Truist Bank (formerly BB&T Bank) – Page 24

Got new debit card. Hubby didn't. Went to bank and told my card had hubby's card # , so canceled mine. Issued me temp card. Told hubby to wait. Never had problem with SunTrust. Fix it or will find another bank. Just crazy.

When I call customer service and message says hold time is 60 minutes, I'm done. I'll be closing my accounts. Before that I got voicemail messages for two local numbers. Terrible!

They were invisible during covid and impossible to et anything down.

I tried to refinance a loan and go no cooperation and service.

Tried to open a brokerage account and you would think it was brain surgery.

On and on...

Finally closed out non-profit business account after being charged $72 for insufficent funds with $28,000 in savings and but I could reach no one, no chat! 2 hour wait on the phone?

Getting ready to close personal accounts an church account with 200,000 in it

It is impossible to get through to a person on any of the Truist phone number lines.

We have been waiting to talk to a customer service employee today March 11 for over an hour trying to get our pin to activate our debit card. This is totally unacceptable. Am sorry you ever took over BB&T

On March 2nd my phone was stolen. I received my new phone on the 3rd. I logged into my Truist account and seen multiple (18 to be exact) pending transactions from cashapp and 3 of them were from zelle which I have never heard of until then. As soon as I seen the pending transactions I called the bank immediately. The guy told me that they can’t stop pending transactions, which is absurd to me because my other banks do. Anyways, he went on to tell me that once the transactions go through for me to call back. So i called back on the 4th and they said they would refund me all of the money that was fraudulent activity. On the 9th all of the cash app payments were refunded but the 3 zelle payments were not. So again I called and the lady told me that they denied the zelle payments because after investigating they assume it was me who did it. First off I called as soon as I noticed all of those pending transactions and they told them to stop them and that it wasn’t me! So now I’m out of $895 that I did not initiate. I’m a single mother and if I did initiate those transactions then I would have never called to cancel them! I’m just sick to my stomach. That was my rent and bills for the this month. Truist is by far the worst bank I have ever dealt with! I just want my money back! I wouldn’t have kept calling and telling them to stop the payments if it was me that initiated them! The lady I spoke to yesterday the 10th was the rudest person I have ever spoken with.

To Whom It May Concern:

I hold a master card credit card with Suntrust. I have called the customer service phone number on back of card [protected]) to dispute a posted purchase. I waited on hold for 35 minutes, then was accidently disconnected. I called back, waited 42 minutes for a representative only to be told that the internal transferring system was not working. I was told to call another number [protected]- estimated wait time 40 minutes). I am currently waiting on hold for collectively one hour and fifty-minutes to dispute a $10 charge. One would think there was a more reasonable wait time for customer service. Truly disappointed with this waste of time. There should be another option to dispute a charge, such as online. I am wondering if it would be prudent for me to do business with a company that has better customer service.

Sincerely,

Debra Rocco

3.10.22 on hold for over 45 mins to report a lost or stolen card. Last month the online site told me I was locked out and I had not been trying to login so it looked like someone was hacking my account. I was on hold for 40 mins only to be disconnected when they answered. Called back in 30 mins on hold and did get resolved. This bank has the worst customer service I have ever seen I have a business account and personal and well over $100,000 in here but am going to move it to another bank. It's just painful to go through all the corp hoops to get a new account but believe me I'm going to.

1. The emails sent, prior to the merger, preparing us and telling customers to be prepared to do our part for a smooth transition was a big waste. They should have beta tested the heck out of their programs so that they could see ALL the problems.

2. Even the employees at the SunTrust branches have told me personally they have not received any training in the new software. I would think that would be the first priority, to make sure the employees know how the system works.

3. ACH Fraud platform is not working and they did not tell people of the problems. Instead, vendors are not getting paid and this makes the account holder look like they have no funds.

3. New phone numbers, I have been on hold for 3 days now and now one has picked up for customer service. As I am typing, I have been on hold for over 2.5 hours.

4. Try and speak to someone about your credit credit account. No one answers that number either.

5. I received in the mail proof of payment from Truist for my credit card yet my card does not work and is being declined.

This merger is on the brink of being shutdown due to the number of customers running to other banks. My family and I have been a SunTrust customer for over 40 years, it is a very sad day.

ps. I also am dealing with the merger BVVA and PNC bank. What a smooth transition. I had a an issue with one of my accounts and PNC actually called me back to make sure my matter had been resolved and everything was working correctly. Guess where I am going for now.

I openned an account online with Truist. I live in Washington

State. Truist openned the account without a problem. Two days later after $420 in deposits they locked the account because of suspected fraud. My Chexsystems file and Credit File do show two last names because I have changed my name. Truist said that in order to gain access to my funds, I must present

identification at a physical branch. There are no physical branches in Washington state of this region. I suggested multiple ways to resolve this all of which were denied. So, I am out the deposits I made to Truist. They will not do anything without me coming into a branch. I have offered legal documents, previous ID, previous SS cards, a Zoom video call to prove identity. They will do nothing. I simply want the money I deposited back. I do not want an account with them now or anytime in the future. For me to go to a branch, the cost of travel would exceed the cost of the deposits with Truist. This is simply unfair. If Truist is going to allow people from all states to open accounts, they need to have

processes in place to fully service those accounts, including proof of idenitity. Opening an account then closing it with NO

COMMUNICATION whatsoever is unfathomable. To then block any kind of resolution is just dishonest. I have received no letter from Truist, nothing about why the account was locked/closed and nobody will tell me anything. They simply say, I have to come into a branch to prove who I am.

Desired Settlement:

Refund

I have been a Suntrust customer for 7 years. I have been extremely happy with every aspect of the bank from online to in-person interaction. Since the merge and change to Truist the online chat has been removed from the website, every phone number available has an announced wait time of 40-50 minutes but in reality the wait times are between 1 and 3.5 hours! When a branch is called, no one answers and you are again told to hold but no one ever answers. If you go to a branch there is usually a wait time there as well and the representative may or may not be able to help. I waited 45 minutes to be told by the representative that the branches do not address credit card issues. My newest issue is with my online statements. Prior to February 2022 I could access a statement for my checking account and a statement for my money market account. Since then I am only able to get a combined statement and all access to my money market statements prior to February have been removed from your website. I need separate statements for my business. If I don't get some kind of resolution, I will be closing all of my accounts and looking for a new bank.

Thursday, March 10, 2022

Since merging with SunTrust- the customer service has been extremely disappointing. First, I NEVER received my NEW TRUIST DEBIT CARD- before my old card was due to expire 2/22. So, I called to inform Truist. Well, after speaking with CSR, he mailed me a new card same # different expiration date & security information. After using new debit card for we'll over 3 weeks. I NOW HAVE AN INVALID CARD! Today, my new debit card has been permanently blocked! After, calling customer support- on hold for over 30 minutes- I finally reached a young woman. (forgot her name) She preceeded to tell me that for security purposes, since I reported that I didn't receive the original card- the card that I was using for 3 weeks now is invalid! While she continued to put me hold over 3 additional times- she told me that she'd would have to issue me another card. She then put me on hold- then she hung up on me. She never tried to call me back. I then called again, I was on hold over 20 minutes this time. Ryan-CSR - helped me as best he could. I explained to him my situation and I also asked if there was a new card issued by the previous female CSR (I forgot her name)- Ryan told me that she never issued one for me. This has been a complete nightmare since the merge. I've been a long time customer with BB&T. I've never experienced anything like this with BB&T. Totally unacceptable!

Talking aggressive like I’m working for her not even being like a customer, not helping me solve any problems. Keep on saying I’m letting her get into trouble, finish her impolite words then go without saying anything. How could you hiring a person like that to be a branch leader? She even doesn’t have any basic experience for serving customers and helping customers to solve to problem.

Customer service is horrible. Every time I call it is at least a 30 to 50 minute wait before you can get someone from customer service to answer the call, and when you do they can barely speak English.

The last time I called was March 10, 2022 to get clarification on a transaction that posted March 9, 2022 and disappeared the next day. I was treated like I was crazy and was told maybe I was confused because they saw nothing .

All I want to know was why my return was not showing in my checking account. How could it appear in green one day, as pending, and totally disappear the next. I want Truist to take me seriously and find my money. It is $101.76 returned to my debit card and now Truist can't find my money. I am a 77 year old woman who needs her money. This needs to be straightened out. Treat your customers like they matter.

I have been with Suntrust for over 12 years and had no problem with online banking. I also had checks and a Suntrust stamp . They have now switched to Truist and I was advised that I can no longer use billpayer unless I purchase a new computer and I would also need to purchase new checks and a stamp at my expense. I'm not quite understanding why to continue to bank with Truist "which not something that I ever asked for" I would be financially responsible and cannot fully utilize my banking efforts. Please do hesitate to contact me.

I am a former Sun Trust loan customer (a car loan). On February 20,2022, Truist took over Sun Trust. Since March 5, I've tried to make my car payment. The Sun Trust website no longer recognizes my account ID/password. Truist has assigned me a new loan number for me to use to start a new online account. Truist website doesn't recognize my new number. They instruct me to sign in under my old Sun Trust account-WHICH NO LONGER EXISTS. Now I can't sign in to either site to pay make my payment. Any attempt to call any number (and I've tried several) leads to the same voice mail: I can't do anything without an account number. The voice system doesn't recognize my loan number and without an account I can't get through to any person. I've even tried calling a local branch in North Carolina only to get a message that the voicemails are full,

I literally have no way to pay my loan payment! I don't want a missed payment on my credit history but there is literally no way to make a payment! In addition, an email was sent out saying they'd mail us information no later than April. If I wait until then, I'll be two months behind in car payments!

My mother, aged 80 years old, is being charged monthly for her paper statements with printed check images mailed to her home. Charging a woman that does not know how to do online banking and has always had her bank statements mailed is unethical. Having printed bank statements mailed is a reasonable accommodation for persons that have no access to computers, do not have the mental capacity to operate online activities, have impaired vision, and born in a generation that may not understand the changes in society thus does not participate within those changes. She is charged $4 per month for what should be a reasonable accommodation given her age.

Today, March 9, 2022, when I was using on-line bill pay, you click on "send money" then you 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 of the list 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 and then a blank sheet of paper!

Actually, this a minor matter compared to the ridiculous and most confusing layout of a website I have ever seen! I don't know who designed this atrocious mess but whoever it is should be fired. When it was Suntrust it was clean and simple to understand and easy 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 you get my drift.

I have tried to use my online banking account numerous times. After I reset my password, it will work for a few times and then stop working. I am sick and tired of constantly being cut out of my account that previously worked. I can't get through after a reasonable wait by phone and my branch can't help me. I'm not going to spend a considerable amount of time on the phone only to find that what I am told doesn't work the next time I try to access my account. Please resolve my dilemma or I will cancel my accounts and go elsewhere.

I’ll call once a week for three weeks and still no debit card. They killed my SunTrust card. Then I said they sent the cards to the wrong address! Now I have to wait another week or two for a card!

But I don’t believe them cause every time I call I get a different person with a different comment!

I don’t think they know what they’re doing!

They said it will take 48 hours to do this transition but is now going on for three weeks!

I have to use a real credit card to pay bills because I have no debit card!

Know how I’m going to pay my credit card without no debit card!

They are hurting people and they don’t care!