Consumer complaint received 2020-08-25
Company: BANK OF THE WEST
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have to make a wire transfer to a third-party company. 

I log into my Bank of the West account and go to the " Payments & Transfers '' tab. I have a few options there : - Bill Pay - Send Money with XXXX - Transfer & Payments Between My Bank of the West Accounts - Transfers to/from My Non-Bank of the West Accounts The last two are not relevant in my case ( wire transfer to a third party company ). XXXX also does not seem to be relevant since it is a direct payment to a friend or relative, simply through an email address of phone number. I am looking to wire money directly and securely to another bank account. 

I go to Bill Pay. I have to go through the cumbersome process of searching a Bank of the West affiliate before I can add the third-party I wish to wire transfer my funds to. 
The Bill Pay UX is confusing. They are not asking for the routing number, the bank info or anything from the third-party. I wonder how they will transfer the funds with just an account number. 

I double, triple-check the Bill Pay support page and FAQ : " Overview What is Online Billpay? 
With Online Billpay you can pay any company or person you owe. 

Quick Facts Pay anyone in the United States that you would normally pay by check, automatic debit, or cash. We send the money electronically whenever we can. If the person or company cant accept electronic payments, we print a check and mail it for you. '' I want to stress this part, which I consider false advertising, and which is the object of my complaint : " ... that you would normally pay by check ... We send the money electronically whenever we can. If the person or company cant accept electronic payments, we print a check and mail it for you. '' They are clearly saying they will transfer the funds electronically as long as the other party can accept them. This is my case. 

I proceed with setting up a Bill Pay but the confirmation I receive is " Your check is processing ''. Estimated date of completion : XX/XX/XXXX. We are XX/XX/XXXX. This is nothing like a regular wire  transfer. 

I call the Support line, get in touch with an agent who tells me that Bank of the West does not support wire transfers. This will be a future feature for customers. I can ask for a wire transfer by going to a local branch and pay USD {$35.00}. 

Their Bill Pay feature is definitely misleading. Their advertisement of opening a " Making paying bills a breeze '' with a Bank of the West account is also misleading : " Avoid late payments and penalties when you set up one-time, recurring, or expedited payments with our online Bill Pay. 
Pay bills anywhere in the U.S. quickly, easil y, and securely with our online Bill Pay. '' Where I live the " breeze '' does not take a check and 1 week to arrive ... Thank you for considering this complaint.

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