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Truist Bank (formerly BB&T Bank)
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Truist Bank (formerly BB&T Bank)
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1.8 975 Reviews

Truist Bank (formerly BB&T Bank) Complaints Summary

181 Resolved
794 Unresolved
Our verdict: With Truist Bank (formerly BB&T Bank)'s very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Truist Bank (formerly BB&T Bank) reviews & complaints 975

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10:30 am EST

Truist Bank (formerly BB&T Bank) Manager & banker sleeping together

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.

Desired outcome: Notify district managers - upper management Bankers & managers shouldn’t be having [edited] the parking lot - and parking lots of near by establishments. Too many times senior banker is on the phone or not available

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5:38 pm EST

Truist Bank (formerly BB&T Bank) Home equity lien release has not generated and filed with county deeds office

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

Desired outcome: LIEN RELEASE NOW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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1:20 pm EST

Truist Bank (formerly BB&T Bank) Mortgage

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].

Desired outcome: An explanation and an apology would be a great start.

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5:30 pm EST
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Truist Bank (formerly BB&T Bank) Bank account blocked

"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.

Desired outcome: I need my on line access back for being able to make my usual transactions and check my balance.

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4:46 am EST
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Truist Bank (formerly BB&T Bank) Checking fraud

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 ...

Desired outcome: i want my money back and for the the 3 times there was fraud in my account yet they never provide andy docuementation as to how they came up with the claim

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2:57 pm EST
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Truist Bank (formerly BB&T Bank) Check clearing

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.

Desired outcome: THEY SHOULD BE CLEAR ON THERE POLICIES, IMPROVE CUSTOMER SERVICE, STOP HOLDING PEOPLES MONEY WHEN IT IS ALREADY COLLECTED.

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11:39 am EST

Truist Bank (formerly BB&T Bank) debit card

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.

Desired outcome: Still on hold, came on and told me to call back. She said go to the nearest branch. I told her that I was out of state and could not. Then she told me to call back. I told her thaat I would hold. Then she hung up on me.

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12:00 pm EST

Truist Bank (formerly BB&T Bank) Customer support on home mortgage

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.

Desired outcome: I want to speak to a manager who can assist with the payment. I want you to stand by the loan modification contract.

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Paige Sandlin
Harvest, US
Jun 15, 2023 1:44 pm EDT
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I have had a similar experience. Have you been able to speak with anyone to get this resolved?

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12:55 pm EST
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Truist Bank (formerly BB&T Bank) Mortgage forbearance

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.

Desired outcome: I would like to move forward with my original loan forbearance program that I originally completed.

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1:58 pm EST

Truist Bank (formerly BB&T Bank) My accounts and trying to get in, the security sucks

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.

Desired outcome: Get Security FIXed!!! once and for all or 'Im gone.

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12:11 pm EST
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Truist Bank (formerly BB&T Bank) Online Access to All Trust Accounts Have Been Removed!!

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.

Desired outcome: #1 Give back my access to my accounts.#2 Get a new corporate policy that favorers customer service.

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Walton Surratt
Lexington, US
Feb 16, 2023 5:11 pm EST

Hello,

I've experienced a similar issue and still have not gained access back to my account.

I attempted to contact the local branch who redirected me to the corporated branch. Neither was able to assist me - I even attempted the basics of deleting and reinstalling the app on my phone. The checking and savings account also disappeared on the website. The only thing I can view is my mortgage.

I recommend those affected raise a complaint to the consumer protection agency: https://www.consumerfinance.gov/

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9:24 am EST
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Truist Bank (formerly BB&T Bank) Blocking my account

On the 6 of February 2023 my account was blocked without warning letter to me. They sent the notice on the name of my daughter. I am Irina Klepikova, 69 on Social security. I trusted them because I was with SunTrust (now Truist) for almost 15 years. My daughter came to visit me on the tourist visa, she will stay with me till April. I lost my husband 2 years ago and do not feel well. I have hypertension, arthritis and other problems. Previously we went to Truist bank to ask if is possible to make a debit card for her so she could go shopping without me, as I have problems with my legs. The banker gave us the debit card with no problems. He put her on my account, I thought it was a temporary debit card and after her leaving I will take her off my account. But on the 6 of February they blocked my account bother debit and credit cards. I am getting my Social security check on this account and have automatic payments on all my bills. I even could not pay for my food on this day. So I would say that the bank does not care for their client, which never happened when it was SunTrust bank. I am still waiting for my money back.

Desired outcome: 7 thousands315 dollars

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1:11 am EST
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Truist Bank (formerly BB&T Bank) Fraud

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

Desired outcome: Refunf

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3:24 pm EST

Truist Bank (formerly BB&T Bank) Fraud dept.

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.

Desired outcome: Refund to my checking for full amount

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1:07 pm EST
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Truist Bank (formerly BB&T Bank) Underwriting department

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

Desired outcome: Loan approved and an apology.

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Trotter
Berryville, US
Feb 23, 2023 11:40 am EST

The underwriters department of this bank is a joke. Juan tries to pry into your personal life via the information you provide. And after you provide requested data and you think all is complete he keeps requesting more stuff. Its been a never ending process with him. I am done and already have approval from another lender. If you are looking for a loan BEWARE! It will turn into your worst nightmare.

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10:41 am EST
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Truist Bank (formerly BB&T Bank) Credit card fraud, account closed by bank accidentally, delayed card replacement

I am a 36 year customer from SunTrust and on Thursday, Jan. 26, 2023 during an online credit card statement review, I found multiple transactions via GrubHub in NYC and I live in Georgia. Fraud division did not notify me. I called Truist and they advised they would cancel that card and issue a new one. It would be rushed and in 2-3 business days (Jan 30-Feb 1).

On Wednesday, Feb 1, when I did not get the card, I called again and was told Truist cancelled/closed my account in error and they did not send a card and needed updated information to proceed with a new card. I provided everything and was told it would be rush processed again (2-3 days).

So I called again the next day, Thursday, Feb 2,2023 to check on whether or not that happened and was told that it had not. I was then told the card would get sent out and I could receive a call from a manager later that Thursday afternoon or Friday morning. We agreed I would wait for Friday morning, Feb 3rd so I might be able to get a FedEx tracking number. I did not get a call!

This morning a received a FedEx package with another card for my wife's card, which was still active and assured was never affected. I called again and was told "Sorry" for the 25th time but my card was still processing from Feb 2nd and no idea when it would come out and could not be rushed. I got a song and dance about delays due to availability of plastic, but was told both of our card replacements were done on Feb. 2nd. They could not explain how she got a card rushed and I'm still without a card.

Cannot reach a person at their corporate office or leave a message.

I was told they could have a manager call me, but it would be up to 10 days.

That is not customer service. and I am still stuck without a card,

Desired outcome: I want my new card in my hands immediately.

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10:36 am EST

Truist Bank (formerly BB&T Bank) Vehicle lien releases

I have a customer that purchased a vehicle with us. An error was made when processing and Truist was put on as lienholder in error. I called 2x to have the title released to me so I can correct the lienholder. I was told that I will be sent a paper lien release. I explained to both people (the first Tyler) (the second did not give me her name) that PA doesn't accept paper lien releases the are electronic titles. Tyler told me he had to research and then we were disconnected. The nameless representative I was talking to was giving me an attitude. I tried to explain that a lien paper lien release will not work and they have to release the title electronically. She proceeded to tell me that I would be sent a paper lien release. On our application PennDot will not accept paper lien releases. The lien has to be removed electronically. Will someone be able to follow this up and release the lien to me so I can correct it?

2017 Mitsubishi Mirage ML32F3FJ9HHF10715

Thank you,

Caroline Knowles

Title Clerk

Star Auto Mall

3730 Nazareth Pike

Bethlehem PA 18020

My email is: [protected]@starautomall3730.com

My direct line is: [protected]

The Dealerships number: [protected]

Desired outcome: I would like the title to the Mitsubishi released to Star Auto Mall so I can correct the lienholder.

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11:58 am EST

Truist Bank (formerly BB&T Bank) Overdraft fees

My account has not been this far overdraft. I have been charged over 430.00 worth of overdraft fees, and I don't even have overdraft protection. Get this, on 2/2/2023 at around 8:35 a.m. in the morning, I contact the customer service department. They tell me that it is nothing that they can do to help me. He said because when I was with BB&T, I had fees waived in the past. The first representative showed me empathy ( Adrian) ,however the second rep. ( David H) did not show empathy. He gave me options that I did not qualify for because of all of the fees, and he was very rude and disrespectful. He should not be working for Truist. He made me feel like I was less of a person , and I feel I was violated because I am an African American women. I have never been treated so bad by a bank in my life. I will be closing my account very soon. I can not allow myself to be treated like this. Ultimately , no one could help me, and I am stuck with over 400 dollars in Overdraft fees ,and not to mention, I am not eligible for the overdraft fee free account. Waste of my time, a whole 10 years gone down the drain, never again.

Desired outcome: Overdraft Fees waived

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9:38 am EST

Truist Bank (formerly BB&T Bank) Charge off and credit report inaccuracy

To Whom This May Concern,

Hello, I am contacting a manager at Truist for further assistance about a very complicated and confusing incident that occurred to my account with Suntrust before the merge of Truist.

In September of 2021, I received an email from Suntrust stating that my account had a transaction come out of my account without my consent. As a result, I filed a claim with the fraud department to get this resolved. I received an email from Suntrust with the claim number and account number stating that they will resolve the issue.

In September 2021, I received another email from Suntrust stating that the investigation was resolved and that they will be issuing a refund of $139 .

Because of the inconsistencies and the bad experience with Suntrust, I told them that once the credit was issued back into my account that I would like to close the account.

I was then sent countless emails and documentation proving that the issue was resolved and the $139 was being credited. I was also told that the credit will hit my account before closing simply because they could not close the account without it being positive. I fully agreed to have the account closed after the funds were posted. To further make sure that everything was good, I put money into the account before closing so that they could mail me a check or credit before it closed just in case. I never received a check.

While all of this was occurring, I was then told that Suntrust would be merging with Truist. However, at this point, my investigation had been closed, and I consented to not to move forward with an account with Truist. I called to make any remaining balances paid so that my account was eligible to be closed everywhere including my savings and credit card.

For one year, I have not heard anything nor received anything from Suntrust about my account, as it was from confirmation that the account was closed, settled and done. I also called twice afterwards to confirm this.

To my surprise; exactly one year later, I got a notification from my credit report that Truist was reporting a charge off on my account. I called Truist around fall time, probably October 2022, to get confirmation on what was going on and why I was getting notification on my account about a Truist bank that I have never done business with as well as never having an account with.

I was told by a representative that due to the merge, Suntrust and Truist were having issues with completing the merging account. I told this representative to please search for any opened account with my name under Truist and to confirm the validity of my account with Truist. The representative confirmed that there were no accounts opened with Truist and the only thing that she sees is a Charge Off of a Rewards Credit Card with the amount of $2200. I told the representative that there should not be a charge being reported to Truist with the Credit Card because the $2200 was completely paid off before the merger of Suntrust. I then asked the representative to please note that I do not have any accounts with them and that the $2200 charge off was paid and settled before the merge of Truist. The representative further confirmed that they have no record of me owing anything and that I should contact my credit agency to dispute.

I contacted my credit agency to dispute and they also confirmed that the reporting was wrong and they updated my account accurately around November 2021.

After a year of dealing with this, it is now January (2023), I now have Truist off my credit report and confirmation that it was accurately reported. To my surprise I got a phone call from a collections agency stating that I owe $600 to Truist. I asked for further information about this and was told that they do not have any information regarding why I have a $600 balance. I was then told to contact Truist to get a more accurate explanation as to why I had a $600 balance sent to collections.

When I called, I spoke with Taylor. Her ID number is G42421. Taylor and I tried to confirm and find any information pertaining to a $600 account. Taylor confirmed that the only thing she could find was an open balance of 130 that was due on a Suntrust account and another $62 accounts. Which is ridiculous to me because I was told that I had nothing owed. I told Taylor that this is really confusing as I already spoke with a rep who told me that I don't have an account with Truist and that I did not owe anything. Taylor further explained that she also could not see anything past the $130 balance and that the account could have possibly overdrafted to 600 due to fees that accumulated.

At this point, I am confused as to how 600 has accumulated on an account that I no longer have and a Truist account that was never opened.I further explain that Suntrust policy is that you cannot even close an open account until after the accounts are in a positive, therefore there is no way my account was closed while still negative, I also asked her to send me any information, documentation, statements, letters or anything that can further validate the accruing of fees to any account related to Suntrust or Truist with the days it accrued. I was then told that there was NO information regarding documentation to be sent over to me. I was also told by Taylor that I can dispute this issue to the collections agency.

But here is the issue, I never received anything from Truist or Suntrust saying that I owe $130 or even $600. I did not receive any documentation about my account being merged to Truist for it to even accrue interest. But instead I received an email from Suntrust stating that the investigation I reported before closing my account was settled for the amount of $139. And $139 was credited back into my Suntrust account. Which means that the balance of $130 from Truist should have never accrued interest because this was already investigated and settled with documentation of the incident.

So I have a couple of question and I will need some help and assistance with Truist Manager or Corporate to help resolve these Issues:

1) Can you please provide the notes/recording of the conversation I had in October/ November 2022 with the representative in Truist confirming that I had no account with no balances even in Charge off excluding the credit card rewards? Because all of this could have been prevented.

2) I need someone to send me a statement, information or letters sent or dates stating that I owed $139 and the amount of days that it was accrued during the times that I called to ask question about the account and told there weren't any accounts.

3) Can someone please provide a copy of my credit report where Suntrust or Truist send documentation to my credit stating that I had a charge off and that the charge off was inaccurate.

4) Can someone please provide the last statement I had with Suntrust and any statements with Truist, if there is any.

As of right now, I have all the documentation attached to the letter to further start an investigation. Also, the last statement that I received from Suntrust was in September. Therefore, on my end there is no documentation that I owe anything.

Can someone please give me a call back at [protected] so that we can further investigate these accounts and get the issues resolved.

Please let me know.

Regards

Purecia Matthews

SS-2795

06/19/1991

Account Dispute/Charge Dispute

[protected]

Desired outcome: Dispute Charges. Refund and Take Charge off of credit.

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Truist Bank (formerly BB&T Bank) Checking

Truist discontinued a routing number and never bother notifying me. I was charged additional $25 returned check fee. All my old checks from another bank which was acquired by SunTrust and then Truist are now useless. Their representatives are no help at all. The first representative said she couldn't do anything, told me to go into a branch and see if Truist have any promotions. I stated that I would like to speak to a representative from a local branch. The second local representative promised to call me back on whether they could get me new checks and waived the fee of $31 by the end of the business day, but never bother calling back. It has now been three weeks and still nothing. $31 for checks is outrageous.

Desired outcome: Truist replace my old checks with new ones for free and reimbursh me $25 for the returned check fee.

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Truist Bank (formerly BB&T Bank) In-depth Review

Overview: Truist Bank, formerly known as BB&T Bank, is a well-established financial institution with a rich history and a wide range of services. With a strong presence in the banking industry, Truist Bank offers a comprehensive suite of products and solutions to meet the needs of individuals and businesses.

Financial Stability: Truist Bank boasts a solid financial stability and performance. The bank's assets, liabilities, and capital adequacy are carefully managed, ensuring a secure and reliable banking experience for customers. Additionally, Truist Bank holds favorable credit ratings and maintains strong financial indicators, further reinforcing its stability in the market.

Branch Network: Truist Bank has an extensive branch network that spans across various regions, providing convenient access to banking services. With branches strategically located, customers can easily find a branch nearby to fulfill their banking needs. The bank's ATM network is also well-developed, offering widespread accessibility for cash withdrawals and other transactions.

Online and Mobile Banking: Truist Bank's online banking platform is user-friendly and intuitive, allowing customers to manage their accounts with ease. The interface is designed for seamless navigation, enabling users to perform tasks such as bill payment, fund transfers, and account management effortlessly. The bank's mobile banking app further enhances convenience, offering a range of functionalities for banking on the go.

Customer Service: Truist Bank prioritizes customer service and strives to deliver exceptional support. Customers can reach out to the bank through various channels, including phone, email, and live chat, ensuring prompt assistance. The bank's response times are commendable, and customer issues are resolved efficiently. High levels of customer satisfaction and positive feedback reflect the bank's commitment to providing excellent service.

Products and Services: Truist Bank offers a comprehensive range of products and services to cater to diverse financial needs. From checking accounts to savings accounts, loans, and credit cards, customers can find suitable options. The bank's interest rates and fees are competitive, ensuring value for money. Additionally, Truist Bank provides additional services such as investment options, insurance, and wealth management, offering comprehensive financial solutions.

Security and Privacy: Truist Bank prioritizes the security and privacy of customer information. The bank implements robust security measures, including encryption protocols and authentication methods, to safeguard sensitive data. Privacy policies and data protection practices are carefully adhered to, ensuring customer information remains confidential and secure.

Community Involvement: Truist Bank actively engages in community initiatives and philanthropy, demonstrating its commitment to social responsibility. The bank's corporate social responsibility efforts and sustainability practices contribute to the betterment of society. Truist Bank also forms partnerships with local organizations and supports community development programs, making a positive impact on the communities it serves.

Accessibility and Inclusivity: Truist Bank strives to be accessible and inclusive to all individuals. The bank offers accessibility features for individuals with disabilities, ensuring equal access to banking services. Accommodations for non-English speakers are also provided, promoting inclusivity. Truist Bank is committed to fostering diversity within its workforce and customer base, creating an inclusive environment for all.

Overall Rating and Conclusion: Truist Bank, formerly BB&T Bank, is a reputable financial institution that excels in various aspects. With a strong financial stability, extensive branch network, user-friendly online and mobile banking platforms, excellent customer service, and a wide range of products and services, Truist Bank is a reliable choice for individuals and businesses. The bank's commitment to security, community involvement, accessibility, and inclusivity further enhances its appeal. Overall, Truist Bank receives a high rating for its comprehensive offerings and customer-centric approach, making it a recommended choice for potential customers.

How to file a complaint about Truist Bank (formerly BB&T Bank)?

1. Log in or create an account: Ensure you are logged into your ComplaintsBoard.com account. If you do not have an account, please register by providing the required information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, briefly summarize the main issue you have encountered with Truist Bank. Make it concise yet descriptive enough to convey the essence of your complaint.

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Truist Bank. Mention specific key areas such as customer service interactions, problems with account access, unexpected fees or charges, issues with loan or mortgage applications, delays in transactions, or any other relevant incidents. Include details of any transactions, clearly stating dates, amounts, and the nature of the transaction. Describe the issue in detail, including what you expected to happen versus what actually occurred. If you attempted to resolve the issue with the bank, outline the steps you took and the responses you received. Explain how this issue has personally affected you, whether it's financial loss, stress, or inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence with the bank, statements, or receipts. Be cautious not to include sensitive personal information like social security numbers or full account numbers that could compromise your security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Truist Bank. In the 'Desired Outcome' field, clearly state the resolution you are seeking, whether it's a refund, apology, or any other specific action from the bank.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your narrative is easy to understand.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any updates or responses to your complaint. Check your account regularly to see if the company has responded or if other users have commented on your complaint.

Frequently asked questions (FAQ) about Truist Bank (formerly BB&T Bank)

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Is Truist Bank a legitimate financial institution?

Yes, Truist Bank is a legitimate financial institution, formed by the merger of BB&T and SunTrust Banks.

Can I trust Truist Bank with my financial information and deposits?

Truist Bank, like all reputable banks, is expected to follow stringent data security measures and federal regulations to safeguard your information and deposits.

Are the banking services provided by Truist Bank reliable?

As a major financial institution, Truist Bank provides a broad range of reliable banking services.

Has Truist Bank ever been involved in a scam?

While scams can target customers of any bank, it's crucial to use official channels when interacting with Truist Bank to avoid potential scams.

How responsive is Truist Bank's customer service?

Customer reviews and the bank's commitment to service can provide insight into the responsiveness of their customer service.

Are the charges and fees for Truist Bank's services fair and transparent?

Charges and fees should be outlined clearly by the bank. Make sure to review these details when opening an account or using their services.

Are Truist Bank's online and mobile banking platforms secure?

Truist Bank should employ secure technology for its online and mobile banking platforms, ensuring the safe transaction and personal data protection.

Does Truist Bank have a positive reputation in the banking industry?

You can assess the bank's reputation by looking at reviews, ratings, and commentary in the banking industry.

Does Truist Bank handle transactions and transfers efficiently?

As a reputable bank, Truist Bank should provide efficient and reliable transaction and transfer services.

Is Truist Bank FDIC insured?

Yes, Truist Bank is a member of the FDIC, which means deposits are insured up to the maximum amount allowed by law.

Does Truist Bank offer competitive interest rates on its accounts?

Interest rates vary and should be compared with other banks to ensure competitiveness.

Are there any hidden charges when using Truist Bank's services?

All charges should be transparently disclosed by the bank. Make sure to read all terms and conditions or consult with a bank representative.

Are Truist Bank's financial products, like loans and credit cards, reliable?

Truist Bank offers a variety of financial products which, as part of their service, should be reliable. Always read the terms before signing up for any financial product.

How easy is it to open an account with Truist Bank?

Opening an account should be a straightforward process, with guidance available from bank representatives if needed.

Has Truist Bank been involved in any controversies or lawsuits?

It's advisable to research recent news articles or reports for the latest information about the bank's involvement in any controversies or lawsuits.

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Contact Truist Bank (formerly BB&T Bank) customer service

Phone numbers

+1 (800) 226-5228 +1 (910) 914-8250 More phone numbers

Website

www.bbt.com

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