Consumer complaint received 2016-02-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
Re : Bank of America ( BOA ) refusal to complete an approved fund transfer from my online checking account. 
In XXXX XXXX at my own expense ( as instructed ) I flew from XXXX to XXXX to authorise an international fund transfer. Shortly after returning back to XXXX I called the local banking centre that set up and approved my funds transfer to release my funds. Only to be instructed that I would need to re-visit a local banking centre within XXXX and complete another set of fund transfer forms because of an internal error. The customer support helpline said that the only department that had the authority to resolve this error was the ( BOA ) resolution department. However it was there next statement that I found the most disturbing of all. I was told that the banks help desk has no means of contacting the resolution department and only way to receive a response was if I wrote to them. Please be mindful that I have already spent over {$2000.00} dollars on the previous round trip to get to a BOA branch and now the dollar to pound exchange rate had weaken significantly. 
During the next 12-16 mths I made dozens of international phone calls to ( BOA ) requesting a quick resolution. The thing that I found most distressing was the fact that the helpdesk refuse to allow me to email them a copy of my original letter sent to the resolution department on XXXX XXXX XXXX. The fact was for each call made I was required to repeat the whole history of the case to each new advisor including the steps and measures that I have already taken thus far. Instead of taking ownership the helpdesk would just state that my call and this dispute has been logged against my account history. In XXXX I reached out to the XXXX Bank of America XXXX to request some type of assistance. Again they refused to get involved. 
On the XXXX XXXX XXXX I was able to visit the ( BOA ) branch in which I had first open my account. I spoke to XXXX XXXX XXXX and provide evidence and phone logs to support my allegation of banking negligence. She was keen to address as many of the issues that she could. However, as for why I have missing account history and why the bank has not responded to a banking issue that dates back to XXXX she had no answer to. She left me in her office momentarily and when she returned she informed me that her manager XXXX XXXX XXXX ( senior vice president of customer market manager ) said he would personal investigate into this matter and contact me via email by Thursday XXXX XXXX. XXXX XXXX did not contact me so I revisited the bank. The explanation given to why I was experiencing account problems was that my missing account files may have affected the banks auto account management service. I was also informed that the task of investigating my account management service & support failings has been assign to XXXX XXXX XXXX from the market leader escalation. Before leaving the bank I was able to secure a written confirmation confirming that the resolution department will respond to my formal compensation claim dating back to XXXX. Despite emailed XXXX XXXX a reminder in relation our meeting and my preferred method of contact I have never received a response. 
From XXXX XXXX through to XXXX XXXX I was in contact with the so call new customer support resolution interface team. In fact I made over a dozen calls In relation them not responding to my original letter and the official complaint made against XXXX XXXX, XXXX XXXX, XXXX XXXX, market leader escalation department for failing to respond to a unresolved banking service compliance dispute. I was hardly surprised to learn that no records of my recent compliant have been recorded on the bank internal complaint system. I have already alerted my banking centre via email to retain all the account history in relation to this case. I 've received no response to this formal request either.

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