Ranked #1 by JD Powers and Associates in CustomerService! You're kidding right? They must have paid someone big bucks tobe 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 corporateHeadquarters 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 allhave them right. But in this world of online banking without my computerand given I am a contractor who does not have direct deposit nor a routine cashflow of receivables to set up auto billing I have to pay when the money isthere. It's always there by the grace of God, but I am forever juggling thetiming of it so as not to pay more than I absolutely have to. Without thecomputer and up to date numbers I'm dead in the water. It took a week to get back online, fix theputter and get the car into the shop, which means I'm now land locked at homeuntil tomorrow. Closest bank is 15 miles from me.
Their robo callers started calling me on Friday, which didn't surprise me sinceI couldn't get to the bank on time or even make an online payment. "Hellothis is BB&T if you are X please press 1" "If you need a minuteto get X please press 2" If X is not available please have X callXXX... And refer to code 123456." WTDevil is this? Customer Service? They have called on average 3x a day since Friday at various times. I guesshoping to catch me. Well that caught me the first time but I don't talkto 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 paymentafter spending an entire morning figuring out what cleared and how much I haveto work with at my bank. However, BB&T's online banking will not allow meto make an online payment unless I have a checking account with them? Huh? WTDevil! None absolutely zero of myother accounts; checking, savings, credit cards whatever, have this restrictionto online banking or payment bill paying. What's the dam point of onlinebanking 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'sclosed? Is there a holiday I missed or something. I call another branch andthey said they would send an email to the branch and that they probably didn'ttake the auto phone system off. Not Surprised this bank obviously lovesautomation! Less customer contact the better is their motto! It's whatgives them that special #1 status w/JDPowers.
I call corporate and after the usual dog and pony voiceactivated series of prompts (enter social then enter loan number) WTDevil Ionly have one loan! But I digress. I get someone who says I am late on mypayment. No kidding like I don't know that already I explained why and theissue of their online banking system but it feel on deaf ears. I also told herI had question about my interest calculations and she abruptly told me I needto call XXXX. I asked her what number this was for and she said the Securitiesand Finance customer service division as she was typing madly on thekeyboard. No doubt made a note in my permanentrecord. GO for it hun! I then callthe number she provided, I get a women who after I explained my frustration toher, she tells me I have to talk to a loan office at my branch? Sobasically I'm back to square one again. I therefore call another bank and guesswhat happens at 9AM in the morning..."Hello and thank you for callingBB&T. Today is Jan 26th and you'vereach 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 isthis? 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 cameto resolving anything was once at abranch office where the manger had to call her special insider phone number toask 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 weretalking about, but just kept repeating it's fine the new statement iscorrect. So I left there shaking my headthinking if she doesn't understand what they explained to her how the Devil canshe explain it to me so I can understand it. Why for heavens sake when I calledthe number on my statement them they can't explain it to me directly and sendme to the branch? Since the work in that department they should know how it allworks, or is BB&T hiding something from their customers on they way they calculateinterest and fees? HUM….
My interest calculation hasn't been right for at least 6months since I started making higher payments each month to get out of thisnightmare 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 mydaily rate is X why is my calculation for interest based on their formula lowerthan what my statement shows? I WANT ANSWERS and I want them from anintelligent, source not some third party messenger or a robot! JDPowers if you're following this bank it's time to re-evaluate your awardsystem.
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