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

I have attempted to contact customer support for two weeks. Having been a business customer of Suntrust for over 20 years I am now completely dissatisfied since the merge to Truist. I cannot logon, I cannot access the rewards, I cannot pay online, I cannot reach a human or even a chat-bot. This is horrible. I finally called a local branch who also could not help.

I made three bill pay transactions right around the time of the transition of Suntrust to Truist and they are missing.

I hate that I can no longer email any bank with an issue. Trying to call Truist is a huge issue. When I tried Saturday (3/5/22) morning, the hold time was over 60 minutes.

I used chat, Saturday morning (3/5) and as of 2pm Monday (2/7) no representative has been assigned.

The wait time to get thru to get anything resolved is horrendous. Your online banking sucks. I have to get my bank manager involved to access my checking account. The customer service says you have to verify your account at the branch. Seriously, I can access my investment accounts but not my regular checking account. No one asked for verification on investment accounts.

Bank managers are busy and I hate to impose on them for frivolous matters.

Please get your act together.

Saying 'due to technical difficulties some accounts cannot be accessed" for weeks is just plain ridiculous and some one has to look into this.

This bank is completely filled with illiterate employees and skeesy processes. They have had over $4000 of ours held up in freeze because a government issued check was deposited into my account and they said “ oh it might be fraud” since then I have had no communication, no updates, told I can’t speak to anyone, I can’t do anything but wait. This is complete [censored]. This has to be the worst back and I strongly recommend taking yiur money else where! They have 3 more days until they pass the 12 days and i’m starting a civil suit against truist for damages caused by there lack of care for their customers. I have been charged nsf fees from credit cards and other bills because truist locked our money for both accounts. This is beyond [censored] and we will never bank with this retards again!

Since the merger we have been unable to use our new debit and credit cards. I have been trying to make a loan payment for 5 days and they cant even find my account. On hold for hours at a time and they never pick up the call just disconnects after a couple hours on hold. This will likely cause me to default on a loan due to there lack of professionalism.

Since the final stage of the merge, customer service does not exists! Before the first merger update I could transfer funds from checking account to money account. After the first update, you had to call for representative which took up to 20 minute wait time. Now after this last update of system, if you call for a representative. at 8am , you might get an answer by 4 pm if you are lucky! Otherwise you do not get any body at all, just the repeating blaring music that leads to no results. If you do not fix this with in a week every that banks with you will leave to go to another bank that has customer service. I hate to see a bank that had great customer service BB&T to go to a bank that could care less about their customers. The tellers have to catch the {#^+ that runs down hill from corporate office! If corporate does not step up everybody will go to another bank that actually has customer service. The future is in your hands!

We have been loyal and extremely satisfied customers of BB&T for over 20 years, with checking, savings and investment accounts.

Since the Truist merge, I have had 3 incidences of automatic bill payments that have either not processed at all or processed over 10 days after the shown delivery date.

These have caused late fees, and reporting affecting our credit report. One payment was to the IRS for our Taxes, and the other 2 payments were set up in the Auto Payments/Payee that were not processed or deleted without my knowledge. The only way we discovered was due to the Late Fees and email from the card company.

I have also experienced unauthorized charges, from the same vendor/company dating back several months. I have attempted to call BB&T/ Truist customer service, spent over 30 minutes with an agent in the Philippines, was THEN transferred to a fraud department in the US, redirected to a different agent in the same fraud department who claimed she had to transfer me to the Fraud department? Over an hour on the phone and no one could assist me.

I will be leaving this bank and beyond frustrated with the level of incompetence and inability to resolve the issues, but more importantly I am leaving because I fear that these unexpected issues are not worth the risk of late fees/ credit report dings. I have no confidence that this will end up being a regular occurrence.

I have all documents to support.

Since the Merger with SunTrust the online banking has been quite annoying. I"m trying to make payments but it's "not working at this time, please try again later" Also, I went in to a branch yesterday with a question about something on my statement and the woman said "that is a SunTrust statement so I can't help you" Well SunTrust is gone so what am I supposed to do? The woman was rude and unhelpful

I've been trying to deposit a check with online deposit for a week or two. It keeps saying they are having technical issues and won't do it. I can't just drive to the bank at any point because I don't live near it.

After switch from Suntrust to Truist, Zelle is not working for me. Endless time on hold with customer service, they hang up after an hour of waiting, and when I finally get through they cannot help and just give me another number to call. Pathetic to say the least.

This has been going on since the switch from Suntrust, coming up on two weeks now. They advertise Zelle but are not supporting it, i.e. false advertising.

Truist is the worse bank when it comes to customer service. You have to be on the phone for hours to talk to someone. Some of the branch customer services individuals are rude. They scream at customers. Their APP and website is not working most of the time. I closed my account after I saw all these flows. I was Suntrust customer and it was the best bank now Truist is the worse bank.

On Friday 2/18/22 I went to the Truist Bank in Sugarloaf Pa, Lehigh Valley - 2811110 to do a money transfer. I was told the bank would know how to do a money wire transfer. I handed the paper to the teller with all the information as to where and whom the money wire was to go. The tell filled out the paperwork and asked me if it was ok and I said I guess, but I never did a wire transfer so I really don't know. He told me the wire transfer was approve, my husband and I left the bank around 2 pm. I received a call from the teller around 4 pm, saying I needed to come back to the bank because the transfer failed. I left my house and about 5 minutes later I received another call and said I would need to come back to the bank on Monday because the wire transfer place closed at 4 pm. I took the paperwork the bank did wrong and found someone who knew where the information should go on the form. My husband went back to the bank on Monday 2/21/22 with all the correct information written out on the paper the bank did wrong along with the paper with all the information regarding the person the money was going to. I looked at my account and seen I was charged $25 for the first wire transfer that failed due to the banks error, then I was charged another $15 to put the money back into my account and on Monday 2/21/22, I was charged another $25 for another wire transfer. The manager at that bank did the second wire transfer, however the wire transfer was to go to the attention of Donald and she put to the attention of Dolan.

A month ago, a Zelle transaction was pointed out to me to be fraudulent. It wasn’t, but I had sent it twice or to the wrong person or something. I don’t even remember now, and you know why? I was notified and I canceled the transaction. A couple weeks go by, and I need access to the app. It says due to suspicious activity, my account is locked. I try calling the number given, it’s disconnected. I give it a week, still locked, still the wrong number given to me. I try calling the 800 number on my debit card, no answer. I tried again later that week, no answer. Today I finally take time away from work to figure this out. Still locked I and still the wrong number given to me on the app. It’s disconnected. I call the other 800 number I find online, after 50 minutes I get someone. I explain the situation, they go to transfer me but give me a number in case I’m disconnected. They transferred me to the disconnected number. I try the number the operator they gave me, disconnected. I call back, wait 40 minutes, explain again, I get transferred but this time to a person. I’ve used up almost 2 hours of time I should be working at this point, so I just push 0 until I get an operator. I explain, she says she can’t help me, can’t transfer me, and that I have to call back and go through the prompts. Well, I did just that, went through the prompts, that was 2.5 hours ago, and I’m still on hold waiting to speak to a fraud specialist. I banked with BB&T for 20 years. If there was ever a question of a transaction, they texted me, and I just replied yes or no if it was me. I travel around the country for work all the time, so this happened often. They never locked my account. I don’t understand why a transaction that I was able to cancel can lock my account, don’t understand how you can have the wrong & disconnected number in multiple places (including with operators), and I can’t imagine ever letting any of my customers be on hold for 3 hours. If I didn’t use my online account to pay bills, I would not hold this long for anyone. BB&T was great to me for 20 years. It’s been Truist a few months and this is the worst customer experience of my life. I will definitely be switching banks. I also work in every state Truist operates in and will make it my personal business to discourage every person I meet to ever do business with Truist ever again. The end…except, unfortunately, not the end of me waiting.

03/02/2022

IAT PAYPAL SERGIO VEGA INTERNATIONAL ACH DEBIT

-$84.79

- view details for 03/02/22 IAT PAYPAL SERGIO VEGA INTERNATIONAL ACH DEBIT

03/02/2022

IAT PAYPAL EMILIO SUAREZ INTERNATIONAL ACH DEBIT

-$84.70

- view details for 03/02/22 IAT PAYPAL EMILIO SUAREZ INTERNATIONAL ACH DEBIT

03/02/2022

IAT PAYPAL MARIA ISABEL INTERNATIONAL ACH DEBIT

-$84.69

I have tried to call the fraud center was the phone two sessions of 4hrs each, today I have been on line 1.5 hrs still haven't reached an agent to file my claim What's going on with this dept.

Truist banking closed a BBT branch in Tazewell Virginia that’s been the for more than 30 years! Now I have to drive 30 minutes to Bluefield Va to do my banking where before I just had to drive 10 mins to town and go back home. This is unacceptable and many others I have spoken with are not at all pleased with this decision. You close a branch that’s local to people and force them to drive further when fuel prices are soaring!

Rude customer service agents on the phone and in person get rude unprofessional banker at the location in norfolk. Supposed to be a senior banker. People yelling at me. Not trying to help me a customer when I go in the branch of the bank.

I had auto pay thru BB&T to a storage facility. Needed them to send it by their check to the address of storage company. On the 4 th of each month after my disability check arrived on the 3rd.. When Trust took over all hell began... They were sending out 2 checks a month which caused my account to be charged overdraft fees.. This Bank said I scheduled it that way and for me to contact the storage company to get the check deposited asap! Unheard of! Customer service could not explain why this was happening and would not stop charging me the overdraft fees plus I had to stop the auto pay totally in order for them to not send any more .. in 7 months they sent out9 checks! I withdrew money out at a ATM with a + bal. They charged me overdraft fees for every transaction there after. I am in the red - $1096.00! I can not believe I am allowed to draw out money that they claim does not exist.. No bank allows this.. now my next disability check is gone leaving me with next to nothing to survive on! This is crazy! I have like 15 overdraft fees! I am so sorry for EVER joining w BB&T anyway..

I had my credit card from SunTrust with auto pay, all the balance was being every month, between $1500 and $2500. But last month, with the conversion to Truist the auto payment was deleted, no notificationto me.

My credit scores were always 780+ fico scores, I check all three bureaus monthly with my Experian Premium account. Today I got a notification from Experian of one 30 days late reported by Truist

The score dropped almost 100 points! And a balance of $4500+ on my card. If I don't have it resolved soon, I'm closing personal and business accounts and closing the CC

I have been with SunTrust since they bought Crestar who in turn bought Bank of Bethesda -- in all for over 50 years.

This merger is the worst thing I have seen. My Money Market account (because it is linked to a Trust) has not been linked to my other accounts and therefore I cannot see what is going on or have access to it.

This merger was announced 3 YEARS ago and yet they didn't take the time to look at what problems might arise - why? Now I understand they are looking at everything on a case to case basis, so how long will this take? When you go into Checking, it says no transactions for 30 days and yet there were transactions the day before.

This whole thing is a nightmare and I am just sorry I left my account with SunTrust -- I should have transferred to another bank before this all happened.