BB&T Bank Customer Service Issues

About a month ago, I submitted paperwork to request a mortgage modification due to being off work from March until November because of an injury, which forced me to quit my second job. Despite faxing the filled-out paperwork, I have yet to receive any response. The fear of losing my home has been keeping me up at night. I am reaching out for assistance, but the lack of communication from your end is causing me great distress. Please provide me with an update to help alleviate my worries. Thank you.

After Susquehanna Bank transitioned to BB&T, I updated all my details, but I never received a permanent debit card. I was given a temporary card which I later found out expired after 30 days. I requested another temporary card a couple of months later, emphasizing that I never got my permanent card. This was done in early February. However, as of now, I have yet to receive a new card despite the online banking system indicating that I should activate a card expiring on 02/29/[redacted] and that any existing or temporary card will close automatically.

I recently noticed a $[redacted] fee on my account and when I reached out for assistance, the manager informed me that they couldn't help. I have been a loyal customer for almost four years and have faced overdrafts on my account twice. As a college student experiencing financial hardships while trying to secure a new house, I rely on my direct deposit and stable job. The manager's unprofessional and rude behavior left me feeling insecure and disrespected. Working in a similar industry at a different bank, I know that managers have the ability to assist customers facing financial difficulties. Despite my positive experience over the years, this encounter has left me dissatisfied and seeking genuine help during this challenging time.

I am facing a significant problem due to an excessive overdraft that nearly wiped out my entire paycheck. As a 6-year-old Vietnam veteran dealing with PTSD, depression, and anxiety, I am extremely distressed because this situation has left me without water, electricity, and facing the risk of car repossession. I reached out to various organizations for help, including my vet counselor, psychiatrist, and disabled veterans' legal aid. I also discovered that there was misinformation regarding an overdraft related to Dish Network, as they confirmed they did not make any deductions from my account. Despite being told my income was high, I find it unacceptable to have such a large overdraft imposed on me. I urgently require my money to be refunded. This situation has left me, a diabetic, without food and in a difficult position, and I will not stand idly by while this issue remains unresolved.

I've been attempting to pay my mortgage online for three days now. Unfortunately, I'm encountering issues with the "make a payment" option not appearing when I try to pay online. Despite attempting to contact customer service, initially, the estimated wait time of 59 minutes deterred me. However, after my continued failed attempts to make a payment online, I called back only to be informed by the automated system that I needed to speak to a representative due to being unable to use the U system. Strangely, no number was provided to reach a representative, leaving me in a loop of unsuccessful calls. This problem has persisted for a few months since the website update, causing me frustration as the system seems to operate inconsistently. My biggest concern now is the inability to speak to a real person to resolve this issue. Your assistance in this matter would be greatly appreciated. Regards, Trista H.

I have an auto loan with BB&T. I submitted a request to change the bank information for the automatic draft from BB&T. Despite receiving a notice from BB&T stating that the change would take effect on 1/18/[redacted], my account with Pinnacle is still being drafted for the monthly payment. After confirming with a local BB&T representative that the new bank information was on file, I contacted a member of the loan team who processed a payment over the phone. She assured me that the new bank information would be effective June [redacted]. I am reaching out to address this issue and ensure that the correct information is on file and has been activated. My loan number is 41[redacted]. My name is Patricia Poindexter, and I can be reached at [redacted] Sunset Point Dr., Moneta, VA [redacted].

We reside in Marietta, PA [redacted], and have been pleased with the BB&T branch near us. Terri Hundert assisted in opening our account and was professional and pleasant. However, we have noticed that Becky, who works behind the teller window, has recently been less friendly in both phone conversations and in-person interactions. During a visit with Terri, my husband forgot his bankbook, and when I called to inquire, Terri was unable to check for it immediately due to ongoing customer needs. We believe that fostering a family-like environment at the bank is crucial, and we suggest that Becky receives training in guest recovery to uphold this atmosphere. As someone who worked in the service industry for 31 years, I understand the importance of excellent customer service. Just as in the restaurant business, good service can often make up for any shortcomings. - Dyanne W.

My daughter attempted to inquire about debit card fees while traveling abroad. Her college’s local bank assured her there were no fees, but I suggested she confirm. Visiting a local branch at home later, they redirected her to call the international number. Despite multiple attempts, she faced long waits on the phone and couldn’t stay on hold. Now that she's overseas, I’m still trying to understand the applicable fees. Although I reviewed the online fee chart, I still have uncertainties. The international number couldn’t assist me as I lack her card's pin, though I am an account holder. I believe there's a $5 fee for each overseas ATM withdrawal. However, I’m uncertain if the $3 out-of-network ATM fee applies. Do the 2 free ATM fee allowances extend to international transactions? Does the 3% fee apply to both ATM withdrawals and purchases, or just to purchases? Additionally, is there a currency conversion fee for any transactions? I want to inform her of the best ways to avoid high fees, but I'm frustrated by the lack of clear answers from the bank. Since she has a student account, I feel she deserves some fee waivers after this ordeal. Travel should be exciting for her, especially since it's her first time, but these financial concerns have made her anxious. She thought she had done her due diligence by initially asking at her local branch. Any guidance would be greatly appreciated at this point. - L.

I'm frustrated with the long hold times; waiting for 47 minutes is not acceptable. I reached out to the CEO and received acknowledgement of my message, but I never received a response or resolution. It's disappointing to not feel valued as a customer. In an attempt to avoid future waits, I tried to register for online banking, only to be told I already have an account - which I do not. Now, I'm back on hold trying to rectify this issue.

Dear Sir, My son is enrolled at SCAD in Savannah, GA as an international student and does not have a Social Security Number. He has an account with another bank that offers online banking, but he realized that he cannot proceed with online transactions as it requires a Social Security Number, which he does not have. Despite seeking assistance from the bank, he was informed that only ATM or teller transactions are possible due to system limitations. I believe we may have erred in choosing this bank for his account. I am inquiring if BB&T's online banking is accessible to international students with an F-1 visa, college student ID, and foreign passport but without a Social Security Number or U.S. driver's license. Your prompt response would be greatly appreciated. Thank you, and we anticipate hearing from you soon.

My husband was diagnosed with cancer in [redacted], and in [redacted] we received devastating news that he was terminal. Understandably, our income decreased significantly. We visited our local bank branch to find a solution. It was decided that selling our RV would be the best option. We brought in the RV, and although I don't recall the exact amount, we made the payment as agreed. However, it has been almost five years now, and the FICO report still shows it as a serious delinquency. I would appreciate advice on how to rectify this on my credit report. Thank you in advance for your assistance. The loan was under the names Jimmy R. Hopson and Brenda L. Lyons in Winter Haven, FL.

Yesterday, I lost my card but found it later. There was a hold on it, and I would like to remove it to use the card again. I need the phone number on the back of the card reset, as it is not providing information about my account balance. My branch in Shenandoah, PA mentioned that the account associated with the card number needs to be reset. My fiancée also uses the account and sometimes enters the wrong information when trying to check the balance. I assured the bank that only I would call for the balance. Melissa S. is the other account holder. We share a joint account.

I was hoping to inquire if it would be possible for my overdraft fees to be waived just this one time. I found myself in a difficult situation and acknowledge that I am at fault for overdrawing my account. I didn't monitor my account closely and realize I won't be able to settle my bank balance unless the fees are stopped. I commit to refraining from using my card until my account has adequate funds. On November 16th, [redacted], I will deposit $[redacted].70 into my account, and I won't have additional funds until two weeks after that, reliant on my paychecks to clear this debt. Could we potentially negotiate a lower agreed-upon payment, perhaps half of the $[redacted].70? I will activate overdraft protection once this balance is settled. I eagerly await your prompt response. Thank you for your time and consideration.

I made sure to track all my expenses in my checkbook as well as through the app. Recently, I had $2.83 in my account, received $20, and made a food purchase, leaving me with around $14.40. However, when I attempted another purchase, I was surprised to find that my account was showing a negative balance of $43, even though I had already accounted for most of these transactions. I have safeguards in place to prevent overdrafts, so it's puzzling why this happened. I kindly request a refund for the duplicate charges and the remaining $14 from the $20 I received. I tried to reach out for assistance yesterday, but I was disconnected, which has left me dissatisfied with the service I've received. I genuinely hope to have this matter resolved promptly as I don't want additional unauthorized deductions when I receive my next payment. Thank you for your attention to this matter.

To whom it may concern, I have encountered multiple issues with BB&T recently. Initially, I faced problems trying to deposit a check via the ATM on January 28, [redacted]. After unsuccessful attempts, I resorted to using the mobile app to upload the check. However, checking the status online revealed that the deposited check did not even show as pending. Upon contacting customer service and visiting a branch the next day, I was informed they could not cancel the uploaded check. If both the physical and uploaded checks were processed, I would be charged, causing me to proceed with the physical check deposit. Subsequently, when attempting to log in to the BB&T app the following day, I encountered issues. I opted to reset my password due to a new phone but was unable to do so online. After contacting BB&T, I was informed that my information had changed within the last 30 days, although my details remained the same for years. Despite providing this information and requesting a password reset, I was advised to visit a branch for assistance, highlighting a significant communication gap between phone services and branches. This experience has left me dissatisfied with BB&T's service. Sincerely, Lorena B. [redacted]

I've been caught in a frustrating cycle for nearly a week now. I encountered a $[redacted].00 overdraft fee on my business payroll account, despite transferring the necessary funds the day before as I always do. Checking early on payroll day, I noticed the transfer hadn't gone through, so I made another mobile online transfer while on the move. However, a hold was placed on the transfer, originating from the operating account at BBT. After numerous calls to various departments, I have yet to have the charge reversed. This entire situation has pushed me to contemplate closing both my personal and business accounts with BBT due to the treatment I've received.

My name is Richard Lemons and I am reaching out on behalf of Judy Embert from Millington, Maryland. Recently, Judy deposited two U.S. Treasury checks in my name at her bank, BB&T, as they had indicated they would accept them. However, it has been over two months since then, and despite Judy fulfilling every request from BB&T, the funds have not been made available to her. I am not seeking personal information, but I am concerned about the delay in releasing the funds. It has been more than 10 weeks since being informed that all necessary steps were completed, yet there has been no update. Any assistance would be greatly appreciated, as communication costs from the Philippines are high, and the time zone difference adds to the challenge. I hope this matter receives attention and does not need to be escalated further. Thank you for your help.

I have encountered issues with my BB&T account while teaching abroad in Cambodia and China. Unauthorized charges were made by VPN companies through Apple, resulting in overdraft fees on my account. Furthermore, Apple attempted to charge my card without my permission. I want to address these unauthorized charges and overdraft fees as they are not legitimate. Currently, I am unable to access my online account, and contacting the [redacted] number from China or Cambodia is challenging. My primary use of the account is to receive income tax returns and income from Amazon. I do not have another U.S. bank account. My online access username is Smjohnso0911, and I urgently need assistance to resolve this matter, particularly to have the overdraft fees removed and ensure the unauthorized charges are addressed. Your prompt help is greatly appreciated. Thank you. Steven J.

I am a BB&T account holder currently residing in Cambodia and China. Lately, I've encountered issues with unauthorized charges from VPN companies through Apple, resulting in overdrafts on my account without my consent. Apple attempted to charge my BB&T card without authorization, causing financial strain. Subsequently, I find myself locked out of my online account. Regrettably, I'm unable to contact the listed *** phone number from my current locations. Being dependent on this account for receiving tax returns and income from Amazon, I urgently require assistance to regain online access and address the unauthorized charges and overdraft fees. I request the removal of these charges as I did not initiate or approve any of these transactions. My online account username is Smjohnso****. Restoring online access is my primary concern, followed by rectifying the erroneous charges to facilitate managing my finances. Your prompt help in resolving these matters is greatly appreciated. Thank you, Steven Johnson.

I tried to purchase groceries with my temporary debit card at the grocery store but was denied. After calling BB&T, I experienced multiple issues. I was transferred to different departments, had to re-verify my information, and was continually told I was in the wrong department. After significant wait times and frustration, I finally reached the fraud department. It's frustrating that my card triggered a security alert at a store I frequently visit while it had no issues at a store I rarely go to. The process of resolving this issue was time-consuming and confusing. It would be beneficial if BB&T trained their representatives to direct customers efficiently to the right department. Overall, the experience was exasperating, with approximately 45 minutes to an hour spent on hold and navigating through various departments.