Truist Franklin Pike, Nashville

Stopped processing autopay - Metro Water bill without notice. Water was shut off as a consequence. Online account shows that autopay is ON eventhough no payments are being made. I have called multiple times this week requesting a call back. I called corporate office only to be put on hold with expected wait time fo 42 - 50 minutes. I stopped by a branch to talk with a banker only to be put in a waiting line of 4 people with new people showing up to jump the line because of a pre-scheduled appointment. I requested an appointment before leaving and never received confirmation. This is an absolute dumpster fire of an organization that has bought out Suntrust. I am transferring 100% of personal assets to Pinnacle bank this afternoon

I share the general sentiment that the merger has been rough for prior SunTrust customers. Mergers are rough. I've experienced several inconveniences/issues during the transition and have had negative experiences with Truist online support. However, I recently went into this brick-and-mortar Truist branch to iron out some of my account/card issues and cash some money. Employees here fielded my several questions and resolved all of my lingering bank issues, organizing overnight shipping for a severely delayed credit card replacement. Taking a trip to the branch and interacting face-to-face was well worth it.

Ever since the merger to form Truist, everything about this bank as been horrible. The debit card has refused to work, it’s a guessing game to see if the atms are accepting money, it has become impossible to send money through Zelle, and customer service is non existent. I have spent over an hour on hold and never got to talk to anyone. If you go on their Facebook or Reddit pages, the story is the exact same. The longest I’ve seen was someone on hold 4.5 hours. Do yourself a favor and change banks. I would give this place 0 stars but since that’s not possible, I’ll settle for 1. Without a doubt, this has been the worst banking experience of my entire life.