Consumer complaint received 2017-09-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My husband passed away in XXXX XXXX. Each of us had a personal bank account at Bank of America. Since his account had all the bill pay features set up including our mortgage thru BofA, I would transfer funds from my checking to his checking and pay bills that way. 

XXXX XXXX, I finally notified the mortgage Dept at BofA that he had passed away. They instantly froze his bank account that had {$210.00} in it. ( Even though I just called re : the mortgage ). 

Shortly after, I started the process of dealing with the estate/assumptions Dept. I sent them every document and filled out every form they sent to me. 

Approx. 15 months ago, I had to send them an affadavit of surviving spouse and have it notarized. On that paper, I asked them to send a check in the amount of {$210.00}. 

Next, they said I needed to fill out a form since the amount was under {$500.00}. NO ONE HAS EVER BEEN ABLE TO PROVIDE THIS FORM. Literally, when the letter came saying I needed to fill out this form, the document stated to fill out the enclosed form ; THERE WAS NO ENCLOSED FORM. 

I Called at least 3 times talking with the estate Dept asking them to send me this form that was referenced, but not included in the letter. Though each person assures me they will send it and apologize, NO FORM EVER COMES. 

Last week, I again called and spoke to the estate/assumptions Dept. I synopsized the story and asked if he could please review the account so that I can finally just be done with this. 

I also added that when my husband signed up for his bofa account in XXXX, I was sitting next to him and am positive I was listed as his beneficiary. 
I also added that if they look back on his account, they will see only transfers from my account to his. 
I even asked if I could just deposit one of his signed checks in that amount into my account, since getting this " form '' was impossible. 

The representative came back on the line and said they have everything they need except for something called next of kin whatever. I asked what the notarized affadavit was for since that states I am sole surviving spouse. Obviously, that makes me next of kin. He assured me they will send the form marked " urgent ''. It 's been over a week and no form has came in the mail. If history is of any consequence, THERE WILL BE NO FORM. 

I AM FURIOUS AND FRUSTRATED THAT IT APPEARS TO BE IMPOSSIBLE TO CLOSE MY LATE HUSBANDS ACCOUNT AND RECEIVE THE {$210.00}. 

NOT A XXXX DOLLARS ... 
JUST {$210.00}. 

THE BIGGEST MISTAKE I MADE WAS TO LEAVE $ IN HIS CHECKING WHEN I CALLED ABOUT THE MORTGAGE. 

IT IS CRUEL AND UNUSUAL PUNISHMENT BY BOFA TO CONTINUE TO FORCE ME TO JUMP THROUGH HOOPS TRYING TO SOLVE THIS ISSUE. EACH MONTH WHEN THE CHECKING STATEMENT COMES IN THE MAIL, I AM FILLED WITH RAGE AND DESPAIR.

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