Complaints

This profile includes complaints for Truist Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Truist Bank

  214 N Tryon St Charlotte, NC 28202-1078

  
• 

  Truist Bank

  1401 S Salisbury Blvd Salisbury, MD 21801-7126

• 

  Truist Bank

  1901 Harper Rd Beckley, WV 25801-2611

• 

  Truist Bank

  8074 Mechanicsville Tnpk Mechanicsville, VA 23111

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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:05/02/2023

  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.

  Ive been awaiting a response from ************************* about receiving my funds . I have every document they asked for and ** still getting the run around about my account being fraudulent . I even showed the loan status and that I still have to make payments on. Truist bank and ************************* has not been trying to comply with me and allowing more time to pass by . I am not a satisfied customer of **********************. I was lied to on several occasions and have not received my funds that are owed to me . I now have no more time to wait or waste. ************************* and Truist bank have placed my life in shambles . I was never provided any documentation of my funds when the account closed by **********************. I was told that ALL funds will be sent over in an attached check but never received them.

  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. 

  Customer Answer

  Date: 06/22/2023

  I am rejecting this response because:
  
  I hope this letter finds you in good health. I am writing to bring to your attention a distressing situation involving Suntrust bank which is now Truist, with regard to acts of discrimination and their refusal to acknowledge proper evidence and documentation related to the disbursement of funds from my account. I believe it is essential to escalate this matter as I have exhausted all possible means of resolving it directly with the bank. Despite submitting the evidence multiple times and engaging in extensive correspondence with various bank representatives, I have been met with disbelief and disregard. The bank's representative ************************* have repeatedly dismissed my claims without conducting a thorough investigation or providing any valid reasoning and even laughed and told me we dont believe you. Furthermore, the most alarming aspect of this ordeal is the clear discrimination I have faced during the course of these interactions. It is disheartening to witness such discrimination firsthand, particularly from an institution that is entrusted with safeguarding the financial interests of its customers. I firmly believe that my complaint should be taken seriously, and the bank must be held accountable for their discriminatory practices and refusal to acknowledge my valid concerns. I kindly request the Better Business Bureau to intervene in this matter and conduct an impartial investigation into the actions of Truist Bank. I trust that your organization's dedication to upholding consumer rights and promoting fair business practices will ensure that this issue receives the attention it deserves. Additionally, I would greatly appreciate any guidance or assistance you can provide to help resolve this matter and restore my faith in the banking system. Thank you for your attention to this matter, and I trust that the Better Business Bureau will play a pivotal role in addressing these serious concerns.

  Desired Resolution:

  Refund

  
  

  Business Response

  Date: 06/22/2023

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

• Initial Complaint

  Date:05/02/2023

  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.

  We had a vehicle financed through SunTrust which was acquired by Truist, when this merger happened, we were never sent any new paperwork. Payments continued to auto draft from new account. One complaint is in September 2022, we moved to Ohiocand needed the title transferred to the state in order to register the vehicle. The title was never transferred. Fast forward to February, we decided to sell the vehicle after a friends bank contacted Truist and Truist confirmed that his bank could send cashiers check and they would send them the title. After receiving payoff, Truist sent the title to **** instead of buyers bank. **** informed ** that we only need lien release to get the title so the new buyer can take it to his bank. We are going on three months and hours spent on the phone to be assured that the lien release was on its way in the mail, to be told that we need to send title back first, then to be told lien release was in the mail again. We have been told something different every time weve called. Promised supervisor call bs is that fell empty, today after waiting another week for lien release that was supposedly sent on the 24th of April, we decided to call yet again. We were informed again that the lien release was never sent with no answers on whats holding it up. We now have the other bank wanting to take us to court since theyve been waiting on a title for three months. Vehicle has been paid off. It should not take three months to get us a lien release regardless of policies. Rep refused to send notes or emails so I unfortunately do not have any proof besides Phone call dates

  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. 

• Initial Complaint

  Date:05/02/2023

  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.

  Nature of dispute - bank withholding posting of social security check, even after numerous calls and contact with supervisors. Even a call from the agent at social security heralded no resolution. Due to the negligence and uncompassionate nature of the employees, I am currently homeless, disabled, with health issues, and fighting to survive simply because the agents refuse to even remotely show any empathy or care towards a customer that has an excellent track record with this bank and bank account. The disregard this bank shows for long term customers is unfathomable.

  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. 

• Initial Complaint

  Date:05/01/2023

  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 27, at about 9:30 a.m., I arranged an online donation to a reputable charity, providing account information for the funds to be sent from my personal checking account at **********************. Within an hour, having taken stock of how much would be taken out of my donation to pay online processing fees to another party, I contacted Truist to put a stop payment on the transaction so I could write a check that would go entirely to the charity. On that phone call with a Truist customer ********************** rep, I was assured at least twice that the payment would indeed be stopped. My account record does show that the stop payment was filed on April 27. Nevertheless, the transaction went through on April 28. Truist did NOT stop the payment. On May 1, I contacted Truist in pursuit of a solution. But the rep talked from a script applicable to a fraud case, as if I had requested the stop payment because I had a problem with the charity (whom he kept referring to as the "merchant")! But my problem is entirely with Truist. Although Truist's mistake is obvious -- they simply did not stop payment as they said they would -- for me to pursue a solution now will require an untold amount of time and paperwork. (Truist case C-************, Account Security and *********** ************)

  Business Response

  Date: 05/01/2023

  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:05/01/2023

  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 reported some fraudulent activity to Truist bank ( the activity is a charge on my credit card on mar29,30 and 31st); the bank acknowledged that it was a fraudulent activity ; and said that they would take charges off ; however on May 1st , the charges still show up .I have made multiple calls, and ** told the charges will be taken off but they still show to this date .I was also instructed to not make credit card payments , till the fraud charges appear; however now Im being charged a late fee, and the interest charge too ( where as I was just following instructions from the fraud department )Also one of the fraud charges was for $2.85 which the bank additionally charged me and then refunded Please help me !

  Business Response

  Date: 05/01/2023

  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:05/01/2023

  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 ordered an account verification letter from the bank almost over a month ago . I was charged $30.00 for this letter for immigration purposes .I have called timed and time and time again for a status of my letter . I keep getting a run around , there is no one to speak to , no one calls me back and I have yet to receive answers . This is absolutely absurd and has cause major inconvenience in my case .

  Business Response

  Date: 05/01/2023

  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:05/01/2023

  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.

  Summary: TRUIST bank either lost/otherwise misplaced a $2000 check I deposited into one of my business accounts, and has been completely unhelpful in resolving the issue. Details: Today I went to the ******* branch, ********, and finally called multiple times the Kenwood Branch, ********, trying to resolve the issue of a $2K check that is listed online as "exception" and appears to have disappeared and not credited at all. The new ******* manager *********************** (?) is rude and of little help, but she did tell me that the check is probably still at the branch where I deposited it at the *** (Kenwood). Then I contacted the Kenwood branch manager ******************, ************, who is simply impossible. She resolved nothing and at the end simply hung up on me (I am a business customer, by the way).

  Business Response

  Date: 05/01/2023

  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:05/01/2023

  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.

  I just moved to **********, ** from ******* this week. I walked into this branch to withdraw from my checking account. I provided my driver's license (which was still a ******* license). They asked me for my social, which I provided. They asked me what year I had opened my account. I could not answer this as I had opened my account with BB&T over a decade ago. Truist purchased BB&T and automatically transferred my account. I did not transfer this myself. Because I could not answer this question, they said I was not the account owner and they couldn't help me, so, I left. Shortly after, I went to complete an online transfer and noticed the account was closed for debits, with all of my money in it. I did not make this request, nor was I notified. Certainly, if this bank actually thought I wasn't the account owner, they would have notified me (as the account owner) via email, phone call, or text. That never happened. I contacted customer ********************** at the ***** number. They stated that this is a local branch issue, and that if I go back to the branch and keep them on the phone, they will let them know I am a long-time client. I called the branch before driving back over to verify this would help. The branch stated that they are unwilling to help me. I offered multiple forms of proof of identity, including my passport and social security card. They would not accept anything and told me to go back to *******. Customer ********************** says my only option is to go through the local branch, which at this point, has stolen almost $6000 from me. This is unacceptable. This is a national bank, and it should not be unreasonable that someone would want to withdraw their funds from out of state! I proceeded to another local branch, but they would not help me as the first branch had already flagged my account before I got there. I just want my money and my account permanently closed so that I do not need to do any more business with these people. They were unbelievably rude.

  Business Response

  Date: 05/01/2023

  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:04/28/2023

  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.

  4/17/23 I ordered a delta sky miles card in app and was never showed that I would be charged $95 for it. I had a $400 promotion offer and held up my end of said promo. Well my $95 charge hit and they disqualified me from said promo due to the $95 charge sending me into the negative. I am livid. Not only is this card not being advertised correctly in their app, but they want to shift blame to Delta when yall offer the card and dont say it will charge you in the app

  Business Response

  Date: 04/28/2023

  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:04/28/2023

  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 would like to file a complaint against Truist Bank. I am a small business owner trying to open a small business checking account. I was advised I could not because I have an application thats under fraud review. I applied for a personal bank account over 2 months ago. What is there to review when I have all of my personal information. I called on 4/28/23 to speak with the fraud department directly to see what review needs to be done. I was placed on hold for over an hour, requested a supervisor and was but back in the queue by an offshore representative. I need this resolved immediately. This is sad Im already fed up with the company before becoming a customer.

  Business Response

  Date: 04/28/2023

  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.