Banco Popular North America Bank Account Or Service Complaint

Banco Popular North America Bank account or service department,

(CD) Certificate of deposit Account opening, closing, or management Virginia

My father died in -, 2015 leaving his assets in a trust. As successor trustee I am liquidating all of the assets and distributing the proceeds to the beneficiaries of the trust. I have had trouble doing so with - asset, a certificate of deposit with e-loan bank. I first sent the required information to what turned out to be the wrong address for the bank on - -, 2015. I resent all of the information ( death certificates, trust information, instructions ) to the correct address on - -. When I had not heard anything, I called e-loan bank around -/-/2015. I was told that the letter of instruction had to be notarized. In my previous conversations, I was not told this requirement and none of the other banks I worked with required this. I sent the notarized letter of instruction to E-Loan bank on -/-/2015. On approximately -/-/2015 I called e-loan bank and was told that my letter of instructions had not been received. It turns out that all of the offices of e-loan bank are located in - -, - - even though their mailing address is in - -, -. The representative told me they were having trouble getting mail from the - - office. I had another letter notarized and tried sending it directly to the - - office at the address I was given but it was return undeliverable. On approximately -/-/2015 I again called e-loan bank and was told that my letter had been received and had been sent to the legal department for research. When no check had been received on -/-/2015, I called once again and was told the check had been mailed on -/-/2015. It is now -/-/2015 and the check has not arrived. It is not possible to speak with anyone at e-loan bank who has any authority. There is apparently no one in the United States I can communicate with. When the account was opened, there was no indication that this bank was anything but a bank operated totally within the United States.