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

For months i’ve known about the merger, which is fine. I was a suntrust customer. I was at the atm to get cash out and could not access my funds. It kept telling me to contact my banking institution. Before I could call, they called me to supposedly verify this was not fraud. I did. It then told me to go back and retry the transaction. I did that multiple times and still was unable to access my funds. I even tried to go into the cvs to see if I could use my card at all. I could not and was unable to buy pull-ups for my son, couldn’t get groceries for days and was constant left on hold for over 2 hours when I tried to speak to someone. Whenever I finally reached an agent, they had no answers for me and kept reading from a script and telling me I was notified my card would not work. I was not notified my card would not work. I requested a supervisor and was disconnected. I’ve spent over 10 hours this week on the phone trying to get this resolved. Absolutely unacceptable!

Former SunTrust customer. Card does not work. Wait time to reach customer service very long. Repeatedly disconnected after waiting on hold. UNABLE TO ACCESS MY MONEY and getting no help from Truist.

I did a zelle transfer to a family member who is also a Truist account holder as I have done several times before- the bank took my funds and never transferred it to the recipient and it’s been well over 5 days. When I called, and after waiting to speak to someone for over 2 hours, the agent told me the transaction was complete, her computer crashed, she could not see my account information, and used many other excuses, before saying she would transfer me over to a manager then proceeded to hang up on me. We never had any of these issues before, but tomorrow we both will be closing our accounts.

The recent merger with SunTrust forced a password change on my online account. The password reset did not take, and now I have no working login information. I can't reset it through the website like normal; instead I have to call their customer service line which, as far as I can tell, always has a 1 hour+ wait. I've been on hold for approximately 8 hours total over the last few days before random disconnects or having to hang up. I've never once spoken to an actual person.

The automated response claims a text has been sent to my phone with a temporary password every time but I've yet to receive any of those.

I have been trying to send money from Canada to USA through Zelle. I used to be able to do it with Suntrust. Now with Suntruist, it seems impossible.

Tried to call them for the last 3 days!

Line hang up after 1.5 waiting time

yesterday, I waited 3.5 hours on line... with nice music from Suntruist.

Impossible to join anybody over there.

I spoke to Zelle Dept who transferred me to another Department which hang up after 1.5 hours of waiting time.

I am completely unsatisfied.

My issue is still not solved. I have been emptied my phone batteries because of holding on the line.

Right now, still waiting on line... for 1.5 hours... and it hang up! Redialing again... and still that music... they are driving me nuts.

I just cant wait to go back to USA and shop for another Bank!

I have been on the phone with a customer service agent from the Philippines who knows nothing about the day to operations of Truist in America. For over 2 hours I have been on the phone and continue to wait for a supervisor. The agent continues to read from a script. Online banking options I have used and relied on for years with BB&T are no longer available. i.e. advanced search to print a date range of activity rather than printing entire monthly statements.

Seems simple enough to keep that option. i.e. Confirmation of my account activity that I have verified for years is no longer available. I was told that the supervisors have access to the exact same information as the agent. Then why have a supervisor? Just to name a couple frustrating issues. I am ready to move all monies away from Truist immediately and have been with BBT 50 + years, before they were BBT.

I called to find out why I now have 2 "checking "account when I only had 1 before and 1 savings. After waiting over an hour for a person to come on the phone. I was told 1 is a savings account but also called a checking account I do not want to choose what account I want to use when I do anything transaction on what should be my only checking account

I was told my new debit card was mailed on February 8 by Shameka. She said if I didn't receive it by Feb 22 to call back. I have tried for 3 days and every time there is over an hour wait time. My card expires Feb 28 and I have no card.

What does it take to get a card in the mail at a reasonable time before your current card expires. I am starting to think my new card was never mailed. I keep getting these alerts to activate my phantom card. I am less and less impressed with Truist every day. I will be switching to a new bank next week after I am forced to take a day of vacation to get it done!

If any one plans a class action lawsuit - count me in!

I'm very upset with this whole situation in regards to the merge. I'm a original SunTrust customer now it's Truist. Which is fine, as long as my accounts or my ability to use the card or ATM weren't affected. But they were and still are. To charges on my account that I didn't authorize, to my inability to access funds thru their bank ATM and now cancelation of the new truist bank card that was given to me by them thru the mail and had only been activated on the 21st as per their request. Now have supposedly have to wait for another week to get another card in the mail. And trying to call customer service to try to fix these issues, only to wait to get someone on the phone, and waiting is about an hour or more. It's ridiculous!

On the day of 2/24 i had an appointment t to see my Doctor. After showing up i was told that i have a past due balance. I gave them my card that is connected to truist they said it was declined and i would need to pay off my balance before seeing him. i went online and card that i tried to use doesn't not say its been block or requires activation. I said i would call to see what's going on. Once i found out the the wait time was 60mins i was told I couldn't see my doctor was forced to reschedule. I don't understand why i wasn't notified that my card had be blocked by the bank, I didn't get an email or a text. This event was very inconvenient. When it was SunTrust i received a text to say that my card was block due to fraud or any reason and was able to take care of it right away.

On 2/24/22 I expected to make a transaction at the Whitehall location in PA and was subjected to extensive long wait and when was serviced by Bank manager Tonya she was very rude and began yelling through drive-through speakerShe did not take my request and automatically deposited my money I then told her I wasn’t here for a deposit and should I come inside she then told me what do you want I told her I would like to change the money to larger bills she then threaten me and said hi I am a problem I went inside to speak with her and she told me to leaveI am very upset and I have been mistreated for the second time at this location I would like to report her and I would like an apology

Horrible. Went to log into my Suntrust account and re-directed to Truist. It won't recognize my Suntrust user ID. Tried to retrieve online but it said not available. It says some of the fields are blank - ALL THE FIELDS ARE COMPLETE. Called the number - there is NO option for User ID. I finally got to what I thought was the correct place but it said "we've emailed you a temporary password". I don't want my password reset! I kept saying operator since there is no button option. Finally got through and it says wait time is over 60 minutes. BTW, it's been over 30 minutes and I still don't have an email with the "temporary password". I have bills to pay! I'll be looking for a new bank this weekend.

This merger and transition is a disaster.

Where to start? For starters there should be an Attorney's General investigation into this sh#! show of a bank. Former Suntrust customer that is angry as hell for not switching banks when first learning of this transition to the bank from hell. Nothing and I mean nothing about this transition was positive. It's so bad the CEO should resign and everyone else responsible for the clusterF should be fired immediately. I am told for months, the transition will be seamless (keep same account numbers etc) and go to use Suntrust Debit card this weekend? It doesn't work. It was cutoff before these incompetents even sent a new one! the new website absolutely sucks and is non intuitive. My accounts are not adding up, transactions are erroneous and they split my Suntrust HELOC into two different accounts making it entirely confusing. I have a monthly check that gets deposited every month with Suntrust and is mailed out on the 10th. Still hasn't show up in Truist and probably never will. There is zero customer service and you get put on hold for hours. I can't even fathom a single customer staying with this "bank" going forward. I can't entrust them to hold any money for me. I started the switch today.

My balance ranges between 2500 and 3500 and I see dozens of overdraft fees

While there was clearly money in the account. The resulting overdraft fees caused an account to overdraw when an automatic payment was attempted. Called the general info line and was told my hold time was over 60 minutes. Called my local branch and was told they did not know why this was done. This is very upsetting ! Please tell me how to resolve this as soon as possible

Awful, terrible, 0/10, the absolute WORST experience here. I asked to close all of my accounts in early November 2021, and it is February 2022 and they are still not all closed. Raul Joshi (the manager) has lied to me so many times about how he will call me back and update me on the situation. He has gaslit me, cut me off so many times, and he even tries to blame the whole situation on me.

Date: ongoing. 1. Since merging with BB&T, your email notices regarding checks that have cleared have become non-informative. Formerly, these notices were very helpful and informative. The notices would provide the check numbers, amounts, and date cleared. Now, they simply say 'A check has cleared'. This is not helpful as we then have to log on to your website and research the check. Please advise why this notification has changed to provide NO actual useful information and when you will correct it. 2. Your phone system is not helpful. After going through 4 rounds of selections, I finally spoke to a representative who could not answer my questions. She 'forwarded' me call which was dropped after 5 minutes. 3. I finally spoke to someone who said they would research my issue. After a week, he got back in touch with me to say 'sorry' the internal call system told him that there was a one hour wait and he couldn't spend that much time on the hold! Truist apparently does not value customers as much as they try to minimize contact and customer service. Very disappointing.

What a complete and total nightmare! Yesterday I logged on and realized a wire transfer I had done prior to the 5PM cutoff during integration on Friday was missing from my account. Spent over an hour on hold - only to get disconnected. Spent another hour on hold and finally got it resolved. Today I logged on and it is missing again! In addition, a deposit I made at the bank yesterday is also missing. I tried calling but again we are looking at over an hour on hold. I have both my personal and business accounts at Suntrust - I will be looking for another bank after this disaster. Plan on going down and camping out at one of the branches (over 30 minute drive because they closed my branch) to get this resolved - not that I have the time to deal with it.

On 15th of February about 220pm I drove to the new location of SunTrust to withdraw $160.00 . I drove up and put my card like I always have done for years and gave all the information and pushed the withdrawal and the code and the bottom right side of the drawer lights were flashing but did not open. I repeated this one more time and same thing no money came out both times it timed out. Then I did it a 3rd time and this time the drawer on the bottom lift came open with the $160.00. So I got my money. Then my wife check her bank statement and she was charged 3 time at $160.00. Then I went to the bank and thy gave me a number to call. I called 17 times over the next 4 days. The last time someone answered and I explained what had happen and thy said for me to go back to the bank. So today I was back in the bank and I was saved if thy gave me a control number showing that I contacted them and thy did not. She he gave me a phone number to call and after being on hold my number was dropped.

I did write a complaint before, don’t know if it when thru, whatever what I need is to get a $5000.00 that was teller cashed 12/10/2021, than has not been solved and getting no help from Truist bank, CSR do not answer the calls after half hour wait they say that need to transfer the call and at the end they disconnected the call. Truist is liable and responsible for paying a check without verifying signature and more than obvious that’s fraudulent. More than 2 months and still investigating. If this is not solved promptly I’m ready to make the issue public via tv channels, radio and any way that I can alert others how this bank takes care of their customers

My name is Gloria Alvarez and my email address is [protected]@gmail.com