Consumer complaint received 2024-11-06 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: ME

Complaint narrative:
My mother died in XX/XX/XXXX. She had a savings and checking account at Bank of America. I went into the XXXXXXXX XXXX branch. I filled out all paperwork. I received the proceeds from her checking account but never received the savings account. I have gone into Bank of America branches ( XXXX and XXXX ) approximately XXXX, with no relief. 
I have been turned away time and time again because they are " busy '', because they dont have that paperwork, because the person who does that isnt there. Several times I have been told to come back another day. Three times I have made appointments. My most recent appointment was on XX/XX/XXXX ( a day I took off work ). I was there at XXXX, I was told to come back at XXXX... I did so and waited for as long as I could before I had to get home to take care of my children ( I was taking them to a community activity that night ). I walked in yesterday ( XX/XX/XXXX ), stood in the teller line, spoke to the XXXX XXXX  XXXX XXXX. While explaining ( again ) my need, my experience, my ongoing frustration, I saw the individual who had made my last appointment and got her attention as well. They told me to take a seat, and they would assist me shortly. I overheard them say that they would do it in such a way that I would be sent away with a check. I took this as a sign that they felt that I have been through enough and should receive my mothers money. I waited again in the lobby/waiting area, stepping aside so that other customers could be served. I was told by the woman who had stood me up on my XX/XX/XXXX appointment that either she or one of the other employees would help me shortly. The other employee was a young man who was taking some kind of financial exam on a computer, but was finishing up. She stated that if he was not able to assist, she would help me, herself, once she was done with another client. I saw both of these individuals leave their offices ( ostensibly finishing their tasks ). They spoke to the Financial manager and the woman returned to the teller line and the individual taking the test went back into his office and was told to close his door. The financial manager then told me that I would need to come back. I asked the woman if she was going to fulfill her promise to assist me and she said that she was still helping the other person ( who was in an office with another employee ). She remained behind the teller counter until I left. I, of course, had several questions and was only told, by the Financial Manager, that they could not assist me because they were going to vote (? ). I was told, again, to come back another day. I was dejected. I asked the man, if, because of my work schedule, could someone come to my work/home with the forms, as it was difficult for me to come back during business hours and that I have taken time off several times ( I used all my bereavement time trying to get this done ). He laughed at my honest question and said, absolutely not. He told me to make an appointment, and I honestly said that I dont know when my schedule would allow me to do so. I told him that I was going to file a complaint, and he was ambivalent. 
I am so tired of this. I would love to not have to carry my XXXX XXXX XXXX  with me everywhere in hopes of finding a spare moment to be assisted by the Bank of America XXXX. I have been ignored, I have been made to wait for an inordinate period of time in various waiting areas and I have been sent away while having a scheduled appointment. I want to be treated with as much respect as my mother received when trusting them with her hard-earned money. I would like to not be laughed at. I would like to not agree to accommodate their schedule and then be stood up and told to come back I would like them to meet their legal obligations to return my funds in a timely manner. If I had made XXXX trips to Bank of America to DEPOSIT money, I would have made XXXX deposits. Since I have made XXXX trips to withdraw money, I sit here, frustrated and empty handed.

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