Complaints

This profile includes complaints for Trustmark Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trustmark Companies

  400 N Field Dr Lake Forest, IL 60045-4809

  
• 

  Trustmark Companies

  PO Box 7937 Lake Forest, IL 60045-7937

  

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:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 asked Trustmark to cancel my Long Term Disability insurance policies and to refund me the cash value of both my and my husband's accounts as of their Annual Report of Certificate Activity 10/01/23-10/01/24 of $366.68 plus the additional refund of the payments made to Trustmark after I called and cancelled both policies last September which equals $232.24. The checks that they have previously sent were very short of their own Annual Report total and they continued to keep my account open despite repeated calls and emails to cancel and they continued to charge me well after the last refund check dated 12/20/24.I am very frustrated to have to continue to ask for the basic cancellation and refund of my money especially after discovering that I was also paying for the regular WA state tax for LTC.

  

  Business Response

  Date: 04/03/2025

  Attached is our response to this inquiry. 

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/07/2025

  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 pay weekly into the insurance in case I go out of work they would pay me. So I went out of work in July due to high risk pregnancy, insomnia and constipation due to my pregnancy. I went back to work in December and I still havent received no check. I was reaching out to ***** ****** and he wounldnt return my call the supervisor wouldnt call me. When I finally reached him they denied my claim saying it wasnt nothing wrong with me I still could of work I had my ** write a letter stating why I couldnt work and I sent over my discharge paperwork from the hospital. He havent returned or answered none of my calls again and I keep calling

  

  Business Response

  Date: 03/19/2025

  Attached is our response to the complaint.

  If you have any questions or concerns, please let me know.
  
  Thank you,
  ******** ******
  Senior Compliance Analyst
  **************************************************************
  p: ************
  f: ************ 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23034738
  
  I am rejecting this response because: I have been trying to reach ***** ****** the person thats handling my case he doesnt return my phone or the supervisor before reached out to the bbb I called requesting to speak to a supervisor they never called me either and I dont see that in there response letter. I have been telling them the office was closed since October when they *** said he reached them I left work to go to the office still, nobody was there. I have been out of work since July and I returned in December but only got paid 6 weeks because I had the baby I never got paid for the disability part. And ***** still doesnt return my call. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/27/2025

  Good Afternoon,

  We have attempted to reach Ms. ***** at three different telephone numbers throughout the claim process, *****************-437-8939, and ************.

  I requested the analyst try one last time at ************.

  Thank you,

  ********

   

• Initial Complaint

  Date:02/04/2025

  Type:Product 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.

  In January 2025, I received my "Annual Report of Certificate Activity," detailing how the cash value of my insurance policy was used to cover the monthly cost of a $50000 policy.I acquired this policy, along with one for my husband, after I was promoted at my job in 2017. A Trustmark representative signed me up, insisting that my employer provided this coverage through their company. However, when I left my job in 2023, I was surprised to receive a bill for the premiums. Upon contacting Trustmark, I was informed that I was responsible for paying the premiums since they would no longer be deducted from my paycheck. I later reached out to ** at my former employer, who clarified that Trustmark is not their provider, but they do sign up new employees. It's perplexing how Trustmark manages to get information on new hires.I made it clear to Trustmark that I did not want this insurance any longer. They instructed me to complete a cancellation form, which I did, under the impression that it would terminate all of my accounts with them. This was misleading. Trustmark only canceled my husbands policy and, without my consent, used the cash value of my policy to cover the premiums for the past year. If Trustmark had truly canceled my policy, they would have been obligated to refund me the cash value, but they failed to do so. This lack of transparency and accountability is unacceptable.I plan to further file a complaint with the Insurance Commission.

  

  Business Response

  Date: 02/17/2025

  Attached is our response to this inquiry. 

• Initial Complaint

  Date:01/07/2025

  Type:Sales and Advertising 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.

  Trustmark has never done anything right by me. My grandmother passed and had several old accounts and Mrs. ***** was the rudest ever. Couldnt find any of my stuff. Even after I was in before for several minutes. Waited over an hour for something they said was already done. Very unprofessional. Wont be back I would be scared they couldnt find my money again. 

  

  Business Response

  Date: 01/09/2025

  Mrs. *** states her complaint is for advertising issues.  We are unsure what advertising she is referring to as we do not market our products to the public.  She states her grandmother had several old accounts.  Upon an obituary search, I was able to locate the obituary for ******** *******, listing ******** *** as her granddaughter.  We were unable to locate any coverage for Mrs. *** or Ms. ************** I believe the complaint may be against the Trustmark Bank is Mississippi. 

• Initial Complaint

  Date:12/11/2024

  Type:Billing 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 cancelled my policy with Trustmark on September 26th and received a cancellation letter. Since then, they have continued to charge my bank account $17 each month (three times total). I called a few weeks ago and was told they would send a check, and my bank information was removed. Clearly it hasn't been removed, and I haven't received any form of reimbursement. They are billing me without authorization. It doesn't make sense why it's taking this long to stop payment and remove my information. I want my money reimbursed and some accountable of their end.

  

  Business Response

  Date: 12/31/2024

  Attached is our response letter.

• Initial Complaint

  Date:11/21/2024

  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 canceled this policy/account weeks/months ago. I requested a cancellation form from their company. I sent it in. I called numerous times as well. The company still has an account attached to my name. The company is not recognizing my signed and dated cancellation. The company is not destroying and handling my personal/private information correctly. I need the account canceled as well as my information properly removed from their systems.

  

  Business Response

  Date: 12/05/2024

  Please see the attached letter and copies of the applicable documents. 

• Initial Complaint

  Date:11/07/2024

  Type:Order 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.

  At the start of this Disability Insurance claim process (Case # CAS-*******-J8W2R9, started on 09/08/24), I discovered after several phone calls and attempts to get updates, that there was miscommunication between Trustmark and my employer's disability ***** case handler in that they didn't even have the correct contact information (phone and fax numbers). Trustmark should have followed up with my employer's disability ***** way before a week and half had already passed. If it wasn't for me intervening and providing Trustmark with the correct disability ***** handler person, *********** numbers, they would still be sitting on my case today, with no action taking place. And since then, there have been several more "issues" that transpired, which are indicative of everyone at Trustmark "dropping the ball."On top of all of these unacceptable difficulties, this company has the worst communication. From the beginning, I have made several phone calls and left voice and email messages and have had little or no response. After a few weeks, I was finally able to speak with my case handler, who requested even more irrelevant documents (she requested MD office notes from 3 yrs ago), which I complied anyway and have since sent in a timely manner (a week ago on 10/24/24); but still no response from her.Trustmark's overall handling of my claim has been personally detrimental in that I have received NO payments thus far and it has been almost 8 weeks! I'm reporting Trustmark for breach of duty and violation of good faith and fair dealings. This company has been shameful in dealing with me, despite me dutifully making my insurance payments without fail and being compliant with their requests.

  

  Business Response

  Date: 12/05/2024

  Our records indicate that this complaint was first received on 11/25/2024.  Please see our attached response. 

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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 received a charge from trustmark. I have never heard of them, have no accounts with them, and have never had a charge from them. I am suspecting fraud but because I have no information other than the charge itself, I have nothing to track. I would like to be contacted to resolve this and figure out if I need to contact my banks fraud department.

  

  Business Response

  Date: 10/09/2024

  Attached is our response to your inquiry. 

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In Nov. my husband will be 75 and I will be 73 **** is not well so i am writing to you from both of us because its happening to us both our Life Insurance premiums are going up which we understand it looks like they are taking money from our policy value until it is depleted we dont want them to do that we want them to send us the forms to fill out so we can send back to trustmark to raise our auto premiums that have been taking out of checking they dont take enough out so we eventually dont lose our policy which soon will happen theres not much left in the value we called them as soon as we noticed what they were doing because several of our friends lost their death insurance because of a situation like this 5 times on we called possibly more but then we started to mark down the names who we spoke to **** would do the talking and i would always give my permission to them to talk about my policy to him also that is a common thing they ask and the dates we called 5/30/24 but didnt ask for the name the girl said we didnt need a form she didnt help us she even said she was putting us on hold and like 20 minutes later came back on the line and said oh youre still there. and that was it with her then on 6/4 ******* said she will put the forms in the mail never received them on 6/10 ******* said oh it takes 2 weeks so if you dont get them call back in a couple days on so we called back on 6/14 talked to ****** said oh you should have got forms ill send them 6/19 Trasha i will send the forms never got them as usual please we need to move fast so our policies dont lapse those policies are to pay for our funeral. w have been making our premium s for a lot of years never even late shame on Trustmark please help us thank you from **** and *********************************

  

  Business Response

  Date: 07/16/2024

  Attached is the response from Trustmark Insurance Company.

  Thank you,

  *************;

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Although I do not believe that the response from them is 100% truthful - I do believe that getting the BBB involved and with your fast response to my case, I was able to get the forms and send them back certified mail. Thank you. 
  Sincerely,
  
  ***** and *************************************

• Initial Complaint

  Date:05/20/2024

  Type:Product 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 recently cancelled my Trustmark long-term care policy, and was informed by Trustmark that the cancellation would take effect on Feb 3, 2024.Now 3.5 months later, Trustmark is still deducting the policy premium from my company paycheck, and issuing me a personal check for the balance on a monthly cadence.I find this practice to be inexcusable, and potentially fraudulent. I have reached out to Trustmark via email multiple times, but have received no response, and have had no luck getting through to a representative via phone.How is this possibly allowed?

  

  Business Response

  Date: 05/30/2024

  Hello, 

  Thank you for bringing this to our attention.

  After checking with out team, we received a reply from the Policy Owner on 05-21-2024 stating All good, I worked with Payroll at my company to cancel the Trustmark deductions from my paycheck. Additionally, we refunded a premium payment of $79.38 on 05-20-2024, and have totaled 4 refunds to date that have been sent to the Policy Owner. 

  We apologize for any inconvenience this may have caused. If there is any further action needed by Trustmark, please don't hesitate to contact us. 

  Thanks,

   

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21727805
  
  I am rejecting this response because: No action was ever taken on the part of Trustmark to resolve the issue (I had to directly request to my place of employment that they remove the Trustmark deduction from my payroll rather than Trustmark handling it on their end sometime in the 3+ months after my policy was 'cancelled'). In addition, there is still a balance owed me due to the fact that the deduction took place up until my 5/17 paycheck.

  I won't be accepting any response made by Trustmark at this point, as a) they took no action on their end to resolve the issue, b) were content with continuing deductions for 3+ months after cancellation of the policy, and c) refused to conduct any written correspondence, instead attempting to force me into phone calls with no written record left.

  I've opened a ticket with the state ************************* to flag this reprehensible business practice, and am fine with the BBB closing this ticket on their end, but again, do not accept Trustmark's response. 

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/14/2024

  Enclosed is a copy of our response letter and premium notifications sent to the employer to cease premiums in February, April, and June.  All funds received to date have been returned.  In the event we receive another payment, it will be returned as soon as possible. 

  Thank you,

  *****************************