Truist Kevin Walker Dr, Dumfries

I have been banking with Suntrust since 2011 and with this particular branch for about eight years. Just recently, I had some home improvements completed and needed a cashiers check to pay my contractor. I dropped by my local Suntrust branch and was helped by Cara to get the check. She was extremely helpful and led me throughout the process of acquiring the check. A few days later my contractor lost the check and I had to go through the process of canceling and getting a new cashiers check reissued. The day the check was reissued Cara contacted me to let me know the check was ready. I know that with the new COVID-19 policies I would need to make an appointment with the bank. Cara said that she remembered me and that she would be able to help me with the stressful situation I was dealing with. When I got to the bank she recognized me and let me and my contractor in that day. She again lead us through the process and cashed the check for my contractor. Cara went above and beyond in my opinion with dealing with and extremely stressful time in my life. She showed all of the skill sets that one looks for in great customer service. First she empathized with my situation, then she repeated what I said too let me know she had listened to my needs. Unlike a lot of businesses today she gave me options to deal with the situation. Finally she helped me choose the best option for me. I have worked in the retail business for almost 30 years and know what great customer service looks like. Cara should be recognized and rewarded for her great customer service.

If I could rate this Bank a Negative -5 I would! Stay far away from Suntrust period. Their customer service is horrible when you call the 1800 number. Their customer service is even WORSE at this branch. The people are disgustingly rude here. I called about my license and she left me on hold for over 15 minutes. I had to call back and another woman told me their policy of shredding my license because I wasn't a client (which I was had she ask my name, but I shouldn't expect anymore from these incompetent people). As I proceeded to ask why would you all shred...she's like "calm down and let me finish"...I was calm and I was asking a question. I had to tell her I am in fact a client, so she's like "oh you're not the person I thought" The only person in the bank worth talking to is Lydia. She was the most helpful person and very sweet. The others need desperate training. I will be closing my account here.

Went to the bank to withdraw funds from my account at the drive-thru window. I have a Suntrust account. In the pouring rain I was told that I cannot make a withdrawal at the window and I would have to come inside......lol. Why do you have a drive-thru? Common banking transactions are withdrawals and deposits right? I was told that "we don't like to grant withdrawals at the window. Are you kidding me? 0 Customer service here. I have never had this issue at any other location but this one every time. That's the reason for writing this review. Get it together Suntrust.

The lack of customer service and empathy is just horrifying. You can't communicate with anybody here it feels like every one who works here is yelling at you.

The worst customer service I've ever encountered at a bank. This branch used to be my home branch but I have recently switched due to today's incident. Not going to go into detail but basically I ended up receiving no help front the only banker" Lydie Mambo"working today. She is the most disrespectful and unintelligent banker I know. I've had issues with her and another teller too, assumed it's racial and class related which is the irony of it all. Anyway I ended up closing my account and just keeping a savings account. My opinion would be to bank somewhere else until they resolve their client interaction issues.

This was my review 7 months ago when I gave it 1 Star: I have had a relationship with this Branch for over 30 years, first my parents banked at this branch and then when they passed I took over accounts, personal and business. Over the past 6 months there has been a mass exodus of EVERYONE in this branch and there is no Bank Manager at this Branch. Customer Service is horrendous. No one has any idea what they are doing, it's actually quite sad because the subdivision Montclair has been very loyal to this Branch. UPDATE: The Former Bank Manager has returned as has a teller of many years. Training began and it's only fair that an update be done as customer service is quite good.

Now I understand why they have such a low rating. They are the only branch in this area that I know of that won't let you use the drive-thru to make withdrawals. The whole point of a drive-thru is for not have to get out of your car because either you don't want to or you're handicapped and you can't. I think it is absolutely ridiculous that every time I go to the drive-thru to withdraw money from my bank account, I have to explain to them that I'm handicapped and can't get out of the car. Why even bother having a drive-thru then?

Ok bank. But not so good staff. Hopefully they start paying attention to what the do. You got one job do it right.