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

On November 16th, I cancelled an auto policy after selling my vehicle. I requested the premiums and policy cancel that day. The insurance company acknowledged my cancellation - but never stopped drafting my bank account.

The premiums drafted built upon each other and caused me to have $1,692 in Truist overdraft fees. I have provided the letter from the insurance company showing the drafts were their fault and that the policy was cancelled on November 16th! The insurance company is refunding all of the premiums and deeply apologized.

I went to Truist customer service and Truist is not doing anything to change or acknowledge all of the overdraft fees are in error becuse of the insurance company error. If you put the premiums back in the account the days they were removed, there would be no overdraft.

When I called the customer service line,Truist said they could only credit me $72! Truist is maintaining to charge me $1,692 in overdraft fees that built because the premiums were drafted in error on my account and the overdraft fees themselves started to cause m to go negative. The customer service people were uncaring and no one is helping to fix this for me. I do not have a vehicle to drive to the branch and I cannot now uber because my bank account is negative due to this. I left messages for the manager at East Jackson to call me and they have not called or corrected the awful overdraft fee issues.

I cannot afford to pay $1692 in overdraft fees that were not created by me or my actions. The insurance company won't pay the excessive overdraft fees so instead of Truist accepting the mistake from the insurer, they are charging me all $1,692! I have been with Suntrust for 3 years - and Truist now, will not remove these exhorbant overdraft fees even though the math is extremely clear they are all related to the drafts in error from my insurance company!.

Because the insurance company won't pay this excessive income, Truist is charging me for their profit.

Now my account is negative by $1,200 because of these fees that should never have applied to my account. This was not my fault and I have support and proof letters from the insurance companyt. I thought Truist was a bank that cared about relationships and people - this does not demonstrate that - they care about profits and being cruel/rude instead of helping to correct an issue I did not cause. This was not my error and Truist wants to profit from it?

Please help me - I don't even have money for groceries I am a single working mother.

I first requested a vehicle payoff letter from Truist on Friday, April 29, 2022. It’s now been 9 days and I haven’t heard anything from them. I have emailed and called numerous times and they have not responded to any inquiries. My new loan APR (with a different bank) is only locked in for a few more days. They are effectively blocking me from this transaction. I would just like the courtesy of a response and an estimate of when I can receive the letter.

Made a online payment to comcast for 284 dollars

My balance was over 1200 and I have overdraft protection

Payment was returned unpaid by the bank.

Same thing with my electric bill. Now they will not accept my Truist card

Tried to reach customer service. What a joke.

I spent two hours on hold just to be disconnected when they did answer.

Tried chat. No luck.

I'm elderly and disabled can't walk into a branch, As if they had one that was open.

I have had my accounts with these people for 30 years and can't get a person on the phone.

While under loss mitigation I received late fees. I was informed this was due to the transition of BBT being bought out by Truist. I was told that Sept 2021 to Feb 2022 was while they were working on the file and would be removed. I have been calling non stop and leaving messages.

Today 5/10/22 I paid May mortgage and noticed the 208.12 was STILL on the acct. Loss mitigation informed me that since I am not currently in their program they can not help me. Customer service stated I needed that department. Going in circles for months & no one will call me back or help me.

I refinanced my house at 861 Shelie Drive in 2021. my new mortgage payment to Truist was $977.86 Last paid 3/1/22. Shortly there after I got a letter that my mortgage was going up to $990.82 and i called about the increase as it was not explained to me why my mortgage was going up. I was told it was due to an increase in insurance rate. I first paid this on 4/1/22. Now I've received a letter from Truist on 5/2 or 5/3/22 stating that my mortgage is now $1,050,99 due to taxes and insurance and that it was due by 5/1/22 which was a date prior to my receiving the letter ! So my mortgage payment has gone up twice since since I refinanced. I just paid $990.82 on5/1/22. I will send a check for$60.17 to cover the difference today. I am protesting these increases in my mortgage and the way in which Truist as been in such poor communication with me about what is going on. I want the matter resolved and no more increases in my mortgage. I have researched and found other complaints about Truist from persons who have had similar problems with Truist. I want a consistant mortgage for the next 30 years in an armorization like I had with BBT. Let me hear from you soon!

A withdrawal appeared on our account in the amount $4992.79 on May 6th 2022. The statement says "adjustment case". There is no merchant involved, looks like Truist just took our money. Called the fraud and security line, they kept transferring me from one department to another. Finally they gave me a claim number. They said, I will receive some paper work which I need to notarize/sign and send back within 10 business days. I asked them if they can overnight it to me, but they refused, however they still want the paper work returned within 10 days. I asked them to email me the paper which they said they will but I haven't received anything yet in the past 6 hrs. Not sure what to do at this time. Do I need to hire an attorney to get me money back?

The phone number for customer service is a joke. [protected]). I cannot get a real person. It is punch button after punch button. I finally had to call fraud department and ask them to connect me with customer service. Only problem with this is that the fraud department is not open 24/7. HELP!

I never had this problem with BB&T. I was also told I had to let customer service know when we traveled outside the country. This is great but I cannot talk customer service to let them know.

Hello,

I sold my car to a dealership in Marlow Heights Maryland on March 28th 2022. The dealership completed the sell of the car on April 1 2022, buy paying the remainder of the car to Truist on April 1, 2022. I was then informed by Truist about two weeks later that there was a hold on the title because they were going to send the title to me, but did not because the dealership payed off the car, so the title should be sent to them. I called truist 7 times up to now to try to get the problem resolved, and the problem still persists because they have yet to send the title to the dealership, and 5 weeks has passed up til now. This is totally unacceptable as they state that the in house hold is still there as they are working to remove the hold and send the title to the dealer. Removing a hold and sending the title to the dealer does not take 5 weeks. Mean time the dealer had sold the car that I sold to them, and I am out the money they owe me, and the car is gone. The dealer says that they have my check waiting but are still waiting on the title from Truist. This dragging is quite ridiculous. I am now pursuing a case with BBB and the consumer protection agency in Maryland, as Truist is completely wrong and very slow to resolution on this important matter.

I was charge 36.00 overdrawn fee. My accont was not overdrawn around about 04-01-22. want that 36.00 added back to my account.ssn. [protected] it is a checking account. Iwant to file a claim for 5,600. whick was deposit to my checking account with BB&T on 10-04-2021. It was a gift. need a claim number. The name is Brenda Butler Bryant address 2423 mlk jr. dr. sw apt. 2303 Atlanta Georgia, 30311. I have not receive my social security cash of about 855.00 for May 03,2022. itwas direct deposit to my account. I need a claim number for that as well. truist never send me my checks. please forward my checks to address above. Triust debit card number [protected]

I was alerted to fraudulent activity by Truist on Friday, April 15, 2022, via text message. There were two charges on my account, one for $500.00 and one for $419.24. I contacted Truist to discuss the charges, which originated in Miramar, Florida. The Truist agent told me my information was most likely stolen from a gas pump. The Truist agent wanted to cancel my card, but since it was Friday afternoon and I did not have any cash on hand and my car was low on gas, I told him not to cancel it until I could get some money out of my account. I went to the local ATM in Mt Pleasant, SC and withdrew $200.00. I then called Truist back and told them to cancel my card, which they did, subsequently issuing a new card. I received the new card the following week.

Over the weekend, I checked my account and saw that the $500.00 charge had been credited back to my account, but the $419.24 was in the pending status. I called Truist back and inquired about the charge and was told I had to wait until the charge was posted to my account and then file a fraud claim. I filed a claim as soon as the charge was posted, however, I was never contacted by anyone regarding my claim.

I called Truist Tuesday, May 3, 2022, to check the status of my claim and was told it was denied. I was then advised by the Truist agent that I could file a review, which I did. That in turn was denied. The agent stated the reason for the denial was a mobile devise had been used in the transaction and I had not reported my card or phone stolen. They also said the charge at the Mt Pleasant, SC Walgreen’s on April 28, 2022, was from a mobile devise as well, and I had not filed a claim for that charge.

None of this is true. I do not use any mobile banking devise. I only use my check card. Additionally, the April 28th charge was made by me from my new check card that was mailed to my address in Mt. Pleasant, SC. I explained all of this to the agent on the phone, he then forwarded that to the supervisor. The agent then stated that the supervisor said he/she was not able to see which card was used on the April 28th transaction, only the investigator could see that information. I do not understand how a supervisor can deny a claim without being able to see all the evidence. I asked repeatedly to speak with the supervisor but was told I could not and the only other thing I could do was file a complaint.

I filed the complaint with the agent with all the above-referenced information. The Truist agent then told me a supervisor would contact me within 24-48 hours. I have never received a call from them within that time frame.

I called Truist fraud department on Friday, May 06, 2022, to inquire as to why I did not receive a call within the stated time frame and was told the 24–48-hour time frame means 24-48 business hours, and someone should contact me by today and if I have not heard from anyone by Monday, to call them back. If this is the case, then customers should be told someone will contact them within 3-5 business days, not 24-48 hours. The agent also wanted to file a new complaint on this claim. It would be very redundant to file a new claim, when I cannot even get the current claim resolved.

I have been a client with SunTrust Bank for over 20 years. I 'm now living in the Netherlands but had a home in Florida. Due to the illness of my husband we had te return to the Netherlands and sold our house in Florida. We put the money from the sale in our Money Markt account with SunTrust. Trough a system set up for International wire transfers I was able to send money to our bank account in the Netherlands when I needed it. This worked fine until SunTrust became Truist Bank on February 20th, 2022. Now I'm not able to get my money to the Netherlands! On April 28 th I phonend for 3 hours with several departments of Truist Bank but nobody was able te help me out. I tried to call my former branch office of SunTrust in Davenport FL 33897 but never was able to speak to a representative of this branch because now one picked up the phone and I got stuck with an answering machine. Left a message for a return call to me which never took place in the last 8 days. I wrote a letter to the bank manager of Truist Bank in Davenport FL and send it by special international delivery. I know it was deliverd to the bank office on Monday May 3rd but until now nobody has been in contact with me to get things sorted out. I don't know what to do next. Please help me!

Been a customer since 2013 and always had no problems with this. Feb this year they said I changed something in mobile app to allow me to get more money that wasnt available off card. I never agreed to this and they have said I have fees of 588.00 and thats overdraft charges. I called several times since this began in April and nothing happened. Now I had a work bonus come through that was for personal loans and the bank withdrew it and said it was owed to them for overdraft charges. 588.00 is crazy. I dont owe anything. I kept up with my money and they said the mobile app wasnt always accurate or slow. Please help I am single mother and I have cancer and I work hard for my money and this money has set me in the hole 800 because my personal loan couldnt be paid because they kept it. Bank said oh well Im sorry cant help you. I have all my statements

For two days I was either on hold, transferred to departments that don't answer and hung up on. During the experience where my goal was to speak to a competent csr I filed two complaints. After I realized that there was no way to get to such person via phone I started chatting with csr on my mortgage website. Explained the problems to at least two different csr and was promised a phone call within two business days. Well that time has definitely passed. I am a senior citizen with a small mortgage and its clear my issues are not worth their time. Sad and unprofessional. Now we are contemplating retaining an attorney to help us resolve the escrow issues truist has created. I would never recommend this company and would keep my money in a shoebox instead of trusting them.

I had a truck loan automatic drafted from BB&T when Truist took over the draft stopped and i did not notice until I got a late bill. I went to bank and manager there said it was there fault. I ask them to take off the 35.00 late fee several times but have no response from manager. I also have two drafts from BSBC.

denied every time a draft is made. Time for a new bank

Back in November of 2021 I received documents from BB&t for a loan modification which I was happy to accept however the name on the loan of my ex-wife had changed and since she is still on the loan they cannot process the loan modification documents without the name change and all the documentation that they needed to confirm her name has been changed since she remarried so I sent all the documentation that they needed and they have completed the name change on my account her name now represents her new married name so I waited and called trying to get the loan modification documents resent with the new name on them and it is now the end of April 2022 and I have not seen the loan modification documents yet I have called several times and representatives tell me that the documents are being made the last phone call I had just a couple of weeks ago a lady said that the documents were on the way and I have yet to see them and I keep calling every month and they keep assuring me but I do not think they understand or know what's going on because I have seen nothing and I keep getting warning letters regarding my account and I'm patiently waiting for the new revised documents for the loan modification which was already agreed upon that they sent back in November of 2021 to sign and return to them but no one is helping me nor are they in a hurry it seems like to get me the documents that I need with the corrected name on them

To whom it may concern,

I opened a checking account on Friday 4-22 at the Hwy 85 location. Today, 4-27, I call to check up on the account and am told that it was closed/blocked due to suspicious activity and my funds are not accessible. I do not understand how paying 1bill constitutes fraud. I've been given the run around about this all day today with no access to my funds AT ALL! I am a mother of 2 young kids therefore need all of my money. Support via the fraud department has been non existent. Again, my family needs my money. Please help me fix this. At this point we want nothing to do with Truist. we just want our money. Seriously considering legal action at this point.

Zae L. Thomas

Acct #: [protected]

I deposited a Vanguard 403b retirement distribution check in the amount of $1,929.43 into my Truist checking account on 4/7/22. The check was placed on hold for 8 days. On 4/16/22 I attempted to withdraw money from my checking account and was told that my account was blocked do to fraud. I met with the Bank Manager at the Oxon Hill location on 4/18/22 and we called Truist Fraud Dept. and was placed on hold for over 90 minutes. When finally spoke with someone in the Fraud Dept. we were told that the check was a fraudulent check. On 4/19/22, I called my former employer and explained what happened. The CFO of my former compnay stated that the check came from Vanguard and the check was a real check. I called Vangaurd and spoke with Julia. Julia called Matrix Trust Company (they distributed the funds). All 3 of us called Truist to see what the challenge was and to explain that the check was a real and that the funds were covered. After being put on hold for over 60 minutes, Vanguard and Matrix Trust Compnay reps could not stay on the phone any longer. I revisited the Truist Oxon Hill location again on 4/26/22 to check the status of my account and was told that tge fruad department is still investigating. This makes no sense. The bank blocked my account but they still managed to take out fees for processing and NSFs. They took out over $600 in fees but denied the transactions.

I have 2 auto loans with Truist. February Maxima loan was reversed for unknown reasons and instead of refunding the ant it was placed on my Subaru acct as a payment and the remainder placed back on the Maxima acct. the February payment for the Subaru was paid by phone because of the transition previous payments were not pulled. This payment was not pulled from our Chime acct. But we have a receipt! It has been months fixing this

I made a deposit in my account last Friday. I was told there would be a hold on my check for 10 days later because i endorsed the check with a different signature. Crazy because Truist wasnt the issuing bank. The following day I went into a branch to show my signature and also bought a copy of the check that had already cleared the issuing bank. The branch was unable to release the hold. I called the customer service number several times only to be told that they have no additional information, they couldnt release the hold and they could not connect me to the back office to get any information on my money. That is just wrong. If my money was cleared by the other bank how is it right for you to hold on to it because the BACK of the check had a wrong signature.

The second I get my money I am closing my account. Truist has no structure and they are practicing things that CANNOT be right. Absolute worst bank ever. Now my mortgage will be late because of your incompetence.

Sometime back in September, 2021, several transactions were approved all though there were not enough funds to cover them. BB&T (Truist) reversed the overdraft fees and it was much appreciated. However, the same thing has happend again.

In September, it should have been explained to me that I would need to go to the bank and sign a document in order to opt out of the. Since it was not, the same thing has happened. Please reverse the overdraft fees associated with the banks error.

I have been to your bank in Onley VA signed to opt out in the future.

Thank you,

Wayne Carpenter