Truist Bank (formerly BB&T Bank)

On June 24, 2022 my online business account was compromised. I logged into my online business account and noticed a transfer of funds from my personal savings account to my business account. At the same time I saw an unauthorized wire transfer being made from my business account to in the amount of $14,500. I immediately called Truist to alert them to what was happening and that I did not approve/authorize this wire transfer. I was transferred to several different departments and finally transferred to a representative in the wire dept. only to be told that there was nothing he could do. He advised me to contact the fraud department the following morning. I did that and was given a case number (C-[protected]) and was told to file a report with my local police dept. and call them back with the case number (S2214294 Fayette Cty GA Sherrif Dept). Over several weeks I would call to get an update. On July 19,2022 I called to check the status and was told that I was in the wrong fraud dept. I should have been directed to the wire fraud dept. I wasted 3 weeks in the wrong dept. Everyone that I have spoken to in the wire fraud dept. said that the person who I initially spoke to should have just recalled the transaction. Now 5 months later I still have no resolution. The only communication received is if I call Truist to check the status of my case. At the end of the day my business is at risk and my personal finances have been disrupted because your associates failed to do their jobs. I have been a SunTrust customer for years. My situation could have been resolved if someone cared enough to do their job and recall an unauthorized transaction that I saw happening on my online account. I am frustrated and disappointed in the way that I have been treated with this bank, but more disappointed in the lack of knowledge your associates have on simple procedures. $14500 is a lot of money for a small business to lose.

Tried setting up a simple checking with this bank. They refused to allow me to set up the checking account on the grounds that one of my two photo ID's (they require two) didn't have an expiration date on it. My DC driver's license is usually all I need at most banks, that and my social security card.

It seemed a little bit discrimination, nevertheless it was very off putting. The lady seemed to be put off by the fact I was unemployed too. I go to school right now, but I still have money that I receive from grants and loans that I need a bank account for.

At any rate, I have never had a bank choose not to take my money, it was strange, and I felt like their reasoning behind not setting my bank account was more about my color and my employment status than my identification.

I am white in a predominately black/brown city, Washington DC.

TRUIST BANK, which "inherited" my checking account from BBT, has been violating clients' rights for a long time. This is not my first complaint, and they refused to negotiate with anyone to solve the past one. The issue now is that TRUIST BANK IS REFUSING TO RESPECT MY LEGAL RIGHT OF CLOSING MY ACCOUNT. They got in touch once, forced by the complaint I filed with BBB and CFPB (in the transition from BBT, they eliminated ALL METHODS of written communication, which I know to be illegal, since I have hyperacusis and do not use the phone – I am protected by the American Disabilities Act). They were disrespectful, borderline xenophobic and racist, and demanded “my full attention and compliance”. This is hard to believe - how can a bank be allowed to function here when it simply violates ALL their clients' rights? Therefore, my first question to you is whether you can make them follow the law and close my account. It’s a two-minute procedure: no automatic payments, no associated cards, and the minimum balance to keep the maintenance fee as they stall. My second question is what will happen if I just transfer all the funds, leaving it with $5 only. In one month, the account will be delinquent (maintenance fee). They will try to collect. Doesn't that configure EXTORTION? If so, how are things done in the US? In the other countries I lived in, that's when you file a report with the POLICE, because it is a crime. I know that this is not how it works here. It is also a misdemeanor to refuse to allow a client to close their account. I don't know what to do, and I got in touch with other customers. They report the same issues, and they are all trying to close their accounts.

yours,

Dr. Marilia Coutinho

I have been a customer of SunBank, then SunTrust and now Truist for over 45 years. Since the pandemic and now the merger of Suntrust with BB&T, it just seems the service has gotten worse, either people do not want to work or don't know how to do their jobs. I set up a trust account back on June 22, 2022 and everything was fine; received all my statements under the trust. Then on September 8, 2022 received a letter requesting more info on the trust within 45 days, so I went to the bank on 9/12,22 and provided the same info which was initially asked for. Then on October 24, 2022, I received a letter with check enclosed stating that they had not received the necessary info requested and that they were closing my account. I went back to the bank a week later only to be told that I needed to set up an appointment as they only had two people working that day. I gave them my name and number and waited for someone to call me. Three days later, they called and said I could come in on Monday at 2 pm. In the meantime, I went to another bank who have accommodated me quickly and efficiently. Also I am nearly 70 years old with adequate accounts, so feel that they should offer free checks, but do not. Something needs to change!

On October 11th 2022 I made a large deposit with a bank check from a business account at another bank I use,

The money was to pay suppliers on a 1.2-million-dollar construction project nearing completion.

The branch manager at your Doylestown Pa. emailed me in response to my asking if the funds could be made available a little sooner.

He checked with the area manager and told me she approved the funds and that I could wire the money to suppliers. I went to your Warminster, Pa. branch and when they went to wire the money my account had been blocked by your bank?

I asked my branch manager why and he had no answers. I called your customer service department and after 3 consecutive calls totaling 2 hours and 5 minutes on hold finally someone answers and also could not tell me why my account was blocked. So frustrated, I left messages for your Ceo.

Bill Rogers has never returned my calls.

How does this align with your Taking care to make things better mission statement?

It has now been approximately 36 days and not one response from anyone at Truist bank explaining why you blocked my account. The Federal Reserve who told me 5-11 days holding funds is considered reasonable but beyond that it is completely unreasonable to block my account for 36 days without any explanation in writing.

Since your bank has refused to respond to me, I filed a complaint with your regulator, The North Carolina Banking commission.

They responded quickly confirming they will investigate your handling of my account.

My lawyer will have legal papers served on your bank shortly.

I have contacted the Charlotte Observers reporters to investigate this.

I have emailed Fox News and filed a complaint with the North Carolina area agency on aging. I am over 60 and there are state and federal laws that protect me from financial abuse such as yours.

I have requested the News and Observer newspaper based in North Carolina to investigate Truist. The next 3 largest newspapers in North Carolina are being contacted today as well as The Wall Street Journal.

I filed a complaint with the Better Business bureau and saw that in the last 3 years, over 3700 complaints have been filed against Truist bank.

Apparently, thousands of Truist customers were not treated with the care you say you have for your customers.

As a result of your outrageous delay of my funds, my partner has incurred additional cost of living out of state waiting to complete the project. This delay has also delayed the profit on this job. Those costs will be part of the lawsuit to be compensated for those extra costs.

Until a Truist bank check is in my hand, I will continue to file claims and reports everywhere. I am asking my federal congress person and both federal senators to investigate your unethical banking practices. Additionally, I am writing to both the congressional and Senate banking committees to investigate your bank.

I am sharing my horrible experience with everyone I know and do business with to never trust Truist bank.

A promise to hand me a bank check will not be trusted or believed obviously.

Jonathan Greenwood

[protected]

[protected]@yahoo.com

I had an personal and business account with SunTrust before the merge with BB&T Bank then became Truist. My business account was getting charged $12 service for 7 months for no reason. Had to go into the branch location 2208 E Fowler Ave Tampa, Fl three different occasion to get this issue resolved. I asked for my business account to be close because I was tired of all these hidden fees. Was told the close would be closed till I found out the account was still open after I request it to be closed. They transferred my money to my personal account meanwhile the business was getting charged again then overdraft. Progress Anitche bank teller was horrible telling me to shut up, I was going to close my personal too. Branch Manger had to get involved literally Progress was arguing with me. Branch Manger Ralph solved my problem, but I'm highly disappointed in Truist.

Back in 2019 I had a personal load with, then BB&T. It was for $15000/$16000. In November of 2019, I called BB&T and ask them for the payoff or the amount due to close the account. I paid $14897. So, fast forward to September of 2022, I received a call from the collections department at Truist stating I was due to make a payment of $388 on a personal loan. I stated to them that I didn't currently have a loan and that any loan form the past was paid off in 2019. Well, as of 11/8/2022, Truist has went into my saving account and took $423.14 stating it was for payment of a personal loan. I NEVER AUTHORIED A PAYMENT TO BE TAKEN FROM ANY OF MY ACCOUNTS! plus the account has been closed since 2019. Now I can't get anyone to take care of this issue and at least look into my issue. I have asked several times I've talked to someone in the loan department and/or the collections department to look into my issues and all I get is it shows a personal loan and that the $14897 paid back in 2019 was just payment.

Truist has charged me excessive overdraft fees. Instead of declining the purchase or notifying me that my account was overdrawn, I was charged 11 overdraft fees in 3 days, 6 on one day. When I asked if the fees could be diminished or waived I was refused.

I have a business checking account so I cannot opt out of overdraft fees. I paid $396 in overdraft fees this month.

Once before, when my account was overdrawn I was charged $36 overdraft fees for multiple purchases of .35. Each .35 purchase was charged a $36 overdraft fee.

Opened new acct 11/1/22 at branch called for assistance with mobile app 11/2/22 was told acct placed on hold for possible fraudulent ck deposited transferred to fraud department was told to wait for ck to post to make a claim so I would not be held responsible was told to call back 11/ 7/22 made claim sent back to fraud department said hold would remain until check was returned called back on 11/8/22 check on progress was told takes 7 to 10 business days called back 11/9/22 was told account was closed by analyst I have never spoken to. I had not even set this account up done anything when I asked if I could speak to someone was told NO I did not have a chioce I asked about my money that I deposited to open a checking and savings was told they would have to put in request for it would take 24 to 48 hours. Is this how you treat customers? Obviously a mistake was made somewhere now I do not know what to do?

Jeanne Taylor

In August 2022 someone withdrew $1,100 from from my account.

After numerous phone calls sometimes daily and 5 visits to my local branch and many times getting notices of my account being overdrawn today November 8, 2022 I was told that have 2 active checking accounts. The old checking account and debit card were closed but the old checking account was reactivated. The new debit card was attached to the new checking account however all new deposits were made to the old checking account. This was completely unbelivabile. Today I got a notice that my mortgage payment had been declined. This was the last straw. I spent over an hour with a bank rep she finally transferred me to a mortgage rep she then to a fraud rep and she transferred all my funds to the new account. After being a Sun Trust now Truist customer since 1985 I think I deserve better.

When making transfers between my accounts and when sending to another Truist customer via Zelle, I fill out the memo field with the reason for the transfers. The problem is there is nowhere on either the Mobile App nor on the full website to view these memos. I've clicked on the View Details on both Pending and Posted transactions and the memo is not there. I have Googled this issue and many other customers are complaining about this issue as well.

I am a Representative Payee and the memos are important due to reporting requirements to the government. Please fix this ASAP.

Business has not worked effortlessly as they so mentioned that they would to resolve my complaint/refund. On 10/05/2022 I received a letter from Truist that car loan account was paid in full. This was almost a month after Truist had received the pay-off. MPP (GAP) mailed a check# 266121 that was signed on 09/29/2022 in the amount of 546.00. Texas is required to send refund for GAP to original lender and from there this would be applied to customer account. Since my account was already paid off I do not have an account to apply this refund to. I was told by a Truist agent that once check is processed that Truist would send me a check for the amount of 546.00. I have not received this check and cannot get a representative at your Company to assist me with this. It is at the point that I filed a complaint with the Better Business Bureau. I received an email from Truist- Client Resolution Confirmation and the letter stated that I can contact the individual that sent the email at any time for questions or updates. I have sent three different emails and have had no response. I have contacted the dealership where I purchased the car and they have been unable to get through to anyone that can help. The dealership is where I got set up with Truist as my lender and they have not been able to get in contact with anyone that can resolve this issue. I would like to have someone from Truist contact me, [protected] immediately on this matter.

Jennifer W.

A 7 - 10 day hold has been placed on every check I have deposited into my business account for the last three months. The reason given is "suspected fraudulent or uncollectable". These checks come from established large institutions, typically school systems, and the hold is placed on every single check I deposit. I have banked with this bank and its predecessor Suntrust for decades and have never deposited an uncollectable check. Customer support tells me that they place the hold after receiving information from the issuing bank that there may be a problem, but this excuse is not credible since every check is placed on hold. It is my understanding that legally banks have to have specific reasons for placing checks on hold, but clearly in my case they are just making up a reason, and this is illegal.

Been a customer of BB&T for 20 years. Noticed a fraudulent charge on my credit card that came through as a cash advance. The vendor noticed it was fraudulent and refunded me the money immediately. Unfortunately, it took 2 hours and 8 people (2 of which just hung up on me) to get the cash advance fee back and interest refunded. Each department told me I needed to talk to the department I just talked to and they kept transferring me back and forth. When I told one guy I just talked to that department he just simply hung up on me.

On November 2 I noticed fraudulent activity on one of my accounts after a very long wait I was transferred to the fraud department. I went over the transactions that were fraudulent and actually some were still from July and august where I had already filed a claim and they never fixed the problem. THE BIG PROBLEM today the representative closed another account I never mentioned and I have a lot of pending bills like my rent, daughter’s school tuition, car payment etc.. this incompetent representative closed the wrong account and they refused to fix it over the phone . I work all day and not able to go in person to the branch . I hate this bank

I had went to the Truist bank in Mount Gilead to be added on my Dad's account. He came with me. I brought my mother's death certificate. This was September of 2021. The manager lied and kept giving me the run around for 8 months. Saying because of covid I couldn't be added all the employees working from home.

In March of 2022 she automatically added my brother and said my dad never was with me. She lied. Just like I know my other brother knows her and talked her into doing this. I'm very angry because I am my dad's caregiver. She lied. She certainly was not truthful and I would like this taken care of accordingly.

Thank you,

Lisa Sneed

Today, October 20, my husband and I had an appointment for a notary public to sign some papers for us at 9283 Chamberlayne Road, Mechanicsville VA. We have been belonged to BBT since 1996. All of our investments, etc are with this bank. Our usual branch at King's Charter has been closed.

We had an appointment at 3:30 for the notary to meet with us. We waited in the lobby after the clerk told us to sit in the lobby. He was meeting with someone else...he walked to the teller window and talked/waited for a good15 minutes. He did not even acknowledge us at all. No one did. When he went back to his office and met with his customer (we could see him through the windows),my husband went to the teller and asked how long it would be. She told us to wait... we talked and decided to leave soon. Then, miraculously, the other teller at the window said that she could notarize our documents. Why? Did she hear us talking? Why didn't she call us sooner? No apology or anything.

We left feeling pretty awful. Why were they so rude to us?

We do a lot of business with the Ashbridges and Tanya Battle.

We have never filed a complaint before. But we are still so very angry about our treatment.

Rob Keever and Claudia Chaten

Freedom Mortgage transferred my loan to Truist Bank. I followed the instructions on creating a new login at Truist Bank but their website will not let me create an account. After I create my login, it says "we are unable to create your login at this time. Please try again later." I have been trying to do this for over 2 weeks now. Very dissatisfied with this bank. My mortgage payment is due and I am unable to get into my account.

10/20/2022 @1:47 PM I called Truist because after trying 3 different web browsers I was unable to access my account after entering the received access codes they sent. The first 2 tries the code was sent via text and the last attempt the code was sent to my email address. Each time it failed and said the service was unavailable and suggested calling with a phone # provided on the screen. I do not want to have to call to access my account. Every time I have had to call it's a nightmare trying to get through and trying to get a hold of a customer service representative who has good customer service skills. When calling I had entered my full SS #, my pIn #, my full account # and the male Truist representative who answered my call was very difficult to understand due to his thick ascent. This man requested my personal password to my banking account. I immediately asked to speak to a manager. He placed me on hold and instead he connected me back to the main phone menu. The second time I had to reenter all of the same information. From there I had to tell a female representative what happened and how I wished to speak to a manager. I said this 3 xs and she continued to ignore my request. At that point, I lost all patience and told her how I felt. In a not so nice fashion, I told her how I would be leaving Truist bank because of all of these types of consist events.

Deposited my payroll check on Oct.14 into my checking account. Deposit was placed on hold, this has never happened before that I’m aware of. Due to the hold I couldn’t make a payment to my Truist Credit card account. Also have auto payments set to come out soon, which will cause overdrafts.

I’ve been with BB&T / Truist since fall of 1997. I worked the same place for 13yrs and never had a hold placed on my paycheck. Talked with a rep by phone who said funds won’t be available until the 25th. He basically said there is nothing he can do and suggested getting employer to do direct deposit to avoid this in the future. Unfortunately employer doesn’t offer direct deposit. He did say I could request to be reimbursed for overdraft fees, he didn’t say weather or not they would reimburse them or not. I hope this isn’t going to be the new normal.