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:04/24/2025

  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.

  My account # is **********. My Dads account # is **********( **** *******)I am writing to formally raise a concern regarding recurring monthly maintenance fees on my account, which began in October of last year. These charges appear to be a direct result of a duplicate $75 safe deposit box fee that was incorrectly charged to both my account and my father's Truist account.( October ************* duplicate charge caused my account balance to fall below the required minimum threshold, triggering a $12 monthly maintenance fee which has continued for several months. I had visited my local branch to discuss the issue, but unfortunately, they were unable to provide a resolution.I am requesting a thorough review of this matter, including:Clarification on why the $75 safe deposit box fee was applied to both accounts.A reversal of the duplicate $75 charge from my account.A full refund of all $12 monthly maintenance fees incurred since October due to this error. I appreciate your prompt attention to this issue and look forward to a resolution.

  Business Response

  Date: 04/25/2025

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

  Customer Answer

  Date: 04/29/2025

   
  I am rejecting this response because:

  I'm still waiting to hear back from Truist. I can't wait for 15 days as BBB can only keep my ticket for 7 days.

  
  

  Business Response

  Date: 04/30/2025

  ***** **** 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:04/24/2025

  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.

  Filed Complaint 4/7 with ******* Commissioner Trying to ********** accounts for my mother in-law who lives in ********* Truist will not let mother in-law close accounts Please Help!!!My Contact at truist is ******** ******* Senior Client Resolution Officer Consumer ********************** Services Team ******************************************* I have contacted Truist Twice over two weeks and they will not give a time line, they just state they will get to it when they can Help!!!!!!!!

  Business Response

  Date: 04/24/2025

  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  Account Closing on a DDA. Please see attached blank authorization form.

• Initial Complaint

  Date:04/23/2025

  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 April 1, 2025, I made a single authorized purchase at ****************** location in *******, **, using my Truist business debit card. Shortly afterward, two unauthorized charges of $230.41 and $142.62 were made at the same location using my card. I retained possession of my card the entire time. These transactions were tied to a federally awarded business ****** and I am required to track and report all purchases for compliance purposes. On April 17, I contacted Truist Bank to dispute the charges. I submitted all relevant documentation, including a receipt proving my only authorized purchase, a timestamped bank statement, a ************************* memo acknowledging the fraud, and my federal ***** ********** On April 23, I spoke with Truist representative ******* ********. He informed me that the claim was denied, citing that chip cards cannot be duplicated. He also stated the bank would not revisit the case or provide any investigation documentation. Truist never contacted the merchant, never reviewed surveillance footage, and did not escalate the matter despite overwhelming supporting documentation. As a result, I have not been reimbursed, and this jeopardizes my ***** compliance and future disbursements. I am seeking a full refund of the unauthorized charges totaling $373.03, written documentation of the claim investigation, and acknowledgment that my account and ***** ****** will not be negatively affected. I also believe improved fraud resolution protocols are necessary to prevent similar harm to other small business owners.

  Business Response

  Date: 04/24/2025

  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.

  Customer Answer

  Date: 04/25/2025

   I am rejecting Truists response. While I did receive a missed call from their fraud department, I immediately returned the call and spoke with a manager named ****** *******. He stated that the analyst who originally contacted me **** ***** would return my call. As of now, I have not received any follow-up communication, voicemail, or resolution from the fraud team.
  During my return call, I was also wrongly accused by a representative of recording the conversation, allegedly due to a beep they claimed to hear. I immediately asked to speak with a supervisor.  This unprofessional conduct delayed the process even further and made it nearly impossible to get clear answers or support.
  Truists continued negligence is directly impacting my business operations. I am a small business owner operating under a federal ****** and these unauthorized charges and the mishandling of my dispute are delaying my expense reporting. This is not only causing unnecessary financial hardship but also jeopardizing my eligibility for future grant ************** The stakes are extremely high for me.
  Truist has failed to review the surveillance footage, failed to contact the merchant,  failed to re-evaluate my claim properly, and failed to follow up as promised. They also sent me a third-party authorization form with legal language that may waive my rights, which I will not sign as I intend to pursue civil legal action regardless of the outcome of this BBB complaint.
  For all of these reasons, I do not accept Truists response, and I ask that the BBB keep this complaint open. Their lack of accountability and poor handling of this case must be addressed.
  

  Business Response

  Date: 04/28/2025

  ******* ******* 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 letter that ******* can be reached at ************ in regards to their issue while their case is being reviewed and researched.

• Initial Complaint

  Date:04/23/2025

  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 requested a 20 day payoff multiple times and have not received it. The company will only agree to fax or mail the payoff they do not offer any other ways (email) to receive it. I requested on April 10th for it to be mailed to my home address (takes 10 days) and faxed to my credit union (they claim this takes 48 hours). On April 18th neither myself nor my credit union had received the payoff. On this day, I requested another payoff be mailed and faxed. I confirmed they had the correct fax number as I did on the 10th. April 22nd, still no payoff so I called once more. They confirmed they have a fax confirmation from the correct fax number showing the fax went through on April 18th. The credit union never received and checked with IT department to make sure there was nothing wrong with the fax machine. I spoke with a manager on this date and explained my concern. She said she understood but there is nothing left to do besides wait one more day to see if it arrives claiming that it takes 48 hours for the fax to go through even if they have confirmation. (that is not how faxes work) I called again on April 23rd and let them know I STILL have not received the fax or a mailed copy from my request on the 10th. I requested another 20 day to be mailed to me and confirmed they have the correct mailing address. I also requested another fax and chose a different fax number to send to this time. I am very frustrated. I feel like TRUIST is making it difficult to obtain a payoff because they do not want it to be easy for customers to ********************** their loans with a different institution. This is my information, and I should be able to obtain it without problems.

  Business Response

  Date: 04/24/2025

  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 loan. Please see attached blank authorization form.

• Initial Complaint

  Date:04/23/2025

  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 march 10, ********* *******, from the Service Finance Company, LLC and I talked over the phone. I asked her to cancel the whole business because there was no way that the Safety Tubs Company, LLC and us were to reach an agreement, since we did not have the money to buy the new water heater that the bathtub required to function properly. She said only the Company could direct her to do that. Later that same day, Mr. ********* representative of the Safety Tubs Company called us and agreed with us for the payment of $2000 . As you know, we received the check, cashed it, and waited two weeks to make sure the check did not bounced... but it did. Now, I contacted again, by text message, with Mr. ******** to find out what happened, he said he will check into it (April. 18, 2025) As of Monday morning, he had not received any information. Today, Tuesday afternoon, I texted again. No answer from him. In regards the Credit Company, I let them know as well, of the awful situation related with the check, but they go ahead and activated the credit. I received a letter advising me about having to start the payments on may. They ignored my pledge to keep holding the payment to the Safety Tubs Company, until this whole situation is resolved. I consider that is not fair. I have call by phone several times to them, left voice messages to their representative, without having them listened to me. I consider this unfair. I have an open case with Safety Tubs Company, LLC (case #********)

  Business Response

  Date: 04/23/2025

  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.

  Customer Answer

  Date: 04/25/2025

   
  We are rejecting this response because:
  It does not offer a solution to the problem. 
  
  They were withholding the payment to Safety Tubs Company supposedly until I was satisfied with the purchase, installation, etc. However, Safety Tubs Company apparently tricked us sending a bad check just to obtain our release for them. We have return the money to *************** as it was requested. The check from Safety Tubs Company was returned unpaid, the *************** was kind enough with us as to having waived the  charge to us for this failed transaction. We have signed the authorization to release response, but we modified it to our own interest.
  
  If it is really not posible to undo the purchase, we will accept from them to keep withholding the funds, until the Safety Tubs Company really pay us the $2000 dollars agreed with them.

  Thank you for your help in this regards.

  Business Response

  Date: 04/28/2025

  ******** ******** is in receipt of the rejection and will provide a response no later than 15 calendar days. ******** can be reached at **************************** in regards to the issue while the case is being reviewed and researched.

• Initial Complaint

  Date:04/22/2025

  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 or about 3/1/2025, I contacted Truist and spoke with ****** **** about my car loan. I advised her that I am unable to sign in online, and my call was escalated to her. She helped me update my new bank account. ********************** attempted to charge my old bank account and I incurred a $30 late fee. After calling back on 3/10, 3/12, 3/16, 4/2, 4/8, 4/10, 4/21, and 4/22, ****** **** refused to call me back or answer. All calls are documented. I spoke with Truist Customer ********************** multiple times and they were unable to get me into my account because their system wouldn't allow them to text me. I just figured it out online and had it call me. I spent hours on the phone wasting time to try and pay Truist, only to have them charge me $30. Refund the $30 and discipline ****** ****, and this matter will be deemed resolved.

  Business Response

  Date: 04/23/2025

  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 loan. Please see attached blank authorization form.

• Initial Complaint

  Date:04/22/2025

  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 Thursday I was hit by a scammer site who used a app like plaid to gain access to my account. Within 24 hours on Friday .. the bank froze both my checking and savings and refused to give me my work pay. They told me it should be resolved within 7 days. In the meantime my credit has taken a hit for late payments. Im unable to buy food and other necessities. I guess truist doesn't believe people have they right to live .. so they steal money from their consumers. Free my funds truist .

  Business Response

  Date: 04/22/2025

  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:04/20/2025

  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 cashiers check issued by SunTrust bank for the amount of $2550.64. There was a bank merger. It is now Truist bank. I have been trying to cash the check for a long time. Different persons in the bank say that there was bank merger, that they do not have a record of the check and refuse to cash the check. The newest developments: In one Truist branch in ****************, the teller made a photocopy and told me that she would contact the corporate office and then call me. She did not do so. Later the Assistant Manager in the same branch did the same. On 4/4/25 I went to a different branch also in **************** and met the lead/manager. He looked into his computer and said the cashiers check does not exist. HE EVEN ACCUSED ME OF FRAUD. Then he said he would contact somebody and then contact me within a weeks time. The week ended on Friday, 10/11/25. I have not heard from the man. I want to be able to go to any Truist bank, cash the cashiers check and get cash. Attached is a photocopy of the cashiers check. BBB being a public website, the name has been deleted. Thank you.

  Business Response

  Date: 04/21/2025

  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.

  Customer Answer

  Date: 04/24/2025

   
  I am rejecting this response because: I received an email stating, "Our Client Advocacy team is currently researching your questions or concerns received on April 21, 2025.  We assure you we are focused on responding as quickly as possible.
  
  "If you have any additional questions or concerns regarding this matter, please contact ******** ***** at ************************************************************************."

  I have not heard from ******** ***** or anybody else in Truist stating that Truist will cash my cashiers check. Please keep the case open. 

   Thank you. 

  
  

  Business Response

  Date: 04/24/2025

  ******** ***** 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: 04/24/2025

   
  I am rejecting this response because: My cashiers check is NOT cashed. Please keep case open until my cashiers check is cashed. Thank you. 
  
  

• Initial Complaint

  Date:04/20/2025

  Type:Sales and Advertising 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.

  TRUIST IS notoriously bad about freezing accounts because of their code 130 which is opening an account online which I did. When I went to the bank the next day to deposit my money TRUIST wouldnt accept my deposit so the branch manager said that they needed to open a new. 5 hours later my account was locked because of fraudulent activity . I have also been given the excuse of fraud alerts and identity theft which I documented to TRUIST were not true according to the three credit agencies. My $380 deposit has been deemed money laundering!! When I call fraud department they say they cannot discuss details and I must wait 7 days for a decision on my account. I have no access to my money! What a joke for a bank! They have also caused me to be late on my phone payment and burial insurance policy

  Business Response

  Date: 04/21/2025

  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:04/20/2025

  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 travel the country treating cancer patients and am currently in ****** until July 11th. Today, 4/20/25, Truist locked my online banking account and demands that I go in person to a Truist branch to unlock it. They refuse to elaborate on why the restriction was even put in place. The closest Truist branch is in *****, over 800 miles away. They refuse to work with me on getting this resolved.

  Business Response

  Date: 04/21/2025

  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 account. Please see attached blank authorization form.

  Customer Answer

  Date: 04/26/2025

   
  I am rejecting this response because: I have not heard back from Truist beyond the first email they sent me. It has been almost 5 days since my response to their email.
  

  Business Response

  Date: 04/28/2025

  ****** ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ****** can be reached at **************************************** in regards to the issue while the case is being reviewed and researched.