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

On April 7th $23,000.00 was wired from my business account that I did not authorize. I received a call that afternoon from what I believed was a Truist representative. (The fraud department verified the evening of the 7th that one of their representatives had indeed called me). He said that my account had been hacked and ask that I go in and change my password. He gave me a temp password. I didn't change my password until that evening but it was to late because the money was wired out. The fraud department told me the wire fraud department was closed so I would need to call the next morning.

On April 8th at 8:00am I called the wire fraud department. They said that it must have been a mistake because the money was still in the account, which it was.

That afternoon the fraud dept. called me and said that the money had been wired out and there wasn't anything that they could do. They would try to get the money back but probably couldn't get it all, if any. They told me to lock that account and open a new one which I did that same day, Friday the 8th. By Monday the 11th the new account had been hacked again. Since I was at the bank at 9:00am that morning they verified that the account was hacked again and the account was closed.

On 4/25/2022 at approximately 12:30 I visited the Brunswick, Georgia Truist branch. I asked Ruth M about splitting a deposit I was going to make. She stated that it could be done - no problem. Upon speaking with the teller, the transaction could not be accomplished. I asked another question regarding not receiving a new Truist debit card. The teller pondered and then told me I would receive another card within 7-10 business days. There was NO other information provided regarding my debit card. Much to my shock, I was unable to use my card two hours later. Not knowing what was wrong I went back into the branch at 14:30 to get the issue remedied. When I arrived back at the branch, the only person available to speak with was Ruth M. I asked what happened with my card and told her I was unhappy with her and the teller considering I was given wrong information initially. After using an expletive in a regular voice to describe the lack of service, Ruth M became enraged (she was actually shaking), and told me to not speak that way or... I explained that I was misled by her about the split deposit as well as the teller not informing me about the option of a temporary debit card.

Ruth M showed no customer service skills at all. She kept giving me excuses as to why each did not do their job. In addition, she was extremely unfriendly and should be trained to deal with all types of people; not just the folks smiling from ear-to-ear and nodding their heads in agreement. I expect better service and more professionalism from someone who deals with the public on a regular basis. I never had this issue from SunTrust Bank professionals.

Every time I try to sign in to my account, I keep getting the same message that the information I entered is incorrect. When Truist was BB&T I NEVER had this problem. Ever since Sun Trust and BB&T merged to become Truist I have had nothing but problems! If this continues, I will be looking for a new bank!

juanita Dashiell

I have been trying to get in touch with someone in the fraud department for the past month and half. I went in person to a branch and they just told me to call the number so I have and have been on hold for over 30 minutes at a time which I can't be doing everyday during work since they are closed by the time I get out. I have overdraft fees I'm trying to pay and the longer this takes the more it goes up so I'm furious! I will not be paying all of the fees do to their inconvenience. This is ridiculous! I will only pay a bit of the overdraft fees then close my account and find a new bank.

starting the end of march 22 my ckg act was locked act # [protected] my MM act # [protected] was locked. The user name and password were not recognized by your system. PLEASE TAKE CORRECTIVE ACTION

GEORGE W KNECHT [protected]@outlook.com

Day 18 now still have not received my debit card. If this is truist customer service at its best. I certainly do not desire to see it at its worst. I have been with this bank when it was 1st Virginia, Crestar, SunTrust (38 years total) and now Truist I have not been impressed with their service whatsoever they are definitely not customer oriented. It seems to me they have no interest in their customers I advised them I lived abroad and limited to how I can draw money from my account they still refused to expidite the shipment of the debit card. So like I said at the beginning of this complaint it's been 18 days and I still cannot witdraw funds from my bank account!

April 20th, 2022. All of my accounts and my online banking were blocked on April 14th, 2022, due to suspicious activity. After calling the bank numbers I found online I was told I need to speak to the Fraud Dept. After several hours and days on hold they still have not answered my call and there is no message or voicemail capabilities. I was told I need to come to a branch I am currently in CA my branch is in NC and I had no way of buying a plane ticket. I contacted my branch in Wilkesboro and the mgr unlocked my debit card but I cannot see my balance or transfer funds. I applied for a secured CC and was approved but then denied due to this incident. I have to wait for my SS check to be deposited because my $500.00 security deposit is frozen. PS I am stranded and need help.

I had a business equity loan with BB&T that was secured by a real estate property I owned. When the loan was paid off, $2600 went to “other” as part of the required payoff owed. When asked what that balance was for, I was told it was for unpaid escrow. I provided proof of insurance for all years the property was owned and the loan was held. They are still refusing to release my money to me. I’ve spent countless hours trying to get this resolved with no resolution.

I’ve been a loyal BB&T client over twenty years. Having paid off loans and making payments on time.

I was notified of possible fraud on my CC for $45. I eventually called and discussed it with someone at the bank who advised calling the CC department. They suggested going in the bank and filing paperwork if I thought it was fraud. Even though I didn’t recognize it I was afraid I may actually owe it. So I debated what to do. In the mean time I paid my card on time even though it was blocked and I couldn’t use it. I started paying a little extra to use for vacation if needed.

Then I received a letter stating my account had been closed! So I followed up in person at the bank, I was told no worries they’d get me a new card. A few days later I’m told the credit card department was unwilling to do so. That the only way I could possibly get a new card would be to apply for a new one! The block alone pulled my credit score down because I wasn’t getting credit for on time payments and credit history. I recently paid off our mortgage with BB&T which pulled my score down also. I doubt I’m even eligible for a new account. I just don’t understand how a card holder of over twenty years with excellent payment history is having my card yanked from me as if I’ve done something wrong. I’m very hurt and angry.

My Homeowners Insurance Company inadvertently debited my checking account for another person's account. on April 15, plus my payment. It was a clerical operator error on her end. I found out when my debit card was declined at the grocery store that Friday evening. I came home and immediately called Truist, the clerk told me to wait and it might disappear by Monday morning. I made a few more phone calls and managed to get someone to file an actual complaint over the phone at Truist on Sunday, April 17. I called this morning, Monday, April 18, and the bank could not find my complaint. I then called the agent, she called the bank personally and they said they would put me in a "hardship" since I am 71 years old and on a limited income. 4 days and I am $776 overdrawn plus a $35 overdraft fee. I am now in desperate need of my money. I have no cash. The payment I made to the insurance company was over the phone with my checking account information. I should have had that money credited to my account by now. I am desperate and disappointed in the numerous phone calls and no credit back to my account. This is the worst disaster I have experienced with any bank. They do not seem to know or care about this.

Dear Justin Wilford, Tony Thomas and Wsb Tv, Truist Bank has made me believe they are liars. They have our accounts so messed up they need to revert back to Suntrust Bank.

I have spoken to several customer represented, and all of my card transactions keep coming back as fraud transactions. It is so insulting.

It is a mess, I can not cash app any bills, they keep telling me my account has a fraud alert, and it does not. Our only hope is the media. Every bill I pay I get messages on some why they sent it back. See the message. I have been to the bank several times. I have called many times. No solutions just waiting time on the phone.

The people I wascon thecphonecwith work from home. My banking information is on there kitchen tables with there family. One lady in the fraud department, had her baby on the phone with me. She had no clue how to handle my banking issues.

I still can't use my debit card sending money.

Truist send me a message of the $200 I sent and said they cpuld not send it.

Mary Ward Cater

Mary W Cater

6350 Ivey ard

Mableton, Ga 30126

I try to login to my account using my VPN as a protective measure since I can see that truist has major problems all over! I rely on my smarts, education and my ability to be as stealth as possible to avoid fraud etc. Check this out OK? I sometimes get in using my VPN and the for some reason the idiots at Truist prompt me with "Access Denied

You don't have permission to access "http://dias.bank.truist.com/dias/authenticate" on this server"!

wtf?

I am dropping truist and their f'd up bank, burning my cards and checks because this POS bank sux. Farewell Sphincters! Now I get this [censored]. "Your subject contains too much CAPS letters. Please use standard letter case when filling subject or click here for convert".

Feb 20 Suntrust became Truist. On or about that date Truist cancelled my quicken payments to ATT and several other institutions. Truist has verbally agreed they did this. I encurred a late fee with ATT and Truist will not accept responsibility for the payment of the late fee. I provided documentation March 20 showing the late fee on the ATT bill. Truist has recongnized they cancelled a number of payments. Truist will not refund the late fee incurred and already paid by me to ATT. I filed a number of complaints within Truist but of course nothing is ever done.

I have spent over 10 hours on the phone with Truist to get this matter resolved. Today I talked to three people and the last person just hung up on me which has happened two previous times. They say they will transfer me to a department only to be hung up on.

I am filing this complaint against banker Jazmin Bailey.She screamed at me from across the room"take off your sunglasses this is a bank^,while dealing with another customer..There is no sign about sunglasses posted anywhere.There is no security there to kindly enforce a rule.Its very unprofessional to scream across the room at someone.She could have asked nicely or spoke to me as a human.but she spoke down to me because I am a color person..not right.i been a customer for a couple years and never had a problem like this.I am about to close my account and make sure no one I know uses a bank where color people are not treated equal.I work and pay taxes just like everyone else to be treated like I don't belong there..sunglasses on a sunny day is a regular that..this happened on 4/15/2022 in the market street bank.once I went to the window she continued to speak down to me and said she doesn't have to service me..I am very unhappy with this treatment...

I just received a text telling me my account is on hold related to unauthorized activity. The phone # it came from is [protected] the link they gave me is

truistweblink.com/ What's up with this? 4/16/2022 @ 407pm

So now your message states it will unlikely gain attention?

HELP! that enough characters?

Suntrust used only American customer service personnel. The "new" Truist is not! They barely speak English. I was on the phone for over 22 MINUTES which is a waste of my time. Make this a FORMAL complaint. Date and time was today 4/15/2022 at 1:15 PM. If you want more details call me...

John Shelley

[protected]

4/15/2022

I do not want any and all of my personal information and transactions to be viewed online. Nothing paperless. Thank you.

Margaret Kiel

I called today to find out why Alerts concerning a transfer of funds were sent to an old email address. The young ladies English was a bit iffy. She claimed there was no record of our old email, **@att.net when it should be **@hotmail.com, in your system. But have alerts from 4/3 and 4/4 from Truist about this transfer. They didn't go to the email on record. Luckily we haven't closed the email account, but will be shortly. If Truist sent us Alerts then obviously the email is in your system somewhere. I need it removed.

I tried to reply to one of the emails, the address that populates is [protected]@fs.marketing.truist.com

When i open the email the address the alerts came from is [protected]@message.truist.com

So, since you know what email account sent the alert you should be able to remove the old email address from your system.

I will also complain that being able to reach someone when you only have eastern time zone times is a pain. Your chat session is never up. This makes getting help a real challenge!

I also had a charge denied. Took a bit but finally was told the expiration date used was wrong. Funny, would have thought that deserved an alert but never got one.

I had better response and customer service when you were BB&T. Wish you'd go back. May look for a new bank if this kind of customer service continues.

Why is no one answering the help lines anymore? On hold for 2 hours to resolve a business banking issue is totally UNSAT. Truist has messed up my PIN and my credit card limit. Nobody to talk to.

Why is no one answering the help lines anymore?

Truist shut down a BBT branch in Dunwoody, GA where our family had a safe deposit box for many years. That box has disappeared.

I asked the branch to let my sister in Atlanta retrieve the box, but she was not on the account, and they said that they could only add her if she and I were in the same room. So I went to Atlanta, but they had fired the employee, and they said they had no record of our conversation. They said they would have two people open the box, send it to Florida, and then I could get the contents.

I have pursued every phone number and every channel. No one at Truist returns calls. For a good time, call their special safe deposit number: [protected] x4. After 12 rings, a disembodied voice says, “Sorry, Safe Deposit Box is not available." No one calls back.

Two weeks ago, I sent a letter by Priority Mail to William H. Rogers Jr., Truist CEO. I detailed my extensive efforts to find the box in their system. No response. Today, I am enlisting Senator Cory Booker, and asking anyone in banking, law or any related field for advice.

I am astonished that it has come to this, but Truist must be an incredible mess to treat its customers this way.