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

4,002 total complaints in the last 3 years.
1,225 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:05/06/2025
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.
[[BBB transcription via walk-in, see attachment for complete complaint details]]Victors Home Solution said they could get me ****************************************** into Service Finance + was charged way too much money. I gave ********* down and was told I would get 12 mos no interest. Service Finance released the balance of the money to *************************** even though I said it was not to my satisfaction. the roof Job was awful. ***** employee at Service Finance told me they have allegiance to the company and not me.
Business Response
Date: 05/07/2025
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 servicing a loan. Please see attached blank authorization form.
Initial Complaint
Date:05/06/2025
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.
Notified Truist bank that a transaction was taking place that I did not authorize (pending from cash app). Informed them to not release funds on this transaction. Not only did they release funds supposedly did an investigation and came to conclusion that it was not improper fraud.
Business Response
Date: 05/07/2025
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 an account. Please see attached blank authorization form.
Initial Complaint
Date:05/06/2025
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.
I am reaching out in reference to my dispute. I filed a dispute for $315.00 from ******* due to negligence of my pet during his stay. During his stay he received a wound under their supervision. The staff gave him a bath and didn't dry him properly and in return my dog sitter brought him home with a wound. Nobody from the facility communicated to me. I reached out to the manager and she was rude and combative. I reached out to Truist and they brushed off my complaint with no legitimate reason.
Business Response
Date: 05/06/2025
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. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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 opened a business account with ********************** 5/31/24 and didnt start using my account until sometime in September and every transaction they were blocking and had to have verified then my account was closed with my funds still in the account of ******* and I have been attempting to get my money since then and they keep telling me they have to hold for claims on potential fraud claims. There was no fraud on the account at all it just is a new business and I need my money and its unfair to keep someones money with no time frame on releasing the money or no real answers to questions about what the fraud was. When asked they dont have any answers at all. I need help please. I have read so many different stories similar in doing research online where they hold people money in the accounts for months and even over a year. I have been going thru this since September of 2024.
Business Response
Date: 05/06/2025
We are in receipt of this complaint and will contact the client no later than ******************************************************* a closed account. Please see attached blank authorization form.
Customer Answer
Date: 05/06/2025

I am rejecting this response because:
I feel like I should not have to keep waiting longer on an issue with them holding my funds since September of last year. It is now May of 2025 I have not had any updates or information since October of 2024. Had I not called them on yesterday they still would not have given me any updates and felt like that was okay to just hold my money and not say a real reason as to why. Even when I asked them how long it would be there is no answer, when I asked them what was the potential fraud they have no answers. If there was some suspicion about fraud you should be able to identify that with no problem, you should be able to show me the proof of fraud. You should be able to give me some real answers and updates and not just hold onto money that is mine. Why should I now have to continue to wait an additional 15 days after Ive already waited for a total of 8 months already with no communication on their part. It is unfair and unjust to do this to people who need their money to be able to survive in an already super expensive America right now. I am a hard worker and have been since I was able to work, I dont get over on anyone I dont scam anyone and I obey the law. I am a mother of 3 with a grandchild living with me that I am currently providing for and I can not afford for people to take something that I have worked for. Something that belongs to me and not to Truist!!!
Business Response
Date: 05/07/2025
******** ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. Eskarlet can be reached at ******************************************
Initial Complaint
Date:05/05/2025
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.
I am not liable for this debt with Light Stream (Truist Bank). I do not have a contract. I do not have a contract with Truist Bank, and they did not provide me with the original contract as requested.
Business Response
Date: 05/06/2025
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 a loan. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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 had a Truist account and received Zelle transactions totalling up 8k thousands, my account was closed out of no where, they said that they would mail me the check, but I have still not received the check at all.I have called multiple times and their response was to wait for it to be mailed out.
Business Response
Date: 05/06/2025
We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about a closed account. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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 May 1, 2025, I attempted to send $1,000 via ***** from my business account (**********) at Truist Bank to purchase a vehicle. The recipient was Rahjani ******. The payment ID was ************. Shortly after, I was told the transaction was blocked because Truist could not authenticate medespite the fact that I am the account owner and used my phone.I visited the branch at **************************************************************** in person with full ID. The banker confirmed the transfer was reversed and should be back in my account. However, the funds never reappeared. No oneincluding the branch manager or corporate customer supportcan locate the money in their system.Customer ********************** then told me I had to file a dispute to receive my own money back, which is completely unacceptable. The manager refused to provide a written explanation or transaction record. *** now filed complaints with the Consumer Financial ***************** (CFPB) and the Office of the Comptroller of the Currency (OCC), and I am in contact with the ********************* about potential discrimination.I am a Black business owner, and I believe I was treated with suspicion and indifference in a way that would not have happened to others. I believe Truist failed to handle this matter with the urgency and transparency it requiredand possibly profiled me based on my appearance.This experience has cost me a vehicle, time, and unnecessary stress. Ive lost confidence in Truists integrity and security handling of my funds.
Business Response
Date: 05/06/2025
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:05/05/2025
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.
We are a small law firm in *********. We use ************* through Truist to process client credit card payments. Last week we had fraudulent activity happen where thousands of stolen credit cards were being mass ran through *************. We contacted the company to see if we could figure out why this was happening and how to stop it. We talked to **** ID# ******. She didn't understand that the credit cards were being processed through their system, not our website. She kept insisting that the problem was on our end, not their program. However, their program is the one processing credit cards, not our website. She then refused to let us speak to the technical support or fraudulent department. She said that those departments don't speak to customers. However, since she wasn't understanding the way their program was working in compliance with our website, we needed to speak to someone with a better understanding. We had an hour long conversation trying to explain to her the issue, with her just repeating the same information which did not apply to our situation. With this being a fraud issue, we need this to be resolved ASAP. The fact that we were not given any help whatsoever and this being a fraud issue, is very concerning. We need them to contact us **** to help resolve this issue.
Business Response
Date: 05/06/2025
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 Merchant Services. Please see attached blank authorization form.
Initial Complaint
Date:05/05/2025
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.
This company accessed a hard credit pull on my credit report without my permission. I was told by a representative at ************** that it would be a soft pull to see if I qualify and a hard pull if I decided to go through with the refinance, but I chose not to do it. I received a letter a copy of weeks later where a hard pull had been done. I saw later that this company has done this type thing before. I want that hard pull off of my credit report. I did not agree to do this refinance and I do not know why this was done without my permission.
Business Response
Date: 05/05/2025
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 their credit report. Please see attached blank authorization form.
Initial Complaint
Date:05/03/2025
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 4/7/25, I initiated a wire transfer from my bank ****************** to a Truist account that ended up being fraudulent. The funds were to buy a tractor that was supposed to be delivered to me. On 4-11-25, Truist flagged the wire & contacted my bank. Truist said they would hold the money for 7 business days, waiting on a response from me. That same day, my bank responded for them to return the money. That same day, I signed the paperwork for a wire reversal.On 4-14-25, Truist communicated to my bank that they needed that signed paperwork sent to them. That same day, **************** sent all of the proper documentation Truist asked for. My bank didnt get a response or the money back (that Truist was holding, while waiting on that response). Over the next 2 weeks, my bank made 4 attempts (4/11, 4/14, 4/18, 4/24) to reclaim the money or get a response from Truist. I also made 4 attempts (4/18-call, 4/21-call, 4/28-visit, 5/2-visit) to get information from Truist about the status of the wire being returned, to no avail. On 4/29/25, Truist finally responded to my bank that they were in possession of the paperwork, unfortunately no funds remain. Case closed. Why did it take Truist so long to respond, after they flagged it & said they would hold the funds for 7 business days?This is unacceptable to me. This is bad business practice.
Business Response
Date: 05/05/2025
We are in receipt of this complaint and will contact the non client no later than 15 calendar days to address the concerns about a wire transfer to an account. Please see attached blank authorization form.
Customer Answer
Date: 05/05/2025

I am rejecting this response because:
I only received a release authorization form that Im filling out & sending back. This is not a resolution to the complaint. Im not ready for the case to be closed. Im only returning the form at this point.
Business Response
Date: 05/07/2025
********* ****** is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************
Customer Answer
Date: 05/09/2025

I am rejecting this response because:
I havent gotten an acceptable response from Truist. I tried emailing the persons email that was given. However, theyre out of the office until 5/13/25. That is out of the 5 day window to respond on my part. Therefore, I dont want the case closed yet.
Customer Answer
Date: 05/27/2025

I am rejecting this response because:

Im writing to notify you that I still have not gotten a response from Truist bank regarding the complaint I filed. I have sent 2 emails to the Truist contact that was given to me in the last communication from BBB, with no reply.

Thanks, Brandon

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:
This is the 2nd time I have been given the same response, with absolutely no communication from Truist. I have emailed the contact, *********, 3 different times with no reply.
Business Response
Date: 05/30/2025
********* Austin is in receipt of the rejection and will provide a response no later than 15 calendar days. ********* can be reached at *******************************************

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Truist Bank is BBB Accredited.