Consumer complaint received 2025-04-25 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN

Complaint narrative:
That is twice times to complain and never got a response about the DISCRIMINATION DEAF I am the estate representative for my late father, and I have been attempting to access his account at Bank of America in order to pay for his funeral expenses in XXXX. In XX/XX/year>, I submitted all required documents, but XXXX weeks ago, I received a call informing me that the documents were not in the system, and I needed to submit them again. Despite submitting everything to the senior accountant XXXX months ago, I was told that the documents were never processed, and I was left without any explanation. During each appointment, I encountered significant issues. A senior accountant spoke on the phone for long periods ( around 30 minutes ), with her back to me, offering no explanation. As I am deaf, this made communication impossible. She only provided a Post-it note with a few words like " XXXXXXXX XXXX board, '' which was not helpful. Despite attending appointments and submitting documents, I was given no assistance or clarification. After XXXX appointment, I received a letter addressed to my father stating that the SSA had returned the SSN benefits. I inquired with the senior accountant about who authorized this action, but she did not provide a clear answer. In my last appointment, I asked her to stop the SSA issue and return the funds, but she said I needed more documents, even though I had already submitted everything. As a result of the banks failure to process the documents correctly, I had to borrow money from a lawyer to cover the funeral expenses, as I could not afford to pay them out of pocket. I am still left with an outstanding balance for the funeral, and the bank 's mishandling of this situation has placed an undue financial burden on me. I have spent significant time and money traveling to the bank, calling XXXX, and dealing with legal fees for the XXXX XXXX  documents. Now, Bank of America is asking me to go to court for the estate or executor, who has disappeared, and I am unable to do so because I am now employed. The time and effort I have already spent, as well as the emotional and financial distress caused by this situation, have been overwhelming. Request for Compensation : Due to the bank 's mishandling of my father 's account, the financial strain I have experienced, and the emotional distress caused by the delays, I am requesting compensation for the following : Reimbursement for the legal fees I incurred while trying to resolve this matter, including the loan I had to take to pay for my fathers funeral. Compensation for the travel expenses I have incurred in multiple trips to the bank. Compensation for the time I have lost attending appointments without receiving proper assistance. Monetary compensation for the emotional and financial hardship caused by the bank 's failure to properly process the documents, the delays in handling my fathers estate, and the added stress of being unable to access the funds I need to pay off the funeral expenses. If this issue is not resolved in a fair and timely manner, I will be forced to file a formal complaint under the Americans with Disabilities Act ( ADA ), as I believe I have been subjected to discriminatory treatment based on my deafness. This treatment has caused significant emotional and financial harm, and I trust that Bank of America will take this matter seriously and provide an appropriate resolution.

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