Complain About Truist Bank - File a Complaint Today

Still dealing with fallout from the Truist merger? You are not alone. The transition was a mess, and for many, it still is. Seriously, their Better Business Bureau page is a disaster, showing over 6,800 complaints filed in just the last three years. Many of these complaints are marked as unresolved. Customers on Trustpilot give them a dismal 1.3-star rating, flagging major issues with incorrect billing, terrible customer service, and constant technical glitches that lock them out of their own money. It feels impossible to get a straight answer or a real solution. If you're tired of the endless hold music and unhelpful responses from their support channels, you've come to the right place. We'll walk you through how to actually get their attention. You can find more information on their official website, Visit Truist Bank, but you'll likely find more help here.

Last Edited on 31 Oct, 2025

Olivia Harper, Senior Content Manager

7 min read

Best ways to complain to Truist Bank

Contact Method	Details & Availability	Why use this instead
Phone	844-4TRUIST (844-487-8478). Available 24/7 for automated service, with reps available during extended business hours.	Best for urgent issues like a lost card or suspected fraud. You can get an immediate, though not always helpful, human response.
Secure Message	Via your online banking portal. Available 24/7.	Good for creating a paper trail. Use this for non-urgent, formal complaints where you need a written record of your conversation.
Mail	Truist, P.O. Box 1936, Augusta, GA 30903	The most formal route. Use this for sending official documentation or when you've exhausted all other digital options.
Social Media	Twitter (X): `@TruistNews` or Facebook: `Truist`	A public complaint can sometimes get a faster response from their social media team, especially if your issue is being ignored elsewhere.

Estimated Response Times from Truist Bank After Complaining

Honestly, 'estimated' feels generous. Prepare to wait, and then wait some more.

Method	Expected Wait Time
Phone	5 - 45 minutes (highly variable)
Secure Message	2 - 5 business days
Mail	7 - 14 business days for an acknowledgment
Social Media	1 - 24 hours

Tips to Get a Quicker Response from a Complaint

Call Early: Try calling right when their phone lines open, usually around 8 AM ET on a weekday. You'll avoid the lunchtime and after-work rush.
Have Everything Ready: Before you call or write, gather your account number, the date the problem occurred, any transaction IDs, and the names of anyone you've spoken to already.
Be Direct: Don't bury the lead. Start your conversation with, "I am calling to file a formal complaint about an incorrect fee." Get straight to the point.
Use Keywords: When talking to an automated system or a rep, use clear keywords like "complaint," "dispute a charge," or "speak to a manager."

How to Escalate Your Complaint

If Truist is giving you the runaround, it's time to escalate. Don't just keep calling the same number.

Step 1: Internal Escalation First, you have to try to resolve it with them directly. When you're on the phone, use this exact phrase: "I would like to speak to a supervisor or manager." If they say no one is available, ask for a specific time they will call you back. Get the representative's name and ID number.

Step 2: External Escalation Bodies If that fails, go over their heads. These government and non-profit agencies have more power.

Consumer Financial Protection Bureau (CFPB): This is your strongest option. The CFPB is a U.S. government agency that holds banks accountable.
- How it works: You submit a complaint online at consumerfinance.gov. The CFPB forwards it to Truist and requires the bank to provide a substantive response, usually within 15 days.
- Outcome: Truist takes CFPB complaints very seriously. Most people report getting a resolution, often in their favor, after filing. The bank has to report back on how they resolved it.
Better Business Bureau (BBB): The BBB is a non-profit that mediates disputes.
- How it works: You file a complaint on bbb.org. The BBB sends it to a corporate contact at Truist.
- Outcome: This is more of a public shaming tactic. BBB works, but prepare to wait. Truist usually responds, but it might take a couple of reminders. It's less powerful than the CFPB but still worth doing.

Email Template to Complain to Truist Bank

Subject: Formal Complaint: Unresolved Issue with Account #[Your Account Number]

To Whom It May Concern,

This is my third attempt to resolve an incorrect overdraft fee of [$Amount] charged to my account on [Date]. I have already spoken with customer service representatives on [Date of first call] and [Date of second call], with no resolution (Reference #, if you have one).

The fee was applied incorrectly due to a delayed deposit that was a result of a technical issue on Truist's end. Frankly, spending hours trying to fix a mistake that wasn't mine has been incredibly frustrating and a waste of my time.

To resolve this, I require an immediate and full reversal of the [$Amount] fee. I also request written confirmation via this secure message that the issue has been corrected and my account is in good standing.

Please be aware that if this is not resolved within 5 business days, my next step will be to file a formal complaint with the Consumer Financial Protection Bureau (CFPB).

Thank you for your prompt attention to this matter.

Sincerely,

[Your Name] Account Number: [Your Account Number]

Additional Helpful Tips to get Your Complaint Resolved

Request a 'Letter of Resolution': Once they agree to fix your issue, ask for a formal letter or email confirming the resolution. This is your proof if the problem reappears.
Mention the Merger: If your problem started around the time of the BB&T and SunTrust merger, say so. Some Reddit users report that mentioning the merger gets them to a specialized team that handles those persistent glitches.
Keep a Complaint Diary: Note every call. Log the date, time, the name of the person you spoke to, and a summary of the conversation. It's powerful evidence if you need to escalate.
Tweet with a Timestamp: If you complain on Twitter (X), mention how long you've been trying to solve the problem. For example: "@TruistNews, day 10 of trying to get a fraudulent charge removed. Your phone support has been no help. Case #[Your Case #]."

Let Pine AI Help Raise the Complaint to Truist Bank

Tired of explaining your issue for the fifth time, only to be transferred again? Or sitting on hold listening to that awful music loop? Sound familiar? Instead of wasting another hour navigating Truist's phone tree, let Pine AI handle it. We'll draft the complaint, send it through the right channels, and manage the follow-ups. No more repeating yourself. No more hold music. Just results. It's the perfect tool for when you're done being patient and just want the problem fixed. Seriously.