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:05/05/2023

  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 was unfairly and wrongfully charged to overdraft fees to transactions dated before 05/03/2023. I called a supervisor in Truist Bank to let them know I was fully responsible for the $99 transaction on 05/03/2023 that caused my acct to go over the limit. Therefore, I will pay the overdraft fee of $36 assessed after the $99 transaction. My account had a positive balance on 05/03/2023 and would have never incurred two overdraft fees if the $99 transaction was not charged. My account also showed that all pending transactions have been deducted and my account in real time was positive. But after my account became negative on 05/03/2023 Truist Bank charged me two extra overdraft fees in the sum of $72 which I waiting to have refunded. I never had this problem with old Suntrust Bank and this is my initial steps to have this issue resolved

  Business Response

  Date: 05/05/2023

  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:05/05/2023

  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.

  Good day, In **** I opened a bank account with ********************** Bank, which was done with all my identification documents required. I moved to work and live outside of *******. Since then I have been recieving my bank statements. In 2019 Suntrust ****************** (*************************) updated all my details and I continued to recieve my statements till 29.12.2021 and from then I never recieved a statement. When tried to contact Suntrust Bank to change my address and setup internet banking, I found out that Suntrust was now Truist bank. At no time did I recieve a letter, email or sms informing me of this. I got through to the international number and they tried to help setup internet banking with me but were unable to as it kept saying that the zip code is not valid. I was told to speak to the branch manager of the main Truist branch. She was also unable to assist as she said they had no identification on the system for me, which I found strange as this was provided when I opened the account and the account details were verified in 2019 by the risk ops department. I still have these emails. I was told that the branch that I opened the account with would be able to assist. In the time that I have been trying to sort out my account, the **************** branch has had 3 branch managers. I have made over a least 500 international calls to ******* trying to get this sorted out. Eventually I managed to get the address changed but the consultant must have populated the fields incorrectly as when I try and setup internet banking it says that the information that I enter into the fields do not match your records. I have tried to call the international number so many times. After over 9 month I still have had no luck in setting up internet banking. I contacted Truist via ******** messenger but although they kept telling me that someone would call since 24 April but still no one has called at the arranged time. I would like to get internet banking setup please.

  Business Response

  Date: 05/05/2023

  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:05/05/2023

  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.

  NSF charge and covered the same day, asked for fee to be reversed and was denied. ******* and ***** Fargo does not charge if on the same day. In todays world a little compassion and understanding might be nice with a bank that makes money with people that live paycheck to paycheck.

  Business Response

  Date: 05/05/2023

  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:05/05/2023

  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 April 6, 2023, I received a promo mail from Truist. The piece of mail invites me to create a checking account with them and get $400 if I qualify. The offer is for someone who received direct communication from Truist (for me via mail), someone who has never had a Truist account (I never did), open an account between Jan 23 through May 15, 2023, and to set up a direct deposit totaling $1000 within 90 days of opening account. I did all of those and added the promo code to my account. I opened an account on April 10th, set up direct deposits through my employer (2 direct deposits of $500 each during month of April). I called Truist on 5/1/23 to see if I met the requirements. The rep said yes and I will get $400 bonus in 4-7 weeks. On 5/5/23, I received an email saying I did not earn the bonus as I didnt meet requirements for offer. I was confused because the promo mail (attached) clearly states in 3 steps what I need to do and the fine print highlights the offer eligibility. Very misleading. Plus no explanations of how I didnt meet the requirements. I told my husband before all of this that we might make Truist our joint checking account. But after this deceitful promotion. Im not recommending Truist to anyone I know and Im closing my account as soon as my last direct deposit hits. My first experience with Truist was terrible.

  Business Response

  Date: 05/05/2023

  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:05/05/2023

  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.

  A new account was opened with Truist bank. While opening the account, ********************** was running a promotion for opening a checking account, prior to April 14, 2023. I opened the account, completed the qualifications to qualify for the incentive of $400. Upon activating the debit card, I attempted to make a purchase. The request to make a purchase was denied each time. I called customer ********************** and was asked if I had closed the account. Then was given a number to call the fraud department. I called this department and was told the account was closed, no explanation was given, and I could go the local bank and retrieve my money. I went to the bank, in *******, **************, to retrieve my money. Once in the bank, the employees treated me like I done something wrong. The teller asked me to wait for someone to come out to help me, the lady in the office had me sign a withdrawal slip, go back to the lady that sent me to her, the next teller whispered to the other teller regarding the request, they called the employee from the office, she came up to enter her password, and informed me the manager I wanted to speak to was no longer with a client, but in a meeting. I could come back later in the day, the next day, or call him on the phone. The employees made it clear that I could not get the incentive and they did not know why the bank terminated my account. They made it clear that I was not welcomed at that location. I met the deadline, made the deposits, and was supposed to be getting the $400 incentive. Instead, the bank abruptly terminated the account.

  Business Response

  Date: 05/05/2023

  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:05/05/2023

  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 had an auto loan with Suntrust that switched to Truist in March '22. I totaled the vehicle on 3/2/23. When trying to get all of the documents together for the ************** I called Truist the following week. I was connected to a male who didn't understand the documents needed. I went to a Truist branch the same week, hoping they would be able to assist with my needs for documents. I dealt with ********************** couldn't get the entire payment history due to them "not having any documents from before." She printed off a summary from March '22 to the most recent. She stated she would send an email following up with the documents. On 3/15, she emailed me the document with just the Suntrust payment history. She also stated in the email that the total loss department was unsure what a lender's letter was and listed a phone number. On 3/22, I called the total loss department, and the lady I spoke with stated I should not have gone to my auto insurance first and that Truist would need to send out an adjuster to verify it was totaled. At that point, my auto insurance has already sent them a check for a portion of the balance. On 4/3, I called and spoke with a ***** She informed me my car was in the ************************ and she could not do anything to my account and hung up on me. I called back and spoke with another lady. She stated I would get refunded back any of the payments I'd made toward the principal balance since the date of the accident. On 4/20, I called Truist curious about the refund check I should be receiving, and asked the lady about the amount. She stated what I was told on 4/3 was wrong and that what the lady said was wrong. She stated she would submit a complaint for me and provided a claim number. I asked why I was told the information if it was untrue and she said that it was not accurate. She stated they would get in touch about the complaint.

  Business Response

  Date: 05/05/2023

  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:05/04/2023

  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.

  My wife and I have banked with Truist for years. We decided to take out a Home Equity Line of Credit with Truist, after previously having one years ago and appreciating the flexibility it allowed. While discussing this loan we were told, in person and through email, that we would be locked into a 3.2% interest rate for the entirety of the first year of the loan. I again want to stress, I have in email and after being told repeatedly in person that any draws on this account within the first year would be locked into a 3.2% interest rate. My wife and I discovered that this is not the case with our account. Our account is charging a variable interest rate more than double what we agreed to, this is after we consolidated debt into the loan to lock in the low rate. We immediately reached out to Truist to resolve it after discovering this, two employees at the branch acknowledged the issue and set out to resolve it. During this process the line of credit was somehow fraudulently accessed, necessitating the need for us to create new bank accounts and savings accounts and freezing all of my credit. Truist said this had to have happened internally, as my online account was not compromised and it appears to be an internal fraud. After resolving that situation, we were told that the interest rate situation was also resolved. That is not correct, we are still being charged the variable interest rate and the 3.2% rate is not applied to our account as we were told. So far after working with Truist for multiple months we still do not have a resolution. The problem has been acknowledged by the bank and we have been assured they are working to correct it but it has not been corrected and we are continuing to pay an interest rate double to what we agreed to. We hope to just eventually receive the rate we agreed to, that would be our desired outcome.

  Business Response

  Date: 05/04/2023

  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:05/04/2023

  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 was forwarded to debt collection for a business account. I sold the business in question, and went in person to sign over the account to the new owner at my local branch. Approximately 4 years later, I began to receive letters from Truist saying that I owed a debt for this account. When I called the bank, they said that the paperwork was never filed for some reason. However, the new owner used the account under her name for the business for at least another year. The negative balance is from when the new owner CLOSED the account. I have spoken to Truist on 3 separate occasions, and they have assured me that they had resolved the issue each time. I then received a letter from a debt collection agency. I called them to dispute the debt and explained the situation. They told me that the issue was resolved.I have now received a letter from a SECOND debt collection agency, and have once again disputed the debt. At this time, I am once again contacting Truist so that they can remove the debt collection from my name. There has been no resolution, or even any understanding on how they can fix it or who to refer me to. I have been dealing with this debt that is NOT MINE for more than 6 months now, for a business I sold 4 years ago, going on 5 years now.

  Business Response

  Date: 05/04/2023

  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:05/04/2023

  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.

  April 25 I deposited 2 checks from my job. One for $51.72 the other for $75.36. They ACCEPTED those checks. My balance was $285.56 the end of that day.The next day my balance was $127.08 2 days after I deposited my checks truist sent them back. They also charged me 2 $12 bounced check fees and a $36 overdraft fee. Even though I HAVE OVERDRAFT PROTECTION. They have now charged me $60 in fees and stolen my money I worked for. This bank owes me a total of $187.08 I AM FURIOUS. I cannot pay my bills or FEED myself because of this problem. I have medications I need to pay for and have not been able to take them because of this. My health is now declining because of this. Truist refuses to work with me and take these fees away.

  Business Response

  Date: 05/04/2023

  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:05/04/2023

  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.

  I received a letter from Cardinal Financial on April 17th stating that Truist Bank had purchased my loan. The letter further stated that Effective May 1st Truist would be accepting payments. I've called Truist Bank and been online multiple times to make a payment and set up online reoccurring payments, none of which Truist can accept due to technical issues. I've not received any welcome information with loan information as repeatedly promised. I was told that if not paid they will report late payments to the credit bureau however they are not set up to take payments. Through my own research,I see that there have been MULTIPLE complaints regarding Truist Bank's inability to accept and process payments however it seems complaints are simply closed. Please add mine to the pile and please investigate this bank.

  Business Response

  Date: 05/04/2023

  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.