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

To Whom This May Concern,

Hello, I am contacting a manager at Truist for further assistance about a very complicated and confusing incident that occurred to my account with Suntrust before the merge of Truist.

In September of 2021, I received an email from Suntrust stating that my account had a transaction come out of my account without my consent. As a result, I filed a claim with the fraud department to get this resolved. I received an email from Suntrust with the claim number and account number stating that they will resolve the issue.

In September 2021, I received another email from Suntrust stating that the investigation was resolved and that they will be issuing a refund of $139 .

Because of the inconsistencies and the bad experience with Suntrust, I told them that once the credit was issued back into my account that I would like to close the account.

I was then sent countless emails and documentation proving that the issue was resolved and the $139 was being credited. I was also told that the credit will hit my account before closing simply because they could not close the account without it being positive. I fully agreed to have the account closed after the funds were posted. To further make sure that everything was good, I put money into the account before closing so that they could mail me a check or credit before it closed just in case. I never received a check.

While all of this was occurring, I was then told that Suntrust would be merging with Truist. However, at this point, my investigation had been closed, and I consented to not to move forward with an account with Truist. I called to make any remaining balances paid so that my account was eligible to be closed everywhere including my savings and credit card.

For one year, I have not heard anything nor received anything from Suntrust about my account, as it was from confirmation that the account was closed, settled and done. I also called twice afterwards to confirm this.

To my surprise; exactly one year later, I got a notification from my credit report that Truist was reporting a charge off on my account. I called Truist around fall time, probably October 2022, to get confirmation on what was going on and why I was getting notification on my account about a Truist bank that I have never done business with as well as never having an account with.

I was told by a representative that due to the merge, Suntrust and Truist were having issues with completing the merging account. I told this representative to please search for any opened account with my name under Truist and to confirm the validity of my account with Truist. The representative confirmed that there were no accounts opened with Truist and the only thing that she sees is a Charge Off of a Rewards Credit Card with the amount of $2200. I told the representative that there should not be a charge being reported to Truist with the Credit Card because the $2200 was completely paid off before the merger of Suntrust. I then asked the representative to please note that I do not have any accounts with them and that the $2200 charge off was paid and settled before the merge of Truist. The representative further confirmed that they have no record of me owing anything and that I should contact my credit agency to dispute.

I contacted my credit agency to dispute and they also confirmed that the reporting was wrong and they updated my account accurately around November 2021.

After a year of dealing with this, it is now January (2023), I now have Truist off my credit report and confirmation that it was accurately reported. To my surprise I got a phone call from a collections agency stating that I owe $600 to Truist. I asked for further information about this and was told that they do not have any information regarding why I have a $600 balance. I was then told to contact Truist to get a more accurate explanation as to why I had a $600 balance sent to collections.

When I called, I spoke with Taylor. Her ID number is G42421. Taylor and I tried to confirm and find any information pertaining to a $600 account. Taylor confirmed that the only thing she could find was an open balance of 130 that was due on a Suntrust account and another $62 accounts. Which is ridiculous to me because I was told that I had nothing owed. I told Taylor that this is really confusing as I already spoke with a rep who told me that I don't have an account with Truist and that I did not owe anything. Taylor further explained that she also could not see anything past the $130 balance and that the account could have possibly overdrafted to 600 due to fees that accumulated.

At this point, I am confused as to how 600 has accumulated on an account that I no longer have and a Truist account that was never opened.I further explain that Suntrust policy is that you cannot even close an open account until after the accounts are in a positive, therefore there is no way my account was closed while still negative, I also asked her to send me any information, documentation, statements, letters or anything that can further validate the accruing of fees to any account related to Suntrust or Truist with the days it accrued. I was then told that there was NO information regarding documentation to be sent over to me. I was also told by Taylor that I can dispute this issue to the collections agency.

But here is the issue, I never received anything from Truist or Suntrust saying that I owe $130 or even $600. I did not receive any documentation about my account being merged to Truist for it to even accrue interest. But instead I received an email from Suntrust stating that the investigation I reported before closing my account was settled for the amount of $139. And $139 was credited back into my Suntrust account. Which means that the balance of $130 from Truist should have never accrued interest because this was already investigated and settled with documentation of the incident.

So I have a couple of question and I will need some help and assistance with Truist Manager or Corporate to help resolve these Issues:

1) Can you please provide the notes/recording of the conversation I had in October/ November 2022 with the representative in Truist confirming that I had no account with no balances even in Charge off excluding the credit card rewards? Because all of this could have been prevented.

2) I need someone to send me a statement, information or letters sent or dates stating that I owed $139 and the amount of days that it was accrued during the times that I called to ask question about the account and told there weren't any accounts.

3) Can someone please provide a copy of my credit report where Suntrust or Truist send documentation to my credit stating that I had a charge off and that the charge off was inaccurate.

4) Can someone please provide the last statement I had with Suntrust and any statements with Truist, if there is any.

As of right now, I have all the documentation attached to the letter to further start an investigation. Also, the last statement that I received from Suntrust was in September. Therefore, on my end there is no documentation that I owe anything.

Can someone please give me a call back at [protected] so that we can further investigate these accounts and get the issues resolved.

Please let me know.

Regards

Purecia Matthews

SS-2795

06/19/1991

Account Dispute/Charge Dispute

[protected]

Truist discontinued a routing number and never bother notifying me. I was charged additional $25 returned check fee. All my old checks from another bank which was acquired by SunTrust and then Truist are now useless. Their representatives are no help at all. The first representative said she couldn't do anything, told me to go into a branch and see if Truist have any promotions. I stated that I would like to speak to a representative from a local branch. The second local representative promised to call me back on whether they could get me new checks and waived the fee of $31 by the end of the business day, but never bother calling back. It has now been three weeks and still nothing. $31 for checks is outrageous.

I have filed a dispute November of 2022. Claim number C-[protected] In the meanwhile, the company I disputed the charge from, called me and asked me to drop the dispute stating they will provide their services. For this reason I dropped it. Unfortunately, the company did not provide their services, so I called Truist on 12/21/22 to re-open the claim. Someone created a new claim number C-[protected]. I called back on 1/9/23, claims department. They told me to call back two days later for the update. Since that day I have been calling back every two days to receive the same message "we are waiting on the analyst". On 1/23/23 I requested to talk to the manager. They put a request in and told me that someone will call me within 24 hours - no one did. I called again today 1/27/23. The lady who answered, asked me for my claim number. I told her that at this point I have two for the same case. She mumbled under her breath "Girl, just give me the [censored]ing claim number". When I said "excuse me?" she pretended like nothing happened. She told me that they are still waiting on the response from an analyst. I asked to be connected to the manager. She put a request in for a manager to call me within 24 hours.

This is the first bank that I have ever encountered where they charged me a $5.00 fee just for moving my funds between my Savings and Checking accounts. That is absurd. I am currently out of State now, but when I return, I plan to close my accounts with this facility. After all, you have had use of my funds with little or no interest, yet you still felt it necessary to grab more. Good Bye Truist.

Good day,

I am filling a complaint against the two companies, that merged to form Truist.
SunTrust & BB&T. When the bank was SunTrust, the customer service was great, they attended to my financial needs and were extremely helpful. However, since the merger of the other banks to create Truist. It has been nothing but a nightmare each time. I had an incident occur on January 25, 2023 where, I didn't realize, I overpaid a bill using the bill pay. I called the vendor, had them reverse the payment to put it back on the account. I had a previous incident in December, where my overdraft was reversed due to me overpaying an organization, I had no idea I overpaid. This incident was the same I was advised in December that my courtesy is up to 72.00, I asked in December, I have up to 72.00, so this means if another event were to occur like that I still have another 36.00 dollars, I can have removed they stated yes. Well, I called and realized that the same event occurred, I called the vendor to have that transaction reversed. In, which they politely obliged and then I called Truist to have the 36.00 removed. They advised that 72.00 is only once a year. I advised that the money would be coming back and that this fee still meets the requirement of 72.00 a year. They would not process my request. In which, I informed them that I will not pay a fee on a money they will be getting back and that this does not help the customer., especially a customer of more than 5 years before the company decided to merge as Truist. I filed a complaint. I am not satisfied with the resolution and I would like a refund of the 36.00 dollars to then complete the agreement on this account and close it out.

In Jan 2022 when I purchased my retirement home Truist purchased the mortgage note. Truist insisted on an escrow account for property taxes and insurance. I have paid timely the entire year. In October 2022 when I received a copy of the County tax bill I saw the escrow would be insufficient. I mailed Truist $1000 stapling a copy of the tax bill to the check to make sure they got a copy and knew what the funds were for. Now I get a notice from the County that Truist didn't pay the tax bill and they want my house. I contacted Truist but they give me a song and dance routine that's it's the County's fault. They admit they received what I submitted to them, but have failed to explain why they didn't apply it to the tax bill. They have failed to pay the bill while penalties and interest continue to increase on the tax bill. They have failed to explain what they did with the monies escrowed.

Truist has a deceitful online customers account interface. They have robbed me a number of times! They don’t honestly show online how they assess the fees they assess, you can’t trust the balances they show you as they are inaccurate at times. I called customer service today because I I show my account is overdrawn and has been assessed an NSF. I asked the representative to please explain as I had made a deposit to cover all my pending transactions yesterday before the banks cut off time. I apparently was short 2.00 of the deposit I was made. However after logging into my account this morning I see I have a positive posted balance and one pending charge. According to representative I have been assessed an NSF because of the pending charge. Even the posted balance is positive. She says it’s because you can receive an NSF for a pending charge even if it has not posted and that she was showing a negative balance on her end. Online states I was assessed a the fee due to another transaction. They are thrives in my opinion and super unfriendly. No customer service what’s so ever. Beware.

It all happened in January of 2022! A Truist Bank account holder in a Truist Branch in Estero, Florida professionally with believable scamming ways he tricked and convinced us to wire money without us knowing anything of the fraudulent action. This lying man to our money and Truist did not protect this crime from happening! We lost $19,300.00 and Truist says they have no idea where our money went! This is so incredible and we cannot give up or give in. We are retired public school teachers and senior citizens. We need our funds back soon. We are hurting so bad!

Mobile deposit ($ 3,150.00) held for reason unknown, Deposited on Thursday, January 19, 2023. The funds still not in account Saturday January 21st. Made a call to customer service on January 20th and agent said “funds are under review and may not get paid from MAKER Bank. I called the MAKER bank and they see no problem with the funds and they successfully left (Huntington Bank) Manager said very common problem with TRUIST Bank. Please note, I have made several (eleven mobile deposits from this same Huntington institution and the same maker account including an identical mobile deposit only 24 hours previous January 17th)

NUMBER 2.

Deposited “Square” funds in the amount of $4,000 on Thursday January 19th. TRUIST system says the exact same verbiage in the system “Items may not get paid from MAKER Bank (American Express). This Truist Customer Service representative hung the phone up on me. (She was foreign and less than ledge-able)

Third phone call January 21st to Truist customer service was again unable to give a reason other than “funds from MAKER may not get paid.

3 calls over 2 days and Truist has my $7,100 leaving me unable to travel for business tomorrow to Savanah, GA.

TRUIST issues are a weekly battle and disrupt my time and work.

I transferred more than $100,000 dollars last Wednesday to this account. Monday you will see a withdraw of those funds never to return.

I have been with Truist Bank (formerly Suntrust) since 1989. I disputed a transaction and received confirmation letter 1/10/23 that they would perform a review. On 1/11/23 I received letter they had denied my claim for reimbursement without a dispute analyst gathering my documentation which included video. And how did they finalize investigation overnight? I actually cancelled the claim 1/11/23 because the contractor refunded me, but had I not I would've lost the money. I no longer trust this bank to protect my interests.

They could not cash a 66.00 dollar check from a customer that has been a customer since 1980 and before. I gave them my driver's license and they could not update my id because of a system issue. I have another bank actually interested in my business and I are really tired of Truist issues. Just not the same bank as BBT.

This happened at the Truist off of S Main St Kernersville about 3:30 1/18.

On 1/10/23 I contacted a Mr. John Netherton and asked for a return call leaving my name and a brief message regarding the nature of my call.

He did return my call the same day and knew immediately that my father was his client. I asked him about getting help with his last will and testament as my father was expressing a change in the way he wanted to be cared for after his death. Again, Mr. Netherton informed me that this was something that should take place with my fathers lawyer and not him, which was perfectly good advice. When I asked about my fathers power of attorney he said he did not know and that I would have to ask his lawyer. Incidentally, the secretary for Mr. Netherton had also called me back right after he did (as his voicemail asked that I do this) and I apologized that John had already called me back. She was very eager to help and so I asked about power of attorney again. She was extremely welcoming and professional and was very quickly able to tell me that I was not listed as power of attorney and we ended the call with my thanking her. Unfortunately, your Mr. Netherton felt it was his duty go call my brother, and tell him that I had a "crazy request". Now, this is my concern. In our conversation he made it clear to me that this was not in his jurisdiction and he advised me to call my fathers estate attorney. So, his contacting my brother to inform him of my request seems to be a contradiction to what he told me. That it was not his business. This resembles the behavior of an old washwoman more that a professional. It is a definite turn off to wanting to do any future business with your company.

Truist Bank Branch in Harrisburg, NC Exchanged $5000.00 USD (FIVE THOUSAND USD) for me on Dec. 29, 2022 for Mexican Pesos

I only received $87,450 MX pesos which with the current exchange rate is only equivalent to $4564.02 THEY TOOK OVER $400.00 USD from me. STOLE it.

Truist explained that is through a 3rd party exchange company, and there is nothing they can do.

order # [protected]

date: Dec. 29, 2022

Ref#: FXCT8502835

Status: Filled

Filled by: 02646 Salt lake MXN

Filled User: THOMPSONKS

Filled date: Dec,29, 2022 10:34:34 AM EST

On October 11, 2022 I wired $5,690.84 from my savings account ending 6704 from TRUIST Carrollwood Branch. The wire never reached its destination. Despite complaints with the CFBP TRUIST could not track the wire. I finally tracked the wire thanks to the recipient's bank and informed TRUIST of the whereabouts of the returned to the USA bank on December 29,2022. I cannot get any response from TRUIST on when the funds will be returned to my account. Their responses are very patronizing and I get the idea that they do not care about clients. Their client services department is a joke, as is the staff at their Carrollwood Branch.

This is in regards to accounts in the name of [edited] Family Trust, [edited] as TTEs.

In November 2022 I contacted my branch at Truist to inquire about a promotional rate for my MMA. I received an email telling me that the rate had been increased to 2.47% on my MMA as I had requested based on the promotion.

Last week I looked into my account to see if the rate had taken effect and I saw that my savings account had a much larger interest deposit than my MMA had. It was $12 vs $1. That had me curious as the savings account was not eligible for a higher rate at the time.

I called the branch and I was told that my MMA ending in [edited], which has been the same account for years, was my savings account and my savings account ending in [edited] was my MMA and that I was mistaken. Those two accounts have been my accounts for years and neither I nor my husband authorized a change to either of them with the exception of the adjustment to the interest rate on our MMA 0052. In short, I wasn't mistaken. The bank committed an illegal act by switching our accounts without written or verbal consent.

I called the branch and was told I was incorrect, again, and that they couldn't help me. I called your customer service department, was treated very nicely and given a case ID - [edited] - and that they were going to submit it to research for a resolution.

Five business days have gone by, I'm losing interest each day, and I called this morning to follow-up on the status. I was told that it's still in research.

I would like to know how Truist could allow an illegal change of accounts, remember that this was done without our consent at all, could not be corrected in an efficient manner quickly and to our satisfaction. This was a bank error and we are not satisfied with the cause of this nor it's lack of resolution.

Given the amount of time and stress this has caused we will be moving our accounts to another Bank, in which we already get a higher rate of return, by the end of this week if we don't see a correction to the banks error.

Based on our long-standing relationship with Truist I have hesitated doing this, but if this is not resolved appropriately in another day or two that is what I will have to do.

Sir

I just signed up for eHarmany for six months at 145.31 with my temporary debit card. ...I do not know why but I am unable to get on the site...I refuse to pay a service I cannot use...my permission to use my card to pay this bill has been revoked...Thank you.

I am also writing my local bank. I am beyond mad right now! When can I hear a resolution about this

Cheryl Battista

I can understand charging a fee if I request a check copy but I did not. There are two charges totaling $35.00 listed as "image research fees." I have called customer service regarding other issues and have never been able to speak to a human only automated. Every issue I have had with the bank since the merger (and there have been several) requires a visit to a branch. Needless to say it is an inconvenience. I suspect this problem will require another visit to the branch but from what I am reading it is quite possible nothing will be done.

I was charged 200$ by Truist bank on 12/16/2022. I called today on 12/17/2022 and they said it was due to a check being cashed twice. It makes no sense how a check could be cashed and deposited twice into a bank account. As a bank wouldn't they know if a check was cashed and deposited and make sure it wasn't cashed multiple times? I don't even have a check in my possession nor have I in the last year, my bank account statement is now -192$ because of this. It is right before Christmas and the third incident I have had with this bank in the last few months. The first time I had fraud on my account and was compensated but the bank over-compensated me apparently so months later they withdrew 90$ out of my bank account and yet again my question stays the same. If this is a professional bank wouldn't they know better than to cause these situations for people? So over the last few months, they as a bank have taken almost 300$ out of my account to compensate themselves for their own mistakes. I am so ready to not be a part of this bank anymore but they won't close my account until my account isn't in the negatives. I do not see in any case where I should be responsible for the balance on my account seeing these where there are mistakes as a bank. Thank you.

I booked a hotel for a week stay and used my truist debit card for a security deposit. The hotel accepted the debit card for the hold. A security deposit is a hold on the account, where it secures a payment for the hotel if any damages are to occur, It is not a payment. When I check my online statement this hold is in place. When the hotel does a release, this amount should credit back onto my account with in 5-7 business days. When I check my online statement a week later. This charge has disappeared from my statement and the amount of the hold is never credited to my account. When I call truist for a explanation, there answer is that this amount was released and already available. How is that possible when I still have the same balance and am aware of what my balance is before the release of the matter. I've had this same problem before. I decided to give it another chance to see if this was really happening that the bank is committing a fraud.