Business Profile

Bank

Truist Bank

Headquarters

Complaints

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

Customer Complaints Summary

4,002 total complaints in the last 3 years.
1,223 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.

Initial Complaint
Date:05/02/2025
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 am trying to open an online checking account but I get an error message and no one can tell me why. I get an "130" error code at their website. I contacted Truist via their website and also a local contact but no one has gotten back to me. Please escalate for an answer. Below is the response I have received when I set up an appointment at their local branch in *******. No one called me for the set appointment on 4/30/2025. I then emailed a local branch employee in ***************** and did not receive a reply. Thanks.A branch teammate will call you at the number you provided. We look forward to speaking with you.Appointment Number: SA-******* Appointment Date and Time: 4/30/2025 10:00 AM ET
Business Response
Date: 05/05/2025
We are in receipt of this complaint and will contact the non client no later than 15 calendar days to address the concerns about opening an account. Please see attached blank authorization form.
Customer Answer
Date: 05/05/2025

I am rejecting this response because: I attached the document Truist asked me to sign.

Business Response
Date: 05/06/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Crystal can be reached at *****************************************
Customer Answer
Date: 05/09/2025

I am rejecting this response because: the response referred to an employee named *******. I was never contacted by her.
Initial Complaint
Date:05/02/2025
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 opened checking account with this bank online on April 18, 2025 and transferred an initial deposit of a $50 to my new account from my other bank. Next day I recieved email, that TRUIST make a decision to close my account. They did not return $50 back to me for two weeks and multiple phone calls. On the last phone call they told me that they don't have a time frame when and if those funds will be send back to me.
Business Response
Date: 05/05/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about closing an account. Please see attached blank authorization form.
Initial Complaint
Date:05/02/2025
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 bought a ***** CRV 2018 on Friday, April 25, 2025. It was financed through Truist Bank. I wanted to refinance with North Carolina State Employees ************ in order to add ************** I asked for the 10 day payoff on Tuesday April29, 2025 via phone. They say they have sent it on Thursday, May ****** but ****** has not received it. Verified fax number with both banks. Went to ********************************** branch and they refused to give me a printed copy of 10 day payoff saying it had to be faxed. Called both banks and I cannot get any help from TRUIST to send me the 10 day payoff.
Business Response
Date: 05/05/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing a loan. Please see attached blank authorization form.
Initial Complaint
Date:05/02/2025
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 did all the proper steps to make sure Truist had the new and correct information for my homeowners coverage. Truist still paid the wrong amount. Their own coverage website shows the correct policy info and premium amount of $1691, but they paid them $1766. Truist cant even properly manage my escrow. A grade school child could do better. This is out of control that I keep having issues with Truist. I could manage my own escrow more effectively than this. Please ask Truist to figure out what steps they need to take to correct their mistakes. Their executive relations team would not speak to me; said they needed a case. I did everything I was supposed to do. Truist still failed me- again. Screenshot of their own website attached; it shows correct amount and that they paid a different amount
Business Response
Date: 05/05/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing a Mortgage. Please see attached blank authorization form.
Initial Complaint
Date:05/02/2025
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.
My home burned down in the California wildfires on January 8, 2025. I decided to sell my burnt lot. I paid off my loan for the mortgage on that now destroyed home with the insurance coverage payoff check, plus an additional check for the remaining balance, since the insurance money was not enough to cover it. I sent the checks by *** Ex so they wouldn't get lost, and Truist Bank got the money on April 2nd. I had a buyer, they put up a deposit and we opened escrow, but despite repeated phone calls to many different departments, Truist Bank has not sent me a letter to document that the loan was paid off, so I failed to perform on my escrow which was supposed to close today, May 2, 2025.
Business Response
Date: 05/02/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing a Mortgage. Please see attached blank authorization form.
Initial Complaint
Date:05/02/2025
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.
Truist Bank, **********, and ******* have reported inconsistent and inaccurate payment history on the same account across two bureaus, violating the Fair Credit Reporting Act (FCRA), including 1681e(b) and 1681i. They updated derogatory items without proper investigation or notice, damaging my credit and violating my rights. I am requesting immediate correction and compensation for these reporting errors.
Business Response
Date: 05/02/2025
We are in receipt of this complaint and will contact the non client via letter no later than 15 calendar days to address the concerns about Servicing. Please see attached blank authorization form.
Customer Answer
Date: 05/02/2025

I am rejecting this response because: I signed the form and I want to the company to respond through the bbb portal to avoid even further deceptive practices.

Business Response
Date: 05/05/2025
***** **** is in receipt of the rejection and will provide a response no later than 15 calendar days. The client was previously responded to via an acknowledgement email that Faith can be reached at ************************************* in regards to their issue while their case is being reviewed and researched.
Customer Answer
Date: 05/05/2025

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:05/01/2025
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 have had an RV loan at *********** since the dealership set up the account in 2021. I have paid ahead on my account and currently have no payments due until June 22, 2025. I contacted customer ********************** multiple times to get a payoff. The first time the representative told me my current payment would need to post before they could give me an amount. The next day the representative told me that the payment had posted but he could not give me a written payoff immediately. I could either have it sent **** mail or faxed. I requested to have it faxed, and he told me it would take two days for this to be faxed, that they had no way of confirming payoff in any digital format. I inquired the next day and the representative told me there was NO record of my requests for a payoff. She said she would fax the payoff. Of course, every day the interest continues to accumulate and by the time they faxed the payoff, although my account balance was much less than the payoff amount, it continued to accrue and the payoff was higher than we were shown. It's like a vicious cycle and they have accumulated interest every day while they state they are unable to fax the payoff amount for days, they delay and continue to add the interest. This would have been paid off last week but they still continue to change the payoff amount by the time we receive the delayed fax showing that amount. There is no excuse for this type of delay. They need to send immediate payoff amount, not delay for days and then change the amount. There is no reason to delay a fax for days, the CURRENT payoff amount should be digitally shown to the payer in writing. So far, I have now had a 9 day delay of $4.30 per day just because of their inability to provide the requested information in a timely manner, which has required me to make additional payments for no reason other than to cover the interest while they continue to delay the payoff information.
Business Response
Date: 05/02/2025
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.
Customer Answer
Date: 05/05/2025

I am rejecting this response because: the response from Truist Bank was ONLY a blank form for me to sign to release information, which I have attached with my signature. There was zero response to the issue at hand. They still refuse to give the immediate payoff but instead continue to charge me interest daily. This payoff should have been completed nearly two weeks ago. The first two times I requested the payoff, the request was never submitted according to the representative that I spoke to the THIRD different day that I phoned. Everything was done via phone as you cannot reach anyone otherwise, yet they refuse to give the payoff over the phone and take 2 days to fax the info...that is once they decide to move forward, with the amount changing during that time. This is just an underhanded ploy to accumulate interest on the loan that is requested to be paid off. I have now been forced to pay daily interest for this extra two weeks so far.

Business Response
Date: 05/07/2025
Clariann Ortiz is in receipt of the rejection and will provide a response no later than 15 calendar days. Clariann can be reached at *************************
Customer Answer
Date: 05/07/2025

I am rejecting this response because for one the email address is incorrect email address for the person they state will be responding. I do not want to accept this response because all they are stating is that someone will reach out within 15 days - but I have no idea what their response will be. This issue is not resolved in any way.

Customer Answer
Date: 05/27/2025

I am rejecting this response because:

The bank did NOT respond other than to send a form for me to sign to release personal information, which I did.
Then BBB said it was closed because the bank tried to make an effort. That is total BS. They have not responded in any way other than that, and now they have locked me out of my account. I have no idea what the status is, whether the loan was ever paid off, whether I am in good standing etc. NOTHING. How is this making an effort? And moreover, how is this acceptable behavior for a lending institution. Please let me know what I can do at this point.
Thank you,
Business Response
Date: 05/28/2025
******** ***** is in receipt of the rejection and will provide a response no later than 15 calendar days. They previously responded via letter. Clariann can be reached at *****************************************
Customer Answer
Date: 05/28/2025

I am rejecting this response because all they do is send a response that they intend to respond but they never do, and in the meantime, since I filed the claim, they have locked me out of my account.

Business Response
Date: 05/30/2025
******** ***** is in receipt of the rejection and will provide a response no later than 15 calendar days. They previously responded via letter. Clariann ) can be reached at *****************************************
Initial Complaint
Date:05/01/2025
Type:Product 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.
On 04/14/2025, I traveled to TRUIST in order for my mother to make a withdrawal (w/d) from our account (acct). My mother entered the facility and came back to the vehicle stating I needed to go in and complete the w/d due to the teller not being willing to use her military issued *** I went in the bank and provided my ID to an individual whose name tag had **** on it. **** stated my mother's ID could not be used because she had no way to identify who my mother was as well as there was no address on the *** (My mother made a deposit days prior and had to wait for it to clear. The same acct she deposited money in was the same acct she was withdrawing from. Our acct is 20+ years old, and we both married after the acct was opened. We have completed numerous transactions withdrawing money from this acct and the line of credit since both our names changed.) Due to my last name not matching my ID **** asked me some questions and she eventually went and got an individual who had on a name tag that said ******* ******. ******* had me to verify my DOB, SS#, address, type of accounts we had with **********************, the last deposit amount, type of deposit, she even questioned if I planned to change my deeds. There was nothing left for her to ask to verify who I was. I informed her my last name changed, but my SS#, address, and license number were still the same. After asking all this information she asked an individual who was in the area next to her (name tag said ******) what is typically done in my situation. ****** asked if I had provided relevant information and ******* stated yes. ****** then informed ******* once information is verified the transaction can be completed, but it was her decision. ******* then informed me she needed something with my maiden name on it. I went to my vehicle and got ADDITIONAL verification. This interaction with ******* caused us to tell her to close the savings acct. We were there over 40+ minutes. This was a first for us at TRUIST, NOT A GOOD ONE!
Business Response
Date: 05/02/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about branch servicing. Please see attached blank authorization form.
Customer Answer
Date: 05/02/2025

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:05/01/2025
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.
I bought a new ac unit, the company who installed it recommended service financial llc (sub of Truist), we were approved. A couple of months later we received a bill, I paid it with a check. The next month I received an emailthe day the payment was due, I called the company, they gave me a website to pay. When I pulled it up, my Apple computer with spy are etc on it, had more red warning signs than I have ever seen. I called company talked to a *** who transferred me to a ?manger?, I asked for a physical bill to be sent out, he agreed. The next month same thing happened, I called again and agreed to send a check in the mail (which was cashed). Now we are in the third payment schedule, no physical bill came, I received an email again, called again, they said a supervisor would call me back w/i 48 hours, while talking with worker he said **** was sent out but not to our address! He wouldnt verify what address it was sent to. The company immediately sends something that is causing my credit score to drop! I am at a loss as what to do HELP
Business Response
Date: 05/02/2025
We are in receipt of this complaint and will contact the client/non client no later than 15 calendar days to address the concerns about servicing a loan. Please see attached blank authorization form.
Initial Complaint
Date:05/01/2025
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.
LIGHTSTREAM Amount:$50290Date:3/18/2025 Acct#********** According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information
Business Response
Date: 05/02/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about fraud on their credit report. Please see attached blank authorization form.

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