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Business Profile

Bank

Renasant Bank

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Renasant Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Renasant Bank has 139 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been with Renasant bank for over 11 years and I am truly disappointed that a bank cant issue multiple cards with different names on the card for a business. They are telling me that each card issued has to have the business name and my name on it. That is the most insane thing I have ever heard of and then they say I cant order cards from the 800 number that I have to go into the branch again this is insane. I have talked to both customers service by phone and in person I am waiting on a call from the regional manager and if he tells me the same thing about the names on the cards I will close all three of my accounts and go elsewhere!!!!!! I dont want to close my accounts but I will if ********************** cant meet my expectations.

      Business Response

      Date: 05/22/2025

      As you requested, we addressed this matter directly with Ms.Guess by phone. To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed my ******** debit card in the *** at this branch this afternoon, attempting to make a withdrawal in order to deposit cash into my Renasant Bank account. The atm took my card and kept it. The manager of this branch informed me that although she had the power to unlock the card, Renasant has a policy not to release debit cards stuck in their atm if the card is not from Renasant. She admitted that they didn't service this atm machine, and that I am a Renasant customer. She and the rest of her staff were nasty, disrespectful, unprofessional and rude about this nonsensical, disgusting policy. I still deposited with a check, but my debit card (PNC) doesn't have a branch in *************, it is a great inconvenience that this apparently passive aggressive, punitive action is used for some illogical reason against Renasants own customers.

      Business Response

      Date: 03/28/2025

      As you requested, we addressed this matter directly with ********* on March 28, 2025, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:12/13/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently purchased a home through Renasant Bank in ***************, ** and it was the most traumatic experience I ever encountered. My loan officer, ****** *****, was the most unethical and untrustworthy person I have ever worked with. He is a liar and has no integrity. For a company to allow such a person to represent them, says a lot about that company. My closing date was pushed back three times and the first time I went in to close, it was a fraudulent closing where I did not own the house but was given possession. By the time I found out that I did not own the house, the seller was upset and charged me occupancy fees and the lender (****** *****) agreed to pay them just to close the deal. Once we finally closed, he and the company decided that he/they weren't going to pay it leaving me (even though this was due to their error) high and dry to pay it. Horrible!!!Many people have similar horror stories with with this man. My previous realtor dropped me when she found out that ****** ***** was my loan officer. She stated that he was very unprofessional, unreachable when urgent and has a terrible attitude. I should have listened to her and stayed with my initial mortgage company. I could have save myself a lot of stress, heartache and pain. I would advise everyone, please do not work with this company or with ****** *****.

      Business Response

      Date: 01/06/2025

      Thank you for providing the information regarding Ms. *************** We have fully investigated this matter and have provided a response to her by phone on December 30, 2024. Due to privacy concerns, we are unable to share the details of our response. For any questions, please contact Ms. ****** directly. Thank you.

      Customer Answer

      Date: 01/07/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have spoken with ***** ******** who was very apologetic and find that this resolution is satisfactory to me. 

      Regards,

      ***** ******

       

    • Initial Complaint

      Date:08/01/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Money was stolen from my account at the end of May. I had noticed my card needed to be included, thinking I had lost my card. I went to the Renasant Bank in ******* to get a replacement Card. He informed me that money had been withdrawn from my account. He replaced my card. I asked what the process was for me to get my funds back. He said it was more than just if someone used my PIN. He requested video footage ( this took a week); I returned to the back the following Monday and asked about the progress. He has not gotten any information but will send an email request again. I called later that week with the footage (which showed it was not me drawing money out). The following process was filing a report ( done and given to ***********************) and signing the affidavit on the money stolen (done). I have yet to hear anything from the bank. I went to *********************** and asked about the process; the Bank manager told me it was stealing being investigated, but if I talked to Shavvon, where I opened my account, she could help me. ****** said my case was closed because the information had failed to be returned to the fraud department. Between all of this, I was calling customer service and failed to comply. I had to go back to *********************** and ask why he did not respond to the email requested information.There has been a back-and-forth process with no help or compassion for a loyal customer. No one had any real emergency or concern to help resolve. Everyone was on the defense. The bank Manager in ******* made it miserable, knowing they refused payment.

      Business Response

      Date: 08/20/2024

      As you requested, we addressed this matter directly with *************** on August 20, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:07/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Renasant Bank has always been bad, but now its gotten even worse. The customer service is horrendous. I asked why the check from a business couldnt be processed and the response by the manager was Well, we can just give you the check back to figure it out somewhere else. What? Thats how Renasant deals with customers? I have been a customer for 6 years, but this is the last straw.

      Business Response

      Date: 07/25/2024

      As you requested, we addressed this matter directly with ***************** on July 25, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

      Customer Answer

      Date: 07/28/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

       Complaint: 21991554

      I am rejecting this response because:

      I have attached the letter from Renasant  I made a complaint and now Renasant is closing my account. All because I made a complaint. I will now be blasting on social media this letter to everyone to stay away from Renasant Bank. 

      Regards,

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

    • Initial Complaint

      Date:02/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today I had a wire transfer sent into my checking account. I had the money put in my account to cover the cost for inventory for my at home business. I have received wire transfers from this company more than once with the same information. On a Friday 2/09/24 at about 3:00 pm I started trying to track down my money to see why it wasnt in my account & was given the run around, I had no idea that there was a wire department but there is although it is a completely useless department. At first I was told that I couldnt speak to anyone in that department, and would have to wait for someone in that department to email the lady helping me.long story short never got a response from the wire department. I was able to get the phone number to the wire department & the lady I spoke to was extremely rude & sent me to a random customer service person who in turn sent me to a random ladies voicemail. After that I called again no one in the wire department would answer at that point. I called customer service who tried to help but she couldnt do anything because the wire department was closed until Monday so nothing could be done since the wire department didnt like that my business name was on there with my actual name even though it had gone through like that multiple times. This has caused great stress given they did not want to fix the problem before their department closed and left me in a terrible situation given that I had already paid for my inventory. The rudeness and lack of care for their customers left me overdrawn with fees building over the weekend. This bank has not been the same since the changes since this past summer. It would be a much better system if more than just one person could help with issues. Maybe some cross training with customer service and the wire department so that the customer can continue to be helped, or maybe have the wire department stay as late as customer ************** of the day on Saturday like other departments.

      Business Response

      Date: 02/26/2024

      As you requested, we addressed this matter directly with ***************** on February 26, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:02/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In december my card got hacked and a ****** transaction was done then on January 21,2024 I received a call on that came in showing Renasant bank and I was told by the gentleman on the phone it was your fraud department .. he knew everything about and in my account . I did not have to give him ANY info. Long story short I filed a dispute and took in my police report and next thing I know the lady *** and ***** at my bank in valley , **. Had canceled my husbands debit card without his knowledge and also shut down our online banking. They told me I would not be issued any more debit cards and I ask how were we to check our balance and I was told I would have to call or come by bank . This has been a nightmare , I am having to call every day just to see if my provisional credit has gone in. I message *** yesterday and told her I need access to our account so we will know when all our direct deposited go in etc. I receive an email Back stating our online banking would NOT be re enstated and that no more debit cards would be issued because of the fact I reported this call and the fact my account got wiped out and this bank or fraud department change my password and I disputed it that my online banking has been permanently shut down and any copies I need of bank statements for my tax purposes I would have to get the bank to copy and i would have to PAY FOR THEM! Plus my ****** provisional Credit that I received back in December for the card hack was REVERSED and took back out of my account making me negative again ! I have been treated like the criminal here and not the victim . I want my ****** back that was stole from Me and this last hack in January I believe was an inside bank thing. I am in the process of hiring an attorney . How can you deny access to a customers bank account !! This is crazy and I will be suing this bank and your 2 employees who have treated me like Im a piece of C***

      Business Response

      Date: 02/22/2024

      As you requested, we addressed this matter directly with *************** on February 22, 2024, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:11/03/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I don’t bank with them. I stopped in to use their ATM. I withdrew $550 dollars. The atm didn’t dispense any bills. I live over an hour from this branch. I drove back the next day they were open, they did nothing to help me. I’ve been waiting since October, 21st 2023 for a resolution. They only refund their “clients,” immediately. Am I not a client when I use their ATM? I paid the $4.50 fee as well! The day I met with them they said they would call me back later that day to tell me what was going on. I never received a call. I tried calling them and leaving voicemails days after and it took days for them to call me back. They said I have to dispute it with my bank to get the money back. Well how long does that take, 45 days! So they stole, $550 dollars from me. When it’s returned it will still be the $550 dollars they took from me weeks ago going on months now! If I were to do this, I would be in jail! How come they can just get away with this? They’re essentially borrowing my money and using it right now while I dispute this atm charge. They’re gonna make interest off my money, but I’m not gonna get anythin, except my money being tied up for God knows how long. This is very unprofessional.

      Business Response

      Date: 11/17/2023

      As you requested, we addressed this matter directly with Mr.
      ******** on November 17, 2023, in writing, which should be received within the
      next five business days.  To protect our
      customer’s privacy, we are unable to provide you with the details. Our customer
      may use their discretion in sharing our response directly with you. Please let
      us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:10/01/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On the 17th of September I made a deposit into my accounts to cover the cost of a bill that was going to clear on the 18th. On the same day an unauthorized external transfer came into my account. The bank used the deposit I made for 250 to clear some of the external transfers when it was returned. I have called and spoken to a **************** every day since this occasion. He has refused to return my ****** to the account so that I can pay my bill. On Thursday the 28th I spoke to **************** and he promised to allow the transaction to go through. The company has since attempted to withdraw the funds again. I have been told that unauthorized transfers coming into my account is suspicious and that he is trying to work on a resolution. I feel I am being penalized for the bank not being able to understand what happened in my account. My phone is now in danger of being shut-off. If my bill is not able to be debited on October 8 I will be disconnected.I do not have documentation because my entire account is managed online through the app. I have been banned from viewing my account.

      Business Response

      Date: 10/16/2023

      As you requested, we addressed this matter directly with *************** on October 16, 2023, in writing, which should be received within the next five business days.  To protect our customers privacy, we are unable to provide you with the details. Our customer may use their discretion in sharing our response directly with you. Please let us know if we can assist further regarding this matter.

    • Initial Complaint

      Date:07/03/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      One June 24, 2023, Renasant Bank changed its digital layout. As a customer, I haven't be able to log into my bank account through the bank's site or its corresponding app.

      The bank shows my old number and states that I muest receive a text or call to receive a one-time login code. Since I no longer have that number, I need to use my current one.

      The bank provides the number to its Customer Experience Center, but it's extremely busy and it's callback feature isn't working. I can't correct my number because there are too many customers facing (potentially) the same issue since this new rollout.

      I attempted to use the bank's number in order to check my balance over the phone. However, the bank requires a phone PIN that I didn't set up because:

      1. I didn't know this was an option
      2. I've never had any reason to check my balance over the phone because I was always able to login online

      Renasant Bank doesn't even allow the use of security questions, and since I can't contact them I can't verify my identity using the information they have on file for me.

      It's been 9 days since I can see my account information. This is becoming stressful because I can't verify any potential fraud, make sure I have enough in my balance for certain bills, and monitor *my* money in any way.

      Business Response

      Date: 07/11/2023

      Ms. ****'s situation has been
      escalated to a bank regulatory agency. Our response will be provided directly
      to our customer and regulator once complete. Our customer may use their
      discretion in sharing our response directly with you. Please let us know if we
      can assist further regarding this matter.

      Customer Answer

      Date: 07/11/2023

      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. 





      Regards,



      ****** ****




       

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