Truist Financial Corporation
Reviews and Complaints

I recently migrated from the SunTrust app to this app due to the merger. I’m so glad to finally have a banking app with dark mode! Thank you!

This app has been easy and enjoyable to use, but there are a few annoyances that make it frustrating at times…

1. We have the ability to arrange all our accounts in any order we choose, but only on the Home screen. Why can’t we do the same for all screens throughout the app? This inconsistency makes it very cumbersome to use. After getting used to our preferred order on the Home screen, every other screen we go to — transfers, deposits, etc. — all our accounts are in a completely different order. This makes it even harder with four family members each having a checking and savings account, plus a mortgage account. Please allow us to arrange our accounts and carry that order throughout the entire app.

2. For some bizarre reason we are no longer shown the time of each transaction, only the date. Knowing the time that a transaction took place can be extremely important, and it’s frustrating that they’ve removed this much-needed feature. Please add the time back to all transactions.

3. There’s another feature that has been removed, and again, this makes no sense. After submitting mobile deposits and going to view the account they were deposited into, it shows the pending deposit, but it does not show the amount at all. This always makes me wonder if it got the amount right, and there’s no way to know until the next business day. I hope they will fix this and let us see the amount of all pending deposits.

This is almost a five star app. And with these few changes, it will be!

This app performs terribly. Slow sign-Ins. Frequent time-outs, session expires, and service unavailable messages. Also numerous load to blank screen errors. Frequent crashes and failures. And who thought that showing people an incredibly irritating ‘pulsing square’ loading animation at every available opportunity, that only serves to remind you that you are waiting, was a good idea? Fire that person.

And no it’s not my up to date in hardware and software (and non jailbroken) iPhone. The previous app that I used before the merger worked fine. 99% or more uptime.

There is no excuse for this type of poor performance, questionable animations, and generally lackluster quality control in a 2021 app.

This app represents 90% of my interactions with my bank. And the same can be said for many others. This app is the equivalent of a dirty, rat infested lobby. Or a wet, sticky front door handle. A strange smell while you’re waiting in-line. For those of us who do most of our banking online, this crap will make us close our accounts. Promptly. Please take the mobile banking app seriously.

No one wants to have to take time out of there day to leave a bad review for a stupid banking app. The fact that this is happening tells you how bad it is. A strong argument for no news is good news in this category. It should ‘just work’. Did anyone even use this for a while before they released it on the AppStore?

This app is trash. I shouldn’t even “see” a banking app. It should be like a windshield — I should be able to forget it’s there and only focus on the information I’m seeing through it unless there’s something wrong with it. This app is a bad windshield.

This app is a downgrade in every way imaginable. BB&T is forcing it’s customers to go from the feature rich BB&T app to this app which looks and functions like a high schooler put it together as a weekend project.

If you used any of the in-depth analysis or budget planning tools in the BB&T app you’re out of luck because this app only has the absolute barebones features and even then they’re laggy and in the absolute worst color scheme I’ve ever seen on a mobile app (seriously the developers could of been blindfolded and threw a dart at a color wheel and whatever it landed on would of been a better color palette choice).

And before I get a generic response from the developers saying the same damage control response of “We hope there’s a quick way to resolve this!” Actually listen to the feedback here and give a genuine response to your customers instead of copying and pasting a script.

Don’t force your customers to transition to a clearly inferior app. I understand you want to move to this new application which is fine but you need to do a slow rollout where customers gradually start using the new app (not forced on them) and as they provide feedback you update the app accordingly until it’s feature rich enough to make the forced transition over to it.

Releasing a half-baked app and forcing customers to use it is such a boneheaded decision and BB&T will probably lose some customers over it as they should. There’s so many quality banks out there with much better apps, I’m not going to wait around for months/years for this app to get updated to a level where it’s on par with the original BB&T app, it’s just easier to switch banks at this point.

…I mean, it’s not like I have a choice. On its own, this application would be just average. But this isn’t a new program. This is a replacement (forced replacement) for another application that looked better, ran better, and had better features and better accessibility.

I mean, U by BB&T was not perfect. In fact, it started off needing a lot of improvement. But this is a downgrade. I can’t speak for anyone else, but for me, the thing doesn’t ever seem to work. It kicks me out a lot, and gives me “technical errors” seemingly randomly. This is especially true with mobile deposits. That’s by FAR the biggest reason I have the app in the first place, and I know that’s true for most people. I’m pretty frustrated with that, and it’s the biggest reason I wrote all this here. It seems pretty backwards to have a great application, just to can it for one with a new (harder to read) color scheme and logo. It’s not particularly easy to read (I’m 28, by the way, if your initial thought is to chalk this up to an older user).

The extra button pressing does not help either-it feels like I have to get through an extra screen to get to my balance, account details, or mobile deposit pictures. I just don’t see why Truist would force a switch to a product that is less reliable, has a worse user interface, and seems to have fewer features. It does sort of work, and does so a lot better than it first did, which is why I gave two stars instead of one. And, as much I dislike it, it’s not the worst application I’ve ever used. But I do catch myself avoiding using the app unconsciously-meaning my checks can pile up unintentionally. That should say something if nothing else does.

I was finally forced to switch to the Truist app and gave it a little time for them to work out the glitches before immediately giving a bad review, but after using it for some time now, I’m still disappointed and frustrated enough that I am considering switching banks after 20+ years with SunTrust. The only thing that they have fixed from my initial frustration is being able to pull up PDF statements in the app, which was not an option when I first downloaded. The only reason I was even trying to pull up the statements is because there are MONTHS of transactions missing in the app. When I first downloaded and tried scrolling back, it skipped from September transactions back to June, it was missing everything in between. I thought maybe it was a glitch due to the forced changeover to Truist. Now it is October 18 and I can scroll back as far as Oct 7th and then it skips to July 19! Unacceptable to not be able to see at least everything since the last statement. My other pet peeves as compared to the SunTrust app:
1. General appearance is not as easy to read and not as user-friendly.
2. No “frame” for mobile check deposits and get repeated message that amount doesn’t match even when it’s clearly written.
3. Can’t view check deposits—in SunTrust app I could click on a deposit and it would bring up a copy of the check. This is also available in my C&F Business account, so I’m sure it’s widely available in other banking apps.
As long as they took with this “merger”, I definitely didn’t expect to go backwards in regards to app functionality. I hope the developers are listening to this feedback and making adjustments quickly because I am losing patience.

If banks are competitors and want to make their users happy they are doing a very awful job. Do they not see all of these reviews? How is it even fair for us to leave a review and the replies totally ignore everything we say just to tell us to take it further into emailing them personally with our complaints when they’re all right here in the reviews... Maybe a non robot read and try meeting your customers wants and needs. Reviews are reaching out. I think being forced to switch apps when your bank tells you you need an update is super unfair. Despite it being a thing of the two banks deciding to merge for whatever money chain they have, it should be able to be a choice for whichever bank you want to use. Some people have been using this bank for years. Super unfair leaving many unsatisfied and wanting to change banks. I’m sure many folks are changing banks now sadly. I don’t know what I want to do yet. Some of the features are a drastic change. Would be great if it was improving the app.
Unappealing boring depressing app logo as well as the 90s purple color. I would definitely delete this app if it wasn’t a necessity to use for my money.. Not happy logging in and seeing this forced change. Not fond of it in General. Always bragged on BB&T and had a great experience opening my account, my boyfriend just joined and has to pay a pointless maintenance fee of $5.00 a month. Overall only good thing about it is the fourth icon slot: You can see all your options there.
Can we make a petition to go back to the BB&T app but include the 4th page slot so it’s more minimal. This app seems like it had good intentions but reviews say no one likes it. Change the color jesus.

Like many other reviewers, I am migrating to this app from the BB&T U app. While the BB&T one had some bugs, they had worked out most of them over time and the overall layout and design was simple, but very functional for what I want in a mobile app. The new Truist app needs a lot of work to get back to the level that the BB&T one was. First of all, the color scheme and layout, in my opinion, are less neat and professional looking than the former BB&T app. The Dashboard of the “U” app had all the at-a-glance info I’d want on one screen without having to scroll or go to the menu. My business account and select personal accounts were all there on one page. The larger font of the Truist app necessitates having to scroll down to see all the accounts, and to see my business account, I’ve got to click over to another page.

More frustrating is the app’s performance. It’s noticeably slower than the BB&T one and a lot more buggy. I’ve had the app crash on me frequently. Also, one of the most common features I use is the mobile deposit. After entering my check info and scanning the check, I’ve had this new app hang up many times and not proceed with the deposit. Sometimes exiting out of the app and restarting it will fix the issue - sometimes it doesn’t. I have to had to either try again later, or break down and drop the deposit by the bank, negating the convenience of having mobile deposits in the first place.

Since this is now my only portal to mobile banking, I am hoping they can squash the bugs quickly and maybe take another look at trying to improve the design and look of the app. Please don’t “improve” things that are pretty basic and were working well, already.

The developer response is probably a bot as it is 100% copy of all the others! We do not need a reference number, we need TRUIST Bank to update their systems to reflect the current banks around them and how they do business!
If you are looking for an exact or accurate current balance on a daily basis do not bother using or trusting this app! One of the worst banking apps I have used, other can banks update their balances within two days and usually daily. This bank updates your bank balances once every 3 to 5 days! Not Acceptable In Digital Banking Era! Truist should look at all the other banking apps for advice! The app is not laid out so you can easily see each Accounts balances and activities at a glance, like all of the other banks do on their apps. The bank itself cannot seem to clear and/or post a check, like all of the other banks do, in a few days, it often takes four days maybe longer to clear a simple check! Even a cash deposit does not show in the app promptly. The mobile checking section takes the photo OK, for you, however even a local check will not clear or even post in the app for several days usually 3 to 4 days! If you make an online payment through your service, the payment will show that it was posted and paid to the service, on their end, but the app will not show that the withdrawal was made at all for four days! Other apps allow you to see that the money was withdrawn immediately if not by the end of the business day, why cannot TRUIST do this, or any other transactions made. All of the other banks it is often almost immediate if not by end of business day to post and view recent activities, it seems that TRUIST is unable do this. They need a complete overhaul and FAST.

The Suntrust Mobile App went through a lot of revisions before becoming a solid app. It’s been great for several years, minus some advertisements. This Truist app on the other hand is buggy, lacks features and is simply unusable. Let’s also get honest for a minute, the name Truist was clearly chosen by a committee of people that should never be allowed to name things. I’m embarrassed to tell anyone the name of my bank because they invariably raise an eyebrow and crinkle their nose before saying “Huh?” which puts me in the unenviable position of explaining or otherwise defending a name change that should have clearly never happened. I don’t work for Truist. I refuse to advocate for them.
On to the list of problems with the app:
1) TouchID doesn’t work reliably. Sometimes it prompts, usually not unless you tap the TouchID Login button, and then it ALWAYS prompts twice before letting you into the app. Just takes a long time.
2) The Suntrust app showed the account balance after every debit/credit entry. The Truist app does not. This is annoying.
3) The Truist app has determined that I’ve somehow misread or mistyped the amount of the check I’m submitting via Mobile Deposit. I have not. This is not the first time their OCR software has been wrong. In fact, it happens quite often, but in the past I’ve still been able to submit the mobile deposit and let someone review it. Not anymore! This Truist app refuses to let the deposit be submitted despite the fact it is incorrectly reading the check amount. This is a printed payroll check.
I called tech-support only to find out that I am the only person on the planet having this particular problem. Must be me. (Slow Blink) Ignore the fact that the old app didn’t have this problem.

The Suntrust app was so much better and I have been disappointed ever since I was forced to switch to the truist app. I dislike the layout of the truist app, it is just strongly displeasing. It looks like an app that hasn’t had an update in 5 years. The layout of the Suntrust app was better for everything, especially transferring money. It was so easy then, but now it is a whole process to transfer money from accounts, and I still have not found anywhere that shows me how many transfers I have left for my savings account. My main issue has been the fact that while trying to open a new savings account for separation of specific funds, I just get the message “this service is not available right now.” Ok? So what am I supposed to do then?
It also takes much longer to transfer funds from other apps. Before, I would transfer it and it would be in my account the next day, but now it takes multiple days which is quite annoying.
This app is also much slower overall than before and takes a lot longer to load anything. I understand beginning changes and glitches, but when there are so many things wrong it just seems like this was totally rushed.

I am 23 and very good with technology, so the issue of just not understanding it is not the problem. I can usually adapt to app changes very quickly but this has just been a nuisance ever since I had to switch. I have been on the verge of switching banks and with this whole opening a new account thing, I am going to start looking into it more. After reading other reviews, it seems that both Suntrust and BB&T customers are not enjoying the new app. If this app was made for us, why is it not more similar to our apps before? Very odd to make something totally new when there’s a whole blueprint already laid out.

Truist online banking is not a viable option for anyone who isn’t local to a branch.

After opening up my account, I was able to gain access to the app and use it. A few days later, I made my initial funding deposit, and was subsequently locked out of my account. After calling customer service, I was told the only option to regain access to my account was to drive over 2 hours to the closet physical location to present my ID.

I spent hours on the phone trying to connect to people who could provide solutions (supervisors, different offices, etc.). In general, people were kind and understanding of the issue (and would try to help/connect me with someone who could). The exception to that was an employee from the fraud management office who kept phrasing the issue as a minor inconvenience that many customers have to go through (and she pointed out that other customers have had to drive even farther). The conversation ended with the employee telling me there are zero other solutions and no one she can forward me to for additional help.

After 5 days of having my account locked, I decided to call a physical branch location as last resort. The employee there was extremely helpful and closed my account/refunded my initial deposit. If you are in a similar situation, I would recommend calling one of their local branches.

My issue is that the solution to this is simple.

1) require ID up-front: Had this been done, I would have immediately known that I needed to find a different bank due to not being able to present ID in person.

2) offer online verification: I received many ads directly from Truist touting themsleves as an online banking option. It is my opinion that a bank is not a viable online banking option if there are scenarios that require a physical presence

I have never been so upset with my bank.
I have been with BBT for over 25 years and tonight I tried to sign on to my BBT account and it redirected me to Truist saying it was now active and the only way I could sign in, but I was told to use my user name and password for BBT. I went to Truist and I tried entering my information that I used the last time I logged in to BBT just a week or so ago. This site stated my user was already in use, then I tried redoing snd entering my password for BBT and it didn’t recognize me at all. It went on to not accepting my BBT user or password then locked me out of my account. I was given a number to call which answered by saying this number is not currently active and won’t be until Oct 11th and so no one is available for this number. I then called my original BBT number for service and was told by message they were closed and then told new hours of M-F 8a-8p and Sat 8a-5p, closed on Sunday. I now won’t be able to get help fixing this screw up before Monday, I can’t use my BBT sign on information because it didn’t like it even though I’ve been using it for user for many years, and my password was good under BBT. So I have to wait til Monday to try and fix their screw up, if they are able to fix it. I know that one I can get it changed I will not stay with a bank that treats customers like this. All the talk about it being so much better when in my eyes is only so much worse when you no longer get 24/7 assistance to correct something they screwed up. I don’t know if it will even allow me to get money or buy groceries when it won’t even recognize my sign on info to get into my account. The worst ever assistance or help fixing something they screwed up, sure didn’t follow through with their promise to be a better bank with happier customers because I’m sure not happy with this service.’
Sincerely;
Regina

The Truist app works on my iPhone and on an older iPad Pro. It will not open on my new iPad Pro. I several days ago I called Truist technical support and waited over 20 minutes for a rep. No joy. Today I called again and waited on the line for OVER ONE HOUR before a human being actually answered. Without belaboring this note with all the checks done, he concluded that the problem was not with the Truist app, but was “device” specific and I would have to contact Apple and have them use their “superior” diagnostic tools to find out where the problem is. I offered to contact Apple immediately, with the Truist app on the phone so the problem could be diagnosed jointly. He said he couldn’t do that - he had other callers to attend to. I asked to be transferred to a manager and all he could do was transfer me to her phone mail. I am still waiting for a call back from her. I did call Apple, and got the exact response that I expected. Both iPads are running the same latest iOS version and I can and have downloaded a myriad of other apps that work just fine. According to Apple, and the tests run, my new iPad is working correctly, and there must be something in the Truist app not allowing the app to open. Oh, and by the way, of course the BB&T app has been discontinued…a perfect Catch 22!

So now I have a very expensive iPad, on which I do all my financial transactions, a very poorly designed replacement banking app that doesn’t work on it, an old banking app that did work that is discontinued, and a Truist technical rep who is unwilling to stay on the phone long enough to try to solve the problem with Apple. Oh, and so far, no call back from technical support management either.

Since Truist doesn’t seem to know how to solve this problem, nor a myriad of other similar ones - judging from the other reviews - I guess I will be forced to solve it myself : GET A NEW BANK!

The Suntrust app was working just fine now the interface on this app is completely different. I’ve been with Suntrust a long time and idk why. I’ve been to lazy to switch to another institution this may get me to. It takes up more storage for an already full iPhone I’ve been in the financial industry for 15 plus years now fintech for 5 and worked at BoA Merrill when they merged but we made the transition way more flawlessly and we were in a recession!

tbh u shoulda just kept both bbat and Suntrust separate and added an upgrade my Suntrust app works way more flawlessly then this. SMH the interface on this app is completely different if you want to add a new app take one that is highly rated and literally copy the software for being the number 2 app in finance it doesn’t even have 3 stars and I understand why.

I spend more time on Suntrust issues either it’s on the phone etc.
don’t get me started on the fact they’re not a national bank and crush you on atm fees when I go to Vegas I bring a couple thousand with me and grab some money at the Suntrust atm in Ätlanta airport none of them would give me close to my limit or half of them were Maintnence I ended up paying with the atms in Vegas almost 200$ in just fees. They said they would redeem them… still waiting.
besides the app I have a regular checking account with them and my average balance was over 10k and no banker has asked or called I don’t even have a local bank to move to a portfolio or a premier acct. I had that amount or more for the last 3/4 years the accounts been open for 10 years plus now but it is volatile because I will move 5k out and in one day to my other bank account or my brokerage account separate from Suntrust.
only reason I hadn’t closed it yet is because really of my credit card (which I don’t use) is with them and financed something a while back I wanted to find a credit union with a good reputation close to me.

I had high hopes. There was all the hype about what was to come and how Suntrust and BB&T were focused on technology and better experiences.
At first, when the forced upgrade came, all good. I could unfortunately immediately tell that I could see less summary info on the main screen, but everything was clear and worked. Until I used bill pay.
First issue, to see that a bill was due you have to purposefully click through two layers of menus and look at the “alerts” section. The red alert indicator on the main screen that tells you a bill has come in is gone. Ok, def not a better experience, but workable.
The next issue is more problematic…
After you pay a bill by clicking through an alert in the activities section, the alert just stays there. As a result I nearly paid one vendor twice. And, I now have multiple alerts sitting there even though I’ve scheduled payments for each of them. So I suppose now I’m supposed to remember which ones I’ve paid and which ones I have not?! Massive step backwards in usability.
The third issue is inexcusable… I decided to use chat to contact support to tell them about the bill pay issue. But, there is a constant “error connecting to server” message. I have a new iPhone on a fiber optic mesh network and work from home with having data and wifi use, including use of the same phone. I rebooted the phone to be sure. The issue is not on this end. But the inexcusable part is that despite the error the chat does appear to connect about half the time, but then the pop up input keyboard covers the input window for the text so you can’t see what you’re typing, rendering chat effectively useless. It’s as if no one on at the app developer actually even tried using the chat. Not good.
Finally, while not directly about the app, the screen in the app dedicated to getting help and contacting Truist has links to social. So, I clicked to engage on Twitter and tweeted the Truist account indicating that there were these issues. That was two days ago. No response. Crickets.
It may be time to go to another bigger bank that figured out the tech years ago.

I know you worked hard on this, but this application stinks! I have no idea what Suntrusts mobile app was like, but The BBT app was intuitive, user friendly, well laid out, easy to read and easy to navigate. This Truist app is the OPPOSITE of all those things. I could so easily add payees, edit them, schedule payments and transfers and edit them and I had a clear holistic view to what was occurring in my account without having to drill down screen by screen ( although I had that option). I tried to modify a reoccurring funds Transfer and can’t locate how to do it. One would think that once you located the transfer there would be an edit button allowing you to modify the parameters of the transfer and save it. Guess what, there is nothing on the entire transfer page which allows you to modify anything. You can see it or create a new one, but not edit. There is NO introductory tutorial for new users highlighting key components of how this app functions for an entire population of Suntrust and BBT users who are having to enter an entirely new environment. Even a credit card site shows you a three or 4 slide introduction brief when you enter the site the first time to show you how to do the most common and important things. This should be the first thing a user gets when they log in for the first time and 15 logins after ( or they can opt not to see it again). How is a new user to know how to navigate this site? Now maybe that will appear on October 10th when this officially launches, but forcing your customers to use the. APP before it is formally launched, without the proper guidance is very very very poor customer service and leads me to believe you spent more thought on branding than you did on servicing your customers. You’ve got time Truist, but not much! You’d better get to work taking the best from both companies and finding a way to blend it. BBT was a superior brand and a superior banking experience. Your merge with Suntrust, giving birth to Truist better meet or exceed the parent brands. Update this new online banking app to show you are focused on the customer experience and not the pretty lavender branding on the entire app screen that is a challenge to read. I really don’t care if it is too BBT, you should take as much from their old app as possible because it was one of the best financial apps out there. Good luck!

UPDATE to review (lowered rating from 4 to 3): [ATTN: DEVELOPERS] On the positive side, thank you for updating the app with an easier to read color scheme in response to feedback. Unfortunately, on 8/28 I tried to transfer money between Truist accounts on the app. It did not work. All fields were correctly filled, but when I hit the final “transfer funds” button an error message appeared on the app which said the “From” field was null. This happened repeatedly, with no success. I then tried to transfer funds on the Truist website. All fields were filled in for the transfer. When I chose “transfer funds” everything disappeared into cyberspace. No error message, no confirmation message, just poof - gone. I tried again, same result. I called Truist (wonder why there was such a long wait time..? Everyone calling, of course). While I waited and waited I kept trying the transfer. Finally, it went through and I got a confirmation number. This does not bode well, Truist. Strike 1, but I’m rooting for you. Bring your A game, stat. —- Original Review: I transitioned to the new app / Truist today. All is well. My statements are all there, my balances are correct. Virtually every feature that was in the old BBT app is present in the new app, though yes, it may take a little getting used to it as it is not identical in format to the old app. I made a mobile deposit without any problem (typewritten check). I encountered two issues I’d like the app developers to please take note of: (1) I agree with the many previous reviewers that the color scheme makes it difficult to read the screen and creates eye strain (particularly in bright environments). The dark purple is almost identical to a white font on a black background, which research has shown is the most difficult combination for online reading. At a minimum, please give us the option of changing our background colors within the app. Please. This is an accessibility issue & should be treated as such. (2) Minor issue, but after I deposited a check via mobile deposit and clicked “view check photos” the app would only show me the front of the check, not the back. (3) I had one episode of the app freezing - it would not scroll down the page. This is my first time on the app, so I don’t know how big of an issue #3 is, or the exact cause, which could be outside the app. I will let you know that if the app regularly freezes in the future, that will cause me to change banks. Overall, the app looks pretty good at this point. Change is always hard, but it’s good for us to be reminded that nothing on this earth except our souls will last forever.

I opened a Truist small business checking account on Jan 31. I liked the people at my local branch and the business checking account with no monthly maintenance fee was attractive. Of course, they get you for fees on other things, but businesses typically get soaked like that, so they’re no different than their competition in that regard.

The Truist app has largely been a disappointment. In the month since, it has been updated a time or two and fixed some issues, it has a clean design, and for the most part it’s easy to get stuff done, which is noted. However, its shortcomings are just about deal breakers.

To wit, one of the most important functions for a small business, the ability to transfer funds between an external, personal account at another bank, is completely broken. The app rejected the routing number for Ally, where my personal account is. Ally, a national bank with 2 million depositors, has an “invalid routing number” according to the Truist app. And yes, I entered it multiple times on multiple devices, so put away your unhelpful Tier I support script. I finally got it accepted but only by using Truist’s website.

So when I go to make a transfer in the app now, do you think it lists my external personal Ally account as a source? No. When I go to “Transfer Money and Pay Truist Bills”—what is a “Truist Bill” anyway and how does it differ from, I don’t know, “a bill”?!?! ‍♂️—I’m presented with the message that “only one of my Truist accounts is eligible for transfers and to open another account”. Gee, thanks for that insight, as if I didn’t know that I only have one Truist account and one can’t make a “transfer” to and from the same account. I’m trying to transfer it to ANOTHER EXTERNAL ACCOUNT. Oh my god. I feel my head about to explode.

I try the website, which is a little clearer about transferring money between Truist and non-Truist accounts. After selecting my Truist account in the “from” list, I drop the “to” list down to select my external account. The list drops down with zero items in it. I call Truist’s business support line. Seventy minute wait time.

I ended up having to use one of my starter checks to pay myself like it’s 1922, not 2022. Yes, a paper starter check.

Truist really needs to step up their game if they want me to keep my business account with them. The neobanks are nipping at their heels with apps and features that aren’t half baked like Truist’s and don’t dock businesses with fees for the privilege of holding their money for zero interest. I don’t accept the excuse that they’re new—how long have they had to get their “stuff” together here, knowing the merger was coming? I’ll see what updates in the coming months bring, but in the meantime, I’m going to be looking for other options.

Updated … getting much better - the push notice about my session “expiring” after I have closed the app has gone away(thank you!) and the ability to search transactions by vendor name is back .. still has some odd freezes (credit card reward redemption screens in particular) and sometimes my equity line just completely disappears (wish it really would!) or my credit card pending items won’t load…. I only use the app -not the web login so these may work better in the “full” experience. The overall design looks better than when I first converted as well. Have heard the credit score will also be coming back along with the quick balance option -so my son will be happy again too . Thanks program team for actively checking the reviews to make improvements!

Original review
I know this app will undergo various updates to bring it fully back to the BBT level just wait it out folks -it’s coming! Do wish they had given us a window in which to change… a “you can start now if you want and will HAVE to switch to the new app by xx day” notice would have been good… I login pretty much daily and while I know “truist is coming” I had no idea when for my online banking and was pushed to the Truist mobile site in effect without a real warning -there are multiple complaints about this happening to folks who really needed to get in right away and couldn’t get to what they wanted quickly enough because of glitches or other issues. overall once I rearranged all of my accounts to be in the order I was used to I think I’ll be fine. I really mainly use the app look at transactions or transfer funds and send $via Zelle - both of which are easy to find and use on the new interface. Have also used the old app a few times for mobile deposit-see the camera icon right on the lower menu here so imagine that will be easy as well. do think the color scheme is a bit hard sometimes (some people say depressing) it’s difficult to tell at first use if the dark purple in buttons is an “on” or “off” until you see the grey is the “off”.. maybe the bright blue Truist also uses would have been better there … Things I personally dislike : I have closed the app completely-but not “signed out” before doing so -and get “push” notices that my session is about to expire several minutes after closing it -whaaa? I closed the app there should be no session open … and of course if I open the app again it’s on the login screen as I would expect since I closed it … never had that happen with the BBT app and can’t figure out how to turn that off (without worrying I will also turn off fraud type alerts that I do want) Please oh please make fixing the search function in transactions a priority— I really need to be able to search my history by name of the vendor as this helps me keep track of certain expenses that fluctuate in amount and post oddly date wise - hate having date and/ or amounts as my only options… some other things I see missing like the “quick balance “ widget or the credit score were not things I personally used but can understand completely why people miss them as well (probably will hear complaints from my son when he realizes those are gone…)

Wait until you deal with customer service!
Don’t blame the CSR staff, they are equally as frustrated and embarrassed. They are told, “It’s no big deal, people aren’t used to change. They’ll get over it. Let them vent if it makes them feel better!” So, now we’re Luddites who are “afeareded” the sky is falling? How out of touch can executive management be? Hint: it’s a rhetorical question.

I was an executive manager who trained others (with proof in hand) that demonstrated that more than 50 percent of big business clients — are much more intelligent and informed than we are. It’s an incontrovertible fact. Look at the app if you think otherwise. The reviews are but one large sample that demonstrate that more 80 percent dislike the app. We call this transference. It’s not simply a matter of the retro app, which according to at least 50 percent, promises more services than it is capable of handling.

COMPLAINT 1: Any government or private computer fraud prevention site will tell you to NEVER ENTER YOUR SOCIAL SECURITY NUMBER OVER THE PHONE. We are told that, NO REPUTABLE BUSINESS WILL ASK, and if they do: HANG UP. Guess what TRUIST asks for the instant you call: Your Social Security Number.
As one of four members of the Computer Emergency Response Team for a company with 5,000+ employees, $12-billion in net assets, I know security. Based on my professional experience, I have noted that TRUIST violates at least two of the long-known security risks that I believe will likely lead to cyberspace thieves to fraudulently misrepresent themselves (spoofing currently disconnected phone numbers once associated with their BB&T and SunTrust branch. These spoofed numbers are included in customer smartphone contact lists as legitimate BB&T and SunTrust numbers. Their CallerID features will display these numbers as legitimate, giving hackers with even marginal social engineering skills the ability to act as if they are part of the TRUIST team reaching out to “help.” They might just help themselves to gather your account information.
Proceed at your own risk.

TRUIST SEEMS TO CARE LESS WHETHER YOU STAY OR WHETHER YOU DO WHAT I BELIEVE IS THE SAFEST CHOICE — MOVE YOUR ACCOUNTS ASAP!

Why?

For every measured number of people who leave, the more people they can let go. Better yet, the more branches they can close and sell. Banks are like McDonald’s restaurants. They sit on prime real estate. Closing 100 branches and selling the properties upon which the buildings are located is pure profit! They seem to not care if we leave. I said the same in a respectful and sincere conversation with a customer service representative. The poor employee couldn’t confirm or deny whether the above is true, but agreed in principle. TRUIST, based on appearances and the lack of a well-organized transition plan, can easily give educated business professionals and financially aware clients the impression that they are real estate investment company first, then a bank somewhere farther down the line.

Your accounts are safe. The FDIC guarantees you will be reimbursed, up to the limits set the governing body, backed by the full faith and credit of the United States should they should falter. Trust that you will eventually receive your money after the bureaucracy has its turn figuring out how to reimburse you, when, and from where.

The app is a solid representation of the bank’s transition efforts. The complaints about the app’s features will pale when clients find that TRUIST charges customers. Banks typically earn extraordinary profits by lending your deposits to others, often with an interest rate that surpasses what any single individual could ever get from a bank. Yet, TRUIST charges its customers for this privilege? What do we get? A 2006 style partly functional app and the ivory tower naivety that we’re too stupid to care. The app and the bank is challenging us. They’re the wolves. The challenge is to determine if we’re
sheep, or we are wise shepherds. It’s your call.

The opinions expressed are mine, and do not reflect on Apple, Plaid, Qapital, Walmart and numerous other organizations that have wasted hours explaining to customers that the reason their transactions are denied has nothing to do with their companies and the financial services contractors they use. I trust in my right to freely express educated opinions and encourage others to do the same. I challenge others to validate or invalidate my claims using reason, examples and even emotions if that’s the extent of their capacity. I will correct any statement of personal experience or opinion that is proven or determined is incorrect or misinterpreted by me.

Thank you for your attention to quality and care relating to customer service. I am humbled by those who find this message to be part of their right to make decisions that provide them the opportunity to save money and enjoy experiences they might otherwise not be able to afford. Thank you, and have a wonderful week.
Best wishes and good luck!
Brad.

have been denied access to my online banking, no branches answer the phone anymore

all customer service answers in the Philippines, they mostly don't understand what i am saying and/or aren't trained to do anything except say "not to worry" over and over.

tried to speak with mike the head guy, but he doesnt return any messeges

DOES ANYONE KNOW HOW BAD THIS IS, THERE IS no CUSTOMER SERVICE ANYMORE

Car was repoed and sold July 18th 2023 for 58k and only 26k was left on my loan It is now September 26th 2023. I've been told several times by at least 20 employees and 4 supervisor that a check was mailed out.. never received the check till the 25th of September. I deposited the the check to my chase bank account to be told it will be a 7 to 10 day hold on it. So I called truist to see if they could release it only to be told since I called and said I never received it they canceled it and reissued another check this would make the 3rd time they canceled it. Now I'm being told for the 4th time wait another 5 to 10 days to received the new check.

I am a new customer to Truist, and am unfortunately starting to regret it already. I had multiple issues using their website and app opening accounts, but the biggest issue I have is with the new $400 checking account/direct deposit promo. I opened up an account using the promo, 24 hours went by and Truist closed my newly opened account without warning. I decided to try it again, and opened up another account and it worked this time. However, after registering on their online promo portal, it turned out the $400 promo was attached to the account THEY closed for no reason. I called customer service, and they are "unable" to do anything about it or transfer it to my other newly opened checking account. I am extremely disappointed with my experience with Truist so far.

This bank has charged me so much in fees it’s ridiculous
Returned items fees of 36$ each
So basically if you have a card that coming out of your bank account for $35 and there not enought to cover that transaction bank declines and charged 36$ keeping in mind it was not paid for them comes the credit card company charging you a return item fees as well so that a total of $71 in fees for an item of $35
I do understand we have to be responsible and keeping a record in bills that we might have scheduled but as a busy mom of 6 and working a job plus the house I don’t want to be able extra exhausted I’ve had this bank for many years and it’s always been the same. With the charged of this fees I don’t find help in this bank I think of you holding are money we should have the Bella specially when we go thru hard times I work a 9-5 job I don’t make enought and when hard times come the stress comes in with all this fees this is not the way to go this is why is so hard for a 9-5 worker to even save up
I will look into another bank as this bank does not even help when you call they will
Provide you a courtesy return for one of the fees every 24 months REALLY!’

Update charges quicker, with the U by BB&T app I was able to reliable tell how much money I actually had with this app I have charges from several days ago not even showing as pending making me wonder if they ever went through. Also please add back the quick view balance widget. I hate how difficult this app is to use compared to the super easy app that it once was. I’m not kidding when I say this but the way a banks app works means a lot to me and I’m this close to opening a regions account, where I can actually see how much money I have. I’ve had several occasions where things won’t load at it will say “services unavailable” and the amount of sticky situations this has financially put me in as a college student. I’ve lost about $70 due to overdraft fees charged on from fees from several days prior that I had forgotten about, because the app is so slow and takes so long to update. Please for the love of god either fix this app or bring back the old app. I don’t even care if you just copy and paste the code from the BB&T app over. Just please get a working app. If my issues aren’t resolved in the next few months I’m going to stop banking with Truist, and my entire family feels the same way. FIX. YOUR. APP.

Unfortunately when you wrote the new app for making payments online you left out some of the features that SunTrust had. I definitely prefer the SunTrust. Also the dark purple is making it difficult to read. If you wish further information please feel free to contact me. S Davidson

UPDATE Thank you for getting back to me, it was quite a shock. I guess you’re looking for more information as to the things that are wrong with the online payments I will list them below:

When selecting a vendor to pay in the SunTrust app it would show you the past payments including the date and the amount that was paid. In order to do that on the new Truist app you have to go out of the payment area and then go into another menu choice to view the history. This makes double the work when you’re trying to make payments. It would be better if when you clicked on make a payment it would show you your prior payments for the last six months at least.

Also instead of showing you the name of the vendor it is showing you the nickname that you have given the vendor. It would be better if it showed the actual name and the nickname. Currently, those are the two most important things, if I think of something else I will send you another update.

Thank you
Sharon Davidson

I have been a Suntrust customer for over 30 years! As like many, my technology abilities are limited.
When the Suntrust app automatically went to Truist…I was highly disappointed! My entire Bill Pay had disappeared!?! First when I called CS, they said I needed to change update my Browser, that made absolutely no sense!
I had bill pay on the Suntrust ap with no issues. When it went to Truist, all was gone!
I called customer service again, both times took over an hour! I though I had someone who could help me!
My husband died in June, since he paid all bills, it took me months, due to my limited abilities & tracking down who needed payment! At last everything was smooth… until Truist change over.
Just a reminder, Suntrust & Truist information stated Bill Pay would be on the updated site, no change!
Not true! They stated bill pay was under my husband’s profile, which I did not know their was different profiles! My husband was on this account, but did not use it!
Stated they could not help me. I asked for a listing, or transactions to help me recreate bill pay. They said sorry, can’t help me!
I really wanted to close my accounts & go to a bank that cares, Colony!

Unfortunately until I can figure out the mess Truist has cause in bill pay & my finances, I am stuck!

Any suggestions?

For starters I am from the Suntrust side, not BB&T. So this is for my fellow former Suntrust people. I wasn’t given any notice that our Suntrust cards would be shut off. Like nothing came in my mailbox, nothing was emailed to me warning me of the change. So one day waking up and no longer having a working debit card that’s not expired (01/2025) and having to go into a branch to get helped, that’s inconvenient. However the Goodlettsville, TN branch gave me a Truist Visa debit card, and didn’t inform me that in 30 days my temporary card would be shut off. Now fast forward 30+ days, my new debit card “it’ll be to you in 10 business days” is not at my house, I’m cut off from my funds, STRANDED in Arizona with no means to buy food or water cause theres no branch location here, and the closest is ODESSA, TEXAS! I’m a truck driver so I’m literally stranded, no food, no water, and can’t go home until April 14, 2022. Today is 04/06/2022.

Now I know y’all will wonder how does this relate to the app. The app offers nothing for writing contact, so I can’t write them, and as for calling haha I get told to “stop by the nearest branch location” and then immediately get hung up on. So if you’re a former Suntrust member, and you’ve been done the way I have; I’ve contacted Keller Rohrback. They won the class action lawsuit against Wells Fargo. Please reach out to them because to save Pennies Truist starved me over Visa vs Mastercard.

I never write reviews but this is something I felt compelled to write:
I had been banking with Suntrust for a few years now and have never had any issues with the app, when the merger happened though I have started having issues. I had no problem with switching to a new app with a different format, I was understanding that the new app would take time to get used to.

However, the app can be super buggy. For about two weeks my main savings account did not show up on the main page, initially I thought the account had somehow gotten deleted and as you could imagine I was panicking. After about 10 minutes of digging I found my savings account. Another major issue that I am still having, that I have had since day one is a majority of my statements not showing up at all in the app. I went on a cross country roadtrip back in September and to this day I still can’t see a lot of transactions I know I made. The most recent issue is sending money on Zelle to my mom. She never received it and I had no statement of the transaction, but the money is not in my account and she never received it. With all of these major issues with the app I’m strongly considering switching banks because this app is too new and underdeveloped. I’d rather go through the hassle of switching banks than dealing with the headache of Truist. SunTrust was a great bank and I would continue banking with them if this merger never happened or the app developers created an app that didn’t have so many issues.

This app is a downgrade from the SunTrust app in every way. Freezes and closes repeatedly, slow to open, UI is ugly and mostly irrelevant to me. This biggest issue is the bill pay. It's more confusing, and tells you a bill is due AFTER you've paid it through the app. With the SunTrust app, you could hide a payment or mark as paid (useful) if you paid outside the app. I don't see a way to do this with the Truist app, which would be a workaround the app's bug. Definitely not the first impression I wanted after the merger. After another couple of weeks, the app is still not working well. What a downgrade from SunTrust. Another update: they have a new version which inexplicably does not fit the width of the screen, so the already tiny, difficult to read font is even tinier, and you have to reset your preferences/clean up the mess that is the Home Screen. The new version also includes ads for things like podcasts, which you cannot remove, and it keeps asking me for my location. I really don’t understand how this apps gets more than a single star from anyone. And I still get alerts that I may have unpaid bills WHEN THEY ARE PAID. And it remains super slow. Last update. I now have three bills that show unpaid even though they have been paid. This all is absolute trash. Having to call to troubleshoot an app is ridiculous. Half an hour on hold for nothing. And , unlike SunTrust's site, I get "Unfortunately, we're experiencing technical issues," so it's not just the app that's terrible and a waste of time.

This app is completely awful and useless compared to the Suntrust app that was REQUIRED to switch over from. There are cutoff times of the day, and not even the option, to transfer money FROM YOUR OWN TRUIST ACCOUNTS TO YOUR OWN TRUIST ACCOUNTS WITHIN THE SAME APP. So I can’t transfer money within my own accounts unless it’s before 9am on a business day. Makes sense on a mobile app. I might as well just drive to the bank like it’s 1980 again. Also, the app literally never remembers my device from sign in to sign in, and I use my same iPhone every. Single. Time. So I go to the help section where it says “oh it’s simple to add a remembered device, just go to security central”. Well I go to security central and the option is literally nonexistent, contradictory to what the help section says. Just one more annoying useless feature that nobody would ever want, or need, is the app notifies me like 5 minutes after I login everytime to my account that “just so you know, your session is about to expire”. Well guess what? I don’t give a flying f*** if my session is about to expire while I’m texting my wife that I puked my guts out on the way home from the gym because I haven’t done anything physical since I walked to the car pre-covid era. Overall useless app and you’re better off driving to Suntrust Bank physically, opening the vault, and dropping your money in so this “Truist” piece of s*** of a merger has as little as possible to do with handling your money. Would’ve given this app zero stars if I cared enough to figure out how to do it.