Truist - Denton (TX)

1 /5 Shane Windham: I work in administration, which requires me to deal with hundreds of banks and credit unions around the country. We dont currently handle any insurance for Truist, but still get their customers calling about a block of their life policies which one of our now-defunct partners used to oversee. When the bank fails to tell these folks who DOES handle their insurance, we get return calls. So today I attempted calling their main CS line for clarification, where connection was dropped on their end multiple times. As a result, I phoned this local branch, where a guy picked up the call, and consistently told me Id have to keep calling corporate for help. Even when I explained the corporate line was dropping calls, or asked him to get me to someone who could try helping (to place the call himself, etc.), he simply parroted the same line over and over; fully disinterested in even knowing a phone number related to the business hes in. Most financial institutions have no trouble referencing a point of contact for third-parties which make them money (they literally hire outfits like this so that all they have to know is a phone number, and dont have to train employees on the products)--Truist fails at even clearing that low bar. Amid my experiences with FIs, they rank bottom of the barrel. You cant find basics on their website. Their emails are not responded to in a timely manner. Their CS line is atrociously automated. Their call reps are clearly working from incomplete scripts. And the branch reps are allowed to get away with leaving callers fully dissatisfied, refusing advancement to higher-ups, and so on. TL/DR: You should never trust this bank with your money or personal information.

5 /5 Kenneth Baker: I’m so glad that I invested in Truist ! It’s a GREAT bank with very amiable people on staff that actually care for their customers ! Ale & Rayna were very spontaneous and helpful when I entered recently for a simple transaction. Their genuine customer oriented attitudes shown through the hectic daily grind we all face and caused a huge satisfaction that I had chosen the right bank to trust !

5 /5 Jessica Jimenez: I recently had an outstanding experience with Truist Bank and wanted to take a moment to express my gratitude. The team went above and beyond in assisting me, especially Mr. Gaona and Alejandro, who provided exceptional customer service. Both were professional, friendly, and incredibly helpful in addressing my needs. Their knowledge and attention to detail made the entire process smooth and stress-free. I truly appreciate the effort they put into ensuring I had a positive experience. Thank you, Mr. Gaona and Alejandro, for your excellent service, and thank you, Truist, for having such dedicated professionals on your team!

1 /5 Eliezer Hernandez: Every time I go to this branch, there are multiple people who are living behind the ATM who are always approaching vehicles asking for money, while customers are in the middle of their transactions. Customers are unable to safely use the ATM & night drop because there are people living right under the night drop. There are used needles and condom wrappers near the ATM (not pictured due to graphic nature). There needs to be something done about this to ensure the safety of the customers. By the looks of it, since this location has been this way for months, TRUIST does not make their customers safety a priority.

1 /5 Shawarma World: Ive been a client with this bank since 2022 as a business account. The guy who was responsible for my account was named Hossam Shannak. One day he told me about their merchant service. After couple conversations he convinced us to sign up with their merchant service, if I got the equipment from one of the third part companies they are dealing with . I agreed based on the fact that he said they will cover the cost of the equipment. After that, the bank reached out to me through Hossam telling me they only can cover 50%. I still agreed, since I would still be saving money. I paid the full price and waited for my refund. I call hosam regarding my refund just to find out that he quit and moved to another bank. He gave me his boss name and contact info, Jose Gaona, the manager of the branch and he said Jose should be up to date with all the details. Jose asked for my invoices and said Im working on it. Today, after 2 months, Jose calls me and said we are sorry refund has to be done within 30 days of the purchase date. He said they are sorry, I have to pay the full price. I submitted my request for the refund well in advance of the 30 day cutoff. They are a group of unethical people that do not respect their words and their clients money. When your employees quit, it is someone else responsibility to pick up remaining work. Im dealing with a bank, not with individuals. When I told the manager he should be responsible for pickup the incomplete work, he got upset. Yes sir, Jose Gaona, you are the one responsible for that based on your employees words, especially since he was under your direct training.