BB&T
Ranked #46 of 75 by complaint volume · 1,278 complaints · 99.5% timely response
How BB&T Compares
For BB&T, "Loan servicing, payments, escrow account" accounts for 31.1% of CFPB mortgage complaints in this profile; volume fell 85% from 2019 to 2020, ranking it #46 of 75 mortgage servicers tracked here by CFPB complaint volume and in this tracked set's middle third; this profile has no linked CFPB enforcement action. Company context: Merged to form Truist Dec 2019. This profile retains the historical CFPB mortgage complaint record tracked for this servicer.
Compare the nearest profiles by complaint volume: MidFirst Bank and EverBank.
What Borrowers Complain About
BB&T borrowers' most common complaint category is "Loan servicing, payments, escrow account" at 31.1% of all complaints, followed by "Loan modification,collection,foreclosure" at 26.8%. The three most cited specific problems are: "account status incorrect" (0.4%), "investigation took more than 30 days" (0.3%), "account information incorrect" (0.2%).
The third most common category is "Trouble during payment process" at 11.5%, representing 147 complaints.
Other frequently cited problems include "credit inquiries on your report that you don't recognize" (0.2%) and "information is missing that should be on the report" (0.1%).
Complaint volume fell for 3 consecutive years (2017: 139, 2018: 120, 2019: 91, 2020: 14).
Most complaints involve Other mortgage (30.1%), followed by Conventional fixed mortgage (22.6%).
BB&T's consumer dispute rate of 17.2% is well above the 8.3% industry average — more borrowers disagree with how their complaints were resolved.
Complaints are geographically concentrated: Florida (218), North Carolina (183), and Maryland (147) account for 43% of all complaints.
Complaint Volume Over Time
Annual Consumer Financial Protection Bureau complaint volume for BB&T from 2012 to present.
Annual Complaints — BB&T
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Recent Monthly Trend
Monthly complaint volume over the last 24 months.
Monthly Complaints — BB&T
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Top Complaint Issues
| Issue | Count | Share |
|---|---|---|
| Loan servicing, payments, escrow account | 397 | 31.1% |
| Loan modification,collection,foreclosure | 343 | 26.8% |
| Trouble during payment process | 147 | 11.5% |
| Application, originator, mortgage broker | 118 | 9.2% |
| Struggling to pay mortgage | 90 | 7% |
| Settlement process and costs | 46 | 3.6% |
| Applying for a mortgage or refinancing an existing mortgage | 41 | 3.2% |
| Credit decision / Underwriting | 37 | 2.9% |
| Closing on a mortgage | 25 | 2% |
| Other | 20 | 1.6% |
How BB&T Responds
BB&T closes 92.9% of complaints with an explanation — meaning they responded but did not necessarily fix the borrower's issue. Only The share of complaints closed with monetary relief was 0.9% to the borrower. Borrowers disputed 17.2% of BB&T's responses — above the 8.3% industry average, indicating more borrowers felt their complaints were inadequately addressed.
| Response Type | Count | Share |
|---|---|---|
| Closed with explanation | 1,187 | 92.9% |
| Closed without relief | 50 | 3.9% |
| Closed with non-monetary relief Non-monetary relief | 15 | 1.2% |
| Closed with relief | 14 | 1.1% |
| Closed with monetary relief Monetary relief | 11 | 0.9% |
| Closed | 1 | 0.1% |
Top States by Complaint Volume
View all 45 locations
| State | Complaints |
|---|---|
| FL | 218 |
| NC | 183 |
| MD | 147 |
| VA | 132 |
| GA | 114 |
| PA | 83 |
| SC | 50 |
| TX | 41 |
| TN | 27 |
| AL | 22 |
| NJ | 21 |
| WV | 19 |
| NY | 18 |
| MO | 17 |
| KY | 16 |
| WA | 15 |
| DC | 15 |
| OH | 14 |
| CA | 14 |
| IN | 11 |
| CO | 9 |
| IL | 8 |
| UT | 7 |
| MA | 6 |
| KS | 6 |
| MN | 6 |
| LA | 5 |
| NH | 3 |
| MS | 3 |
| WI | 3 |
| AR | 3 |
| RI | 3 |
| VT | 2 |
| WY | 2 |
| CT | 2 |
| MI | 2 |
| DE | 2 |
| MT | 2 |
| ID | 2 |
| AZ | 2 |
| HI | 2 |
| NM | 1 |
| SD | 1 |
| IA | 1 |
| OR | 1 |
BB&T's complaints concentrate in Florida (218), North Carolina (183), and Maryland (147). These three states account for 43% of all complaints. If you're dealing with BB&T, check your state's foreclosure laws — protections vary significantly. Law pages for its top complaint states: Florida, North Carolina and Maryland.
Enforcement Record
We don't list a CFPB enforcement action against BB&T. Our list is curated, so that isn't a finding that none exists; the CFPB's enforcement page is the full record. The database includes 1,278 complaints since 2012, one of the smaller complaint footprints among the top 75 servicers.
You can file a CFPB complaint about BB&T, which responded to 99.5% of complaints within the required timeframe.
Legal History
We list no enforcement actions, Department of Justice settlements, state attorney general actions or class actions for BB&T. That describes the cases we track, not a finding that none exist. Court dockets and your state attorney general's office are the places to check.
Search BB&T Complaints
Browse the 500 most recent complaints filed against BB&T. Filter by issue type, state, date range, or keyword. Try filtering by "Trouble during payment process" — it represents 31.1% of all complaints. Most complaints originate from Florida.
Know Your Rights with BB&T
File a CFPB Complaint
If BB&T is mishandling your mortgage, file a complaint with the CFPB. BB&T currently responds to 99.5% of complaints on time, ranking #27 of 75 servicers.
Send a Qualified Written Request
A qualified written request asks about servicing your mortgage account. The federal servicing guide explains which requests are covered, where they go, and the response requirements and exceptions.
Get Free Housing Counseling
A HUD-approved housing counselor can review BB&T's actions on your account, help you negotiate, and guide loss mitigation options — at no cost. If you're in Florida (their highest complaint state), find local help.
Find Legal Aid
If BB&T is violating federal servicing rules, a legal aid attorney may represent you for free. A complaint record describes reported problems, rather than a finding about your account.
Letters about your mortgage account
A qualified written request asks about servicing your loan. A notice of error identifies a servicing error. Federal rules have different requirements and exceptions for these letters; the guide to your rights explains them.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing. This data is provided for informational purposes only and should not be construed as legal or financial advice. Complaint volume correlates with servicer size — larger servicers with more customers naturally receive more complaints.
Questions about BB&T
How many complaints does BB&T have?
BB&T has 1,278 mortgage-related complaints in the CFPB database since 2012, ranking #46 out of the top 75 mortgage servicers by complaint volume. Their timely response rate is 99.5%, which is above the 98.8% average across the 75 largest servicers. Their 17.2% consumer dispute rate is above the 8.3% industry average, suggesting more borrowers disagree with BB&T's complaint responses.
What is the most common complaint about BB&T?
The most common complaint category is "Loan servicing, payments, escrow account" at 31.1% of all complaints — payment processing problems — misapplied payments, escrow calculation errors, and billing disputes. Borrowers report payments credited late or to the wrong account, escrow shortages they weren't notified about, and unexplained fee charges. The most frequently cited specific problem is "account status incorrect" (0.4% of complaints). The second most common category is "Loan modification,collection,foreclosure" at 26.8%.
Has BB&T faced any CFPB enforcement actions?
We don't list a CFPB enforcement action against BB&T. Our list is curated, so that isn't a finding that none exists; the CFPB enforcement page is the full record. The database includes 1,278 complaints, ranking #46 by volume among the 75 largest servicers. You can file one at consumerfinance.gov/complaint; the CFPB sends it to the company, where the company can respond through the CFPB process.
How do I file a complaint against BB&T?
File at consumerfinance.gov/complaint. Select "Mortgage" as the product type and name BB&T as the company. Select "Other mortgage" as the sub-product — 30.1% of complaints against BB&T fall in this category. Describe your issue in detail — include dates, account numbers, and any written correspondence. The CFPB forwards your complaint to BB&T, where the company can respond through the CFPB process. You can also send a Qualified Written Request (QWR) under RESPA § 6 directly to the servicer, which has requirements and exceptions explained in the linked guide.
What does the timely response rate mean for BB&T?
The 99.5% timely response rate means BB&T responded to that share of complaints within the CFPB's applicable response window, ranking #27 of 75 servicers. The industry average is 98.8%. The share of complaints closed with non-monetary relief was 1.2% such as account corrections, while monetary relief was rare at 0.9%. "Closed with explanation" — the most common outcome at 92.9% — means the servicer responded but did not necessarily resolve the borrower's issue.