Consumer complaint received 2023-01-25
Company: TRUSTMARK CORPORATION
State: TN
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I'm filing a complaint against Trustmark National Bank. I applied for a XXXX  on XX/XX/XXXX at the location in XXXXXXXX XXXX. On XX/XX/XXXX, I asked about the status. On XX/XX/XXXX, I received an email stating that the XXXX was declined due to XXXX. I replied that I was very surprised because I closed on a XXXX  with Trustmark on XX/XX/XXXX and I didn't have any additional debt with the same income. I paid off and closed my XXXX  and reapplied because I wanted to receive the {$10000.00} grant that they'e giving due to the settlement with DOJ and CFPB. The manager of the branch told me that Trustmark couldn't retroactively date my XXXX from XXXX to present. On XX/XX/XXXX, I received an email from my financial services rep stating my XXXX was approved.The process was very swift the first time that I applied in contrast to the second time. On XXXX, I was to resend pictures of my house and I did, and I was asked more questions the second time. On XX/XX/XXXX, I asked when my XXXX would be closing. After going through a long, drawn-out process, my XXXX  was declined because Trustmark said they can be in 3rd lien position . I asked why I received a XXXX  once and then declined this time. I feel like I'm retaliate against because I closed my XXXX. I asked for denial disclosures and I was not given one. I provided a MIN summary stated tht XXXX ( formerly XXXX ) transferred my mortgage to XXXX. The second lien is {$15000.00} with the same entity XXXX. I was told the underwriters overlooked the second lien the first time. In contradiction, the financial rep told the second lien was added after I applied for the second Heloc. The two liens were recorded with the XXXX XXXX XXXX of Deeds on XX/XX/XXXX after I closed on my house XX/XX/XXXX. When I went into the branch, the rep showed me two packets which seemed to be doctored to appear like the second lien was added after I applied for the XXXX XXXX  ; however, XX/XX/XXXX is the recorded date on both liens on the packets. I took a snapshots on both packets because I was told the packets couldn't leave the branch. The financial rep was excellent but I believe she was directed on what to tell me. It's very confusing because I received a home equity loan from Trustmark which I closed on XX/XX/XXXX and they put a lien on my house. At the bare minimum, I feel like I should be granted the XXXX and the {$10000.00} XXXX. I believe the way Trustmark handled the processing of XXXX application was totally unacceptable. My mother has been an account holder with them since XXXX, and I established my first account with them when I was XXXX or XXXX. This made me disappointed and I lost trust in them. There seem to be some XXXX because I was given misleading and false statements and Trustmark failed to give me denial disclosures. I'm thankful to have an agency to file my grievances and I look forward to hearing from you and Trustmark.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation