Consumer complaint received 2017-12-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX, my mother XXXX XXXX unexpectedly. She had two accounts with Bank of America. A checking out with my dad as the XXXX and a savings account with my brothers and sisters and I as the beneficiaries. 

On XX/XX/XXXX, I took my dad to the XXXX, IL branch to start the procedure of closing the account and to deposit {$14000.00} cash into his own savings account. I found the banker to be very dismissive and at times condescending. So much so, that my dad said he wanted to go to another branch. We left having only deposited the cash into his account. 

On XX/XX/XXXX, we went to a branch in XXXX XXXX, IL. We got there 30 minutes before closing and was asked by the manager to leave and come back tomorrow for which we refused. She did end up helping us to begin the procedures for closing my mom 's accounts, but informed us that as beneficiaries we 'd have to get forms notarized and submitted to the Estate Dept. and then checks would be disbursed to my brothers and sisters via mail while mine and my dad 's would be direct deposited because we have accounts with BofA. 

Quite honestly I found that quite odd as my mom banked with several other banks. All of which, allowed us to present XXXX   XXXX and leave with our distributions within an hour. 

Nevertheless, we took the forms and on XX/XX/XXXX, all forms were notarized and submitted back to BofA on our behalf. We were told that mine and my father 's funds would be direct deposited by the XX/XX/XXXX ( because we had accounts ) and my brothers and sisters would receive their checks by mail within 10 days. 

In the meantime, I received a letter dated XX/XX/XXXX, requesting the exact documents we 'd already submitted. 

I checked my account on XX/XX/XXXX and had not received a direct deposit. I called the bank and they said that they would update the system to note that everything had been received and I should receive my funds by the XX/XX/XXXX. 

The XX/XX/XXXX comes, I check my account, I 've still not received funds. 

I check my account on the XX/XX/XXXX, my funds still are n't there, but my dad has received his funds. I call the Estate Dept. I first speak with them about {$510.00} that 's been debited from my dad 's deposit. They are unable to tell me where the money went. As you can imagine, I am frustrated, because how am I supposed to know, if the bank does n't know? 

They then inform me that someone had incorrectly marked my account for a paper check, even though my form expressly states direct deposit. I 'm informed that it will be updated and I should receive my check by the XX/XX/XXXX. I am extremely frustrated by the lack of professionalism, but I accept the rep 's apology and ask for confirmation of the shares for each of the beneficiaries as I 'm the executor of my mom 's account. I 'm told no. I ask for my share, I 'm told no. I inform the rep that I have a bank statement dated as of XX/XX/XXXX so if I provide that number can they then tell me the share, again I 'm told no. I then ask how ridiculous does it sound that I 'm not going to be told how much my deposit is? He apologizes and says he ca n't share that information. He says because of all of the setbacks, he 'll personally follow this case and call me to confirm that I 've received the monies. 

I check my account on the XX/XX/XXXX and the funds have been deposited, but on the XX/XX/XXXX I  receive another letter stating that we need to submit forms in order to get our monies. 

Not to mention that the dates my brothers and sisters were told they would receive their shares came and went and as of XX/XX/XXXX they 've just started to receive their checks. They 've also received the same two letters from BofA requesting forms that we 've already submitted. Oh and the rep that promised he would call, did not! 

Prior to my mom 's XXXX, she did everything necessary to ensure her children would receive the funds from her account in a timely manner, by designating each of her children ( as well as her husband ) on her account as beneficiaries. Bank of America has made this process so excruciatingly painful and long through their inept Estate Dept. as well as the branches, during a time when our family should be grieving and not having to call the Estate Dept. repeatedly to close an account that is rightfully due to the beneficiaries. 

I have been so disappointed in this process ( especially after going to XXXX XXXX, XXXX, and XXXX XXXX and seeing how seamless their process is. ) I 'm to the point where I am honestly considering moving all five of my accounts as well as my business credit card to a different bank. 

As a grieving child, I should n't have to argue with a bank for close to a month for monies that are due to me and still not know whether what has been issued to me is in fact what my mom left in her account. Policies need to be changed!

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