Complaints

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

close

Find a Location

Truist Bank has 2296 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Truist Bank

  214 N Tryon St Charlotte, NC 28202-1078

  
• 

  Truist Bank

  199 Mall Rd Oak Hill, WV 25901-6109

• 

  Truist Bank

  250 E 2nd Ave Williamson, WV 25661-3604

• 

  Truist Bank

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

• 

  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:04/28/2023

  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 appointed Guardian and Conservator of my incapacitated cousin, ***********************, effective June 11, 2021. She is the sole heir to her deceased sister, *********************, who had a $42000 loan with Truist secured by their home. I mailed and personally delivered the court documents to BB&T and Suntrust (now consolidated and acting as Truist), and also to Truist. Since 2021, Truist has ignored the court documents and refused to acknowledge me as the guardian and conservator for my incapacitated cousin. I have continued to pay the monthly fixed mortgage payment and Truist accepted the payments until October 2023 when they began returning the mailed payments to me and online payments to the bank. They are now claiming no payment has been made since October 2022 and is auctioning the house on May 24, 2023. In response to a letter dated March 21, 2023 to the deceased cousin stating To bring your loan to a current status please remit $8012.22, I mailed Truist a check for $8012.22, certified court documents showing the incapacitated sister as sole heir of the deceased sister and appointing me as guardian and conservator of the incapacitated sister. I also included a copy of the April 11, 2023 letter from Truist. In response, in a letter dated April 20, 2023, Truist returned the $8012.22 check and stated This check is being returned due to no valid loan. The letter from Truist included the wrong loan number and property address. As I have done since 2021, I sought an explanation for the check being returned, but Truist refuses to confer with me or my attorney. I believe this is a tactic to steal my cousins home, which is completely paid for, except for the $42,000 owed Truist. I timely paid the monthly $360.55 payment since becoming guardian/conservator for my cousin. I am and have always been willing and able to pay what is owed to bring the loan to current status and stop the auction, but Truist refuses to allow me to do so and to discuss the loan with me.

  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:04/27/2023

  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 27, 2023 I call ahead of time to request change from bank. They advised me that I can get a box of quarters. I explained to them that I have a valid business and personal account and they said they would give me the change requested and to come by at 11:30am as the person with the vault key will be there then. arrived at 11:55am and same gentleman (teller manager) gave me a hard time and refused to give me the change I requested. this is the second time this issue has occurred at this branch and with the same individual. there is no communication within this branch. if they would have told me they couldn't give me change I wouldn't have wasted my time. strongly considering closing my accounts with them.

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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.

  On 6/17/22 I paid off a car loan for 2018 ****** Rogue. I received the lien release on 6/27/22. I went to *** to obtain title, but was informed that Truist had not released title. I made several phone calls over the following 6 months endeavoring to get title released to the *** and was given many promises that it would be released within the next couple of days. I made several trips to the *** after these phone calls to find that it still had not been released. On January 21, 2023 I went into local Truist Branch and spoke with the Branch Vice President who stated she would get it resolved. Since that time, I have been emailing back and forth with her regarding the status and each time have been told it is getting closer to being resolved. I have requested phone numbers for someone that I could speak with and was told someone would call me. I never received a call. It is going on a year and Truist is still holding the title to the car.

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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 bank cashed an authorized $676.03 money request from our checking account from ***************** of the ******* submitted on April 13th,2023 without even attempting to confirm with us this was a proper authorized transaction. A couple of years ago, we had attempted to help out my mother and brother with a utility bill by providing ************ with our requested bank checking account for just this one time limited transaction again from a couple of years ago. There was no authorization for the recent transaction to ************. Attempted to have Truist asap reverse the mistake; difficulties understanding the fraud representatives. They seem to indicate they would send me some papers in two weeks to complete a request for a fraud investigation. Meanwhile also charge my account additional fees for their mistake processing the unauthorized cash to ************!

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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 saw a online ad that they are giving $400 if you open a checking account and get direct deposit. I did and got the qualifying direct deposit. Now they said I didnt qualify as the account was not in good standing. First I was not communicated properly for this and secondly what does good standing mean? My account was not negative. They just scammed me.

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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.

  On March 1st I contacted Truist to pay off the balance of my car loan in the amount of $20,833.09. On the same date Truist withdrawed this amount plus an additional withdraw from my bank in the amount of $5,000 (Totaling $25,833.09) as shown on my bank statement attached. After 3 weeks of Truist telling me that they have mailed a refund for the $5,000 overpayment, and me not receiving the refund, I contacted my bank and had them return the $5,000 transaction back to Truist. Truist then reduced the $20,833.09 payment by the $5,000, stating that I only made a payment of $15,833.09 leaving a balance on my loan of $5,000 as shown on my Truist account balance. I have provided the bank statements to Truist showing that a total of $25,833.09 was withdrawn from my account on 3/1/23. They stated in several phone conversations that they do see the $5,000 overpayment but they don't know what happened to that money. I told them they need to find the refund check, that they said they sent but I never received, cancel it and apply to the balance to pay off the account. They stated they would call me back and I still have not heard from them.

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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 2/22/2023 i opened a checking/savings account and deposited a total of $250. A few days later i received a letter in the mail stating the acct would be closed and i had 30 days to visit a branch and receive my deposit of a check would be mailed to me. i went to bank at *************************************************, ** ***** spoke with a teller and her manager for over 30 minutes as they looked to see why the acct was closing & said they think its an identity issue. I said id like to proceed collecting my deposit and the account can be closed. The manager told her she can give my the funds and close out the account. I received a bank statement in April 2023 & several calls for collection of $15 fee because there was no deposits to account. I explained to 4 different people 4/26/2023 that I do not have a relationship with truist the account was supposed to be closed & truist is the one that sent me the notice but the teller didnt close the account as instructed therefore thats an internal issue not mine. I told them to stop calling me and they called again to collect $15

  Business Response

  Date: 04/27/2023

  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:04/27/2023

  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 charged me two fees within a seven day period. I got an overdraft fee which I understand however on the 7th day I posted enough money to cover the overdraft fee and put my account back in the positive. Truist turned around and hit me with another fee of another $36 putting me back in the negative. When I called and told them they said the money didnt come until the 25th when you can see clear as day that the money was deposited on the 24th. This is the second time Ive been through this with this bank. With them going in and stealing money.

  Business Response

  Date: 04/27/2023

  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:04/26/2023

  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.

  In February 2023 (approx) I requested that the escrow portion of my mortgage be removed, which is about $116 per month. It currently exists solely for homeowners insurance purposes. This mortgage was refinanced in March 2022 from an FHA loan to a conventional loan with a new lender assuming the mortgage during the refinance. Upon the assumption, it appears that they sent the mortgage to a contracted servicer or the mortgage may have been purchased but my records indicated that it would be "serviced" and not purchased. Truist is the "servicer" of my mortgage, I presume. My actual refinance was done with Better mortgage and, initially, they had me with someone called TMS, for about a month or while waiting to find the long term servicer which ended up being Truist. During the refinance, I was given a choice as to whether I wanted to escrow my account due to consistently timely payments and I was going from FHA to a conventional loan. I chose to remove the tax escrow option which meant/means I pay the property taxes out of my own pocket- which indicates I had/have a choice in the matter. I chose to escrow the loan for property insurance and at the time of closing I had approx. $600-700 already in the escrow/insurance account. The first payment was made in May or June which means that 7-8 additional payments of $116 went into the account. Again, one of those payments went to ********************* in between the swap to Truist. Mathematically that means that by December 2022, there should have been roughly $1508.56- I can get the exact figure upon retrieving all my documents but that's a roundabout figure. Truist then submitted $1936 to Famers Insurance,likely in December 2022 or Jan. 2023. There was a policy change on my end and they ended up submitting $1909 to Lemonade who wasn't authorized to place coverage. The policy was still with Farmers but a new policy and agent. I paid $819.50 on 2/21/23 to Farmers with the remainder due in a few months.

  Business Response

  Date: 04/26/2023

  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:

  The business response is not totally accurate. They failed to mention that the escrow shortage was, mostly, attributed to them paying multiple insurance carriers- even though they only got notices of coverage and not requests for payment. Secondly, the initial deny was not stated or reported as an escrow shortage- I was flat out lied to and told that I must have insurance coverage and an escrow waiver isn't an option. FALSE. 

   

  This began several months ago, as stated, and one of the initial persons documented as a contact is/are: ******************* and ********************* on 2/23/23. My account was in good standing and, technically, still is. Since the numerous requests, they've opted to begin withholding escrow from the principal and interest amounts, despite being asked to post the principal and interest as a full months payment.

   

  They've made no offer to even adjust my escrow or run an updated analysis based upon my property insurances remaining balance- since I paid 1/2 of it upfront. They've called me to report various balances remaining and I was accommodating in making the additional payments despite sending enough to cover my P&I amounts. The amounts keep changing and it's not adding up. I was told that my escrow balance was $0, a few weeks ago. Today, 6/21/23, they call stating I owe an additional $400 plus with no justification as to how.

   

  I was lied to on 6/19 and told that my request to allocate funds allocated to escrow, from my full P&I payment, for ***** would be requested to back off and repost for the June p&I amount.

   

  An agent today, 6/21/23, says the adjustment hasn't occurred.

   

  My last contact with Truists executive team yielded the blame being placed on ****** ***- who called me yesterday, 6/20/23.

   

  I have a right to an escrow waiver/removal due to not only having a *******residence in a PUD community- which doesn't require property coverage per ****** *** guidelines******, but also because none of the below ****** *** Guidelines are applicable in conjunction with the Jan/Feb. 2023 request:

   

  Deny a request to waive escrow requirement for a mortgage loan if

  • the borrower has received a prior mortgage loan modification, or previously been approved for an escrow waiver and failed to make all payments timely, as required,
  • the borrower has experienced any delinquency in the 12 months immediately preceding the request,
  • the borrower has experienced a 60+ day delinquency in the 24 months immediately preceding the request, or
  • the principal balance for the mortgage loan is greater than or equal to 80% of the original appraised value.

   

   

  ****** *** reports they are an investor and not servicer for the loan; however, they also report that they'll conract TRUIST, as of 6/20/23, to have them provide an updated response to the request. Which I'll address accordingly, upon receipt.

   

  Thank you,

  
  
  

  Business Response

  Date: 06/22/2023

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the rejection.

  Customer Answer

  Date: 06/23/2023

   
  I am rejecting this response because:
  I was informed that I'll be receiving updates and/or a response via phone call/s. The final determination is what should be mailed, including after their follow up and due diligence with the investor, ****** ***, who called me earlier this week. 

   

  They have not properly investigated this matter nor have they given accurate responses with legal basis or standing based upon my loan type. 

  I reiterate their current escrow analysis is not even correct based upon my homeowners policy balance due, owing or remaining as of Feb 2023.

  Business Response

  Date: 06/23/2023

  We are in receipt of this complaint and will contact the client via letter no later than 15 calendar days to address the concerns about the rejection.

  Customer Answer

  Date: 06/23/2023

   
  I am rejecting this response because:
  I have responded to this matter/response earlier today. My reply remains the same. Thank you

• Initial Complaint

  Date:04/26/2023

  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 fixed rate home equity line of credit with Truist. The 1st problem is you can not see a running total of balance versus ******************* charges. 2nd, I looked at my account online 2 weeks before this complaint, and it said $32.00 payment due on 4/25/2023. I paid $50.00 on the 24th( yesterday), but today it does show the payment( today is the 25ih, and the due date), but it now states that there is $125.00 due by 4/25/2023. This happens every month. There is no doubt why this bank has a 1 STAR RATING of **** complaints..I will be filing a complaint with the ***** Thank you.

  Business Response

  Date: 04/26/2023

  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.