Nothing but headaches with this bank…

My mom died in January 27, 2026. I’m the Executrix of her Estate. She banked with TD. For convenience, I opened up the Estate bank account with them. Everything was great until they locked the account because they needed the official EIN letter from the IRS. The phone customer service said I should not need that. The branch said they don’t know why it’s locked. No straight answers. The branch I deal with never answers phones and no way to leave a voicemail. I finally get the issue rectified and the account is unlocked.

Second issue: my mother had small balances on two TD credit cards. I had paid off and closed her AMEX and Citi Card with no problem. TD said they needed proof I was the Executrix so I offered to email the paperwork. They said paper mail or fax only. Neither was an option. So I went to a branch and they called the credit card division and explained what happened. They advised the banker to email the paperwork. A few days after I emailed to ask what was going on. The banker said they gave her the wrong email address and she sent it again. I figured we were all set at this point.

Just tonight I called the credit card division again to pay off her two cards and close the accounts. They said again they need proof that I’m the Executrix. I said that that it was emailed by the branch a few times and they claim they still didn’t get it. I was irate at this point. I’ve never heard of a fraudster wanting to pay off a credit card balance, but they claimed I could have been a fraudster for all they knew.

I’ll go back to a branch tomorrow and ask them to rectify this while I’m there. I don’t understand why this is so difficult and why they didn’t get the paperwork yet. I opened an Estate bank account with the Executrix paperwork. Why can’t they look the paperwork up that way? I’ve had nothing but headaches with this bank and thinking of closing the Estate account and opening it elsewhere. Not sure what to do. I just want to pay off and close the credit cards.