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:05/09/2023

  Type:Order 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.

  Mortgage Loan: ********** Subject: PMI Removal On June 18th 2022, I requested removal of my PMI on my mortgage loan because my home value increased substantially. The lender failed to act in accordance with the The Homeowners Protection Act and provide a response to my request. Please find the letter faxed with the date as well as evidence of my increased home value appraisal.

  Business Response

  Date: 05/09/2023

  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:05/09/2023

  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.

  Truist blocked my access to my credit card so that I could not see or access it online or on the app. They told me they sent a replacement card and once I received that my access would be restored. Then they proceeded to charge me late fees for a balance I couldnt see, and could not pay.I would like the late payment removed from my credit file as this was caused solely by Truist's incompetence, and I would like the late payment fees refunded. My account was in good standing for a decade. I was told they allow one late payment forgiveness a year. Therefore they should be able to forgive the late payments that THEY CAUSED SINGLEHANDEDLY.I should not be punished for not paying an amount when they prevented me from paying it. Furthermore, their own representatives told me on multiple occasions there was nothing for me to do but wait until I received the new card.They created the problem and destroyed my credit by over 100 points in the process. They need to fix their own mistakes. I have been battling cancer since last November and this issue has caused me undue stress and absolute hardship.

  Business Response

  Date: 05/09/2023

  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:05/09/2023

  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.

  Service Finance, knowingly have started the process of collecting monies thru opening account knowing the Job is not complete with ***************, with installing standby generator. At this point it's strong arm tactics being used by Service Finance, Knowing that *************** have neglected their obligation to finish job and just not a professional company to deal with. Instead of requiring and making sure that Fast does their job before paying them, they want the burden to be on Consumer. So mafia type approach. They knew for months and up until May 5, 2023 that *************** had not completed the Job at my residence. My Yard is a mess has been this way since January of 2023. I was getting calls from Service Finance each week or every other week giving them updated on nothing happening . They finally decided to strong Arm me the consumer.

  Business Response

  Date: 05/10/2023

  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:05/09/2023

  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 am currently stuck out of state due to an error made by Truist. I called in because my cash reserve account had been switched to manual from automatic and I needed it put to automatic only so my payments could be automatically satisfied, as when I signed up they were being taken. I called in on three separate occasions including just over a week ago to have my bank make this switch to automatic. I recovered these calls. This wasnt done by truist and it caused them to offset my balance leaving me stuck traveling for work and unable to return home, due to the representative not putting in my payment information correctly. Part of what they took was my federally paid veterans administration benefits as well, which under law cannot be used to satisfy an offset. **** refuses to acknowledge any wrong doing on their end and Im now stuck in another state for work unable to return home because Truist took all of my funds, instead of my regular automatic payment which shouldve been 198$ NOT 783$ while my kids are back in ******* and now I cant return home.

  Business Response

  Date: 05/09/2023

  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:05/08/2023

  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.

  I was presented a $400 promotional offer (code TRUISTCHKQ223) via social media and performed all necessary research to confirm interest/eligibility, went to the link provided by Truist Bank and submitted all my personal private sensitive information (TIN, DOB, Address, contact info, etc) necessary to open the account AND THEN received demand to submit to receive code via text or call to prove I was a human, selected to receive code via text, and received response "something went wrong can't continue call or go to branch" account had to be opened online to receive promo and couldn't try again or choose to receive by phone call after 1st attempt to send code via text resulted in error. I find the fact this "receive code to prove you're a human" step comes AFTER you've provided the bank all your personal private information to be a poor business practice and leaving me like I've exposed my personal information to an institution that can't be trusted and now feel the need to perhaps pay for electric identity theft protection/ monitoring because of this experience.

  Business Response

  Date: 05/08/2023

  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:05/08/2023

  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.

  We took out a ***** loan from Truist Bank on our home late last year. We sold the home that the ***** was taken out on last month. The law firm that handled the closing of the sale of the home sent a payoff check to close the ***** to Truist via ****** Truist received the check on April 17th, confirmed by ***** via package tracking and by Truist via phone call on April 19th to their customer ********************** number. The check was never cashed and applied to our ***** payoff. Multiple calls to Truist customer ********************** have not given ** any answers. They have been given all specifics regarding the check, shipment tracking number, check number, amount, etc. We were initially told it would take **** days to process check, when that time period lapsed and we reached out to Truist to see what the delay was, they asked for another 5 business days to look into the matter. It appears they have lost the check and are not wanting to acknowledge it. Everyday we accrue more interest (now over $700 from when they received the check) and have a looming monthly payment date of 5/24 with $1000+ payment due for a loan that should be paid off. They have made no attempt to reach out to ** of their own accord, we have to repeatedly call and keep getting told to wait longer and longer periods of time. They will not tell us what plans we need to make if they have indeed lost the check, how they plan to remedy the situation, and we are now 21 days out from their receipt of the check. Complaint has also been filed with CFPB.

  Business Response

  Date: 05/08/2023

  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:05/08/2023

  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.

  My 2018 ********** outlander was involved in an auto accident in which it was totaled on 2/28/23. On 3/3/23 I signed off on the car and Regional Acceptance was paid in full for the car $14,177. In fact I was told I would be receiving a check since what I owed minus interest from being paid off early would entitle me to a refund. Not only have I not received a check they say I still owe money. I have requested a printout of the account showing balance prior to the payout and all charges which I never received. I have been getting harassed by them for a balance I wasnt aware of until a few weeks ago. The title has been released on the car Regional was paid more than what was owed since I still had almost 2 years left so that interest would have come off. Now its showing late on my credit and no refund of money. I want this resolved.

  Business Response

  Date: 05/08/2023

  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:05/08/2023

  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 am lodging a formal complaint against Truist Bank for mishandling my checking accounts. I have been a customer for years, with two accounts8 years and 2 years old. Despite opting out of overdraft protection and coverage, Truist Bank has allowed random charges to result in forced overdrafts and fees. This violates the agreed terms and the FDIC's consumer protection guidelines (source: *******************************************************************). Customer ********************** claimed discretion over charge approval, contradicting in-person representatives who stated recurring subscriptions shouldn't incur fees when opting out.I visited a Truist Bank branch on 04/03/2023, seeking clarification. They promised an investigation, but a week later, eight more charges went through, leading to additional fees. Customer support provided the same unsatisfactory response. I contacted the previous representative, who pledged to submit an error refund request.Today, I discovered Truist Bank took $941.33 from my other account without consent to cover the unlawfully charged fees. Customer support defended this as policy, claiming recurring subscriptions were treated as ACH payments. However, I never provided routing or bank account numbers to these companies. Truist Bank's actions amount to grand theftforcefully overdrawing my account and wrongfully seizing my money.Due to conflicting responses, failure to resolve the issue, and unauthorized seizure of funds, I find it necessary to lodge a formal complaint against Truist Bank with the Better Business Bureau.

  Business Response

  Date: 05/08/2023

  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:05/08/2023

  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.

  Regional Acceptance Corp is violating my consumer rights and also not adhering to the law and fair credit reporting laws. Regional Acceptance has been sent several statements demanding verification of a debt that they claim I owe, while the "proof" did not contain two wet signatures between them and It is not legal and therefore null void and they have written it off as a charged-off account, therefore, it should no longer be reporting on my consumer report! The account is CLOSED and is being reported as "Charge Off" This is illegal pursuant to 15 USC **** A-Definitions and rules of construction "transactions and experiences between the consumer and the person making the report" SHOULD NOT BE REPORTED. Regional Acceptance is reporting late payments to my report when they do not exist on a consumer report. This is identity theft pursuant to 18 USC ****-Identity theft, being that this corporation is aware of the damage and inaccuracy of this reporting! A CHARGE-OFF IS INCOME AND INCOME IS NOT REPORTED ON A CREDIT REPORT! THIS ACCOUNT NEEDS TI BE DELETED IMMEDIATELY! Regional Acceptance Corp is in violation of my rights per 15 USC **** s-2-Responsibilities of furnishers of information to consumer reporting agencies 15 USC **** section 602 A-states I have the right to privacy 15 USC ****a Section 2-Definitions; rules of construction/Exclusions 15 USC ****b-Permissible purposes of consumer reports 15 USC ****-Criminal liability for a willful and knowing violation 15 USC ****-Obligations with respect to disclosures of personal information 15 USC ****-Protection of nonpublic information 18 USC ****-Identity Theft

  Business Response

  Date: 05/08/2023

  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:05/08/2023

  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.

  Paid off balance 10.14.2022 and never used the credit card afterwards. Found out I had a balance and paid it on 1.7.2023. Then I received a negative report to my TransUnion credit on 4.12.2023. I looked deeper into this and realized that every charge was fraudulent. I reported four charges to Truist and opened an investigation. I was told not to do anything or pay it multiple times when I called back to check on my investigation. I continued to accrue another late fee while not doing anything as instructed. I received a letter stating that one charge was found fraudulent and would be removed. Now I received a letter saying my account has been closed due to a delinquent account. Although all the charges on it were fraudulent and I was told to wait. I was just on the phone for 2 hour and ******************************************************************************************** even showed up. So I had to start a new investigation for those three all over again. And I was told for the first time ever I had needed to pay the balance even though the charges, interest and late fees were from fraudulent activity. Now I have to call back next week for an update and they will not guarantee I can have my account reopened. They stated that once an account is closed I have to reapply for a new credit card. This is greatly impacting my credit score and possibly will for years now because of the misinformation Truist guided me with. It is wrong that I am being hurt by this bank because they closed an account I had no idea was in danger and they are at fault for not giving me correct information. I would have paid the balance and waited to be credited had I known to pay the balance. I am looking for resolution because I have paid the balance off, still waiting for the first investigation to be complete, now have to wait for the second one to be complete, still have my credit impacted for seven years possibly and all of this it is not my fault.

  Business Response

  Date: 05/08/2023

  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.