Business Profile

Bank

BNY

Headquarters

Complaints

This profile includes complaints for BNY's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/15/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This bank is my investor on my mortgage and refuses to help me . My loan servicer is ************** . They keep telling me your bank will not allow you to help me with a repayment plan or a modification. I contacted your bank before and was told to contact ******** ******* at Shellpoint mtg , But she says Bank of New York Mellon will not allow ********** to help me . ********** says you are investors and ********** cannot do anything that arent in investor guidelines. So this is why I am filing this complaint. No one will help me and I am being forclosed on because my investor will not allow ********** to help me . We got behind on my mortgage when my husband was diagnosed with a terminal illness . We were trying to pay for medical bills and medication. My husband is in home hospice care, he is dying , we are behind on our mortgage, they gave us a repayment plan with ****** down payment. We dont have these amount of money , ********** will not help us , please please you are our investor , please give us a lower down payment and more months to pay . Please help us , my husband is very sick. We want to keep our house and can pay our monthly payment, please we just need help with arrears . Please help us to keep our home . Just a much lower down payment and extra months to pay . I understand this is your investment and we would not default again , the primary loan holder was diagnosed with a terminal illness. We got behind because of medical bills and medication. We did not do on purpose. To you this an investment but to us this is everything, we need our home , my husband is dying. Please contact ********** on our behalf and allow them to give us help . Please my husband is a disabled ******* Retired Veteran. Please have compassion, please allow ********** Mortgage to help us. Our account number is **********. Thank you
Business Response
Date: 04/30/2025
Re:      ******** ***** ***************************************************************************** (the Property) Complaint ID #********

            We are in receipt of your correspondence directed to The Bank of New York Mellon,in connection with the above-referenced Property, a copy of which is attached.

            The Bank of New York Mellon, formerly known as The Bank of New York (the BNY),has completed its investigation concerning the matters specified in your letter (the Letter) related to the above referenced Property. BNY, as trustee for one or more ***** trusts (the Trust), but does not service or have the responsibility to foreclose on, or respond to concerns related to, the mortgage loan (the Mortgage Loan) secured by the Property under the Trusts agreement (the Agreement).

All servicing practices under the Agreement, including decisions concerning foreclosure, modifications and enforcement of the Mortgage Loan, fall solely under the authority of Shellpoint,who is the master servicer for the Trust (the Master Servicer).

The Master Servicer has advised that any questions concerning its servicing decisions related to the Mortgage Loan be directed to ******* ***** at ***************************;**************************************************************************

                                                                                                            BNY
Initial Complaint
Date:07/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the sole trustee of my parents trust account. Both have passed away.I have been trying to close out the account they had with ************************************************** months of trying - BNY insists I get a "Medalian Signature" to guarantee the transaction. I cannot get one - few banks offer it - I have an account at Chase - they do have someone - but my request was rejected because it was a death claim.While I understand the need for security, there are MANY alternate ways to ensure my identity and the validity of my claim. To discuss this with a BNY representative - I usually wait at least 30 minutes on hold. No direct phone number or email to a representative who will follow through with my situation. Please help me resolve this issue!
Business Response
Date: 07/22/2024
please provide more information about this complaint. We need Parents name, so that the response can be made correctly.
Initial Complaint
Date:04/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
a security has been given to corporation ( asset - backed securities unit ) & ( ****************** and I have received nothing in return. (It is unlawful to maintain or extend credit to or for any customer without collateral or on any other collateral than securities) - securities exchange act of 1934securities fraud has occurred. As I was the one who extended credit per supreme court case law "A national bank has no power to lend its credit to any person or corporation . . . ***** v. ************ ***** SEC filings clearly go over what happens after the security is taken custody of and which is sold to make money for the institution. My credit card should be issued because the bank was paid and I was not. Hopefully this can be resolved without me moving forward with the administrative process. it involved my social security number so it is a, security ( it cant be refuted ) a extension of my own credit A Private Banker is a Financial Institution; Unincorporated Banking Institution; and **************** pursuant to 31 U.S.C. 5312. i issued a note legally, securities holder definition is attached to complaint. you are the trustee of ****************
Business Response
Date: 04/09/2024
Re:   BBB Case Number: ******** (the Complaint); ********************************** (the Consumer)

         To whom it may concern:

         The Bank of New York Mellon, formerly known as The Bank of New York (BNY Mellon), has completed its research of the Complaint.

         BNY Mellon acts as the trustee for one or more **************** credit card receivable transactions (the Transactions), but does not service, or have authority to service, any related credit card debt. The servicer is the party who is required to service all related credit card debt, which includes, among other things, responding to consumer concerns about such credit card debt and any charges or fees associated therewith. Please note that the Consumers request for BNY Mellon to send the Consumer money or issue a credit card is not based on any rights that we are aware of under the Transactions which we service.

         The servicer has advised that any questions concerning such servicing practices or decisions related to applicable credit card debt or card issuance be directed to ******************************************************.
Additionally, we request that you refrain from creating and submitting documentation, including but not limited to 1099-C Cancellation of Debit documentation with BNY Mellons information.
Initial Complaint
Date:03/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need help BBB with BNY MELLON they recently replied to a complaint I filed regarding their indentured agreement with *********, *** and their duties under that indenture. BNY MELLON responded to some of the complaint but did not understand the part where if performance cant be met return my financial asset that has monetary value and is not a gift. I need help with receiving my registered security I sent registered mail from BNY MELLON. BNY MELLON this complaint is in reference to my registered security that I have equitable title BNY MELLON needs to return my property. BNY MELLON does not have my consent to transfer or traffic my property and immediate restoration is needed
Business Response
Date: 03/28/2024
Re:   Case Number ******** (the Complaint),************************************* (the Consumer)
To whom it may concern:
         The Bank of New York Mellon, formerly known as The Bank of New York (BNY Mellon), has completed its research of the Complaint.
BNY Mellon acts as the trustee for one or more ************** transactions (the Transactions), but does not service, or have authority to service, any related debt or address privacy concerns. *********, **** is the party who is required to address all related debt and privacy concerns, which includes, among other things, responding to consumer concerns about such debt and any charges or fees associated or privacy concerns therewith.
Additionally,we request that the consumer refrain from creating and submitting documentation, including but not limited to 1099-C Cancellation of Debit documentation with BNY Mellons information.
********** **** has advised that any questions concerning such servicing practices or decisions related to applicable debt or privacy concerns be directed to *********************.
BNY Mellon is unable to validate the securities under the Transactions and, given this, is unable to take any action regarding such securities at the consumers request. Please note that the consumers request for BNY Mellon to send them money is not based on any rights that we are aware of under the Transactions which we service.

                                                                                    The Bank of New York Mellon
Initial Complaint
Date:02/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have sent/transferred my payment to AMEX for my account and as their trustee and paying agent you have a duty to make sure it is paid and applied. My payment coupons are being redeemed but payment not applied to my account.I am filing this complaint today to try and rectify this matter before I whistleblow and file a complaint with the Securities and ******************* and the ****
Business Response
Date: 02/21/2024
Re:   Correspondence related to debt AMEX, Case Number ******** (the Complaint)
To whom it may concern:
         The Bank of New York Mellon, formerly known as The Bank of New York (BNY Mellon), has completed its research of the Complaint.
         BNY Mellon acts as the trustee for one or more **************** credit card receivable transactions (the Transactions), but does not service, or have authority to service, any related credit card debt. The Servicer is the party who are required to service all related credit card debt, which includes, among other things, responding to consumer concerns about such credit card debt and any charges or fees associated therewith. Please note that the consumers request for BNY Mellon to send him/her money is not based on any rights that we are aware of under the Transactions which we service.
         Additionally,we request that you refrain from creating and submitting documentation,including but not limited to 1099-C Cancellation of Debit documentation with BNY Mellons information.
         The Servicer has advised that any questions concerning such servicing practices or decisions related to applicable credit card debt be directed to ********************************************.

                                                                                    The Bank of New York Mellon
Customer Answer
Date: 02/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
My request was not to ask of you, the Trustee, to send me money or make payments to me. My request and complaint was that according to your agreement with AEXP you are to act in best interest and on behalf of the holders, which is what I am. My complaint was that my note/certificate is being redeemed but my collection account is not being credited. If you do not comply or act in my best interest I will have to report you and AEXP to the *** and SEC because I bartered a security with you and you are choosing not to barter with me in return.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**********************
Initial Complaint
Date:02/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
************* has received thousands of dollars from me and I demand restoration. Privacy act 1974 my nonpublic personal information was transferred to BLACKBAUD,**** and BNY MELLON without my knowledge or consent. I have just realized that Im paying a non affiliated third party that has my private information along with security interest in property and it is being administered without my consent. Through my course of dealing I thought I was paying my sons school directly and found out its a non affiliated third party with no consent to have or collect on an alleged debt. I mailed a registered security #************* to BLACKBAUD,**** Trustee over at BNY MELLON the address found on the ****** The zip code was non deliverable at ***** but showed as ***** With intentions of redemption or exchanging for a new issue. I have never received any information from BLACKBAUD, **** or BNY MELLON in regards to my account or securities and my security entitlement thereof. After communicating with *************. i realized I have a commercial book entry with proceeds evidenced by the statement of amounts owed and as an entitlement holder with an interest in the property i demand restoration. I rescind and revoke my signature and the security interest attached that was transferred from my sons school without either receiving consent or permission to traffic my non public personal information. BNY MELLON locate registered mail# *********** and perform obligations stated in the indenture through the *** and SEC binding agreements and if obligations cant be performed return registered security back to location it was sent from
Business Response
Date: 03/01/2024
Re:   Correspondence related to debt and privacy,Case Number ******** (the Complaint)
To whom it may concern:
         The Bank of New York Mellon, formerly known as The Bank of New York (BNY Mellon), has completed its research of the Complaint.
         BNY Mellon acts as the trustee for one or more ********** ****transactions (the Transactions), but does not service, or have authority to service, any related debt or address privacy concerns. *********, **** is the party who is required to address all related debt and privacy concerns, which includes, among other things, responding to consumer concerns about such debt and any charges or fees associated or privacy concerns therewith. Please note that the consumers request for BNY Mellon to send him/her money is not based on any rights that we are aware of under the Transactions which we service.
         ********** **** has advised that any questions concerning such servicing practices or decisions related to applicable debt or privacy concerns be directed to **********************
Customer Answer
Date: 03/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because BNY MELLON did not address the registered security sent to the financial institution. Address the return of the registered security back to sender. It was delivered registered mail and is not a gift. The request was in the original complaint to return registered security if obligations cannot be performed

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************************
Initial Complaint
Date:12/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased this car from the auction and have been unsuccessful on retrieving a lien release. We have called several times, sent emails, and left various voice messages, to no avail. We need a lien release as we are having legal issues with the person we sold it to because we cannot get a proper title without this lien release. I have attached a copy of the Bill of Sale showing we are the owner of this vehicle.Your urgent attention is greatly appreciated. You can overnight to us with our Fed Ex acct No.: ********* If you have any questions feel free to give me a call: ****************** **********
Business Response
Date: 01/02/2024
The information that they are seeking is not with BNY Mellon. It is with ***** and have been told that they sent the complainant the lien release they wanted.
Initial Complaint
Date:09/06/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an ex employee of Bank of New York. On or about March 27, 2023, I applied for my retirement and requested that my stock ownership and 401K funds be transferred to my investment broker ************ All pertinent documents were properly completed and submitted and the Bank was expected to do the needful. However, even after a number of calls to the *************** administrators, my pension funds have not be released nor have I received a satisfactory answer to my frequent inquiries. When asked if there is anything else I need to do on my part, all answers are no requirement has been met. At this point, where I should have received my pension, its been months since and yet no response or action is in sight. I need assistance in resolving this matter as clearly on my own I am failing to reach a conclusion with BNY and their Pension administrators.
Business Response
Date: 09/21/2023
Can we please have additional time to respond thoroughly to this complaint?
Business Response
Date: 10/10/2023
A response letter was mailed directly to ******************************
Initial Complaint
Date:04/17/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ************ Bill *** to ******** the address on bill is ** *** ***** ****** ** *****. The Bill *** check from ************ Corp was sent to that address and was made out to *************** not to Bank of New York BNY Mellon! I have called numerous times and no one has returned my call. My ***** ************, has called numerous time over several days and has never received a reply.I need BNY Mellon to return the money that your firm incorrectly deposited. There was two Bill *** checks deposited by your firm, both clearly marked for ************** and containing account numbers to which they pertained. Check #**** $141.70 and Check #**** $127.86. Please return my money ASAP. ***************************** ************ *********** ** *****. ************ Thank you,*****************************
Business Response
Date: 04/17/2023
can you please provide more information of proof of BNYMellon actions.
Customer Answer
Date: 04/18/2023
two checks addressed to ************** with account numbers were deposited by BNY Mellon. The checks were clearly marked for **************. I have made numerous calls to BNY Mellon and my ***** ***************** and there have no response from BNY Mellon. I need my money returned as well as late fees and interest.

Thank You,
**********************
Business Response
Date: 04/24/2023

Please inquire with ******* directly to verify that they have received the payment.

Customer Answer
Date: 04/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
Date:12/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband receives royalty checks from abroad, this bank (NY Mellon) is used by ours (USAA) because oursis not an international bank. There has never been a problem until this past check that was sent, Mellon they took $718.00 out of it. This has never ever happened. I wrote to them and no one even so much as replied. I've heard they lie about exchange rates and have had to return millions to people. We don't have a lot, but this $718.00 they casually lifted from us is unbelievable. I looked at the exchange rates as always to see what amount would be expected and this certainly was way over the top. I'm furious that no one reached out after contacting but not surprised because who the **** are we and what can we do about it?I have attached the communication with Universal, I also called USAA, they say it must be NYMellon side because that's where the money goes through first. I would like for these people to send us the money. It's inexcusable really. Thank you BBB
Business Response
Date: 12/23/2022
******************,

The complaint in question do you know if it is reference to a Wire that BNY Mellon would have been the intermediary for? Was the transaction done in her name or her husbands name? What was the date of the transaction?

Any information you can provide will help me search quicker.
Customer Answer
Date: 12/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
To answer their questions please see the following:
1. Yes, the BNY Mellon is the intermediary bank for USAA to receive international wires through. As I stated USAA is not an international bank, this has never happened all the years of transfers.
2. The transaction was in my husbands name
3. The date of the transaction was November 3 2022
In addition I provided screenshots of the senders info as well as the amount and dates, if they would look.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Customer Answer
Date: 02/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
BNYM needs full payment instructions- ordering customer name and ac: Please see the attached Invoice for Universal (date: 10/15/2022) in the amount of ********* Euros for the payment period of 30.09.2022 (Sept 30 2022). Every Invoice is sent with banking instructions as to sending via wire transfer. (see the second page of the attachment).
sending bank: Commerzbank AG Kantoor *********/ Bank no: ******** / Account Number: ********** / Swift Code: ******** / IBAN: ******************
credit bank: Our Bank is ************************* *********** **
reference numbers: Please see the attached Artist Statement. This is from Universal regarding payment to be made to ***** (******) (Date: 30.09.2022). Payments take weeks to come through, and this case the initial email was lost and a request in the form of an Invoice was sent again. The money was received November 3 2022. I have sent emails in regards to this happening. I can only add 4 attachments in this response. They are also attached in previous responses.
all account numbers etc: Please see the attached Bank Statement with account number and any other attachments for account numbers.
Since the funds have been received, can he show proof of the credit from his bank statement : Please see the attached Bank Statement from USAA in which the wire was sent (Date 11/03/2022) in the amount of $12,812.83. This is the amount we are disputing as the exchange rate would have been exceedingly high. I checked numerous exchange rates as I always do when Universal monies are due. This was a first in decades that something like this has happened. It is always, I emphasize, within a few dollars difference.
Thank you,
****

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Business Response
Date: 02/22/2023
BNY Mellon has checked our systems for a payment in the amount of $12,812.83/USD for a range of months. We are not able to locate this transaction with the information you have provided.

Since *** ******** is a client of USAA, can *** ***************************** please ask USAA for the following details:

Did USAA receive funds from BNY Mellon?
If yes, BNY Mellon needs the *** # in which USAA ABA was credited OR If USAA ac with BNY was credited, we will need BNY reference #

Also Please ask that USAA provide ******************** with any other details which will help BNY locate the payment in question.

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