Consumer complaint received 2024-08-29 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:
My name is XXXX XXXX, more than XXXX XXXX XXXX XXXX years ago I made a money transfer from my account in Bank of America to my account in XXXX in the amount of {$24000.00} ( attachment XXXX ), the money did not reach its destination. I went to the bank to find out what was going on, they told me that since the intermediary bank is a XXXX XXXX that is under XXXX sanctions, I had better recall my transfer, which is what I did ( here I want to draw your attention to the fact that on the day of my transfer, XXXX was not under sanctions and invaded the territory of XXXX on XX/XX/year>, that is, XXXX days after my transfer, which was sent on XX/XX/year> ). After I cancelled my transfer I still didn't get access to my money, the bank branch also couldn't give me an answer why they weren't returning my money to me and advised me to contact the XXXX Department, which I did, to which they first told me not to worry, the money would be on my account in a couple of days, a few more days passed and the money still didn't arrive, I immediately contacted the Wire Department and got the same answer, but the money still didn't arrive. My husband and I started to worry and call the bank every day and go to the bank branch several times a week. They couldn't give me a clear explanation and they themselves also called the XXXX Department and couldn't get an answer. All this went on for several months until at the end of XX/XX/year> the bank finally told me that my money was under sanctions of the XXXX against XXXX, and in addition after that they closed all my accounts in their bank and basically left me without funds for some time. Please imagine our surprise and our worries about this because they drove us from XXXX department to another, we spent hours on the phone, went to the bank for weeks for answers, and they did not give us an answer, after that they closed all my accounts in their bank and basically left me without funds for some time. 
I asked what we should do, they answered we should go to the XXXX, I called them and told them about the problem, they said that I needed to fill out a form online and wait for an answer. 
The bank did not provide me with any official information about the fact that my money was frozen due to sanctions or something, that is, no official information only by phone or verbally, I did not know which reference number I should write to XXXX, so I called them and asked what to do, they told me that I can use any reference number regarding XXXX. A few months later I received a reply from the XXXX that my funds were not blocked but were withdrawn ( attachment XXXX ), I went to the bank with this document hoping to get my money, but a new surprise awaited us there, they told me that I used the wrong reference number and that I needed to contact the office again for a new license under a new reference number. 
Then our nerves gave in and we demanded an official statement from the bank, to which XXXX of the bank employees printed out their internal correspondence with the management, cut off all contacts and gave me a piece of paper, probably just so that we would leave them alone ( attachment XXXX ). 
I wrote to the XXXX again with a new reference, but for XXXX years now I have not received an answer from them. at the same time I contacted you ( CFPB ) with a request for help, but to my complaint to CFPB Bank of America answer was ( attachment XXXX ) that the transfer was made to XXXX, therefore the transfer was frozen, which is a complete lie, the transfer was made to XXXX ( see attachment XXXX ). 
The other day my husband and I went to the bank again with the hope of getting some information, they told us there that they can not provide information and gave us the phone number of the XXXX Department and told us to call them. I called the wire department, they told me that they can not find this transfer and that their system was updated and that even they can not find my account in their bank and sent us again to the bank branch, where yesterday they told us that they can not help us with anything. this is the situation we have, there is some kind of mess in the bank and they are getting on our nerves and wasting our time and XXXX simply does not respond, we are going through hard times now and we really need our funds. we have waited long and patiently and now our only hope is you. 
Thank you XXXX XXXX XXXX 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 monetary relief