Mortgage -- Problem with a company's investigation into an existing problem -- Complaint #14352466
Complaint Overview
Complaint ID: 14352466
Company: Trustmark Corporation
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem
Sub-Issue: Was not notified of investigation status or results
State: Alabama
ZIP Code: 35803
Date Received: 2025-06-28T12:00:00-05:00
Date Sent to Company: 2025-06-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
On XX/XX/year> a man went into the XXXX Branch of Trustmark Bank and using a fake Passport ID took out a cash advance of {$9500.00} against our XXXX held with Trustmark. This transaction was fulfilled by a teller without approval from the XXXX bank XXXX ( as told to me and required per company policy according to our local XXXX AL branch XXXX ). In fact, according to our local branch XXXX, the teller helped the man ( captured on video ) fill out the withdrawal form. I discovered the transaction on XX/XX/year>, on my XX/XX/year> paper statement and reported it immediately to the local branch manager, with whom I met in person XXXX XXXX later where I signed an affidavit. My husband also signed an affidavit, returned to the bank the following day. I also filed an identity theft report with XXXX police ( no follow-up as yet ) on XX/XX/year>. The only followup we have received was a phone call on XX/XX/XXXX from the bank security manager alerting me to a hit on my credit report and that we would receive a letter from the bank offering us a year of free credit monitoring from Equifax, which we have both utilized. No mention in that letter on the status of the refund of {$9500.00} to our account. We checked out credit today and the withdrawal amount is still outstanding.
Frequently Asked Questions
What is Complaint #14352466 about?
Complaint #14352466 was filed against Trustmark Corporation regarding Mortgage specifically about Problem with a company's investigation into an existing problem. It was received by the CFPB on 2025-06-28T12:00:00-05:00.
How did Trustmark Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Trustmark Corporation?
Yes, visit the Trustmark Corporation company profile at readthecomplaint.com/company/trustmark-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.