February 2016 by Melissa W.
Normally never had a problem with Suntrust. I've been with them nearly 20 years. Never complained...never had a reason to. Today that changed, unfortunately. I went through the drive thru earlier and mistakes were made. Nothing life altering or drastic...but something that should be addressed properly by management to keep it from happening again. I called once I got home with my toddler. I was told the manager will call me back. I waited an hour and decided to call back again. No answer. I waited another hour, after all, it's Friday and they are likely busy. I called back and this time a lady named Jennifer answers the phone and without me telling her who I was she said "I will call you back, I'm with a client". The abruptness should have been my warning. She calls back about 30 minutes later. I begin to try to explain the situation when she cuts me off and talks to me like I've got a tail between my legs. I really tried to remain calm to continue to explain my grievances but she wanted to talk over me at every single twist and turn of the conversation. I finally lost it and told her that I thought her customer service sucked. She threatened to close my account then and there. Throughout the rest of the combative conversation I gain details that the teller is new...(all the more reason to go through proper training once again if she is unable to add properly.) and she defends the teller saying it was an honest mistake. That's when I pointed out that I understood that and I was not trying to accuse her of anything other than a mistake...but mistakes when it comes to people's money and livelihood really should be addressed. It was, in the end, a completely pointless phone call...Jennifer Currie, the branch manager, was completely insincere...and I am more than certain nothing good will come of it. I, of course, plan to follow up with corporate. People deserve to be treated better than she treated me.