Truist Chain Bridge Rd, Mclean

Customer service going from Suntrust to Truist has changed. With Suntrust, all my accounts were linked, I had automatic overdraft protection, and I could transfer money between my accounts with the app or online. When I had a more complicated question, the fastest route was to call the 800 line and get connected within 6 minutes. NOW, my accounts are not linked, overdraft protection is not automatic, and the text alerts I enabled on my account are not working. The 800 line is useless, should you have the fortitude to persevere on the phone for an hour to get connected to a person. The best recommendation for help from the 800 representatives is to go into the branch. I can't fathom the business decision to send people physically to the bank to get questions answered: it seems like that would be more costly for the bank than the call center option. I find it less convenient for me, since I have to make the trip and wait in the lobby to get help now, instead of being able to multi-task and get things done at my desk while I call in. The people at this branch are friendly, competent, and willing to help. Good branch, though I haven't found the time to go in and try to link my accounts, nor to address the overdraft, nor to address the text alerts. I went in to get my app working, in the brutal 2 weeks after the switchover when my accounts were not available. Seems silly to go to a bank to get your app working but that was what had to happen and it worked. The issues have arisen one by one since the bank has switched over, and solving the issues lags their appearance by more than a month, since I have to clear time during banker's hours to go to the bank, in order to re-secure a service that used to be automatic. The larger bank has changed, dramatically, and reduced its convenience.

This branch was amazing! I had to do an auto loan pay off and sell the car and Mr. JJ Ortuno was extremely helpful through the whole process, even looking everything up for us and certifying all the documents. Made the process super easy. Thanks for the above and beyond service!

Now that Truist has taken over this branch, service is completely unacceptable. The transition went so poorly they corrupted my data. I waiting for 2 hours on hold for customer service twice, ending with a disconnect. The people in the branch were unable to fix it. I closed the account today and I am celebrating by leaving this review.

This place has made many mistakes - “missent” the wire transfer to pay for my wedding’s caterer, applied mortgage payments to the principle instead payments, repeatedly blocked legitimate debit card transactions as fraud even when I called, and failed to remove contact information of another person from my account despite so many requests. The final, most shocking straw was at this branch earlier this week, when an anti-vax employee tried to convince my family not to get the covid vaccine. That is both very wrong and in no way related to banking. I am no longer a customer.

I stopped in to make a simple deposit. Both tellers were helping one customer for over 10 minutes while I stood in line without even an acknowledgment that I was there. Very poor customer service, do not recommend it

They kept on switching tellers . They gave me 100 dollar bill with pink dye . Highly unprofessional

The staff and specially Ryan the branch manager have done a terrific customer service and client care Ryan the manager , he actually does care for the issues and problems and does whatever he can regardless of how time consuming it could be , he will resolve it

Great service every time I have to go in to the bank

Nice people, all my buisness there went without a problem.