Checking or savings account -- Managing an account -- Complaint #15985156

Complaint Overview

Complaint ID: 15985156

Company: Bank Of America, National Association

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Deposits and withdrawals

State: California

ZIP Code: 92324

Date Received: 2025-09-16T12:00:00-05:00

Date Sent to Company: 2025-09-16T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/year>, at approximately XXXXXXXX XXXX, I visited the Bank of America branch located at XXXX XXXX XXXX, XXXX XXXX, CA XXXX. I went inside the branch and used the indoor ATM machine ( ID : XXXX ) to deposit {$1500.00} in cash. After inserting the cash, the ATM did not show an error message, but instead asked me to manually input the deposit amount, which I entered as {$1500.00}. The machine then issued a receipt indicating that the transaction could not be processed and that the funds could not be returned. The receipt also provided a phone number to file a claim. I immediately approached a Relationship Banker named XXXX XXXX for assistance. While waiting to make my claim, I asked XXXX about the ATM issue. She mentioned that the ATM is managed by a third-party service, which I found confusing since the machine is located inside the Bank of America branch , not outside. Shortly after, I was connected to XXXX, a representative based in New York, who helped me file a claim. She informed me that the resolution could take up to three months and provided me with a claim number : XXXX. After the call with XXXX, XXXX informed me that someone would be servicing the ATM the following day, Friday, XX/XX/XXXX, as part of their regular Friday collection schedule. I asked what time the service would occur, but she said she did not know. At that point, it was around XXXXXXXX XXXX Later that same day, at XXXX XXXX, I called Bank of America again and spoke with XXXX from XXXX, California. I inquired further about the " third-party '' aspect of the ATM. XXXX confirmed that if the ATM is located inside the branch, it should not be considered third-party, and that such claims are typically resolved more quickly. She said I should expect the funds to be credited by Monday, and provided me with Bank of Americas operating hours : XXXX XXXX XXXXXXXX XXXX XXXX I waited over the weekend. On Monday, XX/XX/XXXX, I still did not see the deposit in my checking account. At XXXXXXXX XXXX, I called the number XXXX had given me and spoke with XXXX from Alabama. She said I should have seen the deposit by now, as it typically takes 24 to 48 hours for claims involving indoor ATMs. She added that they were still waiting for a fax confirmation, and that I should see the deposit by the next morning, Tuesday, XX/XX/XXXX. However, by XXXX XXXX on Tuesday, XX/XX/XXXX, I checked my account again and was disappointed to find that the {$1500.00} deposit had still not been credited. I called again and was connected to a representative named XXXX. I explained the entire situation, including my ongoing concern that the ATM is inside the branch, not outside. XXXX informed me that no notes had been made regarding the location of the ATM or my repeated concerns. I asked to speak with a supervisor, but she said she could not provide that information. She did offer to make a note for a callback, though she did not specify when I should expect it. Before ending the call, she provided a fax number where I could send a written statement detailing my concerns.

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