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

  
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  Truist Bank

  1401 S Salisbury Blvd Salisbury, MD 21801-7126

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  Truist Bank

  1901 Harper Rd Beckley, WV 25801-2611

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  Truist Bank

  8074 Mechanicsville Tnpk Mechanicsville, VA 23111

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  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:05/22/2023

  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.

  Our vehicle was paid off in March 2023.The dealership sent our gap refund check to the bank on 4/12/23 the check cleared the dealerships bank on 4/17/23. Then they were supposed to send ** our refund. The banks story changes each week we call they either say we see it give it a week to show **, dont see it in our system call back in 3-5 days, oh now thats in a different department well look into and call you back. The check is over $800 we just want our refund!

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.

• Initial Complaint

  Date:05/22/2023

  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.

  Numerous times I have requested that Truist send me information about canceling the *** on my mortgage. Since March, I have requested information 3 times, and only once have I received a response. However, the response was missing information and due to the previous delays and now recent missing information I am continuing to pay *** on my mortgage each month. I believe that if they had responded to me the first time, in a timely manner, a BPO administered by a third party appraiser would show that my LTV was below the needed threshold to cancel ***.

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.

• Initial Complaint

  Date:05/22/2023

  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 called Truist at 1-844-truist today because I had a cash reserve loan through them and had it on auto pay. They did not take their payments as scheduled yet took the full loan amount all at once with zero notice, leaving me without means to survive until *********** day. When I called, I spent over three hours on the phone getting bounced around and being told different things, all conflicting information, and did not get a resolution to the issue during this ridiculously long phone call. One tells me I am in charge off status. Charge off department tells me that information is highly inaccurate as I am not in charge off status. The supervisor I last spoke with told me the charge off department is wrong and that I am in fact in charge off status. I spoke with the charge off department twice through all this and both times that department told me I am definitely not in charge off status. This banking system desperately needs more training as well as better internal communication. I am not on charge off status, per the charge off department. Customer ********************** just keeps telling me a variety of things to push me off onto another department. I was transferred to seven different people during the 3+ hours I spent on the phone with this company. I have never in my life had so many issues trying to get an agreed-upon resolution for both parties with any company in my life!

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.

• Initial Complaint

  Date:05/22/2023

  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 attempted to pay off a loan on Monday May 22, 2023 with a credit card. I was not able to complete the transaction on line and called for customer ************************ spoke with a representative and asked for her assistance as I did not have an option to enter my credit card information.The representative explained to me that "We do not accept credit cards" only payment from an account with a routing and account number.I explained that this was unacceptable and the representative did not offer any additional options.

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.

• Initial Complaint

  Date:05/22/2023

  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.

  Unauthorized opening of two lines of accounts under my name. Forged documentation, deceptive practices and lack of compliance of Truist Operations resulting in unexplained charges to my checking account.

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form. 

• Initial Complaint

  Date:05/22/2023

  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.

  Hello, Service Finance company LLC Im really over you guys service I call and make my payment before the due date. The agents tell me not to make my payment to early thats really unprofessional when I called in to make my next month payment I have a late fee. I do not have time to remember a billing cycle close day , I pay my bills when I get paid.

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.
  

• Initial Complaint

  Date:05/22/2023

  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 open a new account with the bank where I had to deposit money in order to have a credit line they but the account with my other accounts before the account was even approved so I thought I was transferring money to my regular savings account instead it was this new account so I called to see if they can transfer the money from that account back to my checking account or stop the transfer I was told no they didnt even try they told me I would have to go to branch and they could fix the error there I get to the branch they had no idea what was going on they told me if they closed the account they would hold my money for 30 days so I said well how long before the card comes to access the account they said the had no idea because the account is not even approved so they told me I couldnt get my money back and I have to find another way to pay my bills so a few days ago I called again like the email said I would know something in 2 to 3 days by email and 7 to 10 days by mail here I am still not knowing nothing I called Truist they gave me and email and told me that I would have to contact underwriting myself and see if I can fix this myself

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form. 

• Initial Complaint

  Date:05/22/2023

  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.

  Regional Acceptance offered me an extension on my car loan because I had never asked for one before and was a little behind on my bills. The women I spoke to processed 1 month worth of payment, I was behind 2 and willing to pay $427 the day of 5/5/23 which was processed, and another the following week. The woman told me not to pay for both instead just pay the remaining balance by the end of June 2023. The women then calls me back yesterday 5/20/23 scolding me about a payment that hadnt processed through, I told her that wasnt what was agreed on, I was at work at the time I told the woman I could not speak at the time to please call back later and she still proceeded to keep me on the line for an additional 15mins she told me that when she has personal calls she steps away so she didnt see a problem with disrupting my work day. I asked to speak to a supervisor and did not receive a call back. I just called and spoke to someone named ********, she deleted the payment because I called and ask what was going on with my account. I dont like being scammed. I am a single hardworking mother I fell behind on bills due to being out of work sick for a couple weeks. I still have no clear understanding about my account. When I call they say theyll put in a request for a supervisor to call me back but never do.

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.
  

• Initial Complaint

  Date:05/22/2023

  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 10, 2023 at 9:50am, I submitted a financing application to ************************************ LLC. I entered the company name in ******* followed the financing instructions & got approved immediately. Minutes later I checked the A/C quotation invoice in my email for the job to be done at my home & caught that I submitted a credit application to the wrong company. I was invoiced by a company called Affordable Comfort Contracting that offers heating and **oling solutions but I used the wrong company name in my credit app.My home is located at ********************************************************* **********************************. is located in ***********, ** Affordable Comfort Heating and Cooling LLC. is located in MI I IMMEDIATELY **ntacted Service Finance Company LLC to report the error, close the credit line & request that they delete the enquiry. I spoke to a representative who cancelled the credit facility and sent an email **nfirming the same. I was told no to deleting it. I then called TransUnion who advised I get a letter of deletion from Service Finance to remove the credit enquiry. Service Finance Company LLC refused 3x.It was human **gnitive mixup. Please assist me to have this deleted due to 1. The similarity of the **mpanies' names & the fact that they are in the same industry of heating/ **oling 2. I caught my error & **ntacted both the finance ** and the credit bureau to report & rectify. 10 mins had not passed bet. my ************* 1st **ntact with Service Finance Company LLC 3. I cannot use & have no interest in using the credit facility 4. I got approved by the ** who invoiced me Affordable Comfort Contracting Inc.5. I can't use the credit from ************************************ LLC. It is located in ************* house is located in ************. I've never spoken to them before. We are hundreds of miles apart.6. I work very hard to manage my credit ************** can't afford the points this inquiry **st me for something I can't use

  Business Response

  Date: 05/22/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form. 

• Initial Complaint

  Date:05/19/2023

  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.

  When Suntrust became Truist bank, the weekend it happened was on a 3 day weekend as the Monday was a holiday. They also closed the branch office by my home. I had approximately $290-$350 in my checking account and all of the sudden I started getting fraudulent charges and I spent all 3 days on the phone trying to get them to freeze my account to keep the fraud charges to stop. They stated that they were all pending therefore they couldnt do anything at all. The calls I made to them were directed to 3rd world countries and I could hear chickens in the background and they were very difficult to understand. I did take notes of 28 calls and 28 different people and the representatives said that they did work from home. I was very concerned that they had ALL my banking info and I had so many charges that were NOT mine and no one could assist me at all. So the 1st day that the banks were back open I drove 40 min away to a branch that told me they would make me an appointment 2 weeks away and I went to a teller and told her absolutely I had to speak with someone to freeze my account. So I waited 2 hours and then the representative said she could file fraud on 2 of the charges only because they 5 other charges were pending and said as soon as they went through I could call and ask them to file fraud on those transactions. So then after calling them ***** more times I had gotten 14 *** charges of $39. So now my account is closed due to a negative balance of $546 which is the amount of the *** charges. I have went back to the bank branch in orange city and they state they cannot remove them that I have to call the fraud division which is not a part of the truest bank. I made 20 to 30 more calls to Truist and to the fraud department and now they have me in collections for the nonsufficient fund charges. I would like them to fix my account and leave it closed, but give me my money back that was in my account before all the fraudulent activity took place.

  Business Response

  Date: 05/19/2023

  We are in receipt of this complaint and will contact the client via phone and/or written response no later than 15 calendar days that will include a contact number for the client to call if they have any questions. Please see attached blank authorization form.