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

Customer service is horrible. Every time I call it is at least a 30 to 50 minute wait before you can get someone from customer service to answer the call, and when you do they can barely speak English.

The last time I called was March 10, 2022 to get clarification on a transaction that posted March 9, 2022 and disappeared the next day. I was treated like I was crazy and was told maybe I was confused because they saw nothing .

All I want to know was why my return was not showing in my checking account. How could it appear in green one day, as pending, and totally disappear the next. I want Truist to take me seriously and find my money. It is $101.76 returned to my debit card and now Truist can't find my money. I am a 77 year old woman who needs her money. This needs to be straightened out. Treat your customers like they matter.

I have been with Suntrust for over 12 years and had no problem with online banking. I also had checks and a Suntrust stamp . They have now switched to Truist and I was advised that I can no longer use billpayer unless I purchase a new computer and I would also need to purchase new checks and a stamp at my expense. I'm not quite understanding why to continue to bank with Truist "which not something that I ever asked for" I would be financially responsible and cannot fully utilize my banking efforts. Please do hesitate to contact me.

I am a former Sun Trust loan customer (a car loan). On February 20,2022, Truist took over Sun Trust. Since March 5, I've tried to make my car payment. The Sun Trust website no longer recognizes my account ID/password. Truist has assigned me a new loan number for me to use to start a new online account. Truist website doesn't recognize my new number. They instruct me to sign in under my old Sun Trust account-WHICH NO LONGER EXISTS. Now I can't sign in to either site to pay make my payment. Any attempt to call any number (and I've tried several) leads to the same voice mail: I can't do anything without an account number. The voice system doesn't recognize my loan number and without an account I can't get through to any person. I've even tried calling a local branch in North Carolina only to get a message that the voicemails are full,

I literally have no way to pay my loan payment! I don't want a missed payment on my credit history but there is literally no way to make a payment! In addition, an email was sent out saying they'd mail us information no later than April. If I wait until then, I'll be two months behind in car payments!

My mother, aged 80 years old, is being charged monthly for her paper statements with printed check images mailed to her home. Charging a woman that does not know how to do online banking and has always had her bank statements mailed is unethical. Having printed bank statements mailed is a reasonable accommodation for persons that have no access to computers, do not have the mental capacity to operate online activities, have impaired vision, and born in a generation that may not understand the changes in society thus does not participate within those changes. She is charged $4 per month for what should be a reasonable accommodation given her age.

Today, March 9, 2022, when I was using on-line bill pay, you click on "send money" then you get a screen that says "Bill Pay / Payment Confirmation" listing the bills you paid, the amount you paid and the date your payment will be made. At the bottom of the list there is a button that says "print". When I clicked print all that showed was "Bill Pay / Payment Confirmation" on the top of the page! No list of payments, no amount I paid and no date the bill will be paid. Nothing but the "Bill Pay / Payment Confirmation" at the top and then a blank sheet of paper!

Actually, this a minor matter compared to the ridiculous and most confusing layout of a website I have ever seen! I don't know who designed this atrocious mess but whoever it is should be fired. When it was Suntrust it was clean and simple to understand and easy to get to where you wanted to go. When you log into Truist you are confronted with a mass of boxes and so many choices that it boggles the mind. Enough said, I hope you get my drift.

I have tried to use my online banking account numerous times. After I reset my password, it will work for a few times and then stop working. I am sick and tired of constantly being cut out of my account that previously worked. I can't get through after a reasonable wait by phone and my branch can't help me. I'm not going to spend a considerable amount of time on the phone only to find that what I am told doesn't work the next time I try to access my account. Please resolve my dilemma or I will cancel my accounts and go elsewhere.

I’ll call once a week for three weeks and still no debit card. They killed my SunTrust card. Then I said they sent the cards to the wrong address! Now I have to wait another week or two for a card!

But I don’t believe them cause every time I call I get a different person with a different comment!

I don’t think they know what they’re doing!

They said it will take 48 hours to do this transition but is now going on for three weeks!

I have to use a real credit card to pay bills because I have no debit card!

Know how I’m going to pay my credit card without no debit card!

They are hurting people and they don’t care!

This is absolutely the worst bank that I have ever dealt with in my entire life. They are completely worthless. My mother in law has an account with Truist and she is getting up in age and has dementia. She used to bank with BB&T and had no problems but since Truist has merged with BB&T it has been nothing short of a nightmare. I am a financial advisor and located in Kannapolis NC. I told my wife who also has an account with Truist formerly Suntrust bank and she has had nothing but problems with her account so we are going to move her account in the near future to the NC State Employees Credit Union where they actually care about their clients. Getting back to my mother in law I advised her to close her account with Truist and move it to a new bank. On Friday 03/04/2022 my wife went by the bank located on South Cannon Blvd. in Kannapolis NC with her mother to close the account and withdraw all funds from the bank and move them to another bank but when she went by there with my mother in law to close the account she was told by a lady in the bank that they could not close the account because it had a fraud alert on the account and they would have to call the fraud department. They left the bank and went home and called the fraud department and were told they would have to visit a branch and speak with a manager. I left my job and met my wife and mother in law at the bank and we spoke with the bank manager. We were told by the bank manager that there was nothing he could do since her account had a fraud alert on it. I told the bank manager that was a bunch of bull and demanded that he allow her to withdraw her funds. He actually acted like he didn't know what he was doing. He said that he would have to send an email to find out how to release the funds and close the account. I left the bank since I assumed it was a done deal. My wife and mother in law waited at the bank until almost closing time and the bank manager told my wife that he would call her later that afternoon after he heard back from the email. Needless to say he never called her back. On Monday 03/07/2022 she called back to the bank and of course the bank manager was unavailable so she left him a voice mail. He called her later that afternoon and left her a voice mail that he had not heard from his first email and that he was emailing for the second time and would call her later that day. Guess what no return call so we waited all day Tuesday and still no response The next day I called the NC attorney General office in Raleigh and was told that the bank had to release her funds. I also called my local attorney and was told that the bank had to release the funds. I called the bank manager and left a voice mail and relayed the information that I was given. Of course no call back. My wife called the local branch manager back again and was told that he had not received an answer to his email and there was nothing he could do until he received an answer from his email. I wonder if the bank manager has ever heard of a telephone! She then went over to her mothers house and called the fraud department and they had no record of her account. What a bunch of baloney. I called my attorney back and he is drawing up a power of attorney for my wife and we are supposed to sign all the papers on 03/10/2022. After we have the power of attorney. We are going to approach the bank one more time and try to get the account closed and funds released. If this doesn't work we are going to sue Truist bank. Take my advice and stay away from Truist bank. The worst bank ever!

Hello,

I am writing this email in great disappoint with Truist banking. $1927.44 was force taking out of my Savings acct with out notice or warning which left me in a serious bind. This money was taking because my name was on a joint acct with someone who closed their acct with Truist and my money was taken to pay off a remaining balance that was left on that closed acct. l have been banking with BBT/Truist since 2012 and have never had a problem till now. I am so unhappy and dis satisfied how this was done, a notice, email or phone call to confirm this " FORCE " transaction could have been done but it was not. I contracted covid twice and I got way behind on bills when I received my Federal income tax I put money aside in my "savings acct" to try to get caught up on bills. Truist took from me and I'm so unhappy and would like to be refunded. I really like banking with Truits but if this is how the business is done I will look into another banking.

Please review and advise on this situation. I am hoping this email reaches the CEO William Bill Rogers or Kelly King.

Thanks,

Shawna Garrett

[protected]

We haven’t received our mortgage documents to do taxes. When we try to login online it automatically disconnects us so we cannot download them online. After waiting 60 mins on the phone, they said they mailed it and it has been over a week with no documents.

I was a Suntrust client for over 30 years. I opened two business non-profit accounts with them and had between 300,000-400,000 invested. They were pretty much non-existent during Cvovi and since turning over to Truist have been worse. Impossible to get in a branch during Covid and now an act of Congress to try to schedule an appointment. So far I have refinanced one house with another lender, closed one non-profit and getting ready to close the other business and my personal accounts. Went to see a banker at the Coliseum Hampton branch today and he could careless. Funny they have the importance of CARING up and show NONE.

Terrible bank - impossible to reach on-line, chat cannot handle anything (purely robotic) and just no management it appears from top to bottom. Taled to several execs before I moved my mortgage and very accomodating (like l was an idiot) but no s=desire to solve problems and concerns.

I had a security breach with my Truist debit card. Thus far, I have been on the phone with Truist for 3 hours over 2 days trying to freeze and resolve this issue.

There is no customer service. I recommend everyone file a FDIC complaint regarding Truist: https://ask.fdic.gov/fdicinformationandsupportcenter/s/article/Q-How-do-I-file-a-complaint-against-a-bank?language=en_US

They should not be allowed to take customer deposits or maintain their bank licence. Furthermore, Truist should be investigated by the FBI and DoJ for consumer fraud.

Hello,

On Friday March 4th 2022, I spoke with the bank about cancelling a transaction.

I spoke with Mitty Lett [protected]) regarding the issue and was given the fraud department number. My self, the leasing office, and one of your local bank reps Alesia Carter [protected] - NMLSR#:1129081), have all called this department and waited no less than two hours before we were automatically disconnected. I have yet to reach this department and as a result, my account is completely tied up.

My name is Tommy Walburn, [protected], tommy.[protected]@gmail.com.

The disputed amount is $1247.00 and has been processed with your representative (Mitty Lett). I need to be contacted about the next step in this process and information on when my account will be credited.

The case number is [protected].

This is my third communication today. I was told to fill out a form to get to talk to a lawyer. The form required the account number of the credit card in question which I cannot locate. Therefore I cannot complete the form

I called in to reset my password. I waited on hold for 35 minutes and then a customer service rep came on the phone. I spent another 37 minutes waiting on this idiot to reset my password. This guy was constantly reading off a script that said he was using his resources to try to help me and thank you for your patience. I stopped counting how many times he said that after around seven or eight times.That literally should have taken two minutes. I asked to speak to his supervisor and he put me on hold for 20 minutes only to come back to tell me that there was no supervisor available. Surprise surprise. This is not the first time I’ve had trouble with their customer service but I promise you it will be the last.

I have had Suntrust accounts for many years. My closest branch was closed, so all the people I have dealt with are no longer available to assist me. I was shocked to open my on-line account and see that they had changed my first name on the account. It is not my name on my account. Unacceptable. When I contacted the bank they said it was not a major issue because only the online banking seemed to have my name wrong. WHAT? IMO any wrong name is an issue. They need to correct this, but seem unable to figure out what to do. I will be closing my Suntrust, now Truist, accounts ASAP.

have to order new checks , but must change address. need a person to talk to to do this. [protected] will NOT GET A PERSON and all other # put you back to same damn messages.

call me at [protected]

Eldon DeHart

I have been a SunTrust customer for 20 years and a small business banking client for 4 years. I have never had deposits in smaller amounts (under $5k) held before.

I deposited funds yesterday and checked balance today to see that I have a negative balance, overdraft fees accumulated and my $4000 in deposits is being held.

The local branch does not know why this is happening and cannot assist.

I went to the Lee Davis Branch @ 7016 Mechanicsville Turnpike Mechanicsville, VA 23111 on Monday March 7th. I was in the drive through line before 5:00pm and when I finally made it to the tube the very nasty young lady at the window refused to help me and pulled the tube back into the branch. I am a long time client and ex employee of BB&T and I do not think it was right to have an attitude and just refuse to help a client.

It was not my fault that the other clients transactions took longer and I was not able to get to the tube before 5:00 pm. I had a company deposit and a personal withdrawal if the young lady would of said I can only do the deposit I would have been fine with that. But she decided to be rude and nasty so here I am making a complaint.

I was on hold today for 1 hour 46 minutes then 50 minutes and no one ever answered the phone. There appears to be no way to reach them to resolve account issues which are numerous since the merger. I needed to pay $1300 on a balance, ie $891 toward principle and remainder toward interest. Truist debited 3 monthly payments instead which charged interest 3 times.