On discovering that the account we'd held for over five years now has a $25/month fee, I called customer service and arranged for the account to be changed to one that does not incur a fee. While the customer service rep was not overly professional, everything seemed to have been properly taken care of. I received my new debit card a few days later, although my partner did not receive his.
Today, I received a check for the contents of my account, with a check-sized slip of paper stating that it is the "letter to close account". I called customer service, who had to research the issue. I began speaking with the customer service rep at 4:15. At 4:35 she came back on the line to tell me the department that had all the information about what happened and who could take any action had left for the day -- at 4:30. My mortgage payment and several other bills were scheduled to be paid today.
I was told that someone would call me before close of business on Monday and determine if the bank was at fault.
We've had accounts and a mortgage with this bank for quite some time. Over the years, I've noticed the quality of service going downhill. I often avoid transactions with a teller because I'll get a sales pitch for a financial product or service. However, SunTrust has made it more difficult to avoid tellers due to an online banking service that is not always available and a mobile app that only works intermittently and only accepts certain kinds of checks.
I do not recommend this bank.
I tried to make a substantial deposit into my checking account. The teller made me speak with a banker, who tried to get me to open a savings account or a cd. He basically said my checking account isn't safe because my number has been "out there. " i just walked out.