Truist Bank, CROSS LANES BRANCH

Sad Customer Relations, Long Waits,
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by OverBBT, Nov. 28, 2023

Sadly, 20+ years experience with BB&T now Truist. The Truist migration, although supposedly seamless to the customer, was far less so. We bank not only personally but for several small business' we have owned over the years through Truist. Add to that usage a substantial commercial loan several years ago and several residential home mortgages as well in the last 20+ years. I have also used the affiliate BB&T Insurance for various business insurance needs. We have a substantial history with the now Truist Bank. As we have dealt with several branches in 4 States now, Truist in Murphy NC may be one of the worst branches that Truist has. It is trypically chronically understaffed and thus the staff is often under stress which translates into a poor customer relations experience quite often. They have no patience with you on the phone no doubt due to often having a backed up line of customers to service. Try sitting in the lobby to speak with a relationship banker...best to take the afternoon off as it typically is a ridiculously long wait. Often banking issues go either unresolved or a partial kidney donation is required to beg for assistance. Not returning calls seems to be the status quo for this particular location. The scariest dealing with this branch was when i turned over the details of my entire financial portfolio to the BB&T Financial represntative and then could not get return emails or phone calls responded to for subsequent actions/follow-up. Had to seek out other resources to handle my financial needs. Run of the mill branch visits often are stressful as well as the "I want to assist with your banking needs/issues" seems to not exist much at this branch. Much of this attitude I discern as mismanaged scheduling initiatives wherein the staffing is often overwhelmed by business cycles/volume. I hope that i am correct in this assumption and that it is not just a cultural issue (referencing poor customer relations) for this branch. Alas, I have too many tie's to this bank due to my various business accounts but Truist, at least this branch, has been a huge disappointment in customer service and friendly can do atmosphere. If you're new to the area and looking for a new bank, maybe one of the other local banks may service your needs better. Check out their ratings and as always...buyer beware before you purchase. Buyer remorse afterwards is frustrating.

* this reviewer has be with this bank for >10 years
* this reviewer had 3 - 5 banks before.
* this review was made on Truist Bank, MURPHY WEST HIGHWAY 64 BRANCH at Murphy, NC
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Save urself the headache
Overall Rating
Interest Rate and Cost
Office Environment & Staff
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by JesusFreak, Nov. 28, 2023

I miss the old BB&T Bank & services before the merge.

A big inconvenience in many ways almost every time.

1. Atm Inconvenience mutiple different times restarted w/ error after I deposited my checks the atm ate my debit card after hrs. Now I've got to contact and re-enter all my payment info with every buisness again the 5th time. 1 occasion they gave me a temporary card and it got stuck inside atm.

2. Disaster, dangerous, small parking lot. Make sure u go after hrs because customers leaving have to sometimes wait until lines of cars wrapped around building move along.

3. Very long lines inside some days there's people standing all the way outside waiting 5 - 10 mins til they can get inside the bank door.

4. Drive thru even worse. The line stretched blocking customers from leaving and interfering with dental buisness next door. Other blocking cars from getting to atm.

5. I've called numerous times past couple months nobody answers or returns my calls.

After the merge bb&t changed overnight in Covington Ga. Why didn't they keep the building on the square? The parking lot and building was over 5 times larger.

Note: Heads up Don't come here between 1 - 3 of the month and don't ever drive in the parking lot when its busy while pulling a tralier. Parking lot is too small.

* this reviewer has be with this bank for 3 - 10 years
* this reviewer had 1 - 2 banks before.
* this review was made on Truist Bank, COVINGTON NORTH BRANCH at Covington, GA
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Stellar Customer Service
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by Sahndra, Nov. 10, 2023

Ann at the Newport, Kentucky branch of Truist resolved a situation w a lost certified check with the utmost knowledge and professionalism.

* this reviewer has be with this bank for <6 months
* this reviewer had 3 - 5 banks before.
* this review was made on Truist Bank, NEWPORT BRANCH at Newport, KY
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