Truist Bank (formerly BB&T Bank)
Reviews and Complaints

I recently scheduled a call in appointment about me account and never got a call and when I called the branch 2 times never got a answer

Called customer service was on hold for 22 minutes…cool

When some one answered we talk for about minutes told her my problem she said please hold for a few minutes the hung up

Ok but if the called drop she got my account pulled up she could have just called me back no that never happened when to to location here in Springfield Va 1 location had no one in the lobby or at the desk the other location had 1 lady on the phone help a client great job to her

The manager just told me to take a sit and someone will help me she never ask what I need or anything just brush me off to wait

I know y’all better then this not sure what happen now but I really didn’t feel valued as a customer

I am trying to make my mortgage payment that was due on the 1st. I am not able to get online and do so since the change over, when trying to get log in info I'm not able to as it is sending a code to some random phone number that is not mine, I can't get anyone on the phone as after 3 attempts (each being on hold for at least an hr) I continue to get disconnected. How am I suppose to pay you?

When I immediately called back, I got, "The estimated wait time is more than sixty minutes."

My wife and I have repeatedly uploaded documents to show this company the mistake that one of their agents already admitted to me. More than a week ago, their agent agreed the bank had made a mistake, and her manager would be calling me. I never received a call, and this bank has continued to make the improper charges.

This bank should be put out of business. Terrible on all counts.

As part of the changeover process from BB&T to Truist, they have restricted use of the online banking app until terms are agreed to. The problem is that there is no way to agree to the “terms of use”! I have followed the instructions and downloaded the entire 45 pages, however there is no “check box” to complete the process! Here is where my complaint really comes to play! I’ve made multiple calls, been put on hold for hours, disconnected after being on hold multiple times!

As much of a complete hassle and inconvenience it is, the incompetence of customer service is leaving me with no option other than to make a change!

I pay my mortgage via the app. On March 1, 2022 the app has issues. Eventually the mortgage gets paid, days late. On March 30, 2022 I attempted to make payment for April 1, 2022 due date, no success. Over the next several days the same issue, technical difficulties. I proceed, in desperation, to make payment via phone! SAME ISSUES! Now as I type, while I'm at work trying to make money to pay TRUIST, I'M ON HOLD FOR OVER AN HOUR. The operator has been "looking for someone to take my call". I have a better chance of reaching the President of Russia. I'm a minnow in the sea. But I promise I will make sure the word gets out. Again, I'm a minnow in your ocean. I process loans in finance for a car dealership. Business with Truist is in the millions. NOT AFTER TODAY! I refuse to send my customer to you for this kind of customer service.

I opened a HELOC. With record lows, I confirmed they did this at a FIXED RATE. With the new statements, it came to light that they set this up incorrectly and set at variable rate.

I called and they said it would be corrected in 3-5 business days.

It's been 10 Business Days and it STILL is not corrected.

Customer service is 60+minute wait times and when someone does pick up, they transfer the call where you have to re-enter info already provided and are provided ANOTHER queue time of 60+ minutes. Local branches don't answer their phone.

How do we get some assistance and a CORRECTED account?

My brother and I have a BB&T joint account opened many years ago at the Summerfield NC branch. On 3/16/22 I visited the Fredericksburg VA Southpoint Truist branch and ordered more checks. They arrived in ten days as promised. I discovered they comprised two single check books of quantity 50 each. I had assumed the bank knew we used three at a glance carbonless duplicates that go in a ring binder. On 3/30/22 I re- visited the Southpoint branch for purpose of rectifying the issue. I was told Truist does not do business with Harland Clarke and I would have to contact them directly. I called Harland Clarke and was unable to speak to a human. I got an automated voice which prompted me to enter the routing number. I did so and and the voice said for security reasons I would have to contact my financial institution. It appears I need Truist help to get more checks of the type we have been using for years. The person I talked to both times was nice, the second time I was not. Her manager was to call me the next day 3/31/22 but did not. I am not pleased with Truist.

Hello, I have a complaint concerning the ATM machines. I have not been able to make a deposit at the ATM machine in Raeford, NC Truist Bank. It has been down for quite some time. It is very inconvenient for me when I drive up to make a deposit and your machine sends the money back out. It is so much easier to do a deposit at the ATM machine than tying up the line inside. Of course when you go in, you have to wait 15-30 minutes just to make a deposit when it can be done at the ATM machine so much quicker. Can you please send someone to fix the ATM or get a new one. This has been going on now for the past month which is ridiculous. Since Truist took over, there has been nothing but issues and longer waiting times even when you go inside the bank.

Feb. 15, 2022

This is the date where all of this had begun.

And now up to date I am dealing with the same issue. Only, difference now is that I am beyond frustrated and angry in regards to this issue for many reasons. But the main reasons are: Complaint Department, Dispute Department and Fraudulent Department.

I have lost two paychecks with a total of $3800.00 that has not been reimbursed back to me.

I have put in about 4 disputes and claims now. And two complaints. No call back.

The customer service overall in every department is extremely horrible.

I have been with SunTrust now Truist for over 5 years and I have not ever dealt with anything like this.

So today, I call and they keep telling me to do the same thing over and over again that I have already done in the Branch as well on the phone and via email. And still no resolution.

I just sat on hold for almost 30 minutes to temporally increase my debit card limit for a purchase. This call took another 30 minutes. I was on hold at about 58-minute mark and I was disconnected. I called back and wait time is another 30 minutes. That is ridiculous. The lady on the phone clearly had no training and this wait time to get access my funds is ridiculous. Seriously thinking about closing my account now.

I've been trying for days to make my house payment. Why isn't your site working ? It gets through the whole process then says "we are experiencing technical difficulties please try again later"

My autoloan was serviced by SunTrust bank and on autopay for >2 years now (one reason I selected them). I just received a letter from Truist, assuming they assumed the loan, and it says I owe money and makes no mention of autopay. There is no email address to reach anyone, and the only option, by phone, says wait time is >60 min, but online reviews have stated multiple hours wait time. I don't have time for this. I need my autopay resumed immediately. I am not playing phone tag or holding all day. I chose a bank that was completely hands off, and instead I am left with a bank where it's impossible to reach anyone, so the expected pay format is a check in the mail? It's not 1987 anymore, and that's not convenient.

Every year i deposit a cheque from my Canadian account in Us funds for us to live on and pay direct billing. This we've done for the pass 12 years and never a problem. However TRUIST took over and took it from our active chequeing account and locked it up in pending from deposit date March 9 and same day withdrew from our Canada account Say it cannot release untill 18 Apr so we seat here with little money and cannot enjoy our time down here plus pay direct billings.We leave for home on 17 APR. What a screwed up banking system. Never in our life have ever experienced this. 5 TIMES TO CUSTOMER SERVICE BY THE WAY IS A CALL CENTER AND CAN'T DO ANYTHING FOR YOU. Can't even pass you on to the correct department. Over 10 hours 3 days and like talking to the wall. The best is all they can do is say we unerstand and we are so sorry. The manager at the local bank has been great for the last 10 years and now her hands are tied and can't get an answer. DON'T PUT YOUR MONEY IN TRUIST BANK BECAUSE YOU MAY NEVER SEE IT AGAIN.

Today march 29,2022 calling the fraud dept. Started at 11:00am this morning to

Find out why my account is lock. The recording stated 30-45 mins. Hold time well

The time now is 6:27pm, this make no sense for someone to spend their whole day on the phone. Iwould have gladly went into the branch if I was told that when a customer service rep. Came on the line but yet she say I have to talk to fraud dept. To get this resolve but I didn't know it would take all day.

This bank need to get it together and once if I ever talk to them they can give me back my $50.00 to open this account and never worry about me anymore.

Just fix the problem with the $4,800 so I can get my money. With the complaint this bank is having you would think if they care they would take a hard look at the same complaints coming in and get some training in and a better hold time on the phone.

I have been a multiple account holder at BB&T for many years and found that BB&T has been a good partner but since the merger, I have found it more and more difficult to conduct daily business at your locations.

Through the years my primary location has been the Simpsonville, SC branch with the Mauldin, SC being secondary. Since the merger, lines at the Simpsonville branch has been insufferable and a far cry from speedy. With the delays in Simpsonville my family has shifted to accessing the Maudlin branch. Now you have moved the Mauldin branch to a nearby location but its drive through is not just as bad, if not worse. Accessing this location's drive through is far worse than the Simpsonville lines. This move has not made doing business at this location more attractive.

I do not know who may have developed this new "Merger Business Plan," but it appears to have been a miscalculation. I have friends who have expressed dissatisfaction with the Truist concept and either have found or are looking for a new Financial Institution. I can now understand their concerns. BB&T has lost its uniqueness!

My wife and I had several accounts with SunTrust that were moved to Truist, including our mortgage. We called Truist's "Cathedral" branch on Wisconsin Ave. in Washington, DC, to understand the types of accounts -- Dimension, Bright, Savings, etc -- to which our "new" Truist accounts had been assigned. We were told we had to come in person to ensure our accounts were assigned to the "wealth management" category. We made an appointment for 10 a.m. on 3/21.

Branch leader Steven A. Marr met us at 10 and said our appointment was with him. He did not know why we were there and had done no research or preparatory work for the meeting, nor had he read any of an internal memo apparently written after our initial call. We explained what we wanted: all our accounts linked and put into the wealth management category.

He did not know the criteria for any checking accounts so, even though we had Truist's comparison sheets for checking accounts on his desk and showed him the portion we had underlined that says "Maintain $100,000 or more in Truist related accounts across personal deposits, all investments, Trust, and/or personal mortgage ...," he read the comparison sheet out loud to us for 15 minutes despite our objections. (Our mortgage alone is more than $220,000.)

Long story short: He reluctantly called "headquarters" to make sure "mortgage" really was included. (He was told "yes.") He asked his headquarter's contact if the mortgage had to be for a minimum amount. (We thought this question to be passive-aggressive. He was told "no.") He nit-picked footnotes without understanding them for a while with the final result that he said he could not revise our accounts because only a wealth manager could do so. He told us he would contact a wealth manager that day to revise our accounts and would call us by the end of the day to confirm. He never called us.

I returned 3/29. He saw me and kept me waiting for 20 minutes while he spoke to one of his bankers. I introduced myself and reminded him who I was, what the issue was, and that he had said he would call us the previous week. He said helping us with the issue was not up to him. I asked him if he had spoken with a wealth manager about our situation during the past week. He said he had left a message but no one from Truist had returned his call. He told me to make an appointment with a wealth manager at headquarters or another branch.

I asked him why he had not called us. He told me he was a busy man. I told him he was incompetent. He told me not to threaten him. I was dumfounded.

This barren recitation does not do justice to the mean-spiritedness of Mr. Marr's behavior from initial meeting to final encounter.

Mr. Marr could not have been less helpful or more defensive. He is not a credit to your bank. Our telephone number is available to you as part of our account information; please feel free to call us if you would like to follow up. Sincerely yours, David W. Grant

The worst hold time & Terrible Customer Service! I called last week to handle an erroneous duplicated auto payment. Automated line said hold for 30 min, total call was 2h, 1.5h of which was spent on hold! Called today to again address the issue that was "resolved" last week, automated line, 5 min wait time, hold was more than 45 min. Still on the line waiting for issue to be resolved!

My funds have been transferred to truist from bb & t, but, I have been denied access to the new truist account.

The local truist bank gave me a temporary user id and password, but when I try to open the new account, I get a message stating that my device is not recognized. I keep getting locked out!

This has been going on since march 15. I cannot understand why I have been denied access to my new account for so long... I have bills to pay and auto bills normally taken out monthly.

I need help... Please tell me how to successfully open my new truist account

Wanda e wright

[protected]@comcast.net

Why hasn’t my payment to my Visa account been credited? It was posted on March 26 today is March 29, and the credit has not been posted to my account.