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

My mother is a dementia patient and lives in South Carolina. I am on her account and have managed her finances and paid her bills for over 9 years using the Sun Trust App.
you switched to Truist app and now, even though I have all Powers of Attorney on file at Sun Trust. You are not able to activate the new Truist App with out her consent.
I now have to drive to South Carolina to handle this matter in person. My plan will be to close the accounts. Your bank has lost the personal touch we valued over the years.

I paid my credit card off and I actually overpaid the account so I transferred the overpaid money back into my checking and they charged me ten dollars to get my own money back. That is corrupt! Then I tried to call a representative from Truist and I was put on hold sixty minutes……yes that is not an exaggeration it was sixty minutes and I never got a representative. I had to hang up.

lAST MONTH ON THE 1ST OF NMOVEMBER MY LIFED INSURANCE PAYMENT WAS WITHDRAWN FROM MY ACCOUNT LEAVING A FGEW DOLLARS LEFT I HAD APPLIED FOR OVERDRAFT PROTECTION SO THAT MY ACCOUN T WOULD NOT ACCEPT CHARGES IF I DID NOT HAVE THE MONEY TO COVER IT I ALKSO HAD MY CREDIT CARD TO BACK UP SO I WAS DOUBLE THE PROTECTION WHEN I WENT TO BANK TO WITHDRAW MY ZELLE FOR 200 DOLLARS MYT ACCOUNT WAS OVERDRAWN BECAUSE OF MY FALSE CHARGE FOR 15.00 UNAUTHORISED FRAUGALENT BUT EVRN WITHOUT THE CHARGE MY ACCOU NT SHOULD HAVE NEVER BEEN OVERDRAFTED TO BEGINJ EWITH IF THE MONEY WAS NOT THERE AND AVAILABLE NOT ONLY THAT MY CREDIT CARD WAS THE ONLY CARD I HAD TO USE TO WITHDRAW CASH OUT OVER THAT WEEKEND BECAUSE MY OLD BBT CARD WAS NOT WORKING SO IU HAD TO TRANSFER FUNDS FROM MY ACCOUNT TO DPO A CASH ADVANCE AND EVEN WROTE A NOTE WITH THE TRANSFER SAYING MY CARD BWASNT WORKING FOR ANY TRANSACTIONS WHENN I BRANG IT TO THE BANK THEY ALSO COULKD NOT GET MY CARD TO WORK THEY THEN FINALLY GAVE ME A TEMPORARY CARD. THEY NEVER FIXED THE FRAUD REPORT I MADE A CLAIM FOR AND THEFORE MY 130 DOLLARS OUT OIF THE 200 I WAS SENT ZELLE WAS USED ON MY ACCOUNT FOR OVERDRAFTYS AND I ONLY RECIEVED 60 DOLLARS FROM MY ACCOUN T . I HAVE HAD OVERDRAFT POROTECTION SINCE I OPENED THE ACCOUNT 2 YEAQRS AGO AND THEY NEEVER HONORED THE OVERDRAFT PROTECTION LEAVING KME WITHG HGaving to poay the overdrafts and i have accumulated over 600 sice oppening my account even after haviung over draft protection they gave me 2 lowsy credits for 36 a pierce and have not called or fixed my account since i went into the bank and called customer service a guy named michael said he filed the Treporet and i kepot getting transfeered and hungf up on and not only that im unable to see my onmline credit card transacvtionz. i would like my 600.00 back since i applyed to recieve overdraft protection and threy keeop allowing my card to be used if money is not avaialbe. i also have still mnot recieved my debit card. they say they put overdraft protection but my accoun t on the customer serfvice reps side sasysd i never applyed for it thats not true i applyed for the credit card protection also so why wouldnt i have both? andnd not appkly for the other protection doesnt make sense thats their loop hole to try to make it aLRIGHT TO OVERDRAFT ME AND MY AUNT HAD A OVERDRAFT FOR 5.00 AND THEY OVERDRAFTED HER 36.00 THATS IUNSANE SHE HASD THE KIND OIF PROTECTION I GUESS THAT THEY DECIDE IF THEY WILL PAY THE CHARGES WELL I THINK SOMEONE WHO PAYS 4000 A MONTH IN DEPOSITS DESERVES A 5.00 CREDIT ... OBVIOUSLY THEY OPOTED TO CHARGE GER WHEN SHE GOT HER C HECK GTHE HAD ACCUMULATED OVER 400 IN FEES. THE PHONE LOINES ARE ALWAYS BUSY CUSTOMER SERVICE IS NO HELP THEY HAVE TOO MANY DEPOARTMENTS NO CROISS TRAINED EMPLOYEES AND GIVE NO BONUS TO CUSTOMERS OR HELP FOIR BNOITHING... MNO WONDERF WHY THEY CHANGED NAMES IM STILL WAITING FOR MY CALL BACK FROM A SUPERVISOR

Made the final electronic payoff on our car, which was $5, 668.93 on 12/01/2021. The first time I tried to make the whole payment of $5.668.93, system advise they couldn't accept over $5000.00 online so naturally I didn't receive a confirmation number. I logged out and logged back into the system and made two separate payments, $5000.00 and $668.93. I received confirmation numbers for both. On 12/02/2021, my husband checked the Bank saw that this Truist Bank had send in all three amount, $5, 668.93, $5000.00 and $668.93. I received a Large Withdrawal Alert for Privilege Checking from our bank 12/02/2021, went to the bank, talked to 2 bank employees and they claim that couldn't help, even though I told them what had happened. So now, of course Redstone Federal Credit Union allowed all 3 of these transactions to go through, charged us an Overdraft Protection Deposit of $900.00. We are both retired, in our 70s and on a fixed budget but it doesn't matter to either of the banks that they mess up our savings and caused problems to everything else we called ourselves doing right. I have called Truist over 50 times back to back. Our bank allowed them to take our funds in one day, but they claim we will have to wait weeks before we can get our money back that they took.
[protected]@bellsouth.net. I never received confirmation for the $5668.93, but guess it didn't matter because they went in anyway.

Friday, December 3, 2021 - I go into the bank on the 3rd of every month. Since I am Payee for 2 different people, I need to take care of their money separately. I called to ask if I could go through drive-tru, as I only have 15% of my hear working & am in Cardiac Arrest & was told if they weren't busy. When I went through the drive-thru, I was told that I had to come inside, or I had to do ALL of the accounts together, which means they put all the money together, which I cannot do, because these are Social Security Checks. When I went inside I always write out a check & give them a slip with how I would like the money back. The woman got 1 incorrect & when I asked her if she could fix it for me, it was a problem. When she comes to give it to me, she tells me this was $100; here was the $40 in $10's & 5's & the rest in 20's. She NEVER counted it to me, so I sat in the chair and counted it, before I left. I am 77, disabled; have 15$ of my hear working & use a cane & this was how I was treated. There was no one in line in the drive-thru when I got there. I would have been happy to do 1 transaction at a time and go back around if necessary. My issue was I was having a hard time walking and being able to breathe. They have NEVER treated me like that & I have been with them for over 50 years. It took a lot out of me to try and get inside & do all that standing, etc. I have NEVER asked them to do this for me until now. They were so nice to everyone else that came in there, which they have always been with me until that day. I think it was most unprofessional & showed NO EMPATHY for someone that needed a little extra help at this time. Thank you!

We decided to pay off the loan on our car, which was $5,668.93. I went online at Truist Bank and entered the amount old into the system. I received a notice back advising I could only make a payment up to 5, 000.00 online. I decided to log out and sign back. I made a payment of 5,000.00 and received a confirmation number. I made another payment of $668.93 and received another confirmation number. "Remember" they advised that I could not make a payment over 5,000.00 online. To make a long story short, Truist Bank withdrew the 5,668.93, the 5,000.00 and the 668.93 from my bank account which sent our account into (Charging us Overdraft Protection Deposit of $900.00). Of course, we had to go into our savings to put money up so the bills I had sent to wouldn't bounce. Believe it or not, I have called Truist Bank over a dozen times and talked to a dozen people and they are still telling me it will take 7 to 10 days to refund our money. It only took them 10 to 15 mins to remove our money, but 7 to 10 day to return. I am also changing banks once this mess is taken care of. I went to my bank the day before they took the money out and they refused to put a stop payment on my money.

I set up Zelle on my account recently. I attempted to send monies to my added recipient on [protected] and [protected] without success. It gave me the errors of "failed". I went to a local branch of BB&T and was given an "800" number for assistance. I called the number, held for over 10 minutes, and after a person answered, I was supposed to be transferred to someone that could assist me. This did not happen. I was transferred back to the original options, held another 15 minutes. A person finally answered and attempted to assist but was unable to give me a resolution. I was then transferred to the fraud department where no one ever answered my call. I was on the telephone for over 1 hour without any resolution to my issues. This is poor customer service.

Donna Fredette [protected], email [protected]@yahoo.com

Today, 11/30/21 I have tried to resolve a credit card issue which the bank is at fault for. I am on my 3rd phone call and so far no one has picked up. I called earlier and was on hold for 2.5 hours and then the rep had me on hold for another 15+ minutes and then hung up on me. I am back on the phone and have been on hold for over an hour.
This is lousy customer service.

Absolute garbage, it takes 9 attempts of just saying representative to get it to then ask if you are a customer, and then 3 more steps for it to finally push through, when finally through the representatives don't even know how to expedite the process. I want to talk to someone when I call, I'll wait. I'm not a boomer who can't figure out how the online banking works, I'm calling for information that I can't readily get on my account. Add in a "talk to a representative" to your FIRST menu after entering SS#

As I type, I have been oh hold for 2 hours and 32min. I have been bounced all around . I called because my account was overdrawn fir 5, 000 for a payment I didn't authorize for my credit card . The credit card company said they did not authorize it and possibly check with sun trust / truist. Two days ago, because suntrust officially changed to trust I gad to change my name to log in. This is very scary that something this important has me on hold for mire than an hour and a half . I am a single mom, who owns her own business. Waiting on hold has been my job without pay today . Once this is straight . I will be jumping ship.

Why is there no call back function, when call back time exceeds 30 minutes? After 20 years with Suntrust, I will have to take all my personal banking accounts and funds to an online only bank.

11/27/21 - I am unable to use my mobile app, login into my online banking account now access my account thru the ATM. When I log in online, I get automatically signed out and when I try to use the mobile baking app I receive a service unavailable message. When I go to the ATM, I automatically get signed out and unable to complete any transactions.

The BB&T app was simple to transfer money between my BB&T accounts but its impossible to do this using my phone on the new app. I enter the money amount but it doesn't show how to continue with the transfer no matter what button I push. The only way to do transfers is thru a computer and not the phone. The app is also much slower to load than the BB &T app was. HATE it!

I hate mergers. I've been through them before as a customer and as an employee. It sucks for both. That, being said, there is no excuse for horrible problems with trying to sign into my online account. From problems with changing my password, where the stupid computer puts in a 346 character password, I counted it while I was on hold, change the password and still get that 346 characters. IT dept sucks. They should have been testing this stuff before they put it online. Customer service is a joke. No one there knows anything and they get pissed at you for having a problem they can't fix. I'm about ready to move all my money to Navy Federal, which is a shame because I liked BBT and I like my local branch.

Called customer service number, after numerous prompts told wait time was greater than 25 minutes. Tried online chat, filled in numerous requests for information, and then never connected to a person. Terrible that such a large corporation has no one available to answer questions. I was calling to inquire about a home equity line of credit requirements. Well, since they are reticent about having associates answer phones or communicate online I will take my business elsewhere. I have an 816 FICO score so I am not an undesirable customer. Very disappointed having been a customer for many a year.

My password was changed without my knowledge. I've made several attempts to change it online and keep receiving this message - "Security verification is currently unavailable. Please call Truist online support for assistance."

Calling the number they provide (888-228-6654) takes me to what sounds like a scam for people over the age of 50. When I didn't make an attempt to respond (thinking I would be presented with more menu options) the line was disconnected.

I've also made several attempts to call the number listed on Truist's 'Contact Us' page. After providing my information, I was told I would receive a text message with a temporary password. I have yet to receive a text message.

I am seriously considering leaving this bank as I have experienced issues since the BBT tranisition. Help with this issue would be greatly appreciated.

COMPLAINT AGAINST BB+T KNOWN AS TRUISTS BANK
the same situation occurred about 1 1/2 years maybe 2 / truist's keeps calling for my son / who has not resided here for over ten years / already complained once + my son went to his branch and supposedly had my home phone # removed / so now truists starts again11-1-21 thru 11-19-21 with their harassment over the phone looking for my son / over 10 to 15 messages over a 2 week period / remove my number ASAP [protected] JOSEPH LORENZO SR / IF I DON'T RECIEVE CONFIRMATION OF THIS COMPLAINT WITHIN 2 WEEKS I AM GOING TO FILE A COMPLAINT WITH THE TREASURY DEPT/ FEDERAL TELECUMMUNICATIONS BUREAU / AND MY LAWYER OR WHATEVER BRANCHES OF THE U.S. GOVERMENT HANDLE'S THIS ISSUE / YOU WOULD THINK SINCE MY SON OLMAN GUDIEL GUZMAN HAS BEEN WITH BB+T / TRUISTS FOR 8 TO 10 YEARS YOU WOULD HAVE HIS CELL PHONE NUMBER AND YOU WOULD CALL HIM DIRECTLY [protected] IS HIS # / LEAVE ME ALONE I DO NOT NEED YOUR HARASSMENT / I LKE TO BE REIMBURSED FOR THE TIME I HAVE SPENT FIELDING YOUR CALLS AND SENDING THIS COMPLAINT / 3 HOURS AT $80.00 PER HOUR =$ $240.00 SEND CHECK TO JOSEPH V. LORENZO SR 2301 MARTINSBURG RD BERKELEY SPRINGS W.V.25411

I filed a compliant 9/26/2021 and Truist responded with an email on 10/12/2021 from "CEO Line". They said that they would provide an update within 15 days. I am still waiting for an update! They also provided a contact at [protected] if I had questions or concerns. Well their website can still not show ant statements for my checking account which makes me driving to the bank EVERY month to get a statement. They have to print one to give me! I called the provided phone numbers many times - NO answer so I left a message with my name and phone #, NO call back!

I have been involved with BB&T since about 2008. From day 1 I experienced ongoing issues with money being withdrawn from my account without my authorization. At first, I presumed it was caused by my calculation error, and I removed my overdraft protection. I also started monitoring my account several times a day to closely assess my financial status for money being removed from my account; but the excessive fees (money) kept being removed from my account. I then cancelled my account with BB&T and started using SunTrust bank around 2019 for all my deposits and checking needs. I did not have any excessive fee issues being removed from my account with SunTrust until SunTrust started merging with BB&T; then the excessive fees and financial balance issues started reoccurring. My most recent excessive financial / fee issue occurred when I cancelled my overdraft protection with Truest / SunTrust, but Truest did not honor my stop date and my overdraft fees kept being removed from my bank account. I have communicated my concerns with a Truest representative, and I was told the representative will return my call with any answers. As of now, 100% of my wife's deposit was used to pay all overdraft fees, with an additional amount of money to be deducted from my retirement for more overdraft fees, on November 17, 21.