Consumer complaint received 2024-10-10 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: MECHANICS BANK
State: CA

Complaint narrative:
I am writing this letter of complaint to express my dissatisfaction with the services provided by Mechanics Bank, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, CA, XXXX. I've had accounts with various banks over the years and have never seen this level of ineptitude and discrimination. 

My XXXX, XXXX XXXX, passed away on XX/XX/XXXX of this year. I am the XXXX XXXX XXXXXXXX of his estate. I chose to have the XXXX account at Mechanics  bank for probate and opened the account on XX/XX/year>. I am the only person on the account. 

I have certified copies of letters of administration and a certified copy of orders of probate to go to Mechanics Bank, get a {$40000.00} cashiers check made out to XXXX XXXX XXXX  in XXXXXXXX XXXX The court order is very specific, as this is a bond required for probate to be frozen in an account at XXXX XXXX as ordered specifically by the Judge. 

On XX/XX/XXXX, I visited Mechanics Bank branch in XXXX to get the court ordered cashiers check from the trust account, but I faced a number of issues that have left me extremely disappointed. 

Firstly, I was made to wait while XXXX XXXX, the banking service manager while she reviewed my court documents, and was asked to sit in the front waiting area. After quite some time XXXX came out to me, no professional introduction, but approached me smiling while saying I really hope you have the documents we need in that cute little binder of yours. Her tone was inappropriate and smug. The binder she was referring to I had contained all legal documents for probate, my Fathers death certificate, bank statements, you get the picture. It wasnt just any binder, but she made it a point to belittle me and shame my binder like it was insignificant. I was really taken by surprised how blatantly rude and dismissive the entire interaction went following that comment. She was not specific on what was needed at this point to proceed with the request for the cashiers check. I sat waiting and willing to provide her what was needed, even asking for more clarification, which she was quite vague about. I then realized quickly she was not willing to be specific or cared to make this process more transparent, to which I asked her you need to be more specific. It became glaringly evident she has not seen or had experience in customers with probate and court orders. I showed her the court documents ( she was holding on to the certified copies ), but the electronic copies filed by the court she grazed over, dissatisfied they were not certified copies. I told her the only certified copies are the first page of the court order or probate papers, and the courts file everything else. At this point I got my Attorneys office on the phone to assist. I stayed on the phone with them while waiting on XXXX for 48 minutes. I got up and walked over to the side hallway standing near XXXX open area desk, with my attorneys office on the phone. My attorneys office sat on the phone waiting to send over any documents XXXX would need. She barely acknowledged me, continued to sit by her computer popping her head to glance at me. She finally did walk over and asked for a document that does not exist, my attorneys office had no clue what she was talking about. They said they were willing to send over a XXXX page document from the courts hoping there was some piece within those pages that would satisfy XXXX. After it was sent she did not acknowledge me or if she had reviewed the document my attorneys office emailed her in that moment. I felt, and my Attorneys office felt I was being purposely ignored and treated very dismissively by XXXX on purpose. 

After repeatedly asking her from the hallway where I was patiently waiting for over XXXX minutes she finally did say she got them but its not what shes looking for. I said she needs to be specific. She said they need proof I have special powers and she needed to see the attachments. She said even if my attorneys office sent them to her via email she would not accept them, they needed to be certified copies. My attorneys office said this is not normal for a bank to be this difficult let alone ask for obscure documents seeing I have a court order, I opened the trust account there myself, and I am the only one on the account. It seems as my interaction with XXXX progressed from the beginning, the requirements she wanted from me were not specific. Then it evolved to her being aloof to me like I was not important like she could care less I was stressed with no clarification or concern, then to her being slightly more specific ( but only when asked directly ). I am thankful my attorneys office was on the phone with me as a type of witness to this bazaar customer service treatment and discrimination. The poor service, non transparency, and lack of appropriate communication was appalling. 

I got to the bank originally around XXXX, and left a few minutes after five. I informed XXXX I would need to reschedule and come back but get my attorneys office more involved. She made it clear she couldnt care less, opened the front door for me to leave. I paused and asked her when she would be available inn the branch. She then quickly replied saying wouldnt be available she is at a different branch the next few days and shes really busy. I said okay then who will be available to handle this. XXXX stated a woman named XXXX will be in but her schedule is full and probably wont have time for me. This was beyond ridiculous as she was purposely stonewalling me and this was unacceptable. I happened to have my attorneys office on the phone listening the this interaction as well, as they were trying to schedule a time for my attorney to call them. XXXX was entitled and rude the very beginning to the very last moment I walked out of their branch. She consistently treated me as a burden with lack of transparency. 

I left feeling so defeated and I was unsuccessful at completing the court order to get the cashiers check for the bond for XXXX XXXX XXXX. XXXX XXXX was expecting the cashiers check the very next day by XXXX. I called them explaining the situation and they too were confused and said it doesnt sound like Mechanics Bank has a set procedure or training with their staff with Probate and Court documents. I told them my suspicions that this felt intentional and discriminatory to which they agreed. This was a massive inconvenience with court procedure to which the delay will cost me in probate. 

Friday XXXX I called the customer service number to speak with someone outside of that particular branch. I explained the situation mentioned above and asked what is the XXXX and white protocol and procedures for customers with trust accounts and probate court orders. She was nervous to answer and could not provide me anymore clarity. She referred me to go back to XXXX at that branch. I said I do not wish to do that as my experience was horrible. She suggested I contact the branch manager XXXX, to which I did. XXXX admitted he heard bits and pieces of the interaction and provided surface level help. I told him Id like to schedule a time the following week to come in and finish this. He said XXXX had it handled but he would partner with her and get this done for me. I told him XXXX had two court documents of mine that were certified copies and signed by the judge, and she never gave them back. I told him she never asked to keep them, and they are not hers to just keep, but also quite rude to not treat these documents with respect. He assured me XXXX has them in her possession and I could get them in our scheduled meeting the following week. 

Later Friday I received an email from my Attorneys office requesting me to close the trust account down at Mechanics Bank and open it up at XXXX XXXX XXXX, just as the court ordered from the beginning. I called back Mechanics bank and spoke with XXXX. I told her I have a scheduled meeting next week with XXXX and XXXX but the meeting will be about me closing the account down due to the delays. She said absolutely, she would update the schedule and tell XXXX the manager. I asked her if there are any specific documents I will need to close the account down to have her or XXXX call me as soon as possible so that I could supply them at the scheduled meeting. 

I did not hear back from anyone from Mechanics Bank about required documents needed to close the trust account down. 

It is now XXXX, the day of the scheduled meeting with XXXX and XXXX partnering. I arrived, XXXX did not oversee anything. XXXX told me to come to a desk to which I did. She had in her hand a cashiers check of {$40000.00}. I realized that either XXXX didnt communicate with her or XXXX XXXX am here not to get the cashiers check from a week ago, but this has escalated to me needing to close the account down. I got my attorney on the phone and was the go between both of them trying to resolve this whole thing. My attorney XXXX XXXX had to put in a special order for now XXXX official documents XXXX was willing to accept for me to do anything with the account. These documents are a special order, are not typically used or necessary for probate, financial institutions. I would be required XXXX XXXX XXXX hours up XXXX California to get these documents from the court house. This process is not easy and would take a week. I am explain all this for very specific reason : Had XXXX been concise and transparent from the very first time I came to the branch these documents could have been ordered. Had XXXX or anyone communicated to me prior to my meeting with XXXX on XXXX that they will in fact need these specific certified documents, I could have retrieved them in the days prior leading up to our meeting on XXXX. XXXX and anyone from the branch did not communicate this to me. My final meeting with them I spent less than fifteen minutes with XXXX. It was a waste of my time to go there once again, hour and a half drive, because nothing would have come from it. XXXX sat there with a check, very little communication. Its like she expected me to read her mind and have these obscure documents certified and ready. As mentioned above no one communicated to me to bring document x.y, z It seems with the lack of transparency from the beginning up until now I am experiencing discriminatory tactics to prevent me ( the consumer ) from completing a transaction. 

XXXX made it clear she couldnt care less, adding no sympathy and continued sign of neglect by the bank with procedures and transparency. 
I left the brief meeting inconclusive to my probate duties. I am now waiting on obtaining the documents. I can not fathom the treatment of a customer in the manner in which I have been treated. I expect clear communication, and courtesy. 

I want to further add that I am not running back and forth to these financial institutions because I want to. My father died and I have to. I am already dealing with immense grief and impossible issues after the death of my XXXX. Their poor communication, mixed messages and inability to provide a proper procedure and recourse in a timely manner all seem wrong to me. This is an extremely problematic issue and the fact that Mechanics Bank are not showing concern about what theyve put to me is unacceptable. 

I called back to mechanics after leaving on XXXX late afternoon. I wanted to get clarification on if XXXX informed XXXX I was coming to close the account and if so, what documents specifically she would need. I needed clarification so I was accurate in this complaint. I am very meticulous with details. XXXX the manager answered and said he would let XXXX know to call me back, as she was currently busy. I never heard back from XXXX. 

Additionally, I would like to suggest that Mechanics Bank improves the staffing training to appropriately handle probate and customer service to prevent future incidents like this from occurring. The behavior of XXXX XXXX and Mechanics Bank was unacceptable and has left me feeling disrespected and undervalued. I believe that this type of discriminatory behavior is not only unprofessional but also reflects poorly on the banks organizations Thank you for your attention to this matter. Please let me know if any additional information is required. Thank you for your attention to this matter. 

I look forward to your prompt response

Company response to consumer: Closed with explanation