Consumer complaint received 2026-01-21 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: AZ

Complaint narrative:
[ XX/XX/XXXX ] from XXXX XXXX to XXXX XXXX : I visited the Bank of America branch location. I went in for assistance to send an International wire. 
[ XX/XX/XXXX ] from XXXX XXXX  to XXXX XXXX XXXX Because the wire did not go through, I visited the same bank location again to check on the status. The service rep was very patient and helpful and researched to see if there was a problem with the wire. He found the wire was being held for further verification and he called the fraud department. We were on hold with the fraud department for many ( more than XXXX ) minutes, then finally an automated message stated they were having problems and actually hung up on us. 
However, at XXXXXXXX XXXX someone from the fraud department called, but I missed the call. 
[ XX/XX/XXXX ] at XXXX XXXX, I received a call from a representative in the fraud department who was suspicious of the recipient of the wire. At XXXXXXXX XXXX, a manager from the fraud department called me to ask me to please think about sending the wire and that it sounded like a scam and that I should look up pig butchering scam before I have the wire sent. 
[ XX/XX/XXXX ] at XXXX XXXX : I contacted the Bank fraud department and spoke with a representative, XXXX. I advised her after the urging of the fraud department for further research, I was confident the recipient was a scam and I requested the wire NOT BE SENT and to cancel the wire transfer. I had a great conversation with her about not feeling comfortable any longer about the wire and avoiding loss of my money. I was relieved that I had avoided a scam. XXXX confirmed the wire transfer would be cancelled and the transaction would not proceed. 
[ XX/XX/XXXX ] at XXXXXXXX XXXX  : To my dismay, XXXX phoned me back and admitted she hit verify versus cancel in error and that the wire had been transmitted, despite my explicit cancellation request. She apologized profusely, several times, but told me she could not recall the wire and that Id have to call the bank wire recall department so they could cancel it. She stated she had already told them of her error and to just let them know that I was calling about the wire she had sent in error. She transferred me to the bank recall department. 
[ XX/XX/XXXX ] at XXXX XXXX : I was transferred, but there was an automated message stating there was a wait and someone would call me back in XXXX minutes. 
[ XX/XX/XXXX ] at XXXX XXXX : I received a call from XXXX in the wire recall department. She confirmed the wire I requested to cancel had made its way to the receiving bank. I confirmed it was associated with what I believed to be a scam, which was the reason I decided NOT to send it. She stated the only thing she could do at this time would be to submit a report about the scam and request a recall for the payment to the receiving bank in hopes they would return the money. 

This is a case of Bank of America failing to execute my explicit account instruction, then compounding the error by transmitting funds I had cancelled. The employee admitted fault several times, acknowledging she pressed the wrong button after I had already cancelled the transaction. 

On XX/XX/XXXX, I went back into the bank for other bank business and the status of the wire refund. I was advised the case was still open. On XX/XX/XXXX, I sent an email to the email address on a SCAM acknowledgement they sent me to dispute that on XX/XX/XXXX I requested them to send a wire, when in fact it was to CANCEL the wire. I never heard back, so I sent an escalated email on XX/XX/XXXX since I had not heard back. No response, so I sent a third email on XX/XX/XXXX at XXXX XXXX Finally someone called me at XXXX XXXX, only to say they will listen to the recording and call me back next week.

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