Truist Headquarters N Tryon St, Charlotte

I happily banked with BB&T for at least 10 years. After the merge with Truist my debit card started randomly declining at certain point of sale transactions. The tap to pay would work, but chip and swipe would not. I called the customer service line twice and got recordings saying that my wait would be at least 60 minutes. I hung up and called a local branch for assistance. The branch employee told me that when they call customer service they get the same automated message and their wait times are similar. The next day I visited a branch in person to get answers...they could not figure out why my card was not working properly. That very day I decided to withdraw both checking and savings balances and move to accounts I hold elsewhere & the teller was looking so dazed & confused. I refuse to be apprehensive every time I make a purchase, wondering whether or not my card will work and then when I have a problem have to track down assistance that ends up being of no assistance. The teller offered to order a new card...in the meantime, my funds will be with a bank that is responsive and accessible. Truist has really bumbled this merger. I see that I am one of many having similar issues, so I wonder why the branch employees seemed so surprised by my situation.

I had an auto loan with Sun Trust and had NO problems until they merged with Truist. I logged onto my online account with Truist and states now I do not have any payment due until May (3 months away) which is absurd since you have a loan payment every month! I have been on hold for over an hour and half and no one has a clue what to tell me or do! I would highly recommend using another financial institution!

Had Suntrust for 17 years no issues that my local office couldn't resolve. New Truist it has been 3 months to get a Business Credit card issue fixed and local branch manager unable to resolve or had any ideal how to explain or deal with it. I have been on phone 4 times and never get to speak to a human. Yesterday after 3 hours on hold I gave up. Today I called 8am sharp and have been on hold 2 hours so far and been switched twice as no one can help or its not there department. We have made a formal complaint with BBB also. Total waste of time. Don't use Truist. We are trying to close our accounts and find another bank. No way to contact any one to help from corp office. No emails. Worst banking experience we had in 20 years.

Deposited paycheck last Friday 2/18 and received notice that it would take till end of day on the 28th to get funds released and another check goes in this Friday. The money has been withdrew from my employers account already but Truist will not release the funds on my end. The only response I get is from phone monkeys that read off a script and offer absolutely no help what so ever. Rest assured I’ll be sending them a bill for the time lost dealing with this since corporate can be bothered with the little guy!!!

Truist has the worst customer service I have had to experience in a long time. Today, 2/22/2022 at 10:15AM, I have been on hold for over an hour to speak to someone. This is not only POOR customer service, it's NO customer service. If they can't do any better than this, then I suggest they close their doors. My time is just as valuable as the next person and I should not have to waste it on hold. I'm at the point now that I should find a new bank that appreciates their customers. It's quite obvious Truist does not!! I finally, after waiting for 1 1/2 hours to finally get to speak to someone in customer service, I was placed on hold twice and then was cut off. I wasted 1 hour and 42 minutes for absolutely nothing!!! I am beyond upset as this should not happen to anyone.

Worst bank I have ever had to deal with and I've dealt with a lot! If you're thinking about getting accounts or loans here don't do it! Worst customer service! I call to get a payoff and I'm on hold for 1.5 hours and then I find out I have to submit the request in writing and it'll take 3 days to get the letter! Unacceptable! Never dealing with this company again! A simple task turned into a whole day event! Never again!

I have been with Suntrust for over 15 years with no problems. Now I'm reading about new maintenance fees for my accounts under Truist. The customer service takes forever now, and the app leaves ALOT to be desired. Thanks Truist, you're the best." - Every other bank who is about to see a serious uptick in business.

I was contacted for suspected fraud. I confirmed it was a scam website. The charge is pending and Truist says it has to post before I can file a dispute for the charge. I waited on a chat and on a phone for a total of an hour and a half before chatting. How in heavens name do they think that a scam website will refund my money? I've been with this bank for years and years but that will soon end. I'm going to see what my lawyer can do. This is an example of another bank that is too big. Greed and incompetence.

Where to start? Was with BBT (which was okay at best anyway) the BBT U app was actually the best thing about banking with them!!! Then the merger...even before it was complete nothing but issues. No one from phone customer service (when it's not a 3 plus hour hold!) From bank staff could tell me anything concrete! For a disabled individual they did everything in their power to make banking with then a complete nightmare! Gaslighting me over the same phone call and not following through on what they said they would do when closing my account. I went to USAA, literally go ANYWHERE else right now. Truist has even surpassed us bank for being aweful, fees, poor or no customer service, randomly closing branches, Inconsistant bank hours, just aweful, I swear my stress went up and I wasted over 40 hours (between phone and drive and in person time, nearest branch is less than 5 miles from me!!!) Over the past few months. I finally made it into the branch to get a physical letter stating my last account was finally and officially CLOSED!!!!! why they refused to mail or email or anything (even print it the 2 previous times I was there!!) I have no idea, but I am relieved I am finally free! I'd rather go through another divorce than ever bank with this company in any capacity. I won't even use their atms any more! (Because they own them and hello they mess everything else up!)

I've had this bank for nearly 10 years and the first and only time I experience a situation that warrants a fraud claim, they are no where to be found. Calling for a week, was on hold for 5(literally) hours and 20 minutes just today and still have no claim and have spoken to 3 actual humans, over a week of calling, who tell me it "isn't their department" and transfer me around or place me back on an indefinite hold. I recently moved cross country or I would be visiting Truist headquarters.

My MIL had an account with Truist. Because of health issues she added her daughter to the account so she would be able to pay bills and such in the event she was unable to. Unfortunately, my MIL passed away. Her daughter tried to close the account and they said they would need a death certificate. She brought them a death certificate and they said she couldn’t close the account because she wasn’t on the account. They said to bring papers showing who the administrator of her estate is and they could close the account. My husband was in the process of getting the legal documents to show that he was the administrator. This took about three months, which in the meantime Truist was charging monthly service fees. When my husband went to close the account we discovered that his sister WAS on the account and they said they couldn’t close it because it belonged to her. In the midst of that, the debit card that had been locked was unlocked, presumably by the bank, and an automated charge went through that had to be disputed. After jumping through a few more hoops, the account is now closed, without reimbursement of service charges. We do not recommend this bank! The one star is simply to be able to post this review.

Truist Bank systems for contacting anyone to help is set up so it's almost impossible. There are no customer service emails listed anywhere on Truist.com to send inquiries. There is an automated messaging system where you can post questions and in response they say you can check back in the messaging center for answers within a few business days however after numerous questions forwarded I have never received a response. When trying to reach a specific department, Personal Loan Department in my case, there is no option to leave your number in a queue where they will call you back and no estimated wait time is given. What you do get is an automated message that says "Thank you for your patience, someone will be with you momentarily". 3 separate calls and the wait times exceeded an hour each which is far from momentarily. When I did get to speak to someone regarding my personal loan I was told they couldn't assist me and had to forward me to the correct department which put me back into a long wait with no indication of how long the wait would be. Before hanging up the representative said I could find the information I was looking for online or go to a local branch for assistance. BOTH those suggestions were wrong. Going into the local branch I was told I could not access the information I needed online AND they could not assist me with this information and that they would have to call the same number I had been calling again putting me in a position where I would have to wait for an undetermined amount of time. I was amazed that a branch had no direct lines to call their own company for answers. By the time I was able to speak to someone that could assist me and provide me with the required documentation I needed I had spent between 3-4 hours on the phone and another 1-2 hours driving to, waiting and driving back from a local branch. How any multi-billion dollar corporation thinks that it is acceptable for a customer to spend 4+ hours to obtain one simple document is ridiculous. I've already refinanced my mortgage so I don't have to deal with this complete failure of customer service again.

I’ve banked with BB&T since 2014 and I never had any problems while banking with BB&T, everything was easy and they actually had a functional app. The new app is horrendous, and the layout is awful, nothing makes sense on the app and and it’s frustrating. BB&T U was functional, was easy to follow and made sense. This merger will be the death of both banks. I absolutely HATE banking with Truist and if you’re contemplating banking with them this is your sign to run in the other direction. I’ve never had so many problems. I will be closing all my accounts with Truist and finding another bank ASAP.

Can not get corporate account closed. Closed it on 12/31/21 and they called today and said there is a $4.00 maintenance fee I must pay for December. I had specifically gone into the bank to get the exact amount to close the account and now they are telling me it isn't closed. I asked for the fee to be waived since the account had been with all the previous incarnations of Truist since 1973 and they refused. I guess since it is now January I will have to pay another $4.00 to get the account closed. It seems to me under the circumstances the lady at the desk or the bank manager should waive the charge. Either the employee wasn't trained properly or was totally incompetent at her job. Either way, I should not have to suffer for the banks error. If there was something below 1 star I would do that.

Worst bank in the USA to have. This corporation bought my old bank BB&T and has been nothing but issues with them. They will hold your deposit’s for over a week for no good reason. I’ve been buying timber and logs for over 30 years using numerous different banks the companies I buy for. Writing checks from 1 dollar to 1 million dollars. Never had any trouble getting my suppliers paid. I deposit a check at Truist and they are going to hold it for close to two weeks. They wouldn’t cash it. When it was written from the world largest veneer company that is over 100 years old. I called and ask my company if they knew why and they couldn’t believe it either. I talked to bank manger at local bank then called head office getting the same old story. How can I get my company started with this tomfoolery? It’s been a nightmare since Truist acquired my bank. After the check is has cleared I’m pulling my stuff out and finding a bank that is for the people. They wouldn’t have the paper money if it wasn’t for us loggers. Much less the toilet paper in their high rise. Please be sure share this warning everyone not let them brainwash you they care. They could care less about keeping customers.

I have banked with SunTrust for years and never had any issues. I travel a lot so when SunTrust would notice out-of-state charges on my account, they would call to verify it was me & I loved that. However since they merged with Truist, the customer service is now non-existent. I moved to Indiana last year and tried to change my address but you can only do that at a branch, not online or by phone (and there are no branches in IN, of course). Transactions I was doing in Indiana got flagged as "suspicious activity" on the account and Truist locked the account without any warning or notice. All of my money is there and I have been locked out for almost 3 weeks; I have bills on auto-withdrawal that have lapsed payments, and I've been asking friends and family members to help with food and gas money. Been calling everyday for 12 days now, on hold for up to 5 hours at a time, but no one can help me once the Fraud Department takes over the account except Fraud, and I have YET to speak to anyone in the Fraud dept. Lady on the phone at the branch I called said if it's not resolved in 10 days, they will close the account automatically and send me a check for my funds--which will go to my old address in NC since they won't let me change my address! Filed a complaint with the BBB yesterday; can't wait to be done with Truist, they are awful!

I wish I could give them lower. Been a BB&T customer forever. Never had problems before. Now they randomly refuse to pay items. This time it cost $40. $20 for Auto Insurance and $20 for homeowners insurance. I am shopping around. But needless to say I want a bank that will let my payments go through. They have no trouble receiving my money. Got to be the worst bank ever!!!!!!

Truist, without warning or notice, decided to start putting days hold of 25% on payments to them. The excuse was to "make sure funds are good." That is such a lame excuse. I spent hours on hold trying to find out what the pending charge was on my account to find out Truist was responsible for it. Closing my account. There are other banks who do not try to walk all over customers in this way.

Truist is the Worst bank anyone could deal with. After finally being able to log on as a new Mortgage customer, (I never asked or wanted Suntrust, BBT or Truist), my mortgage was taken from my savings acct. in error (by me) Ok. I paid the late fee and called to rectify and make payment. First one rep was so rude and told me to wait until it was returned to their bank. I wanted to head the problem off. The next rep did take my payment, told me to call my bank to get NSF fee removed. My bank graciously obliged. Next, few days later, I made regular monthly mortgage and Truist continued to draft from wrong acct. after verifying extensively when I called in to make regular payment due. Now initial payment returned (after being paid along with late fee and new monthly payment) and actually no payment is due for mortg. they kept drafting from WRONG acct further causing me OD fees. I was assured after I paid they would not draft again and they did and no one could tell me why?!! I was denied a Sup and told it would be 24-48 hr. return when I spent over 30 mins with rep who had me on hold. Worst experience ever. I can't wait to move my business and my money from Truist. I never, ever wanted them in the first place and their poor customer service tells it all. All they can do for me is make me some money from buying and selling off their stock!

Worst Bank I have ever had to use!!!!!! Suntrust should have never merged with BBT ! Customer service is the worst & trying to get a phone call answered is even worse. I am POA on an account there. Never had a problem accessing the account with Suntrust !!! Here I thought they were going to request my blood type ! They are a joke !Went to pick up a temporary debit card at their request twice, didn't have any ! original card never received ! However I got an email today saying I had to activate it before June 6th !Trying to call to find out why is impossible can't get through to talk to anybody I have tried for more than 1 day . This bank is the pits !!! Not even worth a half a star ! I should know I was in the banking business for almost 22 yrs with the same institution ! People if you want a great & personable banking experience where you aren't just a number join a local credit union !!