ComplaintsforRenasant Bank

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Money was stolen from my account at the end of May. I had noticed my card needed to be included, thinking I had lost my card. I went to the Renasant Bank in ******* to get a replacement Card. He informed me that money had been withdrawn from my account. He replaced my card. I asked what the process was for me to get my funds back. He said it was more than just if someone used my PIN. He requested video footage ( this took a week); I returned to the back the following Monday and asked about the progress. He has not gotten any information but will send an email request again. I called later that week with the footage (which showed it was not me drawing money out). The following process was filing a report ( done and given to ***********************) and signing the affidavit on the money stolen (done). I have yet to hear anything from the bank. I went to *********************** and asked about the process; the Bank manager told me it was stealing being investigated, but if I talked to Shavvon, where I opened my account, she could help me. ****** said my case was closed because the information had failed to be returned to the fraud department. Between all of this, I was calling customer service and failed to comply. I had to go back to *********************** and ask why he did not respond to the email requested information.There has been a back-and-forth process with no help or compassion for a loyal customer. No one had any real emergency or concern to help resolve. Everyone was on the defense. The bank Manager in ******* made it miserable, knowing they refused payment.

  Business response

  08/20/2024

  As you requested, we addressed this matter directly with *************** on August 20, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Renasant Bank has always been bad, but now its gotten even worse. The customer service is horrendous. I asked why the check from a business couldnt be processed and the response by the manager was Well, we can just give you the check back to figure it out somewhere else. What? Thats how Renasant deals with customers? I have been a customer for 6 years, but this is the last straw.

  Business response

  07/25/2024

  As you requested, we addressed this matter directly with ***************** on July 25, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

  Customer response

  07/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21991554

  I am rejecting this response because:

  I have attached the letter from Renasant  I made a complaint and now Renasant is closing my account. All because I made a complaint. I will now be blasting on social media this letter to everyone to stay away from Renasant Bank. 

  Regards,

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

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today I had a wire transfer sent into my checking account. I had the money put in my account to cover the cost for inventory for my at home business. I have received wire transfers from this company more than once with the same information. On a Friday 2/09/24 at about 3:00 pm I started trying to track down my money to see why it wasnt in my account & was given the run around, I had no idea that there was a wire department but there is although it is a completely useless department. At first I was told that I couldnt speak to anyone in that department, and would have to wait for someone in that department to email the lady helping me.long story short never got a response from the wire department. I was able to get the phone number to the wire department & the lady I spoke to was extremely rude & sent me to a random customer service person who in turn sent me to a random ladies voicemail. After that I called again no one in the wire department would answer at that point. I called customer service who tried to help but she couldnt do anything because the wire department was closed until Monday so nothing could be done since the wire department didnt like that my business name was on there with my actual name even though it had gone through like that multiple times. This has caused great stress given they did not want to fix the problem before their department closed and left me in a terrible situation given that I had already paid for my inventory. The rudeness and lack of care for their customers left me overdrawn with fees building over the weekend. This bank has not been the same since the changes since this past summer. It would be a much better system if more than just one person could help with issues. Maybe some cross training with customer service and the wire department so that the customer can continue to be helped, or maybe have the wire department stay as late as customer ************** of the day on Saturday like other departments.

  Business response

  02/26/2024

  As you requested, we addressed this matter directly with ***************** on February 26, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In december my card got hacked and a ****** transaction was done then on January 21,2024 I received a call on that came in showing Renasant bank and I was told by the gentleman on the phone it was your fraud department .. he knew everything about and in my account . I did not have to give him ANY info. Long story short I filed a dispute and took in my police report and next thing I know the lady *** and ***** at my bank in valley , **. Had canceled my husbands debit card without his knowledge and also shut down our online banking. They told me I would not be issued any more debit cards and I ask how were we to check our balance and I was told I would have to call or come by bank . This has been a nightmare , I am having to call every day just to see if my provisional credit has gone in. I message *** yesterday and told her I need access to our account so we will know when all our direct deposited go in etc. I receive an email Back stating our online banking would NOT be re enstated and that no more debit cards would be issued because of the fact I reported this call and the fact my account got wiped out and this bank or fraud department change my password and I disputed it that my online banking has been permanently shut down and any copies I need of bank statements for my tax purposes I would have to get the bank to copy and i would have to PAY FOR THEM! Plus my ****** provisional Credit that I received back in December for the card hack was REVERSED and took back out of my account making me negative again ! I have been treated like the criminal here and not the victim . I want my ****** back that was stole from Me and this last hack in January I believe was an inside bank thing. I am in the process of hiring an attorney . How can you deny access to a customers bank account !! This is crazy and I will be suing this bank and your 2 employees who have treated me like Im a piece of C***

  Business response

  02/22/2024

  As you requested, we addressed this matter directly with *************** on February 22, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I don’t bank with them. I stopped in to use their ATM. I withdrew $550 dollars. The atm didn’t dispense any bills. I live over an hour from this branch. I drove back the next day they were open, they did nothing to help me. I’ve been waiting since October, 21st 2023 for a resolution. They only refund their “clients,” immediately. Am I not a client when I use their ATM? I paid the $4.50 fee as well! The day I met with them they said they would call me back later that day to tell me what was going on. I never received a call. I tried calling them and leaving voicemails days after and it took days for them to call me back. They said I have to dispute it with my bank to get the money back. Well how long does that take, 45 days! So they stole, $550 dollars from me. When it’s returned it will still be the $550 dollars they took from me weeks ago going on months now! If I were to do this, I would be in jail! How come they can just get away with this? They’re essentially borrowing my money and using it right now while I dispute this atm charge. They’re gonna make interest off my money, but I’m not gonna get anythin, except my money being tied up for God knows how long. This is very unprofessional.

  Business response

  11/17/2023

  As you requested, we addressed this matter directly with Mr. ******** on November 17, 2023, in writing, which should be received within the next five business days.  To protect our customer’s privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 17th of September I made a deposit into my accounts to cover the cost of a bill that was going to clear on the 18th. On the same day an unauthorized external transfer came into my account. The bank used the deposit I made for 250 to clear some of the external transfers when it was returned. I have called and spoken to a **************** every day since this occasion. He has refused to return my ****** to the account so that I can pay my bill. On Thursday the 28th I spoke to **************** and he promised to allow the transaction to go through. The company has since attempted to withdraw the funds again. I have been told that unauthorized transfers coming into my account is suspicious and that he is trying to work on a resolution. I feel I am being penalized for the bank not being able to understand what happened in my account. My phone is now in danger of being shut-off. If my bill is not able to be debited on October 8 I will be disconnected.I do not have documentation because my entire account is managed online through the app. I have been banned from viewing my account.

  Business response

  10/16/2023

  As you requested, we addressed this matter directly with *************** on October 16, 2023, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One June 24, 2023, Renasant Bank changed its digital layout. As a customer, I haven't be able to log into my bank account through the bank's site or its corresponding app. The bank shows my old number and states that I muest receive a text or call to receive a one-time login code. Since I no longer have that number, I need to use my current one. The bank provides the number to its Customer Experience Center, but it's extremely busy and it's callback feature isn't working. I can't correct my number because there are too many customers facing (potentially) the same issue since this new rollout. I attempted to use the bank's number in order to check my balance over the phone. However, the bank requires a phone PIN that I didn't set up because: 1. I didn't know this was an option 2. I've never had any reason to check my balance over the phone because I was always able to login online Renasant Bank doesn't even allow the use of security questions, and since I can't contact them I can't verify my identity using the information they have on file for me. It's been 9 days since I can see my account information. This is becoming stressful because I can't verify any potential fraud, make sure I have enough in my balance for certain bills, and monitor *my* money in any way.

  Business response

  07/11/2023

  Ms. ****'s situation has been escalated to a bank regulatory agency. Our response will be provided directly to our customer and regulator once complete. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

  Customer response

  07/11/2023

  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. 

  Regards,

  ****** ****

   

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a bank account with Renasant Bank years ago. I was told the account was closed and charged off. Unexpectedly someone sent money to me through this bank. I’m not understanding why it was not rejected and returned since account is “charged off?” Instead I’m being told that deposit will go towards a previous balance.

  Business response

  07/11/2023

  Ms. ********s situation has been escalated to a bank regulatory agency. Our response will be provided directly to our customer and regulator once complete. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Full payment was remitted to Renasant Bank using negotiable instrument they provided. Payment was received, signed for, then later rejected and never sent back to the consumer. According to UCC 3-603 (b) If tender of payment of an obligation to pay an instrument is made to a person entitled to enforce the instrument and the tender is refused, there is discharge, to the extent of the amount of the tender, of the obligation of an indorser or accommodation party having a right of recourse with respect to the obligation to which the tender relates. The consumer ***** *****, also agreed to pay under conditions that Renasant Bank showed proof of claims and inquiries pertaining to the alleged loan they provided and if they refused or did not they then agreed to discharge the "debt" and or accept payment already received. They refused to answer the inquiries and continued to add late payments to my credit report fraudulently. I have a sworn affidavit and signed contracts that they agreed to when received. I also gave them a Fee Schedule which they violated. I have attached the supporting docs that's being recorded with the county.

  Business response

  05/17/2023

  ***** *****’s situation has been escalated to a bank regulatory agency. Our response will be provided directly to our customer and regulator once complete. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My debit card was hacked on September 24-25, 2022 for $9,000. I was never contacted by the fraud department from Renasant Bank for multiple transactions seconds apart in a 24 hour period time. I only knew that my account was hacked because my debit card was declined and I had $4.00 left in my account. A dispute was filed on September 27, 2022, which was the next business day. The banker, ****** ******, filed the disputes and found other random transactions with the same description name and filed those as well even though they were more than 30 days out found from July and August. All of the transactions said apple.com/bill. The money was credited to my account on October 7, 2022 and then withdrawn again by the bank on October 10 and I was told they declined my disputes related to the date I filed them saying that I waited too long. I understand that I should have caught the previous small amounts being withdrawn, but the multiple transactions that emptied my bank account over a weekend and I filed on Monday should be refunded because they are definitely within the 30 days of the dispute filed. The bank manager told me that I needed to contact Apple and get the refund. Apple has no record of any of the transactions because it apparently was a ghost account using Apple name and not anything affiliated with Apple company. My money should have been safe in the bank that I have used for almost 20 years. I should not have to worry if some fraud company takes my money from an insured bank that I won’t get it back. I will never bank with Renasant Bank again and am warning everyone to get their money out and use a different bank because your money is not safe here. This all happened at Renasant Bank main branch in New Albany, MS.

  Business response

  10/31/2022

  Ms. ***’s situation has been escalated to a bank regulatory agency. Our response will be provided directly to our customer and regulator once complete. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

*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. ↩