Bank of America
Wire Transfer Problem - online banking customer service

My son has a business, and he had some unexpected expenses crop up, so he asked if we would do a same-day outside-the-bank transfer to cover him for a few days. At 2:36 P.M. On Friday, I did the online transfer. Both he and I received e-mails that the transfer was pending, but the money was not sent by Saturday morning, so I called B of A customer service. After giving numerous proofs of identity, I was told I needed a different department. That happened again, until I got to the third person, who asked 10-12 ID questions of both me and my husband, but still couldn't give us an answer! Finally, I asked to talk to a supervisor, who explained that I'd ordered the transfer too late on Friday, and the money would be transferred on Monday. Since our son needed the money immediately, we went to B of A, cashed a check for the amount, and then walked it over to our son's bank, as we should have done in the first place! B of A did cancel the transfer fee, but could not cancel the transfer. The CS supervisor was pedantic and unsympathetic — far more concerned with being an apologist for the bank than with apologizing for what I was going through. All the bank needs is an alert on its system that informs the customer that it's too late for a same-day transfer. Then all of my headaches could have been avoided! The first two people I talked to were very pleasant; the last two weren't exactly rude, but more like apathetic.

Company: Bank of America
Country: USA

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