Business ProfileforBank of The West

This bank has the worst **************** I've ever experienced!! My mom had an account for over 20+ years. She passed away in July, 2021. I am also on her account. I transferred out what little money she had in August, wrote a letter explaining she had passed, my contact information, and a copy of her death certificate. In November 2021, I received a collection agency letter for $165, with no other prior correspondence. I called her original branch bank. The girl tells me she is unable to help me at the branch level, so gave me an 800 number. After waiting over 45 minutes to talk to someone, the girl tells me that the account is "fine" and I have nothing to worry about. As explained that it was turned over to a collection agency, she still tried to tell me that everything was "fine". When I told her to get someone that could help me, she gave me another 800 number. After two days and wasting over and 1.5 hours waiting to talk to someone, I finally got a human!! The first thing she told me when I explained the situation...."you will need to talk to someone at the branch level"!!! Seriously?? As I tried to control my frustration, I explained EVERYTHING to her again....she put me on hold to talk to her Lead. Then she gets back, all happy to give my ANOTHER number to call....to the collection agency. I firmly told her that I had that number on my COLLECTION LETTER. I explained to each person that I was willing to pay for the charge ($26) that put the account negative, and I'd even pay one overcharge fee....just remove the account from the collection agency. They had my mother's death certificate and letter explaining all activity in July and August. She said they could not, would not, help me. So after suffering the loss of my mother, now I have to have a collection agency ding on my credit report for $165. Thank you Bank of the West....you are absolutely awful. This is my first review on BBB....my not my last review of this bank.