Consumer complaint received 2023-10-11 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: CA

Complaint narrative:
On XX/XX/2023, my family sent me a wire transfer amounting to {$5000.00} from abroad ( XXXX ). I became aware of an error that the sender made in the account number. I went to report the issue to my Bank of America branch in person. Was greeted by the bank XXXX at the door who asked me how they can be of assistance. I explained the situation and they assured me that the deposit will be rejected and returned given that the contact information and account number do not match when cross-referencing. They said I do not need to schedule an appointment about this matter. 

XX/XX/2023, The foreign sender company informed me that the deposit was never returned. They sent me a tracing number to help Bank of America locate the money. 

XX/XX/2023 : I Visted the branch for a second time and was greeted by another bank representative. She listened to the case, and I provided her with the bank trace ID. She said she will communicate with the wire department and will get back to me via phone. Later that day, I received phone call from same representative, telling me that they found no trace of the deposit and that it had not showed up on their system. The representative informed me that this means that the money was not received by them. 

I reported that to the foreign sender. Foreign sender informed me they will start their investigation. 

XX/XX/XXXX : Sender requested some documentation which I provided. 

XX/XX/XXXX : Sender provided me with more information to help locate the deposit. The information indicated that the deposit was, in fact, made into the wrong account despite mismatch with my contact information. 

XX/XX/XXXX : Went to the same Bank of America branch Went to branch and was greeted by [ XXXX XXXX ]. [ XXXX XXXX ] took the new information provided which included the credited bank account, the wire transfer sender name, and my information. She advised me to sit in the lobby as she went to the back to check. 

I waited for XXXX minutes. 

[ XXXX XXXX ] returned. She quickly informed me that the deposit was credited to the wrong account. She also informed me that the wrong recipient has not spent the money yet, indicating that they are a client of theirs. 

[ XXXX XXXX ] took me to her office and called their wire transfer department. 

The wire department informed both [ XXXX XXXX ] and I that there is nothing they can do to help, and that I need to file a claim with the sender. [ XXXX XXXX ] also expressed that she is surprised that the money was credited given that the name of the recipient does not match the account number. She informed me that she has never seen this happen before. 

[ XXXX XXXX ] promised me she will escalate this and find a way to recover my money. 

XX/XX/2023 : Received XXXX phone calls from [ XXXX XXXX ]. 

XXXX XXXX : [ XXXX XXXX ] informed me that there is nothing they can do for me and that my family needs to file a claim with the sender. I informed [ XXXX XXXX ] that this is not possible due to delay on your end in locating the deposit, and that they need to communicate with their client who is withholding my money. I also told [ XXXX XXXX ] I will be filing a lawsuit and a complaint. 

XXXX XXXX : [ XXXX XXXX ] called again promising me she wont drop the case and she will escalate further. I thanked her and ended the call. 


XX/XX/XXXX : I receive a letter from the bank informing me that no adjustment was necessary. 

XX/XX/XXXX : Called and Emailed XXXX XXXX. Went to voicemail. Received email from her later in the evening stating that her XXXX is diligently working on escalating the issue with their ACH.

Company response to consumer: Closed with explanation