Amy Skuta Burgdoff sent a message to Kelly S. King - Chairman and Chief Executive Officer of BBT Corporation - Email Address that said:
Dear Mr. King,
I have recently satisfied the balance on my BBT Mortgage. The loan was satisfied in full on 4/26/2017. Prior to this, I contacted BBT to find out how I could access the remaining funds in my escrow account. I was told I would need to send written communication via fax communicating my desire to have it deposited in my BBT Savings Account. I sent the fax per the instructions the day after my call (4/25/2017). I contacted BBT today to check on the status of my escrow balance. I am being told that it is BBTs policy to hold those funds for 15-20 days post loan satisfaction and that my fax was either not received or not recorded on my account. I was given the option to send another fax or mail something via USPS. How antiquated are BBTs practices that it takes you 20 days to return my money that was always paid on-time and that you have no continuing rights to? Also, a fax? Who sends faxes in 2017? There is too much room for error when sending faxes and mail when I could have sent an email which is traceable and easily resent in the event it is lost or overlooked. It is also more secure. Additionally, I had to verify my identity to the associate on the phone by answering numerous personal questions. Why cant I make determination about the distribution of my money after this verification? Im not asking for cash - Im asking for deposit of money into an account with my name on it. That said, I cannot wait to receive my escrow proceeds so that I can sever my remaining ties to BBT. The customer service and handling of my business has been less than stellar!
