Consumer complaint received 2025-11-19 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA

Complaint narrative:
I am submitting this complaint regarding Bank of Americas handling of an international wire transfer I initiated on XX/XX/year>, which has not been delivered to the intended beneficiary. 

Although my online banking portal shows the wire as delivered, I have confirmed that the funds are not with the beneficiarys bank. Instead, they are being held by an unrelated foreign bank, XXXX XXXX XXXX XXXX, which is not the bank of the intended recipient. At no time did Bank of America notify me that the funds were undeliverable, being delayed, or being held by another institution. 

I have made extensive efforts to resolve this issue, including spending over an hour attempting to reach Bank of Americas Wire Investigation Department. The call routing system is misleading, and representatives are consistently unreachable. With the help of a local BOA representative, and after XXXX minutes on hold, we reached a representative from the WIRE investigations department named XXXX, who was dismissive, unprofessional, and provided conflicting information. 

Bank of America initially informed me that I would receive a resolution by Wednesday XX/XX/year>. However, when speaking with XXXX, I was told instead to call back next Friday, with no explanation for the delay or the broken promise. 

To make matters worse, I was told that if I requested the wire to be canceled, I would need to repurchase the funds in XXXX the fact that XXXX XXXX clearly states that if a payment order is not accepted by the beneficiarys bank, the originator is entitled to a full refund of the payment amount. 

This transaction represents donation funds entrusted to me, and I am obligated to explain to donors where their money is. Bank of Americas failure to deliver the funds, failure to notify me of any issues, and failure to provide timely or accurate information has caused significant concern and financial uncertainty.

I am requesting the following : Immediate investigation into the location and status of the wire transfer, including documentation explaining why the funds are being held by a foreign bank that is not the beneficiarys bank. 

A full refund of the wire amount under XXXX XXXX, unless Bank of America can successfully deliver the funds to the correct beneficiary without further delay. 

An explanation for the lack of notification regarding the delivery failure. 

A review of Bank of Americas handling of this matter, including misleading timelines, customer service conduct, and lack of access to the Wire Investigation Department. 

This issue is urgent and affects donor trust, financial accountability, and compliance with federal banking regulations. I am seeking your assistance in ensuring that Bank of America provides a lawful and timely resolution.

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