August 2017 by Tracey B.
Every time I visit this branch I have a horrible experience. The customer service is atrocious. On one occasion, a Saturday afternoon, I slipped in maybe 10 minutes before closing, to deposit a check in my son's account. The entrance was not locked, indicating that they were still open for business. I stood in line while the teller finished up with a client. Once they walked away, he looked up to me and said, "We're closed." Really?! After threatening to beckon the manager, he reluctantly helped me. A month ago, I again visited on a Saturday. I had to speak with a representative to make a change on an account. I stood patiently at the kiosk, waiting to get checked in, while activity buzzed around me. A woman walked in with her daughter, and stood behind me. Minutes later, a representative walked up to her and asked if she'd been helped. She kindly turned to me and asked if I'd been helped. After waiting for over 30 minutes, a representative tried to help but said he didn't have the credentials to make the change. He "escalated" my case and gave me a printout of the case number, and assured me that I would be contacted within a week. Of course, I never heard anything. A month later (today) I went to the branch to follow up. The representative I spoke with this time informed me that the person who helped me was no longer employed there. When I showed him the paper with the case info, he said it takes sometimes up to 20 days to hear back. When I told him its been 30 days, he informed me that the case had been closed. I asked what the result was, and he couldn't give me any information. After going back and forth a bit, he informed me that I only had two choices for a checking account. He flippantly suggested what he tells customers who "can't" maintain the higher minimum balance. His arrogant manner was so enraging that had it been strictly my account I was in there for, I would have closed it immediately. And, I am not the only person. I witnessed a woman trying get money for a trip out of the country. I was utterly appalled at how she was treated, all within earshot of customers in the waiting area. The teller was flippant and aggressively went back and forth with her. Not sure if it's a corporate culture, but its definitely a branch culture. Pretty much the most unprofessional financial institution I've ever stepped into. Fortunately for me, my main accounts are with SunTrust, just down the street. I too would give it a zero.
