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

4,010 total complaints in the last 3 years.
1,230 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:05/13/2025
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.
Hello, Im writing to let someone know that Truist Bank is holding a check of mine. For 2 months now, I been ignored on this situation. The check is a large sum. I understand they have to investigate. But my thing is it shouldn't have taken this long.Each time I have called them they say that the Analysis is holding the case and reviewing . I just want an answer and my check . At first I tried to get the check cashed at ********** and they closed my account and gave me a cashier check . Out of the balance that was left in the account. After ********** closed the account.Then I took it to Truist. That's when Truist held my cashier check . The Truist Bank was paid the money from ***********They said they paid Truist on the 8th.Thanks in Advance this situation has been really stressful to me.
Business Response
Date: 05/14/2025
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 Account access on their DDA. Please see attached blank authorization form.
Customer Answer
Date: 05/21/2025

I am rejecting this response because:

I'm writing to you concerning my situation with Truist. It' s been and on going problem with the fraud and analysis department. Responding to me about my check being returned to me . In March of 2025. The ********** gave me a cashier check . The Truist bank cashed it on the date of 3/18/25. ********** gave Truist the money and now they are holding my check for several months. I am just writing to get a response and to receive my funds Asap. Thanks in Advance! My email address: *********************** or mobile : ************
Business Response
Date: 05/22/2025
******* ****** 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:05/13/2025
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.
I am writing to formally dispute the reporting of an account by your ********************** and I request that this account be thoroughly investigated and removed from my credit profile, as it fails to reflect the full context of the situation and may violate federal consumer protection laws. This account originated during a time when I was experiencing serious health issues that deeply impacted my finances. Under the Fair Credit Reporting Act, Section 623, information reported must be complete and accurate. I invoke my rights under Section 609(a)(1), which entitles me to full documentation verifying the account. This includes the contract, payment records, delinquency notices, repossession documents, and any sale or auction records. If this cannot be provided, the item must be deleted. Per the **** ******* opinion letter and FTC Act 15 U.S.C. 45(a), once a dispute is submitted, proper documentation must verify the data or it must be removed. Your failure to validate this account also violates Section 809(b) of the ****** **** (15 U.S.C. 1681s-2, 1681i), the **** (15 U.S.C. 1666b), FDCPA (15 U.S.C. 1692j), Debt ******* Repair Act, Privacy Act of 1974, and Securities Exchange Act of 1934. These laws protect consumers rights to accurate and fair reporting.
Business Response
Date: 05/14/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about their credit report. Please see attached blank authorization form.
Customer Answer
Date: 05/21/2025

I am rejecting this response because:

I am writing to express my concern and disappointment regarding the premature closure of BBB Complaint ID #********, which I filed against Truist Bank.

According to your message dated May 14, 2025, BBB received a response stating that Better Business Bureau has determined that the business made a good faith effort to answer the complaint and has now closed it However, as of today, I have not received any direct communication, resolution, or follow-up from the company. Despite this lack of response or action from the business, my complaint was marked as "answered" and closed.

I find it unacceptable that a complaint could be closed based on a generic acknowledgment or placeholder message from the business, rather than an actual resolution or meaningful engagement. This does not align with the BBB's stated commitment to helping consumers achieve fair and honest treatment.

I respectfully request that this complaint be reopened immediately and remain active until Truist Bank follows through with substantive action and communication regarding my concerns.

Please confirm that the complaint will be reopened, and let me know how I should proceed if the company continues to delay or avoid addressing the issue.

Business Response
Date: 05/22/2025
******* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Crystal can be reached *******************************************
Initial Complaint
Date:05/13/2025
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 bought the car In March 2022 since then Iv been the one making the mechanical repairs my ex husband is on the loan he is not making payments I was not allowed to return the car without my ex husbands signature when the car had a lot of mechanical problems Iv been the one making all the payments Regional Acceptance corporation didnt call him or look him up to get money out of him Im on SSI Im disabled the company have sucked money out of me and the company has been rude to me and over charged me I have proof of the what the payments should be every month and the company has been charging me more since the car had a deer accident and the company was supposed to get a check for ******* the company Regional Acceptance corporation wants me to still pay 328 to pay off ******* this math is not correct the company should take the *************************************************************************************************** but continue to charge me 328 a month I will not pay till I find out what I owe The other thing is I have requested lots off times the company contacts my ex husband to make payments its his turn hes on the loan hes responsible for it the company has made me do this this is not my job my ex husband is a drug addict its not safe for me to contact him Im asking the company to do their job
Business Response
Date: 05/14/2025
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:05/13/2025
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.
My father died leaving me as beneficiary to a CD *** at Truist Bank in ****************. I am also my fathers personal representative as indicated in his will. I called the bank regarding my dads death leaving messages. I went into the bank while in ******* for funeral (I live in ******** and have had extensive foot surgery and I care for my husband who has had 3 brain surgeries). I waited in line to talk to someone at Truist but since Dad had been dead for 1 week I did not have a certified death certificate. I did have a doctor statement as to the death of my father. I was told no one would talk to me without a death certificate ( I am known to this bank; I have been there with my dad and discussed the ***). I explained I would be going back home to resume physical therapy and caretaking duties in 1 week and would not have a death certificate within that time. I returned home and waited almost 6 weeks to obtain the death certificates. I had one hand delivered to the bank by the mortuary and then e-mailed 2 different people at the bank and called leaving messages (you almost never get a live person on the phone.)No one returned my calls or e-mailed me until I called the main headquarters number. A lady at this number magically talked directly to ***** B who texted me telling me I would need to make an appointment and come in person to just discuss the ***. I texted once again that I lived in ******** and would not be paying for another trip to ******* to discuss the *** and missing more physical therapy. ***** then finally called me and insisted that I would need to come into Truist bank to just discuss the *** and sign needed forms. I told ***** I could do all that over the phone, or on face time using e-mail or faxes or regular mail. He was extremely flustered stating he did not know what to do and that he would need to talk his supervisor, ***** ******* who I have been calling and emailing along with ***** and getting no responses. No further contact since.
Business Response
Date: 05/14/2025
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 relatives account. Please see attached blank authorization form.
Initial Complaint
Date:05/12/2025
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.
Truist Bank has an inaccurate account reporting on my credit report. An account stemming from ********************************************************* loss write-off which entails that under FCRA law Accuracy of Information ( 611 and 623): The **** mandates that credit reporting agencies (****) and the entities that furnish information to them (including collection agencies) must ensure the information they report is accurate.
Business Response
Date: 05/13/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about credit reporting on an account. Please see attached blank authorization form.
Initial Complaint
Date:05/12/2025
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 an account online with a promotion code to receive a $400 bonus with a direct deposit of $1000. I met the requirements and truist hasnt deposited the $400 bonus in my account . I received an email stating I didnt meet the requirements. Before I opened the account online I called and spoke with customer ********************** to get all the details. After opening the account I had to go to the branch and give photo identification. I spoke with a representative in the bank about the promotion requirements. Neither representative in person or by phone advised me I needed to have at least 1 cent in my account to receive the bonus. The email received after opening my account went to my junk folder. So I wasnt aware. I filed an appeal with truist and was unable to get a resolution. They should have been more transparent the information should have been on the application when opening the account. I want ********************** to deposit the $400 bonus to my account.
Business Response
Date: 05/13/2025
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 their account. Please see attached blank authorization form.
Customer Answer
Date: 05/15/2025

I am rejecting this response because:
This situation has not been resolved. I opened my account in March and the information wasn't transparent and clearly visible to me the consumer. After setting up my account my pay was returned to my employer. I didn't know what happened. It was extremely time consuming to call payroll and truist customer ********************** to asj what happened. I had to drive to the branch and provide photo identification. I spoke with customer ********************** to clarify the requirements. I wasn't verbally informed about having one cent in account.
Business Response
Date: 05/15/2025
******** ***** 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 Clariann can be reached at ***************************************** in regards to their issue while their case is being reviewed and researched.
Customer Answer
Date: 05/15/2025

I am rejecting this response because:
I have received an email from clarianne. I have responded to her email. I received conflicting information. When I called customer ********************** in April I was informed I was sent an email for the terms. I never received any emails from truist. So I checked my junk folder and inbox. No terms and conditions was sent.
Business Response
Date: 05/16/2025
******** ***** is in receipt of the rejection and will provide a response no later than 15 calendar days. Clariann can be reached at *****************************************
Customer Answer
Date: 06/10/2025

I am rejecting this response because:

A resolution with trust still isn't resolved. I've attached photos of the promotion requirements in March when I opened my account. Also, the promotion requirements Showing today. When I opened my account in March the information about having one cent in the account isnt there.
Business Response
Date: 06/10/2025
******** ***** is in receipt of the rejection and will provide a response no later than 15 calendar days. The response will be sent via letter. Clariann can be reached at *****************************************
Customer Answer
Date: 06/10/2025

I am rejecting this response because: I've already spoken with Clariann last month She wasnt listening to me. I sent her an email with the qualifying requirements from the truist website in May. Clariann didn't respond to my email. I've been trying to resolve this since April. Im still waiting for truist bank to deposit the $400.00 promotion bonus into my account.

Business Response
Date: 06/11/2025
******** ***** is in receipt of the rejection and will provide a response no later than 15 calendar days. Clariann can be reached at ***************************************** in regards to the issue while the case is being reviewed and researched.
Initial Complaint
Date:05/12/2025
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 05/07/2025 I received a wire transfer from my parents of ****** Truist closed my account and said I would not be able to access my funds for 7 days . After reading the reviews lots of people are saying there funds are being stolen from Truist . I need my money back
Business Response
Date: 05/13/2025
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 Account Closing on their DDA. Please see attached blank authorization form.
Initial Complaint
Date:05/12/2025
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.
Truist has not been able to properly handle my dispute. I am mainly concerned because everytime I reach out, it seems that they have the wrong understanding of the the reason why I made a claim. I made a claim with ****** and ***** for two separate purchases, respectively. For both of the two purchases, I was told by both companies that I would receive a refund. For some reason, I am not seeing it on Truist's end (the bank app). This is frustrating because I reached out to companies again to check, but they end up both telling me that I would need to reach out to my payment provider for further assistance. I ended up making a corresponding dispute with Truist for these purchases, but for whatever reason, it is getting closed. When I speak with a Truist advisor, they are not listening to my request regarding this request. They keep on saying that the case is closed because the "purchases are valid and authorized". Let me reiterate that that is not what I am arguing. I KNOW that these purchases are valid and authorized. That is not my concern whatsoever. I am concerned because they processed refunds for me in writing, which I have proof of, and that is not being reflected. Truist is not honoring the right reason for this dispute, and it's just frustrating because I made this very clear, but the advisor just never listens. The relevant claim number ************ AMZB MKTPL ****** 03/04/2025 LOWES ****** 04/21/2025
Business Response
Date: 05/12/2025
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 DDA. Please see attached blank authorization form.
Initial Complaint
Date:05/11/2025
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 Feb 21, 2025, I paid $6,500 to Service Finance Company ***** to reduce my loan. I was promised *****% APR and monthly payments around $262.However, my March 2025 statement showed my balance increased to over $12,000 due to a suspicious transaction on 3/18. By May, I was charged $****** in interest, equivalent to 200+ days of interest in about 60 days, which is mathematically impossible.SFCs own paperwork says Per Diem Interest is $1.91. Yet $****** $1.91 = 246 daysfar more than the time since my last major payment. This strongly suggests either a billing error or intentional *************, (****** / 365) ******** = approximately $2.07 per day ****** 2.07 227 days of interest (still higher interest charges)I contacted *** many times. The Complaints Team, including a *** named ****, responded with vague templates and avoided the core issue. No one has explained how my $6,500 was applied or corrected the interest.Despite my dispute being open, *** keeps sending aggressive collection notices and refuses to pause interest or adjust the balance. I believe this is part of a broader pattern harming other consumers, too.I request a full investigation, corrected interest calculations, a clear breakdown of the March 18 transaction, and a stop to all collection efforts during this dispute.I am seeking a billing adjustment to correct the excessive interest charges and ensure my $6,500 payment is properly applied toward the loan balance. I also request that all collection efforts pause during the dispute.
Business Response
Date: 05/12/2025
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.
Customer Answer
Date: 05/20/2025

I am rejecting this response because:

I have attached the form. This issue remains unresolved. I sent a correction on 5/13 stating this complaint was about Service Finance Company, which is affiliated with Truist Bank. Please do not close this complaint as answered.
Business Response
Date: 05/20/2025
******** ******** is in receipt of the rejection and will provide a response no later than 15 calendar days. ******** can be reached at **************************** in regards to the issue while the case is being reviewed and researched.
Customer Answer
Date: 05/20/2025

I am rejecting this response because:

I have attached the form. This issue remains unresolved. I sent a correction on 5/13 stating this complaint was about Service Finance Company, which is affiliated with Truist Bank. Please do not close this complaint as answered.
Business Response
Date: 05/20/2025
******** Thompson is in receipt of the rejection and will provide a response no later than 15 calendar days. ******** can be reached at ********************************************
Initial Complaint
Date:05/09/2025
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.
To Whom it may concern,I am writing to express my deep concern regarding several unauthorized account with ********************** ** Account number: ******* Account balance: $17,015.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports.I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case.I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation.Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.
Business Response
Date: 05/13/2025
We are in receipt of this complaint and will contact the client/non client no later than 15 calendar days to address the concerns about an account on their credit report. Please see attached blank authorization form.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Truist Bank is BBB Accredited.