Truist Bank (formerly BB&T 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

Truist telephone banking system is limited and confusing. Before merging with SunTrust, the telephone banking experience was simple and uncomplicated.

Now, I don't have info on what debit came from where, the number of recorded debits is the last 3 debits only. The recording is very fast paced and hard to follow. I hate it! Seroiusly considering moving our accounts to another bank.

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.