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

Recently, nearly every time I try to make a transfer from credit line to checking account with on-line banking, I get a bogus message "correct highlighted field" when no field is highlighted, and am unable to process any transfer. Most recent, 5/20/2023 at 05:15 am. This issue has only appeared in the last few weeks. If it wasn't broken before, who messed with it? Who failed to test any changes properly? This portion of your website is almost constantly inoperative. Failure to complete transfers can result in auto transfers which incur a fee. Are you greedy for the fees, or do you just have incompetent web IT staff?

BB&T was great. Truist service since the merger is much worse, mostly related to IT.

I completed a mobile check deposit to my Truist checking account on the evening of Tuesday May 9, 2023. I received text confirmation that the deposit was accepted. On the morning of Wednesday May 10, 2023 I attempted to access my online account information and was unable to log in. I attempted to visit a local ATM and my debit card was not recognized. I contacted Truist Bank and spoke to a gentleman who told me that the check I deposited had a 7 day hold placed on it. That still did not explain why I could not access my online account information or use my debit card. I was transferred to 2 different departments and spoke with 2 different people who could not explain the issue to me or offer a resolution and stated that I would need to visit the bank in person to resolve the issue. I was unfortunately working out of town at the time this occurred and was nowhere near a Truist Bank. As soon as I returned home from my work trip (Friday May 12, 2023) I visited my local Truist branch. I explained the situation to the bank rep and presented him with the physical check that I deposited via the mobile app earlier in the week. He attempted to unlock my account but stated there was a note on the account prompting him to contact the fraud department. He called the Truist fraud department and placed the female rep on speaker so that both of us could speak with her. She was extremely rude and unhelpful. She explained that the check I deposited was returned as fraudulent which placed a mandatory 7 day freeze on my account. I told her I understood that at times banks place holds on checks to verify the accuracy but this did not explain why my checking account access was frozen as well. She could not give me an explanation but told me that, after the 7 day period, I would need to call the fraud department and ask them to initiate an investigation and within 24-48 hours they would be in touch with me if any additional information was needed. She suggested that I call my employer and ask them why the check was returned as fraudulent but admitted that this would not resolve the issue any faster. I have been with the same employer for over 20 years and all of my direct deposit and other checks are issued from the same bank. I asked her how I was supposed to access the funds in my checking account aside from the check in question. She told me I could not. I asked her what would happen with automatic drafts/payments that were upcoming. She told me she could not guarantee they would be paid since the account was frozen. At this point I have had 4 automatic drafts attempted to be collected from my account and were unsuccessful due to the account being frozen - my car payment, cell phone payment, TV/internet service payment, and a medical bill. My entire life has been disrupted by this issue. I am incurring late fees for the payments that cannot be collected from my checking account. I cannot access money for any daily expenses needed. I did call my employer who informed me that the check has already cleared their bank. So the check is not fraudulent and the funds are sitting in limbo for 7 days plus whatever amount of time Truist chooses to take to "investigate". This is the most ridiculous and life-disrupting event I have ever experienced and no one at Truist to this point has been able to assist me in resolving this issue.

*Thursday may 4 my employer handwrites me a bonus check on the company account...this check exceeds my current available funds in my checking account. I deposit the check through the app around 4:00 pm

*Friday may 5 at 7:00 am my debit card is declined when paying for breakfast. I immediately call the "844" number on the back of the card. They informed me my account was locked down and to call an 800 number with a Case Number that I am given. At 8:05 am I call the 800 number and give them my case number. I am informed I will no access to my account for 7 to 10 days until the check clears. I request the ability to access My Available funds and I understand the check needs to clear the electronic process. I ask for a supervisor and I am denied that access. I want an explanation of why I can't access my available funds..I am advised that I might can gain access to my available funds if my employer goes to his bank and has them write a letter (and have it notarized) that the bonus check is legitimate and cleared their bank at midnight on Thursday night / Friday morning. Once I have the notarized letter from my employers bank containing all of the above information,I take it to the nearest Truist branch and give it to the branch manager. The manager can easily send the document to customer service and my case manager. My employer does it as a favor to me. At 4:30 pm I call back the 800 number with my case number and ask for an update. This phone call lasts 1hour 37 minutes. After much back and forth, he informs me that the earlier instructions I was given are totally improper. The ONLY solution is for the check to clear and I can access MY money ...7 to 10 days. I inform this customer service agent that I will be receiving a direct deposit from my employer / normal paycheck on Thursday may 11 and that will happen before the 7 to 10 day window. Will I have access to my paycheck? NO, not until the handwritten check clears. As I have been told, my account is locked down.

So,I have money in my account that is absolutely available to spend.

I deposit a legitimate check AND I don't request the use of those funds until it clears the proper channels.

Ultimately, I am asked to not contact the customer service department any further. The matter will resolve itself in 7 to 10 days. During this long day, Friday may 5, my father suffered a stroke and I can't travel to be with my family, because I can't access my AVAILABLE funds.

I am a long ago contract holder of a savings account which began with the then citizens savings bank of forestville/district heights/prince George counties, Maryland. Area code ;20747. My last known address was at the corner of the then silver hill road and Pennsylvania ave apartments, right next to the adjacent high school parking lot. The apartment's name has changed, but the address, which to my best recollection and last investigation, is still the same.3510 pen book terrace? I reported the bank fraud to the local authorities and the wash'DC and Maryland field office FBI, The Maryland comptrollers office. When I last spoke to him and gave him my social security number did a state and federal each and he said that my monies has not been turned over to them for dormancy. So my funds should be actively out there in some other bank gaining interest, unless some kind of bank crime has happened. All of my earnest inquiries have yielded no gainful information so I am now assuming that the worst has happened? I am searching by my fingerprint, my password, my last known mailing address.407 brookside boulevard. Richmond VA 23227. My account number is being suppressed from my memory and all of my paperwork. Monthly balances, etc. have been stolen. As the result of a continued criminal enterprise conspiracy to defraud me of my funds by a cladistine mob of criminals. Computer piracy, etc. Please return my funds. Please stick to their policies governing tour employment:the ethical standards of employee conduct. Nondiscrimination against customers, etc. Your master files should ordinarily retain all of my personal information or are in your archives.

Approximately 90 days ago, I opened a personal checking account with Truist bank, using the promotional code CHKQ123TRUIST1. The promotion offered a $400 bonus to customers who opened a new checking account and completed two direct deposits. I called Truist on 02/11/23 to verify that the code was entered and that I would receive the bonus if I complied with the terms. A supervisor assured me that the promotion was applied to my account, and I had nothing to worry about. Based on this promotion and assurances, I maintained an account in compliance with the terms of the promotion. However, on 05/03/23, I called Truist to find out the status of the account. The agent transferred me to a supervisor who informed me that the promotion was not applied to my account, and there was no way to get the promotion that was offered, despite me opening and maintaining an account in good faith. I believe that Truist's failure to honor the promotion is a clear case of false advertising and is an unethical way for the bank to take advantage of its customers. I opened an account with the expectation of receiving a $400 bonus, and Truist's failure to honor the promotion is a breach of their agreement with me. I plan to escalate this matter to higher management within Truist and request a thorough investigation into the matter. I will also file a complaint with the Consumer Financial Protection Bureau (CFPB) to ensure that Truist is held accountable for its actions. Finally, I am considering closing my account with Truist and taking my business elsewhere if I feel that I cannot trust the bank to honor its agreements.

They will not help me regarding my dead mother's account, which is a trust account, and there are three of us trustees. I have a will, trust, death certificate to validate my identity and relation to the deceased and the account. I called Truist customer support and was told there is nothing they can do for me. They gave me no help, no ideas, no suggestions. WORST. BANK. EVER.

STAY AWAY FROM THIS BANK!

I recently had an unsatisfactory experience while opening a checking account with this bank. I would like to share my story to help others make an informed decision.

I recently encountered multiple issues while opening a checking account with Truist Bank online. Initially, when attempting to create an online account, I encountered technical difficulties that caused the screen to freeze. After repeatedly clicking the button, I was blocked from accessing my account. To verify my identity, the bank requested that they send me a text message, but they were unable to use the number provided as it was registered under a business account. Despite explaining the situation, the issue persisted until I provided a different phone number.

Unfortunately, my issues did not end there. When I attempted to log in to set up direct deposit, I received a notification that my account was blocked due to fraudulent activity. I was directed to visit a branch for further assistance, where I was informed that I had two accounts that were closed without explanation. The branch representative instructed me to wait for ten days before calling to request the return of my funds.

While I understand the importance of security measures, I find the handling of my situation by Truist Bank to be unacceptable. If the bank closes my account, I expect to receive my funds immediately. Waiting for ten days to request the return of my funds is unacceptable. I would like to caution others who are considering banking with Truist Bank to be mindful of my experience. They don't even deserve my 1 star.

After setting up an account online last night I got a Zelle payment that I was able to accept with no problems. When I tried to send the payment with Zelle however the payment was placed on hold. I called Truist and was told I needed to answer verifying questions which I did and I know with absolute certainty that they were correct I was told that didn’t work and I was gonna be transferred where I could provide two forms of id to verify and that my Zelle payment would be cancelled and sent back into my account. I agreed and then I was hung up on. I tried to log in my online account and it said that I was locked out due to security restrictions and to contact customer support. I once again called customer support where this time I was informed that my account was locked out due to me needing to go to a local branch in person to verify myself. However, the problem is the closest local branch to me is 315 miles away if I was going to be required to go in person to a local branch that is 315 miles from the address to which I applied for the banking account online with, I feel like truest bank, should have denied my application for an account due to me, living too far away from a local branch however, I was given access to an account which I placed money into the account, and now I’m being told I can only retrieve my account if I visit in person 315 miles from my residence

On or about 4/20/23 my personal account was compromised, It was reported on or about 4.21.23 I was told that it would be 7 to 10 days and i would be able to receive an update. On 4.27.23 i called the 800 number [protected] opt 3 and then opt 1) I find out that Truist, has closed my personal account and my joint account. The joint account had NOTHING to do with the other account.

On 4,26.23 Truist Stole from me $1260.00 , Then on 4.27.23 they Stole an additional $600.00 At NO time did Truist notify me of this, When i called and spoke to the rep, the answer i received was, We are sorry, we cant help you, I asked for a supervisor or a member of management. I'm told, no one is there from management, and i was hung up on, Second call, explained everything again, Similar, Asked again for a member of management, I was told 24/48 if they want to call back. I was a customer of SunTrust / Truist for 19 years, with no regard whatsoever to be treated like we are nothing is just remarkable. I will Never do business with them again, I will recommend anyone to do business with them. I just opened my own company , i was going to open a business account with them . that will not happed. 19 years. to be treated as

they way i was, unprofessional. I believe the bank is also insured ( FDIC) to retrieve there funds and not steal from a working class family .

Call me at [protected] unless your department does not make calls either.

Also filling a complaint with the banking commissioner

So far, only negative experience: customer service is slow, not knowledgeable (gave me the wrong fax number for PMI removal, twice), online in 2023, there is dated information from 2022 advertised (wrong mailing address, wrong fax number)

As a result, I overpaid PMI for 3 months already and counting, causing them to steal from me ~$450 and counting

Check the currently advertised process of cancellation of the PMI. Neither the fax number nor the address is correct. This is misleading to customers, causes delays, and loss of my money.

My car loan was paid off and they kept cashing checks from an autopay that needed to be turned off. Once I realized they it was not deactivated I noticed that Truist had cashed 5 more payments and not refunded the money. I called and called and finally was told to email a certain department the cancelled check from my bank. I have done so and it has been months ( since December 2022) and I have not heard from anyone after repeated emails and calls. They owe me over 2000.00 and I am getting more furious as time goes.

My local branch in Damascus, Va. was recently closed. The ATM was removed as well. The branch is Abingdon is way out of my way as well the ones in Chilhowie Va. and Bristol Tn. I have to pay ATM fees to use other banks ATM's.

I am sorrily disappointed in the closures. As it is a hardship on a lot of people in this area.

At least you could do is put an ATM in Damascus that withdrawals and deposits can be made by your loyal customers.

My email: [protected]@gmail.com

Regards,

Melinda Lewis

First of all, thank you for accepting my complaint. Truist closed my account for fraud, yet they denied

all the fraud and errors on my account. On 2/6-2/8 there was fraud on my account as I was only able to

withdraw $100 that I transferred from the 4825 account to my 9112 account, yet they denied all of my

claims by stating I withdrew money from the 4825 account, there was no way for me to withdraw the

$200 that I left in that account because I had no card for that account, Truist never allowed me a card

for that account and I tried to get a card for that account, but they never would allow me a card, so any

transaction I done from that account was a transfer to the 9112 account and the only reason I opened

the account was because of a $200 promo that I never received, for opening the account. For the error

on the account and the promo I never received credit for, they owe me $400.

Now far as my refunds that Mrs. Samantha Fulghum so boldly stated as if it is against Truist policy to

do was accept closed accounts refunds, since she obviously has some internet issues cause I have

emailed her this several times but her internet issue has prevented her from responding, she obviously

forgot about Truist rules and policy which was Truist would never accept refunds for a closed account,

which is not true first of all Truist accepted all my refunds to an account that was not mine and has been

closed since 2017. After researching Mrs. Fulghum doesn’t want to admit but it started with a owed

amount of $280 which now has balance of $190 or less because they have taken my refunds and placed

them in a BB&T account that I was never told about when I had on open account in 2023, nor have I

received any information about this account in [protected], no letters no nothing but they took my

money which she states they don’t do, yet they applied to this account and this money should have

come to me as a check or it should have been sent back to the merchant, now that I know Truist has the

money they need to be sending me a check for whatever refunds they have issued to a closed account

cause the only refund that I received was $16 refund none of the refunds that they have taken from

merchants and told me that they sent back to the merchants but in reality they applied them to closed

account, without my permission, basically stealing my money, and lying to me telling me the money was

sent back to the merchant instead applying it to a 2017 BB&T collection account and I would assume the

IRS don’t have any idea how this bank is scamming people with their tactics or even fraudulently

applying money from Truist account to BB&T accounts that are not that persons account, which sounds

like fraud, or maybe there is a another name for it, or even filing chargebacks with Klarna 2 months after

my account was closed, and haven't sent me a dime of the money and I will include Klarna email since,

the documentation king Truist failed to send me any documentation of the refunds they took, nor did

they send me any documentation to a 2017 account with BB&T that I never owned cause I would have

been disputed it and also they even had the nerve to create fake documents bonding me to the account

yet I have program that is used to spot fake documents and it also tell me the date they created the

document and it me who created the document, so the signature card they created from 2017 was

made in 2023, it is a fraudulent document, and still haven't received any thing stating they even

accepted the refunds if I went to my local bank they would tell me the refunds were sent back to the

merchant, just lying to me, and that was $200 in refunds or more, they applied to an account that was

not my account, so with these issues, and compensation for late mortgage and insurance cancellations I

see that they owe me between 1500 and 2k...Feel free to contact me cause I am here to provide any

answers to any questions you have thank you and I have enclosed some very important documents.

Also when I first began with truist, they refused to dispute the fact that I had auto insurance with state

farm, and they were allowing Progressive to take money out my account when I was already paying for

an insurance policy with state farm so I was paying double for insurance and they would not stop

progressive from taking from my account I tried to dispute even faxed and emailed them the documents

that progressive had cancelled but truist were still allowing them to withdraw money from my truist

bank account over $500 worth of payments and refused to stop them from taking from my account also

refused to dispute the situation...also I have mailed these several times to different truist departments I

can't continue to mail these it's costing me for shipping especially when truist has my money that has

not been refunded to me, or I need email address’...and that definitely brings the total to over 2k I am

owed...

I closed my safety deposit box at a local BBT (now Truist) branch in McLean, VA 5 years ago, but have been being charged $40/year, apparently, ever since. I just realized this and contacted my Trust branch which tells me the box was never closed and if i wish to close it (re-close it!) will have to return the keys and file (refile!) paperwork at the branch. I returned the keys when I closed the box years hence, and Truist tells me in that case I have to pay $150 for the "lost" keys. I didn't lose the keys! I surrendered them when I closed the box.

I requested to have my GAP canceled on 9/26/22 and I have paper work and proof of the check being sent and arriving at Truist. After 3 months of waiting I decided to reach out to TRUIST with no avail.

The first time I called I was informed I needed the check number for them to track it.

The second time I called with the check number they stated that they cannot reach anyone in that department, but they will leave a note on my account and I should call back the next day.

I called a third time and they said there was nothing that can be done on their end because I had to wait 3 business days for them to look into it.

The fourth time I called they said that no one has looked into it yet, but they can leave another note on my account and I should wait 3 business days.

I opened a business and personal account at the truist bank on SR54 in odessa fl, I tried to open an account on line but when I got tot he point where you had to make a deposti the program would not work. I told this to the BANK MANAGER when I went in to open accounts, He did not know how to proceed with the account i tried to open on line and he did not know how to delete it either. So the following day I went on line to log into my new accounts I only saw 2 accounts one was the personal account and there was another account which I ASSUMED WAS THE BUSINESS ACCOUNT. So I hooked this account up with my quickbooks, WELL this was NOT my business account this was the account the bank MANAGER did not know how to get rid of!and quickbooks started to try taking money out for cc processing so I started to get overdraft fees because I had NEVER funded this account! Truist would not do anything about this and the bank manager acted like he knew nothing about it and it must have been someone else I talked to , HE WAS THE ONLY ONE I TALKED TO. So now there is $288 worth of overdraft fee on this account . I will not pay them the account can sit there in rot for all I care. This is disgusting that I am being charged because their BANK MANAGER DIDN'T KNOW WHAT HE WAS DOING.

I arrived at 8:50 am & waited patiently for the branch to open. At 9 am, Erica Ledee unlocked the door & let us in (there was another man who came in behind me). I clearly vocalized my reason for being there. Erica rather curtly told me to take a seat & that either she or another person (Deann?) would help me. Deann came out of her office & asked if someone wanted a CD & proceeded to wait on the other man.

As I sat there waiting, I spoke up & said that I didn't understand who or why I was waiting. I reiterated the reason that I was there. Erica told me that I should have spoken up & I responded that I did. This should've been very evident; she unlocked the door, I was the first one there but not the first one to be waited on. I observed that her Erica's title was 'Relationship Manager.' Clearly that is not her strong suit.

I've been banking with Truist for over 50 years dating back to a time when it was a small local bank in Arlington, Virginia. Today was the worst experience I've ever had with the bank. Terrible. Inexplicable.

I have and issue where truist bank closed my account fraudulently been taking my refunds and applying them to a collection account that is mine, they denied claims that should have been approved they closed my account fraud and denied all the fraudulent activity that was on the account they said it was a executive decison to cancel the account then account manager called me to sign to change to another account atleast i thought he did then they cancel my account from my own signature then after beign with them for 1 year and half account closed on 2/13 then for 3 weeks they tell me my refunds that i had been expecting to come to me as a check they tell me the refunds are with the merchant, merchant who is aliexpress say no arn leads to truist, but truist rebuttals they can look up arn number, last week they finally tell me the truth and say they been applying my refunds to a old account from 2017 i tell them SC stautue of limitation on debt and they ignore me i tell them the account was closed and their policy is they can take from a open account they still ignore me now they claim i have a signature card that will justify me having a old BB&t account i tell them now so later i check my email and they have sent me a copy of each document one is supposed to be from 2017 the other 2023, when i look at it, neither were mine then i look at the signature on the 2017 how the signature is like is on a straight line thats is invisible and the dates all correspond on the bottom of the page them i research how to find out what program createde a document and needed to the dates and look what i found the 2017 document was created on 3/15/2023 at 4:59 from Microsoft program that is used to create fraudulent pdf files and for the 2023 document which was created by the same author a few minute later they fraudulently created fake documents to make it look like I signed for this old account attempting ot match my signatures they copy and pasted on a document in their greed to make me pay a collection that i should not be paying,,,i need a attorney thats hungry and ready to get even richer

Around the end of February 2023, I contacted Truist bank concerning a check that my mother had written in 2016 (BB&T). She had used the check for a deposit on an apartment in an adult living facility in Buffalo, NY. Following her death on December 06, 2022 my family expected to receive this deposit money back. However, the facility is claiming that they never deposited the check so there is no refund of deposit to give us. I called Truist customer service who directed me to a local branch in Clermont FL, who directed me back to customer service who then transferred me back to the same branch. I simply want to know what I have to do to see if the check was cashed or not. I have a copy of the check and I am willing to provide what ever type of verification that I am required. The people I spoke with were not able to tell me what I need to do but did direct me to a website called Bankvod which is not associated with Truist bank. I would appreciate any help that you can offer.

Steve