Consumer complaint received 2023-09-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Here are my notes on my interactions with Bank of America. I used some abbreviations and mentioned some names of other family members involved. Please do not hesitate to contact me for clarification. All dates are XXXX. 

- XXXX BOA letter dated XX/XX/XXXX stating need letter of resignation and XXXX  - XXXX Called XXXX XXXX XXXX for login - Need entire trust agreement ( bring to branch ) have death cert ), then added and signature card. Certificate of trust. 
XXXX XXXX ( XX/XX/XXXX ). Corrected gmail address for me. Certificate of trust rejected. EIN not matching. 
XXXX XXXX ( XX/XX/XXXX ) speaking with XXXX, XXXX NY XXXX. Sent email to XXXX. Already generated a packet with another signature card. XXXX  accepted. Only sig card accepted, and then hold removed. Manager will email sig card to me. 
- XXXX ( XX/XX/XXXX ). Said we can not email sig cards, even though XXXX said we could. Said we can not access account since they only sent us one signature card. Can not access third party XXXX because we are already enrolled - XXXX Third party XXXX unable to load document. Called XXXX. No technical issues. Will mail sig cards for both accounts. Within XXXX business days. 
- XXXX XXXX XXXX uploaded both signature cards for me- XX/XX/XXXX XXXX reuploaded sig cards- XX/XX/XXXX XXXX XXXX called and was told all documents are present - XX/XX/XXXX XXXX XXXX called and was told XXXX  was not uploaded but was filled out incorrectly? 
- XX/XX/XXXX back office accepted sig cards. Question about cert of trust so sent to manager. Give until Monday to see if its been settled. XXXX - XX/XX/XXXX cert of trust form rejected. First successor XXXX so rejected. XXXX. Uploaded a new one now under review - XXXX XXXX. Confirming doc uploaded on XX/XX/XXXX. Review up to XXXX business days. Call back tomorrow. Mailed on XX/XX/XXXX trust cert. might need new one requiring notary. Thats all they need. Might have access by tomorrow. 
- XX/XX/XXXX XXXX. All documents. Mailed new docs rejected need XXXX successors. Need two sigs need them notarized. sent XXXX to me on XXXX. New EIN - XX/XX/XXXX uploaded new certs- XX/XX/XXXX XXXX access to account online - XXXX XX/XX/XXXX. Seeing docs uploaded Friday. Cant see trust cert with both names. Will call dept of financial services if I need to. Cant see XXXX XXXX. now can see. Explained there were XXXX separate sigs. Might be rejected. Initial left sign right. Please put in note that says both have signed. He sees sig cards. Additional signer forms were sent XXXX with XXXX. Sent to XXXX. He says thats it. Go to branch. XXXX will contact me by phone about XXXX. 
- XX/XX/XXXX XXXX from estate servicing stated that XXXX  does not need to be corrected. This is in a voicemail that I still have. 
- XX/XX/XXXX XXXX. Add signer cards XXXX accepted. Sig cards not accepted. UA date not present. Told I spoke with XXXX on XX/XX/XXXX. Sig card rejected. POD beneficiaries dont have to fill out. Death cert accepted. XXXX sig card needed. XXXX. After docs approved up to XXXX business days, release hold. New sig card submitted on XX/XX/XXXX - XXXX XXXX. Update the title on the accounts to reflect that we are the co-trustees of the accounts. Confirmed XX/XX/XXXX upload. Sign for trust. XXXX not successor. XXXX BOA XXXX  form sent out. Rejected after accepted remove XXXX. Sent to XXXX on XXXX. XXXX additional signer. Additional signer form for XXXX will be sent to me. XXXX- me and XXXX XXXX trustees, XXXX XXXX successor, also sig page. Resubmitted sig cards. Uploaded XXXX add signer form XX/XX/XXXX submitted new XXXX XX/XX/XXXX received letter that new XXXX  is needed in spite of XX/XX/XXXX voice mail. 
XX/XX/XXXX submitted sig cards which were submitted correctly on XXXX XXXX received letter that new sig cards were needed even though they were already completed correctly and submitted.

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 non-monetary relief