I am beneficiary of some of my father's assets and also the executor of his estate. My father had numerous accounts with several institutions at the time of his death. The BB&T assets have been the most difficult by far to transact. Fiduciary responsibility was shirked through repeated misinformation and stalling tactics. BB&T/Truist has repeatedly shirked fiduciary responsibility. I encountered several instances where BB&T/Truist representatives have told me that there were no beneficiaries for IRA accounts only to find out later there were beneficiaries. On numerous occasions, I was promised a call back on the same day or the next day. Time after time this promise was broken. Instead, every time I was forced to leave many messages over several weeks to eventually obtain the promised response. This deliberate intransience and apparent disinterest are dismaying. Other intuitions have only required days or weeks to resolve transactions where has BB&T required months to complete similar activities. Unfortunately, 3 BB&T/Truist employees (1) were particularly haphazard in their work and/or highly unresponsive. BB&T IRA When I took a BB&T banking statement (checking & IRA) and court documents to the branch where my father had a checking account, I was able to convert his former checking account to an estate account. I was told that I could convert the IRA because I was not a beneficiary. (I found out later this was incorrect.) The last week of October 2020, I met with Christie Brown to identify someone to work with the Ameriprise Estate CFP to transfer my deceased father's IRA to the estate. She made copies of the court documents, gave me her business card, and instructed me to have the Estate CFP contact her. In January 2021, the Estate CFP told me that after repeated calls, she was unable to get a response from Ms. Brown. The Estate CFP said she had never had this kind of difficulty where an institution would not respond. It should also be noted, that Christie Brown incorrectly processed a medallion signature required for stock replacement. When the application was rejected, I went to another BB&T branch with the same paperwork. The branch manager at this branch said they could not apply the medallion in the way Ms. Brown had done previously. When the branch manager called her, she denied she applied the medallion in that way. In early January, I was able to get an appointment at the Friendly Branch to transfer the IRA to the Estate. In this meeting, I was informed that even though I was originally told that I was not a beneficiary of the IRA, I was actually a beneficiary. Accordingly, I could not move the IRA to the estate. My sister, my deceased brother, and I were beneficiaries of this IRA. In this meeting, I scheduled another meeting for late January to give me time to obtain a copy of my brother's death certificate. When I came for this meeting, the branch was closed. I saw an employee and got his attention. He told me they had a skeleton substitute crew but if I came back the next day, he would help me. I came back, he processed the application (death certificates, BB&T forms Ameriprise forms, etc.) while I was there. In March, the Estate CFP followed up with the BB&T office that processes the inherited IRAs. She was told that they did have the application. I sent her my copies of the original application. The process that was initiated in October 2020 with BB&T to convert this IRA, was not completed until May 2021. BB&T Securities IRA When I first talked with Linda Nance, I provided her with the court documents and I told I found my father's holdings with BB&T very confusing. I did not know which assets might go to the estate, or which assets had beneficiaries. She said not to worry that she had met several times with my father. She told me that my father had paper stock that the first thing I needed to do was to find the certificate. She said if I could not find the documentation that she would help me with the paperwork to replace it. My sister and I never found the stock. Repeated calls to Linda over several months went unanswered, so I proceeded to replace without being able to obtain her assistance. After several attempts with the insurer, I was finally able to replace the stock. It is disturbing that many, many months ago Ms. Nance did not tell me that the BB&T Securities IRA had beneficiaries when I initially asked for her help. It is also disturbing, that she never bothered to check when asked multiple times. It is even more disturbing, that the many times reached out for help, numerous calls went unanswered for many weeks. During these long periods of being ignored, I would often call Mr. Valentino. It must be noted, that he did not return ever return of these calls. Eventually, it was Ms. Nance with yet another failed promise to call me back the next day. I called local number on a statement for help, explaining that the agent and client representative were not responding; but this request would be sent back to the intransient Linda Nance, who would eventually call. Just like the timeline for the BB&T banking IRA above, the recent timeline for the BB&T Securities IRA is disturbingly unprofessional. On March 30, 2021, I called Ms. Nance to initiate the transfer the BB&T Securities IRA to my father's estate. No response. I called again on April 14, 20, 22 and 26. I finally received a response late Friday afternoon on April 30. She said needed a document from me before we could schedule a meeting. I provided the document Monday morning, May 3, 2021 and asked her confirm again that there were no beneficiaries. I also asked how we do we proceed with the IRA. No response. On May 11, I called Mr. Valentino. No response from him. On May 12, Ms. Nance told me that the next step was to meet with Mr. Valentino on May 25. I reminded her that I still needed documentation for the court for this IRA when I met with Mr. Valentino. When I met with Mr. Valentino, it was clear there was no prior preparation. He did not have the documents I requested 2 weeks in advance of the meeting. He did not have the court documents that I had already provided to Ms. Nance. He did not know how to complete the application - he called Ms. Nance many times and could not complete it. He said he would send it to me for e-signature once he figured out how to complete it. He called that evening with more questions for the application. I reminded him again that Linda still had not provided the documents required by the court. He said he would ask her to provide them. I was able to e-sign that night. On June 7, I still had not received the documents needed for probate court, so I called Mr. Valentino. No response from him. On June 9, Ms. Nance called and said I would have to pick up the documents, she could not email them. She said she would send them to the BB&T branch where I opened the Estate checking account. When I went to branch a few days later they did have the documents; they said they would call Ms. Nance and then call me - I finally received the documents on June 15; a month after requested. In these documents, I found reference of beneficiaries in the documents that should have been provided well in advance with the meeting with Mr. Valentino. I realized that his application to transfer the IRA to the estate was in error. If the documents requested for the meeting had been provided in the meeting, this mistake may have been avoided. On June 16, I contacted the estate probate attorney explaining what I thought was an error by BB&T/Truist. On June 16, the attorney sent an email to Mr. Valentino and Ms. Nance asking for clarification of beneficiary designation. No Response. As of today (6/30/21 - 3 months after the request) the question of beneficiaries and how to proceed with the IRA posed several times to both Mr. Valentino and Ms. Nance is unanswered. Given that it was highly likely that Valentino and Nance would take several weeks to respond, I called a national BB&T/Truist number [protected]) on June 22, 2021. The representative who answered the call also initially told me that there were no beneficiaries for the IRA. I asked her to look at the March 2020 statement. She said that it was very strange the way the beneficiaries were identified in the statement. She said that the advisor should be contacted and that the account beneficiary paperwork should be redone. I told her that Mr. Valentino and Ms. Nance, the agent and representative assigned to this account, were very unresponsive. I asked if there was anyone else to work with. She said that she would email them and ask them to respond. It is hard to accept that calls for assistance to different resources within BB&T/Truist give the customer no recourse but cycle back to a repeatedly intransient agent and/or representative. The same agent and representative who collectively have made several errors in account creation and management. No matter who you call in BB&T/Truist the path circles back to the same problem area. It is clear that numerous BB&T/Truist representatives struggle with correctly accessing account beneficiary information which is a troubling fiduciary concern. Sincerely, Lee Hubbard 5309 Timber Pegg Drive Summerfield, NC 27358 lh.nc.[protected]@gmail.com (1) Christie Brown Market Leader VI 3318 W. Friendly Ave. Suite 100 Greensboro, NC 27410 Direct [protected] Christie.[protected]@bbandt.com Victor G. Valentino Vice President Financial Advisor / Truist Wealth Registered Representative / Truist Investment Services, Inc. Investment Adviser Representative / Truist Advisory Services, Inc. 4025 Premier Dr, High Point, NC 27265 Office: [protected] victor.[protected]@truist.com Linda G Nance Client Sales Assoicate Truist Investment Serivces, Inc. Truist Wealth 1040 Randolph Street Thomasville, NC 27360 Direct [protected] [protected]@truist.com