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

am trying to resolve an unauthorized charge which was reported about a month ago. charge was taken off statement and then now added on. tried to call and an hour later got a operator who then said was going to turn over to fraud and then that person said could not access file and transferred me again and then lost connection. if i am not protected from charges what good is it . i need charge taken off . i dont want to be on phone again for hours on hold. this is unacceptable.

I have had an account with bbt (now Truist) since I was 9 23 years. It has always been one of the banks with the least impressive products, however it has always been a local bank which I liked. Recently they merged with sun trust to form Truist. Ever since Truist has delayed my direct deposit paycheck or straight up returned pay checks to my employer. I have spent three multi-hour calls with customer service; to be told there is nothing wrong, and that I am just going to have to deal with my paycheck being a week late. I don’t expect much from my banking institutions; take my direct deposits and make my money available when I need it so I can pay my bills, that is not much to ask. Truist has failed to do both of these tasks.

I recently deposited a cancelled check in error when I got an alert of an overdraft I reviewed my account and realized my mistake went to close branch to bring food check long story short they locked my account without a single txt message email phone call nothing. Saturday on hold for 2 hrs. Monday on hold for 2 hrs and more at two separate times finally got through and after holding for soo long I was heated. I explained to rep that I have responsibility said that she will escalate. Called again on tuesday held on over 3 hrs was told by another rep this will be escalated will be 23-48 hrs. Call d on thursday held on for 2 hrs rep came on and put me on hold to review came back 15 mins later to tell me she reviewed so I am ok what. She said file is still being reviewed and 24-48 hrs well you should know at this time there is no reasoning my mortgage late my phone bill I had to reschedule because my phone is needed to log onto my work’s portal. Don’t even ask bout the credit cards. This woman turned around and said that I am not being respectful and if I cannot be respectful she will have to hang up. I have not cursed or said anything offensive to her just before she hung up she said that they did not have my contact number that’s why they could not contact me. I told her go ahead and hang up because she can’t help me anyway. This happened over 10 days. My account is locked and no one at truist gives a rats [censored]

BBT was great; you are not. Hold times are unrealistic. Every time I call it is minimum of 30 minutes...and usually much longer. And you do not even offer call back option. I do not need you and as soon as I find another bank, I will make the switch. A lot of work to close accounts, deposits, auto debits, etc...but I will do it. You frustrate me so much I get sick. Not worth it to me. And don't tell me COVID. And don't tell me it is the transition (which you also screwed up). And don't tell me it is staffing. Just tell me goodbye!

And to make matters worse, when I go into the bank because I do not have 40 minutes to waste on the phone, you tell me...sorry you have to call customer service for that!..Good riddance!

I have been a Suntrust customer for over 25 years. Since the Truist merger I have found Truist to be the worst bank I have ever seen. I have an issue with my Quicken financial software and have spent multiple hours on hold and or talking with their customer service. Today I have call ed three times, held for over 30 minutes each time. Twice my called got disconnected and the third time they answered and said they could not hear me. Get rid of this bank if you are a customer and if you are looking to be a customer I would not suggest them They are absolutely horrible

I am beyond frustrated dealing with your bank.  Multiple calls over multiple days, hours on hold and multiple visits to the local branch could not resolve a critical issue.  I simply MUST have access to my mother's account.  She MUST have her account spent down by the end of the month to qualify for Medicaid.  I am the attorney-in-fact for my mother, and I should have full access to her account.  I had full access before you changed ownership. I have not been able to talk to anyone who can help me.  I keep getting referred to the same phone numbers to call, all which have resulted in several hours holding with no one answering.  Please rectify this situation.  My mother's future depends on it.

Myself and my husband deposited a large check into my account on Saturday, On Monday it shows the money deposited online. Then on Wednesday it says returned deposited check. Well, I paid some bills with that money and now I'm over drafting on something that I deposited rightfully. I called the local branch, and they had no clue "why" it was being returned. I was on hold as the lady tried to find out what was going on. Then she said someone would call me back as they looked into this matter further. I have been a loyal Suntrust customer for over 20 years and I have HATED the merger as I have not been able to get help nor seen online spending being accurate and now this. I better have all overdraft chargers fixed and I will be finding a new bank. would have been nice to been sent an email stating they were returning the check or even a phone call. No... I have to get a notification from my sons school that a payment didn't go thorough. Really? cuz I have plenty of money in the account, I just deposited a large check. NOPE they took it without so much as a word or memo.

When ever you call, you have to wait 20 minutes to an hour. When you finally get someone, they are of no help. She could not find my 4 accounts (2 business and 2 personal). She could not answer my questions, she could not tell me what Conditional OD Protection was - that I would have to call them. And the number she gave me was not valid. Please put BB&T back in charge.

by way of your chat line, I requested my Acct #5349 be closed. As of this date I have no response. Also, I am requesting a customer service email address, once again no response. I am unable to be on a telephone all day to wait for a response. I am not impressed

with Tru sit bank.

Horrific transition! Debit card unreliable. App unreliable. Account balances on web and app are different and I think both are wrong.

Trying to get hold of them but ONE HOUR wait times on hold with their so called customer service line. They have my money and I cannot get it out. No local branches in Greeneville TN. Cannot get access online as no instructions as to how to register. Their phone number gives me my balance and that is all. My account number is same as it was with BBT. I am also trying to verify 2 auto pays for Utilities that I had with BBT. Worst banking experience EVER.

Date: [protected]

Time 4pm EST

This bank always misplace or loses the deposits slips or saying they can't find the bag. Really becoming a serious or seriously problem. The date was February 5th. The bank location is on Panola.

I had fraud on my card in November 2021 totaling almost $2000. I submitted a claim when the fraud was first found and never heard back. Called a toll free Suntrust number (pre-merge) and waited for 2 hours only to be told that my claim was denied two weeks prior for "inconsistencies in fees", yet I was never made aware. I was patient through the merge, being very understanding, only to realize it seems as though no one is even handling my case. I have spoken to multiple employees at my local branch and have held for more hours than I can count to no avail. Employees promise they will call me back with more info the following day, only for me to wait multiple days or even a week before calling them back instead. I cannot get a single employee to help me figure out where my money went and why I cannot get it back. I am now being told that after the merge, they are unable to see my original claim that was submitted for the fraud in November. I refuse to let $2000 be stolen from me without question. That is more than a months work for me and I am returning to school this year. I have felt so unattended to and as though my problem is no one's priority, as though they hope I will just give up and forget about it. I am planning on swapping banks immediately if this does not get resolved.

On February 11th 2022 I closed all of my accounts or so I thought. The representative at the branch told me the collateral funds would be available on February 28th- statement date. The closure of my credit card didn’t actually happen until February 15th. On February 15th, I called the customer service line & yes, I actually got a representative in a fairly short time. Rare occurrence. The representative closed my account and sent me a check for the overpayment. On March 1st 2022, I went to the branch to collect my collateral funds, only to get a response that it wasn’t available. A phone call 2 hours later from the teller advised me the funds would not be available until March 15th 2022 - 30 days from the closing date. A manager informed me that was in the account disclosure of which I still don’t see that in the disclosure. On March 15th, I was informed the payout date would be March 17th or 18th. This company is the worst - wretched customer service is not a crime, but holding funds with no reason should be.

For the past month, Truist has been a complete and utter nightmare. First, when you call customer service there is a 40-60 minute wait time. I joined in November 2021 with my minor daughter. Mind you, I did this in person but instead of them making me the primary on the account, they made it joint instead and I did not find out until March which is now.

Next, it is the debit card for me that is causing a problem for my daughter. When they BBT and Truist merged, I was sent an email stating that I would get a new card and about two weeks later it came in the mail. Ask me if the same has occurred for my daughter? NOT! I have been lied to and jerked around for more than a month. No one can explain why she never received her card and yet they caught off her old card when she never received a new one. When I called customer service, I was told that I could go into a branch and request a temporary card. I asked the CSR rep more than once if she needed to be present with me, she said "no." I go to the bank and it is the exact opposite because the bank representative told me that she could not give me one and that my daughter's card was not off. I told her more than once that it was because my daughter's old card could not be used to buy things online or in a store because we tried that morning before I went to the bank. She finally spoke with a manager and they gave me one for her.

That was almost two weeks ago and my daughter still has not recieved a new card and now the temporary one does not work either. Every time I talk to someone on the phone in , I am told a different lie. The last time I spoke with a supervisor I was told that it had indeed been over a month and there no reason that my daughter did not have her new debit card. After confirming the address for the 10th time, I was told they would have the card sent to a local branch for me to pick up. Well, don't you know that it never arrived neither did the supervisor bother to call me back.

When attempting to download checking transaction, I receive an error code OL-221-A

When attempting to download credit card transaction, It appears to download normally. How ever, I requested transaction for 01/29/22 through 02/28/22 and only had one transaction download dated 02/27/22

I've tried several times in the last couple of weeks, with the same result.

I am appalled and extremely disheartened with the lack of consideration concerning the interphase with Quicken during Suntrust’s merger into Truist.

I have used the Intuit products for over 30 years and have banked with SunTrust for 25 years including multiple mortgages and bank accounts. SunTrust has made more than $100,000 from me. But the results of this merger have been an anathema concerning the problem-free interface with Quicken. It took me hours on the phone ultimately necessitating an appointment with my accountant just to enable Truist statements to their respective accounts in Quicken. I have also spent hours attempting to continue to pay my vendors via the Quicken online bill pay just to recently learn from Quicken Support (heaven forbid Truist would help) that Truist has no current plans to continue this interphase.

I am a very busy surgeon and very savvy with my financial software. As I stated above I am appalled. Should you not fix this problem I will withdraw all my accounts from Truist and close my Equity line.

Thomas Shook

12 Eagle Point Dr

[protected]

[protected]@gmail.com

I filed a dispute two months ago and have yet to hear anything back. The emails they sent cannot be replied to. I have called three times to be told my wait time is longer than an hour. ?!?! I have transferred my balance to another bank, and will be closing all Truist accounts. The $61 be damned. This is absurd.

Ever since you decided to change branding, you interrupted normal banking operations. Long lines of people waiting both inside and drive through. Several times I’ve walked in to find people sitting in every chair waiting to talk to somebody. Three times I’ve sat and waited and left when there was no progress in line movements. I’ve been trying for weeks to talk to somebody about my personal loan which has a zero balance. All I want to know is what will my payments be if I borrow X amount. But it is impossible to talk to anybody, any time, anywhere. I’ve never seen such a mess as Truist. I’m going to move my business elsewhere.

My parents had a 15-yr mortgage with SunTrust that began in Dec 1998 and was auto-drafted from their account - so it was paid off in 2013! the payoff letter was never recorded. Their 'research' department apparently is lost in the merger red tape somewhere. I emailed a request on 02.08.2022 (before the official/final merger date) and received an automated response stating 10-30 days. We are now well past 30 days with no results. Two 'branch leaders' and a customer service supervisor are 'working on it' - still no results. And the branch leader at my local branch was rude, snarky and unpleasant when I dared to just walk in. I was told to make an appointment for the next day. Since branches are no longer open on Saturdays, I was already taking a day off from work to be there that day; I was NOT taking another day off to accommodate her schedule. And there is no email address on the website to communicate with Corporate - so I called Customer Service (which is available on Sat) and spent 2-1/2 hrs on hold waiting for C/S and then waiting for her sup - and still was told they don't have an email address to provide but they will file the complaint for me. Are the corporate heads so arrogant that they don't believe anyone might have a complaint? Or do they just not want to be bothered with issues? Provide an email contact on your website - if you "care" as much as your new signage says - I double-dog dare you! I control my own accounts and my mother's accounts, plus the proceeds of the house sale if I can ever get it to close - and all of that may be moving to another/better/real bank very soon! #Worst.Customer.Service.Ever!