Truist Bank (formerly BB&T Bank)

My mother had a checking account with Truist. She passed in February. It was supposed to be a trust account. I am the trustee. I made an appointment with the Hamilton NJ Branch - [edited].

I presented a death certificate (not a copy) and the trust documents and filled out the paperwork. he said it would be a few days. I also placed $1500 in the account to keep it solvent.

2 weeks later I called to ask why I have received nothing and heard nothing, [edited] said he looked around his desk and the paperwork had been sent back and he didnt notice. he resubmitted and another week later I had to call him again for the status. He told me that the account was not a trust account but a personal checking - and I would need to fill out trust paperwork. he said he would overnight it to me - UPS. 2 days later I had still not received it. Called back, he said he just (that day - 2 days later) sent it out because UPS hadnt shown up. He did not bother to drop it off at any of the hundred UPS stores around.

So now, over a month after I went to Truist, I have no communication, no ownership of the account, no status, and no $1500.

When I call, they either dont answer, or hang up. I called corporate Cust Support and they said only the branch can handle. the p called the branch and when she handed it over to me, they hung up again.

I called for 20 min straight until a woman finally picked up. I asked for [edited]. She said he was busy. I then asked who the branch manager was - a name. Her reply was that the manager was out today. I said that I didn't ask that - I simply wanted a name. She then said that the manager would be out all week, I again said that I never asked her status or location - I want her name. It is apparently Lilly - and like Prince - no last name was given. I left a message for Dan to call me back immediately or I would have to take action, He never called. I need access to my account to pay trust replated bills. if they go overdue I will hold the bank responsible for the overages.

FYI - I am a senior Director at [edited] - a global bank. If these people worked for me, they would no longer work for me!