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

I actually worked for BB&T for 25+ years. Since the merger with Truist, I have tried calling several of my local branches to inquire about a loan that I have there. Nobody answers the phone (EVER). Each time, I get a recording and regardless of which option I choose, it goes to someone's voice mail. This is the worst customer service I have ever encountered. When I was an employee there, we had to answer every phone call within 3 rings and spend how ever long on the phone call until the problem was resolved. What has happened to the "best bank in town"? OH, that's right, it became one with Suntrust! I'll be closing my accounts immediately.

Suntrust used to answer. Any and everytime a call a minimum of an hour wait. I have never seen anything like it. TIme to switch.

Since the merger, Truist has rejected ACH payments made to vendors saying insufficient funds despite funds in the account. They have deducted "retry" payments from my account but the vendors state they have not received these payments. When calling customer service, I had to wait over an hour to be connected to a very rude agent who wanted to argue with me and refused to look up my account. She instead transferred me to the fraud department despite the problem being on their end. I don't have much faith that this will get resolved. My business needs to be reimbursed for the "retry" payments that have been deducted from my account but not received by the vendors.

I am officially going on the record here to tell Truist that the merger was one of the poorest operations in the history of banking and it is getting worse by the day. I will tell you why!

Calling Truist to speak with a live agent is damn near impossible without having to wait about an hour or so. What the hell are you thinking? Customers bank with you to have access to their deposits and other expected services yet all we get are lame apologies for long delays. In fact I hate to say this but you are now worse than Delta Airlines for hold times but at least THEY offer a call back service without a (VALUED) customer losing a place in the phone queue. Do you think that MIGHT be a good idea? Hmmm,,,,,,,!

Brainiac screw number two. When BB&T and SunTrust was merged into Truist, you reissued Truist VISA debit cards to replace the SunTrust (and BB&T?) Master card branded debit card BUT YOU NEVER ISSUED ANY NOTIFICATION THAT THE DEBIT CARD NUMBER WAS CHANGED.. All you did was place a sticker with a phone number to call to activate the new card.

Well guess what...what % of customers do you think noted that the debit card number had changed? Today I received an email from AT&T that my autopayment on 2/28 was declined. I called AT&T (they answered the call promptly...hint) and I was asked my if card was compromised (it was not), and then I learned from them that the original SunTrust debit card number was invalid!. I then manually provided the new number from the Truist card and the bill payment was successful. Do you realize how many auto-pay accounts will NOT go through dues to this change? Any clue how many customers will suffer late fees do your poor handling of this process? GET YOUR ACT TOGETHER and send a letter via US Mail to EVERY customer that was mailed a new Truist debit card to advise (warn?) them that they must manually contact every bill pay recipient AND how to correct the credentials on a home PC or cell phone BILL PAY via Truist to assure the proper debit card is now on file!

As stated, this merger was not well planned and you have done and are doing a monumental disservice to formerly loyal SunTrust and BB&T customers.

Ball's in your court. Do something to address these issues ASAP!

I'm a former Suntrust customer for over 20 years. I have successfully utilized Quicken with Digital Banking at Suntrust. Upon the transfer to Truist that service was blown up. Just spent the past 45 minutes on hold with the service agent telling me that I am not signed up for "online" banking. Time for a change.

03/02/2022

10:30AM

I’ve been on hold with truist for over an hour. I was just trying to conduct a zelle transaction and it kept failing. I’ve had this happen before with PNC and it took them 10mins to resolve my issue. I am a new Truist customer….only been with them for 3 weeks and I’m regretting it already. It’s TUESDAY 10AM…..where are all the custom service reps?

I have been attempting to receive the lien from an auto title from your bank for a week and a half. I keep being reassured it was mailed (as of LAST WEDNESDAY) and have spent hours on hold with customer service trying to determine where the title is. I get a different answer EVERY time. I satisfied my financial obligation and need to sell this vehicle and now I'm going to lose the sale because Truist can't send me a simple piece of paper. I was initially told it was mailed to me two weeks ago. Last week, they told me it was Wednesday. Still no title, no tracking number, and no legitimate offer to help (I even offered to pay for overnight UPS/FedEx). Whether it is lying or just blithering incompetence, I have never been so disgusted in a financial institution. Truist has totally screwed me on this. What do I have to do to get the document to which I am LEGALLY entitled?

I have had a SunTrust account for 40 years (former Crestar Bank). On 20 Feb, 2022 they merged with BBT. After 12 days, cannot get into my checking account, only seeing my former Money Market account, not linked to my checking account. I have gone into my local bank 5 times, called the "bank Manager" at least 6 times, called customer service twice to have my accounts linked. The local manager has told me "they are working on the problem", but is truly not "working" on my or other accounts that were in "Trust" accounts. On 25 Feb, the Customer Service agent helped me out to call, left a message with the branch manager to call to get the accounts "linked". I have had to call the bank to see if my checks went thru.

Please help me out...

Made $605.00 payments from Feb 3 2022 to Feb 17 and on 02/21/2022 was the closing date and minimum was $97.63 and was due on Feb 25. My mail arrived on March 1 and I called on this matter and was switch over to 3 different depts and no one could see this problem. I was also charge over draft on my checking in the amount of $36.00. Suntrust checking. I tried to tell each one minimum on Feb 3 in the amount $325.00 was paid from Wells Fargo check.

Had to wait over 1 hour on each call. No help at all.!

I have been on hold for hours with their only help line. I have to call them because that's their allowable contact method. All I want is to reset my password. I can't do that because the information that Truist acquired from Suntrust is inaccurate - except for my e-mail. I just want to pay my mortgage, and I can't do that without accessing my account.

I am absolutely livid.

I am in the middle of a refinance and need to access my mortgage statement.

I signed up for paperless billing, so I do not receive a hard copy in the mail.

I went online today, 3-1-22 and there is absolutely no way to access my mortgage account. There is a message saying it will be available 3-4-22 or 3-5-22.

I did not receive notification that this was going to happen.

I contacted my local branches and also the 800 number for the mortgage department. They also have absolutely no access to my mortgage account.

I can't believe it is even legal to completely stop all access to someone's bank account for a 5 day period.

If you were going to do this, you should have sent out paper statements regardless of the option chosen so your customers would at least have a hard copy of their own banking information.

If my refinance gets delayed because of this, I will absolutely leave this bank. I already might do that even though I've been with this bank for 23 years!

This is poor management and planning.

There is absolutely no way that this is the most effective way of this.

There should always be a way someone can access their banking information. At least have a way they can get a hard copy printed from the local branch.

Today, March 1, and I have called and am now on the phone for an hour waiting for the next CS rep. I no longer getting statements so all of my banking information was done on computer or cell. I am trying to pay bills and have not idea what had cleared, what is outstanding. I am very disgusted and will be moving all of my accounts.

I recently open up a business account with Truist in December 2021, I was approved however because I have a nonprofit I have to provide additional information to finalize my account. I finally got a appointment with one Truist however they stated they couldn't help me. So I went to another Trusit and the person I talk to could only take my documentation because they was busy. Well come to find out my business account was block. Something to do with my address as well as she stated the fraud department blocked my account because my SSN number was coming back under a couple of different people names. I sent in the paper work to fix the address and ask can I provide my SSN card, birth certificate, and passport which would provide proof of my identity. I was told no I needed to get a verification letter from the SSN administration. When I talked to SSN the first time they told me that they don't provide any verification letter and that my SSN card should work. I went back to the agent and she told me that was a untrue and I needed to get the letter. I finally talk to someone in SSN that would provide the letter but it's going on 2 weeks and still no letter. Now the agent that I was talking to have not been at work, I have talk to countless people and all they say is they can't help me hold on and then hang up the phone. The crazy thing I have a personal account with Truist so not understanding how proving who I am is so hard. This has been the worst experience and I'm about to take my business else both personal and business

My daughter's wallet with Truist/Suntrust Credit and Debit cards was stolen the night of February 19, 2022. Since this was the weekend of conversion from SuntTrust to Truist, none of the phone numbers for fraud claims were answered. However, the bank's auto fraud service did call our home number Sunday morning February 20 inquiring about a charge put on the debit card from a Walmart. We declined the charge, but the charge was actually posted twice to the account and remains. That Sunday a total of nearly $1,000 was put on the Debit card and the there were a number of charges put on the credit card as well. We called Monday morning February 21, but no answer at the bank. We called Tuesday morning, reached someone and put a hold on both cards. By then the debit card was changed over to the new Truist card and was no longer valid anyway.

After a week all charges remain on both cards with a credit from Walmart for 1/2 of one of the charges that hit the debit card Sunday. I then began to call to find out status of removing the charges on the card. I have been on hold now for three days reaching the occasional rep who couldn't help because the account was "Heritage Suntrust" and would transfer me to another number. After an hour+ on hold I was told it was a fraud issue and transferred to another number and then cut off. I tried again and was again transferred because of a fraud issue. The back and forth continues with no resolution and charges still on the accounts.

I have been trying to get my mortgage account statements online on the portal for a few days now. All I get is 'Statements cannot be retrieved at this time. Please try again later.' When I call customer care the wait time is 60+ mins. The call gets disconnected before 60 mins. All I want is my account statement and have not been able to get one for a few days. This is a complete nightmare.

I have been a customer of Suntrust/Truist since 1970. I now live in New Zealand and wanted to wire transfer some money to my New Zealand Account. After waiting on hold for 50 minutes, I ws told that I needed to contact the digital department. I Waited another 40 minutes and had to hang up. I decided to transfer by Zelle $6000 to my sons account in Washington. I did this on Friday, Saturday and Sunday (US time) as I was told you could only transfer $2000 a time with Zelle. Well the only was taken out of my account but it has not been transferred to my sons account. When I called today to see where it was, I was told I would need to be directed to Zelle (I waited 1hour and 25 minutes to be advised of that. I made the comment to the representative that I was speaking with that I could not wait another 75 minutes. I was on hold for another 2 hours approximately and eventually had to hang up as I had a doctor appointment. Needless to say, I am furious and my hands are tied. I can't find anyone who is knowledgable about where my money is and I need to make the transfer. I am even considering flying from NZ to Orlando next week so I can close my account but I don't want to do this until my $6000 is found.

Kathleen King

Email: [protected]@me.com,

After years of successful use of direct connect features with Quicken accounting software while under Suntrust, Truist has apparently failed in its ability to continue offering this service to customers. After an exasperating three calls to Truist tech support with holds over an hour, I was directed to a full voice mail, disconnected when placed on hold, and finally told the service isn't yet available after spending another hour unsuccessfully troubleshooting. I hate to move banks, but probably will if direct connect isn't restored soon.

I payed off my auto loan about 2 weeks ago. Ever since then I have been having trouble accessing my account. When I log in, it goes through the steps of logging me in, then immediately logs me out! This has occurred several times over the past 2 weeks, including today 2/27/22 at 12:30 PM EST. This is unacceptable because the payment has been subtracted from my paying bank and I want to make sure my account is closed out in a timely manner.