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

We started our account with the Colonial Bank nerly 20 years ago. However some years back they were taken over by BB&T. This Bank was fine and we found them very helpful and efficient. But now they have been taken over by

Truist of 2300 East Colonial Dr, Orlando FL 32803 the service is terrible.

They do not answer any of our emails and are always busy on the phone. We did once speak to the branch manager a Tanya B Ault who apparently is vice president but she's too busy to help. No one in the branch reads any of our emails apart from a reply in one line, "come into the branch to sort this out".

Sort out what! Nothing has changed from our account. That's the last we've heard from them. We made it quite clear as we our based in the UK, we can't just come into the branch to sort things out. All we require is for them to operate exactly as BB&T did before! At the moment our money is locked into our account with no access.

Dear Suntrust now Truist (Whatever kind of a name thats supposed to be) you need to consider opening on Saturday and Sunday. You may have not noticed yet, but we students are in school from 8 to 3, and you close at 5. That only gives us about 1 hour to get to the bank, figure out what were doing, get our money together, etc. It is better to have more time so we do not feel rushed. A Sunday is a great time to get this done, from 9 to 12, when not much else is going on. Also-online banking should not be an option on a smartphone, so that less scams/fraud will happen. I have heard the complaints, a simple solution is to shut down smartphone banking. Please quit listening to these lazy coustomers that clearly don't know what their doing, can't drive 2 miles to a bank, and don't know how to use their time wisely. Amen...

My account has been blocked since Wednesday April 06 2022. I called the bank and was told to go to a branch which I did today April 08 2022 and nothing was done about it. I called the fraud department and nobody answered, I was waiting for three good hours just listening to the background music playing with no one picking up to help me out. I do not know why my account has been blocked but I would appreciate it if I get a reply to help me unblock my account. This is my account number [protected]

Name:Sonia Boadi

Email: [protected]@gmail.com

Contact: [protected]

Time about 11 PM. Clicked on my Truist favorites link and got an "Access Denied" page. Tried their automated phone system, no recording about an outage, nothing on it addresses this problem. It asks for full SS and account numbers. That's poor security, the last four of either should be sufficient since the system can read my phone number to ID me.The "Access Denied" includes "For security purposes, we have temporarily suspended online access to your account." Doesn't say why, or how long. singles out "your account', like you're the only one they've blocked. That is scary.

Now I'll be up all night trying my account over and over, hoping it's just maintenance that will clear up during the night.

I need to correct an excess contribution to my health savings account, and mailed information in over a week ago, but no one calls me back and the number that was provided to me [protected] is always busy. I need to take care of this by April 18, but having no luck!

My first Debit card didn't work, took to long to get replacement, my wife's card has been compromised 3 times! The App was better under SunTrust, the changes Truist has made are terribly. Customer Service is horrendous and the local branch on Paul Huff in Cleveland Tn. is run by a rude [censored]! We are looking at other options to do our banking because we get no answers from Truist! Latest incident was 4/6/2022

I am trying to obtain my lien release paperwork for my personal vehicle. I made the request on March 7, 2022 and was told my document would be expedited to me. I received nothing for over a week before calling again. I called again and was told that my request was processed on March 18, 2022 (11 days after my initial request). It is about to be April 7, 2022 (30 days after my initial request) and I have not received this vital document. When I try to speak to customer service rep I am constantly put on a waiting list for more than 60 minutes and then passed to another department. where I am forced to wait another 60 minutes. I need to speak to someone from the Archives Department to get an update on the status of my document.

After hours of waiting to get help on the phone and visiting the branch I still can't get onto the internet Bank account.

My name is Daniel Zuluaga On your branch located at NW 1st Street and NW 12 avenue in Miami Florida in the little havana area , I went to withdraw money ,I was the first one on the line so a teller called me when I arrived at the window she told me she was close for the moment do the teller next to her called the next customer , I went to that teller and for some reason she told me that I was not the next one on line that I was in the other window so I showed and told her the next window was not doing operations so I said I want to withdraw money and she told me that she was not going to help me , then a customer on they line told the teller that I was the very first one on the line , anyways the teller refused to take care of me , when I said I am not leaving you have to help me I am a customer she said no I will not you have to leave and I said this in not fair is not right she then in an very impolite manner she told me to leave and I said no , then she said don not you speak tome like that and I replied you do not speak to me like that then and I raised my voice then the Branch Manager came to me in a very unprofessional and agresive manner with another employee that works in a desk and kicked me out of the bank and threatened me with the police , I asked them to hear my side of the story I wanted to tell them what happened but they did not want to listen and kicked me out , this took place on Monday April 4 of 2022 around 12:30 pm, so I wonder is this the way Truist bank treats it's customers I was so humiliated ,upset and afraid that I will be looking for a lawyer to sue the bank. the teller and the Branch Manager.

my phone number is [protected]

I have a car loan with suntrust and all payments went fine. Are last check to them did not go either because the loan number changed when it went to trust or it was lost in the mail so we paid by phone explained we were canceling that check then we were charged for reversing a check which they had said they did not get. I called to get on auto payment and to get them to get rid of the $15 charge I had to wait an hour on hold when I asked about the charge I was hung up on and then had to wait another hour on hold hopefully when they answer again. This can be resolved I just what to pay and not have a hassle every month

My SunTrust car loan was transferred to Truist last month (March 2022) and I have had NOTHING but trouble. I was on the phone for 5-hours and 34-minutes trying to stop my bank from being drafted for 2 payments instead of 1 because of some screw up when the auto draft carried over from SunTrust. One of the 3 customer service people I spoke w/ suggested I "should be glad" I was only on the phone for 5+-hours as he had spoken w/ people who had been on the phone for 11-hours!

I was advised they "could not" change my auto draft and 2 payments a month would be drafted from my bank until my loan expired. One of the customer service reps suggested I contact my bank and have them "reject one of the drafts" to wit my bank advised they cannot reject one - it was all or nothing - so I told them reject both and I sat up my banking info from another bank - however Truist charged me $30 for each of the rejected payments - when - my car payment was ACTUALLY MADE ON TIME from other account. Today I received an email advising me 1 draft will be made from my original bank on 04/10/22 and another from my new bank on 04/11/22 for a total of $1400 (2 car payments). I was on hold for over 2-hours waiting to talk to someone when I received a message they were closed, and the call was disconnected!

I am certain, when my original bank rejects the draft, I will be charged another $30 fee!

TodayI have had a enough to last me a while Today I called Truist because I had not received the my new debt card. so I get xplaind to me that they are going to cancel the new card. well when they did that they also blocked my current SunTrust card that was still valid and does not expire till 2025 they blocked the card but cannot unblock it. So for the last six hours most of it on hold and re-calling because of being disconnected and having to explain four different times to four different peope and one supervisor (what a waste of time) I asked to expedite the card and because I live outside the US they could not verify that me was actually me because they cannot call internationally. So I get ask 3 questions to verify who I am. (now mind you the card is going to the same address thats listed on my account ) I did not pass the questions so now I have money in the bank but can't get to it because they blocked my card from SunTrust. So now I cannot pay some bills that I have and mostly cannot buy food. Hopefully the mail will move quickely. SunTrust what did you do to your customers. Oh and by the way because I live outside the US I cannot download their app to my mobile phone. I am not saying that customer service were not somewhat helpful. But whoever manged this merge did not have the customer in mind. This kind of treatment makes you want to change banks. Unbelievable. I guess what I have read on this board is so very true.

Well, over a month now and still waiting! All I wanted was to extend my equity line since I already had a very small equity line. Five plus weeks and still waiting. Chose a branch by work (Alpharetta - Frances Drive), every day the VP of the branch blames it on underwriting. I know nothing, I have given all that was asked for and still waiting. NEVER has anything ever taken this long! Feel like a third class citizen - bigger amounts to deal with!

I’ve had huge trouble since late December with an auto loan with Truist. They never answer phones — branch or headquarters!

I’m trying to make online payments and they get reversed or don’t go through.

I went to a branch today to talk to a live person and they could not view my account? The agent had to call the loan department, but said it would be 1 hour and 40 minutes wait time. She said she would call me at home with information?

I’m going to get my Wells Fargo bank to pay off the loan and take out a Wells Fargo loan.

The customer service is totally inadequate. I am bounced from one prompt to another. Am I supposed to be waiting on the phone for 30+ minutes? Ridiculous.

The SWIFT code I was given at the branch office does not match the one provided online.

I recently scheduled a call in appointment about me account and never got a call and when I called the branch 2 times never got a answer

Called customer service was on hold for 22 minutes…cool

When some one answered we talk for about minutes told her my problem she said please hold for a few minutes the hung up

Ok but if the called drop she got my account pulled up she could have just called me back no that never happened when to to location here in Springfield Va 1 location had no one in the lobby or at the desk the other location had 1 lady on the phone help a client great job to her

The manager just told me to take a sit and someone will help me she never ask what I need or anything just brush me off to wait

I know y’all better then this not sure what happen now but I really didn’t feel valued as a customer

I am trying to make my mortgage payment that was due on the 1st. I am not able to get online and do so since the change over, when trying to get log in info I'm not able to as it is sending a code to some random phone number that is not mine, I can't get anyone on the phone as after 3 attempts (each being on hold for at least an hr) I continue to get disconnected. How am I suppose to pay you?