Consumer complaint received 2022-01-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My father, an account holder at Bank of America died in XXXX of XXXX. As trustee, it is my responsibility to accumulate his assets from all accounts to distribute to his trust. Three banks were capable of distributing his monetary assets within a week. Bank of America has not distributed his account holdings to his trust. The following is what occured : I had given them both his and my mother 's death certificates and a letter of instruction for account closure and a notarized affidavit for collection of personal property in XXXX of XXXX. The did not request a copy of our trust that I had prepared. In XX/XX/XXXX I made another appointment at a local Bank of America in XXXX, Nevada to see how it was going and they said I needed to submit documents to the Probate court in California for them to make a judgment regarding his assets which were less than {$15000.00}, though no other bank asked for this. I did so in XXXX of XXXX. The court stated I did not need to do so and to take the probate documents to Bank of America. I submitted the documents to them in XXXX of XXXX and showed them per court documents it wasn't necessary. I asked if they needed a copy of the trust as all other banks had. They said no. I waited as my case was pending. Corona virus hit and it took some time for me to check up on whether they were sending a check. I called estate services in XXXX of XXXX, nine months later. They told me all documents were collected and to wait. In XXXX of XXXX, I made another appointment at a local Bank of America with an estate agent. They had closed my case due to me not asking them about it for 7 months and now required a copy of the trust and a renewed Affidavit for collection of personal property. They said it would take 4 days to reopen my case. I gave them a copy of the trust at that appointment. The next day i gave them a new notarized affidavit. They then said that all documents are now in order and I should expect a check shortly. On XX/XX/XXXX of XXXX, I called the estate services of Bank of America as I had not received a check. The estate services agent said all documents are in order and I should receive a check in a week. Around four months later, I called on XX/XX/XXXX and the estate services agent said all documents were in order and my case was pending. I called again on XX/XX/XXXX, XX/XX/XXXX, of XXXX, and XX/XX/XXXX with the same answer. Each of these calls and all subsequent lasted more than an hour. As I had yet to receive a check still, I called again on XX/XX/XXXX and the estate services agent said my case will be " escalated ''. I called again on XX/XX/XXXX and again waiting on hold for 45 minutes before speaking with an estate services agent, was told ( after waiting another 15 minutes ) that my case was still pending and that they would again " escalate '' the case. I am dissatisfied with their actually unnecessary requirements, and the incredibly long pending period and waiting on the phone. They seem incapable or unwilling to close our case. It seems also that I had no one who was an expert or actually knew what was required of me or themselves throughout the long grieving period and after.

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