Truist Bank Overview
Truist Bank is the result of the merger between SunTrust Bank and BB&T Bank. The two companies boast a combined 275 years of banking history and handle over $300 billion in deposits each year.
The merger is ongoing, with each bank operating select services through the other while slowly consolidating into the Truist Brand. The merger is not expected to be complete until late 2022.
Truist Bank Payment Processing
Truist Bank announced in 2020 that it would partner with Global Payments to provide merchant account and credit card processing services through their TSYS processing network. We will assume that the payment processing details are similar to a standard TSYS merchant contract. Truist Bank processes all major credit and debit cards for most business types. Their services include POS systems, virtual terminals and payment gateways, contactless pay, mobile solutions, PCI compliance, and data reporting and analytics.
Truist Systems Location & Ownership
Global Payments Direct, Inc. is a registered ISO of Wells Fargo Bank, N.A. Concord and BMO Harris Bank N.A.
Truist Bank is headquartered at 214 N Tryon St Charlotte, NC 28202, but it also maintains a large presence in Atlanta and Winston Salem, where the two independent banks were originally headquartered. William H Rogers Jr is listed as the CEO of Truist Bank.
Video Summary
Truist Review Table of Contents
- Costs & Contract: Typically offers a three-year contract that automatically renews for one year and includes an early termination fee of…
- Complaints & Service: Has received over a thousand public complaints regarding…
- BBB Rating: Has an “A+” rating with the BBB and has received 1,897 complaints and 458 reviews in regards to…
- Sales & Marketing: Does not hire independent sales agents and has received a low number of complaints about its sales practices. However, Global Payments and TSYS utilize independent sales agents and have received some complaints about…
22 Responses
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.
This bank is trash. Only reversing 2 overdraft fees for a 24 month period is a joke. Things happen. They also don’t hesitate to hit you with overdraft fees for EVERYTHING that tries to come out.
Truist bank employees at the Bernville branch are obnoxious, talk down to you, and yell. The worst bank with ridiculous rules. The worst thing to happen to the BB&T bank was changing to truist.
Banking with Truist it’s one of the most frustrating things I’ve ever encountered in banking. I’ve been with SunTrust for 35 years, and BB&T for four years… They’ve both been great banks. Everything had been easy and accessible and I had been able to complete transactions online. Now that they’ve switched over to truest, there is not one thing that works. Every single transaction I’ve attempted, has ended up at a dead end. This bank is going to go out of business and soon. So far, I have not read one positive review, and most every review states that they will be moving to another bank. And, I’m with them… I’ll be moving to another bank after all this time having been with Suntrust … I mean, I was even with SunTrust when they were Trust Company.
Truist is completely incompetent.
Disagree with this?!? BBB has a 1.7 of 5 rating for Truist
My Truist experience has been negative (previously loved Suntrust for over 15 yrs).
Issues include internal transfers taking DAYS, erroneous holds on deposits, deposits are inconsistently added, sometimes taking days, zelle is no longer an option, Truist app was dysfunctional for a while, the running account balance ledger is not kept up to date, customer service is limited to front line help so if you need to speak to a manager you have to wait for a call back (good luck!). I’ll begrudgingly be going through the process of switching banks because I can’t trust my bank now.
Truist Bank drained $5,668.93, $5,000.00, and $668.83 from our bank account all in one day, plus our bank charged $900.00 for Overdraft Protection Deposit. Truist Bank was only supposed to withdraw the $5000.00 and $668.83. I have been calling them since day 1. Finally talked with one of their representatives today and even though they took my money in one day, I will have to wait 5 to 10 days to get my money out that they unlawfully withdrew. They had the nerve to refuse returning the $900.00 that came out of our checking account because they sent in 3 electronic withdrawals, the $5000 and $668.83.
I have been on hold for 72minutes. Horrible service. Online information is never updated day of
payment never mind tranfers or deposits. Do Not Open an account here. The “We are busy but a
representative will be with you shortly” a Joke. We will move out of this mess today. Mary and
Ray Williams, Bluffton, SC
I have banked with BB&T for about 10 years and they were great. If I did have a problem, I called them and I always received a response within a day and my problem was solved. They were pleasant, extremely helpful and caring. Now I am looking for another bank because Truist Bank is uncaring, they charge more fees and their app is horrible.
Leaving after 21 years with Sun Trust. Worst banking experience ever encountered. I’m not going to waist my time listing what’s broken ……. basicly everything. Run, don’t walk to another financial institution. Horrible!
Refinanced and was ‘lucky’ enough to have Suntrust/Truist scoop up my loan. They are currently not able to set up a recurring monthly, biweekly, one-time payment for a loan online. That’s right. They don’t have a functioning website to this. I have been trying for 2 weeks and it crashes everytime. Only way to pay a bill is through an automated phone service. I wouldn’t give any human you talk to there any payment information. Read the reviews online. This bank should be shut down immediately and the fact they are even operating at all is a testament to widespread corruption elsewhere. There is literally no other explanation.
It is a universal truth that customers will suffer when one company takes over another company. Truist has taken over Suntrust and there are SO many problems with my accounts and with their websites that I cannot even list them all. And their ‘customer service’ representatives seem incapable of reading and comprehending the English language. I want to switch banks but I am not even sure if they can handle that competently!
I was with BB&T for over 20 years. I have now began looking for another bank to transfer my funds and needs. When the merge was taking place, it was spoken to current clients that nothing would change and it would be a better banking experience …..not true! 2 locations closed, unable to handle a joint account (other card user has to create an account…even if it’s a shared account…when both parties sign as joint, then both parties are excepting responsibility and should not be divided), was able to correspond with customer service through email with BB&T…so much more. This has been a very frustrating experience to say the least. My husband was asked if he had his drivers license and the rep had to have that information even after ssn, date of birth and address was verified.
ATMs in Spartanburg SC do not allow cash withdrawals on 10/30/2021. I went to one SunTrust branch on Hillcrest and the two remaining BB&T locations and got the same problem. All three ATMs only provided account holder to perform an account inquiry or make a Deposit!! Not
known why these areas ATMs are not allowing W/Ds? Other Truist ATMs in other cities like Myrtle Beach, Florence, Charleston etc. appear to be okay with W/Ds….
I did file an issue via FaceBook, got an acknowledgement and a promise to have the “ATM Team” investigate but so far, haven’t heard why the problem in Spartanburg.
You took away credit score which we had with Suntrust which is most Important but also took away time of transactions.
We had BBT as our bank for 25 years. It is now Truist and is very difficult to use and deal with. Too many things to deal with. The website is terrible. We are actively looking for another bank and when we find it we will not look back.
Unhappy in West Virginia.
This is the worst BANK. The ATM, machine shut down in the middle of my transaction. I called the 800 number with no results. I went inside of bank just to have them tell me that they had nothing to do with their own ATM machine. I even had pictures to show them what had happened. they didn’t even bother to take a look at the picture. It didn’t even matter to them. This bank is nothing like Sun Trust. They said that it would take 7-10 days to get my money back, I get it back. I called later that same day and they wouldn’t even listen. They just hung up on me. Please stay away from this BANK.
I am so upset..it has always been easy to access my acct…until today, they changed everything. Not its complicated and asking me to do things I do not do to get into it..so, today i cannot access my acct.. I am seriously thing about finding a bank that will be easier for me to manage online.Ramona winters
I used to bank with these guys beck when they were sun trust, I always had problems and ended up leaving when they lost done of my cash.