SunTrust Banks review: Customer service

Payroll changing bank accounts is a very frustrating process. The form is very confusing and hard to submit. They only respond by email. Waiting to speak with them on the phone took 45 minutes of hold time. I spent 5 hours of my life gone 5 hours I will never get back most of which was on hold to speak with someone in payroll. I began the process of changing the accounts on June 16th and finally resolved the issue on July 6th.

The merger and problems it has caused with personal and business banking! We have lived either 6 or 9 miles from the 2 nearest SunTrust branches (we live in the "country" so to speak, rural setting). When the merger began one of the 2 branches was closed and we were referred to the "Truist" branch nearby which used to be a BB&T. I was told by the still existing SunTrust bank to go to the Truist bank, formerly BB&T and request a key for the drop box so that we could continue to place our deposits in their night drop. When I went to the bank in April of 2021 to request the key I was told we could not make any deposits there for a year and they would not give me a key. I went by 2 separate times. Finally, I went back to the SunTrust location and told the manager I could not get a key he called and made sure that I could get a key. I got that resolved. However, I did not get the ATM issue resolved. We used the ATM at the now closed SunTrust location for single quick deposits. That I confirmed would not be working for another year January of 2022. The problem is that leaves me to only use the ATM SunTrust bank located at 27 Broad Street Road, Manakin-Sabot, VA 23103. Now this is the comical part. I can only use that branch ATM if it has not rained, yes I typed that in correctly, I can only use the ATM if it has not rained! You see that branch has an archaic dinosaur of an ATM machine. It has no cover it is the old kind with the buttons that if they get wet they do not work so the machine just shuts down. They have measured at that location 7 different times for an awning to cover the ATM and have yet to put one up or make any changes to fix the problem! Hilarious to me in this day and age that you have to check the weather to see where you can bank!

I will say this about that location, the workers there are the best! They are like the old fashioned branches I remember as a kid going with my grandmother to the bank and they would address her by name before she even approached the counter. They know my family members and ask how they are doing. They help me when I have a problem quickly and courteously. If they cannot help me they will try to get someone on the phone who can help me or help them to fix my problem. If SunTrust/Truist shuts that location down I will move all of my accounts business and personal. That branch is the only reason I am staying through all of this merger upheaval. We chose SunTrust many years ago because of this branch and how they made us feel like they were still personal and local. We left Wells Fargo when they took over Wachovia which we had been with for decades because they became so institutional and we heard the phrase, "Sorry, bank policy, nothing we can do about it." or "It is out of our hands" or "You will have to call or email this department to handle that issue.". In an age where everything is so big, impersonal and computerized I am happy there is still a small personal bank in my neighborhood that knows my name and cares that I still bank with them and will treat me like their #1 customer even when I know I am not their only customer and certainly not their wealthiest. Thank you guys at Manakin-Sabot SunTrust bank! Just get a new ATM machine! or at least an awning so I do not have to drive all the way in to Short Pump Traffic to use the ATM! Seriously!

Chris, I told you I would let corporate know you need a new ATM or at least an awning! You are the best branch by far they need to acknowledge that and acknowledge that you hold some of the most loyal customers as well as employees in the area!