Complaints

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

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  Truist Bank

  214 N Tryon St Charlotte, NC 28202-1078

  
• 

  Truist Bank

  1401 S Salisbury Blvd Salisbury, MD 21801-7126

• 

  Truist Bank

  1901 Harper Rd Beckley, WV 25801-2611

• 

  Truist Bank

  8074 Mechanicsville Tnpk Mechanicsville, VA 23111

• 

  Truist Bank

  4695 Highway 90 Marianna, FL 32446-3505

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:06/06/2025

  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.

  On April 10, 2025, I opened a checking account with **********************. Since then, the account has been closed by the bank without any clear explanation. As of todayJune 6, 2025I have yet to receive the return of my ******** has been nearly two months, and despite my attempts to contact Truist and resolve the issue, I have not received any updates or the money that was in the account at the time it was closed. I am seeking assistance in recovering my funds and holding Truist accountable for this delay and lack of communication.

  Business Response

  Date: 06/06/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Account Closing on their DDA. Please see attached blank authorization form.

• Initial Complaint

  Date:06/05/2025

  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.

  Beginning 5/23/2025, Truist has quite literally given away my bank account to someone with the same date of birth and similar social security number to me. I first noticed the name on my bank account had been changed and contacted fraud. They wouldn't speak with me because my name wasn't on the account anymore. I went into a branch, and the name was changed back to mine. Was told it was either fraud or internal error. 3 days later the name and biographical information of the other individual. I again went into a branch. The name was changed back to mine and I was told this was an internal truist error due to the similar socials. I was promised it was fixed. 4 days later the bank account name was changed AGAIN. Truist fraud refuses to speak with me because my name isn't on the account. I cannot keep taking time off of work to go in and try and fix this. All of my automatics payments are not working (ie rent) because the name and social on my bank account do not match. I NEED TO BE CONTACTED NOW AND THIS PERMANENTLY FIXED.

  Business Response

  Date: 06/06/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Fraud on their DDA.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/05/2025

  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.

  On November 7, 2024, I placed an order with Topline ************* (Topline) to procure a gas furnace (**** system) to replace my existing **** system. Simultaneously, the Topline sales representative acquainted me with Service Finance Company ****** a financial institution that proffered a 15-year installment loan to facilitate the acquisition of the new **** system. On November 8, 2024, ********************** a technician from *******, accompanied by his assistant, arrived at my house in the morning to install the new gas furnace. A few hours later, Mr. *********** apprised me of a damaged electronic component within the electronic control board of the **** system; however, he assured me that the system remained operational. He told me that within two weeks, their company would reach out to arrange for the replacement of the defective electronic component. Subsequently, he demonstrated the operation of the new **** system and provided me with an estimate,Regrettably, after a lapse of three weeks, I had not been contacted by anyone from Topline, until the installation manager of Topline, ******** ********, reached out to me via email on April 26, 2025, On November 20, 2024, I received an email from *** regarding the installation of the gas furnace. I promptly contacted *** to inform them that the installation had not yet been completed. On January 11, 2025, I received an email from ***** ******, Complaint Resolution Specialist of ***. In his correspondence, he conveyed that Service Finance Company ***** has duly noted your complaint.The billing for this application will not commence until the complaint is resolved. On April 24, 2025, I received an email from ******** ******** of ***. She informed me that *** has acknowledged the receipt of my complaint. Please be advised that an open complaint does not absolve my obligation to make scheduled loan payments.*** sent me a billing statement on April 30, 2025.

  Business Response

  Date: 06/06/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing on their Loan.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/05/2025

  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 have been on the ohone with your customer ********************** for over 4 hours in total I placed a cc transaction was told it didnt go thru saw it on my account called and was told t It wa declined for fraud and it dropped off I went ahead and redid it as the *** told me then I called fraud waited 33 minutes in hold to be placed on hold and call disconnected. That wa almost 10 pm at night this morning I reached out cause I looked in *** c point and saw both transactions pending so what I was told last night and then call disconnected and no one. ****** back. You have these ***s in working in different countries that dont speak English and their systems do t work. At 5 am today I looked saw both transactions posted and called spoken to ******* he started that they both went thru sent me over to ***** in disputes to sipute the second charge almost 2 hours in the call she placed me on hold and the call ended again no call back. I cant believe that your company things these policies are ok to treat customers like this. This is the second issue I have had with this rewards card and customer ********************** I sent emails for both so at this point it is 730 am and I need to start working I am not sure what the *** did if she filed a dispute or not almost 2 joy re later, I had to call the hotel in ******** myself to see what happened since your ***s are all giving incorrect information I am expecting a call back or email from truist and also and explanation of what occurred in my cc and that I am seeing almost 4000 in charges. I alm also want in v to be reimbursed for my international charges as I had no other choice then to call and find out if my reservation went thru.

  Business Response

  Date: 06/05/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Fraud on their Credit Card.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/04/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name:SHEFFIELD Account #:**********Balance:$0.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 06/05/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing on their Loan.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/04/2025

  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.

  I made a payment on a loan, the loan clerk took my payment but applied the amount due. I questioned why he did it. I did not get an answer. I immediately cancelled the account paid off the amount due however the loan clerk did not return my $395.28 back in my account. I am still awaiting a refund after 2 weeks. My bank charged me $3.00 for overcharge.

  Business Response

  Date: 06/04/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing on their Loan.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/04/2025

  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.

  Since last year I am trying to open a bank account online, and it always tells me that it cannot verify my identity. I am using my login since I am an existing Truist client, to open the account with the current bonus you have. I cannot go into a branch an open because the bonus is strictly online yet you make it difficult to create it online. I am an existing Truist client.

  Business Response

  Date: 06/05/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about  Account opening on their DDA. Please see attached blank authorization form.

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because:
  

  Uploaded document is attached. This wont be resolved until I am able to open an account with the 400 bonus code

  
  

  Business Response

  Date: 06/05/2025

  ***** ********** is in receipt of the rejection and will provide a response no later than 15 calendar days. ***** can be reached at *******************************************

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because:
  
  issue has not been solved.
  

  Business Response

  Date: 06/06/2025

  ***** Livingston is in receipt of the rejection and will provide a response no later than 15 calendar days. ***** can be reached at *************************************************

• Initial Complaint

  Date:06/03/2025

  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 went to a Truist branch on **************************** in *********** WV today at 4pm to get a letter statement that one of my accounts was to new to have a statement. I complained that there was seven people there but only one employee was helping customers at the counter. A man from an office name ***** came out and proceeded to argue with me that there was also someone at the drive through so that would mean there are two employees helping customers. He became disrespectful as he was talking on his cell phone and started saying have a nice day multiple times.

  Business Response

  Date: 06/04/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing.  Please see attached blank authorization form.

• Initial Complaint

  Date:06/03/2025

  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.

  The correspondence regarding ** renewal directs me to call **************, and the customer ********************** *** cannot help me. She refers me back to the local branch. She states I can call the local branch or go by there. This is after I go through a lot of phone tree options. Then I call the local branch and the message states to leave a message because they are unavailable. And it doesn't give me an opportunity to leave a vm. The ** matures today, and I have until the 13th to decide what to do with it. Everytime I call the customer ********************** center (several times over the past year), the customer ********************** *** is not able to help me. Why put the phone number on the letter or card?

  Business Response

  Date: 06/04/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing on their CD. Please see attached blank authorization form.

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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 am seeking a refund of a mortgage payment that was deducted from my checking account prematurely. These funds that were taken out of my checking account were being used to feed my two granddaughters and provide support to them. I contacted my mortgage company, and they refused to reinstate the payment to my account. My records show that I ALWAYS pay my mortgage payment on the 15th of every month.

  Business Response

  Date: 06/03/2025

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about Servicing on their Loan. Please see attached blank authorization form.