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

3,999 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:05/01/2025
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 noticed some fraudulent transactions on my account and noticed they've been occuring for a few months. Called truist customer ********************** to file a claim, they promptly canceled my debit card and issued a new card.I was told on the call that I could only dispute the last 6months based on the age of the charges and trust policy. I accepted because that was better than nothing A couple weeks later I received a letter stating the claim was being denied because it was outside the window to file a claim Called customer ********************** and was told that the claim was denied because the transactions were older than 30days old. After going back and forth on this as this is the first I'm hearing of this, I asked about the transactions that were under 30days old and why those ones were also denied. I was informed that because the first of the transactions was over 30 days every other one in that series would also be denied and that was truist policy I've never heard of anything this ridiculous and asked to be provided with the policy information but the representative was unable to provide any policy information to show that as official truist policy
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 account. Please see attached blank authorization form.
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.
4/27/25 I received a call from a *umber I did*'t k*ow so I decli*ed it. T*** I received a text aski*g if I authorized a withdrawal of ******* * o*e for ***** I texted back NO. T**y texted * said a fraud *** would be co*tacti*g me. My pho*e ra*g * I assumed it was t** fraud *** * ** said ** was from t** fraud departme*t a*d asked if I authorized those * I said *o .He said we'll *eed to tra*sfer your mo*ey i* ur accou*ts so t**y wo*'t have access to it, so I did*'t thi*k a*ythi*g of it cuz ** had all of my i*formatio* * told me how much I had i* each accou*t .He proceeded to scam me i*to tra*sferri*g all my mo*ey from my 2 savi*gs a*d c**cki*g accou*ts to a perso* by t** *ame ******* *******.I have t** text messages from this perso* a*d everythi*g.But t** fraud departme*t is telli*g me si*ce it was do*e with my pho*e a*d IP address that t**re is*'t a*ythi*g t**y ca* do..That I'm out of my mo*ey .But I do*'t agree with this because ** had all my i*formatio* i* fro*t of him ** told me everythi*g , so why would*'t ** have my IP address ? I had him o* speaker pho*e so my boyfrie*d **ard *************** thought ** was legit.I had a total of 1150 i* all three accou*ts.
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 accounts. Please see attached blank authorization form.
Initial Complaint
Date:05/01/2025
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 mortgage went up almost $200 and Truist is unable to explain why. My property taxes actually went down by $1500. Insurance went from $3665 to $3,724. Numbers don't add up to a $200 a month increase. Representative lacked basic accounting skills and was only able to read the fields on her screen.
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 their Mortgage. Please see attached blank authorization form.
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.
Today I received two emails from Truist alerting me that my "credit" application was denied, but that an email of mine had been added to a Truist account. I did none of this -- this is identity theft/******** the emails I received from Truist, it says, "If you or an authorized user made this change, no further action is required. If you don't recognize this change, please call us." I have just spent 30 minutes trying to call. None of this company's fraud hotlines or phone numbers allow you to speak with someone unless you have an account. But someone just tried to open a Truist account in my name, so I cannot reach the company because of their phone tree system. I need to speak to someone at Truist -- and their phone tree system needs to be fixed!
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 identity theft. Please see attached blank authorization form.
Customer Answer
Date: 05/02/2025

I am rejecting this response because:
1) I am being asked by the BBB to accept Truist's response within 5 days. Truist's response is that they will be in touch within 15 days. There is no guarantee that they will reply satisfactorily (or at all) within 15 days, so I cannot accept their current (non)response.
2) The form they sent asking me to fill out asks for my bank account number with them. Part of my issue with ********************** is that I DO NOT have an account with them. As such, their recent reply suggests my message has not yet been read. This is a form response.
Business Response
Date: 05/02/2025
***** ****** 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 ***** can be reached at *************************************** in regards to their issue while their case is being reviewed and researched.
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.
On May 1st I went on my choice account to see what my balance was due now I pay my account every month whether I'm late or not okay and in my history you can see that I pay my auto loan every month even if it's late I still pay it for some reason it's saying that I owe them almost $2,600 my payment is $8.4418 so I just give them $845 I'm paying them every month but yet yours is scamming me because I can see where it's being paid every month but yet it's not showing that they they showing where they taking the monies but they it's charging me for 3 months like I'm missing a month this need to be investigated fully and correct it immediately
Business Response
Date: 05/01/2025
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 Payments on their Loan. Please see attached blank authorization form.
Customer Answer
Date: 05/01/2025

I am rejecting this response because:
They they keep trying to say that my payments is 3 months behind when I've been paying I have not missed any payments
Business Response
Date: 05/01/2025
******* ****** 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: 05/01/2025

I am rejecting this response Truist is not responding to this request
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 Crystal can be reached at ***************************************** in regards to their issue while their case is being reviewed and researched.
Initial Complaint
Date:05/01/2025
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.
They hound you for money and say you are further behind then you are they call my phone and my wife's phone 5 or more times a week and when we make a payment they always say it's not enough and demand more. They put a lean on our property for 400 dollars and won't remove it till they are paid in full
Business Response
Date: 05/01/2025
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 an account. Please see attached blank authorization form.
Initial Complaint
Date:04/30/2025
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 am disputing a recent withdrawal made from my checking account by ********************** Auto Loan. A payment was taken without my authorization, and I did not provide consent for this transaction.This action is unacceptable. I did not authorize the withdrawal, and as such, I am requesting that the funds be returned to my account immediately. I am also requesting a full investigation into how and why this unauthorized transaction occurred.
Business Response
Date: 05/01/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to their loan. Please see attached blank authorization form.
Initial Complaint
Date:04/30/2025
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 opened two accounts on 4/26/25. One account is a personal checking, and the other a money market account. I deposited more than 29k into my personal checking account as my opening deposit, all funds have cleared and are available. However on Monday 4/28/25 Truist closed all my accounts and have yet to return my deposit. I have reached out multiple times and Truist has not returned my money to me.
Business Response
Date: 05/01/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about closing their accounts. Please see attached blank authorization form.
Customer Answer
Date: 05/01/2025

I am rejecting this response because:
I have not received my money. Accepting this response would essentially be closing the complaint, this matter has not been resolved. I am in need of my monies on today. I need to be able to go in branch today to receive my funds $29,438.58. These funds are needed to secure my rental. I cannot wait another day.
Business Response
Date: 05/01/2025
Faith ************ in receipt of the rejection and will provide a response no later than 15 calendar days. Faith can be reached at *************************************
Customer Answer
Date: 05/01/2025

I am rejecting this response because:

I am rejecting this response because:

Again
I have not received my money. Accepting this response would essentially be closing the complaint, this matter has not been resolved.

I will accept the response once I have received my monies $29,438.58 and this matter is resolved.

I am in need of my monies on today. I need to be able to go in branch today to receive my funds $29,438.58. These funds are needed to secure my rental.

I cannot wait another day.
If not, then I must pursue legal counsel outside of this.
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.
Initial Complaint
Date:04/30/2025
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.
Got a loan through Sheffield aka Truist 3 months into payments and they change payment policy to no longer take payments with a **** card Would not have gone with them for loan if this was policy when signed .Feels like bait and switch
Business Response
Date: 05/01/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to a loan. Please see attached blank authorization form.
Initial Complaint
Date:04/30/2025
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 a personal loan with Truist. My monthly payment is just under $600. Every month I make a payment but may not be able to pay the full amount sometimes. On 3 occasions Truist has automatically without my consent or knowledge removed money from my checking account for this loan. Which ultimately puts my account negative. The most recent was 4/28/2025 I made a payment of $500 the total due including past due was $950.50. I planned to make an additional payment when I was paid next. But Truist automatically took the full $950.50 without my knowledge or consent and put my checking account $714 negative. Truist has never called me or my husband to discuss the loan or past due amounts. When I called them they told me its in my contract that they can remove the money after 45 days or no payment. But each month I have made a payment so it has not fallen 45 days late. I want Truist to refund all the late charges they have incrued due to them pulling money with out consent.
Business Response
Date: 04/30/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to a loan. Please see attached blank authorization form.

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