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

I have been trying to get my new credit card with the chip in it for over 4 months now. First I was told they cannot update my address over the phone, that it has to be done through snail mail...how do I do this through snail mail if they never send me my paperwork?! After I called for the 2nd time, they tell me I can change it online, which I had already done...still...no card...the 3rd time I call...they tell me there's another site I have to go to to update my address...even though their system shows an updated address... The 4th time I called, today, 4/19/2016, I still have no card, but I have the letter with the PIN # as well as the activation letter...WHO ARE THESE PEOPLE? Then, after being on the phone for over 20 minutes, cancelled my cards, I get a completely incompetent human being that asked me EVERY question possible, by the time she asked me about my statements, I had lost it with her. Asked for an employee number which she refused to give me and I proceeded to wait for a supervisor for another 10 minutes. DO NOT USE THIS BANK! THEY HAVE ZERO CUSTOMER SERVICE SKILLS. YOU WILL BE VERY UNHAPPY!

The tellers at the Pleasant Valley Winchester VA address are downright rude, arrogant and not to mention obnoxious! They need a dress code and lessons in mannerism. They have no idea what they are doing. You can go in here with three people at the windows and no customers and still wait for 5 minutes for one of them to even offer to help! Sometimes I would need to ask if someone could help me. I am switching banks because of the rudeness.

I received a phone call from Stacey, at the BB & T Resolution Center on 3/14/16 & was informed that I had not intended on following the policies on behalf of BB & T. As I have had a chief complaint escalated as such, I would consider that a closer look be taken within consideration of a customer with a disability, whom, within many strides, concurs an outstanding prompt attention towards any fee(s) being accessed to her account without being provided proper advice by any banker. An ideal solution towards withholding fee(s) in a savings account is to enable a balance of $300.00 towards establishing better equity in the account. Alas, while no refund was made available towards prompt & professional attribute, I am requesting favor be made on my behalf as such as I have been treated in a poor manner by regional banker, Danny Morales at the Coconut Creek branch. His colleagues need to be made aware of such conduct as this hinders the success BB & T could achieve with keeping their customers satisfied. I would appreciate prompt attention to this matter as well as a favorable resolution towards attaining better satisfaction on future clients as well.

Thank You,

Adina Newman
[protected]

I got approved for a prepaid money account. I had 80.00 in cash that I deposited. I looked online and it was available right away. However I went to withdraw 20.00 from their ATM and it stated were have difficulties I cant even go to Walmart and use the card for groceries because its all electronic its used for online use and It did not explain that I will be closing the account after the 3rd and taking my business else where.

This Bank has turned into the most disgusting place too Bank at. Complaints have fell on deaf ears. Who ever is in charge of this outfit has more money than they do sense!Too put it nicely. No one cares, about waiting on you, I have waited for 30 mins the bank was not even crowd. I DO NOT see how this branch is even open for business. Every time I go its wait, NO LIE. I have tried too cut down my visits too only twice a month. Still they could care less. They have forced me too look for another bank. These People DO NOT Care about customers. Please don't let them waste your time. Even cooperate don't care. I am tired of waiting and waiting to give some one there my hard earned money. This branch needs to go ahead close the doors. No one there cares about customers nor service. It does not take a rocket scientist too see that.

We were recently charged 7 overdraft fees. We should have honestly been charged 1 overdraft fee. I don't mind paying an overdraft fee that I owe, as long as I honestly owe it. Recently we were charged $180 for overdraft fees. We immediately went to the bank to talk with a customer representative. She acted as if we were stupid. Gave us a register to keep up with our transactions, told us that what we see on line was not accurate, whatever we were doing obviously didn't work. We keep a register and deduct from the balance overtime a transaction is made. According to our records there was enough money for the transactions. She explained that it looks like you have this amount but you actually don't. She did not try to see what went wrong. We also, constantly check our balance through phone 24 hour service. According to the phone 24 line the balance lined up with our balance. We saw that we really did owe 1 overdraft fee and was willing to pay it. But 7 was ridiculous. I asked the representative if they were reordering the way transactions came in, she never addressed the issue. They never refunded the overdraft fees, when it was clear there was a mistake. I am fed up with them. They don't think what kind of hardship they put people in when there is an error that they made. I want what is honestly ours nothing less and nothing more.

I transferred $600 from my BBT account into my USAA account which posted 12/11/15 and my balance reflected it. So I paid bills and some other expenses. Then BB&T decides to pull the $600 back out of my account on 12/14/15 and charge me over $200 in overdraft fees and $35 in returned item fees. Obviously I called to complain only to get rejected and charged $2 for each phone call and additional overdraft fees. This is criminal as I am now negative -$930. This can't be legal

I opened up a checking account with BB&T that had a pretty sizable direct deposit going in every month on the 3rd and also i would deposit money and paychecks and one time someone i had worked for cleaning a house wrote me a check for my services and from what i gathered checking my account online the check had been returned so i went back to the person and said your check got returned on my account so he said give me a little while to figure out what happened. So I did, a few weeks later he said its all fixed sorry about that wrote me another check and gave me cash for the fees i deposited it and it got returned again. Keep in mind none of this my doing or fault. But BB&T didn't seem to care one bit, and to put the cherry on top they closed my account up. Even though they were making their yacht payments with the overdraft fees and return check fees they charged me, but the funny thing is they didn't tell me or make it aware online to me that they were going to close my account untill my direct deposit came in so they could make one last fee off me. What a good bank should have done was called or e-mailed me to let me know what was going on with the check i deposited and tried to help me by calling his bank telling his bank what was going on or ANYTHING other than just setting me out with last week's trash 😡

My parents got the mortgage relief funding and the company BBT Mortgage did a very strange thing. My parents applied for the mortgage relief through some special program, which provided them $20, 000 to cover the mortgage. But after this company got the money, they have escrowed money and increased the monthly payments. They couldn’t do it, because my parents are seniors and the have low income. Please, help us.

Yesterday I tried to access my online checking account and was informed that my password - the same damn password I've had for five+ years - was wrong. After reentering it several times, even cutting and pasting it from my browser to be SURE I was entering it correctly, it was suddenly accepted, but then the answer to my security question was suddenly unacceptable. I called our local branch (which in happier days was called, "Susquehanna") and they tried to help, but instead, the g-ddamned BB&T system locked me out of my account, and the wait time on their service number was so long, I gave up and tried again this morning. After talking to two associates, who got me back into my account but who could offer no assurance that this would not happen again, I was referred to online technical support, where I was told that since there were "no other issues with their system" what happened yesterday was somehow my fault.

I have spent a little more than what was available to me in my checking account a couple times before, but I have never had problems with it until now. Past times, I have always been told I had seven days to pay back a negative balance to avoid overdraft fees. Either I was lied to more than once, or BB&T is making unlawful charges. I had a $23 negative balance from ONE purchase I made on Friday, which didn't even go through until Saturday. The following Monday, I was charged a $72 overdraft fee. That is absolutely ridiculous. One overdraft fee is supposed to be ~$35, not $72. Not only that, the customer service is awful. First of all, employees need to be on the same page. The way many different customer service associates sound, it's as if they are just making up rules as they go just to get more money (even if it is unlawful). If there are rules, then all customer service associates need to be aware of them before they start controlling customers' money. Speaking of rules, anytime BB&T changes a rule, they do not notify their customers in a timely fashion. Sometimes, they do not notify their customers at all. I have had many incidents of that happening. I have had multiple times I have lost money to BB&T, and I'm only sorry I didn't close my account or report them sooner. In my personal opinion, BB&T is a pathetic excuse for a bank. They are not reliable, honest, or even clear for that matter.

Feb 2015 - Present. This company is completely unethical. They just sent me a bill for $1200 in late fees. Apparently, I set up payments for the mortgage which processed 1 day late. Rather than notifying me that additional fees were due when it first happened, they sent me a bill for $1200 eight months later. We paid our mortgage every month through an epayment. It just processed a day late. We take responsibility for missing the payment by a day. Things happen. But, BB&T never notified us that there was an issue for more than 8 months. Instead, we received a letter requesting payment of $1200 in late fees. BB&T showed NO flexibility or understanding and took no responsibility for not communicating that there was an issue. Our family has owned various properties over the past 25 years and have worked with a number of financial institutions. We have never had issues of this nature EVER. BB&Ts customer service is abominable. Their communications even worse. It;s clear that they seek to make money off of administrative errors at the expense of paying customers. We will never do business with them again and are refinancing our mortgage as we speak.

to the petitioner sorry about my convenience I have a venue from Kanawha county circuit courthouse box 2351 Charleston west Virginia 25328 locality branch and trust company operations center post office box 819 Wilson north Carolina 27894 the defendant is larrybrown300westmorelandbeckleywestvirginia25801 venue is [protected] to attorney Kimberly an Susana justice chairman of the board of trustees [protected] that the banks are legitimacy to whom made my identity there are three coworkers an employee who stole my ticket that work for city national bank 101 south Kanawha street Beckley west Virginia 25801 an other banks a pecuniary was issue

There are many aggressive and unethical banks, but BB&T it the worst I have encountered. Here are a few of the practices that BB&T uses against their customers: Checking account fees: my “free” BB&T business account had its terms changed and started charging me. Since the charges were auto-deducted from my BB&T line of credit, the fees were invisible to me. Bogus limitations on accounts: my initial account had what look like artificially-imposed limitations, so I had to open a second account. BB&T seems to commonly define artificial limitations, so that it can control the customer. More checking account fees: My second “free” BB&T account had complicated conditions for remaining free. (See above on “artificial limitations.) This account quickly started generating fees that were more than double those of the other account -- $30/month! Records unavailable: I looked online to see how long I had been charged, but my records only went back 12 mos. (See above on “artificial limitations.) So I called customer service, but they claimed their records only went back 12 mos. So I went to the branch, but they claimed that their records only went back 12 mos. They suggested that I might fill out complex paper work to request records from further back, i.e. they created complex administrative procedures to block access to information. Cannot close an account: when I tried to close an account, they said that I couldn’t do it over the phone; I had to go to an office. When I went to the office, I was made to wait over an hour to complete the transaction. Bogus incentives: when I have tried to exit their various schemes, they have offered small incentives – if only I defer the decision to exit the bank. The incentive scheme involve – you guessed it – complex administrative procedures that are difficult to complete. The result is that the accounts don’t get closed. Forced purchase of homeowners insurance: This is a common scam in which the mortgage company says you have to furnish proof of insurance or else they will charge to your escrow balance an overpriced policy that they supply. To avoid the charge, the borrower has to spend lose half a day collecting insurance papers. Failing that, they charge over $300 (!). In summary, the minute you walk into a BB&T branch, you enter a web of unethical, aggressive, rip-off schemes. The solution: run, don’t, walk away from BB&T. ###

Account number [protected] thank you sorry for the convenience to the petitioner i would like to file a petition or complaint on several banks an john doe first bank city national bank 101 south kanawha street beckley west virginia 25801 second bank chase bank 500 neville street beckley west virginia 25801 there are three john doe they are white females my claim my name is brown i won mega millions an publisher clearing house a pecuniary was issue a form of consisting of money by my personal attorney an private client group those funds were entitled to me an my vigilant city national bank having a problem with check cashing i tried to cash a check for the sum amount of eight thousand dollars the total amount thirty thousand dollar in the last ninety days beginning june24 2015 ending oct12 2015 i file a report with beckley police department about there sarcasm an i was rip off and about my financial position an my operating statement to protect my account from fraudulent activity to whom who made my identity that my litigation

to the petitioner I would like to file a petition or complaint the form of consisting of money I was entitled to my vigilant I file a police report on several banks an a john doe there three parties involved these are the other banks city national bank chase bank I walk in those banks as a client those checks were issue by my personal attorneys a private client group the sum amount of eight thousands dollars total amount thirty thousand dollars in the last ninety days beginning june25 2015 last transaction was oct1 2015 I never got my funds cash my profit shareholders savings checking cd liquid assets were destroy my fortune was stolen I want to press charges against the banks and john does I have called the authorities my name is brown I need help getting my checks back and cash an thank you sorry for my convenience that's my petition

I have recently has funds being held because my card was ran twice for the same purchase. When i called the bank to report it they are telling me that I have to go to the place of purchase and request them to fax a letter to release the payment to my bank. This is clearly an inconvenience for me. I should not have to do the leg work. I think as a customer of your bank you should take care of this as I have reported it as a duplicate transaction. I am getting ready to travel for the weekend and am relying on those funds.

On 8/25/2015, my debit card was used for a purchase, which was a mistake on the merchant. She immediately refunded the money back to my account. From the times on both receipts, one for sale and one for refund are within 3/4 minutes of each other. Great this shouldn't be a problem, right. No wrong. I called customer service after leaving to see if the refund would be posting just as fast as the sale did since it was back to back. Of course, Customer service states they did not see a credit. Ok, still no problem, and at this time my account is -197.20. So by 8/27/2015, I'm a little concerned because the credit still didn't post so I called and still the same thing. 8/28 I received my credit but I'm now -$72. I wasn't negative before this situation and this transaction on Tuesday was my last one. I called customer service and the person who answered at first completely seen everything I was saying after placing me on hold for a long time, she tells me I was negative before the $200 transaction, which doesn't make sense because after that transaction my account was -$197.20. So before getting upset I decided to go into my local branch so someone could show me what they were seeing. Needless to say, I was told that I had a pending transaction, that posted on 8/25 but once the $200 debit was made this pushed the already pending transaction out.WTF! So this transaction that has been pending for 2 days takes the back seat to a transaction that post almost 3 days later? Right, just so you guys can profit. I have had so many of these incidents to happen, I really just didn't think much or maybe it was something I did. But this time I know and have proof, BBT has screwed me for the last time. And to make matters worse, I received a phone24 charge for $2 which posted 8/28 and I'm expecting to see another overdraft fee. But per BB&T website, you receive this if you call more than 5 times and speak to customer service. I called 3 times, 8/25, 8/26, 8/27, and stopped by local branch 8/28. I guess because I was doing to much snooping and didn't let it go I got punished even more. Well I'm speaking out, enough is enough. Taking hard earned money from people, you're stealing and I deserve JUSTICE!

Sometime prior to my husband's death in 2008, he took out a line of credit on his BB&T checking account. He added my name to his account so I could have access to pay bills. (he had multi health problems). When he
passed away in Jan 2008, I took a copy of his death certificate to the local branch office to let them know he had passed away. I confess in never really looked at the statements each month, just did busines online.
One day I noticed they were taking approximately $85.00 per month out of this account. When I contacted them they said this was for the line of credit. I thought okay, this was a debt of his I had not been aware of but
it was being paid on each month. April 2015, I went into the local branch to stop a debit that was coming out this account for a life insurance policy that was coming of this account every 3 months. I was told I would have
to pay $35.00 to do a "stop payment" and in three months this would not be taken out of my account. There was
nothing I could do about this month. I paid the $35.00. In July 2015, surprise, surprise they debited ths account
again but a slightly higher amount. I went to the local branch to complain and was told they were allowed to debit because the amount had changed and there was nothing I could do but pay another $35.00 to stop payment the next. time! At this time, I asked about the line of credit. My account had been debited for the last
7 years for a $3500.00 line of credit, yet the amount owed never went down. I wanted to know why. I was told because the bank "only took out the mininum each month". I said "so lets set a monthly payment above the mininum so this could get paid off" The manager informed I could not do this "because the line of credit was in
my late husband's name, not mine". So I said "you mean to tell me this can never be paid off, you will just continue to take money out of this account each month?" She said "yes ma'am". Unbelievable.

This summer I took a 25 day trip to Malaysia to do my thesis research. Upon landing I tried to withdraw cash from an ATM. I was declined. The other girl who I traveled with, who also banked with BB&T, was also declined. We tried ATMs all over the airport and outside of it with no luck. When we finally reached our destination and were able to contact our parents through the WiFi, they both contacted BB&T customer service with different answers. My mother was told I did not file a travel document (I did) and that's why my account was frozen. Her dad was told that Malaysia is on a list that automatically freezes your card if it is used in any of the countries on that list! So basically we were stuck in a foreign country with no way of getting money for a month and were never informed of this secret list. Thank god we were with someone who could get money out. Needless to say I am extremely pissed at this potentially very dangerous situation and will be switching banks immediately.