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The good, the bad, and the ugly - discover what customers are saying about BB and T

Welcome to our customer reviews and complaints page for BB and T. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with BB and T.

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10:14 pm EDT

BB and T Douglas Bruchma, and Sarah Richardson

Douglas Bruchma of Baltimore Maryland
[protected] and Bravette and Cassandra Fleet of Baltimore Maryland
1 [protected] We started this process June 26, 2020 of refinancing My house, Problems started immediately. Sarah Richardson, Real property and land conservation manager at the Virginia department, Sarah is the person to send the final paperwork to the underwriters, After talking to her I found that she was overwhelmed by the 42 cases on her deck, And I was faxing her the same information every 2 days. Douglas Bruchma is another problem. It has been a 100 days and this process is still not over have I done something wrong, Help
Call me at [protected], thank you

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6:39 pm EDT
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BB and T Online account hacked

Noticed a charge on my checking account that I did not make and called BB and T immediately. someone was trying to use my check card in Indiana (I am in North Carolina) to buy $1300 dollars worth of appliances. When I called< I was told that my home address had been changed to a Brooklyn, NY address. ? Someone hacked my account online and changed all my personal info without BBT even notifying me in any way. When I panicked and started asking the customer service rep on the phone to help and what to do, I was flatly told that it was MY responsibility to call the appliance store and get the order cancelled, thet it was MY responisibility to get the store to fax something to BBT saying that they were 'releasing' my money back to me, etc...they will not help you, they take no action for you whatsoever. They then sat on MY money for two weeks, refusing to credit me back the 1300 dollars even though the furniture store cancelled the order. I have never in my life seen such poor customer service. YOUR MONEY IS NOT SAFE WITH BB AND T .

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Update by Okraqueen
Jun 08, 2011 8:54 pm EDT

I dont want every bank to be alike, I just encourage people out there to choose banks with excellent cutomer service and ditch the crap ones like BB and T. I think thats what this site is for! To help people choose.

Update by Okraqueen
Jun 08, 2011 8:52 pm EDT

Thats so crazy and scary! I used to work at a large hospital in Maryland and they went through hell one time because someone stole a hospital laptop with thousands of peoples ss numbers and other personal info on it. AND the hospital took full responsibility and even offered free identity protection/recovery services to all the people involved. I love to see customer care like that. :-)

Update by Okraqueen
Jun 08, 2011 8:33 pm EDT

Nothing else on my computer was hacked, I have virus protection.

Update by Okraqueen
Jun 08, 2011 8:12 pm EDT

I'm not a ###, I'm a college educated, intelligent, employed woman with password protected internet. My USAA account didnt get hacked into, none of my other accounts were hacked into, just BB and T. Hmmmmm. And, Yes, BB and T should do what USAA does and dispute it, taking the side of THEIR CUSTOMERS, and do a courtesy release.

Update by Okraqueen
Jun 08, 2011 8:08 pm EDT

Yeah its MY fault because I didnt protect MYSELF. Youre so stupid. Cant wait until a hacker gets ahold of you. And my point about USAA is that they are a WONDERFUL bank who PROTECTS and CARES about their customers PROACTIVELY when an INNOCENT person is ROBBED.
"blaming the victim' is never acceptable.

Update by Okraqueen
Jun 07, 2011 9:23 pm EDT

BTW, I clearlt stated in the complaint that I asked them to cancel the card. Now I KNOW you work at BB and T; you cant see whats right in front of you!

Update by Okraqueen
Jun 07, 2011 9:22 pm EDT

That is total ###. I still have USAA and when I had a fraudulent charge put on my card, they IMMEDIATELY cancelled the charge. USAA told me that unless the compny can prove that I actually recieved goods or services, I dont have to pay it. So, NOPE, youre wrong. I imagine you work at that horrible excuse for a bank LOL.

Update by Okraqueen
Jun 07, 2011 8:50 pm EDT

I am a responsible person who has not bounced a check in years, so let me start by saying this is not a rant from a 'crazy' person who is angry because I incurred overdraft fees.
One morning about 2 weeks ago I woke up and got the kids off to school, and sat down to check my bank accounts. I do this every single day online. I was surprised to see a wierd balance for my BB and T account. I knew I had only written 2 checks from that account, and the account showed that NEITHER of the checks had gone through yet, so I was worried. When I looked under 'pending transactions" I saw that an appliance store in Indiana was trying to put through a charge for 1300 dollars to my account. (I live in North Carolina.)
Immediately I called in a panic and explained that I had never purchased anything from that store and that they were already showing my balance as reduced to 1000.00 by this transaction. I was asked to confirm some personal information so that they could make sure it was me. When I gave them my address, I was told that it did not match the one on file. After some heavy discussion, I was told that my home address had been changed to a Brooklyn, New York address.
I told them that I needed to report my check card stolen because I did not order anything from that store, and that I needed to change my address back to my correct one. I asked how to proceed and was told that I was responsible to contact that store and tell them it was a fradulent charge. Wierd. But I thought, whatever it takes, I need them to put that money back in my account because I had written my rent check.
I called the appliance store and they graciously handled the issue, cancelling the charge. Imagine my surprise when I got back on the phone with BB and T and they told me that I would have to wait 3 or 4 or maybe even 5 days for the charge to 'drop off' my account, effectively forcing me to bounce my rent check.
I drove directly to the local branch and sat down with the branch manager who gave me the same story. I began to panic, and asked her to please explain to me WHY if the store had cancelled the order, they could not give me my own money back. She insisted that the store had to fax something to them so that they could 'release the hold'.
I called the appliance store RIGHT THERE IN FRONT OF THE MANAGER. They told HER DIRECTLY that the charge was cancelled, that they had no form they could fax over, that the order did not even exsist anymore. The customer service rep on the phone told me that they were not holding any of my money, that BB and T was holding my money. The result?
BB and T still refused to put MY OWN MONEY back into my account for several days.
BB and T did not protect me online, did not notify me of the changes made to my account, did not report suspicious activity, did not do any of the work associated with getting the charges cancelled, and, in fact, witheld my own money from me instead of protecting me.
They opened a new checking account for me but I am closing it and switching back to my old bank, who actually cares about their customers. NEVER use BB and T...if someone steals your information, they will hold YOU responsible and make you pay, instead of protecting you and your money. They are every bit as bad as the thieves!

Update by Okraqueen
Jun 07, 2011 8:31 pm EDT

They didnt say anything about an affadavit? And what is the OCC? I went into the branch, actually, after the ridiculopus phone call with customer service. I sat at the desk with the manager and she didnt say that I had to fill out anything. She actually also told me not to bother to file a police report. She said that it would go nowhere because they wouldnt be able to determine the jurisdiction. I DID ask her to cancel the debit card. No one told me how they got any of my information, they just told me that someone had my online account information.

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annoyedatconsumers
Radford, US
Jul 31, 2011 3:50 pm EDT

With Check Card holds you have a couple options to get your money back. Have the company sign and fax a letter to the bank, this makes that merchant responsible if the funds do happen to charge to the account. If they do not do that, then the item does have to post to your account and a fraud claim would have to be submitted as well as the debit card be blocked to keep the account protected. Fraud claims typically get credited first (within 10 days) then they are researched. Any OD fees caused because of the fraud claim would be refunded. If it is later found that it was not a fraudulent transaction the money would be taken back out of the account. Fraud is big these days and happens to millions of people. It's all banks procedures to follow. It sucks, but there are steps.

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1:28 am EST
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BB and T Unethical forclosure policies

BB and T didn't allow us to lease our spec home, provided no help when asked for help, continued to renew our loan every six months and raised our rate even though rates were dropping. Told us when we approached them with a lease to purchase contract above the monthly note that we could not lease our home. Then we provided a cash short sale for 90% of what was owed and they denied that. What are our options? Has anyone else been told they could not lease their spec home?

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BB and T Auto financing gap insurance

GAP insurance is a good thing to have when financing a vehicle. Most policies will rporate the premium so that if you trade or sell the vehicle you get a portion of the premium back. BB and T does not do that. I financed a car for 5 years. The premium for the GAP policy was 700.00. I had the vehicle for 2.5 years. They refuse to refund any of the premium. Most GAP policies are not like that. In the end do not allow financing through BB and T or get GAP insurance through them.

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