Consumer complaint received 2025-02-23 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
On XX/XX/XXXX, I visited XXXX XXXX XXXX XXXX XXXX XXXX finance center in New York to request a wire transfer. As I did not have a physical card ( my bank account was opened on XX/XX/XXXX ), I was advised by the associate of XXXX to register a security key. With the help of the specialist and online customer service, I managed to register a security key and accessed my online banking. After that I made a wire transfer of XXXX USD to my bank account in XXXX. On XX/XX/XXXX, I received an email of BoA informing me that my wire transfer was cancelled. I also found that I was locked out of my account. After contacting XXXX  customer service, I was told that there was nothing they could do other than me going back to a finance center to verify my identity. I am not living in the XXXX  anymore. That was also the reason why I visited XXXX in person in early XXXX, trying to transfer all my fund in XXXX account out. It was completely unacceptable that XXXX  cancelled my wire transfer even the transaction was done at the XXXX financial center with an associate verifying my identify. Furthermore they locked me out of my account without providing any justification. 

Context : I opened a XXXX  account in XXXX when I started college in South Carolina. In XXXX, I left the XXXX for an internal job transfer. As it was just a one-year rotation project, I did not cancel my XXXX account. However, later I settled down in XXXX. As I do not have plan to go back to the XXXX any more. I decided to transfer all my fund to my bank account in XXXX. After multiple online transfer attempts and contacting numerous XXXX XXXXustomer services, I was told that the only way to solve this is to come to XXXX in person and request it at a XXXX  financial center. In spite of all the difficulties, I managed to visit a XXXX financial center in XXXX in XXXX, XXXX. The associate there told me that she could not do the wire transfer for me, the only solution is for me to log in online banking and do it myself. Considering all the churn and hardship I had come across with online banking and online transfer for years without success, I did not accept this solution. As an alternative, she issued me a check. When I came back to XXXX, I realized that there are no banks in XXXX can cash or deposit checks and my old XXXX account had been cancelled. After trying to solve this with XXXX but without success, I filed a compliant via CFBP and the response I got was a phone number that I could contact. However no matter how many times I contacted the phone number provided in XXXX  's response, it went to voice mail directly. No matter how many times I left messages with my contact info I never got a call back from XXXX. The check that XXXX  issued would expired by mid of XXXX, and I was unable to get connected to anybody from XXXX  nor a consistent or conclusive answers from XXXX customer service, I had to fly to XXXX on XX/XX/XXXX before the check expired. I visited XXXX financial center on XX/XX/XXXX at XXXX XXXX. I managed to open a new XXXX account and deposit the check. On XX/XX/XXXX afternoon, I visited XXXX  on XXXX as I found I was locked out of my account ( for some reasons, XXXX locked me out of my account the same date I opened it. It is really frustrating that they just lock people out whenever they want ). Meanwhile, I was told that the check I deposited in the morning was on hold till XX/XX/XXXX. On XX/XX/XXXX, I visited the XXXX at XXXX XXXX again trying to transfer the fund. I was told the same the fund was not in my account yet. On XX/XX/XXXX, I visited XXXX XXXX XXXX XXXX ( it was Sat and the XXXX on XXXX was not open on Sat ). Thankfully the fund had been deposited in my account. As I do not live in XXXX and I do not have a XXXX phone number, I registered a security key and made the wire transfer online. On XX/XX/XXXX evening, I flew back to XXXX. On XX/XX/XXXX, I was completed astonished when realizing after making so much effort trying to transfer my money out of XXXX, they simply cancelled my request and froze my account without ANY REASONS!!! If this is not stealing I do not know what it is!

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