Consumer complaint received 2025-03-27 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
I have been a customer with Bank of America since XXXX, and have transferred money internationally in the past XXXX times. on XXXX XXXX, XXXX, I transferred {$6000.00} and selected it to be transferred in AED which is the local currency in XXXX, to my brother, to support a family who is going through XXXX. 
It instantly showed that the transaction is complete on my BoA side and it should reach the receiver in 1-3 business days. 3 weeks since that transfer and my brother has not received the money. From week one I have been calling BoA, their phone wait time ( XXXX, Option XXXX, XXXX XXXX ) takes no less than 45 mins and if longer the call disconnects automatically, I have been able to speak to them 4 times so far with the last call, the associate couldn't help and hung up the phone on me.

On the 1st call BoA shared that the transfer has not been completed successfully, it has been rejected for reason of mismatch in beneficiary name and XXXX. During this call the BoA associate shared that the funds will be available back in my account 5-7 business days. Here I am 2 weeks later, funds have not been returned, no call from BoA, and they are refusing to help. 
My brother works as a XXXX at XXXX and that's why I chose to transfer to the bank he works for and has been working for the past 21 years. I provided him the Recipient Routing ID ( XXXX ) in the transfer details, the Remittance ID ( XXXX ) and confirmation code ( XXXX ) and XXXX have been a customer with Bank of America since XXXX and have made international transfers on several occasions. On XX/XX/XXXX, I initiated a {$6000.00} transfer to my brother in XXXX, selecting AED as the local currency. This transfer was intended to support a family member undergoing XXXX. 

The transaction was instantly marked as complete on my Bank of America account, and I was informed that the funds should reach the recipient within 1-3 business days. However, three weeks have passed, and my brother has not received the money.

Since week one, I have been repeatedly calling Bank of America at XXXX ( Option XXXX, XXXX, XXXX ). The phone wait times are consistently over 45 minutes, and if the wait time exceeds that, the call disconnects automatically. Ive managed to speak with a representative four times. During the most recent call, the associate was unable to assist and abruptly hung up on me. 

On the first call, Bank of America informed me that the transfer had not been completed due to a mismatch in the beneficiarys name and XXXX. I was told the funds would be returned to my account within 5-7 business days, but here I am, two weeks later, and the funds have not been returned. I have received no follow-up communication from Bank of America , and they continue to refuse assistance. 

My brother, who works as a manager at XXXX, has been employed there for 21 years, which is why I chose to transfer funds to his bank. I provided the Recipient Routing ID ( XXXX ), the Remittance ID ( XXXX ), and the Confirmation Code ( XXXX ). However, XXXX has confirmed that they have not received any funds and show no record of the transfer on their end. 

Bank of America has confirmed that the transfer was not completed due to the mismatch and has provided me with Claim # XXXX. Despite this, they have failed to explain why the money has not been returned and continue to insist that the international wire transfer investigation is still ongoing. 

I am urgently requesting your assistance in resolving this matter and ensuring that the funds are either returned to my account or properly transferred to my brother. The lack of transparency and assistance is deeply concerning, and I am unable to get a clear resolution from Bank of America. 

I appreciate your immediate attention to this issue and look forward to your prompt response. bank confirmed that they have not received this transfer and shows nothing on their end. 
BoA confirmed this transfer has not occurred due to the mismatch and provided me a Claim # XXXX, however are unwilling to return the money for reasons that they have no explanation and they keep insisting that the international wire transfer investigator is still looking into it.

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 monetary relief