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

Truist has charged me excessive overdraft fees. Instead of declining the purchase or notifying me that my account was overdrawn, I was charged 11 overdraft fees in 3 days, 6 on one day. When I asked if the fees could be diminished or waived I was refused.

I have a business checking account so I cannot opt out of overdraft fees. I paid $396 in overdraft fees this month.

Once before, when my account was overdrawn I was charged $36 overdraft fees for multiple purchases of .35. Each .35 purchase was charged a $36 overdraft fee.

Opened new acct 11/1/22 at branch called for assistance with mobile app 11/2/22 was told acct placed on hold for possible fraudulent ck deposited transferred to fraud department was told to wait for ck to post to make a claim so I would not be held responsible was told to call back 11/ 7/22 made claim sent back to fraud department said hold would remain until check was returned called back on 11/8/22 check on progress was told takes 7 to 10 business days called back 11/9/22 was told account was closed by analyst I have never spoken to. I had not even set this account up done anything when I asked if I could speak to someone was told NO I did not have a chioce I asked about my money that I deposited to open a checking and savings was told they would have to put in request for it would take 24 to 48 hours. Is this how you treat customers? Obviously a mistake was made somewhere now I do not know what to do?

Jeanne Taylor

In August 2022 someone withdrew $1,100 from from my account.

After numerous phone calls sometimes daily and 5 visits to my local branch and many times getting notices of my account being overdrawn today November 8, 2022 I was told that have 2 active checking accounts. The old checking account and debit card were closed but the old checking account was reactivated. The new debit card was attached to the new checking account however all new deposits were made to the old checking account. This was completely unbelivabile. Today I got a notice that my mortgage payment had been declined. This was the last straw. I spent over an hour with a bank rep she finally transferred me to a mortgage rep she then to a fraud rep and she transferred all my funds to the new account. After being a Sun Trust now Truist customer since 1985 I think I deserve better.

When making transfers between my accounts and when sending to another Truist customer via Zelle, I fill out the memo field with the reason for the transfers. The problem is there is nowhere on either the Mobile App nor on the full website to view these memos. I've clicked on the View Details on both Pending and Posted transactions and the memo is not there. I have Googled this issue and many other customers are complaining about this issue as well.

I am a Representative Payee and the memos are important due to reporting requirements to the government. Please fix this ASAP.

Business has not worked effortlessly as they so mentioned that they would to resolve my complaint/refund. On 10/05/2022 I received a letter from Truist that car loan account was paid in full. This was almost a month after Truist had received the pay-off. MPP (GAP) mailed a check# 266121 that was signed on 09/29/2022 in the amount of 546.00. Texas is required to send refund for GAP to original lender and from there this would be applied to customer account. Since my account was already paid off I do not have an account to apply this refund to. I was told by a Truist agent that once check is processed that Truist would send me a check for the amount of 546.00. I have not received this check and cannot get a representative at your Company to assist me with this. It is at the point that I filed a complaint with the Better Business Bureau. I received an email from Truist- Client Resolution Confirmation and the letter stated that I can contact the individual that sent the email at any time for questions or updates. I have sent three different emails and have had no response. I have contacted the dealership where I purchased the car and they have been unable to get through to anyone that can help. The dealership is where I got set up with Truist as my lender and they have not been able to get in contact with anyone that can resolve this issue. I would like to have someone from Truist contact me, [protected] immediately on this matter.

Jennifer W.

A 7 - 10 day hold has been placed on every check I have deposited into my business account for the last three months. The reason given is "suspected fraudulent or uncollectable". These checks come from established large institutions, typically school systems, and the hold is placed on every single check I deposit. I have banked with this bank and its predecessor Suntrust for decades and have never deposited an uncollectable check. Customer support tells me that they place the hold after receiving information from the issuing bank that there may be a problem, but this excuse is not credible since every check is placed on hold. It is my understanding that legally banks have to have specific reasons for placing checks on hold, but clearly in my case they are just making up a reason, and this is illegal.

Been a customer of BB&T for 20 years. Noticed a fraudulent charge on my credit card that came through as a cash advance. The vendor noticed it was fraudulent and refunded me the money immediately. Unfortunately, it took 2 hours and 8 people (2 of which just hung up on me) to get the cash advance fee back and interest refunded. Each department told me I needed to talk to the department I just talked to and they kept transferring me back and forth. When I told one guy I just talked to that department he just simply hung up on me.

On November 2 I noticed fraudulent activity on one of my accounts after a very long wait I was transferred to the fraud department. I went over the transactions that were fraudulent and actually some were still from July and august where I had already filed a claim and they never fixed the problem. THE BIG PROBLEM today the representative closed another account I never mentioned and I have a lot of pending bills like my rent, daughter’s school tuition, car payment etc.. this incompetent representative closed the wrong account and they refused to fix it over the phone . I work all day and not able to go in person to the branch . I hate this bank

I had went to the Truist bank in Mount Gilead to be added on my Dad's account. He came with me. I brought my mother's death certificate. This was September of 2021. The manager lied and kept giving me the run around for 8 months. Saying because of covid I couldn't be added all the employees working from home.

In March of 2022 she automatically added my brother and said my dad never was with me. She lied. Just like I know my other brother knows her and talked her into doing this. I'm very angry because I am my dad's caregiver. She lied. She certainly was not truthful and I would like this taken care of accordingly.

Thank you,

Lisa Sneed

Today, October 20, my husband and I had an appointment for a notary public to sign some papers for us at 9283 Chamberlayne Road, Mechanicsville VA. We have been belonged to BBT since 1996. All of our investments, etc are with this bank. Our usual branch at King's Charter has been closed.

We had an appointment at 3:30 for the notary to meet with us. We waited in the lobby after the clerk told us to sit in the lobby. He was meeting with someone else...he walked to the teller window and talked/waited for a good15 minutes. He did not even acknowledge us at all. No one did. When he went back to his office and met with his customer (we could see him through the windows),my husband went to the teller and asked how long it would be. She told us to wait... we talked and decided to leave soon. Then, miraculously, the other teller at the window said that she could notarize our documents. Why? Did she hear us talking? Why didn't she call us sooner? No apology or anything.

We left feeling pretty awful. Why were they so rude to us?

We do a lot of business with the Ashbridges and Tanya Battle.

We have never filed a complaint before. But we are still so very angry about our treatment.

Rob Keever and Claudia Chaten

Freedom Mortgage transferred my loan to Truist Bank. I followed the instructions on creating a new login at Truist Bank but their website will not let me create an account. After I create my login, it says "we are unable to create your login at this time. Please try again later." I have been trying to do this for over 2 weeks now. Very dissatisfied with this bank. My mortgage payment is due and I am unable to get into my account.

10/20/2022 @1:47 PM I called Truist because after trying 3 different web browsers I was unable to access my account after entering the received access codes they sent. The first 2 tries the code was sent via text and the last attempt the code was sent to my email address. Each time it failed and said the service was unavailable and suggested calling with a phone # provided on the screen. I do not want to have to call to access my account. Every time I have had to call it's a nightmare trying to get through and trying to get a hold of a customer service representative who has good customer service skills. When calling I had entered my full SS #, my pIn #, my full account # and the male Truist representative who answered my call was very difficult to understand due to his thick ascent. This man requested my personal password to my banking account. I immediately asked to speak to a manager. He placed me on hold and instead he connected me back to the main phone menu. The second time I had to reenter all of the same information. From there I had to tell a female representative what happened and how I wished to speak to a manager. I said this 3 xs and she continued to ignore my request. At that point, I lost all patience and told her how I felt. In a not so nice fashion, I told her how I would be leaving Truist bank because of all of these types of consist events.

Deposited my payroll check on Oct.14 into my checking account. Deposit was placed on hold, this has never happened before that I’m aware of. Due to the hold I couldn’t make a payment to my Truist Credit card account. Also have auto payments set to come out soon, which will cause overdrafts.

I’ve been with BB&T / Truist since fall of 1997. I worked the same place for 13yrs and never had a hold placed on my paycheck. Talked with a rep by phone who said funds won’t be available until the 25th. He basically said there is nothing he can do and suggested getting employer to do direct deposit to avoid this in the future. Unfortunately employer doesn’t offer direct deposit. He did say I could request to be reimbursed for overdraft fees, he didn’t say weather or not they would reimburse them or not. I hope this isn’t going to be the new normal.

Hi, I have a problem with fraud on my account that left me with 4 overdraft fees on my account. I can't tell you how many times I have called to resolve this and have been transferred to so many people. I finally spoke to a consumer affairs rep on Friday, oct 14,2022 who promised me my account would be credited for the 4 overdraft fees that were caused by the fraud. I had the money in my account when I made the 4 purchases, but the fraud showed up and then over drafted them. I dealt directly with the company that I had the fraud with me and they were issuing me a complete refund. On Oct 11th they did refund me, but instead of the $60.59 they accidentally entered .60. If they would have credited me the correct amount none of my purchases would have been over drafted. I spoke with my Bank Manager who agreed I needed to be refunded for those 4-overdraft fee's and again was promised on Oct, 14th, 2020 they would credit my account. It is now Thursday, and I called Truist yesterday but just kept getting passed to a different dept. Honestly some of the Customer reps have not been nice. I keep track of every penny in my account and the 4 purchases I was over drafted for I did have money in my account for the purchases. I called the Company that made an error and only issued me a credit for $.60 and you can see they corrected it ASAP. I am supposed to trust my money with truist but I feel they have taken money that belongs to me.

I am disabled and a senior and this the stress of dealing with this is affecting my health.

We have been customers of BB&T for over 20 years and now Truist. We had online fraud on our bank accounts, so Truist closed the old accounts that we had for years and opened new ones. I was fine with this.

We always write and deposit a check from our Truist business account to our Truist personal account and the amount was $5,000.

This particular time, The next day we received a notice, this deposit has been put on hold. It stated until someone has time to verify. Also, our account is considered a new account and will be treated as such, even though we had longevity with BB&T now Truist.

First question, if they are coming out of accounts that are both from Truist

then why would it take that long to verify? One is a business account and the other is our joint personal account.

Second, because of my loyalty to BB&T and now Truist, through no fault of my own, I have now lost my long term customer status on the new accounts and having holds put on checks that are dispersed and deposited from the same bank. In Truist motto, they state they are supposed to build a better future for their clients. Is this supposed to be better for me?

Third, we have many accounts with now Truist and why would they want to jeopardize our relationship? In total, we have about 10 checking savings and credit cards with them. I guess we aren't significant enough?

We had a Pin number for wireless transfer under Suntrust Bank. We wanted to transfer money, through this system at the beginning of September. We were told that we needed a new number due to the amalgamation in February. No one had informed us of this. We applied for such a number, supplying exactly the same information that was required by Suntrust. It is now 6+ weeks later, tremendous difficulty getting to talk to someone, now have a contact that doesn't answer emails, doesn't return phone calls and has not been helpful in getting this set up. Meanwhile, with the exchange rate changes, our financial advisor says we've lost several thousand dollars or, had we known, we'd have left it invested and, according to our latest statement we've still lost thousands. All thanks to the inefficiency of Truist Bank. Something that should have taken 5 days to a week maximum(according to Truist themselves) doesn't appear to be any closer to a resolution than when we started at the beginning of September...

Truist Closed the Estate Account claiming that I did not submit a requested form. My attorney said that Truist could not have opened the Estate account without the form. The local Branch Manager agrees. I tried to take the form to the local branch where I ask the teller to pass on the form to a particular individual. She refused and stated that I had to do it myself. The lobby was crowded, and I did not have time to wait. Came back in the afternoon, same problem. I mailed the form to the local branch that day. The Notice of Closure letter is dated 9/30/2022. The Estate Account has one check outstanding and an online utility payment outstanding.

The local Branch Manager knows this but has not responded. The account is in the name of Joseph Jefcik w/ Thomas Galvagni as executor. The last four digits on the account is 7596.

My address is 1009 E Harvard St.

Inverness Florida

[protected]

I need to know how the bank is going to handle the outstanding transactions.

They are not letting me withdraw money and charged me money to return a check payment of a check that i deposited through the mobile app. They are refusing to let me make a final withdraw and said my bank account is under investigation for a check I DEPOSITED which was a valid check. It has now been 14 days of not being able to have ANY OF MY MONEY TO PAY ANY OF MY BILLS.

Never again will I EVER BANK WITH TRUIST. I have had more problems and more fraud theft come from them then I ever did when it was just BB&T.

I am an account holder with the original SunTrust bank before it was acquired by Truist. I've received a notification that there is a balance (charge off) from my original account with SunTrust that I was never made aware of and is hindering me from opening an account at another banking institution. I have tried to reach them nine times as of today and have not received a response. I need resolution ASAP!

Started at a small level in September 2022 with two new accounts. Temp ATM cards assigned and no new ones appeared. We continued with the ATM card race through February. The real nightmare began on the day of the merge.

My passcode for online was no longer available. It took four days to get a new one since wait time for the 1-800# had a "wait time of close to four hours" and after waiting three and half to be disconnect, I chose to not call back. Beginning on 3/4/2022, I noticed that a $2500 Quickbooks deposit for our business account did not make it into our business account. I wrote an email to my personal banker at our branch. I have been a long time customer of Quickbooks and Stripe as our clients purchase all products on-line and receive our money ASAP. We have never had one chargeback. I called Quickbooks and they told us that it was a problem on the side of Truist. I called Truist beginning at 1:00 pm. on 3/4/22 until 5:00 pm that day. I was routed around from person to person and no one could resolve. Throughout March and April there were lapses from payment to the time the funds appeared in our business account. This impacts my personal finances since we take money from the business and transfer to the personal. Most of my business and personal bill pay is done through bill autopay. In the beginning of May, both Quickbooks and Stripe had connectivity problems with Truist. I did not know until my personal bills could not be paid. Money was not making it into my Truist account. I called Quickbooks and they assured me that they send the money where I direct. In addition, a customer contacted us that they were waiting for a product. Usually, they receive it the minute the Stripe payment is made but it was getting hung up --- Stripe not recognizing the Truist bank account coding. I called my branch but my representative was out to due to COVID. After four days of my calls, someone was able to give me a long print out of how to connect when there is unconnectivity. It did not work. The next month was a nightmare. I was told by various bank representatives that "they were working on this." In the meanwhile I continued to amass fees in the hundreds of dollars. My credit was being personally impacted to the negative. A Truist banker refered a Quickbooks specialist to me and she told me that the problem was on the side of Truist and the firewalls. Starting on June 4th I asked Quickbooks if they cold send me evidence of the connectivity problems. They have and I have I have printed them out. Quickbooks also has a page on their website for people experiencing problems with connectivity problem with Truist. Using the format provided, some QB customers were able to connect. Most were not. My June end, the problems were so bad and we were referred to a tech person at Truist. In my conversation with him on July 1st at 6:45 pm., he said based on what he saw on the back end of my accounts --my claims were corroborated. He suggested new accounts. I opened one new business account. He was supposed to relay this to the branch so that my fees could be returned to me (as that was out of this scope). Fees were never returned. I opened another account but that made things worse. I began to have clients either use Venmo or PayPal to go to a friend's account violating my corporate veil. I was still told by Truist I would get my fees back and there was a ticket. Mid July, I received a call from a SunTrust number by an "Advocate." He told me he would work to resolve this. While I was sceptical since he does work for Truist, he assured me I'd have some resolve within 14 days. Nada. Never heard back from the guy. I left over 30 messages on his voicemail after the 14 day wait. No return call to me. I had friends and family call him and no return call. I wanted to close my accounts but I still had some clients on autopay with me through September. (Although that was not working). I am an Experian member. They also had problems taking money from my account due to connectivity with Truist. I was told by Truist employees if I closed my business account, Truist would not be responsible to pay back my return fees which had amassed to close to $1000. In August, I called the branch for follow-up since no-one had communicated with me in over a week. A visiting regional manager picked up the phone. He asked the purpose of my call. When I told him what had happened to me, he was obnoxious. He commented that I appeared smart so whey didn't I just leave the bank. He went onto say that some people have problems with mergers but most don't. So for the few who do... It's like who gives a care about us. Who talks to a client like this? Mid-September 2022, Stripe could not connect to my account. I have a screen shot in my Stripe account for the reason--- connectivity to Truist. I went into the bank. I waited an hour. Usually, I had a close friend join me on some of my bank visits as a witness to this insanity. At my visit, I was alone. I started off very nice. I told them that Stripe had sent my money out, taken their fee from the money and it was with Truist and I wanted my money. They told me they would write a ticket for it. I have heard this excuse before and know that nothing gets done with these "tickets." When I argued back that I wanted my money I was told they were going to call security! I left the bank. I immediately called Stripe again and they confirmed the problem is on the side of Truist. I called Truist and spoke to a Tech Manager who told me that there have been connectivity problems with QB and Quicken since the merger. He had not heard of Stripe. Stripe is an international company used by most online businesses. I have tried to pay bills in September and October and when given the bank routing number, some companies did not have it on their list. One of the companies in another large bank. We have our conversation on a recorded line, by the bank, that they could not find the Truist routing number on their list. Truist has hurt my financial health, physical health and credit. There are more offenses but I am tired of spending any more time writing this one. I have every date and time and with whom I have spoken to someone. I understand mergers comes with glitches. This exceeds glitches. This is how everyone moves the chairs around the deck and nothing gets done. I do have praise for one employee and only one. In the meanwhile, we can barely do any banking. Negative balances. Money not being able to make it to our accounts. I guess we just will leave and cut our losses because Truist is going to do nothing.