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

I lost my job due to COVID sickness. We got behind in our auto payments for four months. My husband and I have been attempting to make good on our auto payment through offering double payments per month for the arrears prior to repossession of our vehicle. The ridiculous circle of transfers from loans department to collections department to repossession department has been absurd for the last three weeks while we just try to make a payment. They even ruined my credit score even though we have been in regular communication. Now they’re claiming they want to pick our vehicle up tomorrow 10/15/22. We really would just like to make a payment and keep the vehicle.

My daughter (18) made a mistake (May 2022) and accepted electronic checks from someone she didn't necessarily know but thought what she was being requested to do was positive. The individual issuing the checks would give her a list of people to Venmo funds to that were in need of money due to family issues/sickness...

Unfortunately, when the deposits occurred, they immediately credited her account, so she assumed the funds where good and started dispersing the money, she received 3 checks totaling $3,500 each. Unfortunately, after the funds were dispersed all checks came bank as fraudulent/bad. In the end all of her money was deducted, and she was overdraft by $3k. We have filed 2 fraudulent claims to try and resolve the overdraft, a police report and escalated to the CEO. Unfortunately to no avail all responses indicated she had to repay the overdraft.

When asked how she could overdraft and why the amount credited her account before checks clear we were told that the basic premise when checks are deposited if the funds are available the account is credited. If this premise is true only the first 2 checks should have deposited. She had $7k across her accounts she did not have $10.5k.

Taking the higher road, she has worked the last 4 months as a waitress to save up the repayment. We did receive a settlement of $2,300 just recently (wow thank you for saving her $700) Now I can't get a hold of the recovery department to confirm address to send payment to, there should have been a self-addressed envelope and there was not. Every time I call no one is available and it goes to voicemail, I have left messages and no one is calling me back. I feel this is unethical and we will no longer do business with Truist once we can close out this apposable treatment of a first-time banker. Poor form and Good Riddance! At least as soon as someone calls me and tells me where to send her hard-earned money.

So there was an issue with the fraud department...we took care of that,they were supposed to close that account and open another one well they didn't close the account but still opened the new one and now there's another...so now there's 3 accounts,on top of that I can't use any of my $$ cause the card keeps saying wrong number even though it's on bank app

One of our vehicles is financed with Truist. We recently moved and needed a copy of the electronic title and a letter of permission to register in NYS. We called to obtain the documents, which wasn't a problem with the credit union our other vehicle is registered with. Truist informed us that the DMV would need to make that request, and they gave us a fax number. We submitted everything to DMV, DMV made the request via fax. We called Truist the next day to attempt to obtain verification they received the request from DMV. We were told the fax number we were originally given wasn't correct. We were given a new fax number. We took the new fax number to DMV and the request was resubmitted. We called the following day and were told there was no way of verifying that the request was received. That was a different department. We couldn't be transferred to anyone in the department that would handle it. We called every other day for the next two weeks. We were most recently told it takes 6-12 weeks for an electronic title and letter of permission to be sent, because "it's a process." Nobody seems to know anything about who handles this "process" though. In most states, once you relocate, you have 30 days to change your registration and your insurance also needs the new registration information. We're stuck and a "process" that takes 6-12 weeks is entirely too long when you're legally obligated to be registered. Half of the people that answer the phone, when they don't immediately hang up, have no idea what they're talking about. We will refinance with our credit union as soon as possible. We still don't know if Truist even has the request from DMV for the title and letter of permission.

this bank is a joke , every Friday afternoon it’s impossible to make a deposit .. today us Wednesday, and I’ve been trying to make ATM deposit here since Monday , and it is still not working , I’m not sure what the problem is , but someone needs to start doing their job , or I’ll be closing my account and moving to one of 5 other banks in the neighborhood … I wrote a Google review according to the quality of your service , which pretty much sucks

Today was the 3rd time we went into Truist (formerly BB& T Dixie Hwy Louisville KY... We had several debit hit on place we never heard of - The cashier said they cannot do that to call fraud dept. During that time a person came into the bank wanting to open an account. The response from the cashier was "we don't have time to do that" Well I was the only other Non-employee at that time in the entire bank. When BB&T was bought out by Truist I received the replacement card (4 months later so was without a card during that time) While I was there I asked about why my wife hasn't recevied her's.. Mine is a Truist Visa card. I was told that this branch of Truist DOES NOT HANDLE Visa cards only Master Card.. WHY? Are they not the same bank? This was the worst dealing I have ever had with a face to face within a bank in my entire life... Basically I felt was on "trial" for being a customer... Well it worked... WE WILL BE LEAVING THEM - I have heard from several people thay they to think this is the worst bank around... I know if am letting off stem because I am sure this will just end up into the transh and NEVER RECEIVE ANY KIND OF RESPONCE...

Dear Sir,Madam,

I can not get a refund from Truist Bank, slowly i am getting upset.

Below was sent to you, plus i made many more phone calls, i was was told to

*************************

resolve the problem i have again to open an account, which i did, BUT ea. time go to the bank they do not have the money.

Awaiting your R E P L Y, Heidi Maso

Tel. [protected] Cell [protected] e mail b.[protected]@att.net

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Truist Bank (formerly BB&T Bank) complaints 624

Heidi Maso of Miami, US

May 20, 202212:02 pm

Truist Bank (formerly BB&T Bank) - can not get a refund of 115.- Dollars for a safe deposit box which was open due to a mistake by Truist Bank

On March 24th 2022 Truist Bank - Miami Keystone location

opened for me a Bank Account ( REVOCABLE TRUST ACCOUNT) and a safe deposit Box - My Condition was that my Daughter has signature for the box, they said it is possible only if also my Daughter opens an account, what she did.

A few days later, i get a call from the Bank, Branch Leader; DAYANA ACOSTA LORENZO, INFORMING ME that she was wrong, my daughter did not have

access to my safe deposit box, I went to the Bank and closed my accounjt, i was refunded the 11,000.00 deposit , but not the 115.- Dollar charge for 1 year rent of a deposit box. I called and left messages many many times

Please help, Heidi Maso

Hello.

Did not find an email address to forward the email below. I got two of those. I had a Suntrust acct. decade ago. I was very happy with Suntrust customer service. I closed the acct. because I moved abroad.

Evidently, the emails is phishing and Truist Bank should know about it. Please take care of that and of the crooks behind the emails.

Regards,

Marsse

[protected]@yahoo.com

From: Truist Urgentes

Sent: Wednesday, October 5, 2022 at 03:37:46 PM CDT

Subject: An Important Secure Messages For Updates

From: Truist Urgents

Sent: Thursday, October 6, 2022 at 08:55:44 AM CDT

Subject: Important And Urgented Secure Messages For Updates.

TruistLogo

Dear Truist Customer,

Your Attention ls Required

We are committed to the ongoing protection of our customers so you can feel confident that every transaction you make is protected. The process simple and will take just a moment.

Log In to your Online Banking and enter your information correctly.

Your account will work as normal after the verification processed.

Thank you for taking care of this right away.

This is an automated message. Please do not reply directly to this email.

Copyright © 2022, Branch Banking and Trust Company. All rights reserved.

Hi, my name is Dominique Thornton. I used to be a loyal customer for years. I cannot afford to go into debt collections I need to get into contact with your Truist DDA Recovery repayment plan phone line. I have been trying to contact them before the hours of operation ends and they were not available and or answering continuously. In addition, the representatives were not attentive in the way I needed; every time I asked them to contact that line and give them my phone number. They ignored and just talked over me and never took my request regardless or confirmed the plausibility of my requests. Your company seems to be deficient in helping those loyal customers whether recent or former and incompetent in helping those same peoples that were and are in need. I will file a lawsuit if I cannot get in contact with your line and company and Truist sends me to the debt collections even though I keep trying to pay them back. I am mentally disabled with schizoaffective disorder and on a limited income of disability. I am requesting someone to help me repay; I only have $50 to give for the payment at hand. Thanks again, for what?

I am a long time customer from this banking institution, and an oversight concerning my checking account resulted in a $36 Overdraft fee on a -6 dollar balance, I called to asked for a courtesy waive the fee and they declined saying that I had one a year ago I do not agree with their policy and with that being said they’re not loyal to their customers, and I will be looking for another banking institution, we are human and make mistakes

Try calling the number on my card, and any number i can find that says customer service. You get a voice press 1 press 2. Or leave a message. No one there it says. . someone will get back to you. [censored]. What is going on. When it was SunTrust service was better. No one at the phones now.message says it is after business hrs. At 10:00 am on a Monday. . It makes no sense. And no on line chat. Suntrust had this option also.. sooo whay is going on at truist,. Need more wirjers.?

I am curious if any of you would like to join me in filing a class action lawsuit regarding the inadequacy of this company. They took money for an appraisal and then told me I had to get another one because the first one was not FHA approved, but now they won't refund my money because the person was FHA approved... they are not taking responsibility for their mistake and looking online at all the complaints I am wondering if this has also happened to anyone else.

I am the unfortunate victim of having a mortgage sold to Truist. I did not think a company could exist with such a universal level of incompetence. They take over the mortgage and instantly jack the payment up $200, despite several advance letters assuring that won’t happen. 2 days, 3 hours of phone time and 9 agents later and zero explanation. 2000 characters are not nearly enough to sum up every terrible thing about this institution. They never call you direct, they robo call you and say “please hold for an important message”, then leave you holding for 10 mins. There is less than zero accountability. After having literally every single call disconnected after 20-40 mins of hold time, I came to learn that there is no such thing as a supervisor, the entire department is accountable to nobody. There are no extensions or direct lines, even to managers, and they’ll tell you straight up getting a hold of whoever you’ve been on the phone with for the last hour (that hung up on you isn’t possible. You will go through endless automated prompts every time. You will not get the department you select, every time. You will re explain your issue to every agent, every time. And every agent will hang up and not call you back, every time. Doesn’t matter who’s complete name you get, doesn’t matter if you tell them in advance you need a different department, this will always, always happen. This company is pure garbage, and I pray for their collapse so literally any other mortgage provider will buy and service mine. Dealing with them is literal hell, pure torture, and the happiest day I can look forward to in my future is when my mortgage is either sold or I die. I’d accept either of those at this point as long as it means I never have to see/hear the name “Truist” ever again. This company is the textbook definition of incompetence. Please fold, collapse, disappear, and quit torturing people with your pathetic excuse for service. You suck out loud.

I have been trying to call the local Branch of the Bank. I have left numerous messages for a rep to call and I have had no response. At the request of the IRS, I am needing copies of bank statements for 2018. I not only need these but to find out what documents are required to obtain these copies since the bank I had an account was purchase by Truist. I have talked with the [protected] and was told to contact the local office. However, no one answers, returns calls, nor is an email contact stated on website. Poor customer service.

I have made several mobile deposits in to my Truist checking account on 9/09/2022 and are telling me that the funds won't be released until 9/20/2022 even though the banks that the checks have been written from have already cleared and released the funds. I run a small business, having this long of a wait time for my deposits to clear is just unacceptable. My clients write me checks to purchase construction materials and I work within a schedule. I have called and spoken to Truist customer service on a previous occasion where they held a check for a similar amount of time and the answer that I was given was "the check would clearing 8 days because the check may have bounced so they are allowing more time for it to clear". I've never heard of a bank allowing extra time for a check to clear. Besides, the deposits never bounced in the first place, this is just Truist lying to their customers. When this bank was still SunTrust I never had any issues like this before. I want a better explanation as to why they are not honoring these deposits in a timely manner even though the banks they are coming from have already cleared.

My debit card chip was giving me issues, it was the old BB&T card. When I called yesterday, she said they can replace it, but it wouldn't be the same number so I would have to change anything that came out automatically. So today I stopped into my bank and got the same response, now I could wait until the expiration date of my card, then my new card would have the same numbers. But that card doesn't expire until 2025. Now they replaced my business card (debit) a few months ago with no issues. Her response for that was it is now out of there control, if I would of came in a month ago they could have changed it with the same number. I told her if I have to change my automatic payments I'll just go to a different bank. So I spoke to Bank of America and Wells Fargo and they both said they have not heard of not being able to replace your card with the same number. Since these banks are right across the street, I switched banks. Truist customer service people didn't even care that i took my money out and pretty much left them. No Customer care there

I started an email to Ms. Ashley Cobb and then found the complaint board. I have cut and pasted my email I was sending to her below:

Ms. Ashley Cobb,

Thank you for the email and Truist acknowledging that a fraud claim is auto approved and once approved can not be withdrawn.  The City of Newport News withdrew two of the four returned check fees so at least I only had to pay $70 versus $140.  I realize this all originated with my error not recognizing the checking account postings as legitimate and I assume that part as my fault.  However it is truly startling to uncover the really awful customer service within fraud claims and how my fraud claim was handled.  I'd like to highlight here those accounts in hopes that Truist takes a look at possibly revamping parts of it's handling of fraud processes:

I called Truist customer service [protected] 9/8/2022 at 11:32am to claim I thought I had fraud on my checking account.  I was connected to the fraud dept. (length of call 23 minutes)

I was called back [protected] at 9/8/2022 11:56am and given my claim number C-[protected] and additional information (length of call 8 minutes)

I called Truist 9/8/2022 (same day- 58 minutes later) at [protected] at 12:30pm. and informed a representative that I figured out the debits and it was not fraud.  The rep said they noted it on my account and I hung up.  (length of call 4 min).

9/9/2022 at 2:52pm- I am called by Victoria, a Truist client repair team representative to discuss my account security. I missed that call and it went to voicemail.  I called Victoria back at the number she left on my voicemail [protected] and informed her that I did not have fraud on my account and that I had called back the day prior ( in under an hour of my original claim) and informed Truist there was no fraud.

The next week I began receiving emails and letters from Truist and the City of Newport News Treasury department that the money was being redeposited to my account and now I had incurred 4 return check fees ($35 each totalling $140) and additional penalties because my car taxes and registrations were all now late .  After calling Truist now for a third time to find out what happened and why my fraud claim was not revoked, I find out once a claim has been initiated it is auto approved and can not be revoked? Why was I not told that very key piece of information from your fraud department at any point in this mess?

The parts of this that are really irritating as the customer are:

Let the customer know that fraud claims can't be revoked once initiated and are auto approved if that's your policy- Why? because then I could have called Winchester Treasury and told them to disregard any fraud claims that come from Truist on my account and not incurred $140 in fees, additional late penalties and avoided this whole mess.  I had to pay on the phone with a CC and incur a 2.5% fee for processing to handle this immediately with Winchester.

There is no log of my 12:30pm call revoking the fraud call I have on my phone.  There should be a way to track and pull that info up on the Truist side.  There is a problem with your call logging system.  

Why wouldn't Victoria the next day have cancelled all of this when I informed truist again of there not being any fraud on my account?

Ashley, when I spoke to you 9/13/2022 you asked me if I got a cancellation of fraud number from the rep during my 12:30pm call on 9/8/2022 (I did not). 

After some thought, why would I get a cancellation number when you have stated in email to me truist doesn't cancel fraud claims because they are auto approved?

There was a complete lack of communication to me as the customer on how your fraud process works at the onset and confusion all the way through this process.  Not being able to cancel a fraud claim should the customer realize the transaction/transactions are not fraud within an hour of originally calling on the same day is so frustrating. 

Not having been made aware of the options and path ahead and how best to navigate it was so irritating. 

The one hour phone call Wednesday that started with Donna, went to Victoria and then transferred to Ashley Cobb ended equally frustrating with the refusal of trusit to issue a simple email acknowledging that I called twice to cancel the fraud claim (the first truist claims there is no record of but the next day I told Vicky I had cancelled the fraud claim and there is record of that) 

Had a simple email with more than what I was given above which only acknowledges fraud claims once initiated can not be revoked (which is honestly one of the dumbest thing I have ever heard of) acknowledging I did my due diligence to try and revoke this fraud claim was done, I would have paid zero fees to Winchester instead of $70 and 2.5% credit card process fee. Currently my husband and I are evaluating alternative forms of banking because this process unveiled for us how much we miss Suntrust who had excellent customer service for the 35 years we banked with them, and how disappointing Bank of America/Truist is.  This experience was awful with Truist.  It is a small hope that maybe more emails like mine will result in some change. 

Linda Buckner

I used to have BB& T for years and had no issues at all and if a small one ever arose, I could simply walk into my bank or call and it was easily resolved. Now, since the bank merged with Truist and what was touted to be a smooth transition from BB & T was not- I have had long delays in getting anything resolved, I have had my account go into the negative or be charged an overdraft fee for midnight or later check deposits, but when I recently did a mobile deposit for 2 checks totaling over $4,000 from Travelers Home Owner’s Insurance company- the deposits were made the night of 9/1/22, today is 9/13/22 and the funds are still not available. I just checked my mail today and received 2 cards from Truist Operations Center stating that there was an exception/hold and my funds deposited 13 days ago were not going to be available until 9/14/22 (We don’t know if this will actually happen). The cards stated that there was a hold due to “Doubtful collectibility”; I went into my local Truist Branch last week and they told me that they were not sure why this happened and could not help me because it was a “mobile deposit”. I called the number on the cards I received only to have the representative tell me that it was on the Bank side- I thought it was all the bank? I’m left without funds to replace/repair my ceilings/walls and still no answers as to why or how this can be avoided in the future. I will be closing my account as soon as my checks are cleared and stopping any additional deposits or funds from that account- customer service along with basic knowledge goes a long way. I miss BB &T. Truist is horrendous and I wouldn’t recommend it to anyone at all.

I’d like to file a complaint against Truist Bank for converting a checking account over from Suntrust and then charging a $20 maintenance fee when there was no maintenance fee prior to the merger. I have contacted the bank and after speaking with several people was told that they would only be able to refund $60.00. My grandmother was 95 at the time of the merger and trusted that her account would remain the same. As she is now 98 years old, I have her power of attorney and have begun overseeing her affairs.

I have her old statements and it is quite apparent that this fee was being charged from December 2020 until March of 2022 when someone on the bank’s end must have determined their mistake. She had maintained a Select checking account for more than 20 years with Suntrust. In November 2020, it was switched over to an Advantage checking account without her knowledge, permission or approval. This switch took place after the Suntrust/Truist merger and as such began charging a $20 maintenance fee because she did not maintain a balance of $3,000 or have direct deposit totaling this amount. She did not have to maintain a $3,000 balance before the merger, nor was she paying a monthly maintenance fee, so obviously the label put on her checking account was incorrect.

I have been requesting a my title and/or lein release document from Truist for 8 months now (since loan was paid off). I moved from North Carolina to South Carolina in January, so since then I have also been unable to drive my car because I cannot get my vehicle registration without a title or lien release.

I have called truist hundreds of times, spoken with 25+ people at truist, been into branches, and everyone just leads me on. I have been told multiple times "it's in the mail" then it never arrives. "Go into a local Branch".. went in and felt I would get the help I need and now the branch manager won't return my calls or meet with me when I come in. I have been told my title in located in the Truist "vault", that the dmv has my title (confirmed they do not), supervisor will be calling you back, escalated ticket has been entered, etc.

The dmv told me at this point the only way for me to get my title because my state is a lienholder state, is to pursue legal action against Truist. It's pretty ridiculous that I have tried everything and it seems a whole, the people at Truist do not care or understand anything. Customer Service is an absolute joke and the people that want to help have no access to do so.

This is my last and final request to obtain my title from Truist Bank.