ComplaintsforBank of Albuquerque, NA

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 14, 2022, I attempted to deposit three money orders into this bank's ATM, unaware that I need to be a member (I frequent this ATM) & that money orders are acceptable. I don't believe signs are posted. Their ATM retained the money orders & produced a receipt for invalid transaction & to contact my bank, which I did countless times, only to be told they are helpless since they have no record of deposit & that it's a Bank of Albuquerque matter. Bank of Albuquerque keeps giving the runaround on the phone, saying contact my bank or the ATM vendor. The ATM vendor says it's a BofA matter. No one is helping & I desperately need my money. This whole thing has caused overdrafts & overdraft fees. Please help. I need someone with some kind of authority like an actual human to supervise resolving this & open up communication with whoever the **** needs to be communicated with on the matter because everything so far is so automated & I'm almost at the one year mark with no solution, no advocate, no support.

  Business response

  10/20/2023

  Please see attachment for resolution.

  Thank you

  
  This letter serves as the response of BOKF NA dba Bank of Albuquerque ( “BOK Financial®” or the
  “Bank”) to the complaint you submitted through the BBB on September 27, 2023. Please be assured the
  Bank takes your allegations seriously, and we strive to provide the highest level of service and protection.
  
  You allege that on October 14, 2022 you attempted to deposit three money orders in a BOK Financial®
  ATM, and that our ATM “retained the money orders & produced a receipt for invalid transaction & to
  contact my bank, which I did countless times, only to be told they are helpless since they have no record of
  deposit….” You have asked for the money orders to be returned.
  
  We have carefully investigated this matter, including contacting you for clarification, and found that our
  Bank handled this matter appropriately. Unfortunately, we are unable to provide you the resolution for
  which you ask.
  
  The ATM where you deposited your money orders generally accepts both money orders and deposits
  intended for non-customers and other banks, via the Money Pass program. BOK Financial® is unaware of
  the reason the ATM was unable to accept your attempted deposit on October 14, 2022. The ATM message
  you received that day and BOK Financial® employees you spoke to later directed you to contact your bank,
  because only your bank has the ability to submit a dispute on your behalf concerning your transaction at
  the ATM. We have reviewed our records and, unfortunately, our Bank has not received a dispute filed by
  your bank. In addition, since over a year has passed, our Bank has no records of your attempt to deposit
  money orders on October 14, 2022. We know that this is not the news you wished to receive and are sorry
  we have not been able to be of assistance.
  
  If you have any questions, or would like to discuss this matter further, please contact me at ************ ** ****************
  

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