Consumer complaint received 2025-12-22 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: BANK OF NEW YORK MELLON CORPORATION, THE

Complaint narrative:
On XX/XX/year>, I initiated an international transfer in the amount of USD XXXX from my account at XXXX XXXXXXXX XXXX. The transaction was intended to use The Bank of New York Mellon ( XXXX XXXX ) solely as an intermediary bank, forwarding the funds to XXXX XXXX ( XXXX ) to complete a foreign exchange transaction and credit the amount to my account in XXXX. 

As this was my first time executing this type of transfer, I made a filling error in the transfer form and mistakenly entered a XXXX XXXX account number as the beneficiary, instead of properly identifying XXXX XXXX as the final beneficiary. 

Once the error was identified, I immediately contacted all parties involved. XXXX XXXX informed me that they had no access to the funds and advised me to contact XXXX XXXX. When I contacted XXXX XXXX directly, I was told they could not assist me because I am not a direct client and that the originating bank ( XXXX XXXX ) would need to contact them via an authenticated message. 

Following this instruction, XXXX XXXX escalated the case internally and sent a SWIFT XXXX message to XXXX XXXX requesting the return of the funds. The message was successfully delivered through the XXXX XXXX and included all required transaction details, such as amount, value date, trace number ( TRN ), XXXX, and narrative explicitly requesting the return of funds. 

Despite this, XXXX XXXX repeatedly responded that they could not assist because I am not a direct client and insisted on receiving an authenticated message, even though XXXX XXXX confirmed that they do not have the necessary XXXX/keys exchanged with XXXX XXXX XXXX XXXX such a message. This is a technical interbank issue entirely outside of my control as a customer. 

Over the following weeks, I provided XXXX XXXX with all transaction identifiers multiple times, including : Amount : USD XXXX Value date : XX/XX/year> XXXX XXXX XXXX message reference At different points, XXXX XXXX stated that they could not locate the payment, despite the fact that the funds were sent to XXXX XXXX as intermediary and formally referenced in the XXXX XXXX from XXXX XXXX. 

Since then, XXXX XXXX has stopped responding entirely, despite repeated follow-ups. I have also attempted to involve XXXX XXXX XXXX to help facilitate internal communication with the XXXX team, without success. 

This unresolved situation has now persisted for over XXXX month, with no confirmation that the funds are under investigation, no timeline for resolution, and no clear explanation of why the intermediary bank can not act on a properly documented request from the originating bank. 

In addition to the financial impact, this delay creates a serious regulatory and tax issue for me in XXXX. XX/XX/year> is the cutoff date for income and asset reporting for Brazilian tax purposes. If these funds are not returned by that date, I will be unable to properly declare them, potentially exposing me to compliance and tax risks through no fault of my own. 

I am filing this complaint due to lack of response, failure to act as an intermediary bank, and the absence of reasonable customer support or escalation, despite full documentation and cooperation from my bank. 

I am requesting regulatory assistance to ensure that XXXX XXXX properly investigates this transaction and coordinates with XXXX XXXX to return the funds.

Company response to consumer: Closed with explanation