SunTrust Reviews 184

Suntrust has to be the worst bank and worst company i have ever dealt with!
Suntrust is a big mega bank. When you bank with them you feel like a number and not an actual person. You dont feel a nice vibe when you deal with them. In fact you're treated like a second class citizen! I have been frauded two times banking with them. There fraud department is a joke. They do not care about the safety of customers money. The reason why people choose certain banks is because you trust them with your money. But you cannot trust them your money. They're name should be sundistrust. Last year somebody hacked suntrust system and got my email and put my email in zelle and withdrew almost thousand dollars out of my bank account. They're system is not secure. Nobody should have gotten access to that. I also recently had some fraud. I have a bad habit of sometimes forgetting to check my account. I didn't check it for 2 days. I checked it last Monday and I saw fradulent Uber charges. I do not drive nor ride Ubers. You can look at it and tell its fraud because they took out such random high amounts at the same time. Suntrust NEVER notified me. I never received a phone call text or even an email. You could tell they were fraud but Suntrust just let it go through I NEVER MADE THE CHARGES!! Suntrust fraud department is a joke and they should have contacted me and asked me if I made the Uber charges or stop them. You have to call them yourself and Suntrust makes you deal with the fraud yourself which isn't right. Im a customer and they should do it for me. I cried seeing them because I knew I would have to call their terrible customer service. I called at 5:00 and I waited for over an hour just for someone to answer. It was 6:00 and i just said screw it and hung up. I called a local branch person and she told me to wait till dinner time just so I can get a response. First of all fraud should be something that is dealt with immediately. I shouldn't have to wait an hour just for somebody to help me. People have lives and I want to eat dinner. I called again and I counted and it took exactly 4 hours. The customer service is not even in America. Its some Chinese people who don't even speak English and they can't help you nor understand you. We're in America so their customer service should have American people. They are very rude and testy. They talk over you and will even bark at you. As a paying customer I shouldn't be treated like that. They don't have that warm fuzzy vibe. They were asking me questions about a family member and they wanted to send me a code to get into my account. Im not giving you a code sorry! When I had my zelle fraud they wanted to mail my phone in an envelope and send it to the fraud department in China. WHO DOES THAT! IM NOT SENDING MY PERSONAL PROPERTY WHY WOULD THEY NEED MY PHONE!!!!??? In order for customer service to be good you have to be on the same page and speak the same language. They should be giving jobs to Americans not somebody in Asia. They can't even give me the right amount of fraud money. They can't even do math which is weird for a bank because money is all about math. I walked into a branch to close my savings account ( I do plan to close my checking). The vibe in their branches is very snobby and mean. All of their customers are stupid boomers who still order checks. At my new bank everybody was so kind and the person setting up my account said "All of our customers and employees are family". But i don't feel like that at Suntrust. If you have an account with them cancel. Quit supporting this evil globalist bank. The only people who bank here are stupid boomers because boomers support global corporations. Support a local credit union or a local state bank. Why would you go to a bank where you're treated like a number? Suntrust has caused me so much stress and anxiety which I shouldn't have to say. 🖕 u Sundistrust

I had an issue with ONE payment and they reported me 30 days past due. They don’t listen and don’t care. This is the ONLY negative mark on my credit report. Thank you Suntrust, or Truist, or whoever you are. I see that personal banking is GONE!

What a joke, would give zero if it were possible. Have three accounts, been with them forever.
Used to get checks for free..Then started charging $20 for blank checks.
Now it's up to $29.
TRUIST IS NOT TRUE!
Horrible service.
On hold forever..
Do not bank with them.

If available I would give a zero
1 hour on hold for customer service only to be put on hold and disconnected.
Called back ....another 46 minutes on hold..
35.00 fee charged 4 times for checks under 60.00 dollars due to a unreturned larger amount..
2 weeks to clear a 11,000 check that was paid and cleared to them after 2 days.. Never less than a 40 minute wait for live customer service.

I wouldn’t give them a one star either . I went to a branch to resolve an issue w a deposit and the representative Kevin Gonzalez at Alhambra branch in C Gables, Fla. kept me there one hour and he didn’t resolve the issue/error caused by the bank . He said he would call me and he never did. I sent him 3 e mails and he never responded / neither my phone calls :(
I changed this account to bank of America
I just can’t deal w this kind of service
I don’t have the time

Since the merge with BB&T and the customer service is really bad. Moving to another bank.

I just waited on hold for 45 minutes. The lady barely understood english. She put me on hold for 5 minutes then the phone hung up. The merger with truist is a mess. Online is a joke and cant even reset my password to get into the app. I am leaving. perfect time. They just wasted 1.5 hours of my time and all I wanted to do was deposit a check. These people suck and it wont get better. If truist has same call center, run for the hills. The Cs simply do Not listen, They talk!

horrible telephone customer service, long phone trees only to be told to wait times are 20 minutes

I'm with suntrust from long time ago. But now i registered with online banking but anytime i call their customer support they always take more than 1 hour to come on line and they don't even assist properly due to their agents rude behavious I'm really disappointed.

A few years ago I was charged twice for plane tickets. One was a pending charge but it remained on my account for weeks causing multiple payments to be returned. I had to jump through hoops to get charges removed. Twice this year I’ve put cash in the ATM, it has registered the wrong amount and I have to file a dispute. Last week I attached another bank to my car loan with Suntrust/Truist. I specified “checking account” but for some reason the $ was pulled from my savings (which I no longer use but has the same member #). I called the new bank about the issue and the fine was removed no problem. This took less that 2 minutes. Meanwhile, I call Truist and am on hold for 72 minutes. I’m then told that the won’t refuse the service charge unless it’s a bank error. I explain that it’s the same account number I use to pay all of my credit cards, my student loan, and my direct deposit and I’m not sure why the loan tried to pull from the old savings account. Truist tells me to call my new bank and call them back. Call them back? And wait another 72 minutes? I decided then and there to pay off my car loan, close my checking account and be done with Truist. I feel better knowing that even though they got my $25 they’ll never get another penny from me, including the $33 in interest I was paying monthly on my car loan. A weight has been lifted.

I'm currently on hold with customer service. I have been sent to 3 different departments and I have no idea why they are having so much trouble. I'm disputing a charge, something which I already did 2 weeks ago, but the charge has remained on my account. Someone used my card to buy things in RHODE ISLAND! I live in Georgia. Anyway, I'm beyond frustrated as it is going on 3 hours. I've never had this kind of trouble with any of my other banks over the years. It is definitely time to change banks.

The Dacula, GA SunTrust branch has been exemplary in customer service to us multiple times - such a refreshing thing to receive the "good old fashioned" type of service - we thank their branch manager James and able staff including Tara!

Their "community" page has a picture of three children. Muslim, Asian and Black. Guess they forgot about regular old white people with all their wokeness and equality agenda's. Customer service always has at least a 30 minute wait period to speak to a live person. Like hundreds of other previous customers, I'll be setting up relations with my new back this week. Bye Truist......

I've been a SunTrust customer for 15 years. The Truist website sucks! I am unable to access my mortgage account, and a google search provides nothing only navigation to my regular accounts login. If I login I see my checking and investment accounts, but nothing NOTHING in the menu or in the options available on the account page to access or view my mortage. How am I supposed to set up autopay? And their chat window? No live agent. Instead "A representative will get back to you in 4-5 business days. HORRIBLE.

Suntrust bank is not customer service oriented. I have a mortgage with them. Out rate went up because the insurance went up by $17.92. We failed to pay the $17.92 amount so Suntrust held the amount we paid in a escrow account. They did not contact us. Our account went past the 30 day mark and we found out because we received a credit report. My credit rating dropped 152 points. I called them and filed a dispute. They declined and said we were late. Our local Suntrust representative did not think that was right and filed another dispute, which was declined also. No customer service here at all !!!!

There are no words to express my frustration. Completely horrible. I appreciate the 1 hour on hold to verify MYSELF in 5 minutes. You make DMVs seem fun. Just ridiculous.

On hold for three hours for a new card. They've closed all the locations near me. I've driven to 4 now that are closed or re-branded while their site says they're still suntrust locations. I don't know what to do. The next closest one is 45 minutes away and I work on week days.

Suntrust customer care at 800-786-8787 has stopped given services to customer that supposedly answering the phone promply, but placed hold for almost 2hours. It getting pretty bad services that has no care for any customer that maintain the account with them. And when they ever answering the call you can barely understand their saying. Very bad services above all.

Pity that zero stars are not an option. Its 2022 - yet SunTrust/Truist has its "on-line" banking site unavailable due to maintenance at 10:30 am on a Sunday morning. As a former IT manager I understand the need for maintenance - but I also understand that you take a minimal maintenance window at the low ebb of usage on your application - which in the case of on-line banking is 03:00 on Wednesdays.

Mergers in my day were driven by the idea of "NO CUSTOMER IMPACT". The SunTrust/Truist philosophy seems to be to maximize customer impact - from the branches being a total disaster to the on-line banking systems being down.

Where, oh where are the regulators ?????????

I cannot believe I feel the need to submit yet ANOTHER review of Suntrust/Truist in just a few hours since the last one but this bank is truly horrible and getting more so. I am getting a used car from a dealer but wanted to see if Suntrust would offer a better interest rate. The auto loan portion of their website is unusable. It keeps having popup notices about the merger. If I click the X to get rid of the message, ANOTHER message pops up about the merger and this goes on and on. If I call the customer service number, it says there is a 25 minute wait. WHAT IS WRONG WITH THESE PEOPLE? It is impossible to speak to a human being and the automated website, as I have said, DOES NOT FUNCTION!!!!!!.