Consumer complaint received 2015-07-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
My Aunt passed away XX/XX/XXXX. I am Co-Trustee of my Aunt and Uncle 's Revocable Trust. My Uncle predeceased her. She has a checking and savings account at Bank of America and had a IRA account as well. 

On XX/XX/XXXX, I submitted a request to have the account funds transferred to my Aunt and Uncle 's Trust in accordance with my Aunt 's Will. No Estate is being opened for my Aunt. She was a resident of Illinois upon her death. Pursuant to Illinois Law, on behalf of the Trust, I submitted by mail to BofA a Small Estate Affidavit compliance with Illinois Law which had attached a copy of my Aunt 's Death Certificate, a copy a my Aunt 's personal assets, and a copy of my Aunt 's Will which was filed with the Clerk of XXXX County, IL. Included was a Letter of Direction which directed BofA to send a check to me made payable to the Trust. 

On XX/XX/XXXX, I received a letter from BofA relating to the IRA account requesting a copy of the Trust Agreement. On XX/XX/XXXX, I mailed BofA a copy of the Trust Agreement. Shortly thereafter the IRA funds were released and deposited into the XXXX Account. 

On XX/XX/XXXX, I received a Letter from BofA that was non-responsive to my request but instead offered condolences and asked for a Death Certificate. 

On XX/XX/XXXX, I called BofA again. I still had not received the checking or savings account funds. I spoke to XXXX at the BofA Estate Unit in XXXX and spent a couple of hours on the phone with her as she examined the documents. XXXX indicated the Small Estate Affidavit was in order but the only things BofA needed were for my Letter of Direction be notarized in accordance with their policy and a file stamped copy of the Will because she could n't locate the file stamp. 

On XX/XX/XXXX, I resent my documents with the notarized Letter of Direction and another filed copy of the Will and pointed out the file stamp of XXXX Co was placed on the back of document by the Clerk. 

My confidence that BofA had its requirements satisfied was misplaced. I received no response from BofA. Instead my Cousin who is Co-Trustee of the Trust began receiving Letters from BofA regarding my Aunt 's accounts. 

In XX/XX/XXXX, I began again. I called the BofA Estate Unit and spoke to XXXX. I spent another couple of hours on the phone while he examined the documents again and asked questions. He finally advised again that a check made payable to the Trust would be sent with a couple of weeks. 

In XX/XX/XXXX, I called the Bofa Estate Unit and spoke to XXXX and spent more than an hour on the phone. She also said that payment was coming within 1-2 Business Days. 

In XX/XX/XXXX, I spoke to XXXX again. She agreed that all was in order and that she would escalate the matter to a Manager and would follow up by phone to advise me when payment was coming. She did call my cell within the week, but said that payment was still in progress. 

On XX/XX/XXXX, I called BofA again and spoke to XXXX for awhile and got the same kind of advice. I requested a supervisor/manager and spoke to XXXX XXXX. We spent a couple of hours on the phone while he examined documents. I answered all his questions and he wanted to see my Uncle 's Death Certificate. I faxed him a copy of both my Uncle 's and my Aunts Death Certificates and he promised that payment would be coming after 1-2 Business Days. 

I called Bof A again on XX/XX/XXXX. I spoke to XXXX who said she could n't understand why I had n't received payment as it appeared it was processed and I should be receiving within 1-2 Business Days. 

On XX/XX/XXXX, I received a Letter from BofA saying it needed a Small Estate Affidavit. 
On XX/XX/XXXX, I spoke to XXXX XXXX, BofA Manager, and told her I should not have to start over. She was to call me back but instead sent another letter asking for another Small Estate Affidavit.

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