Hundreds of Truist Bank customers are fed up: “They let us all down”

RICHMAND, Virginia (WRIC) – Hundreds of Truist Bank customers filled Facebook’s 8News page, emails and phones on Tuesday with problems that arose with the company after the merger of BB&T and SunTrust.

Now a client of Truist Bank, Glen resident Elena Tabeta Anthony said she is now thinking about changing the bank because she has faced a lot of problems with Truist.

She said she did not receive her new debit card on time, and when she did, her old SunTrust card and new Truist card were rejected as a result of several transactions.

“They let us all down,” Anthony said.

Like other clients, she described that transactions disappear from her account and are sometimes added later.

“They will withdraw money from my account for the transaction, but don’t register it in my account, so the math just doesn’t add up,” she explained.

Anthony said Truist Bank will process transactions overnight, sometimes calling an overdraft fee if the account is insufficient.

“Let’s say you check your account at bedtime and your account is up to date and all is well; your account may become negative overnight if something comes out that you didn’t expect, ”she said.

Every time she calls a corporate party to answer her questions, wait with someone for hours. “I talked on the phone for almost three hours,” she said.

Hundreds of Truist customers have approached 8News with complaints about problems with Truist Bank since their merger. (Photo: 8News)

Quinton resident and Truist Bank client Eugene Snow and his wife had similar problems with the company. “She lasted several hours. I think she said four o’clock that day, ”Snow said of the time his wife called the corporate to ask questions.

Truist spokesman Brian Boudreau twice ignored 8News’ request for an interview with Truist officials, sending a statement saying: “Some of our clients have faced problems as part of our transition to Truist, and we are very sorry about the stress and frustration this has caused. We have worked hard to provide each client with the care and attention they deserve, and we are here to help with any individual issues our clients may still face. ”

Customers like Anthony have said they are ready to change the bank. “That’s not how SunTrust ran its business,” Anthony said.

She said that after the merger, Truist had plenty of time to anticipate and avoid these problems. “They had three years to come up with a seamless plan,” Anthony explained.

A Truist spokesman also said customers could contact them, despite the fact that several customers spend hours on the phone trying to contact the company.

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