Truist W Broad St, Richmond

Firstly, I apologize ti the branch manager of this location, because you cannot review your call center. Our mortgage was just purchased by Truist. I called to get some questions answered, waited on hold for over an hour and had to hang up. I understand in the current economy it’s so tough to find people- but an hour is unacceptable. I’m not sure how to carve time out of the day if this is the amount of time it’s going to take to get assistance. If someone is willing to respond to this review and get me in touch with someone who can help, I’ll kindly edit it. Not very impressed off the get go with your company. Seems very new to the southeast and I hope for your companies’ sake that others aren’t having the same experience

Friday evening … seven people in line … one teller. Line not moving fast. And this is one of several reasons I’m here closing my accounts. I was very happy with SunTrust, but the merger really messed things up.

I've been with Sun Trust ever since I was 18 years old. When I started with them they were State Planters Bank at Forest Hill and Chippinham Pkwy. I'm now 72 years old. They have handled my money all that time. Not saying everything is perfect all the time. We are all human. We need to be patient. They will do a great job if given the opportunity. Emmett

this branch is super customer friendly. needed a scheduled appt with banker to be changed and had specific date I needed a process to be complete. Melanie from this branch learned I couldn't get the service I needed in the time frame i needed.She took the initiative and time to contact the next closest branch and verified they could provide the service at the time we could make. She then called me with the info about who would help and the phone number. This is excellent customer service

Slow. 30 min in drive thru.