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

Since Suntrust Bank switched to Truist bank I have had issues with the online banking. I can't set up text alerts on my new card. It's a technical issue that is missing the preference option. I've called weeks ago and it is not fixed. Also, it says I'm not enrolled in text banking and I am and have always been enrolled. But since Truist came along all of a sudden I'm not enrolled when all of my information is correct online. Truist online banking is horrible. I'm seriously considering finding another bank with better online options.

They are charging me overdraft fees, but I told them just don't pay.
I told them if I'm over drafting my acct just don't pay so I don't incur in overdraft fees.
When I call to complain the wait is too long and now, they don't have an email so you can write them and explain the negative situation

They failed to pay my house rent for December and now January. This payment has been in place for 4 years now. When I called their 800 number, I was on hold for 45 minutes. I asked to speak to a supervisor and was told they would return my call. I am still waiting for this return call. SHAME for such poor customer service. SHAME for not hiring enough people to answer their phones.

Please explain why the decision was made to locate the Radford Office in the old BB&T building. This is a terrible location compared to the Suntrust location in Radford. Traffic is backed up into main street at certain times and parking is limited for walk in customers. It is a chaotic situation most of the time. Very long waits inside and out. The staff is doing an excellent job considering the working conditions. I am a shareholder of Suntrust now Truist and a long time customer. My banking needs are regional and I need to bank within the Truist footprint; however, if I had other options, I would move my accounts. My concerns are shared by many of the customers who use Truist for their banking needs. Regardless of the reason for choosing this location, it was a poor decision.

Jon Wyatt [protected]

I ordered from amazon mexico and received an email telling me if I don't verify the transaction my card would be blocked. On the phone with the fraud department for over an hour and they still hane not answered! I had to end the call because my phone was getting too hot. I guess I will be going back to bank
Of america. Their fraud department answered immediately.

I live in the small rural town of Elkton, Virginia. I just found out today that they are closing our local branch and removing the atm. This leaves customers with the only atm/branch available more than twenty miles away. REALLY ?
I am almost 70 years old and have been a customer of this bank for more than 25 years. I have multiple accounts but tell you now that if this happens I will remove everything I have from truist . Not one dime of my money will ever set in a truist account ! And it won't be just me. There are quite a few people in this area that depend on this branch. I'm sure you will see a social media campaign like you have never seen before.
So, if these potentially millions of dollars are of no consequence to your business go ahead with this slap in our face but you can quit talking about how customer oriented you are because that's a LIE. I see where you have been doing this other places as well. Always small areas. So, go ahead and just be a big city bank. You will loose tons of current and potential customers. And you can continue to to discriminate against rural customers.
PLEASE RECONSIDER

[protected]@gmail.com

There are two most common problems - one, there is a technical error message and the other states the dollar value does not match. Sometimes, you can re-enter the information (10 plus times) and it will take.

Although, the other day it deposited and two days later; received a message stating that the account is not readable with a $12 penalty.

During the BB&T/Truist merger, closed the closest bank branch to our home was closed. Consequently we had to look for an alternate convenient place to access an ATM. In our area, Wawa and Sheetz gas stations have PNC ATM machines that do not charge any service fees. While our "bank" was still BB&T, we were never charged an ATM fee when using the ATM at either the Wawa or Sheetz gas stations. Now that we are Truist, Truist is charging us a $3.00 service fee for transactions at the Wawa or Sheetz gas stations. When I contacted Truist, it was confirmed the service fee was being kept by Truist. PNC was not charging the service fee. I do not understand how Truist can justify this charge when PNC is not charging anything for providing the cash through their ATM machines.

Truist Bank is a joke. I try and log into Truist.com and I get The Service Is Unavailable! "The service you're attempting to access is currently unavailable. Please try again later or call for assistance".

Happens a lot! Fire your "Web Master"! If you have trouble securing your banking site, hire a real professional. Since you dropped BB&T, all I seen and have witnessed is a bunch of failure's to launch! OK/

The drive throughs are slow as hell, many so-called BB&T/ Suntrust and Truist banks have their lobbies closed. Covid? [censored]. we are wearing mask people! Please get with the program, have a better web site with a secure login and speed up the damn drive through's. This is like a Mom and Pop Store!

Let's see how professional you are by contacting me with an answer. I won't hold my breath!

[protected]@gmail.com

This is ridiculous! Sitting in the drive thru 45 minutes just to make deposits. The line in 2 miles long and the lobby stays closed for customers. Since the closing of branches in Claremont. NC...I have to go to Conover and everyone else has to do the same. The next branch would be in Newton. This branch is too small can't handle the load and ATM is in there of one of the drive thru lines...only 2 lines! Tellers are do slow...come on its time to put back the other branched. I have several accounts and Hate to leave, but I'm thinking about it. Do something quick!

I was told I had to go to a branch to re-establish my online account. The nearest branch is 20 minutes away as you have no branches in my state (DE). Also, there is a pandemic. I offered to text or email my drivers license but was told that would not ne possible. What is going to happen at the branch that can't happen over the phone? I spent 50 minutes on the phone being transferred from one place to another without satisfaction.

I am a new customer. I just opened a checking account with truist so I can have access to my heloc. I didn't want to do it, but I had to.

This is the worst bank I have ever worked with. I am trying to transfer funds to pay for home renovations, and this piece of [censored] organization holds transfers, charges you for internal transfers, and then blocks access to your account.

An hour plus on hold to talk to a representative. This is unacceptable.

I cannot wait to close my account with this piece of [censored] "bank."

I've been a client of BB&T for over 17 years with multiple accounts. My daughter also had an account with BB&T which was absorbed into Truist. I work in the financial field. Truist has 'reverted' to an accounting method that does not give an accurate total in your accounts, so always look at your full account information to determine what funds you actually have available. Truist also blocked an online purchase to a UK company, although my card is open for international transactions. Even though I sent a reply within seconds to their text message asking me to confirm the transaction, they did not release the transaction. Then they bombarded me by email, text and phone calls/voicemail to contact the fraud group. It have now been one the phone for more than 3 and a half hours on 2 separate days and STILL HAVE NOT SPOKEN TO AN ACTUAL HUMAN. Looking to move to a new bank

From November 30th, 2021 to December20121 3 my account was charged $444.00 on overdraft fees. By Truist Bank; my account was opened at the Colonial

Beach, Va 22443 locatrion 6 years ago. I have never had an overdraft or any kind of problem with this bank until recently. The bank should have called or emailed me to inform me of the shortage in my account. Best Frank Kalita

I've been banking with SunTrust for nearly 2 years. I own a small business and routinely deposit checks from clients ranging $500-$6, 000. I have never had a deposited check be returned due to non-payment. Not ever. I deposited a check in the amount of $1500 on Friday, December 10, 2021 at 3:03 pm using the Truist mobile app. I immediately received an email that stated the deposit would be released to my account on 2 separate days. The first amount of $225 would be available at 9 am on December 11 and the remaining $1275 would be available on Tuesday, December 14 2021. I can't remember the last time a check was held even partially, but these terms were okay with me. Imagine my surprise when I looked at my account on Saturday morning and saw no release of $225. I called the 800 number and was advised of a wait time around 20 minutes. An hour and 33 minutes later a representative finally answered my call. She informed me that the check had been placed on an extended hold and that I would not have access to any of those funds until December 21! She also had no record of the email I was sent. I contacted the client who wrote the check and they were able to immediately show me proof that the funds had cleared their account. He also sent me screenshots of the check image containing my signature on the back as additional proof. I went to my local SunTrust branch and spoke with the manager John Quinn. He was unable to do anything to help me. He stated that if I were a BB&T customer he would be able to remove the hold himself, but because I'm with SunTrust he couldn't help at all. How is this an acceptable way to run a bank? If your client can provide proof that the funds have already been received by Truist, why in the world would I need to wait an additional 7 days to access my money? It is 2021, there is someone in a department that can see the check has cleared and release my funds. I will never deposit money into this account again. Lesson learned.
Worst customer service experience I've ever had in 39 years of life with a bank. Absolutely ridiculous.

Since this merger has began, the rules and rights of the clients no longer exist. For example: if you ask for a cashiers check or wire transfer, you have no right's to ask why it's not going to be done. They simply refuse & ask you to close your account. Also. If you may have large sum's of money in the bank, you are now charged for checks. Fee for transfer to a local bank's. I have been yelled out in person, on the phone after waiting for hour hold time. My next complaint will be with FRCA and inspector general. The mistake's are never corrected.

Truist took over my account from SunTrust. Today, they sent me an email stating they locked my account and are forcing me to reset the password. Password resets on Truist and SunTrust don't work despite me entering correct data.

I called the customer service line listed in the original email. The wait was about 30 minutes. The rep took my personal data and said I should receive an email with a rest link within 15 minutes. When I asked if we could speed up the process, he said the system is on an intentional delay. I asked if he could stay on the call until I receive the email, just in case I have problems--so that I don't need to go through another 30-minute hold time.

The rep stated he had a long line of people on hold. I suggested this might be Truist's fault because it had locked accounts and forced customers to call in. I requested to speak to a supervisor. The rep told me no supervisor was available. When I asked when one would be available, he said the supervisors have all gone for the day. When I asked if he was working without supervisor support, he said no. When I asked to speak with a supervisor, he stopped talking and put me back in the call queue.

So far, I have been on hold for over 80 minutes. Perhaps it's obvious by this point: I still haven't received the email that was supposed to be in my inbox 45 minutes ago. No, it isn't in my spam folder.

I am flabbergasted that Truist forced me to call them because the password reset on their websites do not work--and then the staff acts as if I am taking up their time. I told the rep not to complain to me about a long hold queue because I didn't ask to be forced to call him. Truist staff complain that customers are calling, but customers are paying for the privilege.

This incident alone tells me all I need to know about Truist: they obviously don't care about providing support to customers.

Truist is SO FAR behind the quality that BB&T offered, there is NO comparison.