Complaints

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

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• 

  HomeTrust Bank

  PO Box 10 Asheville, NC 28802-0010

  
• 

  Home Trust Bank

  107 West Center Street Lexington, NC 27292-3009

• 

  Home Trust Bank

  8759 North NC Highway 150 Clemmons, NC 27012-6846

• 

  HomeTrust Bank

  201 S. Pollard St. Vinton, VA 24179

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  HomeTrust Bank

  499 Woodruff Rd Greenville, SC 29607-3417

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.

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  HomeTrust bank has stolen $959.86 I made a deposit and the ****** Rica told me the check did not clear so I deposited the check and the check bounced and for the last month she has Lied to me as I got a copy and cleared my account.. They refuse to pay me .......

  Business Response

  Date: 03/25/2025

  Good afternoon,
  Mr. ****** attempted to mobile deposit a check in the amount of $959.86 on February 20, 2025, from the State of TN Unclaimed Property into a HomeTrust Bank account that unfortunately was closed due to inactivity in December 2024.  HomeTrust Bank immediately processed a return to the bank where the check was drawn from. This was communicated to Mr. ******* however, unfortunately we were unable to track down the funds until March 24, 2025.  We received notice from the State of TN Unclaimed Property that they have received the funds back on March 21, 2025, and they are in process of reissuing Mr. ****** a new check.  You will see from the letter attached, First Horizon indicated the funds were originally credited to the wrong payee but then reversed and sent to the State of TN Unclaimed Property to be provided to the intended party, Mr. ************* This information has been communicated to Mr. ************* Let us know if we can provide any additional information.  Thank you.  
  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Re: ********** I opened a checking account with Home Trust while several promotions were going on.I received a promotional bonus for direct deposits, yet did not receive my promotion bonus for debit card usage. I called Ms. **** of the ********* ****** where I opened the account, and she informed me that I had to make the transactions, and cumulative total by December 12, 2024.I did so, but no credit was issued on my January, 2025 statement. I should receive $100.00, as I completed the specific transactions that she told me to do.

  Business Response

  Date: 02/18/2025

  Please see the attached response directly to the customer as this complaint was first filed with the Federal Reserve.  Thank you.  

  Customer Answer

  Date: 02/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Re: ********** My husband, and opened Home Trust checking accounts under a promotional offer. We received out promotion for the direct deposit, but did not receive the promotion for debit card purchases although we made the required transactions, and total required as told us by Ms. **** of the ********* ******.

  Business Response

  Date: 02/18/2025

  Please see the attached response sent the customer.  This complaint was also filed with the Federal Reserve.  Thank you. 

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My greetings and greetings, I hope you are all well. Let me start with this. I have opened an online account in Home Trust Bank.And the money that we had in this account has been transferred, even though the manager of the bank used to demand money from me and hurt me and told me to give the money to me first, then I will enable the transfer of money from your account. Whenever I used to transfer from online account to my local account, they have put PIN in many places and said that to open this PIN code, you have to deposit up-payment. You have to collect the fee. Sir, the matter has been going on for almost four months, but still I don't know any way. This banker has humiliated me so much.My complaint is against the bank manager, that thief Just tell me, please help us. Thank you

  Business Response

  Date: 03/04/2024

  Good afternoon, based on the information provided in the complaint, we are unable to locate a profile for this customer.  We would need additional customer identifying information in order to respond in a more detailed manner.  The address and phone number provided appear to be in ********, which is outside of our footprint.  Additionally, the complaint references opening the account online which is not a method of account opening that ********************** is currently utilizing.

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My bank acct keeps getting fraud alerts and I've had to cancel debit cards and all that comes with it. It happened again today and the bank is blaming me. This began when they started outsourcing to ********* for customer service. I want to close my account and use a different bank but I can't even get in touch with my banks fraud **** to correct the situation. Been on the phone for two hours... at work! They're selling or losing my info internationally as we speak!

  Business Response

  Date: 01/03/2024

  Good afternoon, based on a review of Ms. ******** account it was determined that on November 9, 2023, and again on December 28, 2023, ***************** received fraud alerts on her debit card activity.  The fraudulent transactions were able to be returned, and she was quickly issued a new debit card on both occasions.  HomeTrust has no way of knowing how her debit card information was compromised.  ***************** was advised to be cautious when using her debit card online, based on a review of a recording of her phone call made to HomeTrust customer service,which is located in *********, **.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called the ************* Support number ************** twice about a ZELLE transaction that was placed on hold and got a representative named ******. She asked a few question to verify my identity which was fine but then on the second call she started asking about the person I was sending the transfer to, like "who is she to you" like that was any of her business. ****** just needed to verify it was actually me a long time banking customer. I felt she took it too far and she didn't respect me as a long time customer trying to make a legitimate transaction. She needs more training on how to deal with customers, plus she seemed to be the only one working Saturdays because I got her both times I called. Anyway I plan on leaving this bank solely based on the support I received today.

  Business Response

  Date: 01/23/2023

  The customer called our ******************** due to a hold placed on a Zelle payment transaction.  We have protocols in place to help ensure the customer is not victim to fraudulent activity before releasing the hold.  This involves asking questions to help verify the recipient. We apologize if our customer believes this to be intrusive and hope they understand that these questions are designed to help protect the customer from fraud losses.  

  Customer Answer

  Date: 01/24/2023

   
  I am rejecting this response because it is simply gaslighting.

  There is no corrective actions and nor will there be.

  Trust me I understand the reason for asking question to verify the identity of the customer making the transaction, but the other question in question is simply non of your business.

  You can try to cover up mistakes by your employee to save company face but the questionable question, is just that. Thank you!