Consumer complaint received 2021-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I initiated a money transfer via XXXX for {$120.00} dollars with Bank of America to XXXX XXXX XXXX to pay for a repair for a van that belongs to a gal that helps transport rescue animals. Within minutes of completing the transfer I was alerted and told that I had been provided the wrong phone number for the transfer, that one of the numbers had been transposed. Right away I logged back into my account and tried to cancel the transaction which I was unable to do because there was no button or any way to cancel. Next, I called Bank of America right away and informed them of the error and requested they cancel the transaction and explained what had happened, I was told that they could not cancel the transaction even though it was clearly in a pending state and that I would have to call in the next day and file a claim and that they could recover my money via the claim. The rep at Bank of America also informed me that the money had gone to the XXXX XXXX XXXX and after doing a search on the incorrect phone number it was discovered that the name of the individual tied to the number was XXXX XXXX, which I told Bank of America. The money transfer explicitly indicated that the {$120.00} was to go to XXXX XXXX XXXX not anyone named XXXX XXXX XXXX I did try to call XXXX XXXX, as well as text him requesting the money be returned as BOA had also suggest. XXXX XXXX would not respond. The following day I submitted a claim to Bank of America to recover my money and provided all of the details. 

On XX/XX/XXXX I had not heard from Bank of America so I called to check on the claim. The gal I spoke with informed me that my claim had been denied with no explanation and had been closed. The Bank of America rep could provide no further explanation and apologized and said they only thing she could do was try to resubmit however had no idea if that would be helpful since they had denied the previous claim with no explanation. I was never provided any documentation or follow up on this claim. Upon hearing this I was very upset and proceeded to call the XXXX XXXX XXXX XXXX and explained the situation and gave them the information I had including the phone number to XXXX XXXX. The rep indicated that all Bank of America had to do was contact them and they would assist in recovering the money. I have done business with Bank of America for years and am just beyond disgusted that they do not have the decency to recover a transaction that was clearly sent to the wrong individual. If they make a mistake themselves the money is swiftly removed and recovered. I am submitting this complaint and would appreciate my {$120.00} be returned to me. This money was clearly stated for XXXX XXXX XXXX, not XXXX XXXX. This whole transaction took place in a matter of minutes and there was no reason that I was unable to cancel this transaction. When I called Bank of America immediately after they could clearly see the transaction was still in a pending state as could I and did nothing to cancel it. Please help me recover my money and enforce Bank of America to follow ethical banking policies and protect my money and other consumers. They have not done any due-diligence to recover this money and can not be allowed to rip of their customers. Horrible treatment to someone they consider a XXXX XXXX customer.

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