BB&T Customer Service

User Reviews, Ratings and Comments

BB&T customer service is ranked #790 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 24.40 out of a possible 200 based upon 175 ratings. This score rates BB&T customer service and customer support as Terrible.

NEGATIVE Comments

168 Negative Comments out of 175 Total Comments is 96.00%.

POSITIVE Comments

7 Positive Comments out of 175 Total Comments is 4.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • BB&T

    Customer Service Scoreboard

    • 24.40 Overall Rating
      (out of 200 possible)
    • 168 negative comments (96.00%)
    • 7 positive comments (4.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 1.6 Reachability
    • 1.7 Cancellation
    • 2.9 Friendliness
    • 2.4 Product Knowledge

Add your review!

Posted by erm


TRUIST IS A HORRIBLE BANK WOTH NO CUSTOMER SERVICE .
Do not do business with them .
They do not care when you call , they are rude and dismissive .

Posted by Anonymous


Latoya at the Erwin NC location is very rude

Posted by Jesse Green


Arrived at Taylor blvd branch at 4:15pm in drive thru since lobby is closed. I sent 7 deposit tickets in completely filled out and was told by banker she could not process them do to it being 4:20pm and the branch would be closing at 5. Banker advised I try back tomorrow. Is this your policy? I would like a apology and management adress the incident. I was forced to drive to New Albany branch where my transaction was processed in minutes without any problem. Bad service on Taylor blvd needs to be corrected. Thankyou

Posted by anonymous


The customer service is horrible. Trying to get through on the phone is a joke. If you are lucky enough to reach someone after going through the endless questions none of which apply to your situation they hang up on you. I have provided them with the information they needed three times and I still receive harassing letters because they can't get their act together. I'm thinking seriously about closing the account. I have left messages for the branch manager to call me back and that hasn't happened either.

Posted by Gregory


I wanted to do something simple - reorder checks with a simple address change. The Truist/BB&T automated systems are terrible - the phone line is an endless loop of recordings and the website returns you to the previous screen when you try to order. Frustrating and feckless. Absolutely horrible customer-facing systems.

Posted by Anonymous


WORST BANK EVER!!!! I've called over 50 times, on hold sometimes 2 hours, today on hold 49 minutes and hung up on. I've been trying to resolve an error that BBT made for over 3 months now. Even sent a letter to their President. Never. A call back. I will NEVER do business with this low level, lying, cheating bank again. BEWARE!!!!!!!!

Posted by Anonymous


Ask whole bunch of personal questions and then she said I can't help you.. bad attitude..

Posted by Anonymous


Been with this bank since it was Capital Bank through Southern National , etc. but am considering changing now because wait times are horrible both at drive up and inside. Merger plans were not well thought out!!!!!! Not enough empl9yees to handle customers from both banks!!!!!

Posted by Anonymous


Slowest bank in Lynchburg- never waited so long to be waited on-inexcusable!

Posted by Anonymous


Horrible costumer service! I was trying to reach out to costumer service representative, 45mins already , still waiting! It's crazy! I will close my account as soon as possible!

Posted by Anonymous


This bank owns branches all over the country and does not care about their customers. I've had trouble for years, talk to managers and nothing changes. I have lived at the same address for 30 years and had am account in the same bank for 30 years, have an excellent credit rating, and this last weekend was denied an auto loan!!!!! Was on the phone for n hour and they have no explanation!!! Stay away from these folks!!!!

Posted by Anonymous


Tried To Report Fraud Using Number On Back Of Card. Hit The Number On Key Pad For Fraud Department And On Hold For 30min. Someone Picks Up And Says I Have General Services But Will Transfer Me. 15 More Minutes And Another Person Picks Up And Say I Have The Wrong Department. I Am So Done With These People

Posted by Steve


They are absolutely horrible deposited a check and they froze my account saying it was fraudulent

Posted by Leslie


I've called BB&T customer service to have a service that I've had done many of time, to be told they can't...which I know they can. So I've asked the representative to please connect me to the manager that can assist me. Leslie ( the manager)came on the phone quite aggressively and ask how she can assist me. I explained my situation, and she laughed and stated that there's nothing that she could. I then explain that I've a had the service in question executed many times before. When I've mentioned that I'm going to take the recording that I have on my phone to verify with my bank if the information she provided was indeed true. She then became upset and said she won't do it. I never spoken to someone so rude, especially to a call center manager of a bank where I keep my find

Posted by Anonymous


I am trying to dispute fraud charges. I have been on hold with customer service for 45 minutes...still waiting. I don't call this wait time customer service. When I cancelled my card, the BBT representative said I had to wait to dispute charges until they were posted. Here I sit, with absolutely no customer service. I need a different bank. I have banked with BBT for 25 years. It is time to change!

Posted by Goodbye BB&T


Not having 24/7/7 customer service in the 21st century is just lazy and cheap. I have been a BB&T member since they bought 1st Virginia, in the beginning there were no real issues or changes they would block my Account if anything remotely suspicious tried to make a charge. That's good business. In the last year and a half we have had multiple fraudulent activity that I have had to catch and deal with. Just recently My account was emptied. I caught it immediately, but since it's Sunday you can't do anything about it. There of been a few other customer service related issues but this is the straw that broke the camels back. Turist has made a sick bank fatal. I leaving

Posted by Betty


I have said it so many times!!! You suck since you became TRUIST!!!?

Posted by Anonymous


I have been banking with BB&T now Truist for 16 years. I was told by the BB&T branch in Greencastle that change was not accepted after 2:30 and that was common knowledge. I arrived at 2:37. They were simply rude. They must not make enough money to care.
Since the pandemic I have accumulated a lot of change. It should be noted that the coin machines don't work in the following branches. Chambersburg, Mercersburg and Waynesboro.

Posted by Anonymous


I hate that I banked with BB&T. I had 5000 taken out of my account and they said that I Gabe my information and that I knew about the situation. If I'm calling you to let you know about my account that someone was taken money out is because I didn't know. And the customer service is the worst ever. If you banking with them please take your money out and go somewhere else because they won't help you. I have all my family and friends take there money out.

Posted by Grizzly


Poor service helping me on the paycheck protection program didn't help me at all. When I finally talked to someone they said I was to late all the funds were gone try another bank. Don't understand why they were like that been dealing with them since I been in business for 15 years.

Posted by Coop


So BB&T is closed today Saturday, 4/18. Why??? I and other customers find out while at the bank today. Really you can't handle money? How about the online message says you're open today?

Posted by MC


I have been a customer at BBT (Branch Banking and Trust Company) for four years with a clean record. My debit card expired on February the 30th. First, I received an email asking me to activate the card and telling me that if I hadn't received it, to contact them. The person I contacted on the 20th didn't know how to advise me, confirmed that the card had been sent and didn't have a tracking number. She wasn't sure whether requesting a new card for $30 would be through a tracking number shipment method. She told another option was to wait a few days. The card still did not arrive on the 23rd, when I had a scheduled phone call with my manager. He told me that, having checked my account, my card would arrive that week (the week that ended on February the 29th). It didn't arrive. I still don't know if I will get a tracking number while requesting a new card and paying much more than the USPO charges. I believe there is a legal issue here, having been through the same thing with another financial institution, who backed off and sent the new card for free: if the sender does not provide the customer with a tracking number, delivery is their responsibility (it should be, always, regardless of the tracking number). Without a tracking number, the bank asks me to take their word as true ("we've sent your card on February the 8th") and to pay for the delivery failure. I request that they send the card at no cost and apologize to me given the trouble they caused.

Posted by Anonymous


Open up an account with BB&T 8 yrs. ago. Got a prepaid credit card for $1000 to try to help build up my credit. Bought a brand new truck through BB&T at 9.9% interest. I have a direct deposit from the company I work for. For the last 10 yrs. I have a direct withdrawal. I do not pay rent. I am a caregiver For my parent. I make 65,000 a year but that's not good enough for BB&T to give me a loan for $10,000. So I'm closing my account and I will be going with a Financial institution like a credit union. Because they actually work with people instead of using people and lying to them. By telling them you do this and this and this and we will work with you. That was a big fat Lie. Not happy Waldorf Maryland.

Posted by Anonymous


I have been a customer of BB&T for 40 years. I have used BB&T for all of my banking needs. The complaint that I have is in reference to the closing of the main bank in Glasgow, KY. I have a safe deposit box that I had to close out at this branch and move to another branch approximately fifteen miles further out. I could not find my key (to the safe box), therefore, I had to pay the bank $150.00 to have someone drill open the box. This procedure took about two minutes!! I was still signing papers and writing the $150.00 check!! I realize the bank probably views this as an inconvenience, but, my gosh, they received $150.00 from every person that needed this done. In retrospect, my opinion is that it was more of an inconvenience for me (and others having to do the same thing) because of having to move contents to another bank and paying $150.00 to do so!! I definitely do not feel I was treated as a valued customer! I am considering moving my banking business to another facility.

Posted by Maria


I have been trying to call BB&T for a simple question about my account and seems impossible. This is the worst bank i have ever worked with.!

Add your review!

Posted by Dianne


I had the pleasure to meet Becky Davis at your Gardendale , Alabama location today.
Extremely friendly and very good at job.
pLease thank her for me.
Dianne Gentry.

Posted by Anonymous


I've had nothing but problems going to atms always down for 1 reason or another, can't get my money. It's my money not yours. Your atms are too far and too few around me and this area. I don't have a lot of money but am looking to transfer. So if things don't change real soon I'm going somewhere else.

Posted by Anonymous


Matthew (mortgage) & Brittany (insurance/escrow) in Customer Service were both really great today. Phone system to get to them...STUNK! The fact that BBT doesn't accept bi-weekly payments - STINKS!

But neither of those items were the fault of Matthew and Brittany. They were professional, knowledgable and friendly. Thank you!

Posted by Anonymous


I wanted to send a possitive comment to amanda centennial from the Gaithersburg ,md branch on 467 n fredrick ave she helped me submit a wire transfer after I gave her wrong info but corrected it and it went thru on time.she always does everything possible to help me I really appreciate

Posted by Sue


Cameron Leonard at Cary NC branch is the best. I'm a BB&T customer for almost 10 years. I have no problem with the customer service with this branch. The teller at the drive-through is very nice. Today experience is excellent. I took my friend who doesn't know how to do online banking. Cameron is helped us out with the very clear and throuroughly step by step. Very impressive.

Posted by Anonymous


I recently wrote a complaint concerning lowering my equity line. After a few days of complaining the local branch finally received approval for my request. I have to give my local branch a thumbs up for hanging in there and fighting for the customers.

Posted by naydana


Wow many of these comments are so negative if i was a wanteing to bank with bbt i'd run the other way but I've been banking with bbt for 2years now,, And they have always been great I never having trouble reaching a live person I hit option number one for existing checking accounts, enter my social 4 digit pen number them *# then 0 nd i get a live person i dont even wait for the automated lady to finish i get a rep really quickly... I accidently went into over draft and they waived a $140 fine I turned off Overdraft fee's after that ...lol.. i'd rather my card just get delined than have each debit charged $35. But anyways Their reps have never given me a problem and are mostly helpful.. Oh and i normally call frequently at least one a month or every other months sometimes up to four times.. !!

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Customer Service
800-226-5228
Mortgage Payoff
800-295-5744

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