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

  1145 Main St Wheeling, WV 26003-2703

• 

  Truist Bank

  3300 Husky Hwy Farmington, WV 26571-8010

• 

  Truist Bank

  520 6th Ave Saint Albans, WV 25177-2859

• 

  Truist Bank

  PO Box 1101 Louisville, KY 40201-1101

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: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.

• 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.