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

4,009 total complaints in the last 3 years.
1,222 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:05/05/2025
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.
I had a Truist account and received Zelle transactions totalling up 8k thousands, my account was closed out of no where, they said that they would mail me the check, but I have still not received the check at all.I have called multiple times and their response was to wait for it to be mailed out.
Business Response
Date: 05/06/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about a closed account. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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 May 1, 2025, I attempted to send $1,000 via ***** from my business account (**********) at Truist Bank to purchase a vehicle. The recipient was Rahjani ******. The payment ID was ************. Shortly after, I was told the transaction was blocked because Truist could not authenticate medespite the fact that I am the account owner and used my phone.I visited the branch at **************************************************************** in person with full ID. The banker confirmed the transfer was reversed and should be back in my account. However, the funds never reappeared. No oneincluding the branch manager or corporate customer supportcan locate the money in their system.Customer ********************** then told me I had to file a dispute to receive my own money back, which is completely unacceptable. The manager refused to provide a written explanation or transaction record. *** now filed complaints with the Consumer Financial ***************** (CFPB) and the Office of the Comptroller of the Currency (OCC), and I am in contact with the ********************* about potential discrimination.I am a Black business owner, and I believe I was treated with suspicion and indifference in a way that would not have happened to others. I believe Truist failed to handle this matter with the urgency and transparency it requiredand possibly profiled me based on my appearance.This experience has cost me a vehicle, time, and unnecessary stress. Ive lost confidence in Truists integrity and security handling of my funds.
Business Response
Date: 05/06/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing an account. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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.
We are a small law firm in *********. We use ************* through Truist to process client credit card payments. Last week we had fraudulent activity happen where thousands of stolen credit cards were being mass ran through *************. We contacted the company to see if we could figure out why this was happening and how to stop it. We talked to **** ID# ******. She didn't understand that the credit cards were being processed through their system, not our website. She kept insisting that the problem was on our end, not their program. However, their program is the one processing credit cards, not our website. She then refused to let us speak to the technical support or fraudulent department. She said that those departments don't speak to customers. However, since she wasn't understanding the way their program was working in compliance with our website, we needed to speak to someone with a better understanding. We had an hour long conversation trying to explain to her the issue, with her just repeating the same information which did not apply to our situation. With this being a fraud issue, we need this to be resolved ASAP. The fact that we were not given any help whatsoever and this being a fraud issue, is very concerning. We need them to contact us **** to help resolve this issue.
Business Response
Date: 05/06/2025
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 Merchant Services. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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.
This company accessed a hard credit pull on my credit report without my permission. I was told by a representative at ************** that it would be a soft pull to see if I qualify and a hard pull if I decided to go through with the refinance, but I chose not to do it. I received a letter a copy of weeks later where a hard pull had been done. I saw later that this company has done this type thing before. I want that hard pull off of my credit report. I did not agree to do this refinance and I do not know why this was done without my permission.
Business Response
Date: 05/05/2025
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 their credit report. Please see attached blank authorization form.
Initial Complaint
Date:05/03/2025
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.
On 4/7/25, I initiated a wire transfer from my bank ****************** to a Truist account that ended up being fraudulent. The funds were to buy a tractor that was supposed to be delivered to me. On 4-11-25, Truist flagged the wire & contacted my bank. Truist said they would hold the money for 7 business days, waiting on a response from me. That same day, my bank responded for them to return the money. That same day, I signed the paperwork for a wire reversal.On 4-14-25, Truist communicated to my bank that they needed that signed paperwork sent to them. That same day, **************** sent all of the proper documentation Truist asked for. My bank didnt get a response or the money back (that Truist was holding, while waiting on that response). Over the next 2 weeks, my bank made 4 attempts (4/11, 4/14, 4/18, 4/24) to reclaim the money or get a response from Truist. I also made 4 attempts (4/18-call, 4/21-call, 4/28-visit, 5/2-visit) to get information from Truist about the status of the wire being returned, to no avail. On 4/29/25, Truist finally responded to my bank that they were in possession of the paperwork, unfortunately no funds remain. Case closed. Why did it take Truist so long to respond, after they flagged it & said they would hold the funds for 7 business days?This is unacceptable to me. This is bad business practice.
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 a wire transfer to an account. Please see attached blank authorization form.
Customer Answer
Date: 05/05/2025

I am rejecting this response because:
I only received a release authorization form that Im filling out & sending back. This is not a resolution to the complaint. Im not ready for the case to be closed. Im only returning the form at this point.
Business Response
Date: 05/07/2025
********* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************
Customer Answer
Date: 05/09/2025

I am rejecting this response because:
I havent gotten an acceptable response from Truist. I tried emailing the persons email that was given. However, theyre out of the office until 5/13/25. That is out of the 5 day window to respond on my part. Therefore, I dont want the case closed yet.
Customer Answer
Date: 05/27/2025

I am rejecting this response because:

Im writing to notify you that I still have not gotten a response from Truist bank regarding the complaint I filed. I have sent 2 emails to the Truist contact that was given to me in the last communication from BBB, with no reply.

Thanks, Brandon

Business Response
Date: 05/28/2025
********* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************
Customer Answer
Date: 05/28/2025

I am rejecting this response because:
This is the 2nd time I have been given the same response, with absolutely no communication from Truist. I have emailed the contact, *********, 3 different times with no reply.
Business Response
Date: 05/30/2025
********* Austin is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************
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.

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