I called the other night to ask a question and to order a new check card and the call took 29 minutes, and I was put on hold 7 times. I asked that the check card be expedited, paid extra to have that done, but was told I had to sign for an expedited card. Took a personal day so that I could be here to get it. Called SunTrust to get the tracking number, as I was told to do by another employee. First woman gave me a tracking number that I suppose she pulled out of her ass, because it did not exist. Called a second time and was transferred to Hartford, a third party company, who could not help me because they only deal with credit cards. Not debit cards. Hung up, called a third time to be told that only one person in all the SunTrustLand had the tracking number, and "she isn't at her desk right now." After asking if that was a joke, I was transferred to a supervisor who then informed me that the check card was sent regular mail. I had taken the day off for nothing. He then told me the card would arrive on Monday, but that he made a note that I wouldn't have to sign for it, which was an option I was told was impossible just days earlier.
This is just one story out of a handful. Trust me on this: if there is a way fuck it up, SunTrust will do so with gusto.
2. Antiquated web banking
You cannot transfer money from your checking account to someone else's, even if you have the routing numbers for both. Any bank will allow you to do this. Not SunTrust.
3. Phone operators lazy/ignorant
If you call, expect to be put on hold around six or seven times. You will talk to at least two people, if not a completely third party company who will then tell you that they don't deal with your issue, and that you were put through to them unnecessarily.
4. Lack of communication throughout company
Just because one person tells you something, doesn't mean they made a note or told anyone else. It's as if everyone is working independent of each other. No cohesive information across the system whatsoever. Your outcome will depend on who you talk to and what they know. Which very well might be nothing.
I have thrice been told I would receive something in the mail that I'd requested only to find out the order was never placed. Like, at all.
6. Their Ability to Suck is Wide-Reaching
I am not the only one who has suffered: http://www.suntrustbankingsucks.com/
They say they are sorry. But they are not sorry. If they were sorry they would improve. They would strive for excellence. Instead they are just as happy to pass you off to someone ELSE who doesn't have a clue.
Breaking up with your bank can be really, really hard. SunTrust knows this. They must, otherwise they would actually give a shit about what they do. Instead, they act as though they are dealing with fake Monopoly money and that this is not people's livelihoods we are talking about here.
The number of times I have been screwed by these people can only be blamed on me, for putting up with it for so long, but rest assured that you should never, ever open up a banking account with SunTrust, or woe be unto you. You will suffer, and suffer mightily. And wait on hold. And be lied to. And take days off for no fucking reason. And generally stew in SunTrust's unabashed disrespect for their customers.
Avoid SunTrust if you don't like headaches, unfair fees, blistering ignorance or rampant incompetence in your life.
Credit union, credit union, credit union.