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

Today March 23 at 9 am I got an email to activate my new debit card. I went to the website and filled out the form several times, and it kept failing, asking me to dial the number on the sticker on the card. I called that number and waited 42 minutes for India a person who asked me several questions including the zip code on the account. She told me the zip code I gave her was incorrect. I logged into my account and read her the zip code out of my profile (it was the same ) very slowly and clearly and slowly she insisted that was not correct. She advised me to call yet another number, which I held for indefinitely. I gave up and decided to try again tomorrow.

Had a time sensitive issue. Called customer service several times over several days. Each time I was informed that the expected wait time was in excess of one hour. I didn't have the luxury of staying on hold for over an hour. Finally went to a branch (formerly a Sun Trust branch). Bank officer I spoke to was uncaring to the point of rudeness. She informed me that she had to wait on hold as well, shrugged her shoulders and told me that this is the level of service I should expect.

this is insane release the check you have stolen. feel free to contact me at [protected]@hotmail.com

[protected]

like I said in Dec my son took his check to the bank to deposit . after the deposit was made you decided to steal it from him . The manger named Thomas tried to help but said it was out of his hands since it went to the fraud dept. after talking with them in the fraud dept. which is absolutely no help what so ever. now i receive letters stating that no contact has been made. I've emailed with Eric Frueh. he then passed me on cause he is to busy. Jennie Richard hasn't even tried to contact me sop she was no help. Enough send the check back

I have been with your bank for years so my fiancee opened a new account over 3 weeks ago and has been given the run around trying to get to his money. It shouldn't matter if new account. First you released $100 then took it away which made his account over drawn. Then was told it will be release on the 14th of March which he has a receipt. Was told to go to the branch then they said call the 800 number which took hours and was told the Hub has to unlock it and representative never called back. Then was told it will be released today on the 22nd of March. Now being told tomorrow the 23rd of March. This is totally wrong that you are holding money this long and you are looking at a lawsuit. I have had numerous issues myself with your company throughout the years and now I am closing all 4 of my accounts to go somewhere else. No one there cares or will take responsibility for the issue. So many hours wasted on this and I don't want to do business with your company anymore.

Before when it was SunTrust I would get an email update of my balance every morning and it was very helpful. Ever since they switched over now my daily balance is always inaccurate and from days ago..what is the point of a daily update if it's not actually right? Truist is awful and I'm switching to Bank of America soon

I'm reading all these complaints and now I'm furious I am closing my account and I will not stop sharing my story until I get every dime these scum as stole from me

I went thru the commercial drive thru with change some rolled and some not. I waited 30 minutes in line before getting up to the window. Upon getting to the window I informed Jonathan the teller I had change I wanted to deposit into my account. He told me I had to wait that there was a customer in front of me. 15 minutes later Julie came to the window and stated they didn’t have time to count it and they could only deposit what was rolled. Jonathan told me they didn’t have change counters nor a scale to weigh it. I even provided a list of what increments for what coins. So at this point it was 45 minutes that had passed and I was still waiting to have my deposit done. I was then told I couldn’t have my deposit done and so I had no choice but to come in the building they provided me with rollers and proceeded to stand there with there arms folded and not help me as I had to roll all the coins. It was very unprofessional of them when there was 4 workers in the bank with no one to help and they stood there. I finished rolling the coins and my money was $10 short. They Then informed me that they did a partial deposit into the system and that they changed it into cash for the $10 dollars in coins they already counted . The coins I had that were rolled when coming to the bank was quarters and Pennie’s what was loose was Kennedy half dollars. If Jonathan isn’t capable of counting loose change in a timely manner he shouldn’t be working drive thru. I’m a handicapped women and they didn’t offer to help at all which is the whole reason I went thru the drive thru so I wouldn’t have to carry it all into the bank. Not once did they apologize terrible customer service by Jonathan cino and (teller) and Julie English (Branch coordinator). I was spoken to and treated with such disrespect I am going to be closing my accounts with this bank. I never had an issue before or was ever belittled before when the bank was called suntrust

On March 10th, I sent $150 to myself at another bank. It showed on my Truist online account that the money was withdrawn, however, I never received it.

On March 21st, after waiting 45 minutes on hold, I got someone who was unwilling to help find out where the money went even though I have the transaction ID, an email indicating it was sent and shows the money in red as a withdrawal.

I reached out to the other bank (Regions) and they have no indication that any funds were received. The Truist customer service person also told me that Zelle does not have a phone number and that I have to google it myself.

She would not reverse the transaction because "it was accepted". My question is by whom? Doesn't the bank care that a fraudulent thing has happened? I have a real problem with this issue, as I don't have an extra $150 lying around to make another transaction.

Unless I get a resolution to this issue, I will never use Zelle again as it is unreliable and obviously a scam. I will make sure that no one I know uses it either.

Truist (formerly Suntrust) shows signs of being as bad a bank as Suntrust was.

I have also filed a complaint with Zelle directly.

I am on vacation for three weeks in Mexico City. I notified the bank that was doing so. Yet, they interrupted and canceled my ability to do transaction twice on a Friday when they are closed. On live persons to talk to and I had to wait until Monday to resolve my issues. They held my funds hostage while I’m without monies. I’m not happy and will be changing who I bank with! Terrible!

Immediately after sending a Zelle payment and getting an email alert that my payment was being reviewed I called for several days and waited to be helped on the line up to 3 hours. Since the merger took place the weekend of Feb 18 wait time has been over 2 hours. I went to the local office and I was told they could not help me since they did not have a different number to give me than the one I had and that I had to wait for the payment to not be peding anymore. I finally got through 14 days later and I made a claim online. I received a notice that there was no bank error and that they would not return my $600. I called again and I was told that when they tried to get the funds back there were no funds to get back. It is totally their fault becasue they do not take care of their customers on a timely manner.

We pay EXTRA with our Merchant Provider to receive funds the next day. We have noticed that whenever we have a VERY LARGE DEPOSIT $8000 and up is usually the targeted amount, we sometimes do not receive our funds till 11am or later. When the amounts are small they are in the amount at 6am. What's going on. ARE YOU PUTTING OUR MONEY IN A SWEEP ACCOUNT AND EARNING INTEREST WITHOUT OUR PERMISSION. And, NO IT IS NOT THE MERCHANT PROVIDER. Fridays was released at Midnight Friday Night and we still don't have the money. Saturday also released Saturday Night at Midnight and we still do not have the money. SCAM! We need our money when it released. Not after TRUIST has earned a ton of interest.

I have been using the Suntrust mobile bank app on my iphone. Now it doesn't work, and when I tried to download the Truist app, it says I have to upgrade to OS 13 on my iphone. Since my iphone 6 will not upgrade to OS13, what you are essentially saying is I can't use mobile banking without spending $1000 on a new iphone. Since my iphone works perfectly otherwise, I will probably move my accounts to a different bank. I don't know if Apple is paying you to require everyone to get rid of their excellent iphone 6s, but your policy is working against you. You should have an app for whatever OS the user needs. Period. Otherwise you are participating in the false economy of making people buy products they don't need to use your service.

My card didn't work on Friday morning, so on my lunchbreak at work, I went to the closest truist branch. I told the teller, who apparently was a manager of some sort about my problem. At least 3 times, he told me that my card was good and that it would work. On Saturday, I tried to use my debit card and, of course, it didn't work. That makes the teller a triple liar and a thief. He lief boldfaced to me and said my card was good, over and over. He also stole my vacation time that I used to go and talk to him, during work hours. He also stole from me the vacation hours I am going to use on Monday, when I go back there and force him to own up to his lie. Hopefully, he is ready to defend his lies with his hands, as I am going to call him out to make it right. I don't tolerate being lied to. Especially, by those who hold my money. Truist needs to give me all my funds and pay restitution for my vacation time lost and for my pain and suffering. I have thought of nothing else all weekend and my blood pressure is through the roof. I have tried to call truist and work it out, but conveniently their automated system keeps 'bankers hours', just like they do

I originally posted these complaints on the ComplaintsBoard.com website on March 9, 2022. Now I find that I have to register my complaint directly to Truist. So, now I'm even more annoyed! So, here it goes.

When using on-line bill pay, you select who you want to pay and the amount you want to pay. Then you click on "send money" and get a screen that says "Bill Pay / Payment Confirmation" listing the bills you paid, the amount you paid and the date your payment will be made. At the bottom there is a button that says "print". When I clicked print all that showed was "Bill Pay / Payment Confirmation" on the top of the page! No list of payments, no amount I paid and no date the bill will be paid. Nothing but the "Bill Pay / Payment Confirmation" at the top of the page and then a BLANK SHEET OF PAPER! And, yes, I know I'm shouting because this has happened to me again since my first posting!

Actually, this pales in comparison to the ridiculous and most confusing layout of a website I have ever seen! I don't know designed this atrocious mess, but whoever is responsible should be fired. The Suntrust website was clean and simple to understand, and easy to get to get to where you wanted to go. When you log into Truist you are confronted with a mass of boxes and so many choices that it boggles the mind.

Enough said, I hope these matters get resolved.

Thank you for your time and interest in resolving customer complaints.

I found out today But my SunTrust bank account was compromised when it switched over to Truist. I spent all Saturday and had to call six times where I was hung up on or transferred to various departments where I had to wait 50 to 2 hours each time to get ANY help. As I write this I finally got complaints to open a case and find out the damages caused. Then was told they couldn’t shut or stop further access to my account as they were closing. So again tried another area where I waited 2hrs before I lost connection again. I have yet to have the digital service folks locked down my account after I spoke to the claims department. apparently the two departments do not communicate with each other. So as I wait to be handed off to another department my compromise continues to be at risk for over the weekend!

I am absolutely disgusted and stunned by this business process. It’s obvious TRUIST is not taking cyber security seriously and incapable of meeting its customers needs.

During the weekend Truist merger with Sun Trust I lost access to my former Sun Trust account. I visited a local branch and called daily to try to resolve this. After 2 weeks access was finally restored. However, there are 5 transactions missing from my ledger. Oddly the balance is correct and the last recorded and the next one recorded show a jump in the balance to reflect these 5 missing transactions. I continue to call customer support ever few days and after waiting for over 1 hour each time Truist cannot give me any information on when this will be resolved.

I have been a customer of Suntrust for many years and I never had a problem with them, in fact they were always more than helpful. Since Truist took over i have encountered some issues but the worst part is that you call customer service and they put you on hold for over an hour! If you have low personnel then hire more people! I have been on hold now for 30 minutes! Unacceptable!

I have been a Suntrust customer for 30 years. Took Truist less than 30 days to have me visting another bank to setup a new account.

I keep $200-400k in my personal checking, and now they will not let me get out more than $500 and set my daily spend limit to $3k. I have had $50 transaction denied due to insufficent funds (actullay hit the unkown limit)- purchase made earlier in day for $3k.

Tried calling 3-4 times and wait times were expected to be 50-60 min. Really? No worries... dumping this toilet bowl.

Since transitioning from a suntrust card to a truist card, my debit card is always rejected in online transactions. The info is correct- but it just will not go through.

I called truist and customer service told me I have to call the business every time I make a purchase using my debit card. The business told me this is a truist issue.

On 1/1/22, I called Suntrust Bank and got a payoff on a mutual customer's auto loan. I added 10 days interest and mailed the check. Your bank received the check on 2/2/22 which is 4 days past the 10 day payoff amount. The daily accrual was $4.59 so the way I figure it we should owe $18.36. I also enclosed a self addressed stamped envelop and a letter asking you to call me if there were any problems. We started trying to call your bank about a month after we sent the payoff but as I am sure you know, it is next to impossible to reach someone on the phone at your bank. Finally on 3/4/22, my assistant talked to someone who told her that the payoff was now $480.57. After 2 hours on the phone, I was told that the increased payoff was due to a Gap insurance policy that was not considered when the original payoff was given. I feel that this mistake is on your end and our customer nor our bank should have to pay for your mistake. Please have someone call me that has the authority to resolve this situation and I will provide the account information to them.

John Guest

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