SunTrust

Bank somewhere else. Suntrust used to be a pretty decent bank. In the three scant years since I closed my account, Suntrust seems to have lost all semblance of customer service. I recently moved back South. Unfortunately, Citibank, my main bank, does not have branches in Roanoke. I figured I'd reopen an account with Suntrust, since they seemed decent enough a few years back. In between 2014 and 2017, it appears Suntrust stopped caring. It took a while to see someone. There was a single banker, named Heather, available for nonteller transactions when I arrived, and she was busy with someone else. From what I could overhear (the banker desks aren't exactly private), the customer was having some issue with identity theft. Fine. But I have to assume the Heather knew I was there; my head would have been visible from Heather's vantage, and it's not like I'd be sitting in the waiting chairs because I just walked in off the streets and needed a breather. Yet, Heather persisted in engaging in time consuming, extraneous banter with the woman she was assisting. That's fine when there's no one waiting, but it's not fine when someone is waiting for help on a lunch break. I set up an account. Heather insisted on trying to sell products I don't want. No, I don't want a Suntrust credit card. No, I don't need a fancier account. (I have a high-account with my main bank, and if we move back to an area with Citi locations, I have every intention of punting Suntrust and only using Citi.) No, I don't need a mortgage right now. I just need a brick-and-mortar bank nearby. After too much time, Heathr opens up a regular account for me. Two weeks later, I deposit a check from my former landlord. You know, real shady people. (That's sarcasm.) The check is drawn from a major bank. Suntrust's mobile deposit system doesn't work well (another strike), so I deposit the check at a brick-and-mortar branch--exactly the reason why I wanted a local bank anyway. A day later, I find out that Suntrust has placed a week's hold on the check. I don't need the money now, but the fact that Suntrust has placed a hold on the check suggests it doesn't value my business. Now, you say, they placed the hold because you have a new account! Sure, that is the reason. But it's a poor reason. It's not like I'm unknown to Suntrust: I had an account with them for three or four years in the not-so-distant past. Rather than reflexively block, look at my past history. The Bank Secrecy Act requires retention of most bank records for five years, so as long as Suntrust is in compliance with federal law, it's not like they can't look back. And the check is a commercial check for a commercially reasonable amount, not a hand-scribbled check for $75,000 from Jim Bob Jones. So I call Suntrust. Here's what immediately strikes me: They've outsourced their call center. It used to be that you call a bank, you get a native English speaker. It sounds like they've outsourced their call center to the Indian subcontinent or the Philippines. (Contrast with, say, Discover, where you know you're going to get someone from the states, often from Salt Lake City.) The real kicker is that they still have banker-like customer service hours. It's not like they're staffing with foreign reps on off hours: They're doing it in the middle of the bank day. That's not good customer service. I nicely let the agent of the problem, and suggest three solutions: (1) release the funds the next business day, (2) provide a letter within two business days detailing reasons specific to either me or the landlord why the check is suspect or, (3) lose my business. Of course, customer reps in India aren't given any power, so she has to check with the back office. The back office tells me to pound sand. I ask to speak with the back office. She says that's not possible. Of course, why would you want customers speaking with anyone who has actual power? So, I'm leaving Suntrust. You should too--or just stay away, generally.