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Truist Bank (formerly BB&T Bank)
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Truist Bank (formerly BB&T Bank)
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1.8 975 Reviews

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) reviews & complaints 975

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

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B
10:23 am EDT

Truist Bank (formerly BB&T Bank) Can't make a payment via mobile banking. Can't make the same payment via phone. Technical difficulties! No difficulties in slamming customer credit!

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.

Desired outcome: YOU COULD CARE LESS!

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A
2:57 pm EDT

Truist Bank (formerly BB&T Bank) Account set up correction and 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?

Desired outcome: Correct HELOC to fixed rate at time of setup.

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10:27 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Truist Bank (formerly BB&T Bank) Checks

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.

Desired outcome: The type of checks we have been using.

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3:27 pm EDT

Truist Bank (formerly BB&T Bank) ATM

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.

Desired outcome: Please fix the ATM machine so that you can make deposits outside.

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3:17 pm EDT

Truist Bank (formerly BB&T Bank) Overdraft and Fradulent Fee

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.

Desired outcome: Desired Outcome: I would like an apology, compensation and refund of every amount that was taking from me along with ALL overdraft fees being credit and wiped off.

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J
1:53 pm EDT

Truist Bank (formerly BB&T Bank) Customer service

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.

Desired outcome: I'm probably closing my account but if you don't want to lose more customers.... You should have better training and reduce your wait time.

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12:10 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Truist Bank (formerly BB&T Bank) Online mortgage 03/29/2022, 03/30,2022, 03/31/2022

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"

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J
9:54 pm EDT

Truist Bank (formerly BB&T Bank) Over charged 7 years on escrow taxes.

Paper work is available, BBT November the situation was resolved monetary but the money was never been refunded, taxes over payed thru escrow acct.10,000 I not given up, I've struggle all my life, no, attorney if needed, BBT asked to hold off.28 the of March,2022, I was told it would be revoled. Your company take even take a phone call., waiting time twice today over a hour each time, list call both time. Do you think if I call the TV station they could help me get my over charged money back.

Desired outcome: Fix the problem

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3:02 pm EDT

Truist Bank (formerly BB&T Bank) Auto loan

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.

Desired outcome: honor my previous autopay arrangement or transfer my loan to a bank that has accessible customer service

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7:52 pm EDT

Truist Bank (formerly BB&T Bank) My 5000.00 deposit disappeared and no one can help .

Every year i deposit a cheque from my Canadian account in Us funds for us to live on and pay direct billing. This we've done for the pass 12 years and never a problem. However TRUIST took over and took it from our active chequeing account and locked it up in pending from deposit date March 9 and same day withdrew from our Canada account Say it cannot release untill 18 Apr so we seat here with little money and cannot enjoy our time down here plus pay direct billings.We leave for home on 17 APR. What a screwed up banking system. Never in our life have ever experienced this. 5 TIMES TO CUSTOMER SERVICE BY THE WAY IS A CALL CENTER AND CAN'T DO ANYTHING FOR YOU. Can't even pass you on to the correct department. Over 10 hours 3 days and like talking to the wall. The best is all they can do is say we unerstand and we are so sorry. The manager at the local bank has been great for the last 10 years and now her hands are tied and can't get an answer. DON'T PUT YOUR MONEY IN TRUIST BANK BECAUSE YOU MAY NEVER SEE IT AGAIN.

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7:46 pm EDT

Truist Bank (formerly BB&T Bank) Account lock and hold time on phone

Today march 29,2022 calling the fraud dept. Started at 11:00am this morning to

Find out why my account is lock. The recording stated 30-45 mins. Hold time well

The time now is 6:27pm, this make no sense for someone to spend their whole day on the phone. Iwould have gladly went into the branch if I was told that when a customer service rep. Came on the line but yet she say I have to talk to fraud dept. To get this resolve but I didn't know it would take all day.

This bank need to get it together and once if I ever talk to them they can give me back my $50.00 to open this account and never worry about me anymore.

Just fix the problem with the $4,800 so I can get my money. With the complaint this bank is having you would think if they care they would take a hard look at the same complaints coming in and get some training in and a better hold time on the phone.

Desired outcome: I'd appreciate a response and a apology for a whole day wait time and i am still holding and the release of the money $4,850 that is due to me.I, would like a email [protected]@gmail.com

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3:31 pm EDT

Truist Bank (formerly BB&T Bank) Service

I have been a multiple account holder at BB&T for many years and found that BB&T has been a good partner but since the merger, I have found it more and more difficult to conduct daily business at your locations.

Through the years my primary location has been the Simpsonville, SC branch with the Mauldin, SC being secondary. Since the merger, lines at the Simpsonville branch has been insufferable and a far cry from speedy. With the delays in Simpsonville my family has shifted to accessing the Maudlin branch. Now you have moved the Mauldin branch to a nearby location but its drive through is not just as bad, if not worse. Accessing this location's drive through is far worse than the Simpsonville lines. This move has not made doing business at this location more attractive.

I do not know who may have developed this new "Merger Business Plan," but it appears to have been a miscalculation. I have friends who have expressed dissatisfaction with the Truist concept and either have found or are looking for a new Financial Institution. I can now understand their concerns. BB&T has lost its uniqueness!

Desired outcome: Acknowledgement of my concerns for the degradation of your institution.

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12:07 pm EDT

Truist Bank (formerly BB&T Bank) Branch Leader Incompetence

My wife and I had several accounts with SunTrust that were moved to Truist, including our mortgage. We called Truist's "Cathedral" branch on Wisconsin Ave. in Washington, DC, to understand the types of accounts -- Dimension, Bright, Savings, etc -- to which our "new" Truist accounts had been assigned. We were told we had to come in person to ensure our accounts were assigned to the "wealth management" category. We made an appointment for 10 a.m. on 3/21.

Branch leader Steven A. Marr met us at 10 and said our appointment was with him. He did not know why we were there and had done no research or preparatory work for the meeting, nor had he read any of an internal memo apparently written after our initial call. We explained what we wanted: all our accounts linked and put into the wealth management category.

He did not know the criteria for any checking accounts so, even though we had Truist's comparison sheets for checking accounts on his desk and showed him the portion we had underlined that says "Maintain $100,000 or more in Truist related accounts across personal deposits, all investments, Trust, and/or personal mortgage ...," he read the comparison sheet out loud to us for 15 minutes despite our objections. (Our mortgage alone is more than $220,000.)

Long story short: He reluctantly called "headquarters" to make sure "mortgage" really was included. (He was told "yes.") He asked his headquarter's contact if the mortgage had to be for a minimum amount. (We thought this question to be passive-aggressive. He was told "no.") He nit-picked footnotes without understanding them for a while with the final result that he said he could not revise our accounts because only a wealth manager could do so. He told us he would contact a wealth manager that day to revise our accounts and would call us by the end of the day to confirm. He never called us.

I returned 3/29. He saw me and kept me waiting for 20 minutes while he spoke to one of his bankers. I introduced myself and reminded him who I was, what the issue was, and that he had said he would call us the previous week. He said helping us with the issue was not up to him. I asked him if he had spoken with a wealth manager about our situation during the past week. He said he had left a message but no one from Truist had returned his call. He told me to make an appointment with a wealth manager at headquarters or another branch.

I asked him why he had not called us. He told me he was a busy man. I told him he was incompetent. He told me not to threaten him. I was dumfounded.

This barren recitation does not do justice to the mean-spiritedness of Mr. Marr's behavior from initial meeting to final encounter.

Mr. Marr could not have been less helpful or more defensive. He is not a credit to your bank. Our telephone number is available to you as part of our account information; please feel free to call us if you would like to follow up. Sincerely yours, David W. Grant

Desired outcome: Replace this incompetent and unpleasant "branch leader."

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T
9:39 am EDT

Truist Bank (formerly BB&T Bank) Terrible Customer Service!

The worst hold time & Terrible Customer Service! I called last week to handle an erroneous duplicated auto payment. Automated line said hold for 30 min, total call was 2h, 1.5h of which was spent on hold! Called today to again address the issue that was "resolved" last week, automated line, 5 min wait time, hold was more than 45 min. Still on the line waiting for issue to be resolved!

Desired outcome: FIX THE PROBLEM & IMPROVE your services if you're going to take over other banks, you need to exceed their customer service not make it horrible!

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Patricia flemming
, US
Mar 29, 2022 6:13 pm EDT

I total agree been on the phone all day i mean all day start time 11:00 am and still holding. Time 6:04pm make no sense.

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W
9:07 am EDT

Truist Bank (formerly BB&T Bank) I have not been able to open a new account. My funds have been transferred from bb & t. But I don't have access to them

My funds have been transferred to truist from bb & t, but, I have been denied access to the new truist account.

The local truist bank gave me a temporary user id and password, but when I try to open the new account, I get a message stating that my device is not recognized. I keep getting locked out!

This has been going on since march 15. I cannot understand why I have been denied access to my new account for so long... I have bills to pay and auto bills normally taken out monthly.

I need help... Please tell me how to successfully open my new truist account

Wanda e wright

[protected]@comcast.net

Desired outcome: HELP me get my account opened!

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J
6:41 am EDT

Truist Bank (formerly BB&T Bank) Visa card

Why hasn’t my payment to my Visa account been credited? It was posted on March 26 today is March 29, and the credit has not been posted to my account.

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8:13 pm EDT

Truist Bank (formerly BB&T Bank) Fraudulent check that was written.

To whom it may concern' I annie wyatt relly don't know where to start' someone by the name of daniel has wrote a check on me for the sum of1050.00 to himself, and force my name on it, I have never been a member of truist are bb&t so with that being said clean ' the check was wrote on 3/22/22 so please chec in to it. It was not me name... Annie wyatt..2137 country walk way conyers ga 30013. Phone number [protected] thank you please help.

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7:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Truist Bank (formerly BB&T Bank) my account

someone got into my account and put some bad checks in my account i did'nt know anything about it until they posted it on my account i tried to tell them i did't know who was responsible they are punishing me i did'nt give anyone my informationi should be allowed to keep my account i have a check coming friday i have bills to pay and rent i want to keep my account i like this bank and the people that work therei will do anything to prevent this from ever happening againwhatever it takes the dates march 15,16,17 18 and 22 i don't know if there is anymore

Desired outcome: i want my account fixed and put back positive

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6:21 pm EDT

Truist Bank (formerly BB&T Bank) Customer service

Trying to add my card to my phone

for Apple Pay. I am on hold for. Few minutes before an employee answered. This guys absolutely did not care about his job. Literally saying he likes calls like mine because it is the only time he is useful. He agreed that Truist customer service is the worst. He then told me they need my security #. I wouldn’t trust this guys with my Wendy’s order let alone my bank account number or social security. We will

Be looking to move our money to Navy Federal.

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1:49 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Truist Bank (formerly BB&T Bank) Fraudulent activity on my account

I’ve written a comment about two weeks ago telling that my bank account was hacked and Truist won’t refund me back the zelle payments which is $2,800 I have never used zelle. And the lady I spoke to just took it off of my banking app and that’s all she did. I’ve called every day, and you have to wait 4 hours to even speak to someone. I even contacted federal trade and public commissions. Does anyone know who else I can do or contact? I’m literally sick to my stomach. I’m a single mom. I just want my money back that is mine! I never ever had this problem with BB&T. Truist has to be the worst bank! Our money should be protected.

Desired outcome: I just want my money back that is mine!!!

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rc gee
, US
Mar 28, 2022 8:28 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree & have 'Posted' much the same. 'Forced' to Truist & nothing 5 digit

($ ++,000.oo) positive/available balance &/yet in the - 7 months, & Hours on Hold since pull my finger ''Truist'' - No functioning DEBIT Card - So I can simply access MY Money.

Point of commenting here Regarding the Complaints Board Ph #'s .. [protected]

'You' are kidding. I have Ph'd a dozen times & Michelle (sp.?) is Never In & Never returns the call as mentioned. As is the case with all Truist Service (Ph's) There is NONE. But I have a surprise (coming) for Truist

So ... Have a Good Day. rcgeeee

K
Author of the review
K
Kzgorayeb
Wheeling, US
Mar 28, 2022 9:27 am EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of rc gee

If you don’t mind emailing me, I would like to know what you’re going to do. Because this has never happened to me before. I’ve contacted the Federal trade and public commissions, and the legislatures of my state but still nothing is happening. I’ve called everyday since March 3rd and been to my branch 4 times. Still no outcome. I’m about to get a lawyer. $2, 800 is a lot of money just to let a scammer have when I busted my [censored] for that money! Truist is the worst! Here’s my email incase you can email me. Kzgorayeb@icloud.com

Truist Bank (formerly BB&T Bank) In-depth Review

Overview: Truist Bank, formerly known as BB&T Bank, is a well-established financial institution with a rich history and a wide range of services. With a strong presence in the banking industry, Truist Bank offers a comprehensive suite of products and solutions to meet the needs of individuals and businesses.

Financial Stability: Truist Bank boasts a solid financial stability and performance. The bank's assets, liabilities, and capital adequacy are carefully managed, ensuring a secure and reliable banking experience for customers. Additionally, Truist Bank holds favorable credit ratings and maintains strong financial indicators, further reinforcing its stability in the market.

Branch Network: Truist Bank has an extensive branch network that spans across various regions, providing convenient access to banking services. With branches strategically located, customers can easily find a branch nearby to fulfill their banking needs. The bank's ATM network is also well-developed, offering widespread accessibility for cash withdrawals and other transactions.

Online and Mobile Banking: Truist Bank's online banking platform is user-friendly and intuitive, allowing customers to manage their accounts with ease. The interface is designed for seamless navigation, enabling users to perform tasks such as bill payment, fund transfers, and account management effortlessly. The bank's mobile banking app further enhances convenience, offering a range of functionalities for banking on the go.

Customer Service: Truist Bank prioritizes customer service and strives to deliver exceptional support. Customers can reach out to the bank through various channels, including phone, email, and live chat, ensuring prompt assistance. The bank's response times are commendable, and customer issues are resolved efficiently. High levels of customer satisfaction and positive feedback reflect the bank's commitment to providing excellent service.

Products and Services: Truist Bank offers a comprehensive range of products and services to cater to diverse financial needs. From checking accounts to savings accounts, loans, and credit cards, customers can find suitable options. The bank's interest rates and fees are competitive, ensuring value for money. Additionally, Truist Bank provides additional services such as investment options, insurance, and wealth management, offering comprehensive financial solutions.

Security and Privacy: Truist Bank prioritizes the security and privacy of customer information. The bank implements robust security measures, including encryption protocols and authentication methods, to safeguard sensitive data. Privacy policies and data protection practices are carefully adhered to, ensuring customer information remains confidential and secure.

Community Involvement: Truist Bank actively engages in community initiatives and philanthropy, demonstrating its commitment to social responsibility. The bank's corporate social responsibility efforts and sustainability practices contribute to the betterment of society. Truist Bank also forms partnerships with local organizations and supports community development programs, making a positive impact on the communities it serves.

Accessibility and Inclusivity: Truist Bank strives to be accessible and inclusive to all individuals. The bank offers accessibility features for individuals with disabilities, ensuring equal access to banking services. Accommodations for non-English speakers are also provided, promoting inclusivity. Truist Bank is committed to fostering diversity within its workforce and customer base, creating an inclusive environment for all.

Overall Rating and Conclusion: Truist Bank, formerly BB&T Bank, is a reputable financial institution that excels in various aspects. With a strong financial stability, extensive branch network, user-friendly online and mobile banking platforms, excellent customer service, and a wide range of products and services, Truist Bank is a reliable choice for individuals and businesses. The bank's commitment to security, community involvement, accessibility, and inclusivity further enhances its appeal. Overall, Truist Bank receives a high rating for its comprehensive offerings and customer-centric approach, making it a recommended choice for potential customers.

How to file a complaint about Truist Bank (formerly BB&T Bank)?

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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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any updates or responses to your complaint. Check your account regularly to see if the company has responded or if other users have commented on your complaint.

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

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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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Contact Truist Bank (formerly BB&T Bank) customer service

Phone numbers

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

Website

www.bbt.com

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