Consumer complaint received 2022-09-18
Company: Northern Trust Company, The
State: CO
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I submitted my 1st complaint to CFPB in XXXX, XXXX. The Northern Trust Chicago trust manager who replied ( XXXX XXXX ), I found out was no longer working at the bank in XXXX, when I sent an email to him and received a reply that his email was not valid. My subsequent calls to the bank transferred me to a line for bank employees ( as if I was an employee inquiring about benefits ), who would not tell me the name of the trust managers boss, nor transfer me to his boss, nor to the head of the bank. XXXX XXXX is who replied to my 1st complaint I submitted to you early this year, and you automatically closed my complaint because he replied ; I do not believe you investigated any of my complaint, nor his reply. In addition to my previous complaint, I want to add that I have two trusts at Northern Trust, one has been in my family for four generations. Northern is/was supposed to use that family trust to pay my medical expenses. Instead, it used my small trust ( created mainly from the sale of the home I grew up in since the XXXX ), and it often didnt make the monthly transfer, and when I asked why not, XXXX XXXX ignored me. I already reported in my first complaint that Northern was supposed to distribute my small trust to me ( per an IL Statute ) when it fell under $ XXXX in XXXX, but it did not, and it continued to use that smaller trust to make a small monthly transfer to me for expenses ( instead of using my larger family trust. Northern did not adjust the monthly transfer amount for inflation or cost of living increases, and as stated above, sometimes didnt make the transfer ( such as twice in XXXX ). I asked XXXX to increase the monthly transfer + $ XXXX because my health insurance increased {$600.00} in the previous few years. XXXX delayed for many months, and then refused to reimburse me ( from my trust ) for the price increase in the previous few years. And it played unprofessional games on me, making me call its branch in another city to verify the transfer, so I asked the amount and was verbally told that the monthly transfer stated on the screen was {$600.00} higher than the prior month, but when I checked my XXXX account online, the transferred amount was not {$600.00} higher. So electronic manipulation was done to misreport the amount. Several months later my XXXX account reported the transfer as {$600.00} higher, so obviously people are able to electronically manipulate bank transactions. I reported in my first complaint that Northern sued me as beneficiary in late XXXX, accusing me of harassing the bank & wanting me to transfer to a different bank, but it did not let me transfer to its XXXX branch in XXXX when I moved from XXXX to XXXX ( and the trust manager in XXXX suggested I could transfer to its XXXX branch ). My trust document gives me the power to transfer my trusts, but a trust attorney is needed to write the legal letters to transfer, and every trust attorney I could XXXX XXXX XXXX XXXX XXXX refused to work for me. I even contacted the State Bar Associations but was still given the run around by numerous attorneys, including an attorney XXXX XXXX XXXX  referred me to in order to transfer ( see my 1st complaint filed 7 months ago ). Do you all think this is funny, to not let me transfer for 8 years, and to sue me for 2.5 years, ignore my lawsuit replies, withhold my small trust from me, stop making discretionary distributions to me, delay nine months to reimburse me from my trust for medical expenses, increase bank fees XXXX % in order to keep me cash poor for 4 years, so I couldnt afford much of anything? That is a breach of fiduciary duty. In the last year my large trust grew to $ XXXX, yet the amount of money the bank allowed me to receive from it declined by XXXX {$20000.00}. I had to use nay retirement account for expenses. I was not able to follow my doctors recommendations to live in a warmer climate, due to not having money to afford to travel to a warmer climate in winter since XXXX. My small trust had {$2000.00} in it more than a year ago. Northern chose to not invest that cash in its money market ( it publicized that it does ), and it distributed NONE of it to me in more than a year, and it continued to deduct bank trust management fees from it, including for several months after the manager disappeared in XX/XX/XXXX without any notice. That is blatant fraud. The CFPB apparently investigated NONE of my first complaint I submitted in XX/XX/XXXX. Will you investigate them now? Will you investigate this updated complaint? Why did you assume the reply from XXXX XXXX was valid? He DISAPPEARED from the bank in XXXX, without any notice. A new trust manager began several months later. Why has Northern Trust been allowed to withhold my money from me, sue me for XXXX years, increase its fees > $ XXXX, decrease the amount of my money it allows me to receive, use the wrong trust for my expenses, withhold several monthly transfers from me for my expenses and ignore me when I asked why I didnt receive several monthly transfers, electronically manipulate my XXXX bank online account to mid-report a transfer amount, blatantly violate its fiduciary duty to me, not adjust for inflation/cost of living increases/ etc., delay many months to reimburse me for eyeglasses, not advise me about trust tac s I paid that my trust should pay, etc., etc. why has it not allowed me to transfer to another bank in 8 years? If I had been allowed to transfer, Northern would have lost XXXX {$500000.00} of fees it deducted from my trusts since XXXX. Why is Nirthern allowed to keep my small trust that now has {$1300.00} cash in it, when IL Statute states that trusts are to be distributed to beneficiaries when they fall under {$100000.00}. Why is Northern allowed to deduct any management fees at all, when no trust officer was assigned to my trusts for several months this year? The annual trust management fees deducted from my trusts are larger than the US median annual income. Why are lawyers allowed to black ball me so I couldnt sue for fraud & to transfer? Illegal surveillance of ne has enabled the fraud. My brother lied and disparaged me to the banks lawyer, claiming I wasted my small trust, and XXXX XXXX gave him money from my trust in XXXX without my knowledge, which is blatant fraud. My small trust was mis-used by Northern to pay only some of my expenses, namely health insurance, therefore maintaining my large family trust, at my expenses. My brother/his kids inherit my family trust from me when I die, so Northern & my brother have been operating to maximize my large trust for my brother, while hurting me financially. Northern also paid {$50000.00} more of its FIRST lawsuit fees ( XXXX ) from MY trust than from my brothers trust XXXX which is a violation of the IL Statute about equal treatment of trust beneficiaries, and they both ignored my written complaints about that. Please actually read my two complaints. Please actually investigate my two complaints. This is blatant fraud & abuse, continued for 14 years. I want this fraud publicized. The banks lawsuit against me since XXXX was a scam. The judge muted me in zoom hearings and the other cases she heard in those sessions werent real lawsuits, and werent even reported on the XXXX XXXX website. I need my complaints investigated, not just blindly accepting a nonsense reply by Northern. Did Northern fire XXXX XXXX? Is Northerns ceo aware of my two complaints? Is it aware of its violation of two IL Statutes & its fiduciary duty to me? Why has it wanted to keep me cash poor? Why has it not made discretionary distributions to me for anything but eyeglasses in the last five years ( and delayed 6-9 months to reimburse me for them )? Why did it make me have a mortgage and auto loans for 14 years? Why did it choose to ignore my trust document by not paying my medical expenses from my large family trust? Why did it choose to give me 2 %, esp. in the last four years, when it can give up to 5 % per year, esp. considering the huge growth of the stock market. Why didnt it do anything to compensate me for my income loss due to its huge fee increase in XX/XX/XXXX. Does it think its funny? Is it punishing me for when it over-reported the dividend yields of all its proprietary funds in XXXX, including to brokerages, XXXX, & on its website? Why hurt me financially, especially the last 4 years? I worked in market research for top companies, I received a grad degree from XXXX University. My brother wanted me to work low-paying hourly retail sales jobs, rather than my career, including in the XXXX. My health issues have prevented me from working the last decade. Illegal surveillance has been used to commit electronic fraud, including manipulating my bank accounts, phones, car navigation system, etc. My attempts to report the fraud to the FBI and police were blocked. My large trust at Northern is XXXX. My two laptops were stolen in XXXX from my house ( the people who illegally surveilled me also break into my house repeatedly and steal my property ). Northerns law firm XXXX XXXX XXXX XXXX required me in XXXX to provide it a list of all my lifetime gifts I received, despite knowing there was no reason to XXXX : inheritance tax. Since late XXXX, it was all stolen from my house, as well as other valuables and property I discussed or managed with my computer. My most valuable antiques were also ruined by movers in XXXX when I moved to XXXX, such as an XXXX century XXXX XXXX with tapestry carved mahogany settee that was my mothers prized possession. I was required to list my most valuable items before the move, then denied coverage of them afterward, and I was no longer allowed to work with the moving manager ( his sister was in my class in middle school & high school and in XXXX XXXX with me every year ), so after the move the moving co. no longer allowed me to work with XXXX in XXXX, IL, but with a XXXX  in its XXXX XXXX XXXX ). XXXX should reimburse me from my $ XXXX trust for the theft of my property and the moving co. ruining my valuables when I moved, but not covering them. The thieves even stole my clothing. My brother stole my tax returns from my house in XXXX. When I typed lawsuit replies at the library after my 2 laptops were broken by trespassers of my house, my replies were ALTERED by the people surveilling me XXXX, namely that the banks legal fees included more than {$1000.00} for Jims requests to receive copies of MY trust statements. Northerns Orivate Passport Online reporting tool was manipulated the last four years so I couldnt access it m, or view my trust information. XXXX XXXX ignored me when I asked why {$1000.00} of trust income was not transferred to me, and why several monthly transfers werent transferred.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation