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

  199 Mall Rd Oak Hill, WV 25901-6109

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  Truist Bank

  250 E 2nd Ave Williamson, WV 25661-3604

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  Truist Bank

  707 Merrimac Trl James York Plaza S/C Williamsburg, VA 23185-5349

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  Truist Bank

  11843 Raintree Dr Panama City, FL 32404-3903

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:05/04/2023

  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 opened an account with ********************** earlier this year and registered for the $400 new account promotion. I went ahead to fund my unusual deposit the first two times, but each time I did it took me back to the application. The third time is when I used my ACH info from another bank, which opened the account. I eventually get a call from Truist saying if I meant to open 3 accounts, which I replied no, just the one account. They said let the 2 close for inactivity and my one account would be good for the promotion as long as I made ***********. Sometime later, I get an email saying I do not qualify for the promotion due to me not meeting the requirements. I called Truist to see why and the rep said it was because I closed an account or two and the account I currently have shows as an existing user account, and not a new account. I am just reaching out to get this remedied by Truist and get the $400 promotional credit added in my account. I did make all the necessary qualifying deposits to meet the threshold as well. I appreciate a quick resolution! Thank you.

  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.

  My mortgage was transferred from Suntrust to Truist. I recently went online to create a bi-weekly payment for the mortgage where half was to be paid every two weeks. Imagine my surprise when instead they began charging me the full mortgage every two weeks. I have called countless times to get the problem solved but nothing has changed and I can't get anyone on the phone who can actually help. And there's no way to rectify the situation online. They are an absolute nightmare to deal with.

  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: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.

  Copied via email sent to truist Well when I first joined with BB&T when I first opened this loan everything was wonderful. The customer ********************** was always on point every time I needed help with my mortgage I was accommodated. Before the merge I had experienced hardship during covid due to covid. Me and my family went without wages leaving me as a single mom to be behind on my mortgage. We attempted this repayment plan being insured that everything would be okay. We are also in the **************** where we have suffered natural disasters almost every year. I needed the repayment plan so that I could officially be caught up on my mortgage as I have been a client with this company for almost 10 years. When the merch happen with truest I was ready to start closing my repayment plan to go ahead and finalize all the paperwork so that I could start making payments and getting ahead. However I received my paperwork back incorrectly named and incorrectly addressed to the wrong people. As I have provided proof attached. This third or fourth time sending back paperwork most recently ended up coming in 2 days after it's due date. I understand that things have to happen in a timely manner however *** stated that I received my package on the 6th however it did not show up on my doorstep until the 23rd. I'm not quite sure how that happened but it was mixed with some other packages that I was waiting on as well. I filled out the paperwork and waited until I could get it notarized to send it in I also was in contact with customer ********************** on the 22nd to let them know what was going on they insured that everything would be okay. I tried my best to get it back in a timely manner. However because my paperwork has been sent to me incorrectly so many times causing this situation to go out a duration of an additional year and a half I have been continuing to make payments and stay loyal customer of **********************. But now I have been informed by customer ********************** that because my paperwork was received two days after the due date which I was not aware of exactly what day that would be. Now my entire case is discarded including the paperwork that I sent with all of *************** documentation so here is an official email attached. I have all the copies of incorrect paperwork from truist!. I have also request new paperwork in the event my paperwork is discarded..Please make sure that all the information is correct it should read the following.. let's please not drag this out I'm really just trying to get passed this as I called to make payments today...please make sure the information is correct because I'm not trying to drag this out another year or so..Information should be in as following..Hello again. I called customer ********************** on 3/7/****** representative on the phone heard the situation described in this email feed. The representative also noted that I called to check the status of my paperwork and make 2 scheduled payments for February and March. She informed me about my case with my repayment plan with truist home preservation is being canceled over my paperwork coming 2 days after due date. She noted that I went through the previous conversation when I contacted customer ********************** on the 22nd about not receiving my paperwork. She said I received on the 6th but I didn't receive it until the 23rd of February. Then had to wait for the opportunity to get it notarized again with my notary. Then sent back the following week via *** drop box sight as soon as I could get it signed. She stated that she notated all of this information. The representative on 3/7 said she would send an email to the department handling paperwork to see if they can consider my case because it's been dragged out long enough. The representative informed me she would contact me within ***** hours to give me an answer. I still have yet to hear back on if I have to AGAIN restart this plan paperwork with correct naming and addressing information and ownership. She told me I could not make anymore payments. I told her I just wanted to get passed all of this. I offered to call back just in case she the repeated her response to stating she would be in contact with me. There was a second call to home preservation made from myself on 3/7. This time the representative told me she didn't want to give me false hope because the department will automatically discard my paperwork the day after the due date.. (even though I never was aware of a specific due date)... she then informed me that she will send another hardship packet to start all over again.. that it would also take 60 days to get processed..(due to the misstransfer on information being incorrectly documented by truist when arranged and finalized with bb&t prior. I sent paperwork originally then had to re do the entire process again because it "got lost in the merge" i.e prior conversation with ************************************* when I originally started to close my repayment plan period) When I asked the previous representative on the 22nd of February what the date was because I never received my paperwork though it showed received on the 6th of February. I however received it the next day along with 4 other boxes of late orders of boxes from things I have been waiting on. I asked her when it was due no specific answer. I kept in contact and informed I would have it notarized the next week when I could get with my notary. She said " I know that home preservation has a time limit on those" in addition she noted my situation...phone calls are all recorded..She never told me a due date for the return of the "final draft" of the 3 or 4 time corrected packet. I also stated I would send at the end of next week because I had to wait on my notary. I have been making payments over the phone for 2 years now during this confusing transition of bb&t and truist. I turned it in as soon as I could get to a *** as I work almost around the clock now thankful for my blessings. Please consider that I have been through the circumstances stated and now on my feet as I have been continuing to make payments. I have been through alot. The hardship started in 2020 during covid and I was sick for about a week missing work in January 2020, March 2020 we were laid off from my previous employer for 8 weeks forcing to file unemployment and the **************** was so backed up that when I received it I was returning to work. I then somehow managed to get going to start catching up on my other bills like insurance and car payments and continued to make the mortgage payments. In may/june 2020 I went through another divorce. Then my previous employer started garnishing wages in my commissions at work and taking pto money saved and forcing closing on all benefits. And I endured an extremely hostile environment during employment and was forced to work elsewhere for a while so I felt safe. I continued to make payments to mortgage on a $1200 monthly pay cut. When working conditions changed slightly safer 6 months later I returned to full time to my previous employer. I was only making about ***** a week but I had to feed my family and provide clothes for my kids.I still managed to make payments to the mortgage. In 2021 my kids got sick. We all were covid positive. I missed work to take care of my children and myself. Until I was officially clear via testing. This caused me to become behind in my mortgage payments again. Bb&t offered prior to the merge that I can do a repayment plan until I could handle my payments again. I also had to catch up on lights and car payments and insurance and phone and gas and groceries and everything else etc. I agreed and they entered all the information on the phone with me. Then I requested to come off the repayment forbearance period and finalize the paperwork. I have been making steady payments as timely as possible and staying in contact with home preservation/loss prevention department. Then during the merge my paperwork was somehow not located though it was delivered to bb&t / truist home preservation loss prevention department. Then when I had to start it over when I got the paperwork re sent it was not my correct name now was my marital status updated. This is funny because bb&t had already corrected the misinformation on the finalized paperwork returned and signed (customer copy attached in feed). Then customer ********************** also stated while my paperwork was lost in transition because it was scanned in but not on my account... it took about 2 years for Truist to finally fix it to current legal information for mortgage note and agreement signing. Now because of it arriving 2 days late I have to go through allllll of that again according to customer **********************. Awaiting my new paperwork packet that was said to be sent. Afraid all my hard work was discarded for being 2 days late of a due date I had no information on. Please consider the paperwork that is to be finalized so that I, myself, my family, ********************, my life and my credit to move on. I am capable of making payments as I have managed to continue making during the hardship paperwork process via phone calls to customer **********************. I an just waiting to stay in the home my kids have had with me for over 10 years now. Please take the finalized paperwork. Please contact me on a status of my paperwork as promised by customer **********************. Sincerely,********************************* Borrower **********************************************************************

  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:05/03/2023

  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 have a mortgage through truist and recently switched from monthly payments to bi weekly payments. I reached out to customer ********************** via an online chat function on April 3 to get clarification on the process as it seemed as though i was going to have to be charged twice for this. The rep stated that after making our full monthly payment of $1,371.92 for ***** i would need to make two bi weekly payments as well that month. one on the 14th and one on the 28th of *****. These two payments would each be $685.96. I was again confused as i'd be paying twice in one month. It was explained to me that while that was the case, the additional payments would then go towards ***'s mortgage payment and we would not need to pay a second time for month. I asked for confirmation that i would be making two payments in *****, then i would not need to pay again in ***. That was confirmed. After seeing charges scheduled for *** i reached out again via chat on May 3 and spoke to ********* (******). I reiterated the issue of being double charged despite being told otherwise. She confirmed the payments, stated that she was actually the last rep i spoke with and sees in her notes that "i advised you once your 4/1 payment was satisfied then you will be able to set up your biweekly payments to start drafting in ***** for ***'s payments." i responded "yes and i asked for clarification that those payents would go towards *** and i wouldnt need to pay again in ***" she responded with "so ***** the 4/01 plus the other 2 half payments makes 2 payments for *****. and then the biweekly will continue every month in the same pattern. i apologize for the confusion." i responded with "the confusion is because you said i wouldnt have to pay again in *** but thats not actually the case. i understand that the payments in *** go toward june but you explained it in a way that appeared as if i wouldnt only need to make 2 payments in ***** none in *** and then bi weekly starting june." clearly bait n switch

  Business Response

  Date: 05/03/2023

  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:05/03/2023

  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.

  Truist Bank accidentally allowed a check I wrote to go through twice in the amount of $667 in June of 2022. They agreed this was no fault of my own or fraud so they refunded my money back but in April of 2023 they took the $667 back out of my account. Their reasoning was that they couldn't get in touch with the other bank. However, this is no fault of mine and I can't control the other bank. I have spoken with supervisors ****** and ****** and been promised that my case would be escalated and I would receive further documentation explaining how they can take my money when I didn't write the check. However, it has been a month and I can't get back in touch with either supervisor, nor have I received any requested documentation. I want someone to reach out to me and refund me my $667. The problem that Truist is describing is a problem between two banks and has nothing to do with me. I have included a copy of the bank statement that shows two checks going in for the same amount on the same date with differing check numbers that aren't even in sequence. It is very clear this was a bank error that allowed the check to go through twice.

  Business Response

  Date: 05/03/2023

  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:05/03/2023

  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.

  Approximately 90 days ago, I opened a personal checking account with ********************, using the promotional code CHKQ123TRUIST1. The promotion offered a $400 bonus to customers who opened a new checking account and completed two direct deposits. I called Truist on 02/11/23 to verify that the code was entered and that I would receive the bonus if I complied with the terms. A supervisor assured me that the promotion was applied to my account, and I had nothing to worry about. Based on this promotion and assurances, I maintained an account in compliance with the terms of the promotion. However, on 05/03/23, I called Truist to find out the status of the account. The agent transferred me to a supervisor who informed me that the promotion was not applied to my account, and there was no way to get the promotion that was offered, despite me opening and maintaining an account in good faith. I believe that Truist's failure to honor the promotion is a clear case of false advertising and is an unethical way for the bank to take advantage of its customers. I opened an account with the expectation of receiving a $400 bonus, and Truist's failure to honor the promotion is a breach of their agreement with me.

  Business Response

  Date: 05/03/2023

  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:05/03/2023

  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.

  A little background, I have been a member with Truist (previously Suntrust) for a couple years. I regularly use bill pay, which is provided as a service within the regular online checking account. Earlier in the month of March 2023, three payments were set up to Jax Federal CU ($514.57, $447.37, $178.04) to be paid on 3/24/23; later that same day, I edited the date on all three payments to be 3/30/23 instead of 3/24/23; I checked bill pay scheduled payments and confirmed the date change was made and it showed all three payments to occur on 3/30/23 and nothing shown for 3/24/23; on 3/30/23 I was notified of three overdraft fees ($36 each, total $108) due to the three payments and I noticed the payments had already been paid on 3/24/23. I called on 3/30/23 to tell Truist of the issue and was told after talking to a Team Lead the issue would be reviewed and I would be contacted when a decision was made on the fee refund. I called back two more times over a three week period and was told it was still under review. I then talked to ******************* *************) a VP at a local branch office about the issue. **** called the bill pay department and was told they could not refund the overdraft fees because we had an overdraft fee refunded nearly a year ago. **** also tried discussing the matter with his boss but got the same answer. This is clearly a bill pay error I had no control over and I should not have been charged $108 in fees for a glitch in the bill pay system. The bank should not make a customer liable for their software issue.

  Business Response

  Date: 05/03/2023

  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:05/03/2023

  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.

  I recently had an unsatisfactory experience while opening a checking account with this bank. I would like to share my story to help others make an informed decision.I recently encountered multiple issues while opening a checking account with ********************** online. Initially, when attempting to create an online account, I encountered technical difficulties that caused the screen to freeze. After repeatedly clicking the button, I was blocked from accessing my account. To verify my identity, the bank requested that they send me a text message, but they were unable to use the number provided as it was registered under a business account. Despite explaining the situation, the issue persisted until I provided a different phone number.Unfortunately, my issues did not end there. When I attempted to log in to set up direct deposit, I received a notification that my account was blocked due to fraudulent activity. I was directed to visit a branch for further assistance, where I was informed that I had two accounts that were closed without explanation. The branch representative instructed me to wait for ten days before calling to request the return of my funds.While I understand the importance of security measures, I find the handling of my situation by Truist Bank to be unacceptable. If the bank closes my account, I expect to receive my funds immediately. Waiting for ten days to request the return of my funds is unacceptable. I would like to caution others who are considering banking with Truist Bank to be mindful of my experience.

  Business Response

  Date: 05/03/2023

  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:05/03/2023

  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.

  04/29/23, 05/1/23 Applied for loan they said they approved me for then had me to verify account by some deposits but I had to transfer money to cash app and buy target gift cards to return the deposits then I would get loan have not heard back called the number They sent and they emailed me and said they did not have a loan with them and they would never ask me to do that. Explained exactly what happened I was scammed on two different days. Can forward email information cannot upload

  Business Response

  Date: 05/03/2023

  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:05/02/2023

  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.

  Yes, I went to the Truist Bank in ***** ***** I believe it was April 1 or April8, 2023, it was an appointment I made the week before the actual date. I was trying to set up a private trust I had my documents ready but when I got there the young lady was confuse and wasnt aware of what my intentions were, to make a long story short she just copied my documents uploaded and told me it had to be reviewed by the back office. Since then I made an attempt to call, spoke with one customer rep he took my number and told me someone will reach out to me, I never heard anything back, its May 1, 2023. When I do call it goes to a audio prompt its hard to get in contact with anyone at that bank, very disappointed because I didnt get a yes or no about setting up my private trust after they received my documentation.

  Business Response

  Date: 05/02/2023

  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.