SunTrust

I have been with Sun Trust for over 25 years. It used to be a pleasure to bank at the Bal Harbour location. I must say the last three years have been anything but pleasant. The new management lacks experience and good customer service.

The branch manager Mr. Barrios struggles paying attention to details. Literally the crust of his job is filling out paper work accurately and paying attention to the details. After have to cause a fuss to get service after Suntrust employees went in and out of their empty offices not asking if me or other customers waiting needed help, he decides to assist me. In opening my account he noticed my EIN number paperwork had a different email address than my ID. I made him aware my ID had my most recent address. Not to difficult right? So next I ask him of the account, a simple business checking account, comes with checks and he says, “yes, let me order you some.” and starts typing away. He told me no price so I assumed like with a lot of banks and accounts the first box of checks are complimentary. Well I was surprise to see while checking my account to see if my initial deposit had cleared that my less than a week old account was already negative 100 dollars!? So in all the customer service line and I am told it because the checks he ordered me cost $100. So I asked if those where the only checks available for that account the representative says no there are other less expensive checks. So not only did he neglect or choose not to inform me of the cost of the checks he was ordering for me, he selected the most expensive one for me!? Good for Suntrust but not what his customer wanted or requested. So after email him to clear that up he says it’s corrected and to let him now when the checks arrive... they never arrived. A few months pass I come back from out of the country and I go to check my account online before I go to the branch to make a deposit and my account is closed. I call customer service and they make me away it closed because the balance was zero for sixty days, so I ask why was I not informed? The rep says mail was sent to me, but I never received it. So I give her my address and she says that is not the address they have on file and she can not share with me what address they have on file. So the next day I go to his branch and the teller instantly pulls up my account, without even needing my ID, because I’m in there pretty often, I ask if my account is closed she say yes as surprised as I am. I ask what address they have on file for me and she reads the correct address, the she says, “but when I click here I get a different address.” That different address was my old address from the EIN paperwork. So again HIS WHOLE JOB CENTERS AROUND HIM FILLING OUT PAPERWORK ACCURATELY AND PAYING ATTENTION TO DETAILS! How is this extremely low level of service I receive what Suntrust’s think business level customer service is?! So while I’m in the branch he comes out of his office and he has no sense of urgency about my issues what so ever. He then calls me, two days later I assume after my complaints to customer service, and he tells me about an 8 year old account I paid off saying that it’s unpaid... well would you have caught that 6 months ago when I open this “business” account?! No apology for his multiple mistakes, and again no urgency expecting me to wait a week for the privilege of bringing my money to his branch?! A week?? That’s business level service for a mistake that is only his??? Horrible experience! Horrible customer service! Not to mention when I open the business account I inquired about a safe deposit box and he said he would check what ma available and get back to me... needles to say that also never happened. So in conclusion he seems to concerned about looking like he is professional instead of being so in my humble opinion and from my experience dealing with him. STAY AWAY FROM THIS BRANCH UNLESS YOU ENJOY HEADACHES AND SLOW TO NO SERVICE.

The staff is excellent here but the bank closes at 4 and is not open on Saturday's which is not convenient AT ALL

This Suntrust is in a great location, fast, convenient and friendly. This location comes with ample parking and plenty of drive thru lanes.

Huge bank and only 1 teller, and 1 banker for private banking.nI waited 48 minutes for only 1 transfer.nHow disappointing.