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

They are charging me overdrafts when I had money in my account. I was twice once over the phone and once in person that they will only credit overdrafts 2 times in a two year period, despite, the unfair practice of overdrafting my account. Please help me. I do not make a lot of money and I am dependent on my paycheck to pay my living expenses and because Truist wrongly overdrafted my account and won't return the money I will continue to overdraft. I can not afford my living expenses and am going to be homeless as a result.

I paid for my January bill online on December 30th, I received a confirmation number and everything. I just received my February statement in the mail saying that I didn't pay my January bill. I received a phone call today from a lady (Shalanda/Shawanda) I cant remember exactly and she was one of the most rude people and should NOT be calling customers. pretty much didn't care about what I had to say or the fact that I had a confirmation number saying that I paid just wanted the money. Unacceptable!

My mother passed away from Covid last month 12/2022. As with coping with any death this is hard in and of itself. The incompetent "Retail Team Leader" Rachel Mentzer at the Hershey office along with the more incompetent "Cluster Branch Leader" Scott Barry caused our family so much stress from wrong information and inconvenience it's sad to relate.

I've been on hold for 36 minutes without any response except for Truist automated system. Is a Tuesday night at 7:00 PM. Really, 36 minutes? I would rather do without than ever bank with Truist. I will never do business with them again, never.

We opened an account with BB&T/Truist for our son who is away at college. He only has $60 streamlined to his account every other week since he has a meal plan at school. My Wife just so happened to check his account and noticed that there were large deposits (over $5000) made to his account along with suspicious activity transferred between two accounts.

She contacted Truist to investigate this issue since my son rarely uses his account. They informed us that these deposits were made online via a bogus check using his IP address. We asked them to investigate this issue further because we knew these transactions weren't made by my son. They did and determined that some transactions weren't his however, they are requiring us to pay overdraft fees in the thousands for transactions that were obviously fraudulent!

We filed a police report with the city my son goes to school in and hope we can get this issue resolved amicably and as soon as possible. However, we are totally disgusted with the lack of security to protect the account from this type activity. Secondly, we are disturbed that there were no alerts, no flags, no contact to inform us of a large deposit being made to my son's account that only has $120 deposited into it per month. This deposit was thousands of dollars! How could this have happened without any notification. These are unacceptable business practices from a leading bank and they should've ashamed of themselves.

We are still waiting to hear back from higher ups so we can get this issue behind us and move on.

How can an overdraft be a total of 145.00. A customer put 200.00 in and the bank receipt state 139.00 negative. How is that possible? How is it possible you overdraft 100.00 in one day, and the same day you place it back and the overdraft is 200.00 more in the same day you placed the 100.00 in the bank? Did you know there is a petition online about how this bank is robbing people of their money. Many banks have had to give back the money due to the high interest on overdraft fees. This bank has excelled the limit. It's like dealing with loan sharks. This is a true sign of embezzling money. This bank needs to be investigated. Read the many, many, many complaints. Something has to be done. ASAP

Or two months I have written letters emails made 50 phone calls none every got answered hold times pass 4 hours a day... 56 instant messages not returned
Facebook postings not returned... I have had zero contact for 2 months despite trying everything... This could be a shell company... How can no one work here... I spend 66 hours on hold over 43 days and non one has answered I must stop the payments today and noticy the state and government...

I have been a customer of SunTrust bank for many years (at least 15) and I never had any major cause of complaint. But since SunTrust has merged with BB&T to formTRUIST, signing into my account has become a nightmare, takes several hours and phone calls, with long waits, as you keep blocking my access. In this case, I have been trying since yesterday morning, and I am still unable to sign in.

Calling your numbers leaves me waiting on the line for hours and nobody ever answers. Yesterday, late afternoon, I got a return call but when I picked up the phone, the person hung up on me as soon as I said "Hello" . It just happened again now when I called up my branch in Tarpon Spring. This is a disgraceful treatment of your customers.

I DO KNOW MY SIGN IN INFORMATION, but your system never recognizes it any longer and keeps blocking me.

Something is very clearly wrong with it

Here is my information:

Name: Jacqueline Tavernier

address: 2 rue du Demal, 81660 Pont de l'Arn, France

AND : 11118 Linkside Drive, Port Richey, FL 34668

(I do not recall why you started putting my French address on my statements since June 2021)

Last 4 digits of my Every Day checking account number: 0505

My MagicJack phone number: +[protected] (you can always reach me at this landline)

My WhatsApp number is: +33 [protected]

I would be very grateful for your help as this situation has become unbearable.

Sincerely yours

I had a fraud claim on November 18, 2021 someone was in my online banking. I called the branch because someone called me from truist and I thought the call sounded fishy. It was true someone was in my online banking. They were charging money on my credit card. I filed a fraud claim and the branch told me that if someone was in online banking I needed to come and close the accts. because they were in all of my accts. They charged several charges at Target I went and closed the credit card the checking and the savings. They had taken 3900 from my savings and transferred it to my credit card so that they would have more money to spend( I suppose)?. It was a business credit card that I used daily. Well we closed the credit card on the 18 and the savings because they were in there and the checking to. I moved my money to another bank. I withdrew 15, 000 dollars on November 17, the next day NOVEMBER 18 Money was transferred from the savings which is NOW closed for a total of 3119, 80 and 804.00 . I have called the branch I have called the fraud department I have been on hold for HOURS AND transferred so much that I was delirious. Everyone says we dont know what to do about this? However I have a overdrawn savings of 3900.00 that I did NOT do and it is a closed acct that can not be accessed and I am getting charged for it monthly and the credit bureaus see it as overdrawn. I have built credit up for 62 years have an excellent credit score and Truist is ruining that in a matter of months. I will never again open another acct with truist and I am moving all busines and personal accts from there except loans.

My Truist credit card was hacked in December. It is impossible to get through to anyone. I'll call the number on their site for disputing charges. They put me on hold for 40 minutes. When a rep finally answered they said I needed to talk to another department. That department left me on hold for 48 minutes. When a rep finally answered, they also said I needed to talk to another department and transferred me yet again. I didn't have time to continue waiting and this has been my experience for the past several weeks. It's a complete run around!

I reached out to Truist regarding a unauthorized payment from a company Romex I cancelled services due to services not wanted. Romex was not given permission to withdraw funds on different occasions. When I spoke to Truist confirmed process funds were charged back 30 days so on 12/1/2021. As of 1/12/22 funds were reversed and advised due to didn't submit in writing letter was mailed 12/23/21 but I never received and advised nothing they can do. This is poor customer service to allow a company to fraudulently take funds from account. No contact was made to inform after letter issued. Letter should have been requested at time of opening dispute not 60 days later. Already expressing hardship just with pandemic now have people stealing ur funds

I'm a former SunTrust customer for 20+ years and Truist has the absolute worst customer service that I've ever seen! It is impossible to talk to a real human being. I tried chat and waited 3 days, but no response. I called the customer service line multiple times. Was disconnected after 11 minutes the first time, waited for 40 minutes the second time and had to hang up for a work call and finally the 3rd time after a wait time of 1 hour and 12 minutes, I was connected to a representative who could have cared less that I held for so long. After all of that, their wonderful customer service Rep told me I should go to a branch to ask them to order a statement for me because she was unable to do it if it was beyond 7 years. Yes, great customer service, right? At my first opportunity, I'm looking for another bank and moving the funds from my 3 accounts.

Thank You

Regarding your website, my overall feedback is this: Why does it take so many extra steps to do anything now? (I'm coming from BB&T, whose website was quite streamlined and easy to use.) Here's more detail about what I mean:

• Signing on has been made very annoying, because now we get that full-screen video, which I have to stop (by pressing the Pause button) before I can log in. I can't press Pause right away, though. No, I have to wait a little while before the Pause button becomes active. This is infuriating to deal with every time I log in. There should at least be a "never show this video again" button.

• When paying bills, I have to click "View More" to see all the payees. Why not just show them all immediately? We all know how to scroll down by now.

• Bill paying should default to the account used last for that payee. I should not have to pick it every time.

• Texts from you with a login code don't show the code in the first line or two of the text. No, they force me to actually OPEN the text to find the code somewhere in there. Why? That's dumb!

Believe me, there's more, but I'll stop here.

All this smells of what I call "designer-itis," where designers make pretty things because it pleases them, with little or no regard for the actual user experience. You need to hire some good UI designers (speaking as a former UI designer, I know what I'm talking about). I have to tell you, I am strongly considering changing banks because of all these constant irritations.

Thank you,
Gloria Boyer

I waited on the phone for 2 1/2 hours on January 10 in order to cancel a compromised credit card and speak with the fraud department. I also had to speak to three different departments in order to complete my business. My experience with having a compromised card with Capital One was painless, streamlined, fast and efficient. I am having second thoughts about using my new Truist credit card and am investigating moving my loan and checking account to another bank. Customer service with BB&T was excellent.

The customer service at this bank is the worst I have ever experienced in my entire life. I had requested a copy of my vehicle's title so I could register in the state I had moved to, during these requests I spent a total of 15.25 hours of my time on hold waiting to talk with someone. (Note: They only have one number to call into with no call back feature in times of high call volume periods). Along with this poor lack of contact means available by this bank several representatives failed to address my requests for title since my original request on 11/26/2021. I asked to speak with a supervisor or manager on several occasions, which was never followed up on by anyone within the organization. (Still waiting as of this writing to get this resolved).
To add to the 'pain' of dealing with this bank I sent a loan payment into to the address they provided on a mailing I received from them, after noticing that the payment had not posted I called them (waiting 1.75 hours) to speak with a representative. The representative stated that the address I was given was incorrect and requested that I stop payment to the address it was sent to, I followed through on their request and sent a payment to the new address that was provided. I finally received a paper statement on 1/7/2022 on the statement I noticed they are attempting to charge me $30 stop payment fee. I called them, in regards, to this matter and have yet to have any follow through on this issue (awaited on hold for 2.25 hours before speaking to a representative).
Once I receive the paper copy of my vehicle's title, I am going finance it with another lender even if the rate is higher to avoid any more 'pain' with such a poorly led organization.

I wouldn't let my dog sign up for an account at Truist bank… like all the other complaints on this page I will tell you when Truist was Bb&t, everything was smooth, I knew all the tellers and managers as I've had my business and personal accounts with BB&t for the last 20 years! Today is Monday 1/10/21, and truist bought BB&t out roughly at the end of December! There were immediate changes the first of which they changed there online BB&T dashboard login for accounts to a new truist system which wouldn't let you actually activate it unless you tricked it to activate it, funny enough once the system realized it was letting people get access it immediately became somehow impossible to log on, of which they finally fixed after 2 months of utter aggression-
Now there system is still super duper annoying, was a thousand times easier when it was BB&T !
Then all the regular people whom I've known for years in my what felt like a family bank feels very cold and unfriendly and unwelcoming today, all the people I knew who worked there for years slowly quit over the last 3-4 months.
Now when you go in for help the assistant helpers turn there head when you look for them for help as of there praying you won't ask them for anything!
Even worst when you call the 800 number for truist you can not get a human being you must push buttons in hope computer will shuffle you off to where you need to be if your lucky, I spent 3 hours one day trying to get a human with NO luck!
Today I've experienced what seems like a mini nightmare, the new truist manager was supposed to transfer money from one account into another, that was last week, I got a text from the manager last week letting me know all was good and the money was transferred…
I unfortunately didn't ck my account till today only to see nothing was ever transferred, instead they took money out of my checking and paid off another account that had nothing to do with my request… but because of what they didn't, now I'm left trying to figure out how many checks came thru and how many over draft fees I've been wrongly charged!
I could go on longer but I'm tired of typing!
If your even thinking about opening up a bank account at truist ( just so you know-owned by suntrust -DONT DO IT -RUN -OPEN UP AN ACCOUNT ANYWHERE ELSE -BUT DO NOT PUT YOURSELF THRU THE PAIN OF HAVING ANYTHING TO DO WITH THIS ABSOLUTELY HORRENDOUS INSTITUTION !

Since Suntrust Bank switched to Truist bank I have had issues with the online banking. I can't set up text alerts on my new card. It's a technical issue that is missing the preference option. I've called weeks ago and it is not fixed. Also, it says I'm not enrolled in text banking and I am and have always been enrolled. But since Truist came along all of a sudden I'm not enrolled when all of my information is correct online. Truist online banking is horrible. I'm seriously considering finding another bank with better online options.

They are charging me overdraft fees, but I told them just don't pay.
I told them if I'm over drafting my acct just don't pay so I don't incur in overdraft fees.
When I call to complain the wait is too long and now, they don't have an email so you can write them and explain the negative situation