Business Profile

Bank

Truist Bank

Headquarters

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 Complaint

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:05/28/2025
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 opened a brand new account online with ********************** back on 2/3/2025 because of a $400 bonus they were offering. I received a welcome email that same day stating my account had been created, as well as stating the following:"Promo code applied: DC2425TR1400,"This is the $400 bonus for opening the account online as a new customer (which I was). I have met all of the requirements such as direct deposit amounts and the length of having the account open. I have contacted the company my phone numerous times and they tell me that a case has been open for investigation and it is "pending" I have asked them to send it to someone hiring up or to please push the case forward and they have not. I have gone to the local branch and spoke to a manager there who saw all of the evidence I provided and also opened another case stating that I have met the requirements and he had the documentation in hand showing so. It has been almost 4 months and I still DO NOT have my $400 bonus and the bank can provide not information or solution to the problem other then stating that they see an investigation has been requested and it is pending. They state there is nothing else to do. Id like to get my $400 bonus I am intitled to as a new customer.
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 a promotion on an account. Please see attached blank authorization form.
Customer Answer
Date: 05/31/2025

I am rejecting this response because: I have had a case open since March and keep getting the same generic answer. I have not one received. A response, letter, email, phone call etc. My issue gets pushed off when it simply needs to be resolved as it is way past a timely manner. I would like the issue looked at but someone higher up - the money put in my account as promised during sign up and for the issue to come to a close. I have spent way too many useless phone calls on this and have even been to a branch and talked to an actual manager who agreed I was owed the money and opened yet again, another case over a month or two ago. No communication was made to him either

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: 06/06/2025

I am rejecting this response because: I contacted the company by email on 5/29 and again 6/4 and have still got no resolution.. just this generic response as below. This issue has been since 2/2005 and is still continuing after this has been reported. It needs to address and not put off any longer.
Here is the emails I get in response to me questioning the resolution
"Ms. *****,

We are still researching your concerns which have been escalated for additional review.
I apologize a resolution has not been obtained, however once the review has been completed and a decision made, we will contact you.
Sincerely,

***** ******
Client Resolution Specialist
****************************************************************************"
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.
I made a purchase with my debit card on April 18, 2025 and did not overdraft my account, it had a positive balance before and after the purchase. The bank charged my account a $36.00 overdraft fee. I waited a week to see if it would be refunded automatically because the bank had made this same mistake a few months previously but had automatically refunded it due to a positive balance. It was not refunded so I called customer **********************. I was on hold forever so I hung up. A few days later, I called again and after one ***resentative told me that I was qualified for the refund but had to transfer me to another *** to refund it, the second *** told me that I could not get the refund because I had been refunded previously. I told him about the previous time, that the bank automatically refunded it and I had a positive balance both times and it was a bank error both times. He insisted that I didn't qualify. I asked to speak to his supervisor, he said "ok but they'll just say the same thing". I was put on hold and he never came back on the line. I contacted the corporate office by email and was contacted via email by ******* ******,Client Resolution Specialist / Truist, Consumer Regulatory & Executive Services Team, Office ************, ******************************************** who said she was looking into it. I received an emailed survey, which I filled out about the problem. I also emailed her screen shots of my account to show her the positive balances. After several days have passed and a weekend and holiday, I called her and emailed her yesterday, and left messages on both with no responses. I cannot reach anyone for help with this company. They post fake telephone numbers for their corporate offices online so you can't reach anyone with any power to do anything. This is wrong and I should not have to be spending over 3 weeks and a lot of frustration when I have PTSD already to solve a problem that should never have happened and should have been resolved immediately.
Business Response
Date: 05/28/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about overdraft on an account. Please see attached blank authorization form.
Customer Answer
Date: 05/29/2025

I am rejecting this response because:

Please see attached third party form for Truist to release response to BBB. This is in no way a resolution, it is just permission to release their response to BBB. They say they will contact me within 15 days. I've been working on this for 3 weeks already. This is a very simple problem that should not have escalated to this. 15 days is too long. I'm on social security and need that $36 for groceries. I have $3.00 in the bank and I won't get my social security for a week. It's not for the bank to further aggravate me with a long wait time which has already been too long. It should not have been charged to begin with. This is the bank's error.
Business Response
Date: 05/30/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Crystal can be reached at *****************************************
Initial Complaint
Date:05/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About May 13 I did a ****** transaction. The vendor was fraudulent. ****** wouldnt help. I asked the bank and my money was returned to my bank account. However my account was frozen. I was unable to access my funds. The manager of the ************** branch in ******** withdrew my money save for 100$ and put it in another account I have. In the process I was rendered unable to access my online account access through **************************. They will NOT lift the fraud restriction on my multiple accounts and I cannot pay my bills online through the app. They keep demanding that I go to the ************** branch to be authenticated so I can regain access. For SIX DAYS I have been unable to get anyone to help me get into my account. One manager said it was Truists error but no one in the fraud department is willing to fix it. They keep demanding that I get authenticated and they will fix it and they wont. I called Corporate and a woman there who actually spoke English couldnt get anyone to cooperate. So I remain locked out of my account as of now.
Business Response
Date: 05/28/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about servicing an account. Please see attached blank authorization form.
Initial Complaint
Date:05/27/2025
Type:Billing Issues
Status:
ResolvedMore 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.
3/3/25 pay off home equity balance, filed death certificale so my husbands name could be removed from accounts. Received HE Line of Credit notice balance $75.56. Saw Ajia at *********** branch, who said original pay off quote incorrect. Pay the $75.56 and it would be paid off. Husband name still not removed.I called Truist Customer **********************, spoke with *******, who was diligent in reviewing all information.She talked with both branches ********** and Hillview regarding problems. The original payoff quote was wrong. She will call back on Wednesday, 5/28/25, and debit $50 to my account to cover the additional charge on Fixed Rate. I paid the $75.56 on 5/19 and was assured balance 0 and could close.5/27/25 Danlee with Outer Loop branch, called and said balance now $50.66 due to Fixed Rate? What? Evidently the fixed rate is based on the loan balance so how do I owe $50.66 on 0? Manager insists I pay this amount.During 2 visits to these branches I was told no one except tellers there to help me, stood out in center of bank and every customer heard my *********** over 60 years of management/customer ********************** provision, this behavior worst ever. Does this bank want employees who treat their customers so disrespectively? Rude, unfriendly.
Business Response
Date: 05/28/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to a loan. Please see attached blank authorization form.
Customer Answer
Date: 05/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:05/27/2025
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.
I have a loan in my name only with Truist Bank. I made a payment of $365 last night and they pulled $729 dollars out of my husband's checking account without any authorization or permission. They are now refusing to refund the money back to my husband. This is going to cause a huge problem at home. None of my deposits go into his account my name is only on it as an authorized person to transfer money into his account not take money out. this needs to be taken care of immediately. They were incredibly rude.
Business Response
Date: 05/28/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to a loan. Please see attached blank authorization form.
Customer Answer
Date: 05/28/2025

I am rejecting this response because:
The money was taken without consent and my deposit do not go in his account. He is also not on my loan. It needs to be resolved as fast as they took the funds not 15 days later. The money needs back in his account asap. Also, the bank gave me no other options to help with my past due account or options. please advise next steps. I was a client with Crestar and SunTrust for years. Since Truist took over they do not help their clients. We are just a number to them.
Business Response
Date: 05/28/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ******* ****** can be reached at *****************************************
Customer Answer
Date: 05/28/2025

I am rejecting this response because:
In my previous response i rejected the 15 days. It needs to be done asap and refund done. Bills come out of his account and if they return Truist will need to pay and return any fees incurred. The response should not take 15 days, it did not take the that long to take the money from an account my deposits do not go in to and put his money on a loan he is not associated with.
Initial Complaint
Date:05/27/2025
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 April 24, 2025, I made a double payment to my Truist credit card account due to a glitch in the Truist online banking system. Concerned that my original $1,000 payment did not process correctly, I submitted a second payment in the same amount. As a result, $2,000 was withdrawn from my checking account. I promptly contacted Truist to correct the issue. A representative acknowledged the overpayment and assured me that a refund check for $1,000 would be issued and received within 710 business days.That check never arrived. I followed up with Truist on two additional occasions, and both times I was told that the check would be reissued. However, as of May 27, 2025, more than a month later, I have yet to receive any refund. When I spoke with a supervisor today, I was told that there was no way to expedite the process or to send the check via certified maildespite my repeated requests for secure and trackable delivery.This situation constitutes a violation of federal law, specifically Regulation Z, which implements the Truth in Lending Act (TILA). Under 12 CFR 1026.12(d):If a credit balance in excess of $1 exists in a consumer's account, the creditor shall make a good faith effort to refund the amount of the credit balance upon written request of the consumer, within 7 business days from receipt of a requestI have made multiple good-faith efforts to contact Truist and request my refund. The bank has failed to comply with the timeline required by law, and has not provided a reliable method to ensure delivery. It is unacceptable that a financial institution of Truists size cannot issue a basic refund in a timely or traceable manner.
Business Response
Date: 05/28/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about payment to a Credit Card. Please see attached blank authorization form.
Customer Answer
Date: 05/28/2025

I am rejecting this response because: They are saying they will provide a resolution/contact me within 15 days and it has been over a month that they have held my $1000. They needed to return it within 7 days.

Business Response
Date: 05/28/2025
********* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************
Initial Complaint
Date:05/24/2025
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.
Since the first month its been a challenge .Simply cannot login and reset ,reset ,and reset passwords. Concerned it fraudulent and requesting support ,no answer ,no support, revolving voice system .It becomes recurring inflated fees with high interest and unable to make payment (Criminal). I am not paying any inflated interest or fees with no support . Seems a scam how Truist makes its money. Checked multiple reviews and understand why its rated horribly . I need fees and interest off since the beginning and Trusit can review the multiple times this is happening . Unethical and a Scam I don't know the disputing amount since I cannot login but what its worth of stress should be all of it
Business Response
Date: 05/27/2025
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.
Initial Complaint
Date:05/23/2025
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.
May 12, 2025 Investigation Completed 4 of 4 Checking 4263 C-202505190374 DEBIT CARD PURCHASE *********** ****** 3678PEPBOYS STORE # *** 14 $464.85 Claim date May 19, 2025 Status description Weve completed the investigation of your disputed transaction. Review any communications sent to the address on file for your account for more details about your claim, including any formal report of our investigations results. If you have questions, call us at ************.Claim closed May 23, 2025 Claim denied by bank. Bank stated "it did not know what further proof it needed" This is a simple **** "serivices not received" chargeback. Truist is not protecting the consumer as promised to ****
Business Response
Date: 05/27/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about a dispute on an account. Please see attached blank authorization form.
Customer Answer
Date: 05/27/2025

I am rejecting this response because:
I would like provisional credit immediately while truist takes 15 days to investigate. Thanks jb
Business Response
Date: 05/28/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Crystal can be reached at *****************************************
Customer Answer
Date: 05/28/2025

I am rejecting this response because: she doesn't respond to anything. This needs prompt attention as my account has no money over it. Inhave given the bank the extra information they have asked for to immediately credir my account and process a *********************** not received merchant dispute.

Business Response
Date: 05/30/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Crystal can be reached at *****************************************
Initial Complaint
Date:05/23/2025
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.
Your stupid bank has stolen my first deposit. It was $1300. My bank account was closed for no reason, and you did not notify me. You CLAIMED that my account was inactive but literally two months ago it had thousands of dollars in it. The fact that you guys think it is appropriate to close people's accounts after ONE month of inactivity is ridiculous. Then I go to your HORRIBLE Plano location with the very unhelpful Ramses and ***** did NOTHING. This is theft and I am reporting you to the attorney general. I was told by my work that you have ACCEPTED the money and now I cannot be paid. The fact that you idiots have stolen from me needs to be rectified immediately! I want that check returned NOW. How dare you? This is absolutely the worst bank in the world and I am going to make sure everyone knows it. I will submit A MILLION of these complaints until this rectified. Play with me if you want to.
Business Response
Date: 05/27/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about closing an account. Please see attached blank authorization form.
Initial Complaint
Date:05/23/2025
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.
On April 18, 2025, opened in person a new small business checking account during which time I provided the Branch Manager, *** *******, with the promotional offer for $400 bonus if deposits totalling $2000 or more were completed within 30 days. I made deposits totalling this amount on April 23, 2025, and called the truist offers to confirm my account was enrolled in the promotional offer. It was confirmed that the branch manager failed to apply the code but was going to be research. On May 9, 2025, I received an email confirming enrollment in the offer. Because terms stated the bonus will be paid in 4 weeks following the $2000 and having not received the bonus, I am filling this complaint to compel payment of the bonus.
Business Response
Date: 05/27/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about a promotion on an account. Please see attached blank authorization form.

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