} or something like that ( I dont remember ). 
After seeing the denined claim something felt off so i went to look on my app to look at the discrepancy that happened on the XX/XX/XXXX theres no deposit at all or withdrawal on that day. But weeks back when I first went about trying to get this resolved all my transactions were there so its as if they went back and erased what information because now when I look on the XX/XX/XXXX, it says that they deposited the {$200.00} credit but then they also withdrew {$200.00} twice in my account according to the app that I just checked today. 
Please can anyone help me resolve this issue because Im so confused now as to what theyre doing and I cant afford to lose {$200.00} just like that.

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