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

I filed a compliant 9/26/2021 and Truist responded with an email on 10/12/2021 from "CEO Line". They said that they would provide an update within 15 days. I am still waiting for an update! They also provided a contact at [protected] if I had questions or concerns. Well their website can still not show ant statements for my checking account which makes me driving to the bank EVERY month to get a statement. They have to print one to give me! I called the provided phone numbers many times - NO answer so I left a message with my name and phone #, NO call back!

I have been involved with BB&T since about 2008. From day 1 I experienced ongoing issues with money being withdrawn from my account without my authorization. At first, I presumed it was caused by my calculation error, and I removed my overdraft protection. I also started monitoring my account several times a day to closely assess my financial status for money being removed from my account; but the excessive fees (money) kept being removed from my account. I then cancelled my account with BB&T and started using SunTrust bank around 2019 for all my deposits and checking needs. I did not have any excessive fee issues being removed from my account with SunTrust until SunTrust started merging with BB&T; then the excessive fees and financial balance issues started reoccurring. My most recent excessive financial / fee issue occurred when I cancelled my overdraft protection with Truest / SunTrust, but Truest did not honor my stop date and my overdraft fees kept being removed from my bank account. I have communicated my concerns with a Truest representative, and I was told the representative will return my call with any answers. As of now, 100% of my wife's deposit was used to pay all overdraft fees, with an additional amount of money to be deducted from my retirement for more overdraft fees, on November 17, 21.

I fell victim if a fraud action on my personal checking account. I have take the necessary steps, in accordance with recommendations of your agents. including having documents notarized and returned. The fraud scam I got caught up in was partially my fault. My trust in human nature has been seriously comprised. I provided my banking information, to the 3rd party scammer, who claimed to be from a legitimate company. the funds deposited in my account were in a pending state, thus accessible. I purchased git cards as instructed and texted pictures of cards and receipts. I emphasize the funds were 'pending' when the gift card transaction were initiated. the loan was never funded. My direct deposit hit and Truist subsequently, collected the over drafted funds, amounting to over $2000. leaving me with the inability to pay rent or other bills. The account was closed by Truist.

This is the complete WORST transition process EVER! from the mobile app, to finding an actual branch to walk into ! How are we supposed to get any help when all the branches are either closed now or don't offer the service we are requesting ! Someone i know walked into a Suntrust bank to get a temp card & was told that only BBT does that but BBTs are closing all around us! So what is really going on?! Why is this transition so crappy!?

I just started a checking account and a savings account with Truist bank. Unfortunately I am unable to log in. When I put in my password, It changes to about twenty or more dots in the password box. Please correct this problem. I am a new member and I just changed banks. I do not want to have to change banks again. Thank you Michael Stabile

It's sad, how difficult Trust is making a simple form request be.

Called on the 11/9 at 16:00 and was told that I had to fax a formal request, and in that request I could specify it to be emailed to me (like every other form of commination in 2021) since individuals typically don't own a fax machine at their home. Request sent after hours, confirmation received.

Called on the 11/10 at approx 10:00am. Was told that the process doesn't start until 14:00 and I should call back at that time. Called back at 14:30 and was on hold for 30+ minutes. Decided to call tomorrow.

On the phone 11/11 at 10:45 was on hold for 35 minutes. Told that the office that does the loans is closed for the holiday. This is 2021 and Truist is a worth $199 billion dollars doesn't keep one person in office to process forms?

Every customer support person I dealt with wanted to pass the responsibility to someone else. There were no reference numbers, notes on my phone calls. I had to update everyone I talked to from square one.

Because of this companies incompetence, I was unable to buy a car on time.

Will be closing my accounts and never be using SunTrust Banks, BB&T, or any affiliated association ever again.

I received a letter asking me to call the fraud department or they will close my credit card account. I have called several times now, l end up hanging up because l am on hold for ridiculous amount of time, the least time l have waited is 41 mins. This is totally unacceptable! I do not have time for this. This is a horrible Bank. Never had this problem with BB&T

I have been trying to deposit a check using the app for over a week now. I always use this feature and recently it stopped working. I get the following message:

The service you are attempting to access is not available. Please try again later.

I have called customer NO-service 3 times today (on hold for a total of 2 hours) and all they can offer is ... uninstall and reinstall the app...which did not fix the problem.

The website is horrible, no way to send an email. And i called my branch and they are useless also. Told me to call customer service.

First of all, within the span of two minutes on the app trying to deposit a check, I lost $100 dollars from my savings AND checking. Literally out of thin air- no statements to show it, and absolutely no authorization! I took screenshots to show them. To make it worse I was not able to deposit my checks. I tried both checks 5+ times and nothing happened. I went earlier today to deposit another one and they charged me $20 to do it! What the hell is that about? This bank is ROBBING their clients! I am saying goodbye to these crooks ASAP. I suggest you do the same.

I opened a prepaid BB&T card it is linked to my eBay account. The card was mailed and even allowed ebay to deposit 4 deposits. Then my account was locked. I called and you have my wrong social security number, maybe it was a typo on my end but the account should of never allowed the deposits. I am working in Washington State and there is no branch near me. Customer service has not been helpful. I can send any documents or even go to a police department and get fingerprints to confirm identity. I needed to get to this money to pay my rent. Traci Gregory 363 riverside chase circle Greer SC [protected].

My phone is an LG Thinq, Android version 9. It gives me the option to sign in using biometric (fingerprint) sign in.

Sign in goes smoothly, but when I exit the Truist phone app, the "biometric sign in" window will not go away and the phone is locked until I restart the phone. I never had this problem with the BBT bank app. I have tried to log in with biometric fingerprint and with the password, and the problem happens regardless of how I sign in.

I also have the Truist app on my Samsung tablet, which does not have biometric sign in, and it exits properly without a problem. I have not noticed a similar problem with any other app or program.

Thank you. I look forward to hearing from you and resolving the issue.

Joe Bontrager
302.2453.2019
[protected]@gmail.com

My husband and I opened a new account with BBT Monday Oct 25 There was a fraud flag on my husbands name in regards to address. The lady took all the paper necessary to fix problem. By Tuesday the account was completely frozen due to fraud alert that was fixed Monday. In the meantime I had paid 2 bills via ach and card purchase that was returned this mornin. This is the 3rd day still being resolved putting us in a situation of bills being returned unpaid. Appears the lady we worked with could not answer any of it questions or concerns. But has been working hard to get it resolved. We called credit bureaus to fix their ends. I asked the lady about a card purchase that was returned what to do and she had no answer. Any fees we get for this screw up we will be bringing them to the bank for payment.

I'm a small Business Owner My Branch has cause me to loose a 100, 000 account do to me not paying able to pay my bills on time I would like my money released today I have sold the car already so it looks as if I have taken the dealers money. I need some on from BBT to help me this has cause all types on anxiety and to loose my customer is devastating. This incident just happen again on 10-26-2021

Alexis Simmons
[protected]

When it was BBT bank, I was able to set an alert for my credit card. When anything was charged on my card it would send me an alert telling me where and how much the charge was on my cellphone. This way I would know immediately if my card was missed used. It sends me a notification that the card was used but not the where and how much on my phone. It will send me an email with all the information. It sure was great to know when I am out of the home if my card has been used and by where. My card has been compromised a couple of times and had to get a new card. this was something that was really important to me so that is why I am asking can it be resolved. seems to me if you send out an email with all the information why not the phone like it was before.

Deposited a 401k check hold was put it called local branch spoke to mgr to verify funds which I have done many times ok I'll do it call you back didn't happen, was told worse cs funds available on 26th . Received note in mail due to several overdrafts in last 12 months 2.00 and 9.00 we will be placing extended hold on your check availability of funds 27th. No problem but wording basically says we gonna punish you.

Just checked my bank statements (On-line) and saw where "Truist" has been taking $5.00 out of my savings account for a so-called "maintenance fee"! I did not authorize this bank to take money out of my savings account! I am dropping these Tyrants like a bad habit tomorrow. BB&T was good, not the best but they never took money out of my account ever for a maintenance fee.
Truist? You can say "Goodbye to Hollywood" from this customer. You are slow, inept and taking advantage of your customers. I am done with you and so is my girlfriend as she also is pissed that you take $10.00 out of her account for a "maintenance fee"! You people need your heads examined. Good bye!

Tried to contact truist customer service by phone waited online, to log onto my Former bb&t account.
Couldn't log on. Called the blue ball office after a 25 minute wait trying to contact Truist customer service to no avil ?
Lady answered, immediately asked if I could hold, I said no. I guess She layed the phone on the counter or what not, then proceeded to do what other business was she had going before answering the phone?
Then returning, she attacked me saying I was yelling and gave me one option, to which was not viable for me a 71 year old disabled man, to come into office to log back into my account.
She then hung up on me saying I was not cooperating and "yelling" at her several times.
Then I calling back she obviously seen my number and again immediately verbally attacking me saying I was yelling?
She said several times there were only two people and they were short handed.
I then hung the phone up after getting no where with thus sad frustrated, sad representation of customer service.
My name is James D McLamb, my phone number is [protected].
I have been a customer of this branch of now Truist for over 30 years.
Was mortified how I was treated, by this obviously frustrated and overworked individual.
I hope this person is reprimanded at the very least, for this sad performance in every aspect of customer service, and the pitiful treatment of a customer 71 and disabled.

I am having a credit card payment issue that relates to two payments being declined despite enough available credit. When I contacted Truist via the phone number provided, a recording said the wait time would be sixty minutes (an hour) which is totally unacceptable and a waste of my time. I have been a BB&T customer for 50 years and have never had this problem. When I called my local branch, they could not help me either and were also told that the wait time for assistance was an hour. This is totally inexcusable and is all about Truist wanting to make more money without having been prepared for the merger. I will be removing all of my accounts from Truist.

I have a total of eight accounts there

I'm trying to run a store and they never have pennies and quarter's
What is wrong with your company?
I have business owner friends that bank at other banks and say they never have this problem

I reached out to Truist customer service department about an issue I was having with electronic banking. After a 10 minute wait, I was connected with a service representative. He was very attentive and tried to help, he understood my problem. Even though the application said I could change the order of accounts as they appeared, neither of us could execute it. He filed a request within the organization for clarity. I also mentioned I was having a hard time trying to link a missing checking account that is not showing up on my app. I was told I needed to be transferred to (Business Customer Service). So my complaint is simple, after 1 hour of waiting I hung up!