Truist Keyes Ferry Rd, Charles Town

I don't know about a specific Truist bank branch but since they purchased SunTrust AUTO loan they have been a joke. First they stop my auto payments that automatically should be going from my bank to them without any communication. Then they send me a bill with late charges. (Note I have overpaid on that loan every month for 4 years now they stop my auto draft and send me late charges) I go to login to my account and you guessed it that does not work either. Okay no problem I will call the phone number that they provided. Oh but wait that number is not in service.

The staff here are horrible and rude!! I went to cash a check and was told there is an $8.00 cashing fee even though my company has an account with them. I was a little shocked and showed my concern for that. When I got my cash back she said 'have a nice day ', I said it back but I guess I had a little snip to my voice, before she shut her microphone off, she said to another teller that 'he'll will get over it'. That teller was very rude and shouldn't be dealing with customers.

Isabel is not only rude but has no idea how to do her job but it's not surprising considering she spent most of her time playing with her cell phone. Shows less busy than usual. Show up with 1 teller for the lobby, 2 for the drive through and spent 30 minutes in line waiting to make a deposit. This place gets worse every time I come.

Don’t get me wrong here; the staff is great. Problem I see is there isn’t ENOUGH staff. Also, the hours of operation are not good at all. They open at 9am, so it’s difficult to take care of any business before I go to work. They need more help, and better hours for sure.

The branch manager should be fired...Avoid this location My typical experience at most BB&T locations is about 5 minutes and under, at this location it can easily take atleast 15 minutes, my last trip there it took about 30 minutes. One teller working and roughly a dozen cars. One day I needed a document notarized, I wait 10 minutes, go into a branch banker's office (Michael) was his name and he tells me he is with another customer. (No one was in there with him). I drive to the inwood location and was able to get the document notarized within a minute of time. The employees who were located at the Ranson Location are great; when they were transferred to Charles Town, I feel that if the technology at this branch was better they would have the same fast processing speeds as they did in Ranson. If its not a technology issue, its got to be a management problem. I've been banking with BB&T since 2011. I have great experiences at other branches but theirs something seriously wrong here. If someone from Corporate is reading this, serious changes are needed as you will continue to lose customers here. This isn't a positive experience for anyone. If a customer like me, who knows their account number cannot get a transaction accomplished in under 15 minutes you have problems!

Lack of customer service along with delays in fixing the online account features. Seems that the merger isn't going as smoothly as possible. Would recommend banking elsewhere.

My visit was during a pretty slow period so there weren't any other visiting guests. That being said, my service given here was prompt and helped me with everything I needed easily while being friendly. The lobby is nice and welcoming and certainly gives customers a nice area to relax if needing to wait.

The bank manager was very helpful when we had to set up a business account last year and has always been very polite. We had some identity theft last year and he was very responsive and proactive to resolve our issues. Sometimes there is a line for the drive-thru and it takes a while to get through it, but our other bank also has lines so I think to some degree it is normal. Even though they have now become Truist, I still prefer to call it BBT.

Been there for 30 years but for the past two months just deal rudeness and they simply just don’t care about their customers. A bit of advice is to switch banks immediately. You simply can’t trust this bank at all anymore

I had a bad experience where a BBT bank staff member at this branch was critical, rude with a bad attitude instead of being cooperative with us. She continued to sink her claws into us with critical and negative comments instead of helping us with next steps forward. I left the bank feeling absolutely deflated. Not what you'd expect from a simple visit to your bank. I want to work with someone's whose cooperative and moves us in the right direction. Experiences with other staff members have been fine.