Of my last three attempts to deposit checks at Bank of America ATM machines only one attempt worked. The first attempt was canceled. No reason.I got the check back. The second attempt (with the check on the first attempt, but at a distant ATM, worked). The third attempt was a $325 check drawn on the Bank of America. At the branch ATM with this check I waited for the “processing” message to go away. It finally went away about three minutes later when the machine abruptly canceled the deposit. The check was not returned. I did not get a receipt. Because the BoA customer non-service call center was closed, I logged into my BoA account when I got home and sent a message reporting the attempted deposit, cancellation, no check and no receipt. Below is the useless response I received.
Thank you for your email dated 10/26/2014, regarding your ATM check deposit issue. We are glad to assist you.
We really understand how concerned you must be. Your comments help us enhance the best banking experience possible for you. We truly appreciate your comprehension and we continue reviewing and correcting our areas of opportunity as the one you have observed with the ATM. We apologize for any inconvenience we have caused you. [Completely useless paragraph.]
At this point the system is still processing the weekend transactions. It would be the next business day during the ATM review when the system will be showing an adjusted balance with your check amount deposit. [It is still processing a canceled transaction?]
If the issue continues, remember the 60-day-time frame for you to initiate your formal claim through us; according to the date of the transaction. We would review your case and help you take further action. [If the issue continues? How is this responsive to my specific incident that the ATM ate my check without receipt or credit? Note the improper semicolon.]
If we may be of further assistance applicable by email, please contact us again. We value you as a customer and appreciate your business. Thank you for choosing Bank of America.
What is the specific advice I get for the $325 check I lost to the BoA ATM without any record? Nothing. This customer service response provides no specific actions for me to take. Additionally, how does one initiate a formal claim? The response does not even provide a link or phone number to do this. The response does not care enough to say they would try to find the check the ATM machine ate without any credit to my account and without giving me a receipt.
An appropriate and caring response would have been something like this:
We are sorry to hear about your problem. We have initiated an investigation to find the check in question in the ATM you reported. We will report back within two business days.
We are sorry to hear about your problem. Please call xxx-xxx-xxxx during these hours to initiate the process of finding the check lost in our ATM and to get credit for the check.
This is just another instance of why credit unions are getting more and more of my business. These big banks are too big too care. And they don’t.