ComplaintsforTruist Bank

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Truist Bank refuses to settle my wife's death claim pension benefit payment to **** am the legal primary beneficiary.Truist Bank has paperwork/documents from SunTrust Bank stating I am married to *************************** and I am the sole beneficiary for her pension upon her death - April 9, 2024.

  Business response

  08/26/2024

  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 payment owed to them. Please see attached blank authorization form.

  Customer response

  08/26/2024

   
  I am rejecting this response because:
  
  

  On Saturday, Aug 24, 2024, I mailed you additional correspondence and documents from my home file.

  These papers sent via US mail to be delivered on Tuesday, Aug 27, 2024.

  Truist Bank has all this information, yet they continue to state NO beneficiary in their file at the date of death.

  Retirement paperwork clearly shows the beneficiary information was dated April 2011 and Jan 2014.

  I appreciate your kind assistance in resolving this issue. 

  IT IS AN INJUSTICE ON HOW THEY ARE HANDLING THIS MATTER WITH ME.

  Business response

  08/26/2024

  ***************************** is in receipt of the rejection and will provide a response no later than 15 calendar days. ******* can be reached at ****************************************** in regards to their issue while their case is being reviewed and researched.

  Customer response

  08/26/2024

   
  I am rejecting this response because: 

  ***************************** and I have spoken on this matter on Aug. 14, 2024. When will I have a resolution - give me a date!

  At this time she said I would hear from her after her investigation. Still waiting. No communication from her.

  Truist Bank has 2 documents from SunTrust Bank [April 2011 & Jan 2014] naming me as *******'s sole beneficiary and her husband.

  Truist Bank has delayed this matter for 4 months.

  
  

  Business response

  09/03/2024

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started an account with ********************** earlier this year, and overall I havent had many issues, however, there are two issues that Ive been trying to get rectified and I keep coming up with nothing. The first thing is that when I set up the account part of the promotional offer that I will receive a $300 incentive if I deposited a certain amount within my account over a certain amount of time, which Ive done. I reached out to customer **********************, they had me send over proof that the promo code was attached to my request to set up the account, which it was and I provided an information, and it has been over a month since Ive heard from anyone. Trust states that you will receive that incentive deposited into your account within 6 to 8 weeks, and I said this account up back in Feb. , at this point I would just like to receive my incentive because to me that is false advertising. My second issue was that I had company whose services I canceled still charge me for their services in May. I immediately filed a claim with Truist, which they denied without requesting any further details or information. The same company, then charged me again in June, and I immediately filed another claim, and reached out to customer ********************** regarding the denial I received in May. The representative asked me for proof of my request for canceling services, which I provided to her via email at the address that she provided. I was then provided a provisional credit for May, and then they came back & withdrew that provisional credit a couple of months later. The company ended up reimbursing me from June, but I still never got the money back for May.

  Business response

  08/22/2024

  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 DDA. Please see attached blank authorization form.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see email file too big

  Business response

  08/12/2024

  We are in receipt of this complaint and will contact the non client via letter no later than 15 calendar days to address the concerns about Servicing on their Credit Card. Please see attached blank authorization form.

  Customer response

  08/15/2024

   
  I am rejecting this response because:

  OF cOURSE TRUIST CLAIM THATTHEY ARE INVESTIGATING NOW ATER AN ABUNDANCE OF PHONE CALLS AND EMAILS YET AS BEFORE THEY OFFERED NOTHING AND FAILED TO EXPALIN NWHY MAIL IS REURNED WHEN ADDRESSED TO THEIR SO CALLED FRAUD DEPARTMENT DOES NOT EXIST. THIS IS THE ADDRESS YOU HAVE TO DIG INTO THEIR DELBERATELY CONFUSING WEB SITE TO FIND

  
  

  Business response

  08/15/2024

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

  Customer response

  08/15/2024

   
  I am rejecting this response because: i thank ms. ****** for her reply but until i see some positive action to refund these unwarranted charges i must decline to accept her message as satisfactory
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March 2022 me and my son obtained auto financing through Regional and made monthly payments in excess of ****** (close to 500/per month). In May 2023 the car was hit and deemed a total loss. At the time of purchase *** protection was obtained. Regional received a payment of ********* by the insurance company of the other driver. Regional advised, through multiple communications that they would initiate the *** claim. During the months of June - November 2023 supporting documents were sent by me to Regional to initiate and complete the *** claim. I continued to receive communication from Regional stating that I owed the $6733.59 balance left on the loan. No *** claim had been initiated by Regional. I received notification that Regional was sending the account to collections (2024). After my own investigation I discovered that *** had not been paid or a claim initiated. On July 6, 2024 I sent copies of all correspondence sent by me to Regional in 2023 to pursue the *** claim. On July 19, 2024 I called Regional (the ******************** to learn Regional did receive payment in the amount of $5652.69 on June 10, 2024. Regional continues to state that I owe them money. Why and how do I owe when Regional had all the documents that I sent and Regional sent whatever was needed to *** to receive payment. I sent nothing additional from 2023-2024. Regional had the verification of all information. My credit along with my son's credit has been negatively impacted by this situation. I am seeking final resolution of the bill. I should owe nothing. Regional has charged me interest with a statement saying I owe over $2000.00. I was never contacted by Regional to inform me that they received the *** payment, nor any correspondence detailing why they say I owe them money. This is not a good way to run a business or treat your customers. I have attempted to contact them using the same number previously, they are not answering my calls or returning messages that I have left.

  Business response

  07/24/2024

  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 loan. Please see attached blank authorization form.

  Customer response

  07/28/2024

   
  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. 
  

  Customer response

  07/30/2024

   
  I am rejecting this response because:
  
  

  I am emailing the BBB Truist Third Party Authorization Form to you. This document was not uploaded into my response that was sent on 7/28/2024.

   

  I was not sure if this document was to be mailed to the business (Truist), the **************************** or scanned into the response. 

   

  If there is something else that I need to do, please let me know. 

  Business response

  07/30/2024

  *************************** 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 their issue while their case is being reviewed and researched.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Truist Bank, formerly SunTrust Bank, where I have been a loyal customer for nearly 15 years. I am deeply disheartened by Truist's failure to advocate on my behalf regarding a disputed charge and the refusal to address my grievances against a merchant engaging in unethical practices.On June 29, July 1, and July 8, 2024, I contacted Truist to report an erroneous charge of $650 by ********************** (WECare) for services that were never rendered to my pet, ****. At WECare, my pet was misdiagnosed, and despite this, I was charged for services that were not provided. I informed Truist before and after the $650 charge was posted to my account.On each of these occasions, the Truist representatives noted my account and advised me to seek a refund directly from the merchant. Despite multiple attempts to contact WECare via email and phone, the merchant has not responded to my refund requests. Consequently, I requested Truists Fraud Team to intervene and file a complaint against WECare.During the complaint process, I was asked if my card was in my possession when the transaction occurred. I confirmed it was but clarified that my card should not have been charged as the services were not rendered. I was informed by WECare that my card would only be charged if services were provided, which did not occur.Despite the evidence presented, Truist refused to honor my claim, stating the transaction was legitimate since my card was present. This decision is unjust, considering the clear misrepresentation by WECare and my long-standing relationship with Truist.Given these circumstances, I urge Truist to reassess and honor my claim.

  Business response

  07/15/2024

  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 their DDA. Please see attached blank authorization form.

  Customer response

  07/15/2024

   
  I am rejecting this response because: no response was provided. Attached is a signed copy of Truist's Third Party Authorization Form. 
  
  

  Business response

  07/15/2024

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

  Customer response

  07/15/2024

   
  I am rejecting this response because: this matter is still pending. 
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A fraudulant charge occured on my truist credit card on 11/29/2023 in the amount of $5.84 as well as a Foreign Transaction Fee of $.15 as a result. Both charges were reported and case numbers C-****** (.15) and C-****** (5.84) were assigned to the case. I was informed that these fraudulent charges would be reviewed and any additional charges that had resulted because of these charges would be removed from my account with in 90 days, however nothing has been resolved. Addtional charges (late fees) have accured on my credit card account resulting in negative effects on my credit. I have contacted Truist multiple times to recieve information or status on the claims, however no additional information has been provided and I been told that the fraud department is just looking deeper into the case, they are unsure of why it has not been resolved, and when asked, they stated they were unable to send me additional confirmation or documentation of the cases. The only additional information that I was able to obtain was new case numbers of SF-****** (.15) and SF-****** (5.84). I am desiring to close my accounts with ********************** as soon as possible due to continued communication issues, lack of transparency, and issues with service. Please feel free to contact me if any additional information is needed.

  Business response

  06/24/2024

  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 Credit Card. Please see attached blank authorization form.

  Customer response

  06/26/2024

   
  I am rejecting this response because:
  

  I am seeking immediate resolution. There has not been any verfication or expected timeline provided of when this case will be resolved. 

  
  

  Business response

  06/26/2024

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i had a fraud claim and received a letter that the claim was finalized and the provisional credit has now been permanent, and everything is resolved. Two weeks later I get another email stating that they are reversing 655.00 of the money when the whole entire fraud claim was the same merchant and it was fraud. The merchant did not even have my information they asked me to give it to them when I inquired about the charges in the beginning. I called the number that it said to call for Truist after receiving the email about 655.00 of the 2745.00 being reversed. After being on hold for 46 min I finally got a person who in the end could not help and I am filing this complaint in hopes of having someone who can explain to me if the whole merchant is fraud how someone can split it into 2 different amounts and perhaps overlook something that was important to make such a bad call. I don't know where their amounts came from but really need to speak to someone who can help me.

  Business response

  06/13/2024

  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.

  Business response

  06/13/2024

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

  Customer response

  06/13/2024

  
  I am rejecting this response because: I have emailed Robin and am waiting for a response.
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Truist Bank Froze both of my accounts with no legal grounds to do so. They say they are investigating wire fraud, but no fraud has occurred. My accounts remain open in a vegetative state where they can be reopened at any time. It's been 30 days and I have only received one letter stating that they would be investigating my accounts. I have called their fraud department and was told to go to a branch , present ID and reopen new accounts. However , my bank teller would not open new accounts because there was no notation on the accounts because someone in the fraud department has no idea how to do their job. So my accounts are still frozen. I can't pay bills or order my online medications for my complicated heart disease. I'm demanding the return of my funds immediately. I want my case expedited and resolved in a fair and timely manner. 30 days is not that. If you want me to remain as a customer I would like at the least an apology for these actions. Or simply close my accounts and let me go into the bank and withdraw my money. My next step is to contact the consumer protection agency and file a complaint with them. I also will be contacting a consumer attorney and filing a civil claim against Truist. I will obtain copies of the recorded phone calls stating from the fraud department twice, to go to the branch and open new accounts. I have spent several hours on hold with different departments, only to get the run around from them. This is a serious matter. Please rectify this issue in 7 days.Sincerely ***********************

  Business response

  05/31/2024

  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.

  Customer response

  05/31/2024

   
  I am rejecting this response because:

  I have been advised not to sign any documents by Truist that *** involve giving up my rights to seek legal action against the business if this were to pursue past the 7 day time frame initially requested in my complaint. 

  
  

  Business response

  05/31/2024

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

  Customer response

  05/31/2024

   
  I am rejecting this response because:

  If this had just occurred, then 15 days would be amicable. However, Ive been lied to and received terrible customer ********************** by the fraud team over the course of 30 days. I feel that a 7 day response and resolution is more than fair. Its time to get to work and resolve this matter. Im not going to just keep quiet this time.

  
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed for bankruptcy in 2017 and this balance should have been included. When I tried to open a new account they stated that owed a balance. They told me to call and settle it and when I did, the person over the phone was asking for account information that is 13 years old. I need a decision-maker is fix this. I don't need to get passed around and the entire company is pointless. The last four of my social is #****.

  Business response

  11/08/2023

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

  Customer response

  11/09/2023

   
  I am rejecting this response because: Im still waiting to be contacted.
  
  

  Business response

  11/10/2023

  We are in receipt of this complaint and will contact the client no later than 15 calendar days to address the concerns about a balance owed. 
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 09/06/2023 I open business and personal account with the ******************** the account # ************* after three weeks I deposit my refund check in my personal account and they release **** dollars the next day after its been hold for 11 days they decide to close my account and holding the money for two weeks I'm working on to release my money they told its identity theft and they said we belief it's not your check after summit all the document to prove it it's me and my check they decide to change it to ***** and they had all the document to prove it it's no Freud but still they are not release my money or give me my check back. I contact the *** they did trace on the check they told me the check its clear and been cashed.and no issue with the check,Im adding the last picture its early warning LLC ACOUNTS REPORT r show my money its clear in the account

  Business response

  11/08/2023

  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 closing on their DDA. Please see attached blank authorization form.

  Customer response

  11/10/2023

   
  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. 
  

*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. ↩