Mutual of America complaint: Will Not Provide Access to Account or Funds

I have power of attorney for my mother and am the executor of her estate. I have always used online access to handle her account. I filed a death notice and asked for beneficiary distribution. I have been repeatedly phoning them for over a year. They shut down her acccount and canceled online access, but claim they have never received any death notice or request for distribution. They will provide no contact information for any Beneficiary Claim Department staff. They say the department cannot be reached by phone. Phone calls through the 800 number require holds of 1 – 2 hours to reach the Beneficiary Claim Department. They do not return emails or phone calls as promised. A rep in the BC Department told me they are told to tell people over the phone that someone will call them back, but they are all fully aware that they will make no attempt to call back. They do not have staff hired to do that. The MoA rep told me not to believe anything anyone from the 800 number said on the phone. She finally gave me what she said was a direct line into the BC Department. It is not a valid number.

I cannot process the beneficiary distribution after a year of trying. I have no access to may account and no information of the balance. I have been told the account has been closed. I have no name to call or email for resolution. General 800 number and general email address do not respond to requests for assistance.