Consumer complaint received 2023-11-07
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
My wife passed away on XX/XX/XXXX from an accidental fall. After receiving the Death Certificate I went to XXXX Bank XXXX XXXX XXXX XXXX XXXX, KY XXXX. I asked to talk to the Branch Manager and I informed her of my wife 's death. I presented to her the actual death Certificate, the Signed Will ( Not a Copy ) Marriage Licenses, ID etc. She informed me I could not close my wife 's account without a Simple Estate Affidavit. I informed her I was going back to Arizona the following day and could I get XXXX there and she said yes. After towing her car XXXX miles back to Arizona I obtained a Simple Estate affidavid from XXXX XXXX XXXX # XXXX Office : ( XXXX ) XXXX, Ext. XXXX ( XXXX ) XXXX Fax : ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Arizona XXXX I paid {$150.00} for the Document. I then went to XXXX Bank XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. I had an appointment and prented again the death certificate the will and the affidavit. He said you have everything you need and he put it in the computer and called legal and they informed me I had to take it to Probate in KY. I informed the Branch clerk XXXX that if the amount was under {$30000.00} Probate was not required. He said there is nothing I can do. I informed him I just paid {$150.00} for a document and said because I was given the wrong info I wanted a refund. I went home very disgruntled as this banking institution was giving me the runaround and costing me a lot of my time and money. I called XXXX bank to talk to the legal department myself and was given an Address only. The lady on the phone gave me info on someone that may help me and after 2 weeks this is the email she sent which was more wrong information " Hi XXXX, Thank you for speaking on the phone with me today. I wanted to follow up with you via email with information regarding legal documentation needed to gain access to any account that you are not a co-owner or beneficiary of in our system. 

If you take the Last Will and Testament to get certified in the probate court system, you will get a document titled Letters Testamentary, Letters of Administration, or Letters of Appointment. This document would essentially certify you as the personal representative over XXXX estate and it would allow us to be able to close her solely owned accounts and issue funds made payable to the estate. 

Please let me know if you have any additional questions. 
Sincerely, XXXX XXXX XXXX XXXX Events Senior Specialist I informed her again this DID NOT NEED TO GO TO PROBATE COURT its under {$30000.00}. So I finally got me a Lawyer in Kentucky and they said I just need a " Petition to Dispense '' so This is what I am currently doing BUT it going to cost me {$500.00} plus filing fees and plus the {$150.00} fee I alwready waisted my money on. THI IS ABSURD YOUR COMPANY IS TREATING LIKE THIS DURING THIS SAD TIME. AS SOON AS THI IS OVER I AM PULLING ALL MY FUNDS OUT OF US BANK WHICXH I HAVE BEEN WITH MANY MANY YEARS

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 explanation