Truist W Moreland Rd, Willow Grove

I’ve been with BB&T for 14+ years from their locations in FL until now here in PA. Terrible service at this location. Tempted to close all my accounts. It’s been a nightmare. I drove 30 minutes away to this location because none of the locations had people to help with loans. Donna is a rep at this location in that department. I went in to get information ABOUT loans through them and she ran my credit! She was like “your credit score is ###.” I said, “you ran my credit?” She said yep like it was no big deal. I was very upset but didn’t say anything and tried to be professional while in person. She told me I had a risk level of # and I asked what that meant and she couldn’t give me a straight answer and told me we needed tax documents from the last two years. I brought all my paper but they couldn’t let me inside this time. She sent out some guy to take all my paperwork and photocopy it. I asked if it was sufficient and he said it was good. I called the next day and Donna told me that they didn’t have the right tax return documents which we could have figured out had she handled my case. She didn’t seem to have any intention of calling me to let me know that more documents were needed. I sent over more paper work and called again and again. She finally returned my call while I was on a weekend trip and I was finally told I was denied and they don’t know why. My friends heard the conversation I was embarrassed, not because the loan was denied but because she couldn’t answer any questions I had about what happened or what other options there might be or when to try again. I have about 700 credit score with nothing bad on it. I got a loan offer through another company at a a better interest rate and lower monthly payment than what the bank was saying they could get me. I had no trouble getting the loan elsewhere. I opened a BB&T business bank account and so far, my card for the account hasn’t shown up after 3+ weeks (it’s lost) and I can’t access the online system for the business portion. It said to call customer service so I called and they can’t help with either issue nor can they help do transfers from my personal to business account on the phone, I have to go to a location for all of those things. My car mechanic’s assistant heard me on the phone with them and she said, “I’m upset FOR YOU. What can they do for you? It sounds like nothing.” I was so embarrassed again. I have an account with another bank for convenience I opened a few years ago. I stayed with BB&T because they have been great overall the last 14+ years with me and 6 others in my family but I may just close it and move my money to the other bank and recommend my family to switch too. Why should I stay with a bank that can’t do anything for me and leaves me feeling embarrassed? The best location is on Welsh Rd near the post office. Always have the best experiences there but they couldn’t do loans there as there agent that handled that changed locations.

Worst customer service ever. Dealing with this bank forever albeit it changed hands but they treat you like a total stranger! Tellers are great but Denise is no help at all. Moving on!!!!!!

Worst bank ever, do not get an account here, this is also one of the worts branches, only one teller knows what they are doing and the manager has no clue what he's doing. Any other bank is better then this bank.