Consumer complaint received 04/21/2016 about Bank account or service (Other bank product/service) with SUNTRUST BANKS, INC. (NY).
Issue: Account opening, closing, or management

Complaint: My mother passed just 5 years ago. She had lived in XXXX, and XXXX with my younger brother which they both owned. I have an older brother in XXXX XXXX, XXXX. She had made a will over five years earlier and aways had taken every opportunity to explain it contents to all of us at family gatherings. As she put it, I do n't want any trouble about this after I 'm gone that 's why I 'm repeating this. The will stated my younger brother receives the house, I would receive what money and savings bonds left. My older brother would receive nothing, as he asked for and received his share of her estate years earlier. My did not think the will was enough to protect me, so she created, with SunTrust Bank 's help, an irrevocable trust in my name. This was n't all, she engaged SunTrust to " take care of everything '' when she died. We would n't have to do anything. 
After my mother passed and laid to rest. My brothers and I went to the office of SunTrust in XXXX. My brothers asked a financial representative there how to proceed to close the estate. The rep " XXXX XXXX '' told my brothers were told they could never receive any part of her estate. XXXX did not divulge the trust to them. After they left I told XXXX who I was and said " the trust '', he nodded. 
A few weeks later, my younger brother and I were to engage a lawyer " XXXX XXXX XXXX '' and while I was waiting for him, He rushed out and went with out me, after flying down to XXXX He later apologised by saying " he forgot ''. 
We were all three made " Administrators '' for my mothers Estate. I contacted the bank by phone, faxing my letter of " Administration '', I learned there was no trust irrevocable or otherwise. So I went back to XXXX, XXXX with a friend and proceeded to the bank with my papers and spoke with XXXX XXXX VP. She told me that all the trusts were transferred to XXXX, XXXX. I went to XXXX to verify this and they laughed and said of course not! ... I went home, I called the main office, I believe in the state of XXXX. 
I found that no death certificate was filed, I asked how to file and was told send a copy to their office, I did and was notified a copy was no good and corrected the matter. I figured this must be the problem and I was wrong. This is where I contacted the FDIC they told me they would investigate. They did and found out nothing. A few weeks later, I went back to XXXX and I found the people I had been dealing with were let go or about to be. I had spoke to different lawyers not knowing who to trust but I heard how you could end up with nothing after the layers are paid. My mother did n't trust lawyers either, hence why she used SunTrust 's end of life services. I believe the trust was transferred to another branch. At one point I requested all copies of my mothers checks going back five years. XXXX XXXX said " no problem '', she took my address where to send it. 
After a considerable wait I called XXXX and asked why I had n't received the copies. 
XXXX told me " we tried to call you ( my cell ) and could n't get in touch and she sent them back. I asked her to resend them and this time she told me it would be {$20.00} per checkup front. I was trying to find the lawyer who made her will, knowing she would pay by check. So, in my mind our lawyer " XXXX XXXX '' was working against me even though he told us he had to represent us equally. 
So, where is the " Irrevocable Trust '' and end of life services my mother paid for, meanwhile it 's been almost 5 years.

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