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

My account was closed but I had processed a deposit into it that was in transition via ACH prior to the account closure. When I didn't see the deposit verified after 4 days, I called the customer service number (waited on hold for 51 mins) only for the customer service rep to hang up when I asked her to transition from her headset to the actual phone due to being hearing impaired which I clearly stated on the front end. Called back a 2nd time- 48 mins later they dropped the line. A third try (54 min wait time) I was told they could do nothing for me and I needed to visit my local branch. The following business day, I visited the branch 5 working days after the deposit was transferred. The local branch representative says they can't see thing only to the same customer service number. 45 mins later of her being on hold, I'm told that my ACH was returned to the institution of origination. I call them the following day and they show confirmation of the funds being received by Truist. I wait 2 more days before returning to the local branch which led that representative calling into the customer service line. Wait time is greater than 45 mins so he says he'll email the date and transaction number of the returned deposit. Turns out they didn't return it at all but I will receiving a paper check in 3-5 days via mail service. After a week, I called in the am and didn't receive a return call so I returned to the local branch later that day and speak with the guy that has an office. He calls into the customer service only to find out that the check had not been cut yet. Follows up with a phone call the next day to say I will receive said check in 5-10 business days. This has been going on for almost a month now and quite honestly every time I've spoken with someone I've been told a different story so I don't know what to believe. It's been the worst excuse for a financial institution that I've ever experienced. I enjoyed being a customer of Suntrust but since this merger with BB&T it's been terrible.

You gave starch 9.00 out of my account which only had 1.80...your bank or starch was not authorized to withdraw with 1.80 in my account...I would never do this.

In August of 2020 I had a forbearance due to Covid, In July of 2021 paperwork was signed and filed. they said it would take 30-45 days to review and file with Hud, due to the fact we have an FHA loan, HUD never received paperwork and I have consistently called BB&T to find out what us going on, no one seems to have a straight answer as to why my paperwork has not been filed and discharged from forbearance. I have been paying a normal mortgage payment as of August 2021, which I was told to do, The forbearance should be closed out and it is not. Due to this we cannot refinance and have been given the run around. It is now FEBRUARY 2022 and still no answers

I went to lose my account today. Apparently I had a pending transaction and couldn’t complete my transaction today. The teller, Drew, at Truist in downtown Lumberton NC said “don’t let the door hit you in [censored] as you leave”.

Seriously? This is the way employees speak to customers? I used to bank with BBT and left because if a lack of customer service. I was hoping to be done with this bank all together today. When I asked if I heard him correctly, he said “yes, you did”. This is not acceptable behavior. When I worked at a bank, I would’ve been fired for that behavior. I expect he will receive disciplinary action.

2/9/22 10:30 am waiting on the phone for over 1 1/2 hr to find out about possible suspicious activity. could not wait any longer. during this time they restricted my credit card. 2/10/22 11am sat in the local branch office with branch leader trying to help and still sat for over 1 hr. he could not get anyone on the phone. just told to wait for the next available operator. wanted the restriction removed from my card. branch leader had internal phone numbers and it got him no ware. gave up and left after one plus hr

branch leader did resolve the problem later in the day called to let me know.

i don't call this good customer service. my time is just as important.

We have been with Suntrust for 20+ years. Our online information and format has been the same. Today I tried to pay bills online but our sign in wasn’t accepted. It was accepted for Suntrust but I still couldn’t pay my bills.

This is very confusing and getting help on the phone is a half hour wait, for email 24 hours.

Please direct us through the process step by step so we can understand.

P Wolfe

Truist decided to block a purchase I was trying to make on 2/7/22. I tried to contact the fraud department. I attempted to call them several times. After waiting two hours each time I called I ended the calls. I attempted tp make a purchase today and found out my card was blocked. There is no reason why anyone should be on hold for hours and never receive any assistance. I currently have 5 accounts with Truist and if the customer service doesn't improve I will close all my accounts and take them somewhere.

Cheryl A Poore

Jetersville, VA

I have an account with BB&T bank in Fallston, Maryland, now known as Trusit Bank. Without my knowledge they took the funds in my account leaving a balance of $0.00. When I called and asked them about the unauthorized withdrawal, they said it was because I had not accessed the account in a long time. When I asked for my money back, they said no. Just a warning to others that Trusit Bank has stolen my money.

I have been trying to pay off my Auto loan and cannot get assistance. A Check was sent on January 16 and the payment was not allocated to the account. I called numerous times and was told they couldn't see the payment. I was then transferred to another person and had to wait for over 30 minutes, which I didn't have time to wait as I was working.

Now when I login into my account it automatically logs me out. I have reset my password but still am unable to check my account to see if payment has been accepted. I am paperless so I do not have account information available except online.

I need help! I have never worked so hard to pay someone $12,000

Doesn't work half the time. Continues to tell me if "doesn't recognize my device" the same phone I have used dozens of times. Tried calling to speak with a representative twice, first time told "46-minute wait time", second time told "31-minute wait time"...Was with SunTrust for other 20 years, this new entity SUCKS...HATE THIS BANK, moving to a new one soonest

I can not transfer money from one account to another. It will not allow me to select the date.

I've been locked out of account numerous times with unauthorized charges. The fraud department is closed on weekends which I believe is against the law to not have a fraud representative available 24-7. The card controls get stuck while off and I have no access to my money for an entire weekend and nobody to reach for help or to report unauthorized charges. Online access has been down as well so I cannot access my account in any way whatsoever. I was told fraud department is required to always be available and given a # to call for them, when I called it said closed and gave normal business hours on weekdays like every other service. Beyond frustrated.

Truist recently felt the need to send all of their customers a new debit card because of the change of bank name from either BB&T or Suntrust. So, I received a new card on about February 2nd. The information states "activate your card on 2/21/2022". I tried to activate the card early and it said too early to activate. This to me means that I need to leave this card and all of the associated paperwork laying around on my desk until 2/21/2022, almost 3 weeks away. In addition, if I really want to insure that I have debit card to get cash out of my account, then I need to put in a reminder in my calendar to activate this card. This is way too much BS to put up with from a bank that wants to keep my money.

Also, Truist has decided to use the "belt and suspenders" approach to website interactions with them. Logging in or logging out takes TWO keystrokes, not just one as compared to most other banks. More BS from them.

These people need to realize that there is a lot of competition out there in this space. They should not want to piss off their customers so soon after merging together.

I have 2 checks outstanding since the 1st and 12th of January, both to the same institution. They have not been cash or cleared on my statement. Every night for a week I called the bank and was put on a 30-45 min wait, which they never answered. These were paper checks and not electronic transfers. Since my working hours are the same as the bank, I have not been able to go by the bank. I put a stop payment and was charged $72.00. This is ridiculous to pay for a service that was not completed. And the chat line is not available on the bank when I logged in. This rarely happened for years with SunTrust, but they never charged me in this instance of lost checks in the mail. If you are going to merge with the world HIRE MORE PEOPLE. If my $72.00 is not refunded, i will be changing banks. You may call me, since I usually answer my phone. [protected]. Not too impressed with Truest so far, just another number for you to make money off of the retired and fixed income people in this world of inflation that has been created for us common folks.

I formerly had an account online with BB&T. Since Truist took over I have lost access to my account. Many login problems and currently my account is locked.

I am a retired American living in Thailand. Name on account is William T Harvey. Weeks ago I made a phone call to Truist from Thailand. About 10 minutes before speaking to a human and then was connected to a person in another department and was told next person available in 30 minutes. Password issues. Unresolved! Still no access online and a large sum in that bank. I need to be able to have com with a human.

I have been trying to get the payoff amount to pay my mortgage early. First contact 1/10/22 said payoff amount would be mailed. Never came. Called again 2/1/22. Same thing. Said it would be mailed. And I cannot pay the final amount through the online account and have to wire or mail a check! When I said I can wire it, the representative rapidly read off a string of numbers to wire it in and did not even give me the amount to send in. I talked to two different people at each call (Jan and Feb) and got different stories fr om everyone. I just want to pay off the mortgage. Cannot do so in person because the nearest office is several states away.

I am complaining about extra charges in my account on the reference dates and I am sending attached a letter explaining. The charges are about zelles and wire transfer made in 2 times on the total amount of $7, 301.39. Please see the letter attached to understand the whole situation. This sudden charge in such a large amount all at one time came as a very unpleasant surprise. Once I had been advised by your bank's representative as to the nature of those charges I stopped using zelle as a means of payment for this account.

I have tried numerous times to logon to the new Truist web site. I succeeded twice and went to the mortgage section to pay my mortgage and it wouldn't work. I have tried on various search engines such as Edge, Chrome, Safari, IE, etc. Now I can't even get in to the site. It takes time to load and none of the options when clicked will work. Very frustrated with this. When it was BB&T, I didn't have these issues. Since the conversion I have not been able to pay online.

I am getting "pending" on both and no is answering Customer SERVICE WHICH SAYS IT IS OPEN THIS TIME 4 PM Saturday.

Thanks to a security worker at BBT we never got our State Tax Check put into our account... They also had the gall to block our account and it was a weekend... The manager at the time was disgusted and tried his best to help us but was unable to.. I inquired about him since I did not see him working there. They said he quit, I think he was fired because he disagreed with them. We' still never received the check and it's almost 3 years. And yes we contacted the state.. But they are awful to deal with too!