Truist Rolling Rd, Springfield

A great example of why bank branches are closing. Workers are nice - manager would have to work harder just to be worthless. I went there Friday for them to notarize a document. The manager came out and told me the Notary wouldn't be there for a couple of hours, to come back. I asked while I was there could I get someone to straighten out my accounts? No. You will have wait a few weeks. With the merger everything is all messed up. ( I should have realized then she was of no value). So, came back 2 hours later. The poor notary was sitting there with two people & hold music on his phone. He came over and asked if he could help. I showed him the document. "Hold on" He went and asked the manager if he could notarize legal documents. "No". This was the same manager who told me to come back 2 hours later. He apologized and gave several helpful recommendations where I could get the documents notarized. She didn't even get up from her desk.

The employees are all super super nice, even the managers are nice, but this place functions like some sort of upsell, sales Centric place. Got to cash deposit? You can only deposit cash in another account if you have an account. Want to cash a check from somebody? They will make it as difficult as possible. Tremendously inconvenient policies in this bank, my girlfriend has an account here and I've wanted to open one but there's no way I'm going to go to this dumpster for the things I need.

Monica, the branch manager, made this experience SO painful. Just look at the other reviews. Somehow, she made grieving the loss of a loved one WORSE than before coming to this branch for "help". I implore you to go to any other Truist branch because you will surely waste your time here.

If I could give 0 stars I would solely based on the manager Monica. I am long time customer of SunTrust & BB&T and have high dollar accounts. I went in to wire money and open a new account and was disgusted by the manager Monica and the way she treated her employees. I waited 20 minutes and she ignored me. A employee went in to let her know and Monica screamed at her I felt so bad and then after over 20 mins of waiting Monica brushed me off. If I was her employees I would look for a new job. That's not how you treat employees and customers. I feel bad for her staff and will be closing my accounts and going across the street to Bank of America. Management 101 training

I am so disgusted by the West Springfield branch Manager. I am a longtime customer of BB&T at Old Keene Mill Road which has now closed and transferred to 6216 Rolling Rd. I was happy with BB&T but ever since merging to this bank I am very disappointed about the unprofessional, rude Branch Manager who treats her customers with no respect or manners. She is literally yelling and belittling her staff in front of customers, and has no people skills. On two separate occasions after sitting in the lobby for a long time, I tried to send a wire for an emergency situation and she refused to help me and told me to go to another branch with no reason why even after I said it was an emergency and this second time I have wait this. I see other customers have written similar experiences with her and left have negative reviews about her that are accurate.I have since stopped going to this Branch and moved my large yield account to another bank. She needs massive training on customer service and management skills. I am shocked at her behavior and poor representation of the branch. As a business owner I know how important it is to treat your clients and staff with respect.

As you can tell by the other reviews this place is a total scam. One of my accounts became dormant because I hadn't used it for a few years. They absolutely refused to let me view or re-activate the account as it was no longer tied to me (being deactivated). I'll say it again: They literally refused to let me view, access my money, or re-activate my bank account - even when I had the account id. Dear SunTrust execs, this is a lawsuit waiting to happen. I had to go to a different SunTrust location where after providing the account # the people there promptly helped me without any issues. So the problem is with this branch specifically - it needs to be shut down and everyone fired. DO NOT GO TO THIS SITE THEY WILL NOT HELP YOU - THEY WILL ILLEGALLY NOT GIVE YOU ACCESS OR ANY INFORMATION TO YOUR BANK ACCOUNT.

Terrible service, especially their merger into Truist. Avoid. Good bye BB&T. I will certainly miss you. The bank I inherited is a total 180° turn into the toilet bowl.

If I could give them a lower rating I would. I came to deposit a check like I normally do. For whatever reason they questioned the validity of my check because it’s one of those printed checks from an email. I told them I’ve never had a problem cashing one of those checks here before. They told me to sign the back of it anyway. So I did and I told her I was including the link to the instructions if they had questions. Then they asked which account I wanted it deposited to. I only have one account. That didn’t make sense. I told them to please just deposit my check because the post office closes in 5 min. She still had an issue and wanted me to come inside. I said I needed to make it to the post office, which was closing in five minutes and there are people waiting behind me still. I said forget it, I’ll go to the post office and I’ll come back and I left the drive thru, thinking they closed at 6. So I did that and when I came back ten min later, I discovered that the bank also closed at five. But there were still customers inside and there were several bank employees in there as well. One of them was walking out and I told her that I would like my check and my military ID card back. This particular employee wanted to argue with me about what the situation was instead of just going to get my things. Then she went and got the manager. The manager came to the door and also wanted to argue with me but did not return to me my check nor my ID card. In the meantime two different sets of customers came out of the bank. And all of this time they could’ve easily gotten my check and my ID card and returned it to me but they did not. I told them I would call the police. The manager says go right ahead. A few minutes later all of the employees left together. They refused to give me my check as well as my ID card. Even though they could’ve easily done so. I still don’t know what the problem with cashing my check was since I have cashed a check like that here before and it is written on a local bank from a nationally known company. When I was on the phone with the police they asked me the manager’s license plate, so I took a picture of her driving away. I was still waiting for them when she drove around the bank came back around and took pictures of me. In that time frame she could have easily gone back inside and retrieved my items. She only kept my things to be spiteful. Horrible bank and horrible people.

Went today (September 2 around 3pm) with my father and experienced very poor and neglectful customer service by both tellers. We are with BB&T Bank and the BB&T teller was busy doing something on the computer so the Suntrust teller told us to wait until she's done. We waited patiently at the social distance marker until a man (another customer) comes in, walks straight to the BB&T teller and got serviced immediately. Neither ladies, both Suntrust and BB&T did anything. The BB&T teller was also taking her sweet time with the customer talking about how young he looks in his ID while the Suntrust teller AND another additional worker just sat there... TLDR: The two women bank tellers working on September 2, 2021 around 3pm provided awful customer service, please reevaluate your employees.

Well, the SunTrust bank that I used before was the one at Richmond highway. They were fantastic, but after I relocate to another area I just started going to different branches, random, nearest to were I pass by. Then for some reason I started using the west Springfield branch. The customer service is awful. Some but not all service providers over there does not even represent SunTrust. It looks like the bank is not doing well (quite) and you can guess that those people are the main reason for it. But after I met Monica, the manager, things got better. She really knows what to do and how to treat people. She is the main reason why I gave five stars for this branch. Trust me, i dont want to mention names but some employees there even dont know what they are doing. I had the opportunity to get help from two of the employees and came out to be a disaster. One even asked for my phone number since she cant figure out what to do and said she will call me back once she figure out something and wants me to go and come back when she call me, wooow. That's when the manager came to the rescue. Man, she is good. Long story short, I can describe in detail if someone from SunTrust has a concern about what happened or to what I observed. This woman though needs an appreciation. Thank you Monica.