![]() ![]() Issues raised in complaints on Twitter and Facebook have run the gamut from inactive and missing debit cards to nonoperating ATMs to difficulties using certain features of mobile and online banking. The company said there were “no broad system issues” and apologized to those affected, saying it was “deeply sorry for the stress and frustration this caused.”įor some customers, however, the challenges created by the integration have been hard to bear. According to a letter Truist sent to customers in March, “a small subset” of the company’s clients “experienced challenges,” such as having trouble activating debit cards and enduring unusually long wait times, in the days that followed the conversion. 18 call.īut when the switch finally happened, there were snags. “The momentum we have going into 2022 - combined with being ‘one Truist’ across all dimensions, technology, digital, brand, products, process - gives me great confidence in our performance and potential as we make and complete this pivot,” Rogers said during the Jan. At that time, he expressed optimism about the actual conversion. In preparation for the final systems conversion, Truist conducted two “successful dress rehearsals,” one in December and another in January, CEO Bill Rogers told analysts during the company’s fourth-quarter earnings call. ![]() “My commitment, though, is that we will not rest until every client is satisfied.” “Our team did an incredible job in resolving client challenges with urgency and with a view toward long-term client and teammate experience improvements,” Truist CEO Bill Rogers said during the bank's April 19 earnings call. And it transitioned legacy BB&T customers over to Truist’s new digital system. It moved Truist Securities and its wealth brokerage and wealth trust units onto new platforms. During a nearly two-year period, Truist closed branches, shrank its back-office space and upgraded customer contact centers, ATMs and digital payment systems. Still, not all of the integration work was stalled. But the pandemic forced Truist to delay the project as information technology staff and other vendors prioritized essential tasks such as setting up remote-work capabilities, rolling out the Paycheck Protection Program and helping customers get access to branches where lobbies had closed. The strategy went something like this: evaluate each company’s existing technology inventory, pick and choose the best components and discard whatever remained while building digital channels for mobile and online banking applications from scratch.Įarly in the integration planning stage, the final systems conversion was expected to happen in mid-2021. It was also the culmination of a painstaking technology integration that Winston-Salem, North Carolina-based BB&T and Atlanta-based SunTrust began planning more than three years ago when their blockbuster merger was announced. It involved shifting nearly seven million legacy SunTrust customers to the new Truist digital system, rebranding 2,000 branches and installing approximately 6,000 Truist signs across the company’s footprint. Truist’s final systems conversion was, by all accounts, a massive undertaking. “But my experience with Truist has been universally not good.”Ī detailed - and lengthy - integration process “I do not want to spend time, effort or energy finding another bank,” said Lisi, who also has some personal accounts at Truist. But he’s now looking for a new bank, he said. Lisi, who opened a SunTrust business account in 2007 when his company expanded to Atlanta, did not wind up filing any complaints against Truist. “It’s been extraordinarily frustrating and confusing,” said Branden Lisi, a small-business owner who was on hold for hours trying to order a business credit card for one of his store managers. That’s up more than 81% from the number of complaints filed in January, and more than 120% higher than the number filed in March 2021. In March, the Consumer Financial Protection Bureau received 527 complaints against Truist, according to the agency’s consumer complaint database. ![]()
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