Truist Bank (formerly BB&T Bank) – Page 32

We decided to pay off the loan on our car, which was $5,668.93. I went online at Truist Bank and entered the amount old into the system. I received a notice back advising I could only make a payment up to 5, 000.00 online. I decided to log out and sign back. I made a payment of 5,000.00 and received a confirmation number. I made another payment of $668.93 and received another confirmation number. "Remember" they advised that I could not make a payment over 5,000.00 online. To make a long story short, Truist Bank withdrew the 5,668.93, the 5,000.00 and the 668.93 from my bank account which sent our account into (Charging us Overdraft Protection Deposit of $900.00). Of course, we had to go into our savings to put money up so the bills I had sent to wouldn't bounce. Believe it or not, I have called Truist Bank over a dozen times and talked to a dozen people and they are still telling me it will take 7 to 10 days to refund our money. It only took them 10 to 15 mins to remove our money, but 7 to 10 day to return. I am also changing banks once this mess is taken care of. I went to my bank the day before they took the money out and they refused to put a stop payment on my money.

I set up Zelle on my account recently. I attempted to send monies to my added recipient on [protected] and [protected] without success. It gave me the errors of "failed". I went to a local branch of BB&T and was given an "800" number for assistance. I called the number, held for over 10 minutes, and after a person answered, I was supposed to be transferred to someone that could assist me. This did not happen. I was transferred back to the original options, held another 15 minutes. A person finally answered and attempted to assist but was unable to give me a resolution. I was then transferred to the fraud department where no one ever answered my call. I was on the telephone for over 1 hour without any resolution to my issues. This is poor customer service.

Donna Fredette [protected], email [protected]@yahoo.com

Today, 11/30/21 I have tried to resolve a credit card issue which the bank is at fault for. I am on my 3rd phone call and so far no one has picked up. I called earlier and was on hold for 2.5 hours and then the rep had me on hold for another 15+ minutes and then hung up on me. I am back on the phone and have been on hold for over an hour.
This is lousy customer service.

Absolute garbage, it takes 9 attempts of just saying representative to get it to then ask if you are a customer, and then 3 more steps for it to finally push through, when finally through the representatives don't even know how to expedite the process. I want to talk to someone when I call, I'll wait. I'm not a boomer who can't figure out how the online banking works, I'm calling for information that I can't readily get on my account. Add in a "talk to a representative" to your FIRST menu after entering SS#

As I type, I have been oh hold for 2 hours and 32min. I have been bounced all around . I called because my account was overdrawn fir 5, 000 for a payment I didn't authorize for my credit card . The credit card company said they did not authorize it and possibly check with sun trust / truist. Two days ago, because suntrust officially changed to trust I gad to change my name to log in. This is very scary that something this important has me on hold for mire than an hour and a half . I am a single mom, who owns her own business. Waiting on hold has been my job without pay today . Once this is straight . I will be jumping ship.

Why is there no call back function, when call back time exceeds 30 minutes? After 20 years with Suntrust, I will have to take all my personal banking accounts and funds to an online only bank.

11/27/21 - I am unable to use my mobile app, login into my online banking account now access my account thru the ATM. When I log in online, I get automatically signed out and when I try to use the mobile baking app I receive a service unavailable message. When I go to the ATM, I automatically get signed out and unable to complete any transactions.

The BB&T app was simple to transfer money between my BB&T accounts but its impossible to do this using my phone on the new app. I enter the money amount but it doesn't show how to continue with the transfer no matter what button I push. The only way to do transfers is thru a computer and not the phone. The app is also much slower to load than the BB &T app was. HATE it!

I hate mergers. I've been through them before as a customer and as an employee. It sucks for both. That, being said, there is no excuse for horrible problems with trying to sign into my online account. From problems with changing my password, where the stupid computer puts in a 346 character password, I counted it while I was on hold, change the password and still get that 346 characters. IT dept sucks. They should have been testing this stuff before they put it online. Customer service is a joke. No one there knows anything and they get pissed at you for having a problem they can't fix. I'm about ready to move all my money to Navy Federal, which is a shame because I liked BBT and I like my local branch.

Called customer service number, after numerous prompts told wait time was greater than 25 minutes. Tried online chat, filled in numerous requests for information, and then never connected to a person. Terrible that such a large corporation has no one available to answer questions. I was calling to inquire about a home equity line of credit requirements. Well, since they are reticent about having associates answer phones or communicate online I will take my business elsewhere. I have an 816 FICO score so I am not an undesirable customer. Very disappointed having been a customer for many a year.

My password was changed without my knowledge. I've made several attempts to change it online and keep receiving this message - "Security verification is currently unavailable. Please call Truist online support for assistance."

Calling the number they provide (888-228-6654) takes me to what sounds like a scam for people over the age of 50. When I didn't make an attempt to respond (thinking I would be presented with more menu options) the line was disconnected.

I've also made several attempts to call the number listed on Truist's 'Contact Us' page. After providing my information, I was told I would receive a text message with a temporary password. I have yet to receive a text message.

I am seriously considering leaving this bank as I have experienced issues since the BBT tranisition. Help with this issue would be greatly appreciated.

COMPLAINT AGAINST BB+T KNOWN AS TRUISTS BANK
the same situation occurred about 1 1/2 years maybe 2 / truist's keeps calling for my son / who has not resided here for over ten years / already complained once + my son went to his branch and supposedly had my home phone # removed / so now truists starts again11-1-21 thru 11-19-21 with their harassment over the phone looking for my son / over 10 to 15 messages over a 2 week period / remove my number ASAP [protected] JOSEPH LORENZO SR / IF I DON'T RECIEVE CONFIRMATION OF THIS COMPLAINT WITHIN 2 WEEKS I AM GOING TO FILE A COMPLAINT WITH THE TREASURY DEPT/ FEDERAL TELECUMMUNICATIONS BUREAU / AND MY LAWYER OR WHATEVER BRANCHES OF THE U.S. GOVERMENT HANDLE'S THIS ISSUE / YOU WOULD THINK SINCE MY SON OLMAN GUDIEL GUZMAN HAS BEEN WITH BB+T / TRUISTS FOR 8 TO 10 YEARS YOU WOULD HAVE HIS CELL PHONE NUMBER AND YOU WOULD CALL HIM DIRECTLY [protected] IS HIS # / LEAVE ME ALONE I DO NOT NEED YOUR HARASSMENT / I LKE TO BE REIMBURSED FOR THE TIME I HAVE SPENT FIELDING YOUR CALLS AND SENDING THIS COMPLAINT / 3 HOURS AT $80.00 PER HOUR =$ $240.00 SEND CHECK TO JOSEPH V. LORENZO SR 2301 MARTINSBURG RD BERKELEY SPRINGS W.V.25411

I filed a compliant 9/26/2021 and Truist responded with an email on 10/12/2021 from "CEO Line". They said that they would provide an update within 15 days. I am still waiting for an update! They also provided a contact at [protected] if I had questions or concerns. Well their website can still not show ant statements for my checking account which makes me driving to the bank EVERY month to get a statement. They have to print one to give me! I called the provided phone numbers many times - NO answer so I left a message with my name and phone #, NO call back!

I have been involved with BB&T since about 2008. From day 1 I experienced ongoing issues with money being withdrawn from my account without my authorization. At first, I presumed it was caused by my calculation error, and I removed my overdraft protection. I also started monitoring my account several times a day to closely assess my financial status for money being removed from my account; but the excessive fees (money) kept being removed from my account. I then cancelled my account with BB&T and started using SunTrust bank around 2019 for all my deposits and checking needs. I did not have any excessive fee issues being removed from my account with SunTrust until SunTrust started merging with BB&T; then the excessive fees and financial balance issues started reoccurring. My most recent excessive financial / fee issue occurred when I cancelled my overdraft protection with Truest / SunTrust, but Truest did not honor my stop date and my overdraft fees kept being removed from my bank account. I have communicated my concerns with a Truest representative, and I was told the representative will return my call with any answers. As of now, 100% of my wife's deposit was used to pay all overdraft fees, with an additional amount of money to be deducted from my retirement for more overdraft fees, on November 17, 21.

I fell victim if a fraud action on my personal checking account. I have take the necessary steps, in accordance with recommendations of your agents. including having documents notarized and returned. The fraud scam I got caught up in was partially my fault. My trust in human nature has been seriously comprised. I provided my banking information, to the 3rd party scammer, who claimed to be from a legitimate company. the funds deposited in my account were in a pending state, thus accessible. I purchased git cards as instructed and texted pictures of cards and receipts. I emphasize the funds were 'pending' when the gift card transaction were initiated. the loan was never funded. My direct deposit hit and Truist subsequently, collected the over drafted funds, amounting to over $2000. leaving me with the inability to pay rent or other bills. The account was closed by Truist.

This is the complete WORST transition process EVER! from the mobile app, to finding an actual branch to walk into ! How are we supposed to get any help when all the branches are either closed now or don't offer the service we are requesting ! Someone i know walked into a Suntrust bank to get a temp card & was told that only BBT does that but BBTs are closing all around us! So what is really going on?! Why is this transition so crappy!?

I just started a checking account and a savings account with Truist bank. Unfortunately I am unable to log in. When I put in my password, It changes to about twenty or more dots in the password box. Please correct this problem. I am a new member and I just changed banks. I do not want to have to change banks again. Thank you Michael Stabile

It's sad, how difficult Trust is making a simple form request be.

Called on the 11/9 at 16:00 and was told that I had to fax a formal request, and in that request I could specify it to be emailed to me (like every other form of commination in 2021) since individuals typically don't own a fax machine at their home. Request sent after hours, confirmation received.

Called on the 11/10 at approx 10:00am. Was told that the process doesn't start until 14:00 and I should call back at that time. Called back at 14:30 and was on hold for 30+ minutes. Decided to call tomorrow.

On the phone 11/11 at 10:45 was on hold for 35 minutes. Told that the office that does the loans is closed for the holiday. This is 2021 and Truist is a worth $199 billion dollars doesn't keep one person in office to process forms?

Every customer support person I dealt with wanted to pass the responsibility to someone else. There were no reference numbers, notes on my phone calls. I had to update everyone I talked to from square one.

Because of this companies incompetence, I was unable to buy a car on time.

Will be closing my accounts and never be using SunTrust Banks, BB&T, or any affiliated association ever again.

I received a letter asking me to call the fraud department or they will close my credit card account. I have called several times now, l end up hanging up because l am on hold for ridiculous amount of time, the least time l have waited is 41 mins. This is totally unacceptable! I do not have time for this. This is a horrible Bank. Never had this problem with BB&T