Consumer complaint received 2025-03-29 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: BANK OF NEW YORK MELLON CORPORATION, THE

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing this complaint against The Bank of New York Mellon ( XXXX XXXX ) regarding the improper handling of an international wire transfer, which has left my funds frozen for over XXXX days without any reasonable explanation or response. Despite multiple follow-ups from both myself and the remitting bank ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX has remained completely unresponsive. 

This situation has caused me severe financial hardship and significant emotional distress. I kindly request CFPBs assistance to ensure that XXXX XXXX fulfills its regulatory obligations and provides a clear and justified response regarding my frozen funds. 

XXXX. Complaint Details : Remittance Amount : XXXX XXXXXXXX Remittance Date : XXXX XX/XX/2025 Remitting Bank : XXXX XXXX XXXX XXXX Bank : XXXX XXXX ( The Bank of New York Mellon, XXXX ) SWIFT Transaction Reference Number : XXXXXXXX XXXX Reference Number ( XXXX XXXX ) XXXX XXXX Beneficiary : XXXX XXXX XXXXXXXX XXXX 

XXXX Account : XXXX XXXX. XXXX XXXX XXXX : XXXX XX/XX/2025 : I initiated a wire transfer of XXXX XXXX from my XXXX XXXX XXXX account to my XXXX ( XXXX XXXX ) brokerage account in the XXXX, via XXXX XXXX as the intermediary bank. 

XXXX XX/XX/2025 : I emailed XXXX XXXX to inquire about the remittance status and was informed that they would not assist me directly as I am not their client. They advised me to contact XXXX instead. 

XXXX XX/XX/2025 : XXXX XXXX requested additional information from XXXX, specifically asking for the payment message ( " XXXX '' format ) that had already been sent. XXXX promptly responded with the requested information. 

XXXX XX/XX/2025 : XXXX XXXX requested further clarification, and XXXX promptly resubmitted the required information. 

XXXX XX/XX/2025 : Due to the prolonged delay, I requested XXXX to directly contact XXXX XXXX to clarify the remittance status, understand what additional documentation was needed, and obtain a resolution timeline. 

XXXX & XXXX XX/XX/2025 : I sent follow-up emails to XXXX XXXX urging them to update the remittance status and communicate with XXXX to expedite the resolution. 

XXXX XX/XX/2025 : XXXX XXXX requested further explanation regarding the meaning of the payment message ( " XXXX '' format ). XXXX sent a response clarifying that the message format was provided by XXXX XXXX as a standard remittance template. It clearly indicated that the remitter and the account holder were the same person, and no proxy or third-party account was involved. 

XXXX XX/XX/2025 : XXXX informed me that they sent an urgent SWIFT message to XXXX XXXX requesting an update on the payment status. 

XXXX XX/XX/2025 ( today ) : To date, over XXXX days have passed since the transfer, and my funds remain frozen without any official explanation or status update. 

XXXX. Key Issues : Unjustified Freezing of Funds : XXXX XXXX has held my funds for over XXXX days without providing any formal explanation or resolution. 

Lack of Communication and Transparency : XXXX XXXX has ignored multiple inquiries from both XXXX and me, failing to provide status updates or reasons for the hold. 

Consumer Rights Violations : As an intermediary bank, XXXX XXXX has a responsibility to provide clear and timely updates regarding frozen funds, especially when prolonged delays occur.

Company response to consumer: Closed with explanation