Consumer complaint received 2025-08-05 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:
Since XXXX, I have held an investment account with XXXX  XXXX  who managed my XXXX shares under the Employee Stock Investment Plan. 


Although annual fees are charged, nothing can be done via the online account ( updates to personal or contact details, transactions, transfers, comms ). XXXX  long night calls from the XXXX are necessary on each occassion. 


XX/XX/XXXX I rang XXXX  XXXX  ( XXXX ) customer support and sold all shares. I asked for the transfer and the account to be closed. It was refused, I was asked to call again on the following day once the funds from the shares sell transaction were credited to my account. 


XX/XX/XXXX I rang and requested transfer of the entire account balance of XXXX XXXX to the XXXX ( my country of residence ). It was refused due to the XXXX XXXX  supposedly not revealing some information about their fees. I was told it was a XXXXwide policy to refuse transfers in such circumstances. I requested a transfer to the XXXX XXXX  in XXXX instead ( my previous country of residence where I still have bank accounts ). It was approved. 


I received confirmation of the transfer order for XXXX after a wire fee of XXXX XXXX  was deducted from the transfer amount. The transfer, however, never went through. I received no comms from XXXX about any issues or money bounced back. XXXX XXXX  in XXXX checked and confirmed the transfer never reached XXXX. 


The amount of XXXX reappeared on my XXXX account. The wire fee ( XXXX XXXX  ) was not refunded. Additionally, return transfer fee of XXXX XXXX  was charged, and deducted from the returned funds. 


XX/XX/XXXX I rang XXXX. No explanation was given why the transfer was unsuccessful. All data I previously provided was checked and confirmed correct. My request for refund of both wire and funds return fees was denied. 


I tried to request a transfer again but I was told I would be charged a transfer fee again, no guarantee of success was offered. I faced a risk of another transfer return fee, and my account balance melting down while still on the XXXX 's account. 


Moreover, on this occasion, despite the fact that the transfer was requested between two accounts both held in XXXX  currency, transfer in XXXX  currency was refused, XXXX conversion fee was requested by XXXX, and another XXXX conversion fee would be charged in XXXX. 


The phone connection was broken and the transfer request was not completed. 


XX/XX/XXXX As telephone communication has proven fruitless and exhausting considering the quality of service, international call cost, and night hours, I complained in writing by fax ( copy attached ). 


I requested an explanation why the original transfer was unsuccessful and documents related to that transfer, another transfer of all originally due funds ( XXXX ) in XXXX  as previously correctly instructed, and the account to be closed before another annual fee would be charged in XXXX. 


I received a complaint receipt acknowledgment signed by XXXX XXXX XXXX XXXX Service Research and Response Analyst, mailed to my home address in the XXXX. I have received no actual response since. 


XX/XX/XXXX I resent the complaint by fax. I still have not heard any response. 


XX/XX/XXXX Another annual fee of XXXX XXXX  for the account that I can not manage or close myself has been charged although I asked for it to be closed already in XX/XX/XXXX. 


As it is, I can not get my money back and close the XXXX account. And there is no communication from XXXX XXXX  I do not have any strength left to keep making late evening international calls from the XXXX.

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