Truist Bank (formerly BB&T Bank)

I am beneficiary of some of my father's assets and also the executor of his estate. My father had numerous accounts with several institutions at the time of his death. The BB&T assets have been the most difficult by far to transact. Fiduciary responsibility was shirked through repeated misinformation and stalling tactics.

BB&T/Truist has repeatedly shirked fiduciary responsibility. I encountered several instances where BB&T/Truist representatives have told me that there were no beneficiaries for IRA accounts only to find out later there were beneficiaries. On numerous occasions, I was promised a call back on the same day or the next day. Time after time this promise was broken. Instead, every time I was forced to leave many messages over several weeks to eventually obtain the promised response. This deliberate intransience and apparent disinterest are dismaying. Other intuitions have only required days or weeks to resolve transactions where has BB&T required months to complete similar activities.

Unfortunately, 3 BB&T/Truist employees (1) were particularly haphazard in their work and/or highly unresponsive.

BB&T IRA

When I took a BB&T banking statement (checking & IRA) and court documents to the branch where my father had a checking account, I was able to convert his former checking account to an estate account. I was told that I could convert the IRA because I was not a beneficiary. (I found out later this was incorrect.)

The last week of October 2020, I met with Christie Brown to identify someone to work with the Ameriprise Estate CFP to transfer my deceased father's IRA to the estate. She made copies of the court documents, gave me her business card, and instructed me to have the Estate CFP contact her. In January 2021, the Estate CFP told me that after repeated calls, she was unable to get a response from Ms. Brown. The Estate CFP said she had never had this kind of difficulty where an institution would not respond.

It should also be noted, that Christie Brown incorrectly processed a medallion signature required for stock replacement. When the application was rejected, I went to another BB&T branch with the same paperwork. The branch manager at this branch said they could not apply the medallion in the way Ms. Brown had done previously. When the branch manager called her, she denied she applied the medallion in that way.

In early January, I was able to get an appointment at the Friendly Branch to transfer the IRA to the Estate. In this meeting, I was informed that even though I was originally told that I was not a beneficiary of the IRA, I was actually a beneficiary. Accordingly, I could not move the IRA to the estate. My sister, my deceased brother, and I were beneficiaries of this IRA. In this meeting, I scheduled another meeting for late January to give me time to obtain a copy of my brother's death certificate. When I came for this meeting, the branch was closed. I saw an employee and got his attention. He told me they had a skeleton substitute crew but if I came back the next day, he would help me. I came back, he processed the application (death certificates, BB&T forms Ameriprise forms, etc.) while I was there. In March, the Estate CFP followed up with the BB&T office that processes the inherited IRAs. She was told that they did have the application. I sent her my copies of the original application. The process that was initiated in October 2020 with BB&T to convert this IRA, was not completed until May 2021.

BB&T Securities IRA

When I first talked with Linda Nance, I provided her with the court documents and I told I found my father's holdings with BB&T very confusing. I did not know which assets might go to the estate, or which assets had beneficiaries. She said not to worry that she had met several times with my father. She told me that my father had paper stock that the first thing I needed to do was to find the certificate. She said if I could not find the documentation that she would help me with the paperwork to replace it. My sister and I never found the stock. Repeated calls to Linda over several months went unanswered, so I proceeded to replace without being able to obtain her assistance. After several attempts with the insurer, I was finally able to replace the stock.

It is disturbing that many, many months ago Ms. Nance did not tell me that the BB&T Securities IRA had beneficiaries when I initially asked for her help. It is also disturbing, that she never bothered to check when asked multiple times. It is even more disturbing, that the many times reached out for help, numerous calls went unanswered for many weeks. During these long periods of being ignored, I would often call Mr. Valentino. It must be noted, that he did not return ever return of these calls. Eventually, it was Ms. Nance with yet another failed promise to call me back the next day. I called local number on a statement for help, explaining that the agent and client representative were not responding; but this request would be sent back to the intransient Linda Nance, who would eventually call.

Just like the timeline for the BB&T banking IRA above, the recent timeline for the BB&T Securities IRA is disturbingly unprofessional.
On March 30, 2021, I called Ms. Nance to initiate the transfer the BB&T Securities IRA to my father's estate. No response. I called again on April 14, 20, 22 and 26. I finally received a response late Friday afternoon on April 30. She said needed a document from me before we could schedule a meeting. I provided the document Monday morning, May 3, 2021 and asked her confirm again that there were no beneficiaries. I also asked how we do we proceed with the IRA. No response. On May 11, I called Mr. Valentino. No response from him. On May 12, Ms. Nance told me that the next step was to meet with Mr. Valentino on May 25. I reminded her that I still needed documentation for the court for this IRA when I met with Mr. Valentino.

When I met with Mr. Valentino, it was clear there was no prior preparation. He did not have the documents I requested 2 weeks in advance of the meeting. He did not have the court documents that I had already provided to Ms. Nance. He did not know how to complete the application - he called Ms. Nance many times and could not complete it. He said he would send it to me for e-signature once he figured out how to complete it. He called that evening with more questions for the application. I reminded him again that Linda still had not provided the documents required by the court. He said he would ask her to provide them. I was able to e-sign that night.
On June 7, I still had not received the documents needed for probate court, so I called Mr. Valentino. No response from him. On June 9, Ms. Nance called and said I would have to pick up the documents, she could not email them. She said she would send them to the BB&T branch where I opened the Estate checking account. When I went to branch a few days later they did have the documents; they said they would call Ms. Nance and then call me - I finally received the documents on June 15; a month after requested.
In these documents, I found reference of beneficiaries in the documents that should have been provided well in advance with the meeting with Mr. Valentino. I realized that his application to transfer the IRA to the estate was in error. If the documents requested for the meeting had been provided in the meeting, this mistake may have been avoided.

On June 16, I contacted the estate probate attorney explaining what I thought was an error by BB&T/Truist. On June 16, the attorney sent an email to Mr. Valentino and Ms. Nance asking for clarification of beneficiary designation. No Response. As of today (6/30/21 - 3 months after the request) the question of beneficiaries and how to proceed with the IRA posed several times to both Mr. Valentino and Ms. Nance is unanswered.
Given that it was highly likely that Valentino and Nance would take several weeks to respond, I called a national BB&T/Truist number [protected]) on June 22, 2021.

The representative who answered the call also initially told me that there were no beneficiaries for the IRA. I asked her to look at the March 2020 statement. She said that it was very strange the way the beneficiaries were identified in the statement. She said that the advisor should be contacted and that the account beneficiary paperwork should be redone. I told her that Mr. Valentino and Ms. Nance, the agent and representative assigned to this account, were very unresponsive. I asked if there was anyone else to work with. She said that she would email them and ask them to respond.
It is hard to accept that calls for assistance to different resources within BB&T/Truist give the customer no recourse but cycle back to a repeatedly intransient agent and/or representative. The same agent and representative who collectively have made several errors in account creation and management. No matter who you call in BB&T/Truist the path circles back to the same problem area.

It is clear that numerous BB&T/Truist representatives struggle with correctly accessing account beneficiary information which is a troubling fiduciary concern.

Sincerely,
Lee Hubbard
5309 Timber Pegg Drive
Summerfield, NC 27358
lh.nc.[protected]@gmail.com

(1)
Christie Brown
Market Leader VI
3318 W. Friendly Ave. Suite 100
Greensboro, NC 27410
Direct [protected]
Christie.[protected]@bbandt.com

Victor G. Valentino
Vice President
Financial Advisor / Truist Wealth
Registered Representative / Truist Investment Services, Inc.
Investment Adviser Representative / Truist Advisory Services, Inc.
4025 Premier Dr, High Point, NC 27265
Office: [protected]
victor.[protected]@truist.com

Linda G Nance
Client Sales Assoicate
Truist Investment Serivces, Inc.
Truist Wealth
1040 Randolph Street
Thomasville, NC 27360
Direct [protected]
[protected]@truist.com

I went to the teller to deposit a Check for my grand daughter from the estates of her mom and dad that died in an accident 6/18/2019. I opened up an estate account and everything was good. I was told once we have received the settlements, it would need to be transferred into a Trust for my granddaughter. Today, I went to open up the trust and this banker was rude. He asked me questions on whom the estate was for and I had to explain it to him. He said that the name does not match the account. I said yes, that is why we are opening a trust for my grand daughter. He kept asking the same questions. He, said I must have had all the documents because they opened up the estate, but they don't keep the documents. Now, this is a sensitive issue with having to deal with all of this, but to have him act like he did, was totally wrong. I think you should pull the surveillance camera and watch. I told him he didn't have to have an attitude with me just because I don't have the knowledge of what needs to be open or not. It's in the bank's interest to know the information, laws and rules for opening up a bank account. It would have helped if he had told me what I needed to do. Instead of have a poor attitude and send me on my way with nothing. So, in this case. All of my banking with BB&T will be changing over, once the Bank of Tampa sets down with me and points me in the right direction of what kind of account I will need to set up for my grand daughter and estate of my daughter, then I will be changing all my checking and canceling my BB&T credit card with BB&T as well. So, here's to the poor customer service by one employee that will definitely make me remember why I will no longer bank with your organization.

Why is there not a class action lawsuit against this bank? This bank has to be the worst because if it gets worse than them God help us. I've been a Wells Fargo customer for 26 years & the only reason I even opened an account with these crooks is because my elderly uncle in Alabama banks with them. I thought it would be easier for me to send him money this way this was pre Zelle or maybe I was just unaware of Zelle. I was charged 5 overdraft fees for one $20 transaction that shouldn't have been approved in the first place. So $20 cost me an additional $175 talk about ridiculous especially when I had the $20 in my savings account. This bank is definitely not customer friendly. Beware and stay away from this bank they will suck your account dry, send your account to collections & still charge you. So they unethically charge fees then send it to collections when you refuse to pay & ruin your credit.

BBT has charged off a charge card they gave someone in my name, without even checking the address, I have a credit freeze but they still issued it anyway.
I cannot get them to take this off of my credit.
They issued the credit card to a vacant house and the thief went to the house and picked up the credit card. I have three accounts at BBT and they didn't even bother to check the address.

Sitting here in the drive thru at BB&T for over 1/2 hour. Every time I go to the drive thru it is almost 1/2 hour wait. Sometimes, very rarely, I get lucky and the wait is minimal, but that is rare. I realize that the lobby is not open due to the pandemic, but more lanes should be open with more employees. I have never had this issue at any other bank. Also, only one branch in my area is open on Saturday. I don't know of any bank today that is closed on Saturday. I only go to BB&T because it is where I make deposits for my boss's business. So disgusted!

P.S. This is not a complaint about the employees. Everyone that I have dealt with is great. Always pleasant and friendly.

I a account holder at bb&t I deposited a check January matter of fact it was January 28 and didn't realize it had my old company name on it. Once i posited it thru the ATM that was a mistake. this check is being held by a non customer service person. If it was a issue with why was it processed. they should contacted me to find out that it was a mistake in the spelling of the account name, instead they put a hold on it till 2024. I just don't get people in these banks. I feel they treating me like In was trying to do a fraud or something. to try to rectify this mess I've called several times to try to get them to return the check, so i can take it back to the original owner for him to rewrite it to the correct name listed on my account, that didn't work. The owner of the company that wrote the check went to a branch in SW Atlanta to try to fill out a ratification form, that didn't work. the bank that the check was written on is PNC they were on the phone with the banker at that branch no resolution, I went to the branch that i made the deposit in Jonesboro Ga no help as well. I feel that the person hold this up is not even trying to fix the problem. among all this I'm getting hit with NSF fees my account is in overdraft to the tune of 1100.00 because of this account number is [protected]. this is ridiculous. the other bank said just that release the funds or return the check. The money was debited from the Co. account that wrote the check and its just setting in limbo. The check had Tri-Tech Systems Inc and my account is Tri-Tech Systems and Services, which I had that name before changed it to what it is now. I since then incorporated this one as well. I feel that if that was an issue they should have contacted me to let me know about the error and offered to returned the check for the correction in stead the do the transaction and set on the money like I've committed some sort of crime. I thought the the banks were here to help small businesses to learn and grow. Apparently not.

I have been attempting to acquire a Gold Medallion Seal from my bank; BB&T. We, my wife and I, have used BB&T for many years now so we do have a relationship there. We rave recently needed a Gold Medallion Seal for a stock transfer on some TOD stocks (transfer on death) Have tried a couple of their branches and so far no success. We were told by one bank manager who has the authorization that their policy is all parties involves have to be customers have to be members of BB& T. In this case US, no problem, the estate, again no problem and finally the executor. Problem is the executor banks somewhere ese. However she does have check signing authority for the Account at BB&T. Later the executor spoke with BB& T and was told it is against the law for them to give a Gold Medallion Seal if all parties are not customers of that bank. That sounds fishy to me, how often will all parties involved be customers of the same bank?

It seems to me that BB&T is more interested in saying no we cannot help you than trying to help. OH, one of the ladies at another branch tried to help but she is not authorized to do the Gold Medallion- just wanted that in there .One person trued to help bet the manager stopped her

I took my car to BMW to fix a recall. Enterprise rental is on the premises and BMW covers the rental charge. The only car they had available at the time was a luxury upgrade, so to avoid hassles, the BMW manager agreed to pay the $10.00 upgrade charge since they had no idea when the necessary part would arrive from Germany. Well it turned out to be a month. I returned the rental Nov. 5th. Then 6 weeks later, I see a $640.00 charge on my card.
Of course I called the bank immediately and disputed it. After waiting 4 months they told me it was a legitimate charge. I told the fraud dept. that I never authorized the charge and someone at Enterprise had forged my signature. I provided proof with my signature on a legal document. Totally different. Nonetheless, the supervisor talked over me and advised me to take it up with BMW.

The Supervisor at Truist told me that BMW probably refused to pay for some reason. Then Enterprise turned around and charged me instead. That is why it took 6 weeks for them to charge it to my card. Furthermore, they doubled the price from $10.00 per day to $20.00. The rental contract indicated that BMW would pay 100% of the bill. So I am supposed to go bother BMW regarding a contract between myself and Enterprise? Thanks Truist! Way to protect your customers!

So big business BMW cheats big business Enterprise, and who gets stuck with the bill? The average Joe.

Using Debit/Visa card to make the following purchases: $10.92 Dated 3/12/21,
$5.31. Dated 3/14/21, $20.47 Dated 3/14/21
$8.47 Dated 3/14/21, $11.14 Dated 3/15/21.
All of which, at time of purchase, dollar amount was deducted from the balance at the time of purchase, in which the funds were available. On 3/15/21, two EFT transactions cleared my account in the dollar amount of $565.85 & $153.68. These 2 transactions incurred an overdraft fee of 72.00.
On 3/16/21, a deposit was made in the amount of $1734.32, with only $100.00 available at the time of the deposit. The deposit was short $30.00, which was added as a separate deposit. I agree to the overdraft fee for these 2 transactions. What I don't agree with is the $180.00 overdraft fee being charge for a pending transaction, which the dollar amount had already been deducted from my balance, cleared the account only after the account had gone into the negative on 3/15/21. The 2 checks that made up the deposit of $1734.32 was from our "Retirement account with Empower". Understanding the hold on the check with the release of only $100.00 at the time of the deposit, but what I don't agree is not working with us on the $180.00 overdraft fees that is on 1) very small dollar amount purchases compare to the overdraft fee. 2) the funds had already been applied to the balance at the time of purchase in which the account was in good standing. We would not have touched the funds in our retirement account if it had not been necessary, and now $180.00 has to be spent on overdraft fees. I ask that Turist reconsiders the reimbursement of the $190.00 over draft fee. My email address is [protected]@gmail.com Cell: [protected].
The account is in Brenda J Boger & Joseph Lee Boger at 12 Barkwood Lane. Blue Ridge, VA 24064

My checking and saving accts were not linked so within 3 days I was charged overdraft fees totaling $432.00 or 12 overdraft fees! (03/02/21 $36, 03/03/21 $108, 03/04/21 $144, 03/05/21 $144) I had sufficient funds in my savings account to cover the charges paid by BBT from my checking account. $432 in overdraft fees is reprehensible!

During this trying time of COVID-19 and family issues I have asked that the overdraft fees be credited to my checking account credited since the money was in my savings account and was promptly transferred when I discovered the error. The money should have been automatically transferred by the bank or maybe call me or send a text something!

Since it wasn't a banking error they will not credit the charges other than $72.00. In the interest of good customer service I am asking that the full amount be credited.

The Boston Street branch is reluctant to make a decision. I am 63 yrs old and this past year has been a trying time for everyone. I had the money in my saving account and not one person contacted me and why should they when it is easier to just slap me with fees and then not credit them!

This bank has by far the worst overdraft program in the world. It takes in 0 consideration for hardship or special circumstances. My wife and I have had covid and haven't been able to check our accounts everyday like usual and a car payment came through our one checking causing it to get overdrafted by just $14 and there was plenty of money in savings to cover it. We transferred the money as soon as we saw it was overdrafted but still got the fee. I called and let the representative know what happened and they said they would use their fee tool to see if I qualified for reimbursement. She said that the tool declined it because I got 1 courtesy back in May of 2020. I then asked if there was someone else that I could talk to that would take our circumstance into consideration and was told her supervisor uses the same tool and he wouldn't be able to do anything either. I asked to talk to him and she said one moment I need to check if he is on Skype... he was not on Skype and in a meeting at almost 8pm at night she said he would have to call me back. I got a call back from him and he said he submitted it in his fee tool and it was declined for him too... 0 empathy and 0 consideration for what people are going through. Overdrafting is not an everyday occurrence for us and we always have plenty in our savings. We will be taking our business elsewhere.

truist back in October started a refinance with me and they are my current mortgage provider. Now, almost six months later, nothing. I have lost over 30 points on my credit score as a 100% direct result of them hard pulling my credit repeatedly and even after I told them to stop. I am also out almost a thousand dollars in two house appraisals ordered by them. They have asked for the same documents over and over up to 10 times per document! I have wasted dozens of hours on calls, sending faxes, emailing and just general document finding yet to no avail. They never intended right from the start to help me. Why would they? They are soaking me for almost 5% interest and they will loose money by giving me a fair shake.

At least 3 yrs. ago this bank (pantops branch) was suggesting I had a $100 counterfeit. My brother had just given me a $100 to which I wanted to deposit. The bank said the bill was counterfeit. I ask my brother what was going on. He told me he received the $100 bill from that bank. From there it was a complete mess...never had anyone from the bank explain, finally they just dropped it. It was handled wrong, it never had any final report from the bank. I would like to know how can they say COUNTERFEIT
and then just drop the whole matter. Joyce M. Hall [protected]

I have opened a business account a month ago. no one bothered to order a debit card and check until several follow ups between several bank via calls and email. I am trying for 2 weeks to order a credit card for the business and there is not a single person who can address my request. absolutely ridiculous! just tell us you can not handle the business and get out of business

1/20/2021: the last day I will deal with BB&T/Truist. I spend over an hour waiting for customer service to discuss the $216 overdraft fees charged to me as received my unemployment benefits for the week. The customer service reps have no empathy whatsoever; I spoke to an individual two days ago about the $108 of fees charged over last weekend which reduced my unemployment benefits the following Tuesday; this unemployment thing is new to me and due to no fault of my own but I do know I am in a situation which is certainly not improved when BBT can conveniently posts debits strategically before larger credits are posted to an account so they can tally up the $36 fees and add them to the billions of dollars of fees they rake in every year. And they tell me "only one fee waiver allowed in a 24 month period." I find that hard to believe...I bet they have a dry erase board in the back like car salesmen do tracking how many cars they've sold that month. Profiting from the misfortunes of others; rather disgraceful - should consider treating your customers better that is if you care enough.

1. Card was blocked because of suspicious activity. NO call was made to alert me to the card status.

2. Legit purchases were declined. Christmas gifts!

3. Called to find out why card was blocked: on hold 1.5 hours, first time I called. Call transferred, but was disconnected. Called another number, hold time was 35 minutes - transferred again. wait time 50 minutes, but had to hang up to take care of business. 3rd call - wait time was 55 minutes.