SunTrust Customer Service

User Reviews, Ratings and Comments

SunTrust customer service is ranked #668 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.60 out of a possible 200 based upon 271 ratings. This score rates SunTrust customer service and customer support as Terrible.

NEGATIVE Comments

258 Negative Comments out of 271 Total Comments is 95.20%.

POSITIVE Comments

13 Positive Comments out of 271 Total Comments is 4.80%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • SunTrust

    Customer Service Scoreboard

    • 27.60 Overall Rating
      (out of 200 possible)
    • 258 negative comments (95.20%)
    • 13 positive comments (4.80%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.4 Reachability
    • 2.0 Cancellation
    • 3.1 Friendliness
    • 2.3 Product Knowledge

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Posted by Anonymous


Why can't I make deposits on my husband's account for him? I'm not on the account but this makes zero sense.

Posted by Anonymous


I actually miss when it was SunTrust because truist is NOT a fast service anymore. EVERYTIME you go in it's one teller and the line is out the door. I waited 38mins in line and there were 3 tellers yet only one was working. You'd think they would value their customers time by making it easy,fast and convenient. I think I'll just switch back to chase I felt valued and transactions within the bank don't take as long

Posted by cj


I see complaints here about people being on hold for hours and I'm e we ordering how they got that far! The voicemail tree always dumps after several prompts. I tried going through the contact page on the website, which generates a page not found error. I'm not able to reach them by email either, so I tried asking for help from Truist on social media just to get contact info for customer service.

Posted by Suebee


There is no worse customer support. Do NOT work with this bank. They are impossible to reach- even if a card is stolen. It is a terrible company with dangerous customer service practices. GO SOMEWHERE ELSE!

Posted by Anonymous


Wish they wouldn't have merged . Truist has the longest hold times . It shouldn't take an hour to get a CSR on the phone regarding our money

Posted by Anonymous


This is the worst company in the history of companies. I have been on hold and/or transferred for 7 consecutive hours. I hope nobody at this company smiles for the rest of their lives.

Posted by Tom


The transition from SunTrust to Truist is an absolute disaster.
My ATM debit card no longer works and an international transfer never arrived despite the sender assuring me the transaction is confirmed.
I've waited in excess of one hour on two occasions to speak with someone in customer service. I gave up.
And Truist wants me to trust it with my money? Pathetic.

Posted by Doris


Horrible! Going on 1 hour on hold just today. Lost another hour waiting yesterday. If they don't have adequate staffing, they should implement the call back, but don't have customers waiting for hours with no response. IT IS RIDICULOUS!

Posted by Mad


Sunday February 20 I was unable to get my money. No person to talk to. Tuesday I withdrew my savings and I was un sure that they would let me. As soon a my new checking, with a credit union goes thru I will close my account with trust. I received nothing from them as to why I was unable to get my money and why no one answered there phons. I have been with sunbank, suntrust aroun 38 years.
I don't trust them with my money as the don't care about their customers. The did not even asked why I was closing my accounts. Shame on them how the treat us. Trust your fired

Posted by Anonymous


Customer service is horrible. I been on hold for 4 hours just trying to speak with someone .

Posted by Jennifer


TERRIBLE App, cannot get a person on the phone unless you have 25 minutes to wait on hold.

Posted by Anonymous


I have tried for DAYS to get someone on the customer service line. I wait on hold for hours and hours!!!!!!!!! NOONE ever answers the phone. How does a customer speak to someone at this bank?

Posted by brill33


No one at my local Suntrust/Truist Bank answers the phone. Having tried numerous times it just rings 10 times before disconnecting. This is the best customer service they can deliver??

Posted by Shawn


I wanted to open an account to get a stock trading account with Robinhood I was told 24 hours and I will be able to use it not so it will be a week before I can use it, they withdrew the money for Bank of America and making me wait a whole week.I wanted to cancel it and was told I couldn't until they made interest off of my money then I can cancel. What a cheating bank and vice president at Gulf Gate

Posted by john c


or two months i have written letters emails made 50 phone calls none every got answered hold times pass 4 hours a day.... 56 instant messages not returned
facebook postings not returned..... i have had zero contact for 2 months despite trying everything..... this could be a shell company.... how can no one work here..... i spend 66 hours on hold over 43 days and non one has answered i must stop the payments today and noticy the state and government.....MUST WARN OTHERS TO AVOID THIS

Posted by Anonymous


"Access restricted!" message on the online banking site the first time I used it, says to call their customer service number. I have been on hold for an hour so far. Just trying to use their stupid online banking. There is no other number to call, no online chat feature, no automated way of dealing with whatever this access restricted thing is. As soon as I can, I'm closing the account, this is AWFUL customer service.

Posted by Royce


endless issues since suntrust changed to Truist- Truist is the worst

Posted by Rob


I have now been waiting one hour and 45 minutes to unlock my account after getting the run around from various agents transferring my call. If I knew that Sun Trust Bank had such poor customer service I never would have opened an account with this bank. The time in now 4:15 p.m. and my call was dropped again. By far the worst customer service I have experienced in my life. Do not open an account with Sun Trust Bank.

Posted by Anonymous


Sun Trust Bank has poor customer service with very long wait times. Just to unlock my account I have waited two hours on the phone as I am moved from one person to another with a 25 minute wait time for each person. I am watching the battery drain on my cell phone as I wait with the speaker on so that I don't miss my turn on line. And then more time is lost when the call drops for some reason, maybe someone on the other presses the wrong button. Be prepared to spend hours on the phone with Sun Trust/ Truist Bank.

Posted by Rose


I been with SunTrust for over 15 years I used to love their services until now, anytime of the day you call they will be a 25 minutes wait at least and when they don't have an answer for what you need they will accidentally hang up on you. I hate to change banks but it's getting to that point right about now.

Posted by Anonymous


Suntrust is by far has the worst customer service. They lock out your account when attempting to pass in a code after the first incorrect try. Then ask to contact Suntrust were you are greeted with a message.. sorry call back during business hours. On top of that, the code is emailed to you, while having another emailed inquiry open at the same time... says don't close the email, but I have to to retrieve the code from the other email. Crazy and stupid service

Posted by Bevkins77


Truist has crippled online banking for literally thousands of people with their new app. I can't even get the upload. Customer service for THEIR mistake is a joke and a long waiting period. I have banked with Suntrust since it was Barnett beginning in 1983. Corporate loans, personal loans, car loans and a PAID OFF mortgage in 1992. Since Truist took over, I can't even make a deposit at the ATM, now mobile. I'm DONE.

Posted by Unsatisfied lendee


This is absolutely the worst company I have ever experienced. I have spend cumulatively a couple weeks on the phone and have been made numerous promises...none of which have ever been fulfilled. I wish my mortgage company never sold them my note and that I could deal with someone else as I am beyond frustrated.

Posted by Cliff F


In late March 2020, I noticed that my credit score at TransUnion and Equifax dropped 100 points. As I reviewed the report I saw that my outstanding bank loan was double what it actually was. Then I noticed that SunTrust had sent into the credit bureaus a closed Home Equity Loan from 2015. They showed the account as open and having six figure balance.

I called the SunTrust to get this sorted out and after clocking 18 hours of phone time being passed around like a Raggedy Ann doll, I finally got a Customer Service Agent to admit the account was closed and they would get this sorted out with the Credit Bureaus, . Three weeks later, still no correction on my credit score with the Credit Bureaus. I called them up again and spent another six hours being passed around from one CS Agent to Another. Each one having no record of my calls from three weeks before. Folks, this is a horrible, non-responsive financial institution that couldn't care less about resolving errors no matter how much impact it has personally on their customers. Customers mean nothing to them. I have been a customer of theirs for over 35 years. Means nothing. I would avoid them like the Corona Virus. They are completely irresponsible and their banking license should be pulled based on the extremely poor disregard they have for their retail customers. Instead of spending another hour dealing with them, I am now spending half that time filing complaints on every consumer review. Perhaps with enough complaints they will get the idea that one bad review is equal to 10 lost customers. My advice to you - pick any bank with a blindfold on and throw a dart. I guarantee it will be better than SunTrust now Truist.

Posted by Lyn


I have been Trying to resolve an issue for awhile now..over a credit card bill ..i paid the full amount..and talked to Sherry Fuller and now can't get in touch with anyone..She was supposed to be in touch with me but all I get is rudeness and smart mouths from Katherine Williams in the morristown tn 37813 area..we have been harassed by 3 and 4 calls a day from foreigners.. and that is who took payments but didnt..pay on accounts.. I need to speak to Sherry Fuller.

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Posted by barb


My branch manager Liz La force was excellent. I would rate her a 10 of 10. Problems are twofold. The reason I am getting the loan is to pay off the credit card right away. The reason is it has been a nightmare for me to pay it. I have had Chase for about ten years and have never had a problem. I showed Liz what my problem was with your multilevel punch ins to pay. Two hits with chase, and it is payed. About ten minutes to pay you and sometimes that did not even register on my account.

Second problem. You did not listen to a thing I said when scheduling the appointment for signing the loan papers. I told them the problems the bank manager had with double booking appointments by your office. They totally ignored what I told them, and promptly scheduled it for the time I set without checking with the manager. Of course she was already booked. Since we have been in communication on line, she was aware of what happened.
We rescheduled and you had to resend the papers. This is very inefficient and not listening to your own people, really shows.
Suggestion. 1. Get easier access for payment of the credit card from another facility. 2. Call the manager/person you are booking with in the bank first; or have access to their time schedule in office so double booking is not an issue for your people or me. 3. Have the CEO go on undercover boss for a reality check....

Posted by JANICES


Iâ??m janices by name. I live in USA, i want to use this medium to alert all loan seekers to be very careful because there are scammers everywhere.Few months ago I was financially strained, and due to my desperation I was scammed by several online lenders. I had almost lost hope until a friend of mine referred me to a very reliable lender called Rev. John who lend me an unsecured loan of $85,000 under 2hours without any stress. If you are in need of any kind of loan just contact him now via: Iâ??m using this medium to alert all loan seekers because of the hell I passed through in the hands of those fraudulent lenders. And I donâ??t wish even my enemy to pass through such hell that I passed through in the hands of those fraudulent online lenders,i will also want you to help me pass this information to others who are also in need of a loan once you have also receive your loan from Rev. John , i pray that God should give him long life.



God bless him forever.

Posted by Lyn Lawrence


I misplaced my debit card. I called as soon as I realized it and Suntrust put a hold on the card. I called back 3 days later because I still couldn't find it. They confirmed my ID and sent me out a new card after canceling my old one. Both times I called, the customer service rep was extremely nice, patient and helpful. Could not ask for better!
Lyn Sewell-Lawrence

Posted by just me


wonderful!!! please read all of it. it was valentine's day weekend and i was out enjoying myself. it was the actual day, and i was coming home late. i knew that i needed to deposit some money into my account, plus i didn't want to carry around that much cash. so i went to the ATM to make a deposit. it was after hours, but i had used the new cash deposit feature before. i couldn't totally remember when the deposit would actually take place, but i knew i didnt want to get up early either. well i deposit the $200 cash and it accepts it, but i had more money to put in. so i hit the more cash button and place the money inside. it gives me an error message and says that the money i just added could not be accepted, and gives the money back. no problem, i'll just try it again. well...the machine times out and never goes back to any of the options. i get no reciept and the orginal $200 was never credited. WHAT ONE DA** MINUTE!! so i say to myself, maybe it takes a while to credit, so i deposit the remaining money that it just rejected. well it accepts it as i thought it would, but now theres an immediate credit. i'm like da**!! now i have to be up here 1st thing in the morning anyway to straiten this out. so i come up to the bank and speak with the teller. she tells me that she doesn't see the deposit and that i have to call the 800 #. i was pissed about that, but ok. i call the number and she tells me that she cant help me and that the bank should have handled it. so of coarse, im still sitting in the parking lot because i need my money! so i keep her on hold and walk back into the bank so she could speak with the teller. they talk and get me to speaking to whom i need to speak with. after explaining to the woman with the heavy accent what was going on, she tells me that she can do a credit for me. i say ok, kool. but she goes on to say that it wont take affect until the next business day. that's on tuesday. today is friday, some holiday on monday so yall will be closed, and i wont see this until TUESDAY!! no and maam! i need my money today!! i have the ballet tonight at the fox, and a stage play tomorrow. my girl just had my first child and i've planned this long special weekend for us. I NEED MY MONEY TODAY LADY!!! u dont take your girl to the historic fox theatre for the ballet and then to fu**ing mcdonalds for dinner!! she says thats all she can do. i say well fine, i need to speak with your supervisor. she places me on hold, and comes back and says my supervisor says it SHOULD be there tomorrow. i say "should"...what is your supervisors name? she refuses to give it to me and says why do i need it? i say because when this money doesn't show up tomorrow, i need a name to attach to the phone call im GOING to place. she says it should be there. i say i NEED A NAME!!! she says i can let you speak with my supervisor. and i say that was who you were suppose to be putting on the phone the first time you placed me on hold. so she places me on hold again. this time, i actaully get her supervisor. ms. mary, God bless her heart, tells me that she can save my LIFE!!! she explains that what she can do is give me a credit of the missing $200 until the other credit can post. this way the money is available for me to use. THANK YOU!! THANK YOU!!! THANK YOU!!! it took some work, but THANK YOU for saving a very VERY important weekend for me!! it was very frustrating knowing that the machine messed up and stole my money. but they were able to fix the issue and save my weekend!!!! THANK YOU!!!!

Posted by Loricarole


Suntrust Bank on Harrison Ave in Panama City is the nicest group of people I have ever met ! The President is so nice her name is Ms. Mclemorey she has been there forever and still looks like a teenager. The manager Deborah is always cheerful and helpful and Jennifer is like super teller. It makes going to the bank a pure pleasure. Thanks so much. Suntrust gets an A++++ from me.

Posted by dafne


I LOVE THIS BANK!!! They are awesome. I had Wachovia for years and they were just TERRIBLE! Suntrust is the best bank for customer service,and more. HIGHLY RECOMMEND TO ANYONE!
Thanks
One Happy Suntrust Banker

Posted by lutes


I recently was notified by Sun Trust that a monthly fee of $7 would be applied to checking accounts with a daily balance of less than $500. Although I maintain much more than that in my checking account, I feel those that can least afford this new fee will suffer. If I were not able to maintain the $500 balance I would definitely withdraw my account and find another bank. This is another example of the banking system taking advantage of the consumer.

Posted by Kerrie14


My husband and I have banked with Suntrust for about 4 years now and they have always been so helpful and polite. A few months ago, I accidentally submitted my mortgage payment twice through my online bill pay with Suntrust. Needless to say, this overdrafted our account. Once I had taken notice of the transaction, I was immediately on the phone with customer service. Not only was she very polite, she called Bank of America (who we have our mortgage through) to inform them of the details, then put me on the line. She even arranged for all of my overdraft fees to be returned once the duplicate mortgage payment was returned. They were also extremely helpful with submitting the documentation Bank of America was requiring. I have no negative complaints about Suntrust after the years I have banked with them.

Posted by N.WATERS


I have banked with SUNTRUST from the time they started.'I believe in loyalty,family.morals.I believe majority of people are honest and good.Im divorced and raised 2 daughters(they turned out great).I was laid-off from USPS in '08'.'The bottom fell out from under me'.7 months after lay-off,first new car I ever owned,a person T-boned drivers side,totaling it.How could things get worse? My credit was 7.4,now gone....My brother in Iraq,his wife w/cancer,I had to get 3 lil ones.I wrote everyone I owed and asked to please understand,be patient.'Everyone still came after me'.Besides brother a state away,I had no family'.'Oh wait! Suntrust! They understood,they never threatend me,or called.'Suntrust said take care of when you can.(I did in 2010).'So in the storm,the SUN came thru,and the TRUST grew"."Thankyou SUNTRUST! Thankyou for being my family and a friend'.I believe majority of people are.........

Posted by Hillaryrrose


Everyone has bad stuff to say but ive called customer service numerous times in the last one year that ive had an account with them including 5 mins sgo without problems. Cust serv is fast and clear. Eorks for me.

Posted by celine1391


AWESOME Bank! Great customer service and products!

Posted by Anonymous


Needing to rent 4 or more safe deposit boxes, I checked with your two branches nearest home. The differences in service, arbitrary requirements and customer consideration were huge.
I've dealt with both branches and others for many years; the tellers are all most helpful. Managements' approaches however are opposite. Nassawadox was most eager to please, thoughtful of customer's convenience, and seemed genuinely appreciative of our tiny bit of business. Thank you, M. E. Gladstone

Posted by Anonymous


I was set up for auto pay, yet Customer Service had no idea that it was processed. I was told that my auto payment was due and needed to send in my payment right away. I sent another voided check, the form and a payment right away. A week later, I saw that my payment (more than what was due) had been processed and the very next day my regular payment was 'auto paid', so two payments were taken out of my bank account one day apart! Thankfully, the loan dept straightened it out for me...but a ten day wait is required for them to cut me a check and send it USPS.

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Posted by Anonymous


Working for SunTrust has been a challenge being a prior CCB employee. SunTrust is NOT the small town bank. They want us to talk like Robots. Our customers say if it wasn't for us they would be gone. They do like the people in the branches and they are tired of getting phone calls about us employees to "rate us." The people in back ofc who apparently have nothing to do but make up some rules and have never worked in a branch.

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