Complaints

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

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  Truist Bank

  214 N Tryon St Charlotte, NC 28202-1078

  
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  Truist Bank

  1401 S Salisbury Blvd Salisbury, MD 21801-7126

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  Truist Bank

  1901 Harper Rd Beckley, WV 25801-2611

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  Truist Bank

  8074 Mechanicsville Tnpk Mechanicsville, VA 23111

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  Truist Bank

  4695 Highway 90 Marianna, FL 32446-3505

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2023

  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.

  June 2022 I called Truist Bank to tell them that I had problems with working due to COVID and I may be behind on my car note and was wondering if I could get an extension on my car payments to allow me to start back paying regularly. I told them I could pay some but not all and I did not want to get behind on payments. This was the beginning of June and the lady rep told me that if I could by my full payment of $657 by June 30 she could put me down for deferred agreement that would push my loan agreement back 3 month extra and my next payment would not be due until Oct 10th ONLY if I paid BY the end of the month. I make the full amount like June 25th thinking that I am good and they repossessed my car Oct 7th saying that it was 3 months behind. I explain to the driver about the extension and he told me to call the bank in the morning and they may let me get my car so I gave him the keys and I called the bank and explained to them what was told to me, they send me to a supervisor and he called me back an our later and told me that the rep explained it to me wrong and he apologized that she miscommunicated that part with me. She did not tell me that I had to call back to let them know I paid. So I was confused on how was it my fault that she did not explain and not only that, no one never called me from the bank to notify me that my payments were "behind" He told me in order to get the car back would have to pay $6200 FOR 3 MONTHS!? 657x3=$1970 (+fees) so how did the total come up to $6.2k!? I borrow the money, go to the repo place 2 days and they told me that "my car had been shipped off the day before" and my proceedings were handed to me in a trash bag, they literally just threw my things in there! Not only that, some of my personal items were still in the car INCLUDING TAGS and PAPERWORK with my personal information which gotten into the hands of who! Credit card STOLEN and now I have a repo on my credit for my car that I didnt even have the chance to get back.

  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:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i am not liable for this debt with Truist bank and do not have a contract with Suntrust bank. they did not provide me with the original application like i asked or 7 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: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.

  Truist double billed me the yearly fee in March along with erroneous fees increasing my monthly payment from $68 to $244 also fraudulently attaching automatic payments to my bank without my permission. Truist realized that I was overcharged yearly fees my account was credited but the minimum payment wasnt adjusted to reflect the error. I have never been late on my credit card payments that didnt stop Truist from reporting to the credit bureaus negatively against me. Ive called and called to resolve this issue its been with no avail. Now my minimum payment is over $300. The representatives dont care Im on a fixed income. Truist rejected my last payment. Help fix my minimum payment

  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 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 online checking account with them in late January or February of 2023. I deposited money from my Chase account to it and after the money was received and reflected in my balance. Shortly thereafter, when I logged in to my account, I was told that the account was blocked and I had to call a number. I've called so many numbers and talked to so many people and the same answer I keep getting is: to resolve the issue I have to visit the branch I opened the account with. I didn't open the account at a branch because it's an online account. I also live in *********** and the nearest branch of the bank to me is hundreds of miles away in **********. Further I'm going to start getting charged for the account (that I can't access) because there's not enough money in the account to avoid charges.

  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 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 June 2022 I went to the branch on *************************************************************************** to open a new checking account. I spoke with ************************* African American lady. I provided her with the promo print out which is attached for review along with any notes of communication with the branch manager on it. The promo states if you open a new account (Truist Bright, Fundamental, Dimension and you have at least 2 qualifying deposits totaling 500 or more within 90 days you are able to receive $300.00. During my visit to the branch to set up an account I never received any copies of my account information. I was giving a few checks. Nothing more. So there I was unable to validate what the young lady did. I do know that she took my printout to the Manager on Duty that day assuming it was well and he told her it was fine and that as long as I meet the qualification I would get promo. On 1.31.23 I reached out to the branch because I have surpassed the requirements stated above. And spoke with **** the branch manager and he informed me that he would look into it and call me back. Never got a callback, so on 2.28.23 a little less than a month later I called him to follow up and he told me that he was reached out to area leadership to see what can be done and was awaiting a response. And he would call me back. Again (********************* manager) never returned a call to me. So today on 4.24.23 when I called him, he still could not give me an answer. Stating he doesn't think anything can be done. So I am filing this complaint. As this is not a professional way to conduct business. I have met of the qualifications for the promo that should have been done when the account was open. So I need to know how this is going to be corrected.

  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: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 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 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 ** 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 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.

  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 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.

  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 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.

  4/21/2023 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.