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

I received a random phone call three weeks ago, 2/23/2023 from a Truist “customer service” rep. She stated, momentarily, I would not have online access to my checking account(a feature I use daily) because of a “glitch” in the system. I asked several questions, none of which she could answer. She said I had to go, in person, to the branch and they would straighten everything out. Worried about the safety of my funds, I immediately went to the branch. The branch said due to new FDIC rules, Truist “discovered” BB&T, 20 years ago, set our checking account in our trust’s name up incorrectly and that our account and thousands of others have now been red flagged and no longer have online access. We filled out the proper paperwork to correct the bank’s original mistake. We were told it would be resolved in 5-7 business days. On March 1st, still no resolve, went back to the bank to be told the paperwork filed on 2/23/2023 needed to be redone. We redid the paperwork. As of March 11, still no resolve. I am 91 and I rely on the online banking feature to ensure my deposits are being made and my monthly bills are being paid. The banking personnel at the branch are all very kind and helpful, but their hands are tied, they can only do so much. The online banking support team are awful, rude, condescending and unhelpful. I’ve tried calling corporate in Charlotte, I’ve tried contacting Bill Rogers, the CEO and their legal team. I am now researching the Board of Directors in hopes they can help.

We had a MORTGAGE from Susquehanna Bank on our properties at 537 Franklin Street in Reading, PA and 303 North 11th Street in Reading, PA. after merger with Truist bank it was converted to a "Small Business Loan", which we paid off. The Loan account number is [protected]-8001. We request a Mortgage Release form filed with the city of Reading and the Berks county, PA. Please also mail back our original paperwork that we signed by us marked as "paid off".

Esther and Walter Zurkovsky

I paid my loan off November 28,2022, in the process of buying a home closing date 3/13/23, found on my credit report Truist reported I was late 30 days in Sept.2022 & Oct. 2022 after pulling bank records & Truist statements found TRUIST applied two payments to principle that wasn't applied to my payments, so it showed being late at the end months of paying this note OFF! Called & called, went to local banks & they all say the SAME! We're sorry, we see the mistake BUT you need to dispute with the credit department & that can take up to 30 days. No manager can help me, NO ONE but this invisible credit department that I can't ever speak to! You have to write a letter OR dispute online & AGAIN it can take up to 30 days! This bank's customer service is the WORST I've ever experienced! I'm writing to congress; state senators & wrote a letter to the vice president William Rogers to inform him the service from his bank is HORIBLE. If I lose this house over this MISTAKE TRUIST made on my account, I'm hiring an attorney & suing them! This is ridiculous!

Wife and I have been banking here for almost a decade. We have never had any problems with customer service or effortless transactions. Recently this past year around December/ January new staff - a new banker is hired or relocated (her words) from a different branch. Happily greeting the new team members thinking this would improve our experience at our neighbourhood financial institution. It started when my wife said she went to get a new account opened & there was no banker on site since she was on lunch. Notified by the team that no banker was available my wife decided to drive to the next branch over located in [edited] . To her surprise right when she was pulling up - the new banker [edited]& the [edited] branch manager [edited] were casually disembarking out of a red Nissan suv. They kiss goodbye and they part ways. However after hearing this I told my wife that I know the [edited] manager is married & has 3 kids; that he wouldn’t blatantly be [edited]. Two weeks go by and my wife and I are driving to the bank. We decide to stop and enjoy the natural trails before reaching the Rowlett / lake view branch. Was were parking a red suv parks beside across from our vehicle. Being friendly I nod my head towards the driver & notice a Truist name tag. It’s the same red Nissan! [edited] driving her manager [edited] probably on company paid lunch time to have [edited]. We couldn’t pick our jaws up form the floor. [edited] is one thing, but doing it out in the open in a car on a public trail. I was embarrassed and had to drive out of the there. My wife was appalled, we immediately headed over to Frost opened a new account. Not the example we should be setting for our younger generation and children. Beyond disappointed in the management of this bank. We do not recommend going in business with such a flimsy run institution.

A Deed of Trust and Security Agreement from MAB, unmarried to David T. Black, Trustee(s), securing an indebtedness to The Home Bank of Tennessee, in the amount of $22,750.00, dated September 27, 2002 and recorded on October 7, 2002 in Trust Book 1126, Page 43 in the official records of Blount County Register of Deeds Office to be satisfied and released.

In May 2007 we applied for a Heloc with our local Bank CBBC for $85,000 and paid off the $22,750.00 which the note had been sold to BB&T and Truist. Which should have generated a Lien Release and it been recorded at our Deeds office, but they didn't do this, they dropped the ball and now we are paying big time for it. We paid off our $85,000.00 HELOC in 2017 to our local bank. and debt free and our home is paid off and Valued at $442,000

And now it begins, the crazy!

A friend offered to sell us her house for $70K in a quick sale and we said sure. So we went to our bank to open a HELOC for 150,000.00. and pay our friend 70K in cash for her house, easy enough, we thought! until the title company for our HELOC Closing came across and old Lien that did not have a Lien Release for the $22,750.00 and back in 2007. And insult to injury no records at all no account, SSN, Amount, nothing!. So the title company submitted to Truist a Lien Release form on 2/8/2023, The local Truist bank Manager submitted a release form after getting the documents from our bank manager to expedite this. Because the normal processing timeline is up to 30 days. This is not normal and this is not my fault, TRUIST needs to make an exception and get RELEASED NOW, If I lose this house because of their negligence, They will forsure be talking to my lawyer.

I and others have tried since 2/8/2023 to get thru to someone. On this matter there policies prevents this from happening at all cost. Sometimes exceptions have to be made to deal with extraordinary situations.

AND THIS IS ONE!

you can reach me at

Dave

[protected]

[protected]

[protected]@surefeedparts.com

[protected]@surefeedparts.com

2/27/2023 - 12:20 pm Truist bank has be an absolute nightmare to deal with. We applied for a Dr. Loan 95% financed temporarily until our home sold. We were given a clear to close and 24 hours later informed that they would not honor the 95% and would only approve an 89.9% loan. We were too far in not to go with Truist without having to change our closing date, so we had no choice but to find a way to get the extra funds. We were told no more glitches. On Tuesday, 2/21/23 at 9:24 am I was again given a clear to close and told we had "final underwriting approval received and clear to close". At 11:09 am I was then asked for a fellowship certificate, not a diploma or license (which was already submitted). How do you get a clear to close and then need to submit further documents? Fast forward to today (closing day), please submit your IRA or retirement account statement and email it ASAP. We are supposed to close in 2.5 hours! What is going on right now? This is unacceptable and absolutely ludicrous! How can you treat people this way? I have no problems submitting the requirement information, but to put me and my family through this is atrocious and unacceptable. I would like for someone to explain this trainwreck of a situation to me. I believe, at the VERY least, that I deserve an explanation.

Arun Rao [protected].

"On February 14th, I made a transaction through Zelle. It was put on hold, and suddenly without any reason, my online access was blocked. You sent me an email telling not to do anything if I was the one who made the transaction, and so I did. Not answering was supposed to be my agreement. I am in Argentina, and that money is my livelihood. Despite numerous telephone calls attempts to resolve this issue, I have not received any solution to the problem. I understand the need for security an identity verification, but is not realistic for you to expect and it is impossible for me to present myself in person with two identifications. I am being bounced around between calls to the bank and calls to the fraud department, and nobody is solving anything for me. This situation is highly stressful, and in addition to generating extra costs in international calls, it causes me the inconvenience of not being able to fulfill my financial commitments. I need immediate action to resolve this inconvenience that I have not caused, but rather, you have.

On 2/8/23 my account had fraud on it, either there was an error or fraud, I had 2 accounts, and the one account no transactions were ever made on that account because Truist never gave me a card so I would receive direct deposits in this account but all transactions had to be transferred to the other account, that day I transferred $100 from the 8425 accounts to the 9112 accounts as I have done in the past, went the atm and withdraw the $100 that I transferred. Later that day they state I withdrew $300 from the 9112 account which is not true only $100 was transferred and only 100 was withdrawn. then they cancel my account for fraud, then I filed several claims they then deny all the claims for the remainder of the money I had they stated they have me making 3 transactions, and state they have me on camera but all they show me withdrawing is $100, while I had claims I also had claims on transactions they denied every claim I, while my account was in closure mode. even disputed a transaction for aliexpress which is an overseas company, trust denies tha claim also, then on 2/16 -2/24 express refunded me $16.73 $5.29 $5.59, $5.59, 5.29, $35.53, and 9.73, around $80-90..all of those amounts were refunded to me, Truist rebuttals again they state they didn't accept the payment but refuse to give me numbers of the arn or even refuse to trace arn number to see where the payment is nor will they correct any of the banks already will not allow me the earning for both account which was a promo both of the accounts i was supposed to receive $300 after 2 direct deposits yet they refuse to credit me for the promos, and these refunds Truist refuse to check the arn number and it has me back and forthe texting aliexpress and calling truist i dont know wher my money is but i need some assistance more than the bank is offering me...they cancelle my accounts because of fraud yet hey deny all the fraud claims and that was due to the accoutn being so called closed yet they wwouldnt allow a chargeback to be approved nor will they look up the arn number to see where my mone is and they have casued me over $1500 that i have lost to this bank, and it makes me mae to think how much money truist has caused me to lose and they refuse to track down my money upsets me very bad...they also had 3 situations were disputes were reversed and they are never able to provide how they came up with the decision they made them deny my claim these attachments are arn number what truist refuse to look they even refuse to let me know that these even exist ...

Garbage fraud criminal bank. A 10 day hold on an insurance company check for $7500.00 from the same state. Check cleared issuing bank next day. Hold not released due to (doubtful collectability). Circle jerked on the call center for hours. From people who can't speak english properly, hung up on multiple times. After all of that I was told to go to the branch manager with supporting documents related to the check. I then went to the branch where the check was deposited and the vice president lied; she said she could not get a hold of the bank to verify the funds. So I called the issuing bank and with in minutes they sent me an email copy of the image showing it cleared last friday, the day after the deposit. As of today they still refuse to remove the hold caused by there algorithum. After 5 years with bb&t/ truist never depositing a bad check, you are treated like a criminal. Also you are constantly being told this is for your protection. No one could explain how this protects me? I was never notified before the deposit of such a hold or I would have put it in my td account which never gives me trouble. Imagine how many people that they do this to daily. That is a pretty nice float of other peoples money. I am fortunate that I was not pressed for the money, but it is not the point of this. How many people count on the money to pay bills and get screwed by this criminal operation, somebody should be in jail.

I called. to find out why my card was turned off. They could not tell me. They said a new was sent to me on 2/11/2023. It's the 22nd and still no card. So, I said turn off and overnight me a new one. They cannot do that; they have no option for that. So, I asked for a manager and get the run around. Ashlee the young lady has me on hold for a manager. I been on hold for 55 minutes now. Between my daughter and I we have 4 accounts that are about to be closed and moved to Chase. I been with SunTrust since 1998.

I am completely unsatisfied with the way your company has handled by loan modification process. I call every week to speak to someone to be told I will get a callback and no one calls back. Today, 2/17 your agent Anita hung up on me. Shelia last week told me she would have someone call me and no one did.

I completed loan modification papers. Made the escalated trial payments and was told my new payment would be 1802.87. A week later, I received another notice that my payment is going up to 1921.26. This is not much less than I was originally paying so I do not see the benefit of the loan modification. Your customer service tells me the extra is due to low escrow but can't explain to me why this wasn't factored in when the loan modification was evaluated. You guys can keep making mistakes and it's the clients that have to pay the price. Our income has been impacted by Covid and the extra 129.00 is not within our means. It is unacceptable that when I ask to speak to a supervisor I am told there is no way to transfer a call. That is ludicrous. I will be filing a complaint with the BBB to let them know that your company is difficult to deal with and not interested in helping their clients in a time of need. I can go to 100 other banks with my mortgage loan and I'm sure I would not be treated this badly. I was told that it was partially because of low escrow. You will see on my account the countless conversations I've had with your company only to be given incorrect information and not have my issues resolved.

Stafford Cox, 8801 Woodstock Drive West, Upper Marlboro, MD 20772

Loan # ending 2034

Tel: [protected]

I have been impacted by covid and needed help with my mortgage. I participated in the Mortage Forbearance Program. I completed the entire program and used Truist notary services to sign all the documents to finalize the program. There were a few signatures missing so Truist sent out additional documents to be resigned. I never received the documents and did not meet the deadline to move forward with the program. Truist sent forbearance documents priority mail that did not require a signature and I never received the mail. Truist threatened foreclosure and sent the foreclosure mail via certified mail that required a signature demanding full payment of the forbearance amount of over 20k and put me out the forbearance program that I had fully completed. After going back and forth with different reps. my situation was never resolved, Truist never resent the documents that had missing signatures because of their referred notary. Truist never accepted responsibility for this error and put me out the program and informed me that I had to start the program over again. In doing so my mortgage was increased by $140.00 and additional interest will be added to the back of the loan in which I will have to pay interest on that amount again.

When you cant get into your accounts and the people at TRUIST in the Philippines call center cant speak clear English and don't really know what they are doing is a Big Problem. When security is so tight it takes you more than eight (8) I have to leave for another bank. I don't have that kind of time to waste. This company is a mess and I suggest you not go to them and do your banking elsewhere. This has happened at least 10 times in the last year.

On Friday Feb 3, 2023 all of my Trust accounts (4) disappeared from my online banking portal, and I lost access to them. After spending a lot time with my local branch associate, we found out that "corporate" made a programming improvement that disappeared everyone's Trust accounts. Now 11 days later I still have no access. Truist has not sent a single email or reached out to me to explain what happened. They're "customer care" is a total joke, because they have none. This is an outrage!

I have 6 personal accounts and 12 business accounts with Truist. I am going to start looking for another bank; one that actually gives a darn about their customers.

A man impersonating called my home on 1/25/2023 pretending to be a Dominion Energy employee. Said if I didn’t pay late payment if not paid that daylights would be turned off. Suggested I use Zelle, and did. Gentleman said payment did not go through and suggested PayPal. Paid two payments through them. Went to local branch and spoke with Zelle agent. She reversed Zelle charges. She said she noted that other two transactions were fraud. Advised me to contact fraud. Put in claim was told some would contact via phone, but never did. Received forms to fill out, including affidavit. Next day received notification of denying claim by mail, called asking why. She states it is a scam, not fraud. Questioned her why Kristen saying it was fraud and even stated she would notate file saying such, no answer from her. She indicated she would not be reopening file. I asked about appeal rights, she said I had none. Asked to speak to manager, have to wait 24 for a call back, haven’t received. Personally, I don’t believe this claim was investigated at all. All promises that calls would be given didn’t occur, won’t answer questions, didn’t allow affidavit to arrive, which is in transit before making decision, and not allowing customers to have appeal rights is absurd.

Regards,

Susan Merrill

On 1/25/2023 a gentleman called, phone ID showed the call was from Dominion Energy. He stated that I had a late bill and if not paid today then lights would be cut off. I explained that check was in the mail. He still stated he needed the money today, if not paid would turn off lights by 5 PM. He stated I could use Zelle to submit a payment that way. I did, but he said it didn’t go through. That maybe I should try PAYPAL. I did that and made two transactions to pay my bill. After getting off the phone I felt I needed to call Dominion to see if the went through. Before I finished asking agent interrupted me stating it was not Dominion who called me that I needed to call my bank right away. I called the fraud department and tried to submit a claim but couldn’t because charges were still pending was told to call back once they cleared. The next day I saw that Zelle payment was taken out after all, so went to my local branch and spoke to the lead agent. He contacted Zelle and spoke with Kristen. She was able to reverse the Zelle payment because it was still pending. She attempted the PAYPL charges, but couldn’t put did state she would note the file for those charges as fraud. She gave me a number to contact the Fraud Department once the charges clear. I did immediately once they cleared. She gave me a claim #C-[protected]. She said I should be hearing from someone soon. Never did hear from anyone via phone ad promised. I did receive paperwork to fill out about the claim and gave full details. Two days letter received notice from Truist that they were denying the claim, with no explanations as to why. I called fraud again asking why they denied the claim she said because it was a scam and not fraud. I told her that Kristen indicated to me that was to note the file as fraud. She indicated that she not reopen claim even without even reading the affidavit. I asked about appeal rights she said there were none. I asked to speak to someone higher. She said someone would get in touch with me within 24 hours. This is very poor customer service to say the least. I have been a customer for years with BB&T, and have never been treated so poorly, and not to have appeal rights is absurd.

Hello,

I have been a long-time customer with Truist and I am deeply concern with the underwriting department. I requested a 15,000 loan to pay off my American Express bill and one other bill to decrease my utilization on my credit bureau. My loan representative on Friday the 4th of February said the application was approved by the computer and the only thing truist needed was a utility bill. I email my representative the utility bill can came in today with 2 additional bills and to my surprise Luis then stated the underwriting department needed me to bring 2 years of payment history in the form of a letter. This is an insult! I have purchase 2 homes several cars and my credit score are above 700 and I my organization direct deposit my check to Truist bank in the amount of 2700 by weekly. I make 100,000 dollars a year and I am a Business Director, and I am insulted by having to prove what should already be in my credit file. My dept to income is in line. I am going to look into my rights because in my view I meet and exceed the requirements for loan approval. I look forward to a response by email or phone. My email address is [protected]@gmail.com and my phone number is [protected].

Best regards,

Tyrone Brown