Hundreds of Truist Bank customers are fed up: ‘They’re letting us all down’

RICHMOND, Va. (WRIC) – Hundreds of Truist Bank customers flooded 8News’ Facebook page, emails and phones on Tuesday with issues they’ve been having with the company since the merger of BB&T and SunTrust .

Now a Truist Bank customer, Glen Allen resident Tabetha Anthony said she is now considering switching banks as she has had many problems with Truist.

She said she didn’t receive her new debit card on time and when she did, her old SunTrust card and new Truist card were both declined for multiple transactions.

“They let us all down,” Anthony said.

Like other customers, she described transactions disappearing from her account and sometimes added later.

“They will withdraw money from my account for a transaction but not post it to my account, so the math just doesn’t match,” she explained.

Anthony said Truist Bank will process transactions overnight, sometimes incurring overdraft fees if there is not enough in the account.

“Suppose you check your account before you go to bed and your account is up to date and everything is fine; your account can go negative overnight if something were to come out that you didn’t expect,” she said.

Each time she calls the company to answer her questions, she has to wait several hours to speak to someone. “I was on the phone for almost three hours,” she said.

Hundreds of Truist customers have contacted 8News to complain about issues they have had with Truist Bank since their merger. (Photo: 8News)

Quinton resident and Truist Bank customer Eugene Snow and his wife had similar issues with the business. “She remained on standby for several hours. I think she said about four o’clock that day,” Snow said of when his wife called the company to ask questions.

Truist spokesperson Brian Boudreaux twice ignored 8News’ request for an interview with Truist officials, sending a statement that reads: “Some of our customers have experienced difficulties with our transition to Truist and we are deeply sorry for the stress and frustration this has caused. We have worked diligently to provide each customer with the care and attention that they expect. it deserves, and we’re here to help with any individual issues our customers may still have.

Customers like Anthony have said they are ready to switch banks. “That’s not how SunTrust did business,” Anthony said.

She said since the merger, Truist has had plenty of time to anticipate and avoid these issues. “They had three years to come up with a cohesive plan,” Anthony explained.

The spokesperson for Truist also said customers can contact them, despite many customers spending hours on the phone trying to reach the company.

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