Truist Mobile 4+

After changing from Wells Fargo

Everything about dealing with your people has been pleasant and comfortable. Several things will never follow through one of them being when I go into my online checking I would like to be able to use my finger print and I went to a great deal of trouble talking to someone on the phone in order to get this to happen however, I still have the tedious nonsense of writing in my password every time I want to use my online banking.

Another serious change that was not for the better, leaving Wells Fargo. If I wrote a check for more than I had the money in my checking account…savings did not automatically transferred over. It never occurred to me that that does not happen with TRUIST and I had a horrible experience were six different situations exploded in my face because the money was used up in the checking account and yet my rent was taken out automatically. That would never have been a problem at Wells Fargo. It should not be a problem with you since I have $700,000 sitting in the next room which belongs to me and yet I didn’t even get a phone call or an email telling me that I was going over and I went over in six different areas the same day.

If you can change my account in such a way to make it as comfortable for me as it was at Wells Fargo, I would like to have you do that. I would be pleased to come into a branch if I have to be thereto make those changes. Arlene Charest

Developer Response ,

Hi, Arlene. We're sorry you’re experiencing this issue, but hope there’s a quick way to resolve it. Please email us at truist_mobile@truist.com and reference case #45064139, your name, preferred contact method, and a brief summary of the issue. Be sure not to include personal account information since email is not a secure form of communication. Thanks, CB, Truist Mobile

Response

A lot of sign in issues and glitches should have been resolved before the transitions/merger CUSTOMER SERVICE IS PATHETIC I WILL BE CHANGING BANKS SOON IF THIS DOES IMPROVE I am a member of a credit union which provides much better service and customer service. I could not sign in to my BB&T account the date the switch over occurred. I waited on the automated service for 1:45 minutes and was hung up on on the date the switch over occurred by your customer service representative. She did not view me as valuable customer She was angry and needs coaching to understand her role as a bridge to resolve issues customers experience. If she does not like performing her job duties she should seek employment performing a different job function. When calling the customer service number after hours I have had difficulty getting to speak with anyone this was as recent as Friday, September 17, 2021. This seems to occur when there are issues with online banking When ATT purchased DirecTV this is the exact way customers were treated and now it is struggling to survive. I was a customer until ATT took control. I found a better provider. I am contemplating taking the same action here. I have a business account, home mortgage, personal account with (BB&T) now Truist, if I continue to have these issues I am leaving. Thanks for the opportunity to share my experiences Michael Warren

Developer Response ,

Hey, Michael. Thanks for sharing your feedback. Feel free to reach out with any additional comments or suggestions by emailing asktruist@truist.com and reference case #32691879.

Horrible

Truist truly was not ready, this app is such a disappointment. In addition to being forced to switch from my Suntrust app this app rarely works, the layout, design and ease of use are terrible. Each time I access it there is a message in app that says the service your requesting is not available. I have used my Suntrust debit card for years to receive and send funds via Cash App. After being forced to switch to Truist, I was unable to receive or send money using Cash App. The error said your card is not allowing deposits please add a new card. I had to call Suntrust the rep initially told me to contact Cash App, I told her the problem started as soon as I was forced to switch to Truist. After going back and forth with her she said she refreshed my card which corrected the error with cash app. I tried to send money from cash app today I’m getting an error saying your bank declined this payment please update your card. Not only that, but I attempted to use my debit card in the grocery store yesterday and it was declined. I have used the same card for years. We were assured there would be no interruptions in services, but for me that clearly has not been the case. Truist you need to go back to the drawing board.