Elizabeth L.
I’m married to a banker
I’m married to a banker, so I understand customer service expectations in the financial industry, and my experience with Suncoast’s phone support was disappointing. While I did speak to one helpful representative (Marcel), the rest of the interactions left much to be desired. My account was restricted due to some micro withdrawals from Home Depot. I wasn’t rude or unreasonable—I simply wanted clarification about why this happened and how I could have been notified more effectively than by email, which I didn’t see until a day and a half later. Unfortunately, this delay caused my bills to be late. When I asked about alternative notification methods, I was met with an unhelpful and condescending attitude, particularly from someone I believe was named Leticia. Instead of addressing my concerns, she rudely reiterated that I had already been told about the situation. I wasn’t disputing that—I was trying to understand how to avoid a similar issue in the future, as I work long hours and overnights, making email an unreliable form of communication for urgent matters. What upset me most was the unnecessary arrogance and dismissive tone. As a nurse, I deal with all kinds of questions—some repetitive, some basic—but I treat people with respect. That’s part of the job. Customer service is no different. If you don’t like helping people, don’t work in a role that requires it. Suncoast needs to ensure their representatives are trained to treat customers with dignity and patience. Situations like mine can be frustrating, but there’s no excuse for making a customer feel unwelcome or regretful for reaching out. Marcel was the only person who truly embodied what customer service should be. Unfortunately, the behavior of others overshadowed his helpfulness.