Consumer complaint received 2023-11-30
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Hello, I am writing due to Bank Wire that we sent to a company that has not received it. 

On XX/XX/XXXX of XXXX  I went into a XXXX XXXX branch to initiate a wire in the amount of {$37000.00} to a US based company named XXXX XXXX who is based in Florida. 
We had wired money to them several times in the past with not issues. 

Their bank is BMO Harris Bank in XXXX XXXX, FL XXXX. 
XXXX XXXX has stated that they have not received the wire and it has been 7 months. 
They have recently sent me to collections. 
After intense research into this issue with the XXXX XXXX team, they were able to find the wire and provided the Federal Reference Number to us which is listed below. 
XXXX XXXX XXXX, along with BMO Harris bank has clearly stated that the XXXX XXXX #, also known as XXXX, is the SOLUTION to finding what happened to the wire we sent. 
Both banks stated that they use XXXX as it is a real-time gross SETTLEMENT SYSTEM of central bank money used by Federal Reserve ( Fed ) banks to transfer funds electronically between member institutions. 

I have also personally worked with our agent at XXXX XXXX for past few days to confirm the money has not been returned due to the wire being canceled or unretrieved by the recipient. They show the money was deducted from our account and never replenished due to a cancellation or void of the wire. 
Unfortunately, the receiving company of this wire " XXXX XXXX '' will no longer respond to my messages of trying to resolve this matter as they are frustrated with me and the situation. 

I was hoping XXXX XXXX would be so polite to call their bank " BMO Harris '' and provide the Federal Number # that XXXX XXXX has provided to see if there is an error in the transaction. 
I have even spent time on the phone with the BMO Harris bank manager who stated that if their client " XXXX XXXX '' will call them with the Federal Number, they can determine what happened to the money once it hit the bank. 
The XXXX XXXX documents show that the money was received on the BMO Harris end. It shows a received time and date of XXXX @ XXXX. 
This data is shown on a report that was sent to local XXXX XXXX XXXX from their headquarters. 
I had to go physically pick up the doc as it was too sensitive to email. 

BMO Harris bank is UNABLE to confirm 'as I am not their customer ' that the money was directed to the proper account. This would need to be done from XXXX XXXX side as they are the customer of BMO Harris bank. 

I am in need of guidance on how to confirm that the money was received at the at the BMO Harris bank level. This has caused big issues between both parties. 

To make matters worse, XXXX XXXX originally provided an incorrect account number on the first attempt of sending this wire. So, we canceled first wire and sent a second wire using the corrected account number they provided. The second wire is what is in question. 
XXXX XXXX shows in their system both Wires being initiated. But the second one was not received by XXXX XXXX. Our first wire was properly refunded to us after canceling. No problems there. 

I am ready and willing to send a new wire to XXXX XXXX ASAP for the XXXX but not until I am able to confirm with BMO Harris regarding the status of the first wire transfer. 

And as I stated, XXXX XXXX XXXX department will no longer communicate with us to resolve this matter. I feel my hands are tied. I will follow up with XXXX XXXX accounting department again via email today to provide the Federal # and plead with them to please call the bank but I think they feel it is my responsibility to resolve this, and I agree. But I can't call their bank for them unfortunately. I have tried.

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 explanation