Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
My father passed away in XXXX of XXXX. I informed Bank of America that he had passed away a few months after that. I was told to start a third-party case manager process in their system and have proof of having done so at least in XXXX, but I believeI had started the process prior to that. In addition, my brother and I had been to the Bank of America branches independently - both in North Carolina, where my father had a safe deposit box, and in New York, where I live. We went to court to get Letters of Testamentary and provided those to Bank of America along with the XXXX XXXX XXXX, all by XXXX of XXXX. We were told that was all we needed to do. Yet, when my brother went to the bank branch, he was given a hard time and was asked to jump through more hoops. At that point, he filed a complaint with the CFPB on XX/XX/XXXX, and Bank of America was suddenlymore responsive and he was able to get access to the Safe Deposit Box. We have XXXX more business relationship with Bank of America- it is my father 's bank accounts that are in the name of the trust.My brother and I are named as trustees and executors of that trust, and the process should be straightforward getting us access. I have been to the bank twice, spent over XXXX hours with different bankers, both times I was told something different. The first time they told me they had all they needed from me, but the process was taking too long and I needed to get back to work so I was told to come back when I had more time. The second time they told me that they didn't have all that they needed - that we had more hoops to jump through including that my brother and I HAD TO BE AT THE BRANCH AT THE SAME TIME - even though my brother and I live in XXXX different states. Then I called up and spent over an hour on XXXX different calls. The first representative told me I could submit more documents online. He also said he would send me documents and instructions to guide me through yet another onerous process. XXXX and behold, their system didn't work for me so I had to call back. After being unable to fix their system, representative told me that I could email them, which I did, immediately, on Friday, XX/XX/XXXX. I also emailed a recording of the conversation I had with the first rep who told me they were going to send me additional instructions. I had to send this recording because the second representative I spoke to had no knowledge of these documents or the promise to send them to me. Since Friday, I have not heard a word back from Bank of America after I sent thedocuments ( sent to XXXX XXXX ). As a reminder, just on my end, I have spent XXXX independentdays in the branch, and XXXX phone calls and an email to Bank of America, totalling about XXXX hours of my time. I can't account for how much time my brother spent previously, but it's probably in the lastCPFB complaint. Bank of America is more than aware that the person whose account that was, my father, is no longer alive. They also know that the rightful owners of those accounts are myself and my brother and they have the documentation that proves it. They don't need anything else, and no other financial institution has had a problem providing us access since it is clear with perfectly adequate documentation ( they already have the death certificate, for instance ). For some time now, they have been committing conversion, making it extremely burdensome for me and my brother to access our money, while they benefit by earning interest on it. I need them to get us our money immediately, preferably with interest since they've been holding it unlawfully for too long. The CFPB has been great and your intervention seems to be the only way Bank of America does their job.Please help ASAP. My time is valuable as is the money, which is certainly not theirs to hold onto.

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