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

On Friday, October 15, I visited your bank on Johns Hopkins Road in Burtonsville, MD for the first time - intending to open an account and deposit a substantial amount of money in CD's. I went to the front counter and asked what the current cd rates were. The very unfriendly woman behind the counter acted like it was a hardship to find out this information, as did the other associates behind the counter when she asked them what the rates were. No one showed any interest in welcoming a potential new customer. I was not given a print-out of cd rates nor referred to a non-teller to discuss the options. Bad Bad Bad customer service.

Hi! Susan Henson, Milledgeville, Ga. In am writing because I understand that you will be closing a very busy Branch here in town. The one you are closing is on commercial side of town. All the Major stores are on that side of town! moving to the downtown area is a mistake! You will loose business. People who live on the north side will change banks before cramming into the downtown area.

I called in September to replace my husband's card # ending in 2180 and never received new card. I called card services and emailed documents to change to PO Box address. I even changed address at my branch yesterday . I am employed at Truist, Taylors branch, SC branch #8040116, For 34 yrs! I have called card services several times and still haven't received card. I'm so frustrated now. How hard is it to get a card?
Barbara Neeley
[protected]@ymail.com
Barbara.[protected]@truist.com

Truist... What did you do an easy to use BB&T on-line banking website? The Truist site is terrible.

After a horrific rollout during "transition" and hours to resolve sign-on and password issues we're left with the following? Examples:

Common Truist message when signing on: The service you're attempting to access is currently unavailable. Please try again later.

Paying a bulk stack of bills? BB&T used to let you prep bill pay in bulk, then Pay. Now Truist... One individual bill at a time? If you can pay in bulk it sure isn't obvious like on the former BB&T site. Ridiculous.

When making a transaction or transfer... I love the Truist message to me "Hang Tight". Juvenile. Welcome to Woke.

Lastly... Can't find any place to communicate ( by email maybe? - not "Chat") to Truist Corporate customer service with a complaint or suggestion.

I set up a bill to be paid . I have a conformation number ([protected]) Amount $55.72. To be paid October 1, 2021. Today I received a bill from merchant stating I am being charged a $30.00 late fee for non payment. I called merchant. Referred to bank. Called bank, on the line for one hour and 26 minutes! Am told I need to bring merchant bill to bank to recover the $30.00 late fee as payment never made. Drive 10 miles to bank. Am told they can do nothing, but give me a number to call. Go home and call. On phone for 46 minutes. Am told I need to fax merchant bill somewhere and that they will put a stop payment on check bank supposedly sent to merchant. For a fee. Now, I'm out the $55.72 payment, the $30.00 late fee and 3.5 hours of my day and nothing was accomplished.
How can this be ok?

This truist app is a TOTAL MESS, and that's being nice. I'm not rich, but I will take my money elsewhere.
This complaint app says my complaint is too short, so let's try this: who is working on the new Truist App? Do they test it before releasing it? I can no longer login to my BB&T App and now I can't log into my Truist App because I can't read the release I need to sign BECAUSE EVERY TIME I CLICK ON THE RELEASE LINK IT CLOSES THE TRUIST APP. Get it fixed or I will send a complaint to the US Treasury..Is this complaint long enough now?

I am unable to gain access to my online account, formerly BBT, now Truist. Horrible. I can't take any further steps online to access my accounts unless I sign a Disclosure and Consent to Use Electronic Signatures and Communications. I feel if this is the case, I'll have to go through the excruciating and time consuming process of changing banks. Never had ANY issues with BBT. Very dissatisfied and upset.

I spent an hour on the phone with customer service this morning. After resetting account and password I am still unable to get into my account. My husband went to the store and his card was declined. Customer service said it did not Exist. It has been the same card for seven years!

I got a car loan with BB&T in October of 2020. No problems with the BB&T site or with making my loan payments online. This month when I tried to make a payment it kept transferring me to another page which wouldn't load ad. I called and after about an hour on hold I reached a really helpful rep who took my payment and transferred me to the mobile banking help. She also gave me a phone number for that division. After another hour on hold I reached someone who gave me a temporary password which only led me to another blank page. She transferred me to the tech unit where I sat on hold for another hour and then I got disconnected. I'm also not able to accept my former Suntrust account. I don't have 3 hours a day to sit on hold with no results. This is the most disorganized changeover I've ever experienced

I've borrowed money from this bank had checking an savings at bbt. I don't have an account there right know. They charged me 8 Dollars to cash a check from bbt. Crazy won't be doing any business with bbt anymore.

Two days ago on Sunday, I tried to access my bank account. I was formerly a BB&T customer, and I get over the weekend, they changed my access to my checking account, and I have tried several times to get assistance in getting my password changed! Tried several times and the system kept saying that a code was being sent to my phone, but it was to a number that wasn't mind! 'Then I called in to and reached an automatic system, that said it was sending a code the number I called in with. I never received the code! Then I called the banker Jessica G, after trying to transfer the money from the checking account, that was linked to my BB&T account. That worked, but I could only transfer $5, 0000 at a time. So I called Jessica and asked how could I transfer all of my money out of Truist! I was told I had to go to the bank office and do the transfer. Since I have new Gout issue, I can't go to the bank, and I was told that was the only way, and that I could only transfer $10, 000 every 30 days! I think that TRuist is a HORRIBLE bank! I have been on hold for almost an hour, trying to get someone to help me get access to my checking account and NOTHING! The repetitive phone message has stopped, and I am still supposedly on hold. I need help! What a crappy bank!

can't open pay bill on line, and on the app on my phone only loaded my payee's up the C's. I was told by tech support it would be fixed Sunday morning by noon, it has not been fixed and now I'm on hold again for over an hour again. I can't pay any of my bills! or check on my bills! I was checking on a returned check from my HOA and now can't figure out what's going on because I can't see my payee's. When will this get resolved?

Cannot access our BB&T accounts. Will not accept the passwords we've been using for years. Called the office...says they are closed.

What is going on?

I started on Friday trying to change my password so that I could get into my account and send my grandson his birthday gift. I tried most of Saturday and Sunday with no success. Twice I got through to a human only to have the line go dead. Or did they hang up?
The first person I spoke with told me that my ID needed to be all caps. Then she said I did not have an account. Then she transferred me and then the phone went dead. The second person I spoke with tried to talk me through changing my password but I received an error message telling me to try later. Then the phone went dead.
This morning I was finally able to change my password but when I got on the Truist site I had to read and agree to two articles. Each had a check box yet when I clicked in the box nothing happened. I finally just hit next and I was able to go to the second document and click in the box. The box still did not show a check mark but I was able to continue. Then I went to Zelle.

Zelle payment failed and I was given code BBT084038607. I called and at the 26 min mark the sound stops but the phone is not disconnected. I waited until the hour mark and then hung up and dialed back in. Same thing happened again. At 26 min the sound stops but he phone is not dis connected.

Never had any problem with BB&T app but the Truist app is terrible! It freezes every time I click on my account. It is useless cannot explore my accounts as I was accustomed to doing. If this is the best you can do I will be looking for a new bank. Very disappointed I have been with BB&T for almost 20 years and hate the change but I do all my banking on line and since the merge and becoming Truist this new app is unacceptable!

Called with a simple question. They make you jump through hoops to even get the option to speak to someone and then having been told my hold time was 2 minutes, i hung up after 40!

Have been trying since Jan 2021 to get 3 investment accounts transferred to a new firm. After multiple delays and miscommunication and advice by Ed Kenney requested file be turned over to someone higher up in wealth management division. Concerns were escalated to Sr VP Scott Lane on July 9, 2021 to help get transfers moving. Was told by Scott Lane that he would be directly responsible for my account in overseeing the timely transfer of funds and that he had an assistant that would help so should be no lack in communication. After numerous directives to finalize the distribution of funds, last being July 14, 2021 directly to Scott Lane, the final funds have still not been transferred. Was told via email that funds were to begin transferring on Sept 2, 2021. On Sept 21, 2021 learned that funds had not transferred. Mr. Lane responded after several emails that funds resumed transfer on 9/27/21. Sent follow up emails on 9/28 and 29, Mr. Lane responded on 10/1 that all had been transferred. Inquired 10/5/21 as no funds received and Mr. Lane replied funds started transferring again on 10/4/21. Truist has a fiduciary responsibility to perform in a timely manner in regard to directives regarding disbursement of stocks and bonds; and to communicate in a timely and effective manner. As this account had to be escalated to Mr. Lane with the clear understanding that time is of the essence, it is unfathomable that I am still having to have the new investment firm and heirs reach out to Mr. Lane in order for there to be an action on the part of Truist in facilitating the transfer of funds.
As this transfer has taken over 9 months to complete it has cost the heirs and the Trust $17, 910.00 in higher fees than those charged by the receiving investment firms, $10, 442 this quarter alone.
Respectfully requesting 1) refund of overcharged fees in amount of $17, 910; and 2)expedite the remaining account(s) funds to heirs.
Acct #'s [protected] and 3649.

I signed up and was able to see my account, last week. Now says my information is not correct. I can not open my account

September 30, 2021
Truist Bank, 100 E. 2nd Ave, Rome, Georgia 30165
RX: complaint of staff (Madison Williams, Hayley Bennett, and Christine Brown)
On Thursday September 30.2021 around 10 am I went into the Truit Bank in downtown, Rome, Georgia to see about getting a check deposited. The check was made out to the estate of Florence Ansley. Mrs. Ansley had died in May of 2021. She had an account for over 40 years at the bank. Infact, her brother n law was president of the bank at one time. I have had an account there since I was 16 years old.
I came into the bank and went into an office and I did not get her name. She did not give me a card. As I set in her office waiting till she got my information pulled up on the computer. I causally asked her about the plexiglass hanging in front of her. I asked her if it was bullet proof and she said no. I then said jokingly that one day the way the world was going it might need to be bullet proof and she smiled. A while later she called the manger in for she did not know what to do with the check. The manager, Hayley Bennett came and said I would have to take it to probate for them to oversee the check and approve it. I told her we did not go through probate. My mother was 95 years old when she died and we settled her estate at the house. She still would no cash it. It was a check from USAA for left over insurance money.
I went home and got the death certificate and will and I took it to the probate office. It was going to cost me $150.00 to open up a probate account. I turned around and I took the check to another bank and the let me deposit it.
I went back to Truist Bank and a girl name Madison Williams approached me in the check cashing line and asked me infornt of all the other people there what my business was in the bank. I told I would be delight to tell her in her office. Wht didn't she just ask me if I needed more than a check cashed to come into her office and she would help me. She was rude and this is the 2nd time she has been rude to me and I have seen her rude to other people. She is rude because she has no public relation skills. I went into her office and she could not help me so we walked over to the managers, Mrs. Bennett's, office. When Madison Williams left Mrs. Bennett office I told Haley Bennett how rude Madison Williams was to me . Mrs. Bennett said she does not want to hear anything ugly about her staff. In the past 2 years to 3 years they have a big turn over in staff.
I left her office, obviously she could did not have enough skills to just say I hear you and I am so sorry that one of my staff acted that way, I will address that issue. It was obvious that Mrs. Bennett has problem dealing with clients. After all, client's keep their money in the bank where she works.
I left and came back later to ask for her name and Madison Williams name and the person over them. Ms. Bennett gave me the information and her boss's name's Christine Brown.
I walk out and within 5 minutes Ms. Brown had me on my cell phone. She was offensive from the start. I told what happened and she did not answer me. She proceeded to ask me if I had asked one of the workers about the plexiglass at her desk. I said yes. She asked me if I had asked if it was bullet proof, and I said yes and then she asked me if I had said one day it might need to be bullet proof and I said yes. Then Ms. Brown proceeded to tell me I had 30 days to clear out my account.
I called BB&T/ Suntrust in Atlanta [protected]). They listen and said a Mr. Garcia was to call me back. He never did.

We went to the office in Lexington no 2 weeks ago to apply for a loan it took 2 days to get it done and my boyfriend missed 2 days from work because of it. We were told 6 different times that we had the loan we had turned in all the information that they had asked for including check stubs the second day we went to finish the paper work and all that was left to do was to print out the checks and the girl that was helping us had already completed the checks and was getting ready to send them and at the last minute they declined the loan after my boyfriend had missed 2 days of work and had been told that we were approved 6 times and not to pay on the bills that we were getting the money for that the bank would send them the money for them which also caused us to have late charges on all of them if they had told us from the get go on the first day he wouldn't missed 2 days of work and we could have went ahead and paid the bills so they wouldn't have been late they waited till after we had been approved then told us no they had all of the information on the first day we went