Consumer complaint received 2022-02-22
Company: RENASANT CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I once opened up a checking account with renasant bank in XXXX with {$55.00}. I withdrew to {$0.00}. And in less than XXXXdays the account was closed with no warning after reading their site at the time, that after at least XXXX months with no activity, they may close an account. I was also yelled at by a customer service person over the phone for trying to ask a simple question about the closure. After receiving constant emails from Renasant Bank recently, over the past several months, on XX/XX/XXXX, I went into a branch to open a savings account with a large check from a legitimate business transaction. I started online but then left my app incomplete to visit a branch with such a large check. This was a legitimate WRITTEN CHECK, WRITTEN AND SIGNED IN INK BY THE PAYER. I'm complaining about when I walked in to speak with someone, i was turned to a gentlemen whom I informed that I'd like to deposit a check. He began to yell at me before I was able to calm him down. One would believe that alcohol or substance abuse may have been a factor. I was dressed very nicely and appropriately without cause. I explained to him that their recent emails was what brought me in, as he refused to open me up an account. After sitting down showing him all the emails they'd been sending, strangely, still classifying me as a " valued customer '', he walked out with the check and came back in the office and decided to open me an account. Renasant holds your account number if you open accounts online until you come into the branch with proper identification ; but will definitely forward your account number, in person, if you open your account inside the branch. What they had as their scam was to hide the account number from the paper portfolio given to me after processing to leave with, and did so. He had given me a receipt for my check deposit but sent me home with no account number, holding, both my large check and my account number, for himself. He also gave me a XXXX business day delay on my funds availability which some would say is usual with new accounts, but also believing my check was a new years " present '' to me, which it was not. He wanted to make my own check a XXXX XXXX XXXXXXXX to me, which I have a complaint about. After maybe XXXX days ( XX/XX/XXXX ), I called renasant after having an email about my account number not being given, ignored or not responded to. When I spoke to someone to see if my account was even open, after experiencing their fraudulent behavior, the person took information to access the account and told me the check had been returned as " refer to maker '' the account was closed. But at the end of the call, I acquired about reopening the account and she told me, " oh it's open, just make a deposit. '' I became upset and asked why she said it was closed. I had to raise my voice at this point because they scammed my account number from me ; for me to see online the day after, if there was any activity. I called back a day or so later and the customer agent said the check was returned, refer to maker, but then " squeezed in '' that it was sought as fraudulent ; not being sure, but attempting to harass me by telling me it was fraudulent to jealously turn down my business. Not because it was true. Sometime later I called to complain and was asked if I would like to speak to a supervisor ; but that the account was open, " you just need to make a deposit ''. They put me on with him and I am complaining that he said he was " out of town '', was basically in a car on his personal cell phone saying he wasn't by a computer, " hey you want your account number? Uhh it's XXXX ... ''. Then cut himself off and said hey look the account is closed. I said " hey, she just said it was open, but transferred me to a supervisor ''. At the end of the call he gave me his number and said he will call me in the morning to let me know if : " I will keep your account open ''. I said " wow ''. We left the phone after agreeing " okay ''. He called me in the morning, asked me how I was doing and said he was going to " go ahead and close the account ''. I'm complaining about him handling my issue from his cell phone and not an office, him asking me personal questions about the check, where it came from, he got heavily off subject, sounded possibly drunken or either not too good, even mentioned my check was more than he made a year ; because my check was not fraudulent. I'm complaining that I was pulled out of the customer service bracket and put on a personal call with what seemed to be XXXX XXXX person. He assumed it was fraudulent but when I asked could I call the bank the check was written on, he said YES, and also welcomed me to call him back with what they said because he wasn't sure. He only wondered if it was fraudulent. He was guessing and not in the know. It was a scam he was running. He lied saying the check was fraudulent. They must have never deposited my check and planned to only submit it by the XXXX business day ; no portion was available after the first business day as stated in their policy, as in the first {$100.00} or {$5000.00}. After I finished the discomforting and insulting call with him, a certified letter came from Renasant which I did not open, but instead, immediately sent back to them in a stamped envelope, as this seemed a bit XXXX. Even contacted a branch about it shortly after and they said they never heard of renasant sending any certified mail but then quickly changed and attempted to put the same supervisor on the phone with me. I declined and ended the call. I spoke with the branch, by phone, that I opened the account at, about more details ; she had a XXXX attitude, bolstering that the check was fraudulent and even told me that I could call the police if I wanted! Which is admittance that XXXX conducted fraudulent behavior towards me without ever confirming a fraudulent check. I then opened a regular letter from them later than I received it and it was a copy of the check. The check came back to me by mail, thank goodness, saying " returned '' for, refer to maker as reason, with the note that it was as good as the original check. That means it is not fraudulent. I'm complaining that they still have the original check as well as my information and could do anything with this. I want my information and finance protected in this matter as well as others '. All personnel at this bank inside and out have overwhelmingly dangerous attitudes and tones of voice that pushes any customer to suspect XXXX and/or possible XXXX XXXX. My check was never deposited and was not fraudulent. It was kept and XXXX. And now I'm worried about both, my and the check writer 's information, as well other people 's information. I'm complaining that this bank and its supervisor may need to be reported even to the XXXX. The check never had a chance to bounce or release. They never deposited the check, has seemingly run a complete scam, and now withholds sensitive information from me. Their job was to properly deposit the check and exercise proper funds availability methods, as long my check was properly addressed, signed, and valid for the deposit. They more than failed to do so. I understand there is crime prevalent, but their job is to " withstand '' and uphold normal deposit procedure at all times ; Not to hallucinate that I'm a son, a sibling or that they're a customer 's parents. I am complaining about the mental health stability and competence of the personnel at this branch, XXXX XXXX XXXX XXXX, XXXX, the supervisor, and his choices for customer service hires. They advertised as a bank but did not properly deposit my check. I did not receive the terms advertised.

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