Stacy sent a message to Kelly S. King – Chairman and Chief Executive Officer of BBT Corporation – Email Address that said:
Dear sir/ma'am,
My name is Stacy, and I am reaching out in hopes that I may recieve some type of answer with an identiy case. For the past month, I have been battling a fraud case against me. September 26th, there were two fraudulent checks deposited onto my account after my room was broken into, but I did not notice it until two days later since I do not check my bank account that frequently. After I reported it to the police and the BBT fraud department, I was told to wait until the investigation is done.
I have waited from September 30th and even going on until today. The problem is how much lonnger am I to wait realistically? Not only am I a finance student studying at Alabama AM University, but I am a soldier in the United States Army National Guard and this situation is giving me a huge financial hardship.
Upon doing more research, I have discovered that the Mobile Banking Servive Agreement, Section IX, Paragraph C tells me that,
" If you tell us orally, we may require that you send us your complaint or question in writing within ten (10) Business Days. We will tell you the results of our investigation within ten (10) Business Days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your Account within ten (10) Business Days for the amount you think is in error, so that you will have use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within ten (10) Business Days, we may not credit your Account.
If we decide that there was no error, we will send you a written explanation within three (3) Business Days after we finish our investigation. You may ask for copies of the documents that we used in our investigation."
I have patiently waited while taking classes and at work, I have been in the field recieving Army Training, and called periodically and still have not recieved a call back, or anything other than collection notices in the mail.
The BBT branch has helped me out a lot, I have been speaking to Mrs. Cheryl Wheeler at a branch in Huntsville Alabama and then I got sent to Mark (who initially called me) from the Investigations department, he directed me to somebody who is supped to be handling it. I spoke with somebody from the Claims office who told me they would have her call me and it never happend. I left a voicemail on the numher I was referred tp and ultimately I feel as though I am just getting the run around.
Sir/Ma'am I do not mean to play the disgruntled customer but I am tired, hungry and without money to spend. I spoke so highly about BBT over the two years I have been with you all, however It is hard to stay motivated and positve as of late without communication from a victim of fraud.
Stacy
