I have several accounts with this bank, including vehicle, home mortgage and investment loans, as well as checking and savings accounts. Everyone was extremely professional, courteous, and made me feel that they wanted my business. My previous bank (of 12 years) seemed like they wanted me to jump through hoops to get anything. So I switched to BB&T for everything and I have not been disappointed.
On infrequent occasions, I have written a check that will be for more than the amount that I have held in my account; most recently a check for $25.00. I will agree that this overdraft is my fault; however; BBT's fee response, to me, borders on gouging! If you have an overdraft of only $25.00, you will be charged an "overdraft fee"of $36.00 and a "returned check fee" of another $36.00. So, the $25.00 check along with the fees will cost you $97.00. With this type of fee penalties, no wonder that people have little sympathy for banks. No one likes to be gouged.
And another thought: even if you have exemplary credit, if you are a small business start up, do no expect to get a loan from BBT. Enough said. a word to the wise!
The employee turnaround is unusually high. New employees are so afraid to make any decisions that they call corporate headquarters for anything they do not feel comfortable about. This leads to impersonal decisions based on limited information, which then precipitates poor customer service.
The manager is unable to answer simple questions, and refuses to make decisions based on information that she has readily available to her, but is unwilling to take the time to investigate.
After more than a decade banking with this bank, I have been tempted to close my account on at least three separate occasions, but did not do so because of the hassle of setting up new direct deposits and online bill paying. However, I finally got fed up enough with the poor customer service to make the change, which takes a couple of months to complete due to Social Security demanding so much advance notice. But my new bank is such a great improvement that I am kicking myself for not making the change many years ago, when I first had the inclination.
BB&T puts too much emphasis on their BB&T online banking site. You call their customer service, and its like this. If I spoke any other language beside English, I would get better service.
So if you want a review, its like this. Their telephone service sucks big time. They claim that they can't understand me, but I can understand them.
And its to the point, the only one I will speak with is the CEO of the Company. Yes the CEO of the company, as the CEO is head of the company and responsible for the operations of the company.
I just purchased a house and the note was sold to BB&T. The closing documents had all the property and fire tax on it and I was paying escrow for the taxes. I never received a fire tax bill till the following year which had $65 in interest charges. I contacted BB&T and figured they would no what was going on with the tax bill. It took them 5 weeks to figure out that they never had a fire tax bill and it was not a lien so that it was not something they were supposed to pay. They have since changed their process and now it is a lien (What changed and why is it a lien now?) They say the process changed, but I believe that they made a mistake and I am paying for it. I am in the process of trying to refinance as I do not want to send them any additional interest for my note. Maybe hard to do.