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

My debit card was lost, last time I used this card was 09/07/2021! Thieves racked up over 1, 000$ in charges. First the money was not even available, and second what financial institution allows DEBIT CARD TO OVERDRAW over and over? The CEO has ignored numerous attempts to look into this CRIME! I signed sworn statement that I DID NOT USE THE CARD... This issue has been dragging on almost a month.. my health is suffering.. I cannot use this account to pay ANY Bills.. the fraud dept paid a few.. AND NOT THE OTHERS. At this point I am willing to draw attention to this bank.. as well as myself.. OR HOWEVER I CAN solve this problem... Mr Kelly investigate this matter

My identity was compromised and thieves ran my bank card up over 1, 000.00$
It has been approx 4 weeks now and my acct is still overdrawn. I have signed sworn statement, visited local branch, this morning made 4 times..oh wait and have emailed "CEO" Mr. Kelly to look into this matter. Obviously Mr Kelly as well as fraud dept refuses to acknowledge this CRIME. I cannot pay credit card bills, groceries are compromised due to me having to generate cash, AND this has gone on too long. FRAUD DEPT..that takes at least 1 hour to get thru...while the message brags about this giant financial institution. DO UR JOB, INVESTIGATE ME...and credit my freaking account...

Truist site is the absolute WORST site ever launched! I'm ready to take my banking elsewhere. No way to send an email, or contact anyone. It takes me at least 45 minutes to find what I'm needing to get to. BB&T website was much better. I'm seriously considering going elsewhere. I call customer service and they all tell me it's just glitches in the system and should be worked out by December. Then launch this trash app in December when all "The kinks are worked out" for God sakes! There are people like me who are not smart phone or app savvy. This is a terrible way of doing business. And I see charges that cannot be explained that Truist done see. Why. This makes me very nervous and none trusting in my bank who holds my entire bank account. Since they have transferred over from BB&T. I have had my card used fortunately. Not by one business but by 2. Cyber crimes has been notified on all "49" attempts to fortunately use my UPS account. And Used fraudulently with Best Buy for $597. I have resolved both. This site is the worst unprepared and unprofessional site I have ever dealt with. If you are going to launch a site, why wouldn't you work out the so called kinks before launch. I noticed a charge for $167.30 today pending on my account. I could see it. But Representative could not. It was marked in grey. And you could not tap into it to see who, where, or why the $167.30 was going. But as I was explaining this to the representative... If magically fell off. Very suspect to Me! This site should have never been launched until Truist had a mock trial so to speak on using the entire site with every aspect any customer would incur. I hate this site I hate the transfer it's something's not done I'm taking my money elsewhere and I've been with BB&T for a very long time at least 5 years and now not even 2 weeks into trust I want to thank elsewhere. This is atrocious and unacceptable

I can not see statements on my checking account. When I try to cancel paperless to get statements mailed to be gets an error that I CANNOT get that option! I went to my local bank in Cary, NC three times in one day to get info on why I cannot see them - nothing worked; but the bank can see statements and print them. They said I was set up to PAPER statements, but the website says the opposite. I called a different branch (used by a good friend of mine) and the VP said that the website had a number of problems and would be fixed last week. Because I neither get mailed statements or ability to see on the web, I missed a payment on me Home Equity Line!

Have the website designers call me for what is wrong.

My name is Barbara D. Cheeseboro. My husband and I have been banking with Truist (formerly BB&T) for more than 20 years. We currently have two mortgages with this bank.
On Friday, July 30, 2021, I made a payment with AT&T, using my debit card, through the automated system, which picked up the wrong amount. I immediately called AT&T and my monies were sent back to Truist. Truist returned the funds to AT&T, reason given: because they did not include my debit card expiration date.
On Monday, August 2nd I called Truist Bank on 12th Street in West Columbia, S.C. and asked when could I get my funds. I talked with a gentleman, which at this time I do not recall his name (but who is very familiar with me and my dilemma). He and I in a conference call made contact with AT&T to let them know they needed to resubmit my monies that the bank returned to include my debit card expiration date. AT&T said they had returned my monies and there was nothing else they could do.
I thereafter (August 3rd) went to the Truist bank in person and talked with a Ms. Crocker and she got AT&T on the phone and we were told the very same thing, they had done what they were supposed to do.
Ms. Crocker told me she would look into my dilemma further.
She ultimately called me on the same day and told me I needed to pick up some papers to send to AT&T. I retrieved the papers the same day and emailed and faxed the paperwork to AT&T. Ultimately, I have received no response. I tried calling AT&T was continuously told I needed to contact my bank to retrieve my monies.
I was thereafter guided by the gentleman from the bank, that I cannot recall his name at this time, to file a fraud claim and I would get my monies within 24 hours. It is now September 21 and I still do not have my monies.
I have called Truist on numerous (waiting on the phone for more than an hour) occasions and all I get is a different person every time.
I did talk with someone on September 16th that told me my monies would be available on September 20. No monies were debited to my account.
I called Truist again on September 20 and was told they have not received a response from AT&T in regards to my fraud claim and that I would have to wait another 16 days. I requested that someone from upper management give me a call. I was told it would be 24-48 hours. I did receive a call on Tuesday morning, September 21 from a Ms. Julie. She told me she needed to review my file and to give her a minute. She put me on hold and the call was ended. She didn't even try to call me back. I have talked with at least a dozen different people on the phone from Truist Bank (after waiting on hold for 45-hour each time). I am stressed out. I have been having tingling pains running down my left arm. I ultimately had to call my doctor today to make an appointment. I have had to secure monies to cover other debts as a result of my monies being on hold.
I do not understand why I have been through all of this for information that Truist Bank has (my debit card expiration date).
My debit card has an expiration date of 9/21. I have even called to find out when I would receive my new card. I was told by three different individual three different information. Lastly, on Monday, 9/21, I was told I should expect it any day now; if not, call back; and, too, the bank is having problems getting out debit cards. I have never had any problems in the past with getting a new debit card.
I am in need of help ASAP. I have been through so much and it's affecting my health.
Please someone give me a call ASAP regarding my claim #C-[protected].
I can be reached at [protected]; [protected].
This complaint is being sent on 9/22/21

only wish to join the list of people who are disheartened at the closing of the ocean view branch (131 w ocean view ave., norfolk, va. 23503). this has been a trusted banking choice for many years now. understand that large institutions must make decisions as to which branches serve their customers most judiciously. however each bank is made up of one patron at a time. and feel that it is imperative to voice my thoughts on an unfortunate decision.

I was trying to get rid of an "requires immediate attention" item involving a payee. I couldn't eliminate the message, so I tried an online "chat." After waiting a considerable amount of time, I got connected to someone. After another half hour of discussion, the "helper" couldn't help. I called the help line, waited for another half hour, and that person referred me to a different number. Another half hour and no-one answered. This morning I tried again, and requested the person call me, since the wait time was 25 minutes. The person did call, but said he'd get me over to someone who could help. I said, "Now don't you lose me." After a few minutes of silence, I got a fast busy signal. That's absolutely rotten. Eventually, with my extreme frustration at your help systems, I eliminated the payee altogether.

FIX YOUR SO-CALLED HELP SYSTEM. And don't bother apologizing, saying we're experiencing an extra heavy load, etc.

You can tell me what you are doing to correct this horrible service.

First of all, they are NOT available on Sundays... a new development since Truist took over BB&T, so your information needs to be changed on this site. Second, I have no access to my funds through my debit card. My original card was stolen two weeks ago. I cancelled the card, and got a temporary from my branch but that card did not work, anywhere. I just sucked it up and stretched my cash until my permanent card came in the mail. Activated it successfully and I thought everything was good. Didn't realize it wasn't until I filled a grocery cart full of groceries to feed my family, got to check out and my card isn't working... usually not a problem. In the past I've been able to call BB&T and their amazing customer service always figured it out. Imagine my disgust when TRUIST is NOT available on Sundays. I understand my local branch (which is amazing) not being open on Sundays... but to not have anyone available to its members on Sundays... thats ridiculous. I do not understand. I have had nothing but issues with Truist since they took over. BB&T had fantastic, over the top customer service for the last 8 years we have been banking with them, but now... it's been garbage. My card randomly locks up, sometimes when I am only a county away trying to get gas but works just fine when I am 3 states away swiping it in a shady gas station filling my tank.
I have no groceries, because I have NO money until I can sit on hold for 45 minutes or I can get into my local branch, if I can make it there because my van is running on fumes. I am embarrassed, I am mad, and I am broke. I am seriously considering finding another bank, because its rather obvious that Truist does not care about the people behind the money in their establishments.

The dark purple is absolutely awful to look at. It's eye straining. It needs to be a lighter interface! Absolutely terrible coloring . I'm 29 and it strains my eyes. I have no idea how elderly can see this clearly . I've included a screen shot of the app, as well as my excel file i use daily in "light" and "dark" theme to show the difference

I over paid $83.63 to my own Visa credit card and had a negative balance -83.63, when I transferred the money back to my checking, they charged me $10 "Cash Advance" fee! when I called them they said that is cash advance fee, when I explained it is my own money, they said: "you should have called us" This is the way they treat a customer of 15 years. Your system should bounce back negative balance automatically, but you want to steal money so you do not have this function

I paid my usual bills on 9/9 - they are not showing at all! The new layout is terrible, a lot more work and not intuitive at all. I left my number on the automated system for a call back (supposed to be estimated at 17 mins. - it's been nearly an hour now) and I still haven't heard from anyone. I have no idea why "they" decided to make it more difficult to do anything with the bank (and the new name is stupid!)

My name is gordon criswell i was in the trinity bank on 09/11/2021 to stop fraudulent withdraws from my account i got it down to $610.09 now it's $1083.09 i'm going to change all of my bank information on the first of october 2021 my address is 4816 grist mill circle new port richey, fla.34655 phone#[protected] account#[protected] right now i don't have any funds if i can get this fixed i can pay off the credit card they are scammers

As the Truist online banking app is completely user-unfriendly and not satisfactory to check your transactions (some transactions are not showing up and are out of order), I have been using the Intuit Mint app previously with SunTrust to track my budget. However, Truist does not support this app, when is this issue getting fixed? Either make your online banking app up to standards or please allow third party apps to use my transaction information!

I visited a truest bank located at 2600 West Main St. in Conway. I waited in line inside the bank for at least 20 minutes so I decided to go outside to the bank in and do my deposit which is all I needed was a deposit at the ATM. The ATM was not working. I went back into the bank and waited in line again and a person said they're doing the best they can. I noticed that none of the regular tellers that I was used to from BB&T were there. I then tried to call Son Truett which there is no number for Truett so I called BB&T number the 800 number I could not speak with a human. I called SunTrust since they had merged With BB and T. They could not access my account. They referred me back to the 800 number that I had already called and could not get a human. I have been on the phone for well over 45 minutes just to be told that they can't help me. I am very very very disappointed in the customer service that I received today I would like a phone call to apologize and figure out a way that this doesn't happen some poor other soul my number is [protected] my name is Beth BTH. I have been a customer of yours for well over 20 years and I am going to immediately remove all of my accounts as I am no longer comfortable with substandard customer service. It is September 7 at 12:54 PM I would appreciate a phone call back today

Your recent online interface changeover have taken online users a big step back in automation. I am online banking and system savvy. Both of these experiences were using a desktop. To pay 15 bills, as an example, it takes 48 additional key strokes than accomplishing the same with the former BB&T site. I've constructed a quick punch list of errors/issues I've encountered so far, feel free to contact me for that data. Note this is the analysis your IT folks should have done prior to swapping out the interface. This is fundamental stuff. If you are no better than this in your business processes, attention to detail and quality control, it is a bad sign of things to come. I will be shopping for a new bank.

Relationship Banker, Elmer Santamaria... this guy ask me for my social security number for no reason... Notary's only want ID not social security numbers... that is a privacy violation, I will make a complaint with the SSA, following this complaint. This happened on the morning of 31 AUG 2021.
I ask to have a statement of fact notarized. He read it and said I needed space for a notary's seal and date. I left and found out it's a simple notary form, called Verification of Subscribing Witness. This Elmer guy could of looked it up printed it for me, he is not even a Notary, He would shielding the actual Notary... BB&T branch in Kernersville, 237 East Mountain Street.

Todd Bentley
tb. [protected]@protonmail.com
703.994.7108

Truist app set up comes up blank. I do not have a device that has 14.0 or higher. Now I cannot monitor my account balances. Truist worked originally but now comes up blank when I sign in. What a pain in the [censored]. If you would like to purchase me a a iPad or iPhone that supports IOS 14.0 or higher you have my name and address And you have my permission to send me a new iPad or iPhone at your expense. Your service SUCKS.

My current mortgage is with SunTrust (now, unfortunately Truist who has all but obliterated any semblance of SunTrust). First, the incapable person that was assigned my case, Ella Pass, tried to process this as a new mortgage. Then she used Zillow as a form of valuing my property... which showed that my property had dropped in value by 50K in the last 3 years. WTH? So she told me she could only provide a certain % of my mortgage balance. Again, WTH? This is a REFINANCE for a mortgage that is already with YOUR company. Then, she ran a hard check on my credit (which is perfect) and I was sent links to complete for the loan. Not once did she answer my questions, tell me what kind of rate that would be offered, what a new payment would be. I emailed her multiple times. The last one was, "I'll take a look at that in the morning." I waited a week, with no response. I emailed her back and she told me that the loan documents were closed because I never completed and signed them online. Again - WTH? So, now I have a hard check on my credit and no information from Truist (which the advertise as formerly BB&T bank) on refinancing rates. I left BB&T because of their horrible service and went to SunTrust. I'll be moving all of my investments, mortgage, checking and savings from Truist. Their slogan should be "Truisit... truly the worst bank since BB&T".

The app stopped using Face ID and then locked me out, I've been on the phone for hours and no one could unlock my account or reset my password, tomorrow me and my family and friends that use BB&T are all going to capital one bank, billions of dollars and you can't hire a person to build an app that works? We'll trust our money with someone else!