I purchased a new vehicle on a Wednesday. The dealership finance manager told me that Truist was…read moretotally paperless and that I had to go to their website, locate my account number, set up my online account, and set up the payment cycle. After visiting the Truist website and reading the online reviews, it made for a truly depressing weekend. This being said, Monday rolls around and I decide to call Truist customer service, as no lending institution I've ever dealt with just throws money at you and then expects you to fend for yourself to get them repaid. My point, the dealer finance manager was incorrect. Calling Truist, it took me a couple of verbal "customer service" requests on their automated line to get a live person. After explaining my situation to their assistant, it was clear that any issue I had was, at least at this point, totally dealership related. Truist account service agent Cheryl (based remotely in Florida) was outstanding. First off, she was very patient and spoke clearly and fluently (greatly appreciated in today's typical outsourcing environment). Cheryl was able to locate my auto loan account and walk me through the entire online process to arrange for autopay with the option to make additional principal payments. While my experience thus far has been in direct contrast to other reviews that I've read, I'm a happy camper for now. Cheryl is a true ambassador for Truist, and their banking website was pretty straightforward once I received the proper guidance. Time will tell, but for now, all is well.

I have been a customer of Truist since before it was Truist--when it was BB&T. When it was BB&T,…read morethe staff in the branches were fantastic! You called them directly when you needed something and you got to know them and they were so helpful. I had my account hacked back then, and BB&T was Fabulous! Expedited a new card-- just so helpful!! Well, now my bank is Truist--the branch staff are mostly fine--but not particularly helpful or caring. The out of the country phone staff are fine--but there can be language barriers and it' just not the same feel as before. I had a horrible experience about a year or two ago--card hacked--new card sent--it did't work, so they sent me another one--it again, didn't work, and we went around and around for 2 weeks trying to get it fixed. I should have gotten a new bank then. Now I am going on my first vacation in a decade, to the Bahamas! And, of course, my card was hacked on Friday. When I called in, I asked for the new card to be expedited, so I would have it to leave the country--not everyone takes the temporary cards. Nope--not unless I want to pay $30. BB&T didn't charge me. Bank of America, a different bank (setting preceden) didn't charge my friend a month ag when this happened to her. In an age when Amazon can deliver stuff THE SAME DAY (sometimes!), I can't get an updated Debit card for 5-7 bus days?!?!?! But No, a customer for 25+ years, asking for a one time expedited card--turned down without ceremony. I know that customer service is dying--but let's bring it back. Don't be rude or awful to the reps--it's not their fault--but let's all drop Truist!! Bring Back Customer Service!!