What to do when a Carter Bank account holder dies
Contact Carter Bank — 7-step process, 9 required documents, and pod and joint-survivorship payouts are usually completed at the branch visit once the certified death certificate and id are presented. accounts that require letters or a small estate affidavit move at the speed of the court appointment (virginia circuit court clerk; north carolina clerk of superior court) and the statutory waiting periods (60 days for a va. code 64.2-602 release without affidavit; 30 days before a north carolina collection affidavit may be filed).
Customer Contact Center
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Debit card questions (24/7)
Debit card activation and PIN (24/7)
Lost or stolen debit card (24/7)
WebsiteLearn more→
Customer Contact Center
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Debit card questions (24/7)
Debit card activation and PIN (24/7)
Lost or stolen debit card (24/7)
WebsiteLearn more→
Customer Contact Center / branch network (no separate estate department)
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Close a deceased customer's debit card (24/7)
WebsiteNotify online→
Verified Jul 2026
What happens to Carter Bank accounts after the account holder dies depends on how each account was titled. Beneficiary-designated and trust-owned accounts transfer directly. Accounts in the deceased's name alone go through the estate, and the executor or administrator works with Carter Bank's Customer Contact Center / branch network (no separate estate department) (833-275-2228) to claim the funds.
To start a claim, contact Carter Bank by phone at 833-275-2228 or email documentation to CustomerService@cbtcares.com. You will need the account holder's full name, account numbers, and a certified death certificate.
Deposit, investment & retirement accounts
To file a claim after an account holder's death, here is what Carter Bank requires:
Filing a claim
1
Notify Carter Bank promptly. Section 27 (Death or Incompetence) of the deposit account agreement requires you to notify the bank promptly when a person with a right to withdraw dies, and provides that the bank may keep honoring checks, items, and instructions until it knows of the death and has had a reasonable opportunity to act on that knowledge. Call 833-275-2228, email CustomerService@cbtcares.com, or go to a branch (https://www.carterbank.com/locations)
2
Know the 10-day check window: under the same section, Carter Bank may pay or certify checks drawn on or before the date of death for up to ten (10) days after the death, unless someone claiming an interest in the account orders a stop payment. If outstanding checks should not clear, place that stop payment when you give notice
3
Gather the core documents:
- Certified copy of the death certificate (order several; the bank keeps a copy)
- Your government-issued photo ID
- Account numbers, or ask the branch to identify every deposit account, CD, IRA, loan, and safe deposit box in the decedent's name
4
Settle each account by how it was titled:
- POD account: the named beneficiary claims the funds directly on the death certificate and ID (Section 6.e — the beneficiary must be living at the owner's death)
- Joint account with survivorship: under Section 6.b the balance belongs to the surviving owner(s); present the death certificate so the deceased owner is removed
- Trust-titled account: the successor trustee presents the trust instrument (or Certification of Trust) showing the successor's authority, the death certificate, and photo ID
- Account with no beneficiary and no survivor: the personal representative presents Letters Testamentary or Letters of Administration, or a Small Estate Affidavit where the estate qualifies (Virginia: Va. Code 64.2-601, personal probate estate of $75,000 or less; North Carolina: N.C. Gen. Stat. 28A-25-1, personal property of $20,000 or less, or $30,000 where the surviving spouse is the sole heir)
- IRA: the named beneficiary completes the bank's IRA beneficiary claim and distribution election paperwork; a CD-based IRA keeps its term until the election is made
5
Redirect income and stop new activity: cancel debit card and Bill Pay activity, and notify the Social Security Administration and any pension payer so benefit deposits stop (payments for the month of death and after are typically reclaimed by the payer through the bank)
6
Ask a branch about opening an estate account under the estate's EIN if the estate needs a place to deposit refunds and pay bills. If the deceased rented a Carter Bank safe deposit box, ask the branch about the access procedure for a personal representative before you plan on its contents
7
Expect a hold if ownership is disputed: Carter Bank may place an administrative hold on the funds when it receives a claim adverse to the account owner's interest or to others claiming as survivors or beneficiaries, and may hold the funds until it receives evidence satisfactory to it that the dispute is resolved
Required Documents
- Certified copy of the death certificate
- Government-issued photo ID for the claimant (POD beneficiary, surviving joint owner, successor trustee, or personal representative)
- Decedent's full legal name, date of death, Social Security number, and known account numbers
- Accounts with no beneficiary or survivor: Letters Testamentary or Letters of Administration
- Virginia small estates: Small Estate Affidavit under Va. Code 64.2-601 (personal probate estate of $75,000 or less; statewide form CC-1685). Va. Code 64.2-602 separately allows a holder to release a small asset of $35,000 or less to a successor without an affidavit once 60 days have passed since the death
- North Carolina small estates: Affidavit for Collection of Personal Property under N.C. Gen. Stat. 28A-25-1 (personal property of $20,000 or less, or $30,000 where the surviving spouse is the sole heir), filed with the clerk of superior court at least 30 days after the death
- Trust accounts: the trust instrument or Certification of Trust showing the successor trustee's authority, plus the trustee's ID
- IRAs: the bank's IRA beneficiary claim and distribution election paperwork
- Estate account: the estate's EIN and the personal representative's Letters
What to know at this institution
Carter Bank has no separate estate or claims department: the Customer Contact Center (833-275-2228, CustomerService@cbtcares.com) and the branch network handle estate settlement. Three provisions of the Terms & Conditions of Your Carter Bank Account(s) (last revised 4/1/2025) drive the process. Section 27 (Death or Incompetence) requires prompt notice, lets the bank keep honoring items until it knows of the death and has a reasonable opportunity to act, and allows it to pay or certify checks drawn on or before the date of death for up to ten days after the death unless someone claiming an interest in the account orders a stop payment. Section 6 fixes how each account passes (joint with survivorship; POD, where the beneficiary must survive the owner) and provides that these designations are governed by the statutes of the state where the account was created — Virginia or North Carolina. Section 28 (Fiduciary Accounts) lets a trustee, executor, administrator, or conservator open and maintain an account, while stating the bank is not acting as trustee and does not monitor the fiduciary's use of the funds. The bank may also place an administrative hold on an account subject to a claim adverse to the owner or between people claiming as survivors or beneficiaries, until it has evidence satisfactory to it that the dispute is resolved. Long-dormant accounts are escheated as unclaimed property to Virginia or North Carolina, after which the funds must be recovered from the state rather than the bank.
Mortgage and home lending
Mortgages and home equity loans are liabilities, not assets. They do not have beneficiaries and cannot be retitled to a trust. When a borrower dies, the loan obligation transfers with the property to whoever inherits it. Under the federal Garn-St. Germain Act, the lender cannot accelerate the loan or call it due when the property transfers to a surviving spouse, child, or the borrower’s revocable trust.
1
Notify Carter Bank of the borrower's death by calling the Customer Contact Center at 833-275-2228, emailing CustomerService@cbtcares.com, or visiting a branch (https://www.carterbank.com/locations)
2
Provide initial information:
- Deceased borrower's full legal name and loan number
- Certified copy of the death certificate
- Your relationship to the borrower and your contact information
3
Ask to be identified as a Successor in Interest and request the bank's Successor in Interest document package from the mortgage department
4
Return the completed package with documentation proving your ownership interest in the property (probated will, court order, recorded deed, or the trust instrument naming you as successor trustee or beneficiary)
5
Keep making the scheduled monthly payments while the file is under review; the loan continues to accrue and can go delinquent during the review (payments: https://carterbank.lenderpayments.com/)
6
Carter Bank confirms Successor in Interest status, after which you may continue the payments, apply to assume the loan, refinance in your own name, or pay off the balance
Required Documents
- Certified copy of the death certificate
- Government-issued photo ID for the heir, successor trustee, or personal representative
- Loan number and property address
- Documentation of your ownership interest: probated will, court order, recorded deed, or trust instrument
- Letters Testamentary or Letters of Administration (if the estate is being probated)
- Marriage certificate (surviving spouse) or birth certificate (child), where relationship establishes the transfer
Claims Contact
Phone: 833-275-2228
Email: CustomerService@cbtcares.com
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
What to know at this institution
Under the Garn-St. Germain Depository Institutions Act (12 U.S.C. 1701j-3), Carter Bank cannot enforce a due-on-sale clause when the property passes on the borrower's death to a surviving spouse, child, relative, or the borrower's revocable living trust. Once confirmed, a Successor in Interest is treated as a borrower for servicing purposes under the CFPB mortgage servicing rules, which entitles you to loan information and loss-mitigation options even if you never signed the note.
Prepare your letter of instruction to Carter Bank
Carter Bank accepts a claimant-drafted letter of instruction. We draft it for you — addressed to Carter Bank's verified claims department, with the documents it requires enclosed.
Build your letter of instructionProcessing timelines at Carter Bank: POD and joint-survivorship payouts are usually completed at the branch visit once the certified death certificate and ID are presented. Accounts that require Letters or a Small Estate Affidavit move at the speed of the court appointment (Virginia circuit court clerk; North Carolina clerk of superior court) and the statutory waiting periods (60 days for a Va. Code 64.2-602 release without affidavit; 30 days before a North Carolina collection affidavit may be filed). Incomplete documentation is the most common cause of delays—submitting all required documents with the initial claim helps avoid additional processing time.
Documentation required by Carter Bank includes Certified copy of the death certificate, Government-issued photo ID for the claimant (POD beneficiary, surviving joint owner, successor trustee, or personal representative), and Decedent's full legal name, date of death, Social Security number, and known account numbers, along with additional paperwork that varies by account type. All death certificates and court documents must be certified copies.
Frequently asked questions
Section 27 (Death or Incompetence) of the Terms & Conditions of Your Carter Bank Account(s) says the bank may keep honoring checks, items, and instructions until it knows of the death and has had a reasonable opportunity to act on that knowledge, and that it may pay or certify checks drawn on or before the date of death for up to ten (10) days after the death unless someone claiming an interest in the account orders a stop payment. Practically: report the death to the Customer Contact Center at 833-275-2228 as soon as you can, and place a stop payment at the same time on any check written before the death that should not be paid.
A certified copy of the death certificate and a government-issued photo ID, presented at any Carter Bank branch. No court paperwork is needed. Under Section 6.e of the deposit account agreement, the POD beneficiary can withdraw only if the person who created the account has died and the beneficiary is then living; until then the owner keeps the right to change beneficiaries, change the account type, and withdraw all of the funds. If the beneficiary died first and no substitute was named, the account falls back into the estate and needs Letters or a small estate affidavit.
Carter Bank operates in both states, and Section 6 of its deposit agreement provides that account ownership and beneficiary designations are governed by the statutes of the state where the account was initially created. In Virginia, a Small Estate Affidavit under Va. Code 64.2-601 (statewide form CC-1685) covers a personal probate estate of $75,000 or less; separately, Va. Code 64.2-602 lets a holder release a small asset of $35,000 or less to a successor with no affidavit once 60 days have passed since the death. In North Carolina, the Affidavit for Collection of Personal Property under N.C. Gen. Stat. 28A-25-1 (form AOC-E-203B, filed with the clerk of superior court) covers personal property of $20,000 or less, or $30,000 where the surviving spouse is the sole heir, and can be filed 30 days after the death.
Not through Online Banking. Beneficiary designations are recorded on the account paperwork, so you make the change at a branch (schedule from https://www.carterbank.com/contact-us), or call the Customer Contact Center at 833-275-2228 and have the paperwork sent to you. Bring or supply each beneficiary's full legal name, date of birth, Social Security number, relationship, and share. Deposit accounts use a Payable on Death (POD) designation; Traditional and Roth IRAs use the IRA beneficiary designation, where a married account holder may need spousal consent to name someone other than a spouse. A trust can be named as beneficiary on any of them — bring the Certification of Trust so the trust name and date are recorded exactly.
Carter Bank's Customer Contact Center / branch network (no separate estate department) can be reached by phone at 833-275-2228 and email at CustomerService@cbtcares.com for questions throughout the claims process.
When the deceased had multiple Carter Bank accounts, some may need separate claims while others can be handled together. The Customer Contact Center / branch network (no separate estate department) can clarify what's needed for each account type.
Sources
Data sourced from Carter Bank primary sources (19 pages reviewed). How we research.
Customer Contact Center
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Debit card questions (24/7)
Debit card activation and PIN (24/7)
Lost or stolen debit card (24/7)
WebsiteLearn more→
Customer Contact Center
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Debit card questions (24/7)
Debit card activation and PIN (24/7)
Lost or stolen debit card (24/7)
WebsiteLearn more→
Customer Contact Center / branch network (no separate estate department)
Phone833-275-2228
Mailing Address
Carter Bank & Trust, 320 College Drive, Martinsville, VA 24112
Close a deceased customer's debit card (24/7)
WebsiteNotify online→
Verified Jul 2026
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