Consumer complaint received 2024-08-06 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: VA

Complaint narrative:
I am trying to get my pension transferred from the XXXX to the XXXX. In the XXXX I use XXXX XXXX 
For the money to be transferred internationally the funds need to be transferred to the XXXX XXXX  via an intermediary bank ( The Bank of New York Mellon, XXXX Mellon Bank XXXX, XXXX, XXXX. XXXX ) On XX/XX/year> My pension was wire transferred to the Bank of New York Mellon : Below is all the information I have : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Advice type : XXXX Debit advice Date and time : XX/XX/year> at XXXX Transaction number : XXXX XXXX Beneficiary reference : XXXX Payment type : NA Related reference : XXXX Transfer amount : XXXX Transfer currency : GBP Transaction details : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX -- -- -- -- -- XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The Bank in the XXXX did a trace on the fund transfer as follows : A trace has been conducted on your payment and the outcome is as follows : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Payment completion date : XXXX XX/XX/year> Reference : XXXX Confirmed amount received : XXXX Unique end to end reference : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On XX/XX/XXXX I got a call from XXXX XXXX  Saying the funds are at the Bank of New York Mellon and needed permission to convert from XXXX XXXX XXXX Dollars. I gave them permission and They said the money should go into my XXXX XXXX XXXX account within a few days. 

Weeks later after many calls to XXXX XXXX  XXXX XXXX 's team I was told the funds had been refused XXXX to lack of a house address and were returned to the XXXX on XX/XX/XXXX. 
XXXX Bank gave me the following information they have from their spreadsheet : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Returned to the XXXX on XX/XX/year> From The New York Bank XXXX XXXX. 

Maybe in the form of Dollars. ( {$150000.00} ) XXXX XXXX. XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I have been told by the Bank in the XXXX that they can no longer trace where the funds are because they were deposited in the XXXX and the Wire Transfer was complete. 
They advised me to Contact the New York Bank of Mellon and aske them to give me the information on the transaction so the XXXX bank can trace the transaction from the New York Bank of Mellon that they said happened on XX/XX/XXXX Unfortunately Discover bank said that I can not talk to the New York Bank of Mellon because I doo not have an account with the Bank of New York Mellon XXXX XXXX Bank does not have a way of directly communicating with the New York Bank of Mellon. 

Now it is XX/XX/XXXX and the funds have still not been transferred to the XXXX. 
My money seems to be lost at the Bank of New York Mellon and I have no way to find out where the funds are so I can retrieve them.

Company response to consumer: Closed with explanation