Consumer complaint received 2025-06-20 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: IL

Complaint narrative:
I am the affiant on a small estate affidavit for my late fathers account with Bank of America. We initiated the small estate claim on XX/XX/XXXX. Since then, we have submitted all requested documentation. Several of these documents were initially rejected and required corrections or resubmissions, which we promptly provided. Once the revised paperwork was accepted, we were informed that the case would move forward to the next phase of approval. However, during this stage, a new issue was raised the death certificate was deemed insufficient because it did not list the deceased as a widower. 

The death certificate was amended per their request and a letter of instructionthey have repeatedly changed their requirements and delayed disbursement of the funds. 

Here is the timeline : XX/XX/XXXX All required documentation submitted. Letters of Instruction, Small estate affidavit, and account closure request, drivers license, certified death certificate XX/XX/XXXX Letter of instruction and small estate affidavit revised and resubmitted. 

XX/XX/XXXX Death certificate denied After the claim was denied, I escalated the matter to a supervisor, XXXX XXXX, who informed me she would contact the Legal Department for clarification and follow up with me by Thursday, XX/XX/XXXX. That call never came. I left multiple messages, but received no response. Due to her being unreachable, I contacted the Estate Department directly. Several representatives attempted to reach both XXXX XXXX and XXXX XXXX ( who was assigned to the case during Phase 2 ), but were also unsuccessful. In total, three different customer service agents were unable to reach either party, and I was no longer granted access to a supervisor for assistance. 

XX/XX/XXXX - Death certificate amended by County Clerk, certified. Uploaded to case. 

XX/XX/XXXX I contacted the Estate Claims Department to inform them that the requested document had been updated and was available for review. While they initially accepted the document, I was then told there was an issue with the Letter of Instruction specifically, that the other individual named on the affidavit would also need to submit a copy. That additional letter was submitted the same day, as requested. 

Later that day I was told the account was closed and that disbursement would happen within 35 business days. 

XX/XX/XXXX I checked the portal, which still said " under review. '' I called again and was told the prior instruction was incorrect, and that as the affiant, only my letter of instruction was necessary rendering the weeks delay unnecessary. 

This ongoing inconsistency has caused emotional distress and unnecessary delays in accessing funds I am legally entitled to. Every time I meet their requirements, new ones are added or changed retroactively.

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