Personal banking

Know what to expect as your SunTrust personal banking products and services transition to Truist. Use this guide to keep you informed—and give you confidence in a smooth experience.

Know about changes

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For now, you can expect very little change to your accounts and the way you bank. We’ll keep you informed every step of the way as we make the full transition to Truist.

Watch your mailbox and email (if you already bank with us online) in the coming months for more information. We don’t want you to miss a message, so take a moment to sign in to online banking and confirm that your contact information is up to date.

Checking, savings, money market, CDs, and IRAs

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Good news about deposit account numbers! There will be no merger-related changes to checking, savings, and money market account numbers. And more good news—we also won’t be changing the routing numbers related to these accounts.

What this means for you:

  • There's no need to order new checks or deposit slips, so continue using these as you normally would.
  • Your direct deposits will continue as usual.
  • Automatic drafts that use your account number and our routing number will remain unchanged.
  • If you currently use wire services, no changes are required to your wire instructions (account number or routing number).

SunTrust clients – You’ll receive new CD and IRA account numbers in early 2022. We’ll contact you ahead of time and guide you through the process.

BB&T clients – There will be no merger-related changes to your CD and IRA account numbers.

If you’re a current online banking client who’s been active within the past 90 days and have transitioned to the Truist OLB and Mobile, you’ll receive this information through your online banking account. Otherwise, we’ll send you the information in the mail at least 30 days before we make any changes that affect your account.

The information will outline any applicable changes to product naming and fee structures.

You may receive multiple communications if you opened a new SunTrust deposit account or made changes to an existing SunTrust deposit account after September 10, 2021. You may also receive multiple communications if there are different owners on multiple accounts in the household.

Debit cards, prepaid debit cards, and Delta SkyMiles® debit cards

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SunTrust clients – If you currently have a MasterCard®-branded SunTrust Debit Card or Delta SkyMiles Debit Card, you’ll receive a Visa®-branded Truist Debit card or Delta SkyMiles Debit Card in early 2022. Debit cards linked to savings only will be replaced with ATM cards. Your new Truist card will have a different card number, expiration date, and 3-digit security code but your PIN will stay the same.

You’ll receive only one Truist debit card per client associated to your primary Truist deposit account. Multiple cards per person linked to one account will no longer be issued.

You’ll receive more information in the coming months, including activation timing and changes to existing accounts.

BB&T Clients – You’ll receive your new Truist Visa debit card when your current card expires.

We’re excited to announce that Deals will continue. Be on the lookout for an information packet in the coming months with all the details.

Credit cards

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Yes—you’ll receive your new Truist credit card at a later date. We’ll send you an information packet in the coming months with details on changes to existing accounts. In the meantime, you can continue to use your current cards with all the features and benefits you have today.

We’re excited to announce that Deals will continue. Be on the lookout for an information packet in the coming months with all the details.

Good news. You'll continue to earn rewards as applicable to your account, as you do today – redeemable for cash back, gift cards, merchandise and more.

Branches and ATMs

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There’s a lot to love about this transition. For starters:

  • Use your debit or ATM card right now at any BB&T or SunTrust ATM to make cash withdrawals—with no ATM fees. Continue to bank as you normally would—exciting improvements and benefits are right around the corner.
  • Get more done with greater ease. A number of ATMs will have a contactless card tap option, and you can change your PIN right at the ATM if you’d like.
  • Over 3,000 ATMs are now available to you within our Truist market.

If you currently have a BB&T or SunTrust safe deposit box, it will become a Truist safe deposit box. All terms and conditions set forth in your Safe Deposit Box Lease Agreement will continue to apply. Truist will provide an annual safe deposit box billing notice or pre-note which discloses the rental price. If your current safe deposit box rent is automatically deducted from your checking or savings account, that arrangement will continue. 

Please note that your annual rental price with Truist may change at the time of renewal. Contact your local branch for additional information about safe deposit box price changes.

You can continue to use your BB&T or SunTrust branches and ATMs during our transition. We’ll be rolling out Truist branding updates—including temporary signage—to branches, ATMs, and printed materials from May 2021 through March 2022.

We’re planning for a limited amount of ATM and branch downtime during the transition to Truist. Your ability to make deposits at SunTrust ATMs could be interrupted during the two weeks prior to transition weekend. Know that we’re working very hard to minimize any disruption to services.

Truist products are available in BB&T branches and will be available in SunTrust branches in early 2022.

Online:

By phone:

  • Call BB&T at 844-4TRUIST (844-487-8478)
  • Call SunTrust at 800-786-8787

Online and mobile banking

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You’ll need to sign in and accept new terms at Truist.com to begin exploring new and enhanced features. Please visit online and mobile banking for additional information.

FDIC coverage

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Your deposits at Truist will continue to be insured by the FDIC up to the maximum amount allowed by law. Any deposits you held separately at BB&T and SunTrust prior to the date of the merger will continue to be insured separately for a period of six months from the merger date. Any deposit made to an account you open on or after the date of the merger at SunTrust is a Truist deposit for FDIC insurance purposes. Certificates of Deposit (CDs) are insured separately for six months from the merger date or until maturity, whichever is later. In addition, if you have a CD that is renewed for the same term and amount during this six-month transition period, the CD will continue to be insured separately until the next renewal date. After the six-month transition period, your deposits at the former BB&T and the former SunTrust will be added together for the purpose of determining the amount of your FDIC coverage at Truist. Your total deposits at Truist that are in the same ownership rights and capacity will be insured up to $250,000.00. If you have more than $250,000.00 in total deposits at the combine banks, you may call the FDIC directly at 877-275-3342 for more information about how your funds may be insured at Truist.

Fraud protection

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Protecting your information and identity is our priority. We’ll never send unsolicited emails, phone calls or texts asking you to provide, update or verify your personal or account information, such as passwords, Social Security numbers, personal identification numbers (PINs), or credit or debit card numbers.

If you receive an email that appears to be from BB&T, SunTrust, or Truist and requests confidential personal information, ignore the message and report it to us at InternetFraud@BBandT.com.

Lending

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Yes. We recognize that your lending needs will continue to evolve—so we’ve selected the best features from our existing products as well as new offerings to support your changing needs.

Lending account number(s) will only change for SunTrust clients in February 2022. We’ll be sure to give you all the information you need as the changes occur.

Mortgage services

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Your mortgage account number, the terms of your loan, your payment amount and due date won’t change as a result of our transition to Truist. Keep in mind, ongoing loan servicing activities such as escrow analysis will continue as normal.

I am a SunTrust Mortgage Client

In-person mortgage payments at a branch will be unavailable for a short period of time. Between February 19, 2022 and March 4, 2022, we’ll be upgrading our systems. As a result, we’ll be unable to accept in-branch payments during that time. Other payment options will be available for you to make your mortgage payment:

  • Pay online: For online and mobile banking, download the Truist app from the App Store or Google Play
  • By phone: Use our automated payment system by calling 800-634-7928
  • By mail: P.O. Box 79041, Baltimore, MD 21279-0041

Beginning March 1, 2022, the address for submitting Qualified Written Requests, Notices of Error, and Requests for Information is changing to: PO Box 3307, Greenville, SC 29602.

I am a BB&T Mortgage Client

From March 1 through March 4, 2022, we’ll be upgrading our technology. During this time, you won’t be able to access or pay your mortgage online, at our branches, or via call centers.

Depending on how you pay your mortgage, additional impacts will apply:

  • Mailed payments: If your payment is received between March 1 and March 4, 2022, it will be processed after March 5, 2022.
  • Payments made online, by phone, or through an agent: Plan to make your March 2022 payment either by February 28, 2022 or after March 5, 2022.
  • In-branch payments: We won’t be able to accept your payment between March 1, 2022 and March 4, 2022. Beginning on Monday, March 7, 2022, we’ll be able to process your in-branch payments.

Note: Any payments (scheduled online payments or mailed) received between March 1 and March 4, 2022, will be credited to your account as the date of receipt.

Monthly statements will replace coupon books beginning April 2022. To protect your account information, safely dispose of your coupon books and start using the payment coupon attached to your statement. Truist mortgage payments should be mailed to P.O. Box 79041, Baltimore, MD 21279-0041 as indicated on your statement.

Starting March 7, 2022, if you need mortgage documents that aren’t available online, call Mortgage Client Services at 800-634-7928.

Most of our transition will be seamless and require no action.

If you need to take any action regarding your mortgage loan, you’ll receive a direct communication via US Mail from Truist indicating the action needed. If you have any questions about any communication you receive, call us at 800-634-7928 for SunTrust or 800-295-5744 for BB&T.

Additionally, all of our clients will be sent a "Welcome to Truist" communication by February 2022. If you do not receive a welcome communication by mail or e-mail, more information is available here for BB&T clients and here for SunTrust clients.

All of the familiar ways to pay your mortgage will be available to you.

Pay online: Sign in to your account to set up new online payments. Here you’ll see multiple payment options, ranging from a one-time online payment, to setting up recurring payments that are automatically drafted from your deposit account.

Pay by mail: All payments due on or after March 1, 2022, should be made payable to Truist. The new mailing address for payments is Truist, P. O. Box 79041, Baltimore, MD 21279-0041.

Pay by phone: Use our automated payment system by calling Truist Mortgage Client Services at 800-634-7928.

Of course, you can still visit a local branch or call us to discuss questions around your payment options.

In the event that the posting of your payment is delayed due to our transition to Truist, rest assured that we won’t report your account as delinquent to the credit reporting agencies during the transition period.

Call BB&T at 800-295-5744 – Monday through Friday, 8:30 am to 7 pm ET

Call SunTrust at 800-634-7928 – Monday through Friday, 8 am to 8 pm ET, and Saturday, 9 am to 3 pm ET