Consumer complaint received 2017-03-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
Bank of America has a wire transfer glitch when the phone is the same on both accounts. On Tuesday morning, XX/XX/2017, I went to transfer money from my personal account to my new business account at the local Bank of America on XXXX in XXXX, TN. I stopped to ask the front attendants what was the maximum amount I could transer without a hold on a personal check. XXXX, a banking associate, invited me to her office to show me how to link my business account to my personal account on online banking and how to make the transfer easier. She called an online banking specialist to facilitate that. As she waited on the phone, she showed me how to make a transfer on my mobile phone. I did as she said -- step by step. She instructed me as she watched my every move. I could n't remember my new business account email, so she had me transfer through my mobile phone number. I have only one phone number, so it 's the same for both my personal and business accounts. In the Add Recipent form boxes, I wrote in my business name and my phone number. She led me through the process of sending money to my business. I first tried {$12000.00} and it showed a message that the maximum allowed was {$2500.00}. So, I entered {$2500.00} and pressed the button to execute the transer. I received a text to my phone with a confirmation number and the money came out of my personal account, BUT the money did not arrive to my business account. So, the banking associate called to find out what happened to the money and the call wait was too long. So, she made a physical transfer and I called Bank of America customer service from home. I spoke with several people and finally with a " money mover. '' After a few questions, he said the money had been sent to someone I had transferred to in the past. I have never transferred money from my bank account to anyone. He said that the money went to whomever had my phone number before me. I have had my same phone number since XX/XX/XXXX. He said he would make a claim and took the information. On Wednesday morning, XX/XX/2017, I went to the banking associate, XXXX, and we spoke with several people on the phone including what they called " digital. '' The " money mover '' had never made the claim he mentioned. After all, she said that they could not submit a claim because the transfer had " cleared. '' After almost XXXX hours on the phone, the banking associate, XXXX, said that they would open an investigation and email me later on Wednesday. It is now Wednesday night, XX/XX/2017 at XXXX and I still have no idea where my money went and when I will get it back. Even with the banking associate explaining her involvement in this transfer glitch, Bank of America has not given me access to my money. They do n't know where it went. I just do n't think it 's fair that I have to wait for them to figure it out. It is their fault that that money did not come back to my phone number on both accounts. It is also not fair that the " money mover '' made excuses. They say that they ca n't tell me where my money went, because of some privacy law. All I know is that I followed her instructions, she watched me the entire time, she even waited for XXXX hours on the phone and vouched that it was her mistake, and regardless of all the effort, I 'm the only one affected by this loss of time and money.

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