Truist Bank (formerly BB&T Bank)

I have been using the Suntrust mobile bank app on my iphone. Now it doesn't work, and when I tried to download the Truist app, it says I have to upgrade to OS 13 on my iphone. Since my iphone 6 will not upgrade to OS13, what you are essentially saying is I can't use mobile banking without spending $1000 on a new iphone. Since my iphone works perfectly otherwise, I will probably move my accounts to a different bank. I don't know if Apple is paying you to require everyone to get rid of their excellent iphone 6s, but your policy is working against you. You should have an app for whatever OS the user needs. Period. Otherwise you are participating in the false economy of making people buy products they don't need to use your service.

My card didn't work on Friday morning, so on my lunchbreak at work, I went to the closest truist branch. I told the teller, who apparently was a manager of some sort about my problem. At least 3 times, he told me that my card was good and that it would work. On Saturday, I tried to use my debit card and, of course, it didn't work. That makes the teller a triple liar and a thief. He lief boldfaced to me and said my card was good, over and over. He also stole my vacation time that I used to go and talk to him, during work hours. He also stole from me the vacation hours I am going to use on Monday, when I go back there and force him to own up to his lie. Hopefully, he is ready to defend his lies with his hands, as I am going to call him out to make it right. I don't tolerate being lied to. Especially, by those who hold my money. Truist needs to give me all my funds and pay restitution for my vacation time lost and for my pain and suffering. I have thought of nothing else all weekend and my blood pressure is through the roof. I have tried to call truist and work it out, but conveniently their automated system keeps 'bankers hours', just like they do

I originally posted these complaints on the ComplaintsBoard.com website on March 9, 2022. Now I find that I have to register my complaint directly to Truist. So, now I'm even more annoyed! So, here it goes.

When using on-line bill pay, you select who you want to pay and the amount you want to pay. Then you click on "send money" and get a screen that says "Bill Pay / Payment Confirmation" listing the bills you paid, the amount you paid and the date your payment will be made. At the bottom there is a button that says "print". When I clicked print all that showed was "Bill Pay / Payment Confirmation" on the top of the page! No list of payments, no amount I paid and no date the bill will be paid. Nothing but the "Bill Pay / Payment Confirmation" at the top of the page and then a BLANK SHEET OF PAPER! And, yes, I know I'm shouting because this has happened to me again since my first posting!

Actually, this pales in comparison to the ridiculous and most confusing layout of a website I have ever seen! I don't know designed this atrocious mess, but whoever is responsible should be fired. The Suntrust website was clean and simple to understand, and easy to get to get to where you wanted to go. When you log into Truist you are confronted with a mass of boxes and so many choices that it boggles the mind.

Enough said, I hope these matters get resolved.

Thank you for your time and interest in resolving customer complaints.

I found out today But my SunTrust bank account was compromised when it switched over to Truist. I spent all Saturday and had to call six times where I was hung up on or transferred to various departments where I had to wait 50 to 2 hours each time to get ANY help. As I write this I finally got complaints to open a case and find out the damages caused. Then was told they couldn’t shut or stop further access to my account as they were closing. So again tried another area where I waited 2hrs before I lost connection again. I have yet to have the digital service folks locked down my account after I spoke to the claims department. apparently the two departments do not communicate with each other. So as I wait to be handed off to another department my compromise continues to be at risk for over the weekend!

I am absolutely disgusted and stunned by this business process. It’s obvious TRUIST is not taking cyber security seriously and incapable of meeting its customers needs.

During the weekend Truist merger with Sun Trust I lost access to my former Sun Trust account. I visited a local branch and called daily to try to resolve this. After 2 weeks access was finally restored. However, there are 5 transactions missing from my ledger. Oddly the balance is correct and the last recorded and the next one recorded show a jump in the balance to reflect these 5 missing transactions. I continue to call customer support ever few days and after waiting for over 1 hour each time Truist cannot give me any information on when this will be resolved.

I have been a customer of Suntrust for many years and I never had a problem with them, in fact they were always more than helpful. Since Truist took over i have encountered some issues but the worst part is that you call customer service and they put you on hold for over an hour! If you have low personnel then hire more people! I have been on hold now for 30 minutes! Unacceptable!

I have been a Suntrust customer for 30 years. Took Truist less than 30 days to have me visting another bank to setup a new account.

I keep $200-400k in my personal checking, and now they will not let me get out more than $500 and set my daily spend limit to $3k. I have had $50 transaction denied due to insufficent funds (actullay hit the unkown limit)- purchase made earlier in day for $3k.

Tried calling 3-4 times and wait times were expected to be 50-60 min. Really? No worries... dumping this toilet bowl.

Since transitioning from a suntrust card to a truist card, my debit card is always rejected in online transactions. The info is correct- but it just will not go through.

I called truist and customer service told me I have to call the business every time I make a purchase using my debit card. The business told me this is a truist issue.

On 1/1/22, I called Suntrust Bank and got a payoff on a mutual customer's auto loan. I added 10 days interest and mailed the check. Your bank received the check on 2/2/22 which is 4 days past the 10 day payoff amount. The daily accrual was $4.59 so the way I figure it we should owe $18.36. I also enclosed a self addressed stamped envelop and a letter asking you to call me if there were any problems. We started trying to call your bank about a month after we sent the payoff but as I am sure you know, it is next to impossible to reach someone on the phone at your bank. Finally on 3/4/22, my assistant talked to someone who told her that the payoff was now $480.57. After 2 hours on the phone, I was told that the increased payoff was due to a Gap insurance policy that was not considered when the original payoff was given. I feel that this mistake is on your end and our customer nor our bank should have to pay for your mistake. Please have someone call me that has the authority to resolve this situation and I will provide the account information to them.

John Guest

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email:[protected]@cnb-brownwood.com

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.

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Time 4pm EST