Truist Bank (formerly BB&T Bank)

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?

When I immediately called back, I got, "The estimated wait time is more than sixty minutes."

My wife and I have repeatedly uploaded documents to show this company the mistake that one of their agents already admitted to me. More than a week ago, their agent agreed the bank had made a mistake, and her manager would be calling me. I never received a call, and this bank has continued to make the improper charges.

This bank should be put out of business. Terrible on all counts.

As part of the changeover process from BB&T to Truist, they have restricted use of the online banking app until terms are agreed to. The problem is that there is no way to agree to the “terms of use”! I have followed the instructions and downloaded the entire 45 pages, however there is no “check box” to complete the process! Here is where my complaint really comes to play! I’ve made multiple calls, been put on hold for hours, disconnected after being on hold multiple times!

As much of a complete hassle and inconvenience it is, the incompetence of customer service is leaving me with no option other than to make a change!

I pay my mortgage via the app. On March 1, 2022 the app has issues. Eventually the mortgage gets paid, days late. On March 30, 2022 I attempted to make payment for April 1, 2022 due date, no success. Over the next several days the same issue, technical difficulties. I proceed, in desperation, to make payment via phone! SAME ISSUES! Now as I type, while I'm at work trying to make money to pay TRUIST, I'M ON HOLD FOR OVER AN HOUR. The operator has been "looking for someone to take my call". I have a better chance of reaching the President of Russia. I'm a minnow in the sea. But I promise I will make sure the word gets out. Again, I'm a minnow in your ocean. I process loans in finance for a car dealership. Business with Truist is in the millions. NOT AFTER TODAY! I refuse to send my customer to you for this kind of customer service.

I opened a HELOC. With record lows, I confirmed they did this at a FIXED RATE. With the new statements, it came to light that they set this up incorrectly and set at variable rate.

I called and they said it would be corrected in 3-5 business days.

It's been 10 Business Days and it STILL is not corrected.

Customer service is 60+minute wait times and when someone does pick up, they transfer the call where you have to re-enter info already provided and are provided ANOTHER queue time of 60+ minutes. Local branches don't answer their phone.

How do we get some assistance and a CORRECTED account?

My brother and I have a BB&T joint account opened many years ago at the Summerfield NC branch. On 3/16/22 I visited the Fredericksburg VA Southpoint Truist branch and ordered more checks. They arrived in ten days as promised. I discovered they comprised two single check books of quantity 50 each. I had assumed the bank knew we used three at a glance carbonless duplicates that go in a ring binder. On 3/30/22 I re- visited the Southpoint branch for purpose of rectifying the issue. I was told Truist does not do business with Harland Clarke and I would have to contact them directly. I called Harland Clarke and was unable to speak to a human. I got an automated voice which prompted me to enter the routing number. I did so and and the voice said for security reasons I would have to contact my financial institution. It appears I need Truist help to get more checks of the type we have been using for years. The person I talked to both times was nice, the second time I was not. Her manager was to call me the next day 3/31/22 but did not. I am not pleased with Truist.

Hello, I have a complaint concerning the ATM machines. I have not been able to make a deposit at the ATM machine in Raeford, NC Truist Bank. It has been down for quite some time. It is very inconvenient for me when I drive up to make a deposit and your machine sends the money back out. It is so much easier to do a deposit at the ATM machine than tying up the line inside. Of course when you go in, you have to wait 15-30 minutes just to make a deposit when it can be done at the ATM machine so much quicker. Can you please send someone to fix the ATM or get a new one. This has been going on now for the past month which is ridiculous. Since Truist took over, there has been nothing but issues and longer waiting times even when you go inside the bank.

Feb. 15, 2022

This is the date where all of this had begun.

And now up to date I am dealing with the same issue. Only, difference now is that I am beyond frustrated and angry in regards to this issue for many reasons. But the main reasons are: Complaint Department, Dispute Department and Fraudulent Department.

I have lost two paychecks with a total of $3800.00 that has not been reimbursed back to me.

I have put in about 4 disputes and claims now. And two complaints. No call back.

The customer service overall in every department is extremely horrible.

I have been with SunTrust now Truist for over 5 years and I have not ever dealt with anything like this.

So today, I call and they keep telling me to do the same thing over and over again that I have already done in the Branch as well on the phone and via email. And still no resolution.

I just sat on hold for almost 30 minutes to temporally increase my debit card limit for a purchase. This call took another 30 minutes. I was on hold at about 58-minute mark and I was disconnected. I called back and wait time is another 30 minutes. That is ridiculous. The lady on the phone clearly had no training and this wait time to get access my funds is ridiculous. Seriously thinking about closing my account now.

I've been trying for days to make my house payment. Why isn't your site working ? It gets through the whole process then says "we are experiencing technical difficulties please try again later"

My autoloan was serviced by SunTrust bank and on autopay for >2 years now (one reason I selected them). I just received a letter from Truist, assuming they assumed the loan, and it says I owe money and makes no mention of autopay. There is no email address to reach anyone, and the only option, by phone, says wait time is >60 min, but online reviews have stated multiple hours wait time. I don't have time for this. I need my autopay resumed immediately. I am not playing phone tag or holding all day. I chose a bank that was completely hands off, and instead I am left with a bank where it's impossible to reach anyone, so the expected pay format is a check in the mail? It's not 1987 anymore, and that's not convenient.