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

I am a on Social Security and a Retired SunTrust employee. I have had this account for over 30 years and never had a problem before. On 6/5/22 I noticed two pending transactions totaling $1000.00 in my checking account. The transactions were dated 6/4. I immediately called the bank and was told that I could not dispute the charges until they posted to the account. While on the phone the bank suggested that I close the debit card to stop any other transactions. I closed the debit card and immediately made a police report. As soon as the charges posted I called back to make the fraud report. At this time there were two transactions of $500 and $504 dollars supposedly made with a debit card that I had in my possession at all times. One was made at a local Walgreens and the other at Walmart Superstore. Before each transaction a balance inquiry was made at an ATM. In spite of the debit card being cancelled, 10 days later $1000.00 was taken out of my granddaughters account using Zelle. We reported this 2nd theft. I was told that I just needed to cancel the debit card to stop more theft and advised to not close the accounts. So now my family is out of $2000.00 which may not be a lot for some people but for us its significant. Two days after I filed the first report I get a form letter signed by no one stating that the bank had conducted an investigation and determined these charges were authorized and I would not be getting $2000.00 returned. The first Two of the charges were made at Walmart and Walgreens where there are cameras and sales receipt records. ATM inquires were made at ATMs where there are cameras. A $500 purchase at a local Walgreen is unusual enough to draw attention. So supposedly in 2 days the fraud department pulled footage from these numerous cameras, got copies of dated and time stamped receipts from Walgreens and Walmart's, talked to the local Walgreens staff and sent me a letter denying my claim. This leads me to believe that there was no credible investigation. I am very disappointed in a Truist bank I trusted. My family is out of $2000.00 and I am determined that I will not be defrauded, 1st by a thief and then by Truist bank. So I will be writing letters to state and federal officials. I will be continuously posting on social media. I will be passing out flyers near the bank but not on bank property trying to protect other banking consumers. This is not fair and should not be legal.

I live in the UK and have rental properties in Florida from which I take income. Years ago I setup wire transfers with Suntrust Bank and received the alphanumeric pin and got a repeat code for international transfers to my Forex broker. Calling their wire ops and using my codes was quick and easy. I was

concerned with the effect of the merger with Truist but everything seemed smooth. Until April. When I called to initiate my usual repeat wire I was redirected to the new Truist wire operations department but

it appears the system has changed and I now require a new 6 digit phone wire profile and corresponding pin. This is where the 'fun' began. Over the first week in April week I called 27 times and spent a total of

over 7 hours on calls in an attempt to apply for these new access codes, but their system constantly throws me out as it does not recognise my lack of SSN, (as a non US resident I do not have one just an ITIN), tells me I'm transferring to an operator and then cuts me off. If I try the wire numbers (retail or Treasury) I can't get past not having a pin to speak with someone. On the rare 3 occasions I finally managed to talk to an associate they didn't know what to do either and I've been transferred around everywhere in circles. The last call was with a lovely lady in Treasury who tried and tried to find this information for 2 hours and 13 minutes before transferring me in desperation and...the number was"unavailable in my location". I've now tried 8 separate telephone numbers in the process. I used webchat and called my Florida branch and no one there could help at all either. I even tried to contact Corporate headquarters but again ran into an automated menu with no option to speak with anyone directly. I emailed their CEO directly, their investor relation and even their media department but all were ignored. So, 9th May I made a physical branch visit as I was in DC and spent 2.5 hours with a Senior

Relationship banker as he tried to assist. I left him for another 2 hours working on it and went to lunch. On my return he informed me that Truist does not have phone wire transfer facilities for "ordinary" retail clients only for business and hi net worth accounts. Everyone else has to go into a branch (from Europe!?) He then explained he had managed to contact the department that services hi net clients and they would make an exception for me. I signed the authorisations that day and flew back to the UK. That was nearly 2 months ago and I STILL have had no contact from anyone in

Truist to give me the required wire profile code and pin to enable me to access my funds. This is the only way I can get at my money and Truist do not care, in effect they are knowingly obstructing me access to my funds for months now. I am seeling some of my property portfolio in the next 6 months so there will be a relativley large ammounts of funds flowing into the account nthat I will need to access in a timely fashion so that I can take advantage of favourable FX rates and be able to fund my existance!

Truist Bank placed a lien on my automobile title (in error), in 2019, although the vehicle was paid in full at the time. I found this out at FLDMV when attempting to sell the vehicle to a private owner, check in-hand for the transfer. After waiting in line and speaking with the DMV clerk, I was told I had to contact Truist to get the lien removed, even though I had a lien satisfaction letter from the original lien holder (Chase Bank). The DMV had contacted the car dealer and was informed by them that the error was due to Truist, and that they were not aware of why or how it happened. I contacted Truist by phone same day, and was informed it would take up to 5 business days to resolve. Truist coulld see immediately that the lien was listed in there system in error. 5 business days later, the title still had a lien listed, so I could not proceed with my private owner sale. I again called Truist, who (after going through the process of explaining my case again) this time told me it was the car Dealer's fault that they were listed and that I had to wait 5 business days for the change order to be 'received' by the department that handles title changes/liens... that was 3 business days ago, and I'm still waiting for someone to remove Truist Bank from my title, a financial organization I have never had legitimate business dealings with. I understand that mistakes happen, but this should have been expedited

On Aril 22/2022 I payed thru my banks online billing to an account that was closed with you in april 2020. When I realized what had happened I contacted my bank and was told because it was an ach bill pay that i had to contact bb&T. I have been tryng since may 3rd 2022 to get this issued fixed after speaking to 20 different people and then being told to go to a loan officer at a branch in town , which I did and had a ticket number assigned to this issue. I was suppose to hear back from the bank on june 8 2022 and have not heard anything. I have called and left messages and the loan officer has not called me back. I called the 800 number and they told me this tim ethey cant help me i needed to deal with the branch. At this point we are so very irritated and are speaking with a lawyer if this is not handled. I have records of all the people I have spoke too and times I have called. All I want is for the 785.00 that was payed to a closed account returned to me. Its ridiculous that its been 2 months and I am no farther than I was when this happened.

I went to BB&T for an investment I was shown other people's personal statements and told see how much money they make It immediately lost 20.000 so I filed complaints with all regulating authorities after two years BB&T aggreged to return the money without interest if I signed an agreement not to sue them. I had a Suntrust account for thirty years this is my fault for not closing the account the moment I heard BB&T was taking over I believe the reason I was targeted for this fraud. The moment Trusit takes over 42,000 disappears from my account . I was blocked from my own account the only two checks I could view were the two I reported on the phone ignored by Truist I have documentation I contacted the bank and a bank employee Diane Evans added the two checks to the affidavit which fraud ignores. Trusit has a elaborate system not to answer the phone when I call employees are instructed not to speak with me. There was adequate money in the account after the fraud yet truist refuses to pay my bills wrecking my credit I have documentation. I follow their instructions they again refuse to pay. I an 72 years old I worked too hard for this money to have it stolen from me Truist is 100% to blame.

For more than a month my mothers checking account has been put on "hold" for her protection. I have provided power of attorney documents, our lawyer has contacted the local branch manager and still nothing. My mothers social security payments went through this account and this is her only source of paying for her medications and other living expenses. She is on a 24 hour oxygen machine so if the power goes out she can't BREATHE!

From: Tammy F. Voss/Robert E. Leed

600 Stage Coach Rd

Siler City, NC 27344

[protected]

Email: [protected]@mail.com

June 7, 2022

To Michael Hoffman, CFA,

Hello, let me introduce myself. My name is Tammy Flowers Voss. I am the daughter of Robert E Leed who now lives with me in Siler City, North Carolina.

I am writing this letter about the disregard and dishonoring of my Power of Attorney at the local branch office in Siler City, NC on May 24, 2022, to access my father’s account and retrieve his money. Moreover, the continued denial of my legal rights as POA to access Robert’s money along with the discrepancies in processing and the delays in approval even after the 3 to 5 days. Moreover, denying my POA while illegally allowing another party to access and transfer out his money without consent or permission. Robert has made a request to Tracy to release his money to Tammy Voss who now takes care of him, and she has refused.

I would like to mention that Tracy Leed Baker, my sister who lives in PA has acted as a representative and managed our dad’s money because he lived in PA.

However, a change occurred when on April 27, 2022, while in the hospital, Robert E Leed was released to my care by attending physician Dr. Gregory Joseph Rossini M.D. Pulmonary Associates of Lancaster LTD. 540 Duke Street Ste. 244 Lancaster, Pa 17602. [protected]. The hospital released Robert from the hospital on May 3, 2022, into my care to live in my home at 600 Stage Coach Rd. Siler City, NC 27344.

There were delays because Tracy was withholding Robert’s money in his Truist savings account and did not want to legally release Robert’s money for transporting and setting him up to live in my home in North Carolina. Our sister, Tobye Wesner supported the decision and helped me and Robert by paying for his medicine and drove with me to transport Robert to North Carolina May 3, 2022. Sarah Bradburn and Tobye paid for his supplies because Tracy withheld Robert’s money from him.

I am also his fulltime caretaker since May 3, 2022, and his appointed POA as of May 22, 2022, and his SSA representative and agent since May 2022.

I am legally the Power of Attorney acting on behalf of Robert E. Leed who has a savings account at the Truist bank. Robert is requesting that his money be released to me on his behalf by POA that was submitted to the local branch on May 24, 2022.

This letter is to inform the Truist bank that Tracy Leed Baker has illegally withheld Robert’s money and owes Robert E Leed/Tammy Voss fulltime caretaker his social security payments for May 3, 2022, of $1098, June 3, 2022 of $1098, and soon to be July 3, 2022 payment of $1098. Moreover, Tracy unlawfully transferred out $8000 from Robert’s account without his consent or permission on April 28, 2022. Tracy unlawfully and without Robert’s consent or permission claims she put Robert’s money in escrow, and she must return his money to his account immediately.

Furthermore, regarding the dishonoring of my POA at the local branch beginning on May 24, 2022. Robert has not received any of his money since May 3, 2022. The local bank has denied and further withheld Robert’s money and has allowed Tracy Leed Baker unlawful access to the account where she continued to debit out and transfer out Robert’s money without releasing any to him. Whereby, on May 31, 2022, Tracy Leed Baker transferred out $485 from Robert’s account while my POA should have been in place and was not honored.

This was taking place while my POA was submitted and had approval according to 3 people that I spoke to at the corporate office last week who told me that the POA was on the account and instructed me to go to the local branch to get access and withdrawal money. I was denied every time at the local branch. They rudely sent me back to calling the corporate who kept telling me the POA was on the account May 24, 2022, yet the local branch has denied me every time I have gone there to get access.

Meanwhile on June 7, 2022, I called the general number again and I spoke to a female who denied me access and said that my name nor the POA was listed at all on the account.

I find this whole matter very suspect that a bank member with a POA would be denied access to his money and his social security money. Moreover, that the Truist bank is allowing another person to illegally take his money without consent. The transfer by Tracy Leed Baker on May 31, 2022 of $485.00 while my POA should have been in place and approved is highly unacceptable and cause for attention to this matter because I have to ask What is going on here?

I am a licensed Life Insurance Agent and have passed all financial and background checks. Therefore, there is no reason to treat me with dishonor. I am honorable representation for my father to provide his money for his needs and wants. Afterall, it his money and he is cognitively able to make that decision.

I would appreciate it very much if you would resolve this matter immediately by establishing approval of my POA and call the local bank in Siler City, NC to inform them to give me respect and honor my POA, as it is a legal instrument rightly honored to access my father’s account and money on his behalf.

Respectfully,

Tammy F Voss POA for Robert E. Leed

I have waited over 3 hours on the phone today on multiple calls which eventually resulted in never being connected with a Truist representative. I have been a client for over 12 years (when you were SunTrust), and have seen the Customer Service slowly decline ever since you have become Truist.

Will someone from the Loan Payoff office please call me immediately?! I need a payoff amount so that I can close on my business loan.

My best phone number is: [protected]

David C. Smith, President

Merit Consulting, Inc.

Greetings,

I cannot sell my deceased moms home due to and open loan/mortgage that is 20 years old+. Someone, somewhere, some how never closed the paid in full loan and filed it with Palm Beach County of Florida.

Ive been working with

TRUIST

Elie E , Casimir

[protected]

Elie.e.[protected]@truist.com

1890 University Drive

Coral Springs Fl.33071

I've also brought this to the branch managers attention and his response was we can not furnish me with a letter stating... (Bill Hughes)

"Account paid in full, closed and satisfied"

Elie told me he would get back with me today, and i have just left him a voice mail. I need some help.

Thank You

Andrew Mauro

[protected]

Can not access my on line bill pay page to pay my bills all other on line bill pay works as it should. getting this excuse for the last 3 days Why can't I access Bill Pay?

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My loan was transferred from SunTrust when we were almost at the last couple of payments 58 payments early, never a problem. In 3/22 I received a notification of a late fee charge on an account I didn’t know I had, called CS and waited on hold for one hour until the call was disconnected. Called again, same thing. Went to the branch office in order to pay the full balance. After checking in their system, they gave me an amount of 437.00. I paid all and waited for my car title, a few weeks later a card with another late fee charge. Called again, waited on hold for 70 minutes, got transferred 6 times until someone said that the balance given was wrong (their mistake)’they were 7 dlls. short and because of that my balance increased to 56.00, complained but 3 calls later someone needed to approve the wave of the late charge. Waited on them to call back, 3 days later called again, nobody could tell about those fees, so, I decided to put an end to this paying this new balance, they took my info, sent a written confirmation of payment and now they said they took the numbers wrong and now with late fees I need to pay 80 something. Refused to pay and asked for a manager who was not in the office. They said he/she will be calling with a solution the next business day, three days later I am still waiting while their late fees keep piling up and my car title is kept hostage. They are the terrorist of the financial system.

Truist Failure #1

On 4/20/2022 I visited the Parkersburg, PA Truist branch to deposit savings bonds left to me. I presented all the required legal documents (I had done this previously at Truist without issue) which the teller and bank manager refused to accept, despite the fact that they were WRONG

Truist Failure #2

On the same day I drove to the Truist branch on Five Points Rd, west Chester where I had cashed bonds before. At this branch which was empty at the the teller told me I needed to make an appointment because each cashed bond takes 20 minutes to process or over two hours for my bonds.

Truist Failure #3

I then went to A THIRD TRUIST BRANCH where I gouged the alloy front wheel on my 2022 car which will cost $200-$300 to repair. The third Truist branch deposited the bonds, ALL OF THEM, in fifteen minutes.

How is that for customer service? One for three might be good in baseball but not serving customers.

I had a cashier's check that I deposited to my account. they told me the $ wouldn't be available for 10 days. I went to the branch to question this...they said its "policy". Manager not available. Called back talked to a manager who said i could come in and sign a form to get the funds released. Meanwhile I am getting a ton of charges for insufficient funds. The manager said she can help with that. I go down to file the form and am told there is no form. Its now day 9 now...the next day everything comes out of my account including over $600 in bounced check fees even though they didn't bounce! I go to the bank and talk to a very rude manager who says they have "no power" to reverse the fees and there is nothing that can be done about it. That money was from a cashiers check from an attorney! It should have been available the next day..instead they hold the $ don't pay the bills then charge me for "unavailable funds" even though the funds were there! I am so done with this bank!

I went to the New Truist office of my former BB&T to make a deposit and it was closed at 3pm. They were making software IMPROVEMENTS to their system. I was told to go to the old SUNTRUST bank NOW A TRUIST bank. I met with Kenneth Thompson, Senior Relationship Banker. He advised me that I had to change my password again. Together I thought it was resolved until I attempted to sine in on my laptop. Today is Saturday and the TRUIST BANKS in Bowie,MD are closed. Now I won't be able to access my accounts until Tuesday May 31st.

Monday is MEMORIAL Day. Closed again. This is NOT what I call Customer Service. A really botched system for what was an uneventful BB&T system that was a smooth program. TRUIST BANK is now a NIGHTMARE of frustrations I am experiencing. If I wasn't so financially embedded I would end the TRUIST Bank account in a heartbeat. Thoroughly Disgusted Customer, Richard Veselich

When I call them- the people don't even speak english. They don't know what they are doing. This is ridiculous. I will be getting a new bank. I had had Suntrust for over 20 years. This is what America is coming to. No one cares about anything or anybody, just making money.

They don’t follow their own guidelines, no help with new hires, shady payroll process, no help with paychecks, not enough money made

I would first like to apologize for the length of this complaint but in order to fully understand this complaint one would first have to know the history of this Odessey. Sometime in the start of 2019 I had a branch member encourage me to a build my credit challenge, I was a little apprehensive to accept because I come from a long line of family members with bad credit and recipients of government assistance however, I accepted her challenge and I put up my hard earned money and opened a secured credit card to my surprise after close to two years of on time payments I was offered a unsecured credit card from my financial institution. I was overwhelmed in joy and excitement I felt like a puppy with a ball of yarn. I than started receiving offers in the mail from nearly every credit card company on the market. Unbeknownst to me by accepting these offers I was making myself look risky in the eyes of the credit card issuers, so nearly 90 days after getting that credit card from my bank, the credit card issuers revoked my cards without me ever having a single late payment! I felt simply crushed angry upset. I even looked into seeing if this was legal or not and learned that lines of credit are a privliage and not a right. The boy in me wanted to walk away from it all keep in mind this was suspended in the middle of me using these cards. There was a balance due that I could have let go and not even try to rectify but I couldn't shake the feeling of accomplishment that I reached. I did the right thing and paid these accounts off. A few months later I seen an article in the news about an open letter of apology (by Kelly King) in regard to Truist's banking institution profiting from slavery. He then went on to say, "As we work toward building a more equitable society, we must consider our own past and acknowledge the role our heritage companies played over 100 years ago to perpetuate the atrocity of slavery and the repression of enslaved people, leading to systemic disadvantages their descendants have endured for generations". I thought to myself with tears in my eyes that my lack of knowledge stems from generations not knowing proper money skills leading back to slavery. My mother didn't know any better, because of her mother not knowing. Today I sit with two derogatory reports on my credit report that's affecting everything from my interest rate on my car loan, to where I reside which obviously has a direct effect on where my children go to school. I have been calling Truist trying to speak to someone that can forgive me for that simple mistake and forgive me for those two accounts to no avail. I have been bounced around on prompts, hung up on, directed to wrong departments you name it. I'm in tears actually as I write this and yet I still remain with this bank being my financial institution, currently having a business account with them in good standings. Every Friday when I do my banking run there is a friendly lady at the drive through that keeps asking me to speak with her about refinancing my car loan. I always smile and say to myself if only she knew how bad I wished I could give her my business, but probably would not be able to qualify, due to this misunderstanding, and lack of knowledge which has a direct link to slavery.

Thank you so much for your time.

I am so disappointed in the Dispute Dept. of Truist. When I worked in the banking business, the customer was always right. Not with this bank. I have lost $448.00 because of dispute decisions that favored the merchant over the customer. I recently filed a dispute with Freedom Mortgage (a company with a one star rating) over a $300.00 charge on my card. I applied for a refinance loan and was required to put $300.00 as an advance for my appraisal fee. Due to the long period of no communication on their part, as to when I would get my appraisal, I canceled my loan application and requested a credit for the $300.00. I was told by Freedom Mortgage I would receive it in 5 to 10 business days. I never received it, so I filed a dispute. I faxed the Dispute Dept. 8 pages of proof that they never sent an appraiser to my house, as they claimed they had. I asked the Dispute Dept. to request a copy of the appraisal, Freedom had claimed was done. That would prove they were lying about doing the appraisal, because they don't have one. The Dispute Dept. lady said they couldn't do that. They just charged my $300.00 back to my account. This is so dishonest. There was no service rendered, but Truist is making me pay for something I never received. This is the second time the dispute dept. has favored the merchant over me, their customer. They've been wrong twice.

J. Madre

Swansboro, NC

My name is Daniel Bragg and

I am a 9 yr mortgage customer of BB&T and now Truist.

I have many complaints about today's customer service I received when I called the customer service number. I spent about an hour while I was driving to work trying to take care of an issue that Truist created. My first complaint is that your associates do not know how to operate your phone system. I was hung up 4 times. The fifth time I hung up cause the associate was playing with his mic/headset and then acted like he couldn't hear me when I was asking to speak to a manager. The second issue I have is that when I asked to speak with a manager I was told (the very last call I had before I walked into work) she could not connect me without giving her my information. I explain I just gave it to three or four other associates before being hung on. The manager refused to talk to me and the associate asked me if there was anything else I needed to talk to her about and started to thanking me for calling and pretty much I hung up without having any issues solved!

My main issue is Truist placed a noted on my account I was making partial payments but I never called in to ask for partial payments and or authorized this for my account. I only found out when I went for an new vehicle and they pulled my credit and my credit score was 100 pts lower then where it should of been. My loan officer said she doesn't understand why cause my credit to debit is low and she can see that the mortgage company is reporting the partial payments thing. Again I did not authorize this and or even called and talk to anyone about doing this. As of right now my credit union is telling cause of mu credit score she has to offer me a 9.49% interest rate and not the 4.49% that should be getting all because Trusit decided to make me partiel payment when I didn't ask for and I was told I needed to wait 2-3 days for this to be fixed. I am trying to buy a new vehicle and don't have 2-3 days or the vehicle will be gone. This because it's Truist's fault me as a customer should not have to wait 2-3 days to fix this.. That's not good customer service this should of been fixed yesterday after I called in.

Thank you for your time on this matter

Daniel Bragg..

On May 6, 2022, I requested a wire transfer to Europe I provided the account information of the recipient, Truist bank tried twice and was not able to transfer the money I told them to stop. I went to another bank and successfully wired the money. However Truist bank would not return the full amount of the fees they charged me. They only returned less than half of the fees they charged me.