Truist Bank Customer Reviews

Mr. Ralph, we are scammed victims of fraud involving Truist Bank. Have you had any successful responses from them? We are still viciously struggling with our efforts against Truist. We just don’t know who else to turn to!!!!

I applied for the Truist credit card to take advantage of the 0% balance transfer rate for 15 months. They also have a 3% transfer fee – which is 2% less than most other companies. After attempting to transfer the SAME balance from another (well-known) card over 7 times in a month — via the online site, telephone customer service (located offshore – possibly in Phillipines, as others mentioned) and in a local branch — I simply gave up. Initially, they kept putting a hold on the card in the fraud department from no apparent reason, since the balance transfer amount was well below my credit limit.

I would promptly return the calls and then they would take the card off hold. However, it kept erasing the original transaction – causing me to get stuck in an infinite loop of…apply for balance transfer, card gets put on hold, get call from fraud dept., card comes off hold, balance transfer disappears into black hole and no one in the entire company can offer an explanation…repeat the entire process and get nowhere! This is THE MOST incompetent and possibly corrupt and fraudulent bank I’ve ever dealt with in my many years of having credit cards! It has to be one or the other (or maybe both), since these are basic banking/credit card transactions which should be traceable in their systems. But…I get no answer as to why it didn’t go through – only to be told to just keep repeating the process…in hopes that the Truist gods will finally approve it!

The last time I was in a branch a woman next to me got HER bank accounts locked. They required her to go into a branch in person (2 hours away) and verify on the phone at the branch that she was who she said she was!

Please heed the advice of others here and avoid this bank at all costs! Something is seriously wrong with them. And, BTW – the local branch in a safe neighborhood locks the entrance, so they have to buzz you in? Wonder if anyone else experienced this, since this is the FIRST time I’ve ever had a regular bank lock me out before I even can enter! Only gives an even worse impression – which is pretty telling. Time to start digging into who actually owns this establishment…

Truist does not know what one hand is doing as opposed to both. They changed my User ID – ON THEIR OWN ACTION NOT MINE – without that being requested by me or authorized by me. As a result here after two trips to their local branch office, I am still unable to log in to ALL my checking accounts, savings account.

I’ve been with Truist for over 31 years (way before it was Truist). This by far the worst bank I have ever done business with. If zero stars was an option that’s what they deserve. I have personal accounts and 2 business accounts with them. I am on the phone with them every month because they screwed something up. Time to find a new bank for me. Don’t give them any of your money!

Web access to my accounts is spotty at best, usually producing a result such as: There is no information to display, or cannot load…

I have had to close and replace my Truist Credit Card 3 times due to fraudulent transactions. I just received a new Truist Credit Card and there was already another fraudulent transaction right after I activated it but I have not used it either at a store or online. I am seriously thinking of changing banks as I don’t feel my money is safe anymore.

SunTrust was a bank one could trust. Truist is an ongoing disaster.

On 4/3 we notified Truist about 3 fraudulent charges to my wife’s credit card. We received a letter dated 4/10 acknowledging the fraud charges. The letter stated ” The charges along with any interest would be removed from the account, you are not required to pay the charges while we investigate, you are required to continue to make minimum monthly payments.” It also stated that if the bank denied the dispute the charges would be placed back on the credit card along with interest and fees. All other charges to this card was paid in full on 4/12 leaving only the disputed charges. It has now been 4 months and the charges are still on the card and we are having to make payments even though the letter states otherwise. I have mad 6 calls to the fraud department, and 1 visit to the branch bank, only to be told that we have to make payments on the disputed charges while they are still pending. A total contradiction to what the letter states, They have the worst customer service I have ever dealt with. Stay away from this bank. Google Truist complaints and you will be amazed at what they are doing to their customers.

Well I guess I am not alone! Truist allowed a $1900 cash advance to someone from my credit card. Notified them next day and told them to shut down account and do not issue new card. They issued new cards and hackers scammed another $1200.00 from the new card I never received or activated! So I had that cancelled and again said close my account. I do not want your charge card because you didn’t close account to avoid being a victim again and they shut down the second charge card the issued and again reissued a third card on my account. Hackers got more money off 3rd charge card after Truist said again everything was shut down and “too not worry “. And again today they closed the 3rd card down and reissued another card! I went to branch ti try to get help and they told me to leave or they were calling police. They said go home and call fraud customer service but each time you wait 3 hours or more and then they give you a canned answer to get you off the phone and never do anything to correct or resolve. I filled BBB complaint today and the 4th card is still open at this moment and the branch threatened ti call police when I raised a negative voice in their empty branch and told to leave. This is the absolute worst treatment I have ever received by any business and I am 60 years old. This situation is totally unbelievable and I still have nothing resolved and an open 4th charge card!!!!!

This is very unprofessional, degrading, embarrassing, discouraging, embarrassing and many more! We are Retired Public School Teachers and Senior Citizens. What business do we have to deserve and be allowed to be scammed of our lifetime savings? We still think this cannot be happening! We were professionally tricked and scammed of money from our savings in January 2022! Our money was scamming like wired and was accepted by Truist Bank in Estero, Florida (Branch On Shoppes Oaks Blvd)! We need a resolution worked on soon. We need our money returned.

HORRIBLE BANK TO DO BUSINESS WITH.

My last experiences with the customer service department have been horrible .

They contradict themselves giving out information , they refused to escalate the issue , and they repeat themselves many times without listening first.

DO ” NOT ” DO BUSINESS WITH THEM .

My accounts and credit card fell victim to fraud, it was a huge pain to straighten out. Four months later my replacement credit card fell victim to fraud again. I was traveling so they put a freeze on my account and told me to email a specific address, which I did. I thought while my card was frozen they would work out the details of the fraud. Wrong. After a random 7 weeks, they closed the account and cancelled my rewards. I had saved over $100 in rewards, all gone! They said if a card is frozen for 30 days they auto cancel it. Mine was frozen for 7 weeks and they were “working on it” but they cancelled and stole my rewards anyway. I only found out because I called to ask for a status update. They said they mailed a letter but it’s been over a month and I still haven’t gotten it. My rewards are just gone, been saving them for over a year and they are just gone. Not applied to my balance, just erased. And nobody can help, not the branch, not the managers, not the credit card team, nobody.

I had to notify Truist Bank’s Credit Card/Cardmember Services of (2) seperate Credit Card disputes/and/or/chargebacks. One of the chargeback disputes pretty much resolved itself when the merchant finally got around to issuing the credit for the item, however the merchant issued the credit $12.00 short of what the total credit should have been so Truist’s chargeback department had to contact the merchant over the $12.00 difference to try and get the money back from them. In the case of the 2nd chargeback dispute the merchant never issued credit for the item and so I had to forward all the necessary documents to Truist’s chargeback department which included a written 3 page document and 2 pages of UPS/or/United Parcel Service Tracking documents showing that the merchant received the package that I “refused” back and signed for it but never processed a credit to my credit card account. It’s like chargebacks 101. Truist’s chargeback department never issued a “provisional credit” for this and the disputed amount remains part of my outstanding balance. As a person who occasionally likes to pay off their balance in full this chargeback makes it difficult because they did not issue the provisional credit to my account while the dispute is being investigated and I don’t know the exact amount of the outstanding balance w/interest charges to get the legit part of the balance paid in full. I have logged about 20 to 30 plus phone calls which include hang ups and being blindly transferred to various departments regarding the issuance of the provisional credit and still no coherent answer. Truist has their chargeback department in a foreign call center and the representatives simply don’t know what they are doing or saying. They don’t even understand how the chargeback processes works and how they pertain to the Visa/MC rules and regulations. It is sooooooo frustrating and aggrivating. I’ve been calling for weeks now to get an answer and I’m not getting anywhere fast. I have informed them that I am going to try to get assistance from the local branch and if that fails I will take the necessary steps to contact the CFPB the government agency who overseas financial institutions and force them to respond, and this blemish and complaint will show up on their permanent record. The Truist Bank is just a mess. I am seriously considering just getting rid of the credit card altogether when this whole ordeal is over. As someone who worked in the credit card industry for 22 years before changing careers they get big 0 stars and I wouldn’t even give them that if I could give them a negative score. My advice to people is to STAY AWAY FROM TRUIST BANK. PLEASE RUN RUN RUN FOR YOUR LIVES!!!!!

Nightmare! Shady business practices, horrendous customer service, worthless helpline, etc. etc.

Truist bought my mortgage so I am FORCED to do business with them. They failed to tell me my escrow account was insufficient for 11 months and then sent me a bill for $2,400. The minimum amount required for my escrow account is $419 – how could they let it continue in arrears for an additional $2,000? I can’t tell you because no one will answer my question on why I wasn’t informed!

I opened a HELOC with a guaranteed 12 month promo interest rate of 5.45% and then got a letter two months later saying my interest will increase to 7.4% in Feb.2023. I went to the bank to find out what’s going on and was told I had to have withdrawn $15K in the first 30 days to keep the 4.45% promo rate. Nowhere is this stated in my contract, nor was I informed during my application, or closing. I am not seeking legal advice. NEVER DO BUSINESS WITH TRUIST.

The very worst customer service I have ever received from any bank. The bank was packed with customers and the branch manager would not help any one as she stayed in her office just watching.

I have a new car loan and I have never dealt with a company that is so unprepared to properly service their clients. Bills not being sent on time, or incorrect bills processed. It’s the end of December and I just received a bill that shows as being due in September. Obviously, this was paid in September. They are consistently bad and I will never finance a car through this comapny again.

I agree 100%. I opened a savings account deposited $500 in cash. A few weeks later used my bank card to pay for a meal it was denied. I contacted the bank and was told my account was frozen for fraud. I have a clue as to what they are talking about. As soon as possible I am going to withdraw my funds and closeout the account.

I keep trying to find one, just ONE positive in this merger. On the negative side, they have closed all the BB&T and SunTrust branches near me,have lowered interest rates on deposits to be one of the lowest in the country, have made me change browsers because they do not support Firefox,have an online account page that is terrible, and changed my monthly account closing date to the middle of the month (without notifying me) instead of the end of the month which is much more convenient and segues with other accounts I have and bills I pay. What is astonishing is that these bozos really thought people would love Truist! I have already taken most of my money out and placed it in Treasury Bills where I get more than 400 times the interest I am getting at Truist (4% vs .01%). The rest is going in a regional bank. Yes, Truist is the worst of the worst!

Former HAPPY BB&T customer for 20 years.

I have been fighting Truist for 3 1/2 mos to get fraudulent charges refunded. They never suspended the account and resend a new card until 2 mos after the fraudulent charges were reported. Then AFTER they transferred the balance to a new card, they refunded the fraudulent charges to the old card, which means I am paying interest on the fraudulent charges. Additionally, they have removed ALL information on the compromised account from my online banking…no statements, access, nothing. The way I found out about the refund was through a personal banker at a branch. Even sitting with the banker while they navigate their own system it is clear they have never experienced the kind of disorganization and stupidity present in Truist. To be honest I have been wondering why the Federal Reserve hasn’t been swarming all over Truist.

Truist website is garbage. and when you call to ask them about it all you get is the run around. what a disgusting organization

I’ve been a BB&T customer for over 30 years, and since being in Morehead City, N.C it’s been changed to Truist bank. Since the truist took over, it sucks. I called the mortgage section of this bank to take care of some business. Three times i’ve called and they give me an answer to my problem with promises. Nothing was done. I’m moving my money and my business to another bank. This bank sucks. I wouldn’t recommend this bank to my enemy. It’s the worst bank i’ve ever delt with. They’re about as organized as a zoo. Don’t do business with these idiots. You’ll be sorry.

Business Account holders who do 90% of business thru your merchant account. Pay attention. Every time a holiday falls on a Monday, merchant funds which are normally in the account 5am the following day don’t show till 11-12 noon. This is because they are holding them in their sweep account to earn interest. Friday Sales, Saturday Sales and Monday Sales. This is Bull Malarky, unacceptable and should be illegal. Here I sit along with truck drivers trying to load at quarries because our funds are being held. As soon as I get to a breathing point I will remove my accounts from this bank!

Thank you for this platform, and thank you all for sharing. My experience is very similar to the hundreds of other complaints. Complaints that are unanswered. I’ve lost any confidence in this bank. I’m afraid to make another payment being they misplace 3 out of 5 of my mortgage payments. a mistake on their part that is leaving me with all the consequences. Hurt my credit, endless calls that get nowhere, they all put notes on file but don’t read them so prepare to tell your story forever, long holds, and my personal favorite, they don’t honor their own computer-generated confirmation numbers.

Our family is now stuck in a terrible situation. Stuck because they trashed my credit. There should be a better answer than paying double mortgage payments every month. sad

I was transferred from my mortgage company to this bank. I am a brand-new homeowner. My loan is not due until the 6-1-2022. I was shocked when I first called in to make my acquittance, with the bank and who I am. The ROBOT said this is a DEBT COLLECTOR, and any information that is said may be use for that purpose. What da fudge, my account is not even due yet, NOW it’s in a DEBT COLLECTOR BANK. Well, my paychecks come from the FEDERAL GOVERNMENT, and I bank with a MILITARY BANK. I am scared already; with all the NEGATIVE COMMENTS I am seeing here. I am going to try to stay with this bank no longer than 12 months and moved my mortgage to the MILITARY BANK that I have suggested with the former mortgage company. It’s seeming like these BANK people doesn’t listen to their clients.

I have been with SunTrust for 22 years with no major problem. Since the merger with Truist, I have had nothing but bad experiences. The latest has to do with a large amount check deposit that I made last week. Overnight, Truist withdrew the amount from the source, but put a 1 week hold on my access to the funds. I deal with 5 banks and this has never happened before. I am accustomed to 24 hour holds. When I made the deposit, there was no mention of a one week hold. When I called Truist, they said it was for my security. My security, the funds are going into my account. One week has passed and I still do not have access to my funds, yet Truist has been making money on my funds. I will check with government authorities to see if this is legal. At deposit, the hold period should be clearly stated and if it is more than 24 hours, there should be an accept button to agree with the hold period. Of course, I will never ever make any such deposit to Truist again and substantially limit my business with them.

Worst bank ever! They buyout Suntrust and cannot get accounts right. They have now take double-payments 2 months in a row. Try to get in online account then it gives you an 888 number. You wait like 20-minutes then a lady comes on then has to switch you to someone else then I hold another 20-minutes. Absolutely HORRIBLE!!!

I am one of the many customers forced to end up as customers of this awful bank. I had a car loan which I paid always on time through a direct bank to bank deposit, but without a warning my loan ended with TRUIST. No introduction letter, no instructions on how to further pay, until I received notice that my payment was late and I had to pay a late fee. I called the bank and they put me on hold for 1 hour and at the end they took my payment with an extra charge. I asked for the statements of my loan and they couldn’t produce a statement. A month later, another notification of a late payment. Went to the branch office and paid the remaining balance according to their system and 20 days later I received a letter WELCOMING me to their bank. Ridiculous. Today they called me and asked for 50 dollars that according to their records was still pending, when I asked where is this pending balance coming from, they put me on hold for more than one hour and when they came back, they just hang up. Avoid this bank

I was about to write a crappy review describing how Truist has made every possible effort at their end to make my life miserable by wrecking my accounts beyond usability and then admitting they don’t have the sense nor time to find their way out of a wet paper bag because those bank windows need licking first. However, all the reviews I’ve read sounds exactly what I was about to describe. So I’m just going to advise… RUN… RUN AWAY!!!!!

Truist, no response to all this negative criticism above?? Just seems wierd..

I consider this t be the worst bank I have ever delt with and Im 55 yrs old. We had identity theft, my fiance id 65 and receives Social Security Disability benifits. Someone opened his on line banking, with a different phone number than the one that opened the account , they never contacted him about the online banking account. His monthly check was stole through on line banking and a zelle check which we had never heard of before. My fiance has a flip phone and doesnt even know how to turn on a computer. They also used debit card info to do some gambling on line another thing he never does and something they didnt notice again. If you want to stay on hold with representives you cant understand and they dont even try to make themselves clear for hours that will turn into days and weeks, miss work bec ause you are on hold then this is the bank for you.

I am so angry I cannot even speak. They cut my card off with no notice,I am 1500 Miles from home with a ten year old and no branch within 200 miles because they merged!! What a bunch of idiots. I cannot get thru on phone ever, unless I wait for two hours. Money missing from account but you can’t report it because they make you wait hours and then hang up. This is criminal.

This the worst customer service ever. I have been trying to reset my passcode for a week. I waited on the phone over a hour then they hang up. I called back, waited another hour disconnected. They called my home asking is this (my name) giving me three choice I picked and then it repeated the instruction again without ever responding to my choice. Your rating is the PITS the WORST A Negative -0!!! I am so frustrated with this bank.

My wife and I wanted to pay off out mortgage on our house and decided to cash in IRA and called Truist (because we were with BBNT but no longer the merger happen) so we were told that there would be a pay off balance mailed to use, well we received two payoff balances in the mail on the same day from different branches. one in Winston-Salem , and the other Charlotte, both in North Carolina and both with different pay offs. so no biggie my wife calls and they put her on hold for 2.5 hours just to announce that they couldn’t take a pay off. So my wife decided to go to the closest bank (which used to be a BBNT but now Truist) and they say that they couldn’t do it either. well that didn’t go over well with my wife and she wanted to talk to a manger of the branch. they directed her to a young man and he told her that they couldn’t do the pay off because they would get in trouble. (this didn’t make any sense to her and we are still waiting for an answer. and just as soon as we pay off the house and get the proper paper work showing it we will never deal with this banking/lending organization . feel sorry for those that have any type of account with them.

I have dealt with many banks and many loans. Truist has 100% been the worst. The only way to contact them is through 1 customer service phone number, of which I had to wait 75 minutes to talk to someone. Then, they were unable to pull up any of my loan information because I had paid the loan off. They had to send out to “research” to get me a statement for interest paid which would be mailed to me. Then as I was very calmly voicing my issues to the representative, I was hung up on. I cannot even fathom how this bank is still in business and I would NEVER use them.

3 hours trying to contact via phone, chat or e-mail. Each interaction went into endless webs of further contact entries. ALL resulted in being disconnected or waiting an estimate of 60 min. Truist is billing an escrow account they added to my mortgage! I DON’T HAVE AN ESCROW. For 6 years I have been paying insurance and taxes myself. Fraud of the highest degree. When I call one of the numbers provided it states they are a debt collection agency. I can only infer they will use the fraudulent escrow account to negatively impact my excellent payment record.

Terrible customer service. On hold for 30 minutes because I couldn’t reset password. After the call I tried to log in and was still locked out. I called back and waited 50 minutes and I’m still not able to log in.My Heloc loan amount is incorrect. The phone # on my account is incorrect and there was an additional email address that did not belong to me. This has got to be the worst bank in history.

I called in to reset my password. I waited on hold for 35 minutes and then a customer service rep came on the phone. I spent another 37 minutes waiting on this idiot to reset my password. This guy was constantly reading off a script that said he was using his resources to try to help me and thank you for your patience. I stopped counting how many times he said that after around seven or eight times.That literally should have taken two minutes. I asked to speak to his supervisor and he put me on hold for 20 minutes only to come back to tell me that there was no supervisor available. Surprise surprise. This is not the first time I’ve had trouble with their customer service but I promise you it will be the last.

This is a nightmare!!! Formerly had BB&T no issues. After the merger the new tellers and staff are clueless! Opening admitting they have no idea how the new system works they are rude and short staffed basic transactions take forever !!! Paperless ? I don’t like sitting in front of u and you send me a doc to my phone to sign. I am adult not some kid I like wet signatures and print outs for my records!!! What a joke

ABSOLUTELY ZERO CUSTOMER SERVICE!!! Trying to report fraudulent activity – CHAT Service doesn’ t work. Branch staff could not help me. Called 4 diff 800 #s each rolled to the 50-60 min hold time. UNACCEPTABLE!

THE WORST customer service EVER!! Tellers have an attitude if you deposit a large amount of checks. Like they are jealous or something. Give you that “attitude” look and shrug. Been with BB&T and prior company for OVER 30 years, TRUIST is the WORST!! New people who DO NOT want to help. I think their motto is “One customer a day”. Could they move any slower? Manager is as clueless as a 2 year old. 5 employees in bank when they opened LATE!! They can’t even tell time.

Since the merge between Suntrust and Truist, the customer service has went to crap! All the employees are miserable and no one wants to help. I was a Suntrust customer for over 30 years and only had a handful of bad experiences. Definitely not the same customer service. I hate to switch banks but I’m so done with them!

I had BB&T accounts for decades and was satisfied with their services in multiple states. Switched to SunTrust when one move necessitated switching because of proximity to bank, and services were fairly good. Now that all banks have merged, the service is chaotic, new terms of service now charge for services I used to receive gratis because of high account balances, and like everyone says, the telephone service (a misnomer if ever there was one) is truly non-existent. The prevailing attitude of the corporation now seems to be F you, go somewhere else if you want something better, which I will do.

Got our new Debit cards activated them through Truist never had an issue with Suntrust but now since activating our cards….they will not work and we are dealing with issues where we cannot use them. No one answers the local bank phones I have left messages at all three branches and have been on hold for well over an hour on the card call number. We have auto pay accounts through here but are seriously thinking of finding another bank or better yet credit union to work through. absolutely ridiculous.

I deposited all of my cash into my bank on a Saturday at 10am. Thinking nothing of it I use my debit card (my funds should be there always is ). Look in my account I’m negative. After speaking with customer service I was told I would have funds by 530pm. Here it is Monday morning and I’m still negative. It’s a holiday today and nope my kid won’t get anything. And I had to miss work due to not having any gas money today. Looks like they owe me a days pay as well. Don’t lie to me say you are fixing something that you are not. What a joke can’t even talk to someone 24 hours a day. Worst bank ever. This is not my first complaint.

Disputes are never completed , fraud department is a joke (allowed a $1600 charge from a hacker and then accused my 32 year old child of stealing my card info ) fraud department stopped it 3 times but decided on the 4th attempt to allow it even after I said you didn’t approve that charge from a text message you sent me then offered me a loan to pay my bills lol what a joke.

Beware of making car pmt using Truist app. If you make a mistake putting in your banking info they will charge you a fee and bank on you not knowing and then charging a late fee and reporting to the credit bureaus. App does not req you to rekey your checking number to catch a mistake. Also they do not retain your banking info thus you are required to rekey every time to make pmt. Truist is making money on fees!!! Beware

I have filed a federal reserve complaint.

Truist Bank of Estero, Florida! My wife and I are retired senior citizens on a fixed income. Recently, we were seriously tricked into wiring part of our savings in a SCAM. Being fearful, we did the wire act to an account at this Truist Bank in Estero, Florida! As soon as I realized it had been a SCAM, my bank contacted appropriate channels to have our money refunded! Well, Truist Banks Fraud Specialists Team have denied our request. The reason being that that account we wired our money to did not have any funds! I would like the owning chiefs of Truist Bank/s to contact me soon. I would like to speak about our case and purpose! My email is: [redacted]

We reside in McAllen, Texas.

truist company for two months i have written letters emails made 50 phone calls none every got answered hold times pass 4 hours a day…. 56 instant messages not returned

facebook postings not returned….. i have had zero contact for 2 months despite trying everything….. this could be a shell company…. how can no one work here….. i spend 66 hours on hold over 43 days and non one has answered i must stop the payments today and noticy the state and government…..MUST WARN OTHERS TO AVOID THIS

Worst bank to deal with!!! I was sent an interest free balance transfer offer. It turns out they are charging me interest monthly. Don’t call them to inquire or you will be aced on hold for hours!!! I held for over two hours! Pulling my money out!!! BBT made the worst mistake merging with them.

This is the worst bank and lending establishment I have ever delt with, it is obvious that ‘customer service’ is not one of their core values. I urge all consumers to boycott this extremely incompetent organization. They completely ignored several requests for obtaining the title to my vehicle as well sent me a mailing stating to send first payment to an address that they later claimed was incorrect. I became concerned when I noticed through my online banking (with another customer driven bank) that payment had not posted. When I called them (waiting over an hour on hold at times) they stated the address they mailed to me was incorrect for sending payments to, the representative requested I stop payment through my bank and gave me another address to send a payment to them. I have received a statement now stating they are going to charge me a $30.00 fee for cancelling the original payment. Furious doesn’t describe how I, feel and no one has rectified this to date from repeated calls to them. STAY AWAY from this BANK TRUIST IS TERRIBLE!!!!!! (Another dissatisfied customer).

I recently opened an account with SunTrust after primarily working with a credit union for years. SunTrust merged with BB&T to become Truist and my review is about the entire mess. I opened the account with quite a large sum of money in the mid 6 figure range.

The problems started almost immediately. The Code I was provided to activate my online banking would not work. Getting someone on the phone for help was an exercise in futility and a trial of patience. It took over an hour to get assistance in setting up the online banking.

Concerned about the lack of customer service I attempted to find any contact information for their corporate office and there is no information publicly available. This is an enormous red flag. Not only was there no access to any type of executive escalation team but there was no offer at any point in getting the runaround to escalate complaints.

I called again today needing to speak with someone and I was put through to Truist. After wasting nearly 20 minutes of my time answering 50 questions to get through to an agent (this is done for my convenience apparently) I finally got a woman on the phone with a very strong accent that was very difficult to understand. I asked her if this was an overseas call center and she said I was talking to someone in the Philippines and then hung up on me. These are the people managing my money and who have access to my account information. I called back again and spoke to another agent in the Philippines as well. I explained the previous agent just hung up on me and I wanted a supervisor. She immediately stated there was no supervisor available. When I told her I was closing the account due to the horrible customer service she responded “Let me see if a supervisor is available”. I think that speaks for itself.

SunBank/Truist/BB&T have decided that it’s ok to have an overseas call center with questionable people having access to your banking information. The first person I spoke to hung up on me and the second person I spoke to lied to me. That doesn’t instill any sense of assurance that my money or financial information is safe but Truist doesn’t care about taking care of their customers, only their bottom line. I was finally transferred to a supervisor in the USA who himself voiced concerns over the use of overseas call centers and actually said “I don’t know why they did that”. He told me that there was another number to call for SunTrust.

I called that number and sat on hold for one hour and thirty seven minutes before another agent in the Philippines picked up the phone. When I voiced concerns about the competency of the people handling my money he said they were well trained. When I said the first person hung up on me and the second lied to me he said he would submit “feedback”. I’ve been hearing that for years with these overseas call centers yet the experiences typically are negative. My experience with this call center which apparently is managing my entire life savings was no different than what I experienced when Amazon was late shipping an item.

I told him that if I don’t receive a call from someone in their corporate office in the next 24 hours to apologize and provide another means of communicating with them I would be closing the account and moving to another bank.

Be aware of what these people are doing with your money and who they are giving access to it. And they are doing it in a quiet and sneaky way. This is a bank that doesn’t value their customers in spite of all the doubletalk. Actions speak louder than words. They wasted my entire day.