ComplaintsforNorthern Trust Company, The

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have received a notice regarding an uncashed check. I haven't received the check to begin with and when I called about trying to locate or reissue the check, I was sent to voicemail. I left three voicemails over the course of a couple of months so far with my name, number, and issue and have not received any calls back. There was not an option to speak with anybody without an extension and the only option provided was to leave a voice mail

  Business response

  05/16/2024

  The Northern Trust Company (Northern Trust) is responding to the complaint which was received from the Better Business Bureau (BBB) on May 7, 2024. GreatBanc Trust Company hires Northern Trust as the Paying Agent for Benefit Payment Services.Our role is only directed payee. For assistance with account management, please contact *********************, GreatBanc Trust Company, at **************. Following receipt of the complaint notification, Northern Trust contacted ************. ************ then attempted to contact **************** on Thursday, May 9, 2024, and left a voicemail message requesting he contact GreatBanc. There was no callback from ****************. ************ again attempted to contact **************** on Wednesday, May 15, 2024. The voicemail inbox was full, and ************ was unable to leave a voicemail. ************ then sent an email to **************** requesting he contact GreatBanc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am one of. 3 beneficiaries on my fathers trust. He passed in 2004 and for approx 14 years the original executor handled all things related to the trust. In 2018.he passed away and we decided my two brothers and I to go with Northern Trust. It was a more or less random choice but they have been around a long time so we made an uneducated decision a settled on Northern Trust. I am the youngest and only girl of us three so naturally my two older male siblings had the final decision and as I always have I just went along with them rather that trying to resist. The first person that handled all of the administrative and financial advisory details seemed like a honest upfront gentleman and from what he told us the original executor had been ripping us off the whole time. We started out receiving our distributions as agreed upon and were receiving what my dad had specified 2000 a month adjusted yearly for inflation and cost of living increases with two yearly payouts. All was well for a couple years them my oldest brother passed away. Not long after that we were abruptly notified of a new person to be taking over our trust admin and its been a nightmare ever since. Beginning with late and sporadic deposits never on time sometimes more than a week late and then if thats not bad enough the payouts went from 8-11,000 two times a year to December of 23 when we received ***** $ as payout. Eventually this new guy decided to change the terms of the trust and notified us we would be splitting the net income of the trust and without any reason or explanation our deposits went down to between 150,00 up to approx 800,00 and we cannot get them to explain they do not answer our inquiries, flat out are disregarding my fathers wishes. Currently there is over ******* in the trust. They recently changed handlers again and its the same behavior of avoiding any questions not getting back in a timely manner. We are currently moving our trust and are going to start litigation.

  Business response

  04/04/2024

  Northern Trust, as trustee of the trust, owes a duty of confidentiality to all of the beneficiaries of the trust and therefore may not provide a detailed response to a third party.  To the extent that ************ has shared information with you, Northern Trust is able to respond directly to that information only, but Northern Trust may not share any other information that is relevant to the situation.  As ************ has shared with you, Northern Trust serves as trustee of a trust of which she is a beneficiary.  Northern Trust is administering the trust in accordance with the distribution terms set forth therein.  As ************ also shared with you, Northern Trust had to adjust the distribution methodology to ensure consistency with the distribution provisions.  Although the methodology was changed, ************ continues to receive all distributions due her under the trust.  Northern Trust is working with the beneficiaries to transition the trust to a new trustee of their choosing.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I receive a Monthly Retirement Pension check; Northern Trust handles my employers ************* My check was stolen and deposited into an unknown persons (the thief's) bank account via a mobile app and deposited into a Golden 1 ************ account, Golden 1 did not honor the check and rejected the deposit. My Pension Check was NOT cashed, and funds were NOT released. Per Golden 1 ************, the check did not meet their bank criteria for deposit of funds. Check was considered a third-party check and not presented by ***** (myself) Funds were not released and deposit rejected.My Complaint is NORTHERN TRUST Located at 50 *******************************. *******, ******** Policy is a 6-month forgery investigation and will not allow me to talk to the forgery investigation department. I am not able to present documentation to assist with resolving the issue. The *************************** firmly stated policy is up to 6 months investigation, I asked for a Supervisor, I was contacted by a supervisor by the name of ****, she said policy is 6 months to investigate. I told her, the bank did NOT release the funds, the Supervisor at Golden One said, to contact them at a direct phone line and Golden 1 ************ would be happy to provide the proper documentation needed. Nothern Trust Supervisor, **** repeated, we use a third-party Forgery Investigation Company which we cannot contact, they will contact us at the end of investigation which is currently a 6-month average to close a complaint. I have pertinent information and have received documentation from Golden 1, stating my check was not cashed. Northern Trust is not interested in resolving this issue in a timely manner or offering any assistance.I am amazed a high-profile financial institution such as NORTHERN TRUST would have such poor customer service.

  Business response

  02/01/2024

  The Northern Trust Company (Northern Trust) is responding to the complaint filed by *********************** with the Better Business Bureau (BBB) and received by Northern Trust on January 18, ****.
  
  Northern Trust acts as the directed paying agent for Fresno County. In such capacity, Northern Trust processes payments solely at the direction of Fresno County and its plan administrator. Northern Trust does not provide administration or call center services to Fresno County.
  
  Our research of **************** complaint confirmed the pension check at issue was deposited via mobile app at Golden 1 ************* Golden 1 ************ presented the check for payment to Northern Trust, and it cleared. Subsequently, ************** completed a Forgery Affidavit and filed a claim on January 5, ****, with Northern Trust. The claim is still pending and currently there are no additional details. A fraud investigation can take up to six months. Fresno County has declined to issue a replacement payment to ************** pending the outcome of the claim.
  
  Northern Trust will provide monthly updates during the course of the fraud investigation to ************** to keep her informed of any progress. Following the intercepted check incident, ************** setup direct payment, which is recommended to avoid lost or stolen checks.
  
  We believe we have responded to the Complainants concerns.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to know why The Northern Trust Company, that handles my disability pension and Dental fee, sent back my letter, the envelope and my recent earnings statement without answering my questions? They also sent me information concerning a new dental plan with ***** that I have been unable to contact by internet or phone since November 21, 2023. According to the manual, that was included, the open enrollment process deadline was November 15, 2023 which was the same day the information was sent. I received this information on November 21, 2023. Which meant it was too late to enroll. My original letter mentioned recent dental work and Only then did I find out I no longer had Metlfe Dental coverage since December 31, 2022. And yet The Northern Trust Company continued to withdraw deductions for dental coverage I no longer had. I would like to know why the deductions continued after I no longer had coverage. Why wasn't I informed about this change? I had Metlife for over 20 years.

  Business response

  12/06/2023

  The Northern Trust Company ("Northern Trust") is responding to the complaint which was received on November 27, 2023. The *** hires Northern Trust is the Paying Agent for *************** Services. Our role is only directed payee. For assistance with account management, please contact the *** Service Center directly at ************. We believe we have fully addressed the concerns.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As it relates to Northern Trust as custodian/paying agent failure to respond/coordinate with ************* Benefits ************: Contacted ** Benefits as a former employee (pension plan participant) numerous times (including providing detailed documentation) before and after CPA sent a letter in May 2023 to both ** and Northern Trust as custodian for a ** Cash Pension Plan. Reps noted that info was available beyond what was originally received (i.e. Northern Trust's as pension paying agent final distribution was acknowledged and received by another institution, ******* *****). ** Benefits noted estimated resolution date is 11/08/2023 after they failed to respond to my CPA nor my request including outreach to Northern Trust as custodian for further details requested which was noted in the letters. They also stated "they didnt know who was the reporting party/agent for the ** CB LS Plan after ****". Dont understand how a *** *** pension plan for a well known international financial industry firm isnt aware of who was responsible for their employees retirement/pension plan reporting requirements after 9/11. I provided numerous details every time I called since last year including asking if Northern Trust has records that would assist after numerous calls to Northern Trust. I also reported this failure to respond issue to the ********** of ***** and to the Pension ********************** (*************). Thanks for the help.

  Business response

  08/18/2023

  Thank you for your inquiry.  Northern Trust *************** Services does not have the information being requested.  Please continue to seek guidance from Alight ********* ******************************************** or directly from Deutsche Bank.  We have notified both parties that you reached out to Northern Trust to help expedite this matter.

  Customer response

  08/21/2023

   
  Complaint: 20474442
  
  I am rejecting this response because:

  DB Benefits stated that Northern Trust was the reporting Custodian (providing asset safekeeping for our employee pensions as payee) during the timeframe of the records requested (****). Did you verify that NT was not acting in this capacity?

  The records that DB provided reflect that your firm paid out my pension benefits in 2008 (the receiving firm was ******* ***** who also has a record of this).
  

  Sincerely,
  
  ***********************

  Business response

  08/25/2023

  While Northern Trust has acted as custodian with respect to this plan, we are unablein our capacity as custodianto produce the balance verification letter that was requested. This would need to be provided by the plan administrators ************** or Alight).We understand Alight has sent additional information to address your concerns.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After waiting on hold for 55 minutes, I got on the phone with the rudest customer support person I've ever experienced in my life. I'm ***** of attorney for my sick grandmother, and after waiting on hold for 55 minutes, the person I got on the phone asked if she could speak with her. I said, yes let me bring her on the phone. Then she said, "no, I don't have time to wait I'm too busy" and then she hung up on me. She's too busy to wait 15 seconds? I literally was on the phone for 55 minutes. I would like you to track down my phone call and replay it for us together, so you can see what I experienced. Absolutely horrible!!!!

  Business response

  05/01/2023

  In order to investigate this complaint further, we require additional information from the Complainant. If this is a Benefit Payments account, ********************************************* acts as the directed payee only. At minimum, we would need the grandmothers name and the name of her retirement plan. Northern Trust does not provide administration or call center services, and call center related complaints should be directed to the servicer of the account.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get my 401K rolled over and they continue to drag the process out. They tell me I need to do this and that but it isn't correct. I have been trying to get my 401K rolled over for over 9months. I have to continue to send the check back and they will not reissue one like they say. They continue to deposit it into my account and when reissue, the check is still wrong. 9month and hours on the phone for them to not get this right and keep saying its my fault.

  Business response

  03/31/2023

  Hello, **************** - Northern Trust is responding to the complaint you filed with the Better Business Bureau which we received on Saturday, March 25, 2023. Northern Trust acts as the directed paying agent for Columbia HCA, **** (HCA) who has designated Conduent as their Record Keeper. In our capacity as paying agent, Northern Trust processes payments solely at the direction of HCA/Conduent. Northern Trust does not provide administration or call center services to HCA/Conduent. Our records show a check in the amount of $23,864.85 was issued to you on March 21, 2023. If you continue to have issues, please contact *********************** at ************ for assistance.

  Customer response

  03/31/2023

   
  Complaint: 19850222
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am executor of my ******************** She passed away in February 2022. I also handled all of her affairs as *** during her lifetime as I am her only living relative. I notified Northern Trust of her death almost immediately so payments would stop from her Merck pension. I moved to a new address in December 2022 and set up mail forwarding for all mail. North Trust is refusing to issue a **** to my new address. Multiple representatives have told me I am not the account holder so I cannot change the address, even though they have all necessary court documents indicating me as executor - which is how they acknowledged her death and stopped making payments. Additionally mail forwarding of their tax documents does not work, and the documents instead get returned to them. The representatives give me another number to call for Merck, which directs you to call Fidelity - *****'s new pension administrator. ***** switched in March of 2022, after my grandmother passed away. Fidelity was happy to change her address for me, but had no tax documents as no payments were made to her. They directed me to go back to Northern Trust, who informs me of the same information and sends me in circles. Northern Trust is refusing to issue me the tax document to my new address as executor. I am unable to accurately file a tax return for her.

  Business response

  02/28/2023

  We confirm receipt of the notification. Can the Complainant kindly provide the full name of his Grandmother. The team will need additional information in order to complete their investigation.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Northern Trust resigned as Trustee of my trusts in August 2021. Since then I have been in the process of obtaining a successor Trustee. I found a successor Trustee, Comerica, who has completed all the paperwork showing they qualify as a successor trustee. Here is the wording of the trust with regard to moving it to a successor trustee, "ARTICLE VII - TRUSTEES A) Appointment of Trustee. The Grantor appoints The Northern Trust Company, or its successor, to serve as Trustee of the Trust created in this Trust Agreement. Ifit fails to serve at any time, the Grantor appoints such other Institutional Trustee, with a minimum net worth of at least $300,000,000, as a majority of the Grantor's surviving children and the Grantor's Spouse's surviving children, or if none, a majority of the competent current adult Trust income beneficiaries (or if none, a majority of the legal or testamentary guardians of the minor and incompetent Trust income beneficiaries), shall choose as Successor Trustee." On 10/25/2022, I received a letter from *************************, the trust administrator, which stated they had created their own "standard" to move my trust (see his attached letter below). This standard is illegal, as it is completely made up and NOT found anywhere in the trust document (attached). I have not had a trustee in over a year and now they are maliciously blocking my transfer to a successor trustee with a made-up standard which is not in the trust document. **** even admits it in his letter, "You are correct that removing Northern Trust only needs to have majority according to the terms of the document but the documentation that Northern is requiring to release needs to be signed by the qualified beneficiaries stated above." There are 5 surviving children of the Grantor and his wife. I have three signatures, which is the majority need as stated in the trust for me to move it to a successor trustee. Northern Trust is acting in bad faith by going outside the trust document.

  Business response

  11/10/2022

  Good afternoon -

  The Complainant ********************** filed a duplicate complaint with the Consumer *************************** ("****"). The **** complaint was received by The Northern Trust Company ("TNTC") on November 2, 2022. Our Partners are currently in the process of investigating what happened, and will send a response to ********************** and the **** by the respond by date of November 17, 2022.

  Contact me if you have any questions.

  *************************
  Vice President * ******************************** * Corporate Compliance
  50 ******************** [M-21], ************************************** ***
  O *************** * M *************** * **************
  Best contact number is: ***************
  CONFIDENTIALITY NOTICE: This communication is confidential, may be privileged and is meant only for the intended recipient.If you are not the intended recipient, please notify the sender ASAP and delete this message from your system.

  Customer response

  11/10/2022

   
  Complaint: 18346854
  
  I am rejecting this response because:

  The company provided a non-response to the complaint itself.  Rather, they are asking for an additional 7 days until November 17, 2022 to "investigate the complaint" before responding to it.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2, 2022, I went into the ****** **. branch located at **** ******* to cash my retirement check that is drawn om a Northern Trust account. I attempted to use my Drivers License and was informed that I needed a second form of ID. Therefore, I showed my retirement ID. However, that was unacceptable. I was informed that the retirement/work ID is NOT an acceptable form of identification? Imagine my disbelief when I learned that a ***************** card with photo was? This is incredulous, which is easier to duplicate a retirement ID or a wholesale club card? Nevertheless, I complied, and it took at least 30 minutes for the check to be cashed. She had to call the back office, corporate and finally she called the pension board. She gave them the check number and they gave her the name of the person the check was written too. She finally cashed the check. Now I can assume many factors were involved, however, I cannot believe that everyone that tries to cash a check must go through this process. It was very embarrassing and time consuming. Of which I cannot get a moment of time back!

  Business response

  09/28/2022

  Northern Trust follows industry standards when cashing checks for non-clients written off of a Northern Trust account. Valid second forms of identification are required to protect the security of the Northern Trust account holder as well as the Payee. We apologize for any inconvenience caused by this situation.

  Customer response

  10/02/2022

   
  Complaint: 18044229
  
  I am rejecting this response because:  The issue is not the second form of ID, the issue is what is acceptable.  How is a work ID acceptable?  But a ****** or ***'s Club card is?  Who is responsible for your organization?  Are they aware of this foolishness?
  
  Sincerely,
  
  *************************

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