Consumer complaint received 2024-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUSTMARK CORPORATION
State: AL

Complaint narrative:
On XX/XX/XXXX my husband and i opened a joint bank account at Trustmark bank. I used a check from XXXX XXXX that had been issued to me on XX/XX/XXXX for around {$7000.00} as my deposit for the new account. When i got home i signed into my account but it read the balance as XXXX. It was XXXX but i still called XXXX and was transferred to a voicemail where i left my name and phone number and expressed the urgency in my call being returned due to this surprising error. The next day i still had not received a call back and attempted at around XXXX XXXX  to call the bank. I spoke with XXXX in the fraud department. She informed me she had put the hold on my account, she was very abrasive and insisted the check was fraudulent and it would not be deposited, and my account would be closed in the next few days, she is very insistent on this being a fraud scam but was reluctant to answer any of my questions as to why she thought it was a scam. Her first explanation was i quote " as soon as i saw the name i put a hold on it. '' At the time i was so flustered by her beratement of accusations i did not catch her meaning. I just moved to XXXX XXXX  ( where the branch location is ) from Texas. My last name is XXXX. And that was apparently enough for her to automatically assume it was a fraudulent check. But since like i said i was still a little confused i continued to ask why she thought this check was fraudulent. She finally said that the account numbers were wrong that was not the account number for XXXX and so the check would not be cashable, That is a lie. The routing number on the check is not incorrect i called XXXX and verified the info when i first received the check in the mail because the check was issued to me from a old account concerning a previous marriage and child support that had been in arrears. Nothing that XXXX was accusing me of made any sense or had any real sustenance into why she had decided the check was fraudulent other than my last name was XXXX. I thought maybe the check had a misprint so i called XXXX XXXX  and verified all the info with them a third time. Then i called XXXX back at the fraud department only for her to tell me that nothing was going to change when they ran the check it would come back as a fake and my account would be closed. This is already the second day after i made the deposit and she still had not attempted to run the check to see if it was real or not. Nor did she bother to check XXXX routing number because i did and its the correct routing number. But it gets worse. My check went through cash has been deposited it is Friday evening ever thing would be fine except for XXXX being a bigot except XXXX went out of her way to make my account $ XXXX So even with my non fraudulent check doing exactly what its supposed to do which was open the account i have an available balance of - {$99000.00}. Because XXXX and her due diligence to not research an incoming check but instead place a ridiculous hold on a very legitimate non fraudulent person 's bank account and this person 's family. My family will not be able to access the money from the direct deposit of my XXXX XXXX Veteran XXXX that was going to be deposited into that account, nor can we explain what happened to our mortgage payment that is automatically deducted from the account with the negative XXXX XXXX dollar balance XXXX placed on my account just for having the last name XXXX. The utter stupidity of your fraud department and lack of doing any real research as to something as simple as a routing number on a check. Is beyond words but in addition to the fact its Friday and so no can help me until the fraud department returns on Monday to clear any of this up. It's so unbelievably stupid you pay these people to mess up people 's lives i don't think the magnitude of their actions really even crosses their minds. I can not even buy diapers for my XXXX XXXX XXXX XXXX  this whole weekend until Monday morning Even though my check is legitimate, and my deposit is in my account. It just is inaccessible because of a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX dollars and XXXX cent hold.

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