Consumer complaint received 2025-01-06 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
On XXXX I initiated a wire transfer through Bank of America to send funds to my parents to assist with an urgent matter. This was done in the bank with the help of what I was told was an experienced agent. 

On XXXX, the funds were taken from my account. 
On XXXX my parents reached out to me while at the receiving bank asking for an update. 
On XXXX again, my parents went back to the bank and called me from the bank asking for an update. The receiving bank 's agent asked me what information I provided when I conducted the wire and once I informed them of this, they said it was correct. 
From XXXX to XXXX, I called and emailed the bank to no avail. The bank rep 's that I dealt with via email were also baffled as to why the transfer was taking this long. 

1. Unreasonable Delay and Lack of Urgency The wire transfer in question was initiated on XXXX, and the amount of $ XXXX was sent with the expectation of timely delivery. However, the transfer was not completed within the agreed-upon time frame. It was only after significant delay of XXXX weeksthat the funds were returned. This delay was unacceptable, especially considering that the nature of wire transfers is to provide quick and secure transfers of funds 2. Poor Communication and Lack of Transparency At no point was I adequately informed about the status of my wire transfer. Despite numerous attempts to contact your customer service department, I was met with vague responses, unhelpful explanations, and, in many cases, no response at all. I understand that mistakes can happen ; however, the lack of clear and timely communication from your institution exacerbated the situation. Every inquiry I made was either ignored or responded to without providing any actionable information. This disregard for keeping me informed only added to the frustration and anxiety surrounding the matter. 

It was clear that my concerns were not treated with the seriousness they warranted. No proactive updates were provided, and I was left to follow up repeatedly without any sign of urgency or resolution on your part. As a customer, I should not have had to chase down this information ; you have a duty to communicate and ensure that the issue was being addressed promptly. 

XXXX. Neglect and Mishandling of the Situation The manner in which my case was handled appears to be a direct result of neglect. Your institution 's failure to promptly process and resolve the wire transfer not only created unnecessary delays but also placed me in a vulnerable financial position. I was forced to make alternative arrangements to cover my expenses, incurring additional costs in the process. 

Furthermore, I would like to highlight that during this period, your bank failed to acknowledge the mishandling of the transfer or offer any reasonable explanation for why such delays occurred. The failure to take accountability for this error reflects poorly on your institution 's commitment to customer service and trust.

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