Complaints

This profile includes complaints for Truist Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Truist Bank

  214 N Tryon St Charlotte, NC 28202-1078

  
• 

  Truist Bank

  199 Mall Rd Oak Hill, WV 25901-6109

• 

  Truist Bank

  250 E 2nd Ave Williamson, WV 25661-3604

• 

  Truist-Suntrust

  707 Merrimac Trl James York Plaza S/C Williamsburg, VA 23185-5349

• 

  Truist Financial Corporation

  11843 Raintree Dr Panama City, FL 32404-3903

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:06/12/2024

  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 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

  Date: 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

  Date: 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 Answer

  Date: 06/13/2024

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

• Initial Complaint

  Date:05/30/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/08/2023

  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 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

  Date: 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 Answer

  Date: 11/09/2023

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

  Business Response

  Date: 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

  Date:11/08/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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. 
  

• Initial Complaint

  Date:11/07/2023

  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 had two unautorized transactions occur on my account. I filed a police report and disputed the charges with my bank. **** denied dispute after about 48 hours saying my card was used and i never reported the card lost. Im upset like yes, my card was used, I dont know how and I had my card with me the whole time. I never claimed the card to be lost. The charges are over $800+ to a merchant I have never heard of. I cant even appeal and the reps are so nasty. Soon as I pay off my truist reserve, I am closing this account. I dont feel like a proper investigation was done. I could of been affected by skimming devices. Just before that, someone was trying to order plane tickets with my card, I had my card on me then too and they ended up sending a new card. IDIOTS !

  Business Response

  Date: 11/07/2023

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

• Initial Complaint

  Date:11/06/2023

  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 understand that things happen but the way that this entire direct deposit issue from 11/3/23 has been handled or lack thereof is absolutely ridiculous and unacceptable. I have put in phone calls, online chats, physical visits to a local branch and I cannot get anyone to help me. I cannot complain about the Teller because she actually did help me but Truist as a whole is apparently comfortable with shady business practices, You could have been transparent and indicated on your ********* your company website, online bank etc that direct deposits had been sent back to be resubmitted. But no communication from you at all. That is NOT good business. "We're sorry for the inconvenience" does not pay my bills, it does not put fuel in my tank, it does not, put food on the table or a roof over my family's heads. I promise you that you have lost a customer for life. The sheer fact that you were completely content with not communicating with your customers is appalling. A simple statement on your website or a mass email or text explaining the situation and what steps your customers need to do would go a long way but you clearly do not care about your customers.

  Business Response

  Date: 11/06/2023

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

  Customer Answer

  Date: 11/08/2023

   
  I am rejecting this response because:
  

  Contacting me within 15 days does NOTHING to correct the issue. I legally worked for my direct deposit yet you all are continuing to hold it hostage.  I have contacted the payroll department for my employer and they have resubmitted the deposit which was done 11/6/23 which I was advised by one of your tellers who, apparently was "unaware" of the situation.  So obviously not only are you not transparent with your customers you clearly do not communicate with your front line staff or you have advised them to play "dumb" when asked about this situation.  There is ONLY ONE acceptable solution to this issue and that is release MY deposit to ME that i LEGALLY worked for!!!! Once you have done this then I will drop this entire complaint and move on.  If you do not release MY funds to ME that I have legally worked for then I will have no other recourse than to take you all to court. 

  
  

  Business Response

  Date: 11/10/2023

  We are in receipt of this rejection and will provide a response no later than 15 calendar days. 

• Initial Complaint

  Date:11/06/2023

  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.

  There is an unauthorized credit card ending in **** in my name. I have called truist multiple times to report this and have spent long hold times, transferred to different departments, all to receive different answers from representatives with no resolution. There was a credit card I had with BB&T around 10 years ago. This credit card was fully closed out around this timeframe. Around a month ago I saw this card pop up on my account again. Representatives told me this is due to the BB&T/Truist merger, but this only appeared recently and was well past when this merger occurred. To me, this looks like unethical banking from Truist similar to the ***** Fargo cross-selling scam. All I have wanted to do is figure out why this is reporting and have it removed but Truist has been unable to do so after speaking with them multiple times.

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:11/06/2023

  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 had a checking account with **********************. My account was low in funds so I attempted to use their atm to deposit cash 2x on 2 separate occasions. The atm had an error with it and didn't accept the cash. I attempted to contact the branch to get assistance. I was told by a representative they would look into it and get back to me. The bank never responded. Around 10 days later I called back and the same person I spoke to stated there was an error with the atm and said I should have taken off work in order to come into the branch to make a live deposit. I am a teacher for children with special needs. My work hours go beyond the time the branch is open. Regardless, the atm was broken for weeks and there was no sign posted, no apology when the branch was notified, no assistance was offered. The main issue I have with this is My credit card that I've had in good standing for the last 10+ years had an automatic payment attached to this account. Because the atm didn't take the funds, my account was noted as having insufficient funds, and credit card account closed. This caused my score to drop and I lost $600-$700 in rewards cash I had saved up. The bank then charged my account extra fees and sent my account to collection. A Truist representative via phone call listened to my situation, agreed this was unacceptable, and stayed on a 3-way phone conference with my credit card company in the hopes they could help get my account back. Unfortunately my account was never reopened and the money was lost!I spent hundreds on a credit repair company who was unable to help. All in all $1000 was lost due to an error with Truist. Please also note that I am someone who suffers from covid brain fog after contracting the virus. My memory isn't what it used to be unfortunately, so names and dates aren't readily available. However there is camera footage of me at he bank, as most atm have them and phone records.Not sure what can be done but any help is appreciated!

  Business Response

  Date: 11/06/2023

  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 a deposit to their DDA and additional concerns. Please see attached blank authorization form.

• Initial Complaint

  Date:11/06/2023

  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.

  cannot access my account on ********************** website. *********** c/service is not trained to handle these problems. branches don't answer the phone, **** the big boss won't return any messages, my local branch is helpless in this matter.WHAT TO DO? they have no customer retention **** or help of any kind

  Business Response

  Date: 11/06/2023

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

• Initial Complaint

  Date:11/06/2023

  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, Truist bank closed my account a few months ago. I have yet to receive my funds back that were left in the account. My available balance at the time was $453.59. I was told I would receive a check in the mail for the remaining balance within 30 business days. Its been 4 months and I havent received anything yet. Different representatives are giving me different answers. My account number is *************. Please help

  Business Response

  Date: 11/06/2023

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