Complaints

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• Initial Complaint

  Date:04/01/2025

  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.

  My children are beneficiaries of my late Uncle's trust. They never received any terms, accounting, or any kind of document from the bank. 6 months after his passing, I called them to see when or if they were going to notify them, and once I told the acct manager there was a minor child, she did confirm that all children are listed. At this time, she told me she had not began working on trust because she was too busy with other estates and she needed time to get things done. She also stated she had not tried to reach out since she was not working on the trust at that time. She was to send me terms, any amendments, and accounting on behalf of my minor child, and never did. She refused to send the same documents to my older children, stating she was too busy with other estates, and then refused to provide a timeline of when she would be able to release those docs. She also lied to my Son, stating she could not find him to send him the docs, contradicting what she told me during the first call I initiated, the call was overheard by my oldest child. If she was really looking for him all of this time to send docs, she had the perfect opportunity when he contacted her shortly after my initial phone call, but chose to say that the terms were not ready. Something we have learned to be entirely untrue. The terms have been ready and signed since 2019. I hired a lawyer on behalf of my children, and she ignored his phone call for 1-2 weeks. He was preparing to send the demand letter for docs, when i sent her a short email asking for docs, again. She ignored me and reached out to my oldest child, asking if the man who called was our attorney, my daughter confirmed the info and told her to send the docs that day. The acct manager did send the docs at that time. The accounting is vague, no acct number, and once we received the accounting, she sent a new one about a week later, adding in 30K from a DDA account. We have asked them to step down and appt our lawyer, they refused.

  Business Response

  Date: 04/10/2025

  We acknowledge receipt of this complaint. The
  subject matter of the complaint in substantial part relates to complex issues
  of Illinois law and we have retained legal counsel to represent the bank and
  assist in addressing those issues. We and our legal counsel have both reached
  out to the complainant’s attorney regarding these matters to offer a possible
  resolution, and we are awaiting a response. We are committed to resolving these
  issues fairly and equitably, while acknowledging that the matter is also subject
  to potential legal proceedings, and hence this is not the appropriate forum for
  discussion of the same. MidAmerica National Bank is committed to uphold high
  standards as a fiduciary with respect to every trust or estate it administers.

  Customer Answer

  Date: 04/11/2025

   I am rejecting this response because:
  They didn’t address one issue that I raised. Obviously, as a bank they have legal counsel, so I am confused as to why they would not address the actual concerns instead of saying it is a legal matter and this isn’t appropriate. I do not believe lying to beneficiaries is appropriate but here we are. We still haven’t been told why the acct manager chose to be dishonest, we know nothing. We just keep hearing how highly they hold their fiduciary duty, when I have proof of the opposite. I spoke to our attorney yesterday and he hasn’t heard a word from them since they sent their refusal to step down letter, and I have left a message for one of the acct manager’s supervisors after we received the letter and received no call back. While I’m aware I am not a beneficiary, my minor child is, so I am trying to act on her behalf and in her best interest. We are aware they said they would step down but only if another corporation is chosen, but we are not going to choose another corporation after this experience. All income beneficiaries agree to appt their attorney, he has no complaints against him, he came highly recommended, he has been so helpful and honest, and he specializes in estate matters/trust management. I do not know where the complaint goes from here, but the public deserves to know how their employees handle large trust accounts and how the upper management will stand behind said employee when they are caught breaching their duty. 

  Business Response

  Date: 04/21/2025

  As stated in our previous response, the matter is a priority, is being
  handled appropriately, and correspondence going forward will be managed by each
  party’s legal counsel.  Our counsel reached out to customer’s counsel via
  email on March 21, 2025, but, to date, has received no reply to that email.

  Customer Answer

  Date: 04/21/2025

   I am rejecting this response because: once again, they did not address any concerns I listed. I’m aware it is a priority as I am the one dealing with it. Their account manager has refused to provide documentation when asked multiple times, she has lied about the terms, she has given multiple excuses as to why she can not complete her duties, I have in writing, evidence of her intentional dishonesty and refusal to provide even the most basic documentation, as well as her admitting to at least one breach and stating that the other beneficiaries in the trust are her priority. They have not reached out to my attorney as I spoke to him very recently. I have left 2 messages for the account manager’s supervisor, before and after retaining counsel, and never received a call back. Now that attorneys are involved they will not interact with us, I am not a beneficiary but my minor child is, and this neglect and manipulation of her inheritance and my Uncle’s trust is unacceptable for a corporate fiduciary. I highly doubt they will offer any reasoning for their account manager’s unprofessional behavior, as we have asked why this happened, and aside from her saying that she was sorry and she knew she should have sent the documents, we have gotten no response as to why. Not one of us was cruel to her in the beginning, and aside from her being nervous during our first call, I felt our interactions were appropriate aside from once she started avoiding sending terms and accounting. Their unprofessional behavior, dishonesty, and refusal to do what they are being paid for, coupled with my Uncle’s age and disabilities, are cause for great concern. They are being uncooperative for a reason, they are being dishonest for a reason, and it seems as it may be because they are hiding some illicit behavior. If it is simply that their account manager is incompetent or needs more job training, it would have been nice for her supervisor to make a call and explain that she’s still learning her job, etc. However, that obviously is not the issue. I can understand how the bank is unhappy with me reporting them, and have attempted to make it seem frivolous but it is my job to make sure my children are being treated fairly, and when I have an account manager, handling a large sum of money, lying to me, lying to my children, refusing to communicate and cooperate, and intentionally withholding information, that is a problem for me, and will address the problem by utilizing any and all avenues available to me. It would seem to me they thought the children were not aware of their inheritance, and would not be making a claim, why else would they refuse to provide documents until approx 9 months after the passing of the grantor? They are well aware of the laws and chose to break them. They should be explaining why they have chosen to behave in this manner, instead of continuing to be evasive, and say they have a lawyer. I was aware they had an attorney when I began pursuing this, and I will continue to pursue this until someone explains to me why this happened and what the motive was. Thank you for your help.