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

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) complaints 975

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

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11:59 pm EDT

Truist Bank (formerly BB&T Bank) Checking account

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

Desired outcome: Help please I've tried everything

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aperruso
, US
Oct 19, 2022 5:26 pm EDT

HI, I had the same incompetency as you are stating. It was an absolute nightmare...

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1:03 pm EDT

Truist Bank (formerly BB&T Bank) Electronic Title/ Permission to register in NY

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.

Desired outcome: I want my electronic title and letter of permission to register in NYS faxed to my DMV so I can register my vehicle.

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8:58 am EDT

Truist Bank (formerly BB&T Bank) atm banking

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

Desired outcome: desired outcome is to get someone to make sure that ATM is working properly

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Update by damirzanne
Oct 12, 2022 9:00 am EDT

this bank is a joke

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5:48 pm EDT

Truist Bank (formerly BB&T Bank) Checking account - basic customer service multiple complaintgs

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...

Desired outcome: That all the items will be resolved but I venture to say it will be a 99.9% chance I won't hear a word... And with that will OVERFLOW FACEBOOK AND ALL SOCIAL MEDIA I CAN GET IN CONTACT WITH... Hope Truist goes banctruped ASAP....

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4:51 pm EDT

Truist Bank (formerly BB&T Bank) refund of safe deposit box paid by me

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

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2:34 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Truist Bank (formerly BB&T Bank) Phishing

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.

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6:48 pm EDT

Truist Bank (formerly BB&T Bank) No help or assistance with repayment plan unpaid charge-off account

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?

Desired outcome: Help, assistance, repayment plan, and or let me off this bill and forgive it not requiring a payment at all.

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Deborah0901
FAYETTEVILLE, US
Oct 03, 2022 10:04 am EDT
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I have been in the hospital and had no one to help me from getting backed up. I got out of the hospital and was overwhelmed. I began opening mail and got a statement from Truist showing a balance of -7.92. I called and was informed my account was closed. I cannot do anything unless I go through the recovery department who I can't call because my number is not associated with their system. I called Customer Service again and they can't do anything. I called locally and was told my account would be suspended, not closed. These were circumstances beyond my control. This is very unprofessional. I have been a customer for over 7yrs. and have never had an issue.

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1:49 pm EDT
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Truist Bank (formerly BB&T Bank) Policy concerning courtesy overdraft fee

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

Desired outcome: Account adjustment

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11:17 pm EDT

Truist Bank (formerly BB&T Bank) Customer service or lack of

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.?

Desired outcome: To reach someone or they get back to me. Dont always have to get in my car and drive over to the back.

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3:05 pm EDT

Truist Bank (formerly BB&T Bank) Took our money and denied loan

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.

Desired outcome: I want them to take responsibility for their mistake and refund my money.

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2:15 pm EDT
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Truist Bank (formerly BB&T Bank) Mortgage services, customer service

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.

Desired outcome: Utter annihilation of this dumpster fire of a company, or at the very least the summary dismissal of every single Truist employee to be replace by competent humans

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TRS11
Winston Salem, US
Jan 13, 2023 6:05 pm EST
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I completely agree. I made a mistake when out mortgage payment went up because of escrow . Sept . And finally , I hope have gotten the issue resolved . Yes I did owe the difference between the original and new payments by every time I spoke to some one and found out owes money always paid. 2 months of lower payments were applied to principle rather than payment because that is their policy. Had credit rating take major hit because of This , took numerous call to find out this happens and why they dais I owned money. Oils talk to them make an adjusted payment and they would say all is good then next month would be late again because of small amount that was owed . Went to bank, worthless waste of time . They had to call customer service . Finally thought I had it taken care of and found out it was not. Still owed small amount . Talked last week to someone for hour , she said could not find any problem , I disagreed and she said she would have manager callback in24-48 hours.

Never heard from them . Funds that were to be reapplied to payment form principle never were , even my online activity said it was. Rep said hers did not show it. Finally get everything out , but said I still owed $8 late fee. Protested , she spoke to manager and manager it was all my fault not theirs . Originally with suntrust until Truist bought them . And send info complaint to consumer fraud dept.

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BStrachan
Bowie, US
Oct 20, 2022 11:05 am EDT

I completely concur. Someone needs to be held accountable. My sentiments exactly!

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9:03 am EDT
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Truist Bank (formerly BB&T Bank) Turist customer service

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.

Desired outcome: To receive the 2018 bank statements for the IRS audit.

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5:51 pm EDT

Truist Bank (formerly BB&T Bank) Deposits

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.

Desired outcome: I would like a explanation as to why these deposits are taking an unreasonable amount of time to make it to my bank account and I want my money released immediately and available to me for my business.

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5:32 pm EDT

Truist Bank (formerly BB&T Bank) debit card issues

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

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1:24 pm EDT

Truist Bank (formerly BB&T Bank) Fraud claim

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

Desired outcome: Absorb the $70 fee I could have avoided with a simple email from truist acknowledging an error was made on their part by not capturing and recording my recall of my fraud claim which launched all the fees from Winchester.

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3:02 pm EDT

Truist Bank (formerly BB&T Bank) Checking- Hold up on mobile deposited checks

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.

Desired outcome: I would like a clear process in place that shows the timing of checks and deposit funds availability.

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4:13 pm EDT

Truist Bank (formerly BB&T Bank) Checking Account Service

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.

Desired outcome: Refund

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Nancytgt
Baltimore, US
Oct 04, 2022 12:06 pm EDT

We had the same thing happen here in maryland with truist. After they took over SunTrust, they never notified us either of any fees for the advantage checking we had etc. They started to charge $20 each month as well. We called and argued and got half back of the totals they had charged, but we will continue our efforts for the other half through their headquarters and the FTC and attorney general's office etc. Always fight for your rights!

Nancy

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3:03 pm EDT
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Truist Bank (formerly BB&T Bank) Truist - 8 months trying to get my title and lien release. 8 months can't use my own car. Thanks to Truist!

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.

Desired outcome: I would like my title and lien release sent to me immediately.

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Wayne from MO
, US
Oct 27, 2023 12:18 pm EDT
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I requested a lien release on October 2nd, 2023 for a Seadoo that I own, the loan was paid off back in 2012 and they never sent a release. It's October 27th and no luck. At first I was told it would take up to 15 business days (which was 23 actual days). I called two weeks later to get a status update. All they could tell me was it takes up to 15 days and its in process. I called again on October 23rd (the 15th business day) and nothing had been processed. The customer service representative told me he would escalate the issue and they would process the release within 3 days. Well I'm on the phone with them again today and now they're telling me the case number I was given isn't valid and the rep I talked to didn't leave any notations on the matter. The said they would contact the rep I talked to and get back to me. Hmmmm...If my case number wasn't valid, how would they know which rep I talked to about the escalation. I don't like being lied to. They haven't done a single thing to follow through on my release this entire time.

Last I checked, customer service isn't the department that processes releases, so how can they promise a release will be escalated and processed in 3 days. Today I asked to speak with someone from the department that processes the releases and I was told they are not able to put me in direct contact.

I have a buyer for my Seadoo and he has been waiting patiently for a month now. Good luck if your trying to sell a vehicle. Stay away from this bank at all costs. I'll never do business with them again. They just don't care and they're full of lies and incompetence.

J
J
Joél
, US
Jul 25, 2023 2:17 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am currently experiencing the same issue. My original auto loan was through Suntrust. Since the acquisition of Suntrust by Truist, everything has been a nightmare. I paid off my auto loan on May 30th, 2023. No follow-up or any information from Truist for four weeks and one day until I called again on June 28th, 2023, and personally requested a lien release letter. I spoke to several reps over the following month, with two misquoting the "estimated time of arrival”–stated initially to be 5-7 business days, then 7-10 business days, until finally, another rep said it usually takes 7-15 business days. Every week I'd call and re-explain the whole situation to another agent–only to be told that they "don't know why it's taking so long." "It's been marked as in-process." "We don't have access to any more information since the loan maintenance department handles it, and they don't have a phone number." "We don't have any tracking information since it’s sent through USPS,”—etc. Etc.

Today is July 25th, 2023–27 days since I requested my lien release letter and 56 days since I paid my loan in total, and I'm once again on hold, waiting for them to get whatever information they can from their "escalations team.”

I'd advise everyone to stay away from Truist.

T
T
TalPA
, US
Dec 14, 2022 7:45 pm EST

Same! This "bank" is the worst! I paid my car off in August! Nothing no follow-up, no calls. It's one number for everything and you call to speak with someone and have to explain every single time there is no follow up notes no tracking of the account nothing. I paid my vehicle after they had my account 30 days delinquent for no reason. They could not even explain why. I went into 3 different branches to get help. I feel like they were going to repossess my car without my knowledge because the only reason I knew my account was past due was from Credit Karma. They never called or sent a letter. I thought nothing of it because I had automatic payments. They were supposed to do a "loan analysis" I sat in a branch for an hour thinking I arranged that, and nothing came of it. The branch manager said she would call me herself and never did. Here it is December and I still do not have my title. My original auto loan was with Suntrust. I think Truist is a joke.

ComplaintsBoard
V
7:04 pm EDT

Truist Bank (formerly BB&T Bank) Money taken file dispute in june still not solved

Hi this is Victoria keys and I been having problems with triust bank. I put in a dispute for charges that I didnt recognized on my account . I went to truist and talk to a truist wroker. They help me put in the dispute back in June. I had a shoes company take money from me and a car insurance company take money from me.

I had someone take different charges out my account from different stores online. I did not make those purchases I told you guys that multiple times. But I was told I couldn't get help because I had my card the entire time charges was coming out of my account. I got a email from you guys saying you gave me money in my account. But also I'm seeing the money you gave me being taken back from truist.

Then you give me money back again then take it back. Which means I have not been given money back because you took it back. I have added everything up and you guys own me $2,000 or more because now your charging me overdraft fees because I dont have money in my account.

Now because I was a victim of fraud and you say that you gave me money back but then take it back and then drive my account to negative then charged overdraft fees you own me even more because all your doing is taking more money I dont have.

So basically you still have not truly given any money back or solve my dispute. All your going to do is send me a letter saying we gave money to you then a couple of days later say sorry we took the money we gave you back. But your continue to India give which mean your actually not.

AT THIS POINT I DONT CARE IF YOU GIVE ME BACK MONEY OR NOT. BECAUSE YOUR NOT REALLY SOLVING MY DISPUTE IF YOUR GOING TO ACTUALLY SLOVE MY DISPUTE YOU DO NOT TAKE MONEY BACK. YOU GUYS HAVE NOT HELP ME AND CAUSE ME TO BE LATE PAYING BILLS BECAUSE OF THE OHNIM SORRY FOR YOUR INCONVENIENCE BUT WERE GOING TO TAKE THE MONEY BACK THAT WAS SUPPOSED TO BE GIVEN TO YOU BECAUSE YOUR ACCOUNT WAS PART OF FRAUD. BUT WE DECIDED WE CHANGE ARE MIND AND WERE GOING TO TAKE IT BACK SND PRTEND THAT WE GAVE IT BACK.

IF YOUR NOT TRULY GOING TO HELP JUST CLOSE THE ACCOUNT

Desired outcome: If possible give all my money back including overdraft fees. If not sueing triust bank

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ComplaintsBoard
J
9:43 am EDT

Truist Bank (formerly BB&T Bank) Lack of customer support

There is no way to reach this bank. It is impossible to reach customer support, even with an account. Sent a few text messages to customer support. Waited on the phone for over an hour, no response.

Please steer clear of this bank. It is known as a bad bank. There is no way to reach this company, on the phone, at the desk or VIA chat.

Take notice that TRUIST parking lot is pretty much empty, as far as I can see. ZERO customer service, stay far far way.

Desired outcome: Answer or respond to client contacts. One hour wait time on the phone is not acceptable.

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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.

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

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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Truist Bank (formerly BB&T Bank) contacts

Phone numbers

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

Website

www.bbt.com

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