September 30, [redacted] Dear Ms [redacted] : We received your concerns regarding customer service and payment history I would first like to apologize for the unpleasant experience you had This matter has been looked into and addressed The monthly payment on your mortgage is $1, The payment amount did increase in March to $1, The increase was due to a shortage in your escrow accountThe attached documents will reflect the increase in your monthly payment and also show where payments of $1,were made from March to September of this yearIn reviewing your account, it has been determined that your September payment was short $and because the difference was not paid until September 20th, a late fee was incurredPlease accept this letter as a response to your concerns Sincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank
June 6, RE: [redacted] [redacted] [redacted] Ms [redacted] : We received your concerns regarding one of our associates On behalf of Trustmark, I apologize for any perceived infringements into your personal matters In talking with the branch staff at Leavell Woods there was a concern about your child’s wellbeing, as they did not see an adult with your daughter in the branch Our associates do have access to various levels of account information, including strict access to customer personal information without account detailThis information is granted to better serve the customer and to protect their account information Again, we apologize for the misconception that this incident may have causedPlease accept this letter as a response to your concernsSincerely, [redacted] First Vice President/ Fair Banking Manager Trustmark National Bank
May 9, [redacted] Dear Ms S***: We received your concerns regarding customer service In reviewing your concerns and talking with bank associates, we are all in agreement with the actions that took place on April 21, A check made payable to you, a non-customer, was brought to the North State Street drive thru A Trustmark customer accompanied youA Trustmark associate stated that we could not cash the check nor could we deposit the check into our customer’s account because the check was not payable to her The associate was in fact following bank procedures These procedures are set to protect customers, non-customers, and the bank In an attempt to further assist you, we recommended going to a full service branch nearby to discuss with an associate While we understand your frustration, the Trustmark associates that you spoke with were following procedures set to protect the safety and soundness of the interested partiesPlease accept this letter as a response to your concernsSincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank
June 17, [redacted] Dear Mr [redacted] : We received your concerns regarding the servicing of your mortgage account The account is set on automatic draft; however your April payment was unable to be drafted from your account due to insufficient funds There were two payments that were drafted in May, which brought the loan current As of today’s date the loan is current with your last draft posting on June 5th In order to ensure that your payment is made in a timely manner, it is imperative that the account your payment is drafted from have enough monies to cover the payment We appreciate your business and hope that this explains your recent loan history Please expect this letter as a response to your concerns Sincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank
September 30, [redacted] Dear Ms [redacted] : We received your concerns regarding customer service and payment history I would first like to apologize for the unpleasant experience you had This matter has been looked into and addressed The monthly payment on your mortgage is $1, The payment amount did increase in March to $1, The increase was due to a shortage in your escrow accountThe attached documents will reflect the increase in your monthly payment and also show where payments of $1,were made from March to September of this yearIn reviewing your account, it has been determined that your September payment was short $and because the difference was not paid until September 20th, a late fee was incurredPlease accept this letter as a response to your concerns Sincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank
June 6, RE: [redacted] [redacted] [redacted] Ms [redacted] : We received your concerns regarding one of our associates On behalf of Trustmark, I apologize for any perceived infringements into your personal matters In talking with the branch staff at Leavell Woods there was a concern about your child’s wellbeing, as they did not see an adult with your daughter in the branch Our associates do have access to various levels of account information, including strict access to customer personal information without account detailThis information is granted to better serve the customer and to protect their account information Again, we apologize for the misconception that this incident may have causedPlease accept this letter as a response to your concernsSincerely, [redacted] First Vice President/ Fair Banking Manager Trustmark National Bank
May 9, [redacted] Dear Ms S***: We received your concerns regarding customer service In reviewing your concerns and talking with bank associates, we are all in agreement with the actions that took place on April 21, A check made payable to you, a non-customer, was brought to the North State Street drive thru A Trustmark customer accompanied youA Trustmark associate stated that we could not cash the check nor could we deposit the check into our customer’s account because the check was not payable to her The associate was in fact following bank procedures These procedures are set to protect customers, non-customers, and the bank In an attempt to further assist you, we recommended going to a full service branch nearby to discuss with an associate While we understand your frustration, the Trustmark associates that you spoke with were following procedures set to protect the safety and soundness of the interested partiesPlease accept this letter as a response to your concernsSincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank
June 17, [redacted] Dear Mr [redacted] : We received your concerns regarding the servicing of your mortgage account The account is set on automatic draft; however your April payment was unable to be drafted from your account due to insufficient funds There were two payments that were drafted in May, which brought the loan current As of today’s date the loan is current with your last draft posting on June 5th In order to ensure that your payment is made in a timely manner, it is imperative that the account your payment is drafted from have enough monies to cover the payment We appreciate your business and hope that this explains your recent loan history Please expect this letter as a response to your concerns Sincerely, [redacted] Vice President/ Fair Banking Manager Trustmark National Bank