We opened a Savings and Checking account in August 2018. Due to incorrect information provided, the promotional offer of $500 couldn't be passed on to us.
The branch employee consistently assured us that as the balance maintained in the account was much higher than the minimum, and the need for direct deposit and 20 debit transactions to qualify for the promotional offer was not needed. Due to this no action was taken on our end and when doubts arose about the situation it was too late to meet the conditions.
The employee's behavior was professional throughout, but inadequate knowledge about the bank product has left us with poor experience and loss of time and money! We do plan to report this incident to relevant financial authorities.
To build a long term relationship, SunTrust could have looked into the matter and made exceptions, since the customer was not at fault, to make the customer service experience better.
We would expect this incident be brought to the attention of SunTrust Managers/Supervisors and expect a resolve for this issue .