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

Can not log on to online banking and there has been a suspicious charge on my account that resulted in an overdraft. Have not had any problems with Suntrust prior to the Truist merger. Apparently the brevity of my complaint immediately resulted in an auto response that alerted me to the unlikelihood of it being resolved, so in addition to my initial complaint, I am concerned that it will not be addressed because it was too succinct. Although, I noticed in the complaint directional, brevity was a recommendation.

Since I followed your directions to change over to the TRUIST online banking from the BBT online banking I can no longer find where my scheduled credit card payments are located, as I always schedule them in advance of the due date. I have gone through every link on your website and have found it virtually useless. I tried calling the BBT/Truist credit card 24/7 helpline and there was absolutely no choices that could assist me in finding the information I was looking for. The BBT online banking format was MUCH MORE USER FRIENDLY than yours now is.

The branch in Pigeon Forge has increased in horrible service. Over the past month, increase in wait times in a drive through . It's a mess. I have always wanted to transfer the business account. Now seems like a good time as any to do so. I do not know what is going on but they are letting customers walk up to the drive through. I'm done

Worst bank ever! Twice in a year I was unable to access my money due to BBT, now Truist, error. Second time I spent 20 minutes trying to log on, called for assistance and 20 minutes later just more frustrated, still could not access my money. Help ticket submitted by bank and I received no follow-up. Scheduled an appointment to have bank call me to resolve issue. I received an appointment confirmation, yet bank never called.

I purchased a car through Toyota Financial, but BB&T bought out the loans so I ended up with this new bank. I registered with their online banking so that I could setup online payments for my auto loan. The website is clunky and confusing. I had to call the bank to get the auto payments setup because their website does not allow for auto payment setup. I finally paid off the car loan and the bank has not sent me my pink slip. I tried emailing them but the new Truist system will not let me login to my account. I called them and waited 31 minutes on hold only to get through to someone who could not hear me at all and hung up. To summarize my complaint, this bank is very disorganized and a true example of the failed corporate technocratic bureaucracy culture we have built for ourselves in the 21st century.

I have been in the process of refinancing through Truist for over a month. after getting a rate quote and locked in we did have an appraisal done which i paid for in advance. After the appraisal came back although i do not have to pay mortgage insurance they now tell me I have to pay points or lose the $600 i paid for the investment and all the time and effort i put in refinancing with these crooks. I have been with Suntrust 30 years and have a perfect payment record and now they want to rip me off for a 75, 000 loan? I have three mortgages and several accounts at the bank and they treat me this way?
Loan agent was never very helpful and slow on all correspondence(Dorothy Willis) and things were misplaced and i had to redo paperwork over and over.
All I wanted was for them to honor their commitment like I did and not try to rip me off another $900!

This has all been done online because almost impossible to get into an office now and local branch remains closed. Just a sad example of customer service all the way around. Merger has made both banks worse(I deal with both) and no desire to make things better..

I am now being forced to use the Trust app on my phone. I have an older phone and now do not have access to my account and the convenience of the app. P!ease take this into consideration so that alk of your customers can receive equal services. Very disappointed in your bank. The reviews for your new app are not encouraging. If you cannot provide an app for all customers, please consider letting us use the old app.

All I wanted was a replacement card because the chip was going out . Now you have to get a new number instead of getting a replacement card. Then I get a new card with a different number and the chip does not work. When I called, they told me that I had to get a new card with a different number again. I use my card to pay for all bills . Now I get a new card with a different number & expiration date. The worst is that I get a card with a bad chip. When I ask for a replacement, they tell me that I have to get a new number again! Honestly this is abusive harassment to people that just want a replacement card! If I ask for a replacement card why can I not get a replacement like I used to before the merge to Truist.

I have been a BB&T customer for many years and manage several accounts with on-line banking. The new changes, now that your bank is Truist, is both unwanted and unnecessary and confusing to this long-time customer. I just spent several frustrating minutes trying to figure out to make a routine payment. I am computer literate, a computer instructor, so am facile with managing my life on-line. I chose BB&T for my banking because it was NOT a national bank and more personal. Little guys like me have nothing to say about the merger and I dreaded the coming unnecessary changes just to have a "new look". And here they are. I am sure your corporate execs will have many rationalizations for these changes, but to one sole customer, thanks but no thanks.

I deposited a third party check into the ATM which I have previously done because a BB&T employee told me I could for $4186.85. The branch rejected it saying I have to have my husband sign a form saying he approved the check being signed.
He is incapacitated and in long term care. They don't honor POA's and are refusing to give me the money back. In addition, I am being charged overdraft fees, my mortgage check was returned and my checking account is a mess. I filed a complaint with their Client Resolution team and no one has even bothered to contact me.

BBT Fraud department fraudulently claimed my bbt debit card was being used fraudulently.

Why?

I played the NC lottery online

This is something I do regularly and it is NOT illegal

They then went on to nullify purchases I made at Food Lion and Walgreens Holden Beach where I shop weekly

Again .. no justification

They then denied a purchase of critical medical supplies which my daughter requires so that she can be attached to the ventilator so that she can live

I called many times over the past two days and what does BBT d0? They kick me out of my debit card

They then decided to play sleuth

They asked me my address and when I answered they said that was wrong

I told them I am allowed to move and the address was changed

They said;" Oh I can see that now"

Then she said; Oh what is your phone number?"

I told her and she said;" That is not the number we have"

I told her I got the number when I moved
I moved next door but still 0wn 3300 Stone Chimney Rd

I gave her the number [protected]

Then she questioned the numbers and I told her they are similar because I moved next door

She said;" Oh I see that now"

I gave her my cell number which she could see because I called in

She says it was not listed in my account but that was a lie in her part because I get text messages and calls when I need a security code

She then asked who else us on my account

I told her no One and she said someone else Us on my account and demanded their name

I told her my husband was a n the account but he died and I submitted a death certificate to the local branch and had his name removed

She did not believe it

I asked why critical medical supplies were blocked and declared fraudulent

She says that she thought I had said my husband was dead

He is dead but my adult daughter is totally disabled and on life support at home

It is not a crime or fraud to purchase critical medical supplies

I need for bbt to unlock my debit card

I need to purchase medicine for my daughter

BBT created this mess out if thin air and it needs to clean it up

Cleaning up from the idiotic actions of ignorant people is not my job and this burden should not be placed on me

BBT says I need to go in person to the branch bank so I can be identified

This after I supplied:

My mother's maiden name

My SocialSecurity number

My date of birth

My PIN number

My debit card number

My 3 digit security code

My zip code

BBT needs to fix this mess

I cannot leave my daughter to meet with bbt local

My daughters nurses are not coming in today

Fix this ASAP my daughter needs her meds which the neighbor picks up for me

This action is not illegal and Walgreens allows it. We have been doing this fir over a year now when the nurse is not here to stay with daughter

Fix this mess!

Tami Varnam
3280 Stone Chimney Rx
Supply, NC
28462

[protected]

SunTrust now Truist is making it very difficult to make my mortgage payments. During the pandemic we asked for the mortgage debt relief to help us through the rough times. However, now that we have requested to start paying our mortgage again it is a difficult task every month. SunTrust now Truist has told us that after 3 consecutive payments that we could start paying our mortgage through their website but that is not true every month I go on line and try to make a payment to them I have to call them and either get put on hold for hours or told someone would call me back and that does not happen. I manage to get the payment made, but not after hours of long waits and unreturned phone calls. I have been making payments now for 5 months and no one has kept their word. They won't release us from collections.

I am beneficiary of some of my father's assets and also the executor of his estate. My father had numerous accounts with several institutions at the time of his death. The BB&T assets have been the most difficult by far to transact. Fiduciary responsibility was shirked through repeated misinformation and stalling tactics.

BB&T/Truist has repeatedly shirked fiduciary responsibility. I encountered several instances where BB&T/Truist representatives have told me that there were no beneficiaries for IRA accounts only to find out later there were beneficiaries. On numerous occasions, I was promised a call back on the same day or the next day. Time after time this promise was broken. Instead, every time I was forced to leave many messages over several weeks to eventually obtain the promised response. This deliberate intransience and apparent disinterest are dismaying. Other intuitions have only required days or weeks to resolve transactions where has BB&T required months to complete similar activities.

Unfortunately, 3 BB&T/Truist employees (1) were particularly haphazard in their work and/or highly unresponsive.

BB&T IRA

When I took a BB&T banking statement (checking & IRA) and court documents to the branch where my father had a checking account, I was able to convert his former checking account to an estate account. I was told that I could convert the IRA because I was not a beneficiary. (I found out later this was incorrect.)

The last week of October 2020, I met with Christie Brown to identify someone to work with the Ameriprise Estate CFP to transfer my deceased father's IRA to the estate. She made copies of the court documents, gave me her business card, and instructed me to have the Estate CFP contact her. In January 2021, the Estate CFP told me that after repeated calls, she was unable to get a response from Ms. Brown. The Estate CFP said she had never had this kind of difficulty where an institution would not respond.

It should also be noted, that Christie Brown incorrectly processed a medallion signature required for stock replacement. When the application was rejected, I went to another BB&T branch with the same paperwork. The branch manager at this branch said they could not apply the medallion in the way Ms. Brown had done previously. When the branch manager called her, she denied she applied the medallion in that way.

In early January, I was able to get an appointment at the Friendly Branch to transfer the IRA to the Estate. In this meeting, I was informed that even though I was originally told that I was not a beneficiary of the IRA, I was actually a beneficiary. Accordingly, I could not move the IRA to the estate. My sister, my deceased brother, and I were beneficiaries of this IRA. In this meeting, I scheduled another meeting for late January to give me time to obtain a copy of my brother's death certificate. When I came for this meeting, the branch was closed. I saw an employee and got his attention. He told me they had a skeleton substitute crew but if I came back the next day, he would help me. I came back, he processed the application (death certificates, BB&T forms Ameriprise forms, etc.) while I was there. In March, the Estate CFP followed up with the BB&T office that processes the inherited IRAs. She was told that they did have the application. I sent her my copies of the original application. The process that was initiated in October 2020 with BB&T to convert this IRA, was not completed until May 2021.

BB&T Securities IRA

When I first talked with Linda Nance, I provided her with the court documents and I told I found my father's holdings with BB&T very confusing. I did not know which assets might go to the estate, or which assets had beneficiaries. She said not to worry that she had met several times with my father. She told me that my father had paper stock that the first thing I needed to do was to find the certificate. She said if I could not find the documentation that she would help me with the paperwork to replace it. My sister and I never found the stock. Repeated calls to Linda over several months went unanswered, so I proceeded to replace without being able to obtain her assistance. After several attempts with the insurer, I was finally able to replace the stock.

It is disturbing that many, many months ago Ms. Nance did not tell me that the BB&T Securities IRA had beneficiaries when I initially asked for her help. It is also disturbing, that she never bothered to check when asked multiple times. It is even more disturbing, that the many times reached out for help, numerous calls went unanswered for many weeks. During these long periods of being ignored, I would often call Mr. Valentino. It must be noted, that he did not return ever return of these calls. Eventually, it was Ms. Nance with yet another failed promise to call me back the next day. I called local number on a statement for help, explaining that the agent and client representative were not responding; but this request would be sent back to the intransient Linda Nance, who would eventually call.

Just like the timeline for the BB&T banking IRA above, the recent timeline for the BB&T Securities IRA is disturbingly unprofessional.
On March 30, 2021, I called Ms. Nance to initiate the transfer the BB&T Securities IRA to my father's estate. No response. I called again on April 14, 20, 22 and 26. I finally received a response late Friday afternoon on April 30. She said needed a document from me before we could schedule a meeting. I provided the document Monday morning, May 3, 2021 and asked her confirm again that there were no beneficiaries. I also asked how we do we proceed with the IRA. No response. On May 11, I called Mr. Valentino. No response from him. On May 12, Ms. Nance told me that the next step was to meet with Mr. Valentino on May 25. I reminded her that I still needed documentation for the court for this IRA when I met with Mr. Valentino.

When I met with Mr. Valentino, it was clear there was no prior preparation. He did not have the documents I requested 2 weeks in advance of the meeting. He did not have the court documents that I had already provided to Ms. Nance. He did not know how to complete the application - he called Ms. Nance many times and could not complete it. He said he would send it to me for e-signature once he figured out how to complete it. He called that evening with more questions for the application. I reminded him again that Linda still had not provided the documents required by the court. He said he would ask her to provide them. I was able to e-sign that night.
On June 7, I still had not received the documents needed for probate court, so I called Mr. Valentino. No response from him. On June 9, Ms. Nance called and said I would have to pick up the documents, she could not email them. She said she would send them to the BB&T branch where I opened the Estate checking account. When I went to branch a few days later they did have the documents; they said they would call Ms. Nance and then call me - I finally received the documents on June 15; a month after requested.
In these documents, I found reference of beneficiaries in the documents that should have been provided well in advance with the meeting with Mr. Valentino. I realized that his application to transfer the IRA to the estate was in error. If the documents requested for the meeting had been provided in the meeting, this mistake may have been avoided.

On June 16, I contacted the estate probate attorney explaining what I thought was an error by BB&T/Truist. On June 16, the attorney sent an email to Mr. Valentino and Ms. Nance asking for clarification of beneficiary designation. No Response. As of today (6/30/21 - 3 months after the request) the question of beneficiaries and how to proceed with the IRA posed several times to both Mr. Valentino and Ms. Nance is unanswered.
Given that it was highly likely that Valentino and Nance would take several weeks to respond, I called a national BB&T/Truist number [protected]) on June 22, 2021.

The representative who answered the call also initially told me that there were no beneficiaries for the IRA. I asked her to look at the March 2020 statement. She said that it was very strange the way the beneficiaries were identified in the statement. She said that the advisor should be contacted and that the account beneficiary paperwork should be redone. I told her that Mr. Valentino and Ms. Nance, the agent and representative assigned to this account, were very unresponsive. I asked if there was anyone else to work with. She said that she would email them and ask them to respond.
It is hard to accept that calls for assistance to different resources within BB&T/Truist give the customer no recourse but cycle back to a repeatedly intransient agent and/or representative. The same agent and representative who collectively have made several errors in account creation and management. No matter who you call in BB&T/Truist the path circles back to the same problem area.

It is clear that numerous BB&T/Truist representatives struggle with correctly accessing account beneficiary information which is a troubling fiduciary concern.

Sincerely,
Lee Hubbard
5309 Timber Pegg Drive
Summerfield, NC 27358
lh.nc.[protected]@gmail.com

(1)
Christie Brown
Market Leader VI
3318 W. Friendly Ave. Suite 100
Greensboro, NC 27410
Direct [protected]
Christie.[protected]@bbandt.com

Victor G. Valentino
Vice President
Financial Advisor / Truist Wealth
Registered Representative / Truist Investment Services, Inc.
Investment Adviser Representative / Truist Advisory Services, Inc.
4025 Premier Dr, High Point, NC 27265
Office: [protected]
victor.[protected]@truist.com

Linda G Nance
Client Sales Assoicate
Truist Investment Serivces, Inc.
Truist Wealth
1040 Randolph Street
Thomasville, NC 27360
Direct [protected]
[protected]@truist.com

I went to the teller to deposit a Check for my grand daughter from the estates of her mom and dad that died in an accident 6/18/2019. I opened up an estate account and everything was good. I was told once we have received the settlements, it would need to be transferred into a Trust for my granddaughter. Today, I went to open up the trust and this banker was rude. He asked me questions on whom the estate was for and I had to explain it to him. He said that the name does not match the account. I said yes, that is why we are opening a trust for my grand daughter. He kept asking the same questions. He, said I must have had all the documents because they opened up the estate, but they don't keep the documents. Now, this is a sensitive issue with having to deal with all of this, but to have him act like he did, was totally wrong. I think you should pull the surveillance camera and watch. I told him he didn't have to have an attitude with me just because I don't have the knowledge of what needs to be open or not. It's in the bank's interest to know the information, laws and rules for opening up a bank account. It would have helped if he had told me what I needed to do. Instead of have a poor attitude and send me on my way with nothing. So, in this case. All of my banking with BB&T will be changing over, once the Bank of Tampa sets down with me and points me in the right direction of what kind of account I will need to set up for my grand daughter and estate of my daughter, then I will be changing all my checking and canceling my BB&T credit card with BB&T as well. So, here's to the poor customer service by one employee that will definitely make me remember why I will no longer bank with your organization.

Why is there not a class action lawsuit against this bank? This bank has to be the worst because if it gets worse than them God help us. I've been a Wells Fargo customer for 26 years & the only reason I even opened an account with these crooks is because my elderly uncle in Alabama banks with them. I thought it would be easier for me to send him money this way this was pre Zelle or maybe I was just unaware of Zelle. I was charged 5 overdraft fees for one $20 transaction that shouldn't have been approved in the first place. So $20 cost me an additional $175 talk about ridiculous especially when I had the $20 in my savings account. This bank is definitely not customer friendly. Beware and stay away from this bank they will suck your account dry, send your account to collections & still charge you. So they unethically charge fees then send it to collections when you refuse to pay & ruin your credit.

BBT has charged off a charge card they gave someone in my name, without even checking the address, I have a credit freeze but they still issued it anyway.
I cannot get them to take this off of my credit.
They issued the credit card to a vacant house and the thief went to the house and picked up the credit card. I have three accounts at BBT and they didn't even bother to check the address.

Sitting here in the drive thru at BB&T for over 1/2 hour. Every time I go to the drive thru it is almost 1/2 hour wait. Sometimes, very rarely, I get lucky and the wait is minimal, but that is rare. I realize that the lobby is not open due to the pandemic, but more lanes should be open with more employees. I have never had this issue at any other bank. Also, only one branch in my area is open on Saturday. I don't know of any bank today that is closed on Saturday. I only go to BB&T because it is where I make deposits for my boss's business. So disgusted!

P.S. This is not a complaint about the employees. Everyone that I have dealt with is great. Always pleasant and friendly.

I a account holder at bb&t I deposited a check January matter of fact it was January 28 and didn't realize it had my old company name on it. Once i posited it thru the ATM that was a mistake. this check is being held by a non customer service person. If it was a issue with why was it processed. they should contacted me to find out that it was a mistake in the spelling of the account name, instead they put a hold on it till 2024. I just don't get people in these banks. I feel they treating me like In was trying to do a fraud or something. to try to rectify this mess I've called several times to try to get them to return the check, so i can take it back to the original owner for him to rewrite it to the correct name listed on my account, that didn't work. The owner of the company that wrote the check went to a branch in SW Atlanta to try to fill out a ratification form, that didn't work. the bank that the check was written on is PNC they were on the phone with the banker at that branch no resolution, I went to the branch that i made the deposit in Jonesboro Ga no help as well. I feel that the person hold this up is not even trying to fix the problem. among all this I'm getting hit with NSF fees my account is in overdraft to the tune of 1100.00 because of this account number is [protected]. this is ridiculous. the other bank said just that release the funds or return the check. The money was debited from the Co. account that wrote the check and its just setting in limbo. The check had Tri-Tech Systems Inc and my account is Tri-Tech Systems and Services, which I had that name before changed it to what it is now. I since then incorporated this one as well. I feel that if that was an issue they should have contacted me to let me know about the error and offered to returned the check for the correction in stead the do the transaction and set on the money like I've committed some sort of crime. I thought the the banks were here to help small businesses to learn and grow. Apparently not.