Truist Forest Hill Ave, Richmond

I called from dealership to get loan rates/ young lady who answered did not give her name, would not transfer me the banker, would not give me the current auto loan rates and suggested I would be better off calling a different branch. I asked multiple time to go and speak with the banker to find out the rates, because she should know where to find this information and I would call back. I called back and the same young lady told me to call another branch for help that they were too busy to help me. On the second phone call instead of asking for my name or account number she asked me for my social??????? This is my local branch, I shouldn't have to deal with another branch, this is the branch I have a phone number for and who has people I know and have banked with. Who are quickly loosing my trust after this incident and another previous and recent incident with the banker embarrassing/calling attention to "how much" money I was depositing and stating that I "must of had a busy weekend". Which was insulting as well as uncomfortable. I will be moving my money to another institutions at this time for the total lack of customer service. I have worked with the more professional ladies who were a pleasure to work with and will miss them. After working with the one younger lady I have lost my trust in this institution.

When a problem arose with a medical billing service that I had paid using Suntrust’s online bill pay, I tried for weeks to resolve the issue. I finally gave up and walked into this Suntrust branch. The Suntrust personal banking officer was amazing. She took over the issue, dealt directly with the medical billing service people, and got the problem fixed! I was so grateful for her prompt and professional help.

I was a newbie in the drice thru this morning, and the lady was so sweet. I wish I got her name but shes great. Even gave me lollipops to make the day sweeter. Thanks!

The company needs to improve technology and processes for better customer experiences.