I had what should have been a simple business banking relationship with the Truist branch in Stephens City, Virginia, and it turned into one of the most frustrating experiences I've had with any financial institution.
Due to unclear billing (no actual invoice, just statements), I missed a small annual fee on a business line of credit I wasn't actively using. Once I realized it, I made multiple attempts to pay it--only to be blocked by their system. I could see the account through my personal login, but couldn't take action because it required a separate business login that I was never properly made aware of. It took repeated attempts and back-and-forth just to figure out how to access my own account.
Instead of helping resolve something that should have taken minutes, they revoked the entire line of credit. Their "solution" was to start over--credit pull, tax returns, full underwriting--with no guarantee of approval.
This wasn't a credit issue--it was a systems and service failure.
The bigger issue here is the complete lack of communication, confusing systems, and poor customer experience. This could have been resolved easily. Instead, it turned into a drawn-out mess that ultimately cost them a client.
I've since decided to close both my business and home equity lines of credit and move to a bank that actually values its clients.
If you're a business owner looking for reliability and clarity, I would strongly suggest looking elsewhere. read more
