Complaints

This profile includes complaints for Northern Trust Company, The's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Northern Trust Company, The

  50 S La Salle St Chicago, IL 60603-1008

• 

  Northern Trust Company, The

  770 W. Northwest Highway Barrington, IL 60010-2640

• 

  Northern Trust Company, The

  1700 Green Bay Road Highland Park, IL 60035-3232

• 

  Northern Trust Company, The

  120 E. Scranton Ave. Lake Bluff, IL 60044

• 

  Northern Trust Company, The

  400 E. Diehl Rd. Naperville, IL 60563-1358

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Northern trust is trustee to my mothers will which I am a beneficiary. My mother left money for my sister and I so that we wouldnt have to struggle. Northern trust is solely worried about my familys money staying with them so they may continue to make money on my money. I have requested to use this money to purchase a home as stated in the will the money can be used for instead the trust who would like to say is paying my rent when this is MY money not theres would rather spend 40k a year to throw my money in the trash to rent then allowing me to use the money to purchase a lifelong home for my family. Also they have switched people that handle my trust and this person is the most horrible person on northern trusts staff. As she is rude disrespectful and just plain unprofessional. My first encounter with her was telling me why I should have moved across the country not knowing I went through a horrible divorce with much physical and mental abuse and I needed to get away. Instead she persecuted me for moving. I have also left messages for Mrs ****** boss and have been completely ignored. Then they tell me buying a home is a waste of money no it will stop me from paying 3500 a month for rent and allow me to spend roughly 2k per month for bills and property taxes. ***** thats saving money. Also I dont have to worry about my landlord deciding not to rent anymore. Furthermore I know this is what my mother would want being that she put it in the will. This company is horrible and they believe your money belongs to them.

  Business Response

  Date: 12/31/2024

  ***** Christmas filed a complaint with the Better Business Bureau (BBB) on December 16, 2024, which was received by The Northern Trust Company (Northern Trust) on December 17, 2024. The purpose of this letter is to address the complaint by providing an explanation of the events from the perspective of Northern Trust. For ease of reference, the details of the matter are included in this response.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am ********************************************************************** October an I was sent 2 checks for payout 1 for like $15 dollars an the other for over $1000 ******* cashed the $15 dollar check an not the other so I tried depositing it through mobile check deposit an it got rejected so I was stuck with a check with my bank name written on the back so I contacted Alight to have the payment reissued through direct deposit so I was told has to wait 14 days after updating direct deposit information so I waited until after 14 days an contacted them back an was told my money was sent direct deposit once again I received a check tried to do mobile check deposit an it was declined because there was a stop payment issued on the check so for the pass month or 2 I have been dealing with this an nothing has happen all i want is my payment direct deposited into my bank account instead of a check I have been in contact with Alight an they just keep giving me run around. 

  Business Response

  Date: 12/17/2024

  Hello, our Benefit Payments Manager advised their team needs additional information to find the account and conduct an investigation. First and last name is not enough. Kindly have the Complainant provide the last 4 digits of their Social Security Number or the client name they worked for and received the checks from. Note: Alight is an account servicer. ********************************************* is the directed payee. We issue checks as instructed by the account servicer.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22692087
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ****** my last four digits of my ssn is 4621 an I work for ********** an the checks came from Northern Trust an I also added an attachment which is the email I received from my old bank stating that the check from November 2 was returned 

   

  Business Response

  Date: 12/31/2024

  Northern Trust acts as paying agent for Alight who is the Plan Administrator for **********. Alight has confirmed they reached out directly to Mr. ****** and are working with the participant and the bank to reverse the payment and reissue to the participant. If needed, here is the general number for ****************************** ************. We believe we have helped to address Mr. ******** concerns.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22692087
  
  I am rejecting this response because:
    I need my funds and I am starting to feel like no one is trying to help each day I contact someone its always a different story an Im tired of it I just want my money and just be done with this an the company all together 
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.