Ranked #1 by JD Powers and Associates in Customer
Service! You’re kidding right? They must have paid someone big bucks to
be able to say that on one of the many customer service phone numbers I called,
provided by either branch offices, my own statements, and their corporate
Headquarters in NC.
They even have the temerity to use robo callers to contact their customers, cowards!
OK so I had a bad week. Computer crashes, car dies, milk spills etc. We all
have them right. But in this world of online banking without my computer
and given I am a contractor who does not have direct deposit nor a routine cash
flow of receivables to set up auto billing I have to pay when the money is
there. It's always there by the grace of God, but I am forever juggling the
timing of it so as not to pay more than I absolutely have to. Without the
computer and up to date numbers I'm dead in the water. It took a week to get back online, fix the
putter and get the car into the shop, which means I'm now land locked at home
until tomorrow. Closest bank is 15 miles from me.
Their robo callers started calling me on Friday, which didn’t surprise me since
I couldn’t get to the bank on time or even make an online payment. "Hello
this is BB&T if you are X please press 1" "If you need a minute
to get X please press 2" If X is not available please have X call
XXX....and refer to code 123456." WTDevil is this? Customer Service?
They have called on average 3x a day since Friday at various times. I guess
hoping to catch me. Well that caught me the first time but I don't talk
to robots I talk to people. If you have something to say to me talk to me!
I finally was able to go online Saturday to make a payment
after spending an entire morning figuring out what cleared and how much I have
to work with at my bank. However, BB&T’s online banking will not allow me
to make an online payment unless I have a checking account with them? HUH?
WTDevil!! None absolutely zero of my
other accounts; checking, savings, credit cards whatever, have this restriction
to online banking or payment bill paying. What’s the dam point of online
banking at all BB&T if you can't use it to make a payment.
So I call them today (Monday) and my branch office says it's
closed? Is there a holiday I missed or something. I call another branch and
they said they would send an email to the branch and that they probably didn't
take the auto phone system off. Not Surprised this bank obviously loves
automation! Less customer contact the better is their motto! It’s what
gives them that special #1 status w/JDPowers.
I call corporate and after the usual dog and pony voice
activated series of prompts (enter social then enter loan number) WTDevil I
only have one loan! But I digress..I get someone who says I am late on my
payment. No kidding like I don’t know that already I explained why and the
issue of their online banking system but it feel on deaf ears. I also told her
I had question about my interest calculations and she abruptly told me I need
to call XXXX. I asked her what number this was for and she said the Securities
and Finance customer service division as she was typing madly on the
keyboard. No doubt made a note in my permanent
record. GO for it hun! I then call
the number she provided, I get a women who after I explained my frustration to
her, she tells me I have to talk to a loan office at my branch? So
basically I'm back to square one again. I therefore call another bank and guess
what happens at 9AM in the morning..."Hello and thank you for calling
BB&T. Today is Jan 26th and you've
reach X, I am sorry but I will not be in the office today, please leave your
...and I'll return your call on the 27th when I return. WTDevil is
this? Today is February 7th!
In the meantime I have made every attempt since early Jan to resolve an issue
(not my first) with this bank and it is impossible to do it. The closest I came
to resolving anything was once at a
branch office where the manger had to call her special insider phone number to
ask my questions so they could explain it to her so she could explain it to me?
She admitted she since she didn't do loans she had no idea of what they were
talking about, but just kept repeating it’s fine the new statement is
correct. So I left there shaking my head
thinking if she doesn't understand what they explained to her how the Devil can
she explain it to me so I can understand it. Why for heavens sake when I called
the number on my statement them they can’t explain it to me directly and send
me to the branch? Since the work in that department they should know how it all
works, or is BB&T hiding something from their customers on they way they calculate
interest and fees? HUM….
My interest calculation hasn't been right for at least 6
months since I started making higher payments each month to get out of this
nightmare bank. If I'm wrong as a customer I'd like to know if I'm being ripped off by the bank. You would think they would be happen to clear this up. But they have proven they are not, therefore what am I to think but perhaps they are ripping me off and hiding it somehow by avoiding me. The balance is not going down fast enough for someone making additional payments on the principle. Also, if my
daily rate is X why is my calculation for interest based on their formula lower
than what my statement shows? I WANT ANSWERS and I want them from an
intelligent, source not some third party messenger or a robot!
JDPowers if you're following this bank it's time to re-evaluate your award