Consumer complaint received 2026-01-14 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: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC

Complaint narrative:
this was sent to Bank of America : Date : XX/XX/2025 Subject : Request for Administrative Record Review Estate of XXXX XXXX XXXX ( Estate ID : XXXX ) To Whom It May Concern, I am writing on behalf of XXXX XXXX XXXX, the Executor of the Estate of XXXX XXXX XXXX. We are trying to complete the required estate filings here in South Carolina, but we have been unable to do so because Bank of America has not provided the documentation needed to close the estate. 

There are several areas where the information is incomplete or simply unknown, and we need the administrative record to understand what occurred. 

1. Revised Power of Attorney A revised Power of Attorney was accepted while an existing POA naming XXXX XXXX XXXX was already on file. We need to understand : when the original POA was revoked what documentation supported that revocation who submitted the revised POA whether any capacity verification was completed 2. Addition of a CoOwner XXXX XXXX was added as a co-owner during a time when XXXX XXXX XXXX was in hospice care. We have no documentation explaining this change. 

Please provide : the policy basis for adding a co-owner under those circumstances the documentation used to approve the change any internal notes or approvals 3. Handling After Death XXXX XXXX did not notify the bank of the death of XXXX XXXX XXXX, and the account remained active after the date of death. 

We need : the date the bank was notified and by whom any internal notes or flags related to the account after the date of death the reason XXXX XXXX continued to be treated as the only authority 4. Unknown Account Activity Because the executor was not notified of changes and was not given access to the account, he has no visibility into what activity may have occurred before or after the date of death. This includes : unknown deposits unknown withdrawals unknown postdeath activity unknown changes in authority unknown internal reviews These unknowns prevent the executor from completing the required filings. 

We need : a full transaction history for the 18 months before and after the date of death the source of all deposits internal notes explaining why the executor was not contacted 5. Conflicting Instructions When the executor attempted to settle the account, he received conflicting instructions and repeated delays. This has made it impossible to complete the estate process. 

Please provide : internal notes documenting these interactions the policy basis for the instructions given the reason the required records were not provided 6. Impact on the Estate The executor can not complete the required filings without the bank records. The lack of notification, documentation, and transparency including the absence of any information from XXXX XXXX, who held herself out as co-owner has put the estate at a standstill. 

We need to understand : why the executor was not contacted when the estate process began why the bank continued to rely solely on XXXX XXXX why the required records have not been released These records are necessary to close the estate. 

Requested Documents Please provide the full administrative record, including : POA acceptance logs ownership change documentation capacity verification death notification logs internal notes and compliance flags transaction history with deposit sources any internal escalations Please confirm receipt and provide a timeline for response. 

Sincerely, XXXX XXXX On behalf of XXXX XXXX XXXX, Executor of the Estate of XXXX XXXX XXXX XXXX, South Carolina XXXX XXXX Primary : XXXX Secondary : XXXX

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