Truist Old Georgetown Rd, Bethesda

The transition to Truist at this former SunTrust branch has been a nightmare. You can’t get help without an appointment and can’t reach a banker at the branch by phone and calling the 800 # is a 1 hour wait. Out of state checks are held for 10 days in a new account. Mistakes are frequent.

Partner had car that was financed through this bank stolen. No communication from the bank in the status of the investigation until we contacted the bank. Was then told we had 24hr to pick up the vehicle from impound or it would be reported as a repossession on credit. Then called back an hour later and was told too late the car had already been picked up by SunTrust. All impound fees were paid by us the next day and repo fees. Sun put negativemark on credit report that says the car was repossessed. Seeking legal action if this is not corrected by the end of the week.

The website says open until 2:00 on Saturday- the door says open until 12:00. Please get your information updated.

Absolutely horrific! Terrible customer service. Bankers are all too busy to help you and instead of prioritizing the customer they continue working on whatever they are doing and make you wait. I will be switching banks.

I came in for a basic teller transaction. There was no line (although I also came in mid-afternoon). I spent most of the transaction listening to the teller try to upsell me on Suntrust services I don't need and completely unrelated to the transaction, even after I dropped subtle hints that I wasn't interested. Perhaps next time I need to be more direct. The upsell part causes the 1-star rating. Staff is friendly, though.

Walked in for notary services (in military uniform with a toddler in tow) and was unable to get help because I didn’t have an appointment. Thankfully, Sandy Spring Bank right next door took me as a walk in, no questions, no problem.

Sadly, Matthew has left the bank. He was the best and upheld the highest standards of customer service with utmost professionalism. Much staff turn around. The Service now leaves a lot to be desired.. In the recent renovations, they left out the Handicap Access button at the entrance. When I complained, one staff member told me that "they were in full compliance." Seriously. Talked to the new manager. "They are addressing it" I was told. SMH PLUS There is no booth (originally there were two) in the Safe Deposit Vault area. That is, if one client is there "parked" for a very long time, others cannot access their boxes. Last Friday, I waited for 30 mts. unable to get to my box. Then, I was told "the other clients will be there for a while!" Seriously! Why couldn't they have moved to the nearest vacant office and locked the door? There were two next door UNOCCUPIED. What about other clients? Do they deserve less service. I left without accessing my box when I was told to come Monday through Friday. We have banked here for 20+ years, and been through many staff changes. But the service now is absolutely pathetic. It leaves a lot to be desired. We are seriously evaluating our options.

This location has done a complete 180° turn with Matthew in charge. I was furious with ST and this location, but now I can only say amazing things. He takes incredible ownership and make me feel like a welcome, loyal customer. It's customer service like his that makes me want to recommend institutions like SunTrust. I highly recommend this location and if for some reason you're not happy ask for Matthew. Amazing manager and change. Go here! P.S. they have very fair loans and a very good mobile banking. I been with ST for about 20 years.

My favorite teller left and since then, I have not had a positive experience here. Rather than assist me with issues as they have arisen, the tellers provide misinformation and blow you off. There is a clear preference for older, Caucasian patrons as well. I ended up changing banks to Wells Fargo and couldn’t be happier.

Unfriendly, impolite and unprofessional. You ever walk into an establishment and the interaction you have with the staff makes you wonder if you wronged them in anouther life? If you haven't ever experienced it then check out this Suntrust location. There are so many banks, why give a group that can't even feign politeness your money?