Truist Five Forks Trickum Rd, Lilburn

Merger didn’t transfer auto draft. When I call to make they payment, the automated system can’t recognize me or the loan number. After being on hold for an hour I got disconnected. Called back again and got to someone whom I had to repeat several times why I was calling. Maybe it was a language barrier. So I came to the branch and the situation here is just as bad. Long lines, understaffed. Lady pulled me into a room to call but their phone system isn’t working. I’m about to pay off this loan and never deal with these guys again. It’s a waste of time.

Someone needs to train the branch manager on ethics. A black man can’t come into a bank with a large check without the branch manager “jumping through hoops not to cash it. Standing over the teller and all but masking it as “doing her job” but wasn’t concerned about her job when it came to other customers just me and my BIG CHECK (her words not mine). A Truist check I might add. And she’s a woman of color

On 7/13/2022 I went to this location to complete a withdrawal at the drive-thru. I had me check and ID. After sending my information to them, I was greeted and was told my transaction would be done shortly. After about 10 minutes of waiting, the Head Teller or Manager told me to come inside. I asked if there was a problem and she wouldn't tell me. I asked for me ID back and she said no. I went inside and I was questioned like I was committing fraud. She asked why I never signed a signature card and why my ID wasn't in the system. I told her, I opened my account online 2 years ago, I signed a signature card and uploaded my ID (I went through my documents that I printed when opening the account and the signature card was present and signed). Then she proceeds to ask me, personal questions about my account in front of the other customers in the lobby. Like my username to online banking, my last transactions and how many accounts do I have with Truist. At this point, I was very uncomfortable answering these question in front of people. I wasn't pulled into the office or anything. She asked me at least four times, where did I open my account? I explained to her again, that I opened my account online and I have never actually been inside Suntrust or Truist. She said, that's not what it says in the system. I said, I don't know what else to tell you and I also told her that I have my debit card and credit card with me as well. After 25 minutes, I was finally able to get the withdrawal I requested. I am not sure if this is the procedures for catching fraud, but I work for financial institution (credit union) and this is not how we handle fraud or potential fraudulent transactions. This was completely uncalled for and also unprofessional. I borderline feel like I was racially profiled. Either the procedures need to be changed or the staff at this location needs to be trained on how to handle potential fraudulent transactions.

It doesnt matter what time of day they are always slow. I sat in drive thru for 20 to 25 min one car in front of me. Then went inside line to the door 2 tellers. No customer service at all. This is the worst bank. BBT really screwed its customers. So instead of always complaining i guess its time for a new bank.

What a terrible excuse for a bank. The customer service is here is awful, I made an appointment online and they didn't want to see me because they are short staffed. I email the manager of this location and its is excuse after excuse. This merger has ruined a bank I have been with for twenty years. No more, I am switching to a bank that actually cares about their clients.

Two months ago I went in the branch to remove my family member from my bank account as he got his own account and no longer needed to be on my account. However, the banker who assisted us Sandra Times didn't process the paperwork and didn’t remove my son off the paperwork. Not to mention when we were there she had no idea what to do and kept asking for her teammates assistance the whole time. This location needs to talk to her about her work performance.

I had a terrible experience there today, 9/2/2021. Went there for what should have been a 5 to 10 minute transaction, but turned into almost 30 mins because the young lady behind the counter couldn't figure out how to print a check out for me. Also, she was the only one on the counter, besides the woman handling drive-thru transactions. The other service windows were unattended. Terrible. They like to tout customer service, but in actuality, it does not exist.

I been in drive Thru line for 30 minutes, then they open a second line but still have only one person helping people. 4 employee cars in parking lot? SMH

This is the worst branch for customers. Not enough employees, long lines and some tellers just walking around shooting the breeze. Horrible branch!

NEVER BANK AT SUNTRUST ESPECIALLY NOT THIS BRANCH! The atm will eat your money and shut down. The branch manager Latisha Laevell is a blatant liar! Told me it would be 24 hours max to have a credit to my account but she failed to even escalate the claim properly. It’s been a week and I still don’t have any resolutions.