Truist S 17th St, Wilmington

My first One star review. Ever. The lack of customer service is beyond anything I have seen. We sat in the lobby for 40 minutes waiting for a banker to get a mistake made by a teller fixed. Whenever the bankers came out, they avoided eye contact. The tellers never recognized anyone waiting and as a result we saw 2 people waiting with us just walk out. The Branch Leader never once came out of her office even with a full lobby. We finally got someone's attention and they curtly explained that they were seeing reservations. The only bright spot was the teller Karen who tried to help us when we were already exasperated. Truist needs to look carefully at their employees and create a customer service flow. The Pine Valley branch is truly lacking and it has to be costing the bank money. They marketing signs about caring are in complete discordance with how this branch is operated.

After my father passed away there was an auto draft out of his bank account that no one had access to. When the mail showed up over a week later to let us know. We went to this branch to make right on the monies, but they had charged $36 a day for 8 days. Explained this to Michelle Bryan and asked if they could at least waive some of the fees due to the circumstances. Not only did she refuse or even try to help, but she was extremely RUDE about it all. Acted like a queen on a thrown and stated she couldn't even talk with me because I wasn't on the account. I explained later when she finally stopped her rant that I had 5 of my accounts with the same bank. Long behold she was willing to take my money to make the account current and close it. If I had more time and not so much going on, I would move my mortgage and shut all my accounts with this low life bank. It was alot better when it was just BB&T and the customer service reps were all very nice and helpful. I guess the merger got rid of all the good workers too. I do hope that if Michelle ever has to deal with the death of a parent people are alot nicer to her then she was to us. Henry Family

After 41 years of living in Wilmington NC , this bank by far is the worst and most unprofessional in my opinion. Since it turned to truist it’s only gotten worse. I watched the woman in front of me get treated very badly and my turn wasn’t any better. Making a payment with cash as always. Told me I couldn’t , I have to go home and get my checkbook because a bank won’t take cash ?!!! Way to go, running off one customer at a time. Maybe you guys should rethink your system on customer communication and not taking cash seeing as you’re a bank.

This branch is a complete joke. The deposit feature has been out of service on their machine for weeks. They don’t answer the phone & the drive through doesn’t open when the website says it opens. Their hotline is a 50 minute wait to speak to a human. I truly dislike Truist. I chose BBT for a reason. Truist has ruined everything that BBT was. Pitiful.

They charge $8 to cash a check written from one of their customer’s accounts. Sometimes you need to cash a check if it’s large because depositing it will cause a hold. I opened one of their free online savings that I never use simply to be able to cash something for free. I feel that their customer service skills are also lacking.

Worst bank to go to. I waited in line at the drive thru and I was second in line. I waited 15 minutes behind a van that send stuff back four times. Once I finally got up there, I put my stuff in and sent it up. I had two checks that needed to be put into my account. She sends back my stuff and when I open it, she didn’t even do anything with one of the checks. I sent it back saying that there was another check in there that needed to be deposited as well. Worst customer service. These people have access to my money and I think they should be a lot better about being faster and more sufficient. I’m really thinking about moving banks after having to deal with everything time after time. Will Never be back to this bank ever again.

My mother moved to Wilmington from Myrtle and she had some problems with her account. We went to this branch and April was so helpful and she got everything squared away for us. Everyone else was helpful and pleasant as well.

This is the worst bank in Wilmington, I can’t speak against BB&T/Truist as a whole but this particular branch is full of the rudest staff I’ve ever seen. It becomes clear when you meet with the manager why the staff acts out the way the do. The branch manager is incompetent and rude at best. It feeds into the rest of the team. Never again. Pull your money out of BB&T/Truist if this is how they manage their branches.

They severely lack customer service. They are rude and condescending and serve a 0 star rating.

Jan & the ladies up front are very nice & helpful to the extent of there job. If you have bigger issues, the management staff here is a joke. First you get the joy of sitting with Shohreh, who is just there to read index cards and make you feel good. Once you leave don't expect a call back or her to work on your issue. So then you move up the chain to a Lily ( Branch Manager ) BUT she won't return calls, return emails, or even come out of her office to speak with you when you make the trip to the branch. I know she was there and no one in her office, nor was she on the phone. So the shes busy excuse is also another lie she will have the front counter girls tell you. If you have a major issue & want problems resolved in Wilmington, I suggest you visit the Branch downtown. They handled an even bigger problem I had in the span of 1.5hours without me even leaving branch. Update: To add to the Mayham at this branch, when I was out of town Saturday another one of the managers debited my account for $1400 by "Mistake". Then took multiple phone calls on Monday to figure out what it was, why it happened, and when my money would be returned. Im surely glad these people aren't airplane mechanics or we'd all need parachutes. Not good for your reputation with the meger of "TRUIST", I'm pretty sure Sun Trust holds there managements to alot higher standards then this. I will mention Christina is the one that finally figured it out even if it took longer then it should've to get answers. Once again nothing as far as apology from the Branch Manager ( Lily ), instead she tried to finally email me defending the first bad transaction with no knowledge of this incident.