Consumer complaint received 2020-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO

Complaint narrative:
I was contacted end of XXXX by the XXXX County Administrators office. My Grandmother was identified as the next of kin and rightful heir. As of today ( XX/XX/XXXX ), I have been engaging with Bank of America since XX/XX/XXXX, have had over 5 in person appts. at the Bank and called over 10 times to the Bank of America Estate Department only to have everything completed incorrectly and Bank of America treating me as if it is my problem to fix for them. 

XX/XX/XXXX : Appointment with Banker XXXX XXXX at the Branch on XXXX XXXX XXXX XXXX in XXXX, CO. 

XX/XX/XXXX and XX/XX/XXXX : Emailed XXXX to ask about next steps, etc. XXXX has never responded to my emails nor returned my two phone calls either. 

XX/XX/XXXX and XX/XX/XXXX : Emailed the general estate email address provided on Bank of America 's website - no response to this day. 

XX/XX/XXXX : Late to appt - rescheduled for XX/XX/XXXX XX/XX/XXXX : Met with XXXX XXXX - completed small estate affidavit, letter of instruction and account closure, and POA for rightful heir. 

XX/XX/XXXX : I call the estate department because no checks yet. They inform me that one of the forms was not completed correctly by the banker and that I needed to go back into the bank to redo all forms. I went back into the bank that day and redid forms. XXXX promised to called me that afternoon to confirm the estate department had received and reviewed the forms for account closure. I called around XXXX ( as XXXX forgot to call me at XXXX like he promised ) and confirmed all forms were received and approved. 

XX/XX/XXXX : I called the Estate department to get an ETA on checks arrival and I was told nothing has been reviewed and released. I became very angry as I was told on XX/XX/XXXX that everything was received and reviewed. This agent put me on hold for close to an hour, reviewed all documents and approved the release of funds and closure of the accounts and that I should receive checks within 7-10 business days. 

XX/XX/XXXX : No checks have arrived in the mail, I call the Estate department to get the check mail date to track on my end. I am told that the checks were mailed out on XX/XX/XXXX but likely were not mailed until XX/XX/XXXX and would receive in 7-10 business days. 

XX/XX/XXXX : No checks still - I call the estate department to determine where the heck the checks are. Turns out Bank of America mailed the checks to the incorrect address ( failed to include " e. '' included in my letter of account closure ) ; their error. I request that they put a stop pay on the check and re-issue overnighted checks to me. 

XX/XX/XXXX : Estate department keeps giving me the run around and has escalated my complaint two times, I have been told I would get a call from an escalations manager - to this day, still no call or resolution. 

I have zero empathy throughout this experience, have wasted over 40 hours of my time managing these clowns and still do not have my cousins accounts closed. Talk about a company who has zero to no respect or remorse for those dealing with losing a family member in an already overwhelming time. I will never do business with B of A and I  will be sure to share my terrible experience with EVERYONE!!!!

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