Truist W Cary St, Richmond

Excellent banking experience from a manager and staff who, even being very short staffed, work hard to make me feel comfortable having my money in their bank. Unfortunately in 2022 this branch has lost all my respect. The branch manager was let go and the new manager and staff totally suck. They are rude and when I tried to schedule an in store meeting to ask about the switch to Truist I was told my account doesn't matter to them. Definitely NOT the way to inspire trust!!! I now use a different branch.

Drive Thru is usually ok. Now that the store is open I like to go in because I need lots of change and small bills. Getting bills and change is apparently harder in store than it is in the drive thru, yet they tell you to come in for large exchanges. I've gone in now 5+ times in the past 2 months and it has been longer to wait than going through the drive through- with no one at either the drive thru or in store. I actually prefer this store over many of the others in the area, but I may have to go elsewhere because of the speed of processing simple transactions.

In my experience I could not rely on this bank to support me when I reported a fraud incident. Now initial call center and fraud team calls are being answered by non-US people who go by the name of Sue and Bob, but cannot help with fraud. I pulled my money and left this bank due to the terrible experience.

Every time I come here it takes over an hour. The staff is very rude and short. It seems like if the don’t know what to do they just refuse to do anything. I am baffled at how hard they make it access MY money. I come at least once a week and they claim to have some excuse for why I can’t, I wait 20 more mins, and then they cash it. I don’t know what’s going on at this branch but it is awful. If I wasn’t stuck here for business reasons I would bank somewhere else in a heartbeat. Never have I received such bad bank service.

I have not encountered a staff member I do not like at this branch. Everyone is super polite and friendly, even when I rush in at ten minutes to closing time. Holly is especially awesome. She's personable yet professional and has given me some really helpful financial advice since I started going to this location this past winter!!

Sonny Acosta at this branch is a total piece of sh*=t! he questioned my brother and I about why and how we were spending our money and refused to give us a cashier's check because he didn't feel comfortable. We will be switching banks asap.

I made an appointment and it was super quick and easy. Very nice people too.

I have visited multiple locations and this one hands down is the absolute best. Quick, friendly, and professional staff. Never have had any issues.

Nice staff but always VERY slow. Could use a few more people on hand to ensure prompt service.