Richardl sent a message to William H. Rogers, Jr. – Chairman, President and Chief Executive Officer of SunTrust Banks – Email Address that said:
Dear Mr. Rogers,
My name is Richard, and I have been a SunTrust customer for eleven and a half years I would like to inform you of an experience I had yesterday at your Bearden Branch on Northshore Drive in Knoxville, TN. My father died on July 24th, and as his Trustee, I have spent the last week cancelling health insurance policies, stopping his pension and VA benefits, and closing bank accounts. His trust account is with SunTrust. Yesterday, while making a routine deposit for myself, I decided I should close the trust account while I was in the branch. I was assisted by Bryan . He was very courteous and efficient. He walked me through everything he was doing, presented me with a cashiers check and the paperwork relating to closing the trust account. He offered me his condolences, shook my hand, and thanked me for banking at SunTrust. On returning home, I was greeted my a letter regarding one of my father's life insurance policies. I had completely forgotten that the trust was the beneficiary of his life insurance policies. In a panic, I phoned Bryan, explained my mistake in closing the account and implored him to find a way to keep the account open. He said we would need to fund the account, and that he would transfer money from my account to accomplish that. He said he wasn't exactly sure what he needed to do to keep the closure from processing, but he assured me that he would accomplish it and would notify me when he had. Within half an hour, I received an email from Bryan stating that the situation had been rectified and inviting be to make him my contact in matters regarding the trust. I don't believe I have ever been so relieved in my life. I became a SunTrust customer in 2005 because there was a branch one block from my condo. But let me tell you, Mr. Rogers, because of the professionalism, the perseverance, and the kindness of Bryan, I will be a SunTrust customer for life. The level of customer service I received yesterday should be the gold standard For every SunTrust employee. I am proud to now have Bryan as my Personal Banker. Mr. Rogers, I thank you for your time, and I applaud your employee, Bryan.
My kindness regards,
Richard
