Consumer complaint received 2024-12-29 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Confusing or missing disclosures — 
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint narrative:
Having tried unsuccessfully to resolve my recent complaints with Bank of America ( BoA ), I now find it necessary to refer these complaints to the Consumer Financial Protection Bureau ( CFPB ) to try to get more full and satisfactory answers and solutions from my bank. Please note I am an overseas customer of BoA, being a XXXX XXXX and now fully XXXX  and resident in the XXXX, after XXXX periods of living and working in the XXXX, prior to my retirement. 
The recent attempts by individuals from the XXXX XXXX XXXX XXXX ( CCET ) of BoA to resolve or answer my queries and concerns have been vague and evasive and entirely unhelpful, to the point I am disgusted with the banks conduct. Despite my detailed emails to BoA on my complaints, I have received no formal response by email or other forms of written communication, setting out BoAs response or stance. I only get phone calls from them, during which they provide me with lots of platitudes and understanding of my reasons for complaining, but they do absolutely nothing to provide meaningful responses or any solutions to my complaints. While I never expected the staff at XXXX to have all the answers immediately available during the calls, I did expect they would make further enquiries with other staff in other departments who could provide proper answers but they repeatedly said they could not do this, nor would they explain why they couldnt make further enquiries, simply saying they couldnt do anything for me beyond their apologies and understanding. 
I attach hard copies of three relevant emails, dated XXXX and XXXX XX/XX/XXXX detailing the origins and progress with my complaints, before and after two calls I received from CCET. I have received nothing at all from BoA to attach, as they provided me only with two phone calls which proved useless in answering or resolving my complaints. I also now set out a summary of my individual complaints and what I would like BoA to do to resolve these for me. However, I stress that for the complete picture it is necessary to review in full the attached emails and other documents I provide. 
My initial XXXX complaints were listed and then detailed in my first email dated XXXX XX/XX/XXXX. I can confirm that complaint number XXXX is now dropped as it was only ever a minor issue for me. I never got from XXXX a proper explanation of why my initial telephone complaint was never responded to, or even acknowledged, but I dont see much point in pursuing this further. It has affectively been overtaken by my later more formal complaints by email. I do, however, wish to pursue complaints XXXX, XXXX and XXXX, via this process with CFPB. 

Complaint XXXX - Increased credit card limit During my first call with CCET, the lady who called me was able to reduce the limit back to XXXX XXXX. She did this without having to send me any security PIN. The XXXX gentlemen who fielded my calls to BoA in XXXX and XX/XX/XXXX, failed to reduce the limit back to its original level because they were unable to send a PIN number to my XXXX mobile phones ( see also complaint XXXX below ). As the card limit is now back to where it was before BoA increased it without any reference to or agreement from me, all that remains on this complaint, is for BoA to reimburse me the cost of the calls I had to make to the bank from my home landline number in XXXX and XXXX. The cost of the calls is detailed in the hard copy emails attached, along with copies of my phone bills for XXXX, XXXX and XX/XX/XXXX. 

Complaint XXXX BoA cant register XXXX XXXX phones for sending PINs Despite repeated requests, BoA have not provided me with an explanation on why they can not register XXXX XXXX  phone numbers for the purpose of securely sending PINs, when trying to do online banking with BoA from the XXXX. Without access to a XXXX cell phone, to facilitate wire transfers to my XXXX banks, I have had to purchase, at XXXX insistence, a XXXX XXXX XXXX at a cost of XXXX XXXX, which is about XXXX XXXX. I would like BoA to explain why they will not, or can not, use XXXX mobile phone numbers in the same way as they use XXXX cell phone numbers for issuing PINs. This practice is prejudicial against overseas customers. I also ask that BoA reimburse me the XXXX XXXX  cost of the security key. I dont need to use it for any XXXX banking, I only use it for BoA transactions. 

Complaint XXXX no response to telephone complaint made in XX/XX/XXXX As stated above, I am dropping this complaint, as it is now superfluous. 
Complaint XXXX Cancellation of a wire transfer without explanation During my calls with XXXX, they were unable to explain why this transfer was cancelled by BoA after it was shown online as successful. XXXX were also unwilling to enquire further with other departments in order to get an answer to this. The transfer was made to XXXX of my XXXX XXXX XXXX  accounts, which was listed online with BoA as one of my previous and therefore trusted recipient accounts. It defies any logic that the transfer was cancelled, causing further necessary phone calls by me from the XXXX to sort out. I would like an explanation from BoA why this was cancelled after it showed as successful when I was online. I also want BoA to reimburse the cost of my calls on this. 
Complaint XXXX inability to do wire transfers to the XXXX in XXXX  The full explanation on this complaint is shown over my XXXX attached emails of XXXX, XXXX and XXXX XX/XX/XXXX. In response to my first XXXX emails, I took calls from different individuals from XXXX on XXXX and XXXX XX/XX/XXXX, both providing no meaningful information to help me see and understand what specific sections and/or clauses of the XXXX XXXX XXXX XXXX BoA from wire transferring XXXX  from my BoA savings account to XXXX of my XXXX bank accounts, both of which are previous recipients of my wire transfers. Neither of the individuals I spoke to were willing to enquire further with other BoA departments to find out this information for me. 
I find it astounding and completely unacceptable that BoA are hiding behind such broad legislation and are unwilling to be more specific on the actual date ( s ) and wording ( s ) of the relevant clauses of the legislation so that I may read and understand this for myself. BoA are using a very broad description of legislation, which was introduced from XXXX onwards, primarily to protect consumers financial interests, to prevent me doing what I want with my money. The Dodd Frank legislation runs to many thousands of pages, introduced and amended during three government administrations, over XXXX  years so far. Why cant BoA provide me with the details and wordings of the clauses which prevent them doing what I want to do? This lack of a full and proper response from BoA is not only unreasonable it is ridiculous. What are they trying to hide here? This is my money it does not belong to BoA. The actions of BoA are delaying me making wire transfers to the XXXX which would earn me better interest and also, potentially, better exchange rate and fee outcomes for me. The irony is that they are quoting consumer protection legislation to justify this restrictive practice! 
Also, the BoA verbal explanation to me that they can not do XXXX  transfers to the XXXX without being able to tell me the fees and charges of the XXXX bank do not square with the XXXX smaller ( test ) transfers I did in XXXX  in XX/XX/XXXX. BoA did the exchanges to XXXX  and the XXXX transfers included the same caveat that I may get less if the XXXX bank charged me fees. BoA need to explain this anomoly to me. 
BoA also refused to tell me which, if any, XXXX banks would let BoA know the charges beforehand to allow the transfer to go ahead in XXXX. 
I want a fully detailed description from BoA of the precise legislation titles, dates and wordings that prevent them doing transfers in XXXX  to my XXXX XXXX. I also want BoA to explain the obvious anomoly between their Dodd Frank legislation explanation and the fact they can do transfers in GBP without being able to tell me the XXXX bank 's fees. Finally, I want BoA to advise me which XXXX banks, if any, they can transfer to in XXXX  by getting the supposed necessary XXXX fee information.

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