Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Trustmark has never done anything right by me. My grandmother passed and had several old accounts and Mrs. ***** was the rudest ever. Couldnt find any of my stuff. Even after I was in before for several minutes. Waited over an hour for something they said was already done. Very unprofessional. Wont be back I would be scared they couldnt find my money again. 

  

  Business response

  01/09/2025

  Mrs. *** states her complaint is for advertising issues.  We are unsure what advertising she is referring to as we do not market our products to the public.  She states her grandmother had several old accounts.  Upon an obituary search, I was able to locate the obituary for ******** *******, listing ******** *** as her granddaughter.  We were unable to locate any coverage for Mrs. *** or Ms. ************** I believe the complaint may be against the Trustmark Bank is Mississippi. 

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my policy with Trustmark on September 26th and received a cancellation letter. Since then, they have continued to charge my bank account $17 each month (three times total). I called a few weeks ago and was told they would send a check, and my bank information was removed. Clearly it hasn't been removed, and I haven't received any form of reimbursement. They are billing me without authorization. It doesn't make sense why it's taking this long to stop payment and remove my information. I want my money reimbursed and some accountable of their end.

  

  Business response

  12/31/2024

  Attached is our response letter.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled this policy/account weeks/months ago. I requested a cancellation form from their company. I sent it in. I called numerous times as well. The company still has an account attached to my name. The company is not recognizing my signed and dated cancellation. The company is not destroying and handling my personal/private information correctly. I need the account canceled as well as my information properly removed from their systems.

  

  Business response

  12/05/2024

  Please see the attached letter and copies of the applicable documents. 

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the start of this Disability Insurance claim process (Case # CAS-*******-J8W2R9, started on 09/08/24), I discovered after several phone calls and attempts to get updates, that there was miscommunication between Trustmark and my employer's disability ***** case handler in that they didn't even have the correct contact information (phone and fax numbers). Trustmark should have followed up with my employer's disability ***** way before a week and half had already passed. If it wasn't for me intervening and providing Trustmark with the correct disability ***** handler person, *********** numbers, they would still be sitting on my case today, with no action taking place. And since then, there have been several more "issues" that transpired, which are indicative of everyone at Trustmark "dropping the ball."On top of all of these unacceptable difficulties, this company has the worst communication. From the beginning, I have made several phone calls and left voice and email messages and have had little or no response. After a few weeks, I was finally able to speak with my case handler, who requested even more irrelevant documents (she requested MD office notes from 3 yrs ago), which I complied anyway and have since sent in a timely manner (a week ago on 10/24/24); but still no response from her.Trustmark's overall handling of my claim has been personally detrimental in that I have received NO payments thus far and it has been almost 8 weeks! I'm reporting Trustmark for breach of duty and violation of good faith and fair dealings. This company has been shameful in dealing with me, despite me dutifully making my insurance payments without fail and being compliant with their requests.

  

  Business response

  12/05/2024

  Our records indicate that this complaint was first received on 11/25/2024.  Please see our attached response. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a charge from trustmark. I have never heard of them, have no accounts with them, and have never had a charge from them. I am suspecting fraud but because I have no information other than the charge itself, I have nothing to track. I would like to be contacted to resolve this and figure out if I need to contact my banks fraud department.

  

  Business response

  10/09/2024

  Attached is our response to your inquiry. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Nov. my husband will be 75 and I will be 73 **** is not well so i am writing to you from both of us because its happening to us both our Life Insurance premiums are going up which we understand it looks like they are taking money from our policy value until it is depleted we dont want them to do that we want them to send us the forms to fill out so we can send back to trustmark to raise our auto premiums that have been taking out of checking they dont take enough out so we eventually dont lose our policy which soon will happen theres not much left in the value we called them as soon as we noticed what they were doing because several of our friends lost their death insurance because of a situation like this 5 times on we called possibly more but then we started to mark down the names who we spoke to **** would do the talking and i would always give my permission to them to talk about my policy to him also that is a common thing they ask and the dates we called 5/30/24 but didnt ask for the name the girl said we didnt need a form she didnt help us she even said she was putting us on hold and like 20 minutes later came back on the line and said oh youre still there. and that was it with her then on 6/4 ******* said she will put the forms in the mail never received them on 6/10 ******* said oh it takes 2 weeks so if you dont get them call back in a couple days on so we called back on 6/14 talked to ****** said oh you should have got forms ill send them 6/19 Trasha i will send the forms never got them as usual please we need to move fast so our policies dont lapse those policies are to pay for our funeral. w have been making our premium s for a lot of years never even late shame on Trustmark please help us thank you from **** and *********************************

  

  Business response

  07/16/2024

  Attached is the response from Trustmark Insurance Company.

  Thank you,

  *************;

  Customer response

  07/19/2024

   
  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.
  Although I do not believe that the response from them is 100% truthful - I do believe that getting the BBB involved and with your fast response to my case, I was able to get the forms and send them back certified mail. Thank you. 
  Sincerely,
  
  ***** and *************************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently cancelled my Trustmark long-term care policy, and was informed by Trustmark that the cancellation would take effect on Feb 3, 2024.Now 3.5 months later, Trustmark is still deducting the policy premium from my company paycheck, and issuing me a personal check for the balance on a monthly cadence.I find this practice to be inexcusable, and potentially fraudulent. I have reached out to Trustmark via email multiple times, but have received no response, and have had no luck getting through to a representative via phone.How is this possibly allowed?

  

  Business response

  05/30/2024

  Hello, 

  Thank you for bringing this to our attention.

  After checking with out team, we received a reply from the Policy Owner on 05-21-2024 stating All good, I worked with Payroll at my company to cancel the Trustmark deductions from my paycheck. Additionally, we refunded a premium payment of $79.38 on 05-20-2024, and have totaled 4 refunds to date that have been sent to the Policy Owner. 

  We apologize for any inconvenience this may have caused. If there is any further action needed by Trustmark, please don't hesitate to contact us. 

  Thanks,

   

  Customer response

  06/07/2024

   
  Complaint: 21727805
  
  I am rejecting this response because: No action was ever taken on the part of Trustmark to resolve the issue (I had to directly request to my place of employment that they remove the Trustmark deduction from my payroll rather than Trustmark handling it on their end sometime in the 3+ months after my policy was 'cancelled'). In addition, there is still a balance owed me due to the fact that the deduction took place up until my 5/17 paycheck.

  I won't be accepting any response made by Trustmark at this point, as a) they took no action on their end to resolve the issue, b) were content with continuing deductions for 3+ months after cancellation of the policy, and c) refused to conduct any written correspondence, instead attempting to force me into phone calls with no written record left.

  I've opened a ticket with the state ************************* to flag this reprehensible business practice, and am fine with the BBB closing this ticket on their end, but again, do not accept Trustmark's response. 

  Sincerely,
  
  *****************************

  

  Business response

  06/14/2024

  Enclosed is a copy of our response letter and premium notifications sent to the employer to cease premiums in February, April, and June.  All funds received to date have been returned.  In the event we receive another payment, it will be returned as soon as possible. 

  Thank you,

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This company, trust ****, sent me a bil for ****** on March 28, 2024. I have no life insurance with this company and I do not have any business relationships with this company. I believe it is a scam, since I do not have any life insurance with any company. I have not signed any document for that company,unless my signature was obtained fraudulently. I have not requested any service from this company.

  

  Business response

  04/17/2024

  Our ************** is investigating this matter and will reach out directly to the complainant once we have gathered sufficient facts as to the cause of this issue.

  Customer response

  04/17/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had $168.70 a month taken out starting Jan 2021 ending in Jan 2024 which makes a total of $6,241.90 by Trustmark. I never signed up for this Life Insurance, and as soon as i found out I contacted Trustmark on Tuesday 3/5/2024 and cancelled this account, and asked for a full refund of the $6,241.90 and was told by ******* that they would look into it and contact me back. I have since received no correspondence back from Trustmark and therefore no refund. I have tried calling them several times only to be put on hold and never communicated with. I am very unhappy with this and would like a full refund given asap.

  

  Business response

  04/08/2024

  attached

  Customer response

  04/10/2024

   
  Complaint: 21511666
  
  I am rejecting this response because: I never signed up for life insurance. I spoke to my benefits **** and I was told twice they have no idea who this company is. All I know I never signed for it. At this time I was in hospital and recovering from open heart surgery so I did not get a chance to look at my bank account. Once I found it I started contacting my employer and then the company they told me they would look into it and get back to me and they did not. All I got was a bill and the few days after that I got a letter telling me account closed. 
  I never ever signed up for this. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/11/2024

  **************** enrolled in a group (through his employer) universal flexible premium life plan, certificate JTZ2HR, fully insured by Trustmark Insurance Company. The certificate was applied for on 10/18/2021 (2.5 years ago) and effective on 11/1/2021. Notice of Thirty Day Right to Examine: You may return this Certificate within thirty days after delivery if You are not satisfied with it for any reason. Trustmark never heard from **************** until 2024. A copy of his redacted application for insurance is attached. Trustmark has nothing further to communicate and our position remains the same. 

  Customer response

  04/12/2024

   
  Complaint: 21511666
  
  I am rejecting this response because: I never signed up for this. I dont need life insurance and I would never buy any. I NEVER EVER signed up for this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am no longer in need two ************** Insurance Policy. I reached out to Trustmark, via their website, and requested to have the policy cancelled. They sent me the paperwork; I completed it and emailed it back to them. Their return response was that I had to call a ***** number to cancel the policy. I recompleted the paperwork, per their original instructions and sent it back in. I do not want to call a ***** number and get a high-pressure salesperson to try to get me to keep the policy. I now have made multiple attempts to this company to get the policy cancelled with no response from Trustmark. Yet Trustmark keeps withdrawing funds from my bank account. Which at this point I consider theft. The policies are in the name of ************************* and ***********************

  

  Business response

  04/02/2024

  Due to the agreement we have with **************** employer, we are unable to cancel the coverage.  **************** employer collects the premium.  In order to cancel policies,they require employees contact ************** Solutions at **************.  

  Customer response

  04/03/2024

   
  Complaint: 21453664
  
  I am rejecting this response because: This is 100% false as my employer in no way collects the premium's. Trustmark collects the premium's directly from my personal bank account. My employer has nothing to do with this. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/22/2024

  ****************** coverage has been terminated at the end of the month following the receipt of the cancellation documentation on 1/25/24. 

  Customer response

  04/23/2024

   
  Complaint: 21453664
  
  I am rejecting this response because:
  

  Refunds for February and March were never received.  Trustmark made another withdraw on April 16, 2024 for $84.95 on a policy they stated they cancelled.

  I would like this complaint to remain open until Trustmark follows through and stops making withdrawals on a policy they stated they cancelled.

  Sincerely,
  
  ***********************

  

  Business response

  04/25/2024

  I am sorry.  The delayed second response was my error.  I did provide a response Monday morning advising we made an exception and terminated the complainants two policies.  The two expected refunds were issued on 4/17/24 and mailed within 2 business day.
   
  The complainant rejected our response again today citing she wanted to make sure she received the refunds and premiums stopped before it is closed.
   
  Another premium payment was taken on 4/16/24.  This will be refunded as well and I will respond to the BBB by 5/1/24 confirming this.
   
  Please accept my apologies for my late responses.
   
  Thank you,
  ********
   

  Customer response

  04/25/2024

   
  Complaint: 21453664
  
  I am rejecting this response because:

  I would like to keep this complaint open until all funds exchanged are received with no further withdrawals from Trustmark. 

  
  Sincerely,
  
  ***********************

*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. ↩