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Reviewed Sept. 2, 2021
BB&T opened an account in my name without any checks, and I realized this was an identity theft issue. I called them 2X NOW to close the account, while they promised they would, did not act on the same. I am struggling to get them to close the fraudulently opened account. If this is the level of minimal checks they perform, I would not be able to ever trust their so-called security. I am struggling to get this resolved. It is almost impossible to reach a live person when I call and when I reach a rep, the reps who answer are limited in their knowledge or ability to do the simplest things. I am now receiving emails about overdraft charges on my account.
Reviewed Aug. 28, 2021
BB&T opened an account in my name without any checks, and I realized this was an identity theft issue. I called then to close the account, while they promised they would, did not act on the same. I am struggling to get them to close the fraudulently opened account. If this is the level of minimal checks they perform, I would not be able to ever trust their so called security.
Reviewed Aug. 24, 2021
I had 18.13 in my account after a 140.00 deposit and they overdrafted me on a 16.28 purchase!! I'm really angry about this situation because I feel like They are scamming people like this! The overpay is MANDATORY on business accounts and the fee is 36.00! I'm sure I'm not the only new small business they are benefiting from like this either!
Reviewed Aug. 21, 2021
I have been a customer of BB&T for years now and today they just decided to close my account without notice. I was on vacation and my card got decline. I went online to the BB&T app and I was locked out my account. I called customer service. They told me my SSN has been compromised and they will file a ID Theft report on my behalf. Ok then he told me the bank closed my account and blocked my debit/credit card. I asked if he could get the block removed. He told me I would have to speak to another department. Ok did that and still nothing.
After speaking to 6 different agents and 2 from the Fraud Department and visiting a local bank where I was vacationing to show that it was me the bank manager called whatever number that was noted on my account to call. He says my driver's license number was off by a number but my address on the account was correct. He told the other agent on the phone that I was there. She said I needed another form of ID. I showed him my wallet size birth certificate, SSN card, DL with correct address and still wasn't enough and then he says file a police report and bring it back to him. I told him why should I when they were the ones that brought the fraudulent activity to my attention. This bank is the worst since the merge or whatever it is that they are doing. THANKS FOR RUINING MY VACATION.
Reviewed Aug. 16, 2021
I am concerned that the BB&T merger with Suntrust is creating customer service issues. I don’t frequently go inside the bank however when I have gone inside I have noticed a difference in the quality of employees. Specifically they seem less professional and much less friendly. Also the branch at Landfall has an ATM that is usually out of service. I have complained to the inside teller about it on several occasions when I had to go inside when the ATM was out of order. Yesterday it was Sunday, the bank obviously wasn’t open and as usual the teller machine didn’t work. So if you use the ATM frequently as I do I you will be happier banking somewhere else. I can’t understand why management doesn’t understand these issues. Maybe they just don’t care.
Reviewed Aug. 6, 2021
I visited the West Springfield, VA Branch about a $16.74 late fee, hoping I could get it waived due to my stellar payment history and credit. It seemed that simple request opened Pandora's box. The "Senior" Branch Manager didn't seem to know how to do this simple task and had to make many phone calls. I asked her who she was calling and she said "I am not familiar with the new system". Instead of stopping and saying something like "I don't know, but I will get back to you". She proceeded to retract payments!! All of them and reapplying them. Each time she did, a $25 retraction fee and a $16.74 late fee was charged to my account. So I left thinking she had fixed it and "it will update". It sure did. I ended up with $144.00 in unearned fees.
My loan is at 2.64%. For a slightly used car, and on a 6 year loan. You don't get rates like that without STELLAR credit. I don't owe anyone a nickel except my car loan, and this is my 3rd loan with BB&T. I didn't have any problems with those loans. At most times I had paid a year in advance. Made lump sum payments, and never had any problems. Now I am accused from "entering the wrong account #" to returned fees from my bank (there is no evidence of any of those "allegations"). So I got the Better Business Bureau (BBB) involved and got half of the fee's back. But I am still owed $79.00 (roughly) and have filed suit and indeed Warrant in Debt documents were filed in civil court today (8/6/2021).
I tried to warn their consumer complaints representative that it would be far better to return the rest of the fees but "she considered the matter closed". Well, she can certainly say that, but the overwhelming evidence is that they owe me those fees and the matter isn't closed until the judge says it is. Again. I walked in owing $16.74 and left after a "Senior" Manager began to just fool with my account, BB&T chose to back those fees with UTTER NONSENSE. I am so glad my personal checking and savings are with another entity. So, now what my attorney says is we are going to CHARGE BB&T EVERY FEE ALLOWABLE UNDER THE LAW. I don't appreciate being treated this way. I don't think it will go to court. I think BB&T will return my money to my account out of court. If not, then BB&T will be paying the fees.
Reviewed July 31, 2021
This bank is almost the reason why I almost went bankrupt because of the way they hold your checks for so many days before they clear it and charging excessive amount of overdraft fees while your fund's just seating in the account for delay clearance. Customer service is not as helpful or willing to overturn any key factor of the wrongdoings. On the monthly basis I would be losing almost $100 just in overdraft fees because they just hold all of my check deposits. It's sad because I have numerous of accounts with them and will move all my funds elsewhere.
Reviewed July 16, 2021
The fraud department at BBT closed my case without looking at the "facts" and never contacted me to explore any details of the claim. This is clearly to avoid returning any funds. The relationship between BBT and its banking clients is not impartial. Small business owners are not treated with respect.
Reviewed July 6, 2021
BB&T merged into Truist Bank and service has never been worse. During the pandemic I was not able to pay my mortgage payment through the website, which was my normal way of paying. Coming out of the pandemic and making my normal payments, the bank moved my payments to the past payment due, which is in a balloon to be paid at the end of the loan, thus triggering my account to show as past due. Last month I made 13 different calls to customer service and supervisors being assured the mistake the bank made was corrected. This month they put my current status into collections. Three calls already this morning and I have been disconnected, told a supervisor was not available to speak with, put on a calling list which I may receive a call within 48 hours!!! This is totally unacceptable. Very disgusted with customer no-service. Beware.
Reviewed July 1, 2021
So I made a purchase for my family for dinner through DoorDash and the vendor canceled the order of 71.00 which when the order was placed the money came directly out of my available balance. I called BB&T after three days to see when would the 71.00 post back to my account. I was told to give it 5 days and then call back. This whole time when I checked my account I could see the 71.00 showing as pending deposit then on the fifth day, the pending transaction disappeared as if It never happened but the 71.00 was never deposited back into my account.
When I contacted cs they said that they don’t see anything of 71.00 from DoorDash on my account. I am still upset about this because now I'm wondering how many times has this happened and I just never paid attention. Everyone please check your money because this company is shady. I'm thinking of contacted Action 9 News in my area. I do not like being taking advantage of. I have pictures since the day the money was taken out to the day that it disappeared without adding my money back. I really do not want to give this place 1 star!
Reviewed June 18, 2021
We have had the misfortune of dealing with BB & T since they took over our vehicle loan 3 months ago! Every month there has been an issue with our payment, with the last being a payment we made a couple weeks ago that is not showing up in their system, as if it was never paid, even though we were given a confirmation number. We've called 5 times to take care of their payment processing issues & each time we are told that there is a different (980) phone number in the system that neither myself or my husband have ever owned & even though they have "changed it" (FOUR Times!), the phone number still remains in their system! We have had the displeasure of dealing with multiple rude representatives & have even been HUNG UP on!!! We're going to look into changing long companies, because this is not the type of people we want to deal nor do business with... Especially for the next 5 Years! They are AWFUL!
Reviewed June 14, 2021
For starters they’re accessible. There’s hardly ever a waiting period. If so, they will call you back sometimes faster than your waiting period allowed. Most of all treat you like your concerns matter, not just a customer.
Reviewed June 11, 2021
I rely on paper statements for my own legal safety. There is no memory as firm as faded ink. Without these mailed in statements, the payments are not made in a timely fashion and I receive fines and hits to my credit rating. BB&T has been changing my billing status from "paper" to "paperless" on a regular basis without my knowledge and without my permission. I have called about this three times and their response was that it was my fault as I must have logged in and made the changes myself. This is absolutely meritless and is patently false. This may seem to be a minor issue but it is a profit-making behavior with plausible deniability they are willfully engaged in within an industry that's existence is founded on (violated) trust. Avoid BB&T.
Reviewed May 30, 2021
Banking is simple plus I love being able to do deposits on my Phone. No more waiting in line for the next teller to help me. This is true Banking at its best! Also like the Bank is open on Saturday for Customers who work late to do their Banking plus get help if needed.
Reviewed May 10, 2021
My parents had investments with BBT. I am the executor and despite sending correspondence to them at the address they gave me, they have never taken my mother off the account, and now they are not sending me the paperwork for my father. It's like they just toss all letters in the trashcan, and you can't even get through to them on the phone. Where are all these home based workers they claim they have? Because of this delay, I am still dealing with my parents legal matters. I should have received a check for the remaining investment amount, but meanwhile, with all the delays, the stock will probably go down before I get anything IF they do send anything. This is NOT the way to serve customers in the financial realm.
Reviewed April 19, 2021
My company has several credit cards at BB&T in NC. When a Walmart 3rd party vendor failed to deliver items and took 2-3 weeks to refund our credit card, I called BB&T to dispute the amounts whereby we received no product. They "dragged their feet", sent 2 letters and finally refused to credit our card. There are many vendors holding consumers' money interest free without putting it back into their credit card accounts. Credit card companies need to support consumers with no hassle, timely credits to their cards and when/if the money is refunded to the consumer, the credit card company can debit the money. BB&T is totally useless on disputes and consumers need more service from their credit card company!
Reviewed March 31, 2021
Went $40 in the negative and obtained $350 in fees. That's great when I'm a single father with 2 girls, now negative $400. Worst customer service as well. Not a single person was able to help me recoup some of these charges.
Reviewed March 28, 2021
They closed my business account without let me know. Due to this I closed my personal account. They are not professional, ATM machine never work. Manager not available, but in his office, not able to step out and help his employees.
Reviewed March 13, 2021
Got a boat loan through them, and first thing I noticed was how poorly set up their website was, no way to setup automatic payments online and have to reenter bank info every month, but the worst is I was paying extra to pay the loan off quicker. Well just realized they were putting the extra towards interest and not Principal, not even sure why that is legal. When I called them on it he told me to make my regular payment then make another payment for principal only if I wanted to pay more. I have had multiple vehicle loans and never experienced anything near this level of corruptness.
Reviewed March 12, 2021
I would write 0 stars- but have to check one star. HORRIBLE. THEY no longer care about small businesses. My husband applied for the second PPP on the day it opened (January 25) and it sat in the portal- no movement. This was for same loan amount from first PPP which was already forgiven. It never moved. Last Friday we applied through Lendio- had an SBA number 48 hours later and funded 5 days later. WE plan to move all of our business and personal from BBT Now Truist to a bank that cares.
Reviewed March 3, 2021
BB&T allowed a Unauthorized Checking account and a 140,000.00 line of credit to be established in my LLC. They did so without the signature or authority of the Companies some managing owner. As a result over 365,000.00 is Cash and other Damages resulted. I would not deal with BB&T, think about it. If their name was so reputable why then the need to change it to "Truist". This Bank has serious issues and they never have paid for their own fraud and altercation of documents. Hide and cover that's what they will do.
Reviewed Feb. 27, 2021
This is one of the worst banks I have experienced working with in 30 years. Rude and unknowledgeable staff, ridiculous online services, lack of response, and decline on services with no reason. Even the district Director of Virginia is clueless about his job. Absolute disaster! DO not sign up with this bank. You will be taken for a ride! it seems like we need to give the bank the training and knowledge and service as opposed to them providing it to clients. It is absolute Chaos and mess now that they have merged with Suntrust! RIDICULOUS!
Reviewed Feb. 19, 2021
I am a current depositor with an account at BB&T and have been for over 20 years. Recently I went I in to cash a check. I was given problems when the cashier denied my federal military ID, & my Sheriff Department retired ID. The teller said, I know you are a current depositor but we only accept drivers license. While I have a drivers license it is now the principal of the situation. So customers with accounts at BB&T have no value to BB&T perhaps because of the trust merger. Warning bank somewhere else. There is obviously something seriously wrong with BB&T.
Reviewed Feb. 6, 2021
Our corporation's account info appears to have disappeared at BB&T. Because all of a sudden our account, email, SSN, ISN, etc., etc. no longer work. Because it no longer works we can even call them because their phone system requests the same info. I've had the same SSN for 55 years, so I know the problem isn't on my end. We had so many problems using BB&T for our personal banking we fired them. Then when I was made treasurer I saw I would have to deal with the incompetence again. Well here I am. They sold the bank again, but nothing has changed, only worse.
Reviewed Jan. 14, 2021
Ambiguous, unfair and tricky rules! They charged me $36 return item fee! and returned my $315 payment for $3 dollar short!! I admit it was a typo, my balance was $312 and I wanted to make a payment of $310 and I keyed in 315 accidentally, with the hard circumstances we're going through I called 4 times to solve the issue but in vain!! Also when I first opened the account over 2 years ago they didn't fulfill their commitment of $200 bonus when I qualified for it!! They didn't clearly explain the strange overdraft policy! It's ridiculous that you decline the payment and over that you charge me return item fees!! What's very strange also the return item fees appeared on the account after 6 days of the payment! SO if you're not paying too early you get charged LATE FEES. I was charged return item fees for ridiculous amount over a year ago and I called to change the terms but they misinformed me of the terms!
I normally don't share negative experiences due to unprofessional employees or managers, but with BB&T Bank I feel I'm morally obliged to share my experience to protect people from going through similar very unpleasant banking experience! Please beware! And make sure you read and understand everything before doing any transaction! Come on! We're people and we all forget and do mistakes!! Yes most banks have strict rules but they have humans to make sure the rules fit different type of customers! REMEMBER BB&T the bulk of your business is with ordinary/average people not professional people with high degrees or lawyers!!!!
Reviewed Jan. 11, 2021
Their ATM took my checks and then crashed. It did not give the checks back or make a deposit to my account. I tried to call the number on ATM but they were closed until the next day. I contacted the branch and customer service (on hold for approx. 20 minutes before I got someone). They told me that I would have to put in a claim and it could take 5-7 days (or longer) for them to investigate. They said another company handles the ATM. No sense of urgency. It is their ATM that went haywire.
Reviewed Jan. 6, 2021
This institution charged me a return fee for paying extra on my loan with them. I waited on hold for over 35 minutes, before a very unhelpful, unwilling representative begrudgingly tried to explain the poor practices that this bank has. She was even unwilling to give me all of the appropriate routing numbers etc, to help. Thankfully my main institution was extremely helpful, and were able to help me get this situation resolved. I used to have accounts with BB&T, but thankfully over the years have closed them all down, and be sure that I will NEVER do business with them again.
Reviewed Dec. 10, 2020
Opened a new checking acct a few months ago only to start off on the wrong foot were finalizing the acct. In the bank in front of banker. And she handles our temporary bank cards and we would receive our actual debit cards in the mail. We left the bank around 4:45 pm on the way home my wife called customer service to activate the 2 cards.
After 2hrs with no luck and frustrated after 3 different people couldn't figure it out. We got the card issue figured out so we thought. After a week the cards were in the mailbox and boom problem #2 , My wife's card was totally misspelled kinda like what you'll find in this review. Anyways my card was ok. So We call customer service about the ordeal again and they explained that in order to correct the problem they would have to mail out new cards close existing acct. Which would hold up bills due. So we transfered money to another acct. And shipped another set of cards. We get those in the mail and now my card doesn't have a chip in it. Needless to say our experience was far from good. And they'll hire anyone with a pulse apparently.
Reviewed Dec. 9, 2020
I was given a Bad Faith estimate. I paid 5k more at closing than what I was originally told. I could not get real concrete answers on why and the answers kept changing as well. I would not recommend them as a lender when buying a home.
Reviewed Dec. 2, 2020
I moved to Charlotte last year and opened several accounts at BB&T. I must say, this is by far the worst bank I've ever been associated with. They won't answer the telephone or return calls from the branch. Call to any support for online banking take extremely long. I recently had the drive up assist me with a wire transfer and had to sit at the drive up for over an hour. Again, I've left messages and emails for my personal banker and most of the time nothing is returned. One time I did a walk in and they had one teller helping both walk in customers and drive up customers. I should give them negative stars.
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