Marilyn Southern sent a message to Kelly King that said:
As a longtime customer, I have had the worst possible banking experience with BB&T over the past week. I had an authorized charge from Microsoft and had tried to solve it with Microsoft with no luck. I called BB&T and was asked if I wanted to start a fraud investigation. I told the representative no, I wanted to try one more time to resolve with Microsoft. I was finally able to resolve it with Microsoft. I told the BB&T rep three times not to cancel my card. He ignored me and canceled it anyway. This put me in a terrible bind because I had an expensive car repair on Friday that I wanted to put on my card. After talking with mostly unhelpful people at BB&T, a representative on last Wednesday told me BB&T would overnight me a new card which would arrive on Friday. It is Monday now and I still haven't received my card! The poor customer service and negligence of your employees has cost me about 8 hours total of phone calls, waiting, being transferred, and then not receiving the card which was canceled by a rep when I told him three times not to cancel it. I am so thoroughly disgusted with this bank that I am seriously considering moving my business to a bank that values it's customers more than BB&T/Truist.
