Truist England St, Ashland

Went to the bb&t branch in Ashland to cash checks. Spent 45 minutes in line. Found only 1 employee working both lanes and they both stayed 6 to 8 vehicles long. Due to the inside being closed you would think they would have 2 tellers providing service. I’m sure the 1 teller took verbal abuse from several customers.

I was trying to open a new account due to moving to the area. I went in 3 times in hoping to open my account there. The first time I was told to get mail to verify my address. Which I did, but since I was moving soon they wanted me to get new mail for the address I was moving to. The second time I went I was told that I would need to get a rent bill or utility bill for my apartment. When I told them that I was in the apartment due to a program they said just a letter from the program would be fine. The third time I came they said that they wouldn’t be able to get to it till Monday, since I came on Saturday morning which was fine, but since then I tried to call them, the same person would answer and say that they were busy but they would do it. I had called at least 7 times in hope of getting my account open, but every time someone would say that they were working on it. The last time I called they told me that I would have to go in and show my I.D. and pieces of mail which I have already done in the first two visits. When I told them that I already did that they said that I could leave a voicemail. This was a horrible experience and I will be finding a new bank that has time for people who need to open an account.

My wife and I have been long time BB&T customers, have had 2 mortgages and hold hundreds of thousands of dollars with them. We tried to go to this location to do a wire transfer and the staff treated us terribly and said we'd have to wait an hour since we didn't have an "appointment". Nobody else was there, except in the drive through. Exceptions to the rules can and should be made, I think the staff just likes to sit around and do nothing. Avoid this branch!

Lots of issues over the last two months due to errors on behalf of bank employees but new branch manager has vowed to fix the problems there. Let's hope she is able to do so!