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

  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

• 

  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:05/31/2025

  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.

  My Money Market, checking account and credit card with Truist bank have all been compromised. Also fraud has taken $900 in gift cards taken from my rewards account. The account has now been hacked 6 appalling times and I have filed multiple claims. Anytime I have contacted them to report the issues, they never call back or do anything to help or investigate to stop the fraud. I have frozen my accounts and added alerts plus 2 factor authentication and deposits and withdrawals still pass through. I have closed and reopened another account with other passwords and the account was still hacked. Truist has done nothing to compensate or any sort of customer ********************** or initiate an investigation. This morning 3 transactions from the same vendor for $2500 each hit my checking account- overdrawing my account. No alerts, no fraud **** alerting me, and now I am without money all weekend. When I called to report this 6th compromise, they said I had to wait til Monday until transactions clear, but the fraudsters keep putting small deposits of .25 so the account cant be closed. Ive spent hours and hours trying to resolve this and not getting any resolution.

  Business Response

  Date: 06/02/2025

  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  Fraud on their DDA, Credit Card. Please see attached blank authorization form.

• Initial Complaint

  Date:05/30/2025

  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.

  Questions are about Auto Loan: 9194449183-1001 fraudulently done by *****, LLC Date (2025)Issue 26-Mar Why did the **** at the Truist Branch and Auto loan line check my details separately and not see that a loan was being processed?26-Mar Why was the loan issued without customer verification and after the auto loan line had noted a fraud alert? Do fraud alerts not trigger a process for review?28-MarWhy did the *** on the Truist Fraud team decide to create an ** Theft investigation even though that was not the kind of fraud in this case? 15-AprWhy was the ** theft fraud investigation hastily concluded without receiving the requested physical copies of the requested documents? The decision was dated April 15 while the documents were sent by certified mail on April 23, 2025.15-AprWhy did the investigation end without further consideration to the merits of the case - that the dealer attempted to pack the loan, then inflated the loan, and claimed far more on the loan than the equity in the collateral? ***** fraudulently processed the loan without my approval after I discovered and confronted them about the charges that they added, at the point of signatures, that were not discussed with me.13-MayWhy did the Client advocacy investigation just ***eat the ** Fraud investigation conclusion without examining the details of the case?19-May The first payment on the loan would not have been late until after May 18, 2025, so why did Truist send two separate letters on the next day, a "loan payment past due" letter from the ************** and a "Notice of our plan to sell property at Private Sale" from Bank Asset Disposition, for a loan I did not approve and a car I never owned?19-MayWhy did Truist send requests for payment on the loan they issued while also working with the dealer, who owned the car and never transferred ownership, to ***ossess and move the car to a private sale? Why did Truist instead not investigate why the dealer had both the money and the car?

  Business Response

  Date: 06/02/2025

  We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about fraud on their Loan.

  Please see attached blank authorization form.

  Customer Answer

  Date: 06/03/2025

   
  I am rejecting this response because:
  
  

  Thank you for your kind help with this case. I have reviewed the messages and attached the completed TPA form. 

  Business Response

  Date: 06/03/2025

  ***** ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. They previously responded. ***** can be reached at ****************************************

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because:

  I have been sorely disappointed by the many inconsistencies and failures by Truist. I had hoped for a resolution that was fair and right, and still do hold out hope that Truist will do what is right in this case. 
  Firstly, Truist representatives have repeatedly told me that the only type of fraud that they investigate is ID Theft. There are 26 documented types of auto loan fraud, at least three of which are applicable in this case, and which do not match ID Theft. If ********************** only investigates ID Theft, that would explain why they created an ID Theft investigation for what was not one. Would Truist be willing to actually investigate the fraud that was committed here?
  Secondly, even though Truist say they do not get involved, they accepted the dealer's submission of a fraudulent loan application without questioning, even after I contacted them through the branch and the auto loan line that a fraudulent loan application had been submitted to them at least two days before the loan was approved. It seems Truist accepts everything the dealer says without questioning. Truist worked with the dealer to initiate repossession without questioning why the dealer had the car. The reason the dealer had the car was because I never approved the loan that they submitted and so could not take the car.
  Thirdly, Truist continues to demand payment on the loan they created and report negative action to the *************** on a car that I never owned, and which was never transferred to me. Is it fair to demand payment on a car that I neither own nor possess? What exactly will I be paying for or on? This is so unfair and is neither the spirit nor the letter of fair lending regulation.
  

  
  

  Business Response

  Date: 06/06/2025

  ***** ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. They previously responded via letter ***** can be reached at ***************************************

• Initial Complaint

  Date:05/30/2025

  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.

  2-8-23 - Service Finance Company paid South ******************* $21,000. on a contract for Solar Panels.The total was for $17.500.The contract has a $1,000 Military Discount & $2,500 CPS Rebate they received.They were overpaid paid $3,500.I called them right away back on January 2023 & they have been stating they will refund the $3,500 & they will pay it to the Finance Company. They have not. I have attached Emails where they stated they made the ************ will show on mt statement.on 8/8/24 ***** ******* Owner of South Teaxas Solar Sysytems agreed to issue a Cashier Check within 90 Days, he didn't do it.He also stated he didn't received the $21,000 from Service Finance, he only received $14,000.This $3,500 needs to be adjusted - He needs to returned it.

  Business Response

  Date: 05/30/2025

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

  Customer Answer

  Date: 05/30/2025

   
  I am rejecting this response because: I have 5 Calendar Days to respond to BBB before they close the case, but it Bussiness will respond no later than 15 Calendar Days.

   

  This message is in regard to your complaint submitted on 5/30/2025 against Truist Bank.  Your complaint was assigned ID ********. 
  
  BBB has received a formal response from Truist Bank. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
  Please review their response to your complaint and advise us of your position in the matter within (5) five calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as "answered".
  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
  Sincerely,
  
  Estefani Rupertty
  Operations Support Specialist
  ***********************************************************************************
  
  MESSAGE FROM BUSINESS:
  
  We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing a loan. Please see attached blank authorization form.
  

  
  

  Business Response

  Date: 06/02/2025

  ******** ******** is in receipt of the rejection and will provide a response no later than 15 calendar days. ******** can be reached at ********************************************

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because: Is the same message I got before.

   

   

  This message originally read on 5/30/2025
   
  I am rejecting this response because: I have 5 Calendar Days to respond to BBB before they close the case, but it Bussiness will respond no later than 15 Calendar Days.
  
  This message is in regard to your complaint submitted on 5/30/2025 against Truist Bank.  Your complaint was assigned ID ********. 
  
  BBB has received a formal response from Truist Bank. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.
  Please review their response to your complaint and advise us of your position in the matter within (5) five calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as "answered".
  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
  Sincerely,
  
  Estefani Rupertty
  Operations Support Specialist
  ***********************************************************************************
  
  MESSAGE FROM BUSINESS:
  
  We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing a loan. Please see attached blank authorization form.
  

• Initial Complaint

  Date:05/30/2025

  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.

  Service Finance sent me a letter 10.9.24. It said they would not commence billing until the complaint with the roofing contractor was resolved. I notified them that we were going to BBB Mediation with the contractor. The matter was not resolved through mediation. In February I received an email saying they would start billing in March. In March, the contractor and I resolved the matter. I provided the proof to them by reply email. In April I received a letter saying I had to pay $784.62 by 5.17.25 as I was in default for not making payments per the contract. If I didn't pay by the date, they will call in the entire loan. I have talked to ********* about this, but she has not returned a call within the last two weeks. They have listened to their calls with me, and they have already agreed that they previously said I would not be billed until the matter with the contractor is resolved. I was in constant contact with them providing proof that I had gone to BBB Mediation, and that the contractor's attorney requested I sign a release which took him months to get to me, and then my attorney reviewed and revised it, and Service Fulfillment was aware of this the whole time.

  Business Response

  Date: 05/30/2025

  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 Servicing on their Loan.  Please see attached blank authorization form.

• Initial Complaint

  Date:05/29/2025

  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.

  There is a ach debit of $25 on my account that doesn't belong to me

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/29/2025

  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.

  Overdraft fees. Account went negative at *** and fee was charged at 4am. Text notification that guaranteed overdraft notification occurred at ***. They keep charging these fees in the middle of the night without any restitution or time to resolve.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the *** yesterday and I was trying to with draw $160 dollars. The *** kept my money and didn't receive my money. The lady at the Branch stated that people been having problems with the *** keeping everybody money. I called the ***** number because the branch said they aren't responsible for the ***. They could have put an Out of order sign. I was unable to pay my light bill on time. My lights are cut off. I need my refund back and no one is trying to help me. I have called the office.

  Business Response

  Date: 05/30/2025

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

• Initial Complaint

  Date:05/28/2025

  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.

  On May 2nd, I made a payment with my checking account for my rent payment of $2331.42. Which the money came out of my checking account and I have a confirmation code (******). On May 8th, I received through mail a letter from my rent company stating that the bank would not release the funds to them and I had a past due balance of $2456.42. I went through my statement Truist had taken the money out of my account however the money had not been returned back into my account. I called ********************** on May 10th which is when I opened the letter and Truist stated that it could be ***** business days until the money will be returned back into my account. I visited the ******* Truist branch on Thursday May 21st, asking questions regarding when the money would be returned and the banker there told me that it could be the full 14 days which would be technically the 27th of May. May 28th I called Truist headquarters and the representative told me that if I did not receive my money by Friday May 30th, that I needed to file a complaint with the bank to get my money returned. However this has been the biggest inconvenience. The money should have been returned immediately if it was not released to my rent company. The representative offered me a "$25 dollar credit" for the trouble.

  Business Response

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/28/2025

  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 a Truist/BB&T customer for over 20 years. 13 years ago they issued me my first two credit cards and they have been paid on time except for once 9 years ago. I usually carry a balance of $10,000 between the two cards, but pay at least the minimum balance every month. I recently paid off both of the cards in full and was notified by credit karma a few weeks later that my credit limit on both cards was reduced to $1,000 each. I received no notice from Truist via mail, phone, or email. When I called to inquire they provided very general statements and could not provide any reason or explanation for the reduction. I inquired about requesting that my limit be raised to the previous levels but was told the request would just be denied. Ive endured their ridiculous fees over the years, but I have always felt like a valued customer. Now it seems they do not value my business at all and I need to move to a bank that actually values their clients loyalty. I will be closing all of my other accounts with **********************. I will not be recommending them to anyone in the future. If Truist wishes to try and resolve this situation they must make things right by restoring my credit limits to their previous levels or higher.

  Business Response

  Date: 05/29/2025

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

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because: Truist wants me to sign a release that releases them from any liability before they will address the complaint. Just another reason to leave them as a company. Complete lack of accountability.
  

  Business Response

  Date: 05/29/2025

  ******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. The client was previously responded to via an acknowledgement email that Crystal can be reached at ******************************************* in regards to their issue while their case is being reviewed and researched.

• Initial Complaint

  Date:05/28/2025

  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 or about April 09, 2025 a check was issue to my company in the amout of $29,820.87 from KB Investment owner **** Keelson, a British Citizen from Travelers out of ******, Tx which to believe to be a fraudulent check which I was told to help a client, with there finaning downpayment on a home I was told to deposit in the *** which I did on April 09, 2025 I informed the client I need to wait at least 3 to 5 days to see if the check clears a return deposit to protect me and Truist Bank from lost of funds I had my personal banker at Truist bank sent texts messages how the convesation lead up to me been scammed by this individual i was the victim here not the scammer but treated as such by **************************** bank did not honor or recognize me as a long term value customer 8 years running in ***********, ******* location Crytial, and bank manager ***** know me personally when I do walk in anytime i need help with my banking needs. I understand bank policy but when opening am account banker just say sign here.Truist Bank did not recognize me trying to protect our interests instead they closed all 4 of my personal and business accounts refunded 3 of my accounts balance and retained my personal account funds and refused to released my money either one of us lost money, we are a stugguing small black owned on business trying our best to sustain our way in the business world. I would like Truist Bank to release our funds and end this and we go our separate ways Thank you in advance for looking into this matter:warm regards ***** *****

  Business Response

  Date: 05/29/2025

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