Reach Out To Truist Corporate Office – Review and Complaints 

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.

Truist, Valley Station Branch @ 502-933-1618. I have been trying to reach a person at this location for days and have spoke to lots of CSR for Truist with no help! They won’t answer and if you press zero to be redirected back to the branch, they will hang up instead of answer the call. I work at a Bank as well and we would never ever run any of our locations like this. We have a loan closing scheduled but it is not going to happen because Truist did not release the mortgage on the previous owner’s loan when paid off and property sold. Now our current buyer of the property has a Lien on the Title work and we cannot close because Truist will not clear up their mistake. We have had multiple people from Loan Officer, Realtor, Loan Processors to the Attorney contacting Truist with no luck. Do not recommend Banking there.

Truist, Lien Release for paid off Mortgage over ten years old has not been submitted to the Clerk of Court. This review is actually from the previous bank BB&T. I paid off my home over ten years ago 9/2005 and recently I went to another banking for a loan to the equity I have build in my homes value. As I am the last phase of the loan process I was told that BB&T never submitted a lien release to the Clerk of Court in my respective county. Now that Truist has taken over BB&T, no one can seem to find my where the lien has been filed even though they have searched and found where my balance is zero and have no outstanding mortgage loans, they still insist on conducting a research that could take over 30 days. My point is this, if you see where my balance is zero and nothing is owed to BB&T or Truist, just submit an electronic paper work to the Clerk of Court releasing the lien or fill out the Loss of Mortgage Satisfaction form while the investigation is ongoing. They are playing Dick Tracy / Kojack while my current loan can not move forward because someone while employed with BB&T at the time did not have the IQ higher enough to submit a simple form when my home was paid off over ten years ago, and then what about an internal audit to ensure that all mortgages that were paid in full that the liens were release. This is a complete failure that is costing me and no one is really making things right.

Relationship Banker Katherine Corrales-Gutierrez – Hudson Corners Greer, S. C.

My Truist credit card was hacked. When I received my new card I attempted to change the card on file with Netflix. Somehow the number I dialed for Netflix customer service was not legitimate. The phone was answered by Netflix Customer Service, however, this was not Netflix but a group of hacker thieves. The person who answered the phone led me to believe that Netflix needed to get my credit card data from my online banking. I was online with the fake “Netflix” person and realized he could see all my accounts. I hung up immediately and called the Truist Hudson Corners Branch. Ms. Corrales-Gutierrez answered the phone and advised me to come to the branch immediately. She blocked all of the accounts under my name. My husband, daughter, and I have all of our accounts linked for emergencies. Ms. Corrales-Gutierrez worked with each of us to get new account numbers to make sure all of our accounts were safe. We can’t say enough about her expediency, kindness, and concern for us. We want to thank her and Truist for helping us during this extremely difficult situation.

Please feel free to contact me.

Fraud complaint that was ignored! In December, I realized that my bank had been debited $10.99. I went immediately to the bank and discovered this had been going on for a year. I never received anything for this $10.99 and I spent quite a bit of time on the bank every Wednesday. Even speaking to a branch manager. All to no avail because what I didn’t know was that they will not reimburse anything over 60 days. This is a small amount of $219 and would be useful for a person who is retired like me. I received no help when I called the fraud department. In fact, my call was dropped numerous times . I am very sad that I could not get proper service.