Truist Bank (formerly BB&T Bank)
reviews and complaints

Ok some years back bbt took 3800 saying I had not satisfied the courts over bad checks I had written in collage. Called talked to some big wig in fraud said to get the depositions. Meaning drive to Charleston sc and get a copy of them. I couldn't do thst at the time. Now they are all on line. And with a couple clicks truist can do there own legal foot work and see that I satisfied the courts over the bad checks. An account when I lived in Charleston sc 2068 Millbrook CT Charleston sc is the accounts address on file that has the bad checks from. And the account that the money was stolen from by bbt is from Roanoke VA or Vinton VA. This money was from an inheritances from my mother passing. I told your company then your in the wrong. Now I'm proving your in the wrong. I demand the money plus time energy recovering the money and interest. It's not my fault you refuse to use your own legal team. [protected] is contact information cooper allen stapleton is my full name.

We moved to Mexico in May of this year. Since then working with Truist has been a nightmare. First you sent our wire transfer, for the closing on our home, to your Atlanta fraud division and didn’t notify anyone. They held it up for days and it likely would have been longer but we called the branch manager of the bank we did business with in Florida and she tracked it down. She was appalled that no one had been notified. It is only because our sellers chose not to execute a clause in our contract that we didn’t have to pay $32,000 because the closing had to be delayed! Honestly, that pales in comparison to the issues we’ve had trying access the funds that are in our accounts. Every Zelle payment I try to make is instantly reversed (in seconds). Truist tells me it’s the other bank’s problem. The other banks say it’s our bank. Zelle says it’s the bank’s problem not Zelle’s. You can imagine our frustration not being able to access our accounts. When I first arrived in Mexico, I inadvertently left my debit card in an ATM. When that happens, they are always retained and destroyed. I contacted Truist for a new debit card. That was almost a month ago. One debit card was apparently returned, but they didn’t say from where. The other one I requested 15 days ago has not yet arrived. I asked Truist customer service if they could FedEx the debit card because without being able to access our accounts, we couldn’t pay people who were working on our house. We had to be limited to places that took American Express, which are few and far between here. No one seemed to be able to find a way to solve a problem. All I heard was “not our policy.”. I’m not easily moved to tears but I certainly was with this. I don’t have a debit card and I can’t use Zelle because I can’t get that problem solved either. You tell me how I am supposed to access our funds.

I contacted Truist customer service on 6/19, following a fraud alert. Notably, this was a bank holiday and my car was in the shop, creating significant frustration. I confirmed I had not made a $199 transaction and was told that my debit card had been suspended. I requested it be unlocked so I could get money to get my car as I don't carry credit cards, nor do I have a back up. I was told that if my card was unlocked then the scammers would take all of my money. I was told my new debit card would be expedited and sent to me within 2-3 business day. Today was the 3rd business day and no card, so I called back. I was told that the card was never sent because the agent documented I had been verbally abusive, which isn't true. I was upset because I had no access to money to get my car out of the shop and there was zero empathy for my situation. I had to go through multiple hoops today and was on the call for more than 30 minutes, while trying to work, for them to tell me the fraudulent transaction was still there and I had to pay $30 for an expedited card. For an issue that was not my fault. I was also informed that it would be 3-5 business days, not 2-3 like I was told. There is zero compassion for a customer of 30 years, zero. It is so disappointing to be so loyal and to get treated so poorly over something that I had no control over.

I have been a loyal customer of BB&T for over 20 years, but ever since the merger between BB&T and Sun Trust the amount of time that it takes to get through the banking line has tripled. It use to take 5 minutes average or 15 during holidays to get my banking done. It now takes an average of 15 to 40 minutes on an average day. it is obvious that customer service is no longer priority

Credit Card Fraud incident: Someone stole my card info 3 months ago and spent more than $1000. I've been on the phone with the fraud department 3 times and I've been given a different answer as to why the issue hasn't been resolved every time. As far as I can tell, they don't provide fraud protection. Even though the transactions were identified with Truist as fraudalent the same day they were made, 3 months later they won't credit back the amount that was spent. They just gave me some nonsense answer about sending me a letter that I will need to sign and return, but still couldn't tell me whether the charges will be cleared (even though they agreed with me 3 months ago that I was not 3000 miles away making those charges). Baffling. Not what I was told fraud support was supposed to be.

We refinanced through this company last year and from the get go it was a nightmare. Our loan got transferred several times and they nearly put us into foreclosure because they wouldn't take our payment due to not having us in the system but they sure found us to send us foreclosure paperwork! Well fast forward to this year. Every month they take our payment via auto pay and every month they hit us with late charges and don't credit the payment because they claim it was never made. They also claim they cannot find an auto pay even though they draft our payment every month on time. Now, every month our payment changes also so they are hitting us with late fees and now a 30 day on our credit even though they are taking our money. Can't change the payment because they claim they are not taking it. We are just starting the process of filing disputes with the credit agencies and getting paperwork together to file a complaint with the state. We've tried talking to them on the phone ( when we can actually get a person to pick up) and now every month this gets messed up I have to call them and spend a lot of time on hold and then explain the entire situation to yet another person in order to pay the extra PLUS the late fees - and to date we have not gotten any legitimate answer as to why less than a year after refinancing and dropping our interest and payment we are now higher in payment than before the refi... our credit score is tanked and they have taken thousands of dollars while pulling this crap on us. Buyer beware if you are considering a loan with this company. We have bought and sold real estate for years and this is hands down the absolute worst lender we have ever dealt with.

Since merging BB and T and Suntrust on Pantops in Charlottesville Virginia, Hansen Rd Branch needs more staffing on Fridays. The lines are way too long. I was in the branch on 5/26/2023, you had a teller on the drive thru window and two working the inside lines. I took 40 minutes of my lunch break to make my transaction. This never was the case when it was just Suntrust.

Since 2018, Truist has owned our mortgage on a condo unit in Surf City, NC. Each year you request proof of flood insurance. Each year we provide it. Each year Truist denies that necessary proof was provided; one year you actually bought a policy and tried to force us to pay for it, even though we had, and had provided you proof of, current flood insurance. This year, the same song and dance is occurring. Despite uploading proof of current flood insurance THREE times myself and TWICE via the insurance company, Truist still denies that it has notice of said coverage and threatens to purchase its own policy and force us to pay for it. Yesterday I spent hours trying to speak with a human being to resolve this. When I finally reach a person, she dropped the call.

ENOUGH of this. Is this some kind of scam to force customers to pay for bogus insurance policies? Is this just gross incompetence? Do you have any humans working or just useless AI? There is something very wrong in your insurance department and unless this is resolved, we will contact an attorney, probably one who specializes in class actions.

I tried to upload proof of our coverage, but it was not accepted.

5/30/23 Central time 7:40

While verifying my ID to speak with an associate regarding my mortgage, I am being asked for my full social security number. Currently online ID theft is a very high concern and giving out your social security number is not recommended.
I find it very unprofessional for a banking institution to breach this level of security.

Dear Sir/Madame,

I had a wire transfer of £1000 coming from Meezan Bank Pakistan to my Truist bank.The intermediate bank for the transaction was Standard Chartered Bank UK. It has been sent on 11th May 2023 and I haven't received the funds till yet.

I am attaching a receipt and also mentioning the details in this mail.

Sender's Reference no. FT23131VHVX6

Sender's Name. Mian Amjad Sohail

Account no. PK74MEZN0003330108052794

Beneficiary Name. Abdullah Sohail

Beneficiary Account no. [protected].

The sender bank recently contacted through swift MT199 to know where the funds are withheld but their contact is only till standard chartered uk

I have contacted standard chartered uk and they've ask me to ask my bank(Truist) to contact through Mt199 swift interface to know the status of the funds as their would already be a message already.

So I've contacted my bank through customer service multiple times on this issue and requesting a query to be launched with Standard Chartered Uk.

I am attaching recent query of the sender bank.

I deposited a business check on my mobile phone in the amount of $23,370... I tried logging into my account a few days later and I could not get in. After getting re-routed through several Truist call centers, I was finally directed to the fraud department. The fraud department told me that the $23k check I deposited has been flagged as fraudulent. I was baffled. I asked them if they had called the bank who issued it, and they would not answer the question. They told me I had to wait 7 business days to see if it clears, but so far it has not been removed from its "Return" status. I called a few days later and they said there was still no change on the check status. I finally called on the supposed last day the check was to be held, and there was still no change on the check status. the fraud department was trying to get in touch with an analyst and I was put on hold several times. they finally came back to tell me that the check did not clear, and my account was now closed because I violated their policy on trying to deposit a "fake" check.

I am not sure how Truist calls themselves a bank. They are a bunch of lazy bums who do not do their due diligence. How hard is it for one of your "analysts" to call the issuing bank and verify if it was indeed authorized? Maybe 10-15 minutes tops. Or to just call the company who wrote the check? They did none of that but just made a decision in a bubble without actually doing their part. disgusting. Instead, they just haphazardly closed my small business account with zero verification of anything. shame on them. they are the reason that people have to spin their wheels and waste their time for no apparent reason. they put the future of my company in jeopardy with trying to claim that I tried to deposit a fraudulent check. It could affect my credit score as well as jeopardize my application for a company federal security clearance. Truist bank is careless and seems to be littered with poor performing employees. The only way I was able to salvage this situation was to have the bank who issued the check to use their connections to help clear up their careless error. The other bank went above and beyond and exemplifies what customer service is really about. They made me a priority whereas Truist failed me in every way possible. Instead of actually doing their jobs, Truist incompetent employees were not able to conduct the simplest of audits to see if this check was valid or not. How pathetic that another bank has to do your job. Truist could not be more of a disappointment. And I am happy to spread the word of how awful of an experience I have had at your bank. I hope the unhappy customers slowly take Truist down - they deserve it.

I was ecstatic to close my account, and hope more people follow. Truist does not deserve to be in business until your own policies and procedures are actually followed.

The problem is my account I called on may the 16th of 2023 asked how much in my account and what charges I have made they told me I had $52.00 in my account what charges I have made on my debt card she told me I had two charges and one pending with norton antivirus I told her to block it she said I will and on may 22 2023 I called and asked the same thing she told me I only had $ 1.00 lift in my account I should had $ 26.65 lift then she told me I had a charge with norton for $95.00 I told her I told her it be blocked she told me I would have to put my card blocked then I called on the 5/23/2023 and talked to the bank manager she told me the same thing this is their fault not mine they need put my money in my account and trying to get out of doing nothing for customer what can you do for me and please hurry you only get hold of me by my email timothyl [protected]@gmx.com

I have been a Truist customer ever since they switched to BB&T. I have deposited checks from the same attorney over the past 3 years for real estate deals that closed. Truist decides ALL OF A SUDDEN to hold my check for over a week! Claiming doubtful collectability. What? After all this time you've paid out checks from this same attorney and now you want to hold this one and I have stuff to pay!

I am livid. I have called and called and complained and I'm not done yet! I will be leaving this bank as soon as my funds are released

Truist is denying me and my brother access to my dead mother's account. Truist my sister and my mother are the only people who can access the account. The account is held by my mother's trust, on which all three of us are beneficiaries, and my sister is the only one who can make any changes. This is despite my mom having a will and trust clearly outlining that all three of us have access to the trust and the funds. Despite all of this, several calls, and a lawyer, Truist declines to make this right.

I recently opened an account with Trust and deposited my first check, expecting that it would take around 3 business days to be able to access my money. Instead it will be 12 total days. I was only informed of this after the fact. The company I work for is a national fast food chain, not a sketchy business win no funds. This has been difficult on me as I needed the money to replace a tire on my vehicle but I cant , so I now have no money or transportation... I would not have agreed to this if they had told me this. Very frustrated and want to tell ppl to avoid trust.

Recently, nearly every time I try to make a transfer from credit line to checking account with on-line banking, I get a bogus message "correct highlighted field" when no field is highlighted, and am unable to process any transfer. Most recent, 5/20/2023 at 05:15 am. This issue has only appeared in the last few weeks. If it wasn't broken before, who messed with it? Who failed to test any changes properly? This portion of your website is almost constantly inoperative. Failure to complete transfers can result in auto transfers which incur a fee. Are you greedy for the fees, or do you just have incompetent web IT staff?

BB&T was great. Truist service since the merger is much worse, mostly related to IT.

I completed a mobile check deposit to my Truist checking account on the evening of Tuesday May 9, 2023. I received text confirmation that the deposit was accepted. On the morning of Wednesday May 10, 2023 I attempted to access my online account information and was unable to log in. I attempted to visit a local ATM and my debit card was not recognized. I contacted Truist Bank and spoke to a gentleman who told me that the check I deposited had a 7 day hold placed on it. That still did not explain why I could not access my online account information or use my debit card. I was transferred to 2 different departments and spoke with 2 different people who could not explain the issue to me or offer a resolution and stated that I would need to visit the bank in person to resolve the issue. I was unfortunately working out of town at the time this occurred and was nowhere near a Truist Bank. As soon as I returned home from my work trip (Friday May 12, 2023) I visited my local Truist branch. I explained the situation to the bank rep and presented him with the physical check that I deposited via the mobile app earlier in the week. He attempted to unlock my account but stated there was a note on the account prompting him to contact the fraud department. He called the Truist fraud department and placed the female rep on speaker so that both of us could speak with her. She was extremely rude and unhelpful. She explained that the check I deposited was returned as fraudulent which placed a mandatory 7 day freeze on my account. I told her I understood that at times banks place holds on checks to verify the accuracy but this did not explain why my checking account access was frozen as well. She could not give me an explanation but told me that, after the 7 day period, I would need to call the fraud department and ask them to initiate an investigation and within 24-48 hours they would be in touch with me if any additional information was needed. She suggested that I call my employer and ask them why the check was returned as fraudulent but admitted that this would not resolve the issue any faster. I have been with the same employer for over 20 years and all of my direct deposit and other checks are issued from the same bank. I asked her how I was supposed to access the funds in my checking account aside from the check in question. She told me I could not. I asked her what would happen with automatic drafts/payments that were upcoming. She told me she could not guarantee they would be paid since the account was frozen. At this point I have had 4 automatic drafts attempted to be collected from my account and were unsuccessful due to the account being frozen - my car payment, cell phone payment, TV/internet service payment, and a medical bill. My entire life has been disrupted by this issue. I am incurring late fees for the payments that cannot be collected from my checking account. I cannot access money for any daily expenses needed. I did call my employer who informed me that the check has already cleared their bank. So the check is not fraudulent and the funds are sitting in limbo for 7 days plus whatever amount of time Truist chooses to take to "investigate". This is the most ridiculous and life-disrupting event I have ever experienced and no one at Truist to this point has been able to assist me in resolving this issue.