A few months ago when my cousin passed away, I became co-representative of her estate. She banked at TD Bank and I must warn anybody who might at some point in your life die, to not deal with this bank. Every institution I have spoken to so far had a very easy way to fax or mail paperwork to close an account. Every single one. Except TD Bank.
I relay the conversations for your enjoyment:
Me: I've been named Personal Representive for my cousin's estate who was a TD Bank customer and died in April. I am trying to track down paperwork that was sent to you by my lawyer to transfer money to the estate account, and we have seen no activity. I've been unable to reach the lawyer to find out exactly where the paperwork was sent and hope for your assistance.
Them: Since you are not named on the account I cannot give you any information.
Me: I don't want information, I want to know if you received the paperwork to close the account.
Them: You have to go into the branch where the account was opened and find out.
Me: Ok, can you tell me which branch?
Them: Since you are not named on the account I cannot tell you that.
Me: So what should I do? How can I find out where this paperwork is?
Them: I can't answer that question. Since you are her personal assistant, why don't you ask her?
Me: I am not her personal assistant, I am her Personal Representative, which is the legal term for executor. She is DEAD. Do you have a trust department that handles matters of estates and deaths?
Them: I am that department.
Me: You are customer service, and seem to have no knowledge about how to handle this.
Them: You can go into the branch where it was opened and inquire there.
Me: Can you tell me which branch?
Them: Since you aren't named on the account, I can't give you that information.
Me: I need to hang up now to have a seance to talk to my dead cousin to find out which branch, since your statements give no indication of it and you are an idiot.
Me: I have been named personal representative for my cousin's estate and would like to know what to do to transfer her account into our estate account.
Them: You should go to the branch where it was opened and submit the paperwork.
Me: Can you tell me which branch that would be?
Them: Since you aren't named on the account I can't tell you that.
Me: Since I can't go to this mysterious branch, can I do it over the phone?
Them: You can actually go to any branch.
Me: Ok, what paperwork should I bring?
Them: Bring your Power of Attorney.
Me: Are you aware that a Power of Attorney becomes meaningless after the person dies?
Them: Oh. Well then bring the legal paperwork that names you as executor of the estate.
Me: Is that the only document I need?
Me: What about the death certificate?
Them: Oh yes, bring that too.
Me: Is there anything else I can think of for you? Since you have not actually given me one correct piece of information can you see why I doubt that you actually know what are you talking about?
Them: I do know what I'm talking about, and those are the only things you need.
Me: Can I have your name so when I go to the bank and am missing something I can call you back and let you know?
Them: I am sure that is all there is but if you hang on for a minute I can find out.
Me: Does putting me on hold for a minute really get you more information?
Them: I will verify it while you are on hold.
Me: I suspect you will put me on hold, curse into the dead phone and then disconnect me.
Them: I will transfer you to my supervisor.
And then I had virtually the same conversation with the supervisor, no need to repeat it again.
Lesson: avoid TD Bank.