I had a great experience with Suntrust when I opened my business in 2003. Since Truist has taken over, it has been all downhill. I was on the phone with my Office Manager and one of our clients, as I was waiting for her deposit slip to be returned through the drive through tube. I received someone else's deposit slip and cash. I repeatedly tried to call the teller through the call button, but I couldn't reach her. I got out of my car and spoke to the driver next to me who said it was her money and deposit slip, but I wanted to verify that with the teller first. The other driver stated that she had tried to call the teller as well. Also, I arrived in the drive through lane first, but the customer next to me, who arrived afterwards, was taken before me. (I also brought that to the manager's attention later, and the teller said that the other customer was first).

The teller confirmed it was the other customer's deposit and cash, and I gave it to the customer and returned to my car. After waiting outside a total of 15 minutes trying to reach the teller in the lane where I was, I parked and went inside to speak with the manager. There was only one teller working, and three or four people waiting in line. The manager approached the teller to tell her to take my deposit of her checks. The teller said they weren't supposed to deposit them, but I made deposits in the last month and for close to 20 years. I am a Social Security Disability attorney, with attorneys on staff, so when we receive checks in those attorney's names, the checks are endorsed and deposited. SSA does not recognize a law firm, and, therefore, makes checks payable to the attorneys name rather than the firm's name. No problems until Truist took over from Suntrust.

The manager said he would accept the deposits this time, but that the attorneys would have to open accounts there in the future. I explained that the attorneys are salaried employees, and these checks are the firm's money, not the individual attorney. In another incident last year, I was told I would have to have the attorney(s) physically go to the bank with me in order for the bank to accept the deposits. I called an attorney from the bank once to make a deposit, and then filed a complaint. Whoever I told this too could not believe it and said this is not sustainable for a businessperson. There were no problems for@8 months until this afternoon.

After this, my assistant and I tried to reach someone at a corporate office number, but got outsourced overseas. A staff member spent at least 15 minutes looking for a US corporate office number. The Atlanta number went to a voicemail tree, and I was not able to reach a live person, and then called another number *******507) and got outsourced. I had to force the person who took the call to give a case #. I had a corporate email address from this happening last year. The response from the Vice President's Office did not resolve the problem just an apology stating I cannot deposit my firm's checks in employees names.

I have already moved some of the money out of Truist and into another bank, and will be moving more tomorrow. I use their payroll company, which will delay a quick transition.