Reach Out To Truist Corporate Office – Review and Complaints 

Truist, Customer Care. My debit card was hacked. Received a new card and turned off on-line purchases. The new debit card was also hacked by an on-line company even though the card was (allegedly) locked by Truist. The branch manager, Byron Fredericks, has been my advocate throughout this nightmare and I can’;t say enough good things about him. Unfortunately, I can’t say the same about “Customer Care.” The staff of this division has not been helpful. They’ve been argumentative, rude, and dismissive. I’ve written to the CEO two weeks ago and have yet to hear back from anyone at corporate. It’s too late to stop my direct deposits for April but, as soon as they hit my account, I’m closing it.

Truist, Disputed Visa Charge Issue. I have been dealing with a disputed charge on my Visa for over six months. I have talked with many different representatives and supervisors in several departments regarding this problem. No one has been able to, or really wanted to, help me, stating there are no procedures to investigate my claim. Really? Its unbelievable what I have gone through. I intend to contact the regional president about this and, if necessary, contact the corporate office. I expected more of your customer service and am very disappointed. Is there anyone working for Truist who will contact me and help?

Truist Customer Service, banking issues, not answering phones and credit card issues. Since BB&T merged with SunTrust it has been a living nightmare. No one will ever answer the phones at any of the branches, no matter how many times you call or how many days you call. You cannot get into your checking account in their automative system & this has never been fixed. You are called a liar & told that you can. That being said there would be no need for me to bring this matter to their attention. Correct? If you need to ask a question, you have to get in your car & go to the bank. They are Rude, Unprofessional & Disrespectful. When they first merged, I was notified that my credit card was hacked. I had been with BB&T since before 1980 & never had this problem. From that point, this has happened 4 more times. I had a woman called me; left me a phone message & asked me to call her to see if there was anything she could do to help me. It was a courtesy call. I called & she returned my call. When I asked her a question, she started screaming at me & telling me what she wasn’t going to put up with from me, etc. I am 80 years old so that was just beyond Unacceptable. I got off the phone. She kept calling me back-to-back to back & I answered & told her not to ever ring my number ever again. She kept calling & I blocked her number. I have tried to bring these matters & other issues to their attention, but they are not interested, nor do they care. If they cared about their paying customers, they would be working on the on-going issues that they have, but that hasn’t happened. I would not recommend Truist to anyone. Thank you!

Truist, Bill Pay. I was alright at first when SunTrust sold out to Truist; but, recently when they changed the Bill Pay system I am ready to move all my accounts to another Bank. It is not user friendly, it was perfect the way it was, and now it is very difficult for people who don’t have a lot of computer skills and especially seniors. They don’t provide a way to print a receipt of the bill just paid.

Deteriorating Truist customer service. I have been with Truist through it’s many iterations and as I have seen before with other banks, once they start expanding, their service quality goes down in spite of their assurances. The same appears to be true for Truist as well. Trust Pilot gives Truist a rating of 1.2 out of 1,600 customers which should be an indication to the folks who manage Truist that things are not well with the organization. In my case, several things have me seriously considering moving to another bank. I have a fair amount of money in my savings account. The tellers at my local branch advised me that there were CD’s and other investments that would pay more than I am getting from the savings account. One day I called the local office (Charles Town, WV) and was told that someone would have to call me back to talk over options. Since no one ever called me back, I concluded that Truist didn’t truly want my investment money and I will find another way to invest the money. Today, I got locked out my account after three tries (as with most people these days, I am inundated with passwords). The lockout used to be after five attempts. I don’t recall seeing anything regarding the lowering of the threshold. When I attempted to change the password, the temporary password contained the letter “O” and the number “0”. With 25 other letters in the alphabet, why is the letter “O” used in passwords where it can easily be confused? I was asked, not once, but twice, to enter the temporary password on succeeding screens. Why? I finally gave up trying to change it online and called the customer service automated number. There I was asked to provide the pin number for my debit card. I have used the same pin number for many years. The automated system informed me that the pin number was incorrect. I finally had to talk to a live person who stated that he would forward the pin number issue to the appropriate office. I asked if I would be informed of what was done, and the representative told me that I would not, but I could call back to find out if it was done. Is that customer service? I think not. As stated, service from Truist has continued to deteriorate for me and I am seriously considering changing banks to something that approximates what BB&T used to be. I guess it’s all about the money after all (at least for the shareholders; not so much for the actual customers).

Given the downward trend in customer service from Truist, I’m not expecting anything other than a canned response to any of these issues.