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2.2

On May 2, 2016, we made a deposit of $511.65 ($433.24 cash, $78.41 check) into our BB&T business account in Peachtree City, Georgia. Around May 5, we received an account adjustment letter notifying us that a debit of $20.00 had been made to the account due to โ€œan error in addition in your depositโ€. Note that the deposit was counted in front of Bobby, my husband, and although he was not given a receipt stamped with the amount at that time, we have a deposit slip image showing that amount, obtained from on-line banking.

I went to the branch on May 9 and spoke with teller Renee, who initially could not find the supporting paperwork and told me she would research it and contact me after doing so.

On Monday May 17 after not hearing from anyone, I went back to the branch and Candace checked with Renee, who was at lunch and said that she, Renee, turned the matter over to the branch manager, Brandy, who was out on maternity leave. Candace telephoned the regional AOA?, the person that she said was responsible for ensuring that best practices were being followed and who could โ€˜overrideโ€™ the $20 debit. Candace indicated, after speaking with that woman, that there was nothing that could be done; asked as to what good a receipt showing the correct amount was, she was unable to answer. I closed the accounts that day - we have sold the business and would have closed the accounts, regardless by the end of the year, but this sped the process up. The person who closed the accounts, Doris, who is commonly called Annette, Crump, is the same teller who handled the deposit, per Renee, and she also could not explain my questions. We believe that the tellers key in the denominations at the time of deposit, but arenโ€™t sure; we are sure that in the past, when a deposit has been short, as has happened at least twice in 2 years, the teller handling the transaction has immediately notified us, with the exception of a similar incident about four months ago, again handled by Annette. In that case, the charge was credited back to our account after I went to the branch and spoke with Mary, the acting branch manager.

On May 20, after continuing to think about what happened, I contacted customer service by phone, 800 226-**** at 1535 on May 20 and spoke with Ivan regarding the matter. After explaining the situation, and my unhappiness with the way the entire incident was handled, he initially asked if I recalled how the deposit was made (in what denominations) and when I told him we did not know, he said it seemed likely that the alleged shortage was not noticed until the deposit was processed. Asked for a definition of โ€œprocessingโ€, he said when it was counted, which was done as Bobby made the deposit - neither he nor I have EVER had a deposit made where it was not counted while we were there. Ivan contacted the branch and asked if Annette could call me back to discuss the matter, and I agreed that this was acceptable and provided him my home and cell phone numbers. We did not discuss the fact that she is the person who made the error, or that she was the person who closed the account.

On May 24, after not receiving a callback, again, from anyone at the branch I called the customer service number and spoke with Juwanna, CSR - she said she would call the adjustment department (as Ivan did on the 20th) while I was on hold for about 10 minutes. Recommended that the branch be contacted, by her. Their records show a cash deposit of $413.24, but again, WHERE DID THE DISCREPANCY COME FROM?! and why was it not caught at the time the deposit was made. Juwanna got her supervisor involved and he recommended that she contact the branch, which she did, and she was told that the branch โ€œinvestigatedโ€ - she suggested I go into the branch, talk to the manager, Brandi Wilkerson 770 631-****, and confirmed that the branch is the deciding factor - total of 45 minutes getting this information. Called the branch at 12:01, Brandi is out on maternity leave until July 2 - spoke with other Brandy and she said sheโ€™d contact the adjustment department and call back, which she did and advised that she was told that check was run for 98.41 and cash 413.24 - 2 errors in same transaction, which equalled the total deposit and that she would email her supervisors and get back in touch with me NLT Thursday. Brandy Rengate (sic).

On Friday, May 27, after not receiving a callback, I called Brandy, who spoke with her Area Operations Officer on Wednesday said that since the cash detail matched, it was not a bank error, but that she, the AOO will submit it to the complaint line/chairmanโ€™s line - they should call me themselves NLT early next week.

;

Wednesday, June 1, afterโ€ฆโ€ฆnot getting a callback, I called Brandy, who was at lunch - left a message on her voice mail. Friday, June 3, called Brandy afterโ€ฆ.same old @1001, left msg. on her vm. Called on 6/7, she was not in yet - NO MSG.

In summary, despite that fact that this is a small dollar amount, the fact is that BB&T is handling the matter as though it is the customer, automatically, who made the error. Clearly an error was made, and we believe firmly that it was a teller error due to the facts that our sales system shows the daily deposit amount based on cash and check sales (the amount on the deposit slip), we totaled the deposit, AND we were not notified at the time of the deposit that the deposit was short. The account has been closed, but without a logical explanation as to why we should be penalized for an error when it is unclear who actually made the error, we believe we should be reimbursed for the funds taken from the account.

Contacted the Consumer Finance Protection Bureau and filed an official complaint, and received the response that per BB&T's policy, "The Bank has no duty to compare the items listed on the deposit slip with the items accompanying the slip when the deposit is received by the Bank for accuracy as the Bank relies upon the information you provide on your deposit slip when initially processing your deposit. " Note that this is not the complete response, but for anyone who handles money, what BB&T's policy indicates is that the receipt you receive is worse less than the paper it is printed on - their teller makes a mistake, you pay for it DESPITE having the receipt, and their policy is that 'we don't have to count it - it's your responsibility to give it to us the right way'. We did, they did, and yet, we're still out money - consumer beware.

Reason of review: Problems with payment.

BBT Bank Cons: Incompetence and no service.

Location: Peachtree City, Georgia

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