Complaints

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

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Trustmark National Bank has 25 locations, listed below.

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  Trustmark National Bank

  248 E Capitol St Jackson, MS 39201-2503

• 

  Trustmark National Bank

  PO Box 291 Jackson, MS 39205-0291

• 

  Trustmark National Bank

  244 E Capitol St Jackson, MS 39201-2401

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  Trustmark National Bank

  300 W Pine St Hattiesburg, MS 39401-3891

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  Trustmark National Bank

  1695 Popps Ferry Rd Biloxi, MS 39532-2249

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:11/12/2024

  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 am the victim of identity theft and Trustmark has been pretty difficult to deal with. I would like to close my account and move on. They are saying fraudulent charges are pending and they can't close the account. I don't have access to the account because it's blocked so I have to call every day to see what new fraudulent charges have come in and then dispute charges the bank knows already knows are fraudulent. The bank manager, ****** in ******* is just telling me maybe the person conducting the fraud will give up eventually. *******, banker in Brandon ** said I agreed to put a security hold which I'm thankful for her advice but l just need to know the next steps. In the last 3 days ***** dollars have been attempted to be taken from my account and I feel like I'm not being helped. I'm not rich and Trustmark could probably care less about me. But I work hard for my money and I need my bank to care. I've been a customer for over 20 years and I'm ready to be someone else's customer. Gonna find a bank that values their customer.

  Customer Answer

  Date: 11/13/2024

  I was told by ******* that customers are not allowed to talk to the ********************** fraud department but a customer service representative gave me the number to the fraud department. ******* bank manager promised a return phone call this morning but I didn't get a phone call. I called her and again her response is there is nothing she can do. The fraudulent person will just continue to try to take my money and Trustmark ************** is doing absolutely nothing about it to resolve the situation. 

• Initial Complaint

  Date:09/13/2023

  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 have been a loyal Trustmark customer for my mortgage for 18 years. Never late on one payment. In August 2022, my payment went from 1260 to 1466.69 bc of an overpayment to insurance. On my 1260 payment, I always paid 1460 every month for years by a bank check sent straight to them. Unbeknownst to me, this 6.69 cents was a problem even though I had close to 1000 in escrow sitting there . They withdrew 6.69 every month until Dec. Again, I never look at my statements, so when this very rude lady called me in December and was yelling at me and saying they were going to put me in collection and WAS HOLDING MY 1460 PAYMENT for 6.69 i was like can you have your manager call me?? 2 weeks later a manager did call me, I paid the difference and learned about this payment jump. I immediately went to Olive Branch Trustmark and was helped by a super nice woman who got on the phone and they figured out what happened. She asked and i asked would this affect my credit score they said no. She also got into my Bankplus account, helped me correct every payment until Sept 2023 when it would probably change again. Fast forward to June. A check.was sent from Bankplus for $1466.00. No .69. They held my check again, sent me 422 different letters about helping me with my mortgage, blah blah OVER SIXTY NINE CENTS. I went back to Trustmark, I had around 800 in overage in escrow but wouldn't pay .69 off the balance. A guy by the name of **** ******* called me talked about this .69, I was out of town for 8 more days at this point, o told him I'd go pay .69 (even though we had actually paid it in July from change that nice lady scrounged up) and I asked him if this would be on my credit report. He said no. But yall, BOTH OF THESE ARE ON MY CREDIT REPORT. I WANT THEM OFF. IVE PAID EVERY MONTH FOR 216 MONTHS and over $7.38 you've put late payments on my credit report you ought to be ASHAMED OF YOURSELF. THE AUDACITY!!

  Business Response

  Date: 09/14/2023

  September 14, 2023
  
  **** *****
  **** ***** **
  ***** ******* ** *****
  
  Re:       Better Business Bureau Complaint No. ********
  
  Dear Ms. *****:
  
  We are in receipt of your Better Business Bureau (“BBB”) Complaint No. ********. We take all complaints seriously at Trustmark National Bank and will conduct a thorough investigation into this matter. 
  
  Please be advised that as a regulated financial institution, we are prohibited by a variety of privacy laws including, but not limited to, the Gramm-Leach-Bliley Act from disclosing confidential customer information with third parties, including the BBB, without our customer’s prior written consent.
  
  Please rest assured that we will investigate this matter and respond directly to our customer. Trustmark strives to be a premier financial services company in our marketplace. Trustmark values all of our customers and is dedicated to meeting the banking needs of minorities, women, military veterans, and persons with disabilities within the communities we serve. Our mission is to achieve outstanding customer satisfaction by providing banking, wealth management, and risk management solutions through superior sales and service, excellent people, teamwork, and diversity. 
  
  Sincerely,
  
  
  Trustmark National Bank

  Customer Answer

  Date: 09/15/2023

   

   Complaint: ********

  I am rejecting this response because: it's not a response.   It's merely stating you so get in touch with me and you can't discuss anything financial (even though I broke it out between the SIXTY NINE CENTS that was owed so you HELD my DEC payment and the JUNE PAYMENT you held over SIX DOLLARS AND SIXTY NINE CENTS).  I give you permission to answer publicly.  I'd love to see how you handle a bbb complaint publicly.  Because I've tried twice to have this taken off and no one will call me back.  So after $303,686 worth of payments to you where maybe 100k went to my actual principal, one would think I'm worthy of a ph9ne call over TWO CREDIT DINGS IN SIX MONTHS  over a total less than EIGHT DOLLARS. 

  Regards,

  **** *****

  Business Response

  Date: 09/27/2023

  September 27, 2023
  
  **** *****
  **** ***** **
  ***** ******* ** *****
  
  Re:       Better Business Bureau Complaint No. ********
  
  Dear Ms. *****:
  
  We are in receipt of your Better Business Bureau (“BBB”) Complaint No. ********. We take all complaints seriously at Trustmark National Bank and have conducted a thorough investigation into this matter. 
  
  Please be advised that as a regulated financial institution, we are prohibited by a variety of privacy laws including, but not limited to, the Gramm-Leach-Bliley Act from disclosing confidential customer information with third parties, including the BBB, without our customer’s prior written consent.
  
  Please rest assured that we have investigated this matter and responded directly to our customer. Trustmark strives to be a premier financial services company in our marketplace. Trustmark values all of our customers and is dedicated to meeting the banking needs of minorities, women, military veterans, and persons with disabilities within the communities we serve. Our mission is to achieve outstanding customer satisfaction by providing banking, wealth management, and risk management solutions through superior sales and service, excellent people, teamwork, and diversity. 
  
  Sincerely,
  
  
  Trustmark National Bank

  Customer Answer

  Date: 09/27/2023

   

   Complaint: ********

  I am rejecting this response because:

  You absolutely have not reached out to me since my Sept 16 respinse when you said the same thing.. I actually called THIS MORNING SEPT 27, 2023, spoke to **** who out me through to a voice mail where I was GUARANTEED someone would call me, and they HAVE NOT, but coincidentally, have written a letter with TODAY'S date saying the EXACT SAME THING THAT IS WRITTEN HERE which is NOT A RESPONSE.

  I did, however, receive.a letter stating MY PERSONAL INFO ABOUT ME, MY PROPERTY, THE AMOUNTS IVE PAID, ETC was compromised at Trustmark and they are offering a one year credit monitoring.   I ABSOLUTELY WANT THE 2 NEGATIVE REPORTS FROM TRUSTMARK OFF MY CREDIT REPORT or I'm contacting the news about this breech as well as the fact Trustmark held $1460 payments over .68 cents and 6.68.    And then reported it to credit bureau.  I'm sick of playing with Trustmark. 

  Regards,

  **** *****

  Business Response

  Date: 10/19/2023

  As a regulated financial institution, we are prohibited by a variety of privacy laws including, but not limited to, the Gramm-Leach-Bliley Act from disclosing confidential customer information with third parties, including the BBB.
  

  Please rest assured that we have investigated the matter and responded directly to our customer by providing a written response with the results of the investigation. A letter dated 9/25/2023 was mailed to the customer regarding this matter on 9/25/23. Trustmark strives to be a premier financial services company in our marketplace. Trustmark values all of our customers and is dedicated to meeting the banking needs of minorities, women, military veterans, and persons with disabilities within the communities we serve. Our mission is to achieve outstanding customer satisfaction by providing banking, wealth management, and risk management solutions through superior sales and service, excellent people, teamwork, and diversity.  

  If there is new information regarding the nature of the customer's request or if there are additional questions or concerns regarding the complaint the customer can contact us at the number provided on the written response and we will be happy to review and discuss the details with the customer. If we do not receive any additional information from the customer, we will consider this matter closed. 

   

   

   

• Initial Complaint

  Date:06/06/2023

  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.

  After recently pulling a copy of the credit report, I was shocked by what I discovered. I noticed there were late payments that are reporting on the credit report that 100% SHOULD NOT be being reported on the credit report. TRUSTMARK NATIONAL BAN: Account number: 54XXXX I was never late on JULY 2022 on this account please update the account as Paid/Current., this agency is in violation of 15 U.S. Code § 1681a, 15 U.S. Code § 1681a1 and also 15 U.S. Code § 1666b. I say this because, the law states that at no point should there be a late payment reporting my consumer report & should not include any transactions or experiences between me the consumer and any person making a report. These are clear violations of my consumer rights under 15 U.S. Code§ 1681a, 15 U.S. Code§ 1681a1 and also 15 U.S. Code§ 1666b. I have the right to privacy and any information I want to be private that’s posted on the consumer report is a violation, Infringed upon my right to privacy. I have not given anyone permission to disclose information on the consumer credit report. I have the right to protect, due to this you have violated 15 U.S. Code § 6801 - Protection of nonpublic personal information (a)Privacy obligation policy It is the policy of the Congress that consumer reporting agencies has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers’ nonpublic personal information. Under 15 U.S. Code § 6802 - Obligations with respect to disclosures of personal information (1)In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless (A) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. I was never provided any information to opt out, therefore I was a victim of identity theft. 18 U.S. Code § 1028A is a section of the federal criminal code that criminalizes identity theft and identity fraud. This law makes it a federal crime to knowingly transfer, possess, or use without lawful authority another person's identification document or personal identification information. (1)In general.— Whoever, during and in relation to any felony violation enumerated in subsection (c), knowingly transfers, possesses, or uses, without lawful authority, a means of identification of another person shall, in addition to the punishment provided for such felony, be sentenced to a term of imprisonment of 2 years. (2)Terrorism offense.— Whoever, during and in relation to any felony violation enumerated in section 2332b(g)(5)(B), knowingly transfers, possesses, or uses, without lawful authority, a means of identification of another person or a false identification document shall, in addition to the punishment provided for such felony, be sentenced to a term of imprisonment of 5 years. I did not provide written permission or instructions for the identified transactions to be reported on the consumer report.

  Business Response

  Date: 06/08/2023

  June 8, 2023
  
  **** ******* *** ********* *** ************* ** *****
  
  Re: Better Business Bureau Complaint No. ********
  
  Dear Ms. *******:
  
  We are in receipt of your Better Business Bureau (“BBB”) Complaint No. ********. We take all complaints seriously at Trustmark National Bank and will conduct a thorough investigation into this matter.  
  
  Please be advised that as a regulated financial institution, we are prohibited by a variety of privacy laws including, but not limited to, the Gramm Leach Bliley Act from disclosing confidential customer information with third parties, including the BBB, without our customer’s prior written consent.
  
  Please rest assured that we will investigate this matter and respond directly to our customer. Trustmark strives to be a premier financial services company in our marketplace. Trustmark values all of our customers and is dedicated to meeting the banking needs of minorities, women, military veterans, and persons with disabilities within the communities we serve. Our mission is to achieve outstanding customer satisfaction by providing banking, wealth management, and risk management solutions through superior sales and service, excellent people, teamwork, and diversity.  
  
  Sincerely,
  
  
  Trustmark National Bank