Consumer complaint received 2025-03-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD

Complaint narrative:
The Bank of America ( BOA ) location at XXXX XXXX XXXX XXXX ; Washington XXXX DC XXXX is causing difficulty by not accepting the Durable Power of Attorney ( POA ) document that was signed by my father on XX/XX/XXXX. My sister and I initially went to the bank location on XX/XX/XXXX to request processing of the XXXX ; However, the bank XXXX XXXX XXXX XXXX was instructed by the legal to team to reject the XXXX  based on the decision that the document had to be signed annually by the principal. I stated that I may need to pursue legal action to address this concern. I then returned to the location on XX/XX/XXXX with my sister with a letter stating my intent to file an official complaint withe the Consumer Financial Protection Bureau ( CFPB ), the DC Department XXXX XXXX, XXXX, and Banking ( DISB ), and to pursue legal action to enforce my rights under the XXXX Power of Attorney Act if the matter wasn't resolved. The letter referenced XXXX Code 21-2601.01 et seq., which states that a properly executed Durable Power of Attorney remains valid indefinitely unless revoked by the principal. There is no legal requirement in Washington, XXXX, that a POA be re-executed annually. Bank XXXX XXXX refusal to honor this legally binding document is causing unnecessary hardship in managing my fathers financial affairs, including the ability to manage his online access, withdraw funds, and pay his bills as authorized under the XXXX. I have request the following as a result of the interaction : XXXX. Provide written justification for rejecting the XXXX, citing the specific legal or policy basis for this decision. 

XXXX. Immediately recognize the XXXX  and XXXX me ( XXXX XXXX XXXX and my sister ( XXXX XXXX ) full access to my fathers accounts, including online access, withdrawals, and bill payments. 

XXXX. Clarify any alternative solutions, should you require additional documentation to comply with your institutions policies. 

The bank XXXX called me back later in the day on XX/XX/XXXX and stated that the there were XXXX options available per advisement from the BOA legal team : XXXX. Get the XXXX signed again by my father to designate XXXX XXXX  because BOA doesn't allow XXXX XXXX  on accounts. 

XXXX. My sister and I can come to the BOA to request funds from my father 's account, and each request will flow through their legal department for approval to spend money for any financial living or medical liabilities my father will incur due to his illness. 

My father is incoherent at this point and can't sign documents which BOA is clearly missing as XXXX major point. Secondly, having the legal team of BOA to approve each financial requests is very inconvenient and doesn't follow the DC law. At this point, BOA is leaving me no alternative than to seek legal representation to address this matter.

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