Consumer complaint received 2015-12-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: LA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
I am the Trustee for the estate of my aunt and sole heir for the joint-account holder of a safe deposit box. Both died 7 and 8 years ago. For 8 years Bank of America in California Bank of America withheld the existence of a safe deposit box from me, despite they were officially notified of her passing by affidavit in 2007, and only notified us this year AFTER they drilled it open and provided us an inventory which showed cash, legal docs, XXXX insurance policies, and other valuables. 

The inventory was conducted by Bank employees who failed to sign the Inventory, as required by law. All signatures were left blank. We believe they stole the contents and only sent this notice because they did not expect for anyone to be living at the same address as the box owner 8 years later. 

In good faith, the successor beneficiary of the Trust estate of Georgia XXXX, XXXX XXXX XXXX, had attempted to gain access to the contents by following instructions provided by BOA. He provided them with all documentation they requested ; they simply gave him the runaround for several months, were very disrespectful to him, even insinuated he had a fraudulent death certificate. 

As Trustee, I 'm shocked that my family has been deprived of the insurance policies for over 8 years. The assistance from BOA to XXXX XXXX has been very rude, condescending and downright evasive and racist. 

There have been numerous versions of the 'whereabouts '' of the contents ; first everything was okay and he was given an appointment to come in, then they could n't find the box, then they could n't find the contents, then they found the contents, then the contents were with the state of XXXX , when challenged, the contents were at the enterprise estate unit. Finally they advised him to contact me. Which is what they should have done from the beginning if they deemed he was n't entitled to the contents, or they should have contacted me. I 've was notified by XXXX XXXX that XXXX XXXX of BOA advised him they would not contact me. 

I spoke with the probate court in XXXX XXXX and they advised me, as the Trustee to the estate of the main box holder and sole heir to the joint box holder, to complete a small estate affidavit. In my cover letter and affidavit to BOA, I have requested they deliver the contents to a local bank in XXXX XXXX for the beneficiary to pick them up personally on my behalf upon presentment of a state ID. Today, we were notified by XXXX XXXX that the contents will be mailed or delivered to me in XXXX instead. Upon providing the contents to a third party for delivery, BOA " will no longer be liable '' for the package or the contents and we will " never '' be able to confirm what was in it the package and not in it. Under the circumstances, the evasiveness, the unprofessionalism and the 8 year delay, I do not trust the integrity of BOA employees or the process. 

I DO NOT WANT CASH AND IRREPLACEABLE LEGAL DOCUMENTS AND INSURANCE POLICIES DOCUMENTS MAILED, NOR DO I WANT TO TRAVEL TO CALIFORNIA TO PICK THEM UP TO SIMPLY HAND THEM TO THE BENEFICIARY ; PERSONALLY I DO N'T BELIEVE AFTER SPENDING THOUSANDS TO TRAVEL TO CALIFORNIA THERE WILL BE ANYTHING THERE. 

ONCE AGAIN, BOA IS REFUSING TO PROVIDE INSTRUCTION ON " WHAT IS NEEDED '' TO ALLOW THE BENEFICIARY TO PICK UP THE CONTENTS IN LONG BEACH. WE BELIEVE THE MONEY HAS BEEN STOLEN WHICH IS WHY THEY ARE BEING SO EVASIVE. IF THAT HAS OCCURED, THEY SHOULD JUST REPLACE THE CASH AND TURN OVER THE CONTENTS. 

PLEASE HELP, MY FAMILY IS URGENTLY WAITING ON GETTING THOSE INSURANCE POLICIES.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation