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 has 17 locations, listed below.

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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: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.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:09/19/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *************************