Consumer complaint received 2022-07-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I am the executor for my mothers estate. I contacted XXXX XXXX on XX/XX/XXXX and as of today ( XX/XX/XXXX ) I have not received any communication from this company after multiple attempts to contact them again. Here are the details of my experience : XX/XX/XXXX - After being on hold for 57 minutes I was put through to XXXX XXXX in their Life Services department. He emailed a form to me to have notarized and return to him. 

XX/XX/XXXX - I submitted the death certificate, letter of testament, and a notarized Affidavit of Domicile via email to XXXX XXXX at XXXX XXXX. I XXXX assumed I would get a reply with further information, or a letter in the mail, or a phone call telling me what the process is after they received the documents but I didnt get any response. 

XX/XX/XXXX- I sent an email to XXXX XXXX ( XXXX ) and asked if he received the documents. He did not reply. 

XX/XX/XXXX- I sent an email to XXXX XXXX asking if he received the documents. He did not reply. 

XX/XX/XXXX- I called XXXX at XXXX ( on hold, no answer ) again at XXXX ( on hold, no answer ) and again at XXXX ( time on hold for this call was 1hr, 44 minutes and 2 seconds and never got through to a human being ) XX/XX/XXXX- I called XXXX. On hold for 16 minutes, no answer. So I started calling local Bank of America branches trying to contact a XXXX XXXX rep. I called four XXXX XXXX reps and left voice mail for each of them ( none of them returned my call ). The fifth rep I called actually answered the phone. I spoke with XXXX XXXX and made an appointment to see her. 

XX/XX/XXXX - I met with XXXX XXXX. I explained that I was unhappy with the lack of communication with XXXX XXXX and asked if she could find out if the documents were received and what the next step would be. She tried to contact XXXX XXXX on the phone but couldnt get him on the phone. She doesnt work in the Life Services department but said it usually takes 20 - 30 business days to process. She gave me her business card and said I could call her, and she was going to try to contact XXXX XXXX on my behalf. 

XX/XX/XXXX - 44 BUSINESS DAYS AFTER SUBMITTING DOCUMENTS I STILL HAVE NOT RECEIVED A LETTER, AN EMAIL, OR A PHONE CALL FROM ANYBODY AT XXXX XXXX. So I called XXXX XXXX again. She answered and said she would look into it and called me back. She did not call me back. 

XX/XX/XXXX - I called XXXX XXXX again, got her voice mail and I left a message stating that I hadnt gotten a call back from her and I would like a return call. 

XX/XX/XXXX at XXXX - 54 BUSINESS DAYS AFTER SUBMITTING DOCUMENTS I STILL HAVE NOT RECEIVED A LETTER, AN EMAIL, OR A PHONE CALL FROM ANYBODY AT XXXX XXXX. I called XXXX XXXX and I got voice mail again. Left her an angry voice mail asking why she hasnt returned my call. I called XXXX and of course got the automated phone system at which point I got in my car while still on hold. I drove 30 minutes to the nearest Bank of America-on hold the entire time-for a total of 54 minutes and still didnt get a person on the phone. I entered the bank and asked to see the XXXX XXXX rep. I met with XXXX XXXX. I explained to him what has been going on. He tried to call XXXX XXXX and had the call on speaker phone while we talked. He emailed XXXX XXXX and XXXX supervisor ( he didnt tell me her name but referred to her as she ). We waited for XXXX or the supervisor to respond to XXXX XXXX XXXX email, while the endless automated phone recording was on speaker phone repeating the heavy call volume message over and over and over again. Finally XXXX supervisor replied with an email saying she will have an associate call me. I asked WHEN would I get a phone call? XXXX XXXX did not know. I asked him to call her while I was there. He said the only phone number is the main call line, not her direct phone number. So I asked who his supervisor was and could he have that person contact XXXX supervisor. He said he could not do that. So I said I am going to sit right here in your office until somebody calls me. You can email her and tell her you have an irate XXXX in your office refusing to leave until I get a phone call. He emailed her again and we waited for a reply to his email or for somebody to call me. I was in his office for over an hour and the entire time the phone was on speaker phone and nobody ever answered that call. Finally he got an email response from XXXX supervisor saying somebody would call me today. I thanked him and told him if I didnt get a phone call by the end of the day I would be back in his office first thing the next day. 

XX/XX/XXXX at XXXX - I received a phone call from the elusive XXXX XXXX XXXX He told me THAT NOTHING HAS BEEN PROCESSED AND HE WOULD EXPEDITE IT AND CALL ME ON WEDS XXXX. I was very upset that nothing had been done so I asked him to give me a specific time to expect his call, he said XXXX my time. I asked him for a direct phone number to contact HIM specifically and he said it was XXXX x. XXXX. 

HE DID NOT CALL ME ON WEDS XXXX at XXXX AND HE STILL HAS NOT CALLED ME AS OF MONDAY XX/XX/11. I EMAILED HIM WED XXXX AND ASKED HIM TO CALL ME, I EMAILED HIM THURSDAY XXXX, FRIDAY XXXX AND AGAIN TODAY, MONDAY XX/XX/XXXX. HE STILL HAS NOT RESPONDED. OH AND THAT PHONE NUMBER HE GAVE ME.AUTOMATED PHONE SYSTEM THAT NOBODY ANSWERS. 

XX/XX/XXXX - 59 BUSINESS DAYSWHICH EQUALS 3 MONTHS AND 3 DAYSAND NOTHING HAS BEEN DONE. I NEED THIS RESOLVED! HOW CAN A COMPANY NOT ANSWER A CUSTOMER SERVICE CALL FOR AN EXISTING ACCOUNT? HOW CAN THEY HOLD A DECEASED PERSONS MONEY WHEN THE ESTATE HAS FILED ALL THE REQUIRED DOCUMENTS? I JUST WANT TO SETTLE THIS ACCOUNT AND NEVER DO BUSINESS WITH THEM AGAIN!

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