BB & T Bank
Online Bill Pay Change Caused Duplicate Checks and Overdraft Fees

I have been a loyal BB&T customer for about 15 years. I religiously use their online bill pay. Sometime during the month of August they basically changed from drafting what boils down to a money order to drafting actual checks. The problem is that they made this change in the middle of the month and never informed their clients.

As always, I went online to check the status of my recurring automatic bank drafts, and they were not there. The money was not deducted from my account either.

Thinking that there was an issue with the system, I redrafted my normal checks so that I would not be late on any payments. About 3 days later, one of my original recurring checks was delivered to the addressee. Realizing that I now had 2 duplicate payments sent out, I immediately destroyed the payment that I was able to intercept. The second set of checks, however, were both still active. Knowing that the second payment was issued only 3 days earlier, I called BB&T to stop payment. I was assured that the stop payment was in effect and that it would not be honored when cashed. I was also told that if it did clear, they would immediately reimburse me for any overdraft fees incurred due to this check.

Seven days later, the check did clear, putting me deep in debt with BB&T, even though it was confirmed over the phone and I sent a letter to that effect. BB&T's excuse was that the recipient did not disclose the check number when cashing it (???). Huh?

Also, after I complained on the original call that I was not notified (as was no one else) of the online check changes, there was a disclaimer that I had to electronically sign before I was able to access my account online. A day late and many dollars short!

I am interested in hearing from anyone else who has had issues with BB&T and their practices. Do not get me started about overdraft and late fees.

Company: BB & T Bank
Country: USA
State: North Carolina
Site: www.bbt.com

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