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

Ever since you decided to change branding, you interrupted normal banking operations. Long lines of people waiting both inside and drive through. Several times I’ve walked in to find people sitting in every chair waiting to talk to somebody. Three times I’ve sat and waited and left when there was no progress in line movements. I’ve been trying for weeks to talk to somebody about my personal loan which has a zero balance. All I want to know is what will my payments be if I borrow X amount. But it is impossible to talk to anybody, any time, anywhere. I’ve never seen such a mess as Truist. I’m going to move my business elsewhere.

My parents had a 15-yr mortgage with SunTrust that began in Dec 1998 and was auto-drafted from their account - so it was paid off in 2013! the payoff letter was never recorded. Their 'research' department apparently is lost in the merger red tape somewhere. I emailed a request on 02.08.2022 (before the official/final merger date) and received an automated response stating 10-30 days. We are now well past 30 days with no results. Two 'branch leaders' and a customer service supervisor are 'working on it' - still no results. And the branch leader at my local branch was rude, snarky and unpleasant when I dared to just walk in. I was told to make an appointment for the next day. Since branches are no longer open on Saturdays, I was already taking a day off from work to be there that day; I was NOT taking another day off to accommodate her schedule. And there is no email address on the website to communicate with Corporate - so I called Customer Service (which is available on Sat) and spent 2-1/2 hrs on hold waiting for C/S and then waiting for her sup - and still was told they don't have an email address to provide but they will file the complaint for me. Are the corporate heads so arrogant that they don't believe anyone might have a complaint? Or do they just not want to be bothered with issues? Provide an email contact on your website - if you "care" as much as your new signage says - I double-dog dare you! I control my own accounts and my mother's accounts, plus the proceeds of the house sale if I can ever get it to close - and all of that may be moving to another/better/real bank very soon! #Worst.Customer.Service.Ever!

There's fraudulent activity going on & nobody is answering the phones. On hold for 60 minutes & greater. Doesn't matter what time I call, what number I use, never a human, never a hold time under 60 minutes😡

It's been like this since day one.

On 2/25/22, I was alerted of fraudulent activity referring to my debit card. I called to confirm the fraudulent activity. The fraud department told me that the pending fraudulent transactions could not be stopped. This has never been an issue with previous banks. The transactions went through and I lost $714.28 from my account. They told me to call back. So I called back different times for the last two weeks. It always take an hour to get another human on the phone. Once I finally do talk to someone, they claim that they are not authorized to check certain details about when we will get our money returned to us. I was redirected three times in one night and then hung up on. It wasted about two hours of my precious time because I work 12 hr shifts as a traveling healthcare provider. I simply do not have time to constantly wait by the phone and listen to that repetitive jingle only to be directed to a bunch of people who can not assist me. It is now 3/12/22, my wife and I have still not received our money back. I have student loans to pay and I currently have a 3 month old son. I want my money returned or I will gladly cut my losses and cancel my accounts with Truist. I know of many other banks that are much more helpful and dependable. Truist will lose a customer over $714.28, which for a bank of its size would be like throwing a penny in the well. I have been a loyal customer. Is it too much to much to ask for a loyal and trustworthy bank? I’ve read a lot of complaints about Truist recently. So I know I am not alone in my issues with Truist.

A customer of any bank shouldn’t even have to report claims over the phone. It’s the year 2022, a customer should be able to securely log into their account and confirm fraud themselves. Rather than waiting on the phone for hours only to receive zero assistance. I would like my money returned. That is all I ask.

Michael Bender

Case# [protected]

Where to begin... I had started documenting our loan balance from the SunTrust website, as we never received any statements from SunTrust on this loan. We were also instructed that we would be receiving a new account number, do to the merger with Truist... never happened, we have never receive any correspondence from Truist as of this writing.

Anyway, when the information was transferred to Truist the loan balance was around $150 dollars more then the balance that SunTrust provided and the monthly payment was wrong on the Truist website. There was a difference in the payment of $19.13 higher then the original payment, the CS rep said that it was interest... where did this come from? Our payments are set to transfer to satisfy the payment from one of our checking accounts. So how is there additional interest on our loan? We made an extra payment on 3/10/2022 and I checked the payoff balance, then checked again on 3/11/2022 and the interested was.75 cents (the loan is almost paid off), today I checked and the interest is $2.26. If the daily interested is.75 cents how can the next days interest be $2.26?

The data transferred is in accurate. I called customer service and was on hold for 55 mins the first time, then to be transferred to the collections department, when the lady answered she said she couldn't help because are loan was up to date and not in collections. I called back again at 8am one morning and was on hold for about 15mins. The CS rep and I were on that call for about an hour and a half, I was done at that point and ask for a amortization statement. I don't understand how they can not access the SunTrust info and where's the back-ups? I will be contacting the BBB if this is not resolved.

I live and work in Japan and rely on my Debit card for my daily existence. Since my banking has transferred to Truist, due to bank mergers, my debit card is routinely declined by vendors even on the U.S. Military base where I work.

In my 15 years with SUNTRUST I never had my debit card declined anywhere now my new Trusit Debit card is consistently declined and I must use my personal savings or a credit card.

The customer service for Truist is equally terrible. For a brief time they had an on-line chat service with customer service (which they never answered), and now that service is gone. There is no 24-hour customer service at all.

Since the transfer over from Suntrust to Truist, the mobile app continues to deny me access as well as when I try to log on from my computer. I have reset permissions on both my computer and cell phone but nothing is working. I try to call the help center but its closed in the evenings. When I call during the day, there is over a 50 minute wait and I can't spend 50 minutes waiting while I am at work. I went to the bank itself and the bank representative stated that they don't have direct access to assistance and they wait in the same "line" we do to be helped. He stated there was nothing he could do to assist me to find out why my access is denied. I have another account at Chase and never had any issues. I was with Suntrust for over 25 years, I am done with Truist. I will be closing my Truist account probably at the end of this month. I have read all the negative reviews and the comments are all the same, denial of access to accounts, things not working properly, lack of consistent customer service reachable at all times.

Got new debit card. Hubby didn't. Went to bank and told my card had hubby's card # , so canceled mine. Issued me temp card. Told hubby to wait. Never had problem with SunTrust. Fix it or will find another bank. Just crazy.

When I call customer service and message says hold time is 60 minutes, I'm done. I'll be closing my accounts. Before that I got voicemail messages for two local numbers. Terrible!

They were invisible during covid and impossible to et anything down.

I tried to refinance a loan and go no cooperation and service.

Tried to open a brokerage account and you would think it was brain surgery.

On and on...

Finally closed out non-profit business account after being charged $72 for insufficent funds with $28,000 in savings and but I could reach no one, no chat! 2 hour wait on the phone?

Getting ready to close personal accounts an church account with 200,000 in it

It is impossible to get through to a person on any of the Truist phone number lines.

We have been waiting to talk to a customer service employee today March 11 for over an hour trying to get our pin to activate our debit card. This is totally unacceptable. Am sorry you ever took over BB&T

On March 2nd my phone was stolen. I received my new phone on the 3rd. I logged into my Truist account and seen multiple (18 to be exact) pending transactions from cashapp and 3 of them were from zelle which I have never heard of until then. As soon as I seen the pending transactions I called the bank immediately. The guy told me that they can’t stop pending transactions, which is absurd to me because my other banks do. Anyways, he went on to tell me that once the transactions go through for me to call back. So i called back on the 4th and they said they would refund me all of the money that was fraudulent activity. On the 9th all of the cash app payments were refunded but the 3 zelle payments were not. So again I called and the lady told me that they denied the zelle payments because after investigating they assume it was me who did it. First off I called as soon as I noticed all of those pending transactions and they told them to stop them and that it wasn’t me! So now I’m out of $895 that I did not initiate. I’m a single mother and if I did initiate those transactions then I would have never called to cancel them! I’m just sick to my stomach. That was my rent and bills for the this month. Truist is by far the worst bank I have ever dealt with! I just want my money back! I wouldn’t have kept calling and telling them to stop the payments if it was me that initiated them! The lady I spoke to yesterday the 10th was the rudest person I have ever spoken with.

To Whom It May Concern:

I hold a master card credit card with Suntrust. I have called the customer service phone number on back of card [protected]) to dispute a posted purchase. I waited on hold for 35 minutes, then was accidently disconnected. I called back, waited 42 minutes for a representative only to be told that the internal transferring system was not working. I was told to call another number [protected]- estimated wait time 40 minutes). I am currently waiting on hold for collectively one hour and fifty-minutes to dispute a $10 charge. One would think there was a more reasonable wait time for customer service. Truly disappointed with this waste of time. There should be another option to dispute a charge, such as online. I am wondering if it would be prudent for me to do business with a company that has better customer service.

Sincerely,

Debra Rocco

3.10.22 on hold for over 45 mins to report a lost or stolen card. Last month the online site told me I was locked out and I had not been trying to login so it looked like someone was hacking my account. I was on hold for 40 mins only to be disconnected when they answered. Called back in 30 mins on hold and did get resolved. This bank has the worst customer service I have ever seen I have a business account and personal and well over $100,000 in here but am going to move it to another bank. It's just painful to go through all the corp hoops to get a new account but believe me I'm going to.

1. The emails sent, prior to the merger, preparing us and telling customers to be prepared to do our part for a smooth transition was a big waste. They should have beta tested the heck out of their programs so that they could see ALL the problems.

2. Even the employees at the SunTrust branches have told me personally they have not received any training in the new software. I would think that would be the first priority, to make sure the employees know how the system works.

3. ACH Fraud platform is not working and they did not tell people of the problems. Instead, vendors are not getting paid and this makes the account holder look like they have no funds.

3. New phone numbers, I have been on hold for 3 days now and now one has picked up for customer service. As I am typing, I have been on hold for over 2.5 hours.

4. Try and speak to someone about your credit credit account. No one answers that number either.

5. I received in the mail proof of payment from Truist for my credit card yet my card does not work and is being declined.

This merger is on the brink of being shutdown due to the number of customers running to other banks. My family and I have been a SunTrust customer for over 40 years, it is a very sad day.

ps. I also am dealing with the merger BVVA and PNC bank. What a smooth transition. I had a an issue with one of my accounts and PNC actually called me back to make sure my matter had been resolved and everything was working correctly. Guess where I am going for now.

I openned an account online with Truist. I live in Washington

State. Truist openned the account without a problem. Two days later after $420 in deposits they locked the account because of suspected fraud. My Chexsystems file and Credit File do show two last names because I have changed my name. Truist said that in order to gain access to my funds, I must present

identification at a physical branch. There are no physical branches in Washington state of this region. I suggested multiple ways to resolve this all of which were denied. So, I am out the deposits I made to Truist. They will not do anything without me coming into a branch. I have offered legal documents, previous ID, previous SS cards, a Zoom video call to prove identity. They will do nothing. I simply want the money I deposited back. I do not want an account with them now or anytime in the future. For me to go to a branch, the cost of travel would exceed the cost of the deposits with Truist. This is simply unfair. If Truist is going to allow people from all states to open accounts, they need to have

processes in place to fully service those accounts, including proof of idenitity. Opening an account then closing it with NO

COMMUNICATION whatsoever is unfathomable. To then block any kind of resolution is just dishonest. I have received no letter from Truist, nothing about why the account was locked/closed and nobody will tell me anything. They simply say, I have to come into a branch to prove who I am.

Desired Settlement:

Refund

I have been a Suntrust customer for 7 years. I have been extremely happy with every aspect of the bank from online to in-person interaction. Since the merge and change to Truist the online chat has been removed from the website, every phone number available has an announced wait time of 40-50 minutes but in reality the wait times are between 1 and 3.5 hours! When a branch is called, no one answers and you are again told to hold but no one ever answers. If you go to a branch there is usually a wait time there as well and the representative may or may not be able to help. I waited 45 minutes to be told by the representative that the branches do not address credit card issues. My newest issue is with my online statements. Prior to February 2022 I could access a statement for my checking account and a statement for my money market account. Since then I am only able to get a combined statement and all access to my money market statements prior to February have been removed from your website. I need separate statements for my business. If I don't get some kind of resolution, I will be closing all of my accounts and looking for a new bank.

Thursday, March 10, 2022

Since merging with SunTrust- the customer service has been extremely disappointing. First, I NEVER received my NEW TRUIST DEBIT CARD- before my old card was due to expire 2/22. So, I called to inform Truist. Well, after speaking with CSR, he mailed me a new card same # different expiration date & security information. After using new debit card for we'll over 3 weeks. I NOW HAVE AN INVALID CARD! Today, my new debit card has been permanently blocked! After, calling customer support- on hold for over 30 minutes- I finally reached a young woman. (forgot her name) She preceeded to tell me that for security purposes, since I reported that I didn't receive the original card- the card that I was using for 3 weeks now is invalid! While she continued to put me hold over 3 additional times- she told me that she'd would have to issue me another card. She then put me on hold- then she hung up on me. She never tried to call me back. I then called again, I was on hold over 20 minutes this time. Ryan-CSR - helped me as best he could. I explained to him my situation and I also asked if there was a new card issued by the previous female CSR (I forgot her name)- Ryan told me that she never issued one for me. This has been a complete nightmare since the merge. I've been a long time customer with BB&T. I've never experienced anything like this with BB&T. Totally unacceptable!

Talking aggressive like I’m working for her not even being like a customer, not helping me solve any problems. Keep on saying I’m letting her get into trouble, finish her impolite words then go without saying anything. How could you hiring a person like that to be a branch leader? She even doesn’t have any basic experience for serving customers and helping customers to solve to problem.