I banked with Suntrust for over ten years. Since the bank was bought out by Truist, I have had nothing but unpleasant experiences, especially with bank personnel. Truist does not honor the contracts clients previously had with Suntrust. Despite the fact that I’m in graduate school, I was told I had to close my “free student checking account for life” & open a new, separate account, with numerous monthly fees. I find it professionally reprehensible to go back on a contract, & decided rather quickly that I would not continue banking with Truist. It took me over SIX MONTHS to close my account at this branch, because the tellers are so ill-trained. Everyone working at the Regency branch has a bad attitude with customers, which simply isn’t warranted. On one occasion, during the pandemic, a teller at the drive-thru told me I “had to go inside the building to sign documents in order to close my account.” I’m not vaccinated, and asked if I could please sign the documents from my car - I offered her multiple forms of ID, & sent my license + Suntrust debit card to her via the drive-thru, upon her request. Ten minutes later, another teller states, “um hi, can I help you?” I explained my situation, that I was simply trying to close the account, and she said, “ok ma’am… the other teller is helping someone else.” As if helping ME was not a priority? I spent 30 minutes in the drive-thru, withdrew my money & got a receipt stating the account was closed. The next morning, I receive a call from the branch, stating that A) I owed them money and B) my account was NOT closed. The incompetence at this branch is honestly shocking. I spoke to the branch manager, Christina Barnes, who was so frantic & rushed in her explanations that I was questioning her state of mind during the conversation. When I asked her to elaborate, she began speaking in a mockingly slow tone; in the manner one speaks to a child. I asked her to please stop speaking to me in a patronizing tone, & she laughed, & told me to take my own advice. I’m filing a formal complaint, however, do NOT bank with Truist; they’re dishonest, rude, and incompetent. The experience with employees at the Regency branch was so nasty. I felt they discriminated against me because I had a “free student checking account” & a low balance. The entire experience, especially with Christina Barnes, left me feeling upset and annoyed. FYI, Truist: Filling a bank with a bunch of caustic Karens who treat people like trash isn’t going to win you more customers. Be better.

Refinancing my truck and needed a payoff letter from Truist, unable to process online, so had to go into a branch, employees were friendly but no one knew how to print a payoff letter. After nearly 30 min I was handed one which I submitted only to find out it didn’t have a mailing address, my bank called Truist to ask for mailing address to send the check and got the run around and was told I had to request a new letter. I called Truist, finally navigated to a human (again friendly) but she stated they only mailed or faxed no email… my loan has been approved for 10 days now… so I said please fax Then I was told it will take 2-3 business days to process!!! Employees are friendly by thankfully I’m not trusting them to handle my money or investments, what technology are they even using? Very underwhelmed with whole experience…

Sun Trust Bank is one of the oldest banks and financial institutions in the country 1891. Reportedly $199 billion in assets. Now you'd think with this rich history, asset base there would be customer service as a direct focus. I'm not going into exact details but to me this doesn't seem customer focused, including it's online presence. There are many financial institutions as competitors, I think do a much better job at customer service.

Pulled up to this location as an employee was locking the door at 5 minutes until 6 on a Friday. I told the employee it was not 6 he asked what I wanted to do, I said "cash a check". He teplied after speaking with others inside "come back tomorrow". Very unprofessional, I could have been a potential high income customer but due to their lack of customer service I wouldn't put a penny in this bank!

I hate this bank! I had BBT before it became "Truist" and they also were horrible. I've been on hold for over 30 minutes b/c they sent me a letter saying my partner didn't have his social and birth date on their system. Get your act together, Truist! I have a Bank of America account as well and I'm pulling my funds to their system. This is just horrible customer service.

A bench of rude and disrespectful people working there, especially Dashanae Chatman who is a real shame for truist and the customers, she doesn’t deserve to work there, when she doesn’t know how to do the job then yells and uses curse words against the customer. Shame on you chatman and shame on truist management for hiring you.!!!

Truist is by far the most friendly and personable bank I have ever had the pleasure of joining. Their great attitudes and easy helpfulness makes them more like coworkers in achieving your financial goals. DA'SHANAE CHATMAN is the best person i have met in Jacksonville and I'm extremely grateful for her perfect demeanor.

This bank has no money ie cash as they explained to me it takes them a week and a half to order in money. How very sad for them. This makes it impossible for any reasonable transaction to take place. I will not be doing business there.

Yes, it’s hurricane season but bills are still expected to be paid! All Suntrust branches are closed this morning! It’s frustrating to see that other banks are opened even if it’s just for a couple hours today! …

I opened a checking account with my money, added my son as a user and they would not let me withdraw money without his permission. Horrible customer service at this Sun Trust and they are rude too! Very rude.

This branch on Monument Rd, has the best customer service! Brittany and Christine go above and beyond for thier customers. We drive from Yulee for the service. Thank you ladies!

My experience was so awesome!! Ms. Da’Shanae Chatman help me become a Truist member and let me tell you best bank best customer service is all right here!!!

I love banking here, everyone is very helpful and professional. Da’shanae was amazing, she was so kind and took time to help me and answer all my questions.

All of the employees are very polite and sweet. They get to know you after a little while and can even intuit what you need. I really love this bank.

Horrible, waited in line for over and hour and the people were incrwdubly rude there. Hope i never have to go there again.

I had a wonderful experience with Da'shanae. She was quick, humorous, and very eager to help. I hope she gets promoted.

This bank are crooks they hold your own money for a month and delete your account and dont tell you why

Oh nothing, just sitting here for over 30 minutes just for a cashiers check. Makes no sense.

Just opened up an account was super simple and Da’shanae who help was was super sweet!

Terribly slow. 20 mins and counting just to make a payment on a car note.

Also kind, eager to help. Will spend the time with you!

Very professional staff & very easy to work with.

The most bad bank I have ever dealing with.

Outside ATM wasn't working for 2 weeks

Had a very enjoyable time

Always great service.