Complaints
This profile includes complaints for Truist Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,025 total complaints in the last 3 years.
- 1,233 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2023
Type:Product IssuesStatus: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 4/20/23 Truist emailed me a collection balance from a 2017 account that I never knew existed, truist waited until my account closed on 2/13/23 to then start intercepting refunds that were returned to me from merchants aliexpress klarna and other merchants, while telling me the refunds were returned to the shipper, instead truist were keeping all my refunds and refunding a closed account that I never was informed about until 4/20/23 truist agents even lied to BBB in our past dispute stating they never accepted the refunds but during my research with the collections department they were keeping my refunds to refund a 2017 account that was filled with and this fo my refunds that were going to a closed account Truist continuously uses an unfair practice by charging me $36 10 times for prior day return item,was for 1 transaction,they charged me over $255 and BBT is not even in business, this has caused a issue on my families living cost. They lied and stole alll my money that were refunded to my account and even done a klarna transaction on 4/14 and my account was supposed to be closed on 2/13 but the account was never closed and i never received the refund that shows i received and they dont have any detail t to the refunds from the merchants they took from me but they did make a mistake and mailed me this dispute that i never recieved a dime from because they have also put this to a closed bb&T acccount, they opened when they stated my Truist account was closed and i need my refund becasue they already have taken me for everything by not filign disputes and they are frauduletly keeping everything that refunded back to my account....my 2017 account went from **** to **** and truist is using old grandfathered charges on BB&T accounts using that without the irs knowing they have taken money stole my money and dont have it on the account but collections can be contacted and they willl prove truist account team wrong....are what made me go in the negative...Business Response
Date: 04/24/2023
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:04/24/2023
Type:Service or Repair IssuesStatus: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 ** stealing. In the month of April they have charged me $972.00 in fees. But Im not in the overdraft. Got everytime I transferred money from my account to this one they charged me a fee. My money does not have to sit there as long as when that debit gets there I cover it. It takes me 30 seconds to do a transfer. I check my account many times during the day. Thats why I dont leave money in there. One time they gave my social security check to a creditor knowing social security cant be garnished. Upon going yo the bank go see about these fees I was literally sick . Im sitting in there like Im begging all of the time when Truist is the one stealing all of the time. I am prepared to ho to the news and to get me an attorney. I gave read the complaints and truist has 130 pages. Looks like they dont care but they will care when they get hit like Regions and *****. Why are they stealing from the working. You cant get anything done and over the phone is suicide. All wrk is outsourced and you cant understand nothing ! The 1% do not care at all! Im going to an attorney anyway. They have been doing this for years. They took my money for my medicine and food and left me with nothing and went home. But this is who we bank with! I definitely am going to move but its not that easy. The rest of the banks are thieves too! The only way is to put it on the media!Business Response
Date: 04/24/2023
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:04/24/2023
Type:Service or Repair IssuesStatus: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.
Yesterday 4/22/23 me and my wife called the Truist help line spoke with manager ****. We tried to explain to the manager that a check we received from our dealership mind you a Chevrolet dealership check. A well known company we deposit the check via drive through, but the bank wants to hold the check until the 29. All because they say its hard for them to verify the check. I explained to *********** that my family depended on these founds to eat. Were going through a hard time right now to what ************ told us there was nothing he could do about it. Ill understand the check coming from a person or even a small business but no a huge company like Chevrolet. This guy has no feelings towards our situation, he even went on to tell me go ahead and compliant to the BBB that doesnt worry me one bit.Business Response
Date: 04/24/2023
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:04/24/2023
Type:Billing IssuesStatus: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.
Dear agency, I have a loan with BBT for twenty years and never had any issues until last year. I bought my home as a construction loan through BBT in the year ****. I had always pay my insurance and taxes separate through ******************************** in which they drawn the money from my checking account. Last year, American Modern states sending a letter letting me know that I needed to verify my information after 20 years which I never received or got. After insurance was cancelled BBT had placed or forced insurance on my property which I was not aware of it for a period of 7 months. I was reviewing my mail and opened a letter from Truist saying that I owed them money and immediate contacted them and I was told to call that it was related to the insurance on the house. I contacted BBT and had make all the payments necessary since that I was receiving calls from collection people. BBT states sending letters but never received those letters and also during this time my phone was stolen and electronic email was cancelled as well. I have made several payments to BBT or Truist and it looks like no end. Even though that I got insurance on my property, they keep adding an amount of 300 - 400 dollars a month for insurance on the property. After downloading all the documents from BBT noticed that many payments are missed **************** are going to the interest (taxes and escrow) charges added it by Truist Bank. It looks like my payments are not even pay and Truist just keep adding extra charges to my loan and jeopardizing my property after paying them for 20 years.Business Response
Date: 04/24/2023
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:04/24/2023
Type:Service or Repair IssuesStatus: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.
4/21/2023 I tried to buy Chinese food for myself, my daughter and my boyfriend. The transaction declined. I asked them to run it a second time and once again it declined. I spent over an hour trying to get into my online banking while also calling the bank as the mobile app would not work. This is a common occurrence with them. This has been an ongoing issue since Truist bought out SunTrust I never had these sorts of issue before they took over. After turning airplane mode off and shutting down my phone numerous times I was still unable to get my mobile app working. I called the regular number twice provided my info and was told to call back during regular business hours as there was no one available to assist me. My debit card had different number so I called that one. Finally after more than 30 mins of sitting in the car trying to find a way to pay for my food I was able to get in contact with someone at Truist. They informed me that there was nothing wrong with my card but that I had blocked the merchant. I did not do so nor did I know it was possible to block a particular merchant. They told me to fix it via the mobile app, I explained I was unable to access it as it was once again broken. No supervisor available, the department that can help me is not open until the following day. Me, my daughter and my boyfriend are starving. Since my card is fine and its just the merchant I tried to purchase food elsewhere, my card has been denied again. I am starving and completely humiliated and not for the first, second or even third time. I have plenty of money in my account and yet my 8 year old daughter has not had dinner as I have tried for 2 hours now to buy food. I have no way to access my money and the bank is unable to fix the issue. I am now running out of gas as well with no way to fill up my gas tank. How will I take my daughter to gymnastics in the morning. This is causing mental distress to both me and my family besides the fact that we cannot eat.Customer Answer
Date: 04/24/2023
I have added an attachment as an example of one of the common issues I have with the application. The bank does not owe me any sort of refund. My desire is for this to have an effect on their ratings and for them to change their policies. They need to make changes to their app and/or make sure certain parties are available at all times. It is not right for a customer to have zero access to their bank account because something has gone wrong with the online banking and there is no one available to assist them. This is not the first time something of this nature has happened to me and I will be changing banks in the near future. I have had this account for at least 17 years and never had issues until they were bought out by Truist.Business Response
Date: 04/25/2023
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:04/24/2023
Type:Billing IssuesStatus: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 business relationship with Suntrust bank who originated my loan on my 2018 GMC truck. Sometime around March or April 2022, I began having problems, paying my TRUCk Note through the automated system. My account number was rejected. I tried calling the bank with no avail. I eventually contacted SunTrust and was told that Truist had purchased their accounts. Upon contacting Truist, I was told that I would be issued a new account number. It took a couple of months and complaints of not being able to get into my account to pay my TRUCk Note that I finally received an account number during this time, I was offered three month deferred payments due to COVID-19 outbreak. Overall, I accepted three separate deferrals. My reasoning for accepting deferment is that I sell medical equipment and was not able to enter most medical facilities during this time and was facing business failure. During the application process through their electronic method, I was notified that I needed to print sign and mail the required information to Truist. Several weeks passed. Fast forward to March of this year 2023. I was turned down for a loan. I reviewed my credit and to my dismay I found that Truist bank slandered my credit with false information concerning late payments without considering the facts of payment history and their inability to communicate properly with their clients. Late payments overlapped approved deferred payments. I wish to have these late insertions removed from my credit and ***************** standing as well as remove fees associated with these default entries. Since the merger occurred in 2022 between SunTrust and Truist bank, I have had nothing but trouble communicating with Truist customer **********************. I have made multiple attempts to contact Truist to discuss this debacle. The only relative response I received was case ID ******** letter response from a department that I have not been able to discuss anything with. That department is credit bureau analyst.Business Response
Date: 04/24/2023
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:04/24/2023
Type:Billing IssuesStatus: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 left the company Jan 2023 so I am now just a customer. I had a fraudulent charge so I filed a dispute and turned in all proof supporting attempting to contact merchant. They denied my claim saying no proof was turned in because my old employer did not turn it in. They then opened my credit line (that I had already requested be closed) and took a draw from my credit line without my authorization which is illegal. They can not legally sign me up for interest rates and/or a loan without my agreement. That is stealing. They always deny African American claims; that was a main reason why I left was their unfair treatment of different races.Business Response
Date: 04/24/2023
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:04/24/2023
Type:Order IssuesStatus: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 signed for a loan to pay for my HVAC system. The loan was for ********. When I was looking at my bill it showed that I made 2 payments of ****** and only ****** total was applied to the total bill for those 2 payments. I called The Service Finance Company to see what was going on. My interest rate on ******** is ****%. I asked them why so little money was going to my bill to the payoff, they said I am getting charged $4.93 A DAY for making minimum payments. At the end it will be $16328 on top of the ********. Isn't this considered a fraudulent business practice under the consumer protection law?Business Response
Date: 04/24/2023
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:04/21/2023
Type:Service or Repair IssuesStatus: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 saving, checking and *************** accounts with citibank. I purchased *************** in citibank using my saving account with citibank in year 2008, 2009 and 2010. In 2015, citibank sold their branches in ******* ** to BB&T. Then BB&T became Truist Bank. All my accounts were transferred into Truist Bank. Until recently I noticed that my *************** account is marked as traditional *** account. I raised this issue to local bankers of Truist, after many office visits and phone calls, the local banker said there is nothing he can do to correct this. The local branches have all the history of my bank accounts and are not helping to correct this problem. I have to reach out for help. Please help. Thanks,Business Response
Date: 04/21/2023
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:03/02/2023
Type:Billing IssuesStatus: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.
To Whom It May Concern:
I recently became upset when I viewed a copy of my latest credit report. My score plummeted 50 points due to a “Late Payment” from Truist bank.
Going back to September, I set up payments to be auto-drafted monthly. For whatever reason, at the beginning of October the draft didn’t take place, and I didn’t become aware of this until the beginning of November. Upon learning of this, I immediately called and worked with a Truist associate to get this taken care of. They understood what had happened and my late fee was credited on 11/8. I left the conversation happy knowing everything was seemingly resolved. I had no idea this would have showed up on my credit report or I would have escalated this at that time.
I work as a Sr. Web Director; I’m very tech savvy and I could have sworn I had set up everything correctly in the Truist banking portal. Clearly, I made a mistake, I’m admitting fault and rest assured it will never happen again, especially now that I have auto-pay set up.
I’m nearing 50, no late payments in my credit history, and take pride in what was, my excellent credit. I did not get hit with pandemic financial concerns, I do not have an elaborate story as to why my payment was late. I made a mistake.
I was excited when our current loan was picked up by Truist. All along, I wanted our home loan to be though Truist as it’s an excellent bank, with great reviews and modern applications for managing my loan. My fiance and I have been planning the last 3 years to build our forever home in a few months and between the increased interest rates and hit to my credit, this could be detrimental to us.
I am seeking forgiveness for this late payment on my credit report and I sincerely hope to get resolution on this so we can both continue to work together moving forward. I thank you in advance for your consideration and look forward to hearing from you.
**** ** **********
*** ******* ***** **
Liberty Hill, TX
************
Account# **********Business Response
Date: 03/02/2023
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.
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