Consumer complaint received 2019-06-11
Company: First Data Corporation
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
My adult child passed away on XX/XX/XXXX. As we were grieving, we did not attempt to settle the estate until XXXX of XXXX. There were three financial institutions we had to contact to request account closing and estate assets. Two of the organizations released our son 's assets to us with minimum back and forth. The third organization, Money Network, received the same documents but has not released our son 's funds as of XX/XX/XXXX. 

I first wrote money network on XX/XX/XXXX, submitting the standard documents needed for claiming assets for an estate in the state of Colorado. This included a notarized affidavit, an original copy of the death certificate, a written request, and a copy of the account statement. 

I received a reply from Money Network dated XX/XX/XXXX. The form letter indicated several things : 1 ) they had received my written request, 2 ) they had the original evidence of authority ( the affidavit ), 3 ) they did not have a copy of my government issued id, and 4 ) they had received the certified death certificate. The document notes that I have satisfied three of their four criteria and that they just needed a copy of my id. This was comparable to my experience with the other two institutions. 

I sent them another letter on XX/XX/XXXX with a copy of my driver 's license. 

I received a reply from Money Network dated XX/XX/XXXX. This was the same form letter that I had previously received. The newest version showed that I had provided a government id copy, but also indicated that they did not have original evidence of authority - directly contradicting their previous letter. A note attached indicated that they did have the affidavit, but stated that it was not signed. 

The original affidavit I sent them is a one page document with two sides ( signatures and notarization on reverse ). I do not understand how they claim to have the document but not the signature. 

I sent them a final letter on XX/XX/XXXX. It explained my experience to date and included a two-sided copy of the original document. As I thought this may not be enough as it was just a copy, I also had a new affidavit signed and notarized so that they would have a fully executed original version ( if they had lost or damaged first original ). 

As with all my correspondence with Money Network, I  sent the letters through the US Post Office with tracking. On the USPS website the tracking number shows that my XX/XX/XXXX letter to the Money Network was delivered XX/XX/XXXX at XXXX XXXX and was " left with an individual ''. 

I have not heard from Money Network since XX/XX/XXXX. I should note that earlier this year ( or late last year ) Money Network sent a notice indicating that the account was being converted to a fee bearing account. As my child is deceased and there is no activity on the account they are now charging {$5.00} per month in maintenance fees. I continue to receive statements from Money Network on this account ( our son lived with us and had the same address ), including the last one dated XX/XX/XXXX. They continue to deduct this fee each month.

Company response to consumer: Closed with explanation