Todd Collins sent a message to Kelly S. King - Chairman and Chief Executive Officer of BBT Corporation - Email Address that said:
I am sending the email in disgust with the way BBT has treated me. I was advised when I opened my account by a gentleman at the branch that he had added overdraft protection to my account. I opened my account online and had problems so was directed to the branch. I received an email last week advising me of an overdraft. I called customer service on Wed of this week, and the young gentlemen said there was only my savings account on my account to use as overdraft protection, no alerts or anything. He kindly added those for me. He returned one of the fees and advised me that I could file a request for the others or go to the local branch and they could take care of it. When I got to the branch I spoke with Tony, he was a bit condescending and advised me he could do only 50 dollars of my fees. I said lets do that and then I could request the others later, he then advised me that he could only do the exact amount? that makes no sense because two fees of 36 dollars is 72? I called customer service back and spoke with Maria a supervisor who continued to interrupt me several times. She advised me that adding alerts was something the customer does online and that they never do that at the branch or with customer service, even tho, I had it done for me earlier in the day. Furthermore, she advised me that it was my fault I had opted in and that she could not refund my other fees. I have spoken with Vicky a local branch manager who has been very helpful however she advised me she could not give me the fees back because they did not originate at her bank. She advised me to call Johnathan? at the Jonestown branch here in Winston- Salem. He was not very helpful, and advised me that no matter what amount you set your alters to it will never prevent you from going into overdraft? Therefore my question was your alters are useless? and he could not answer my question. This all if a communication issue. People need to know their job, and what their responsibilities are when talking to customers. You have a customer finances at risk, and today people are living paycheck to paycheck, and can,t risk losing 72 dollars because of misinformation. In all my years with USAA, I have never had such horrible customer service, and I have only been with BBT for less than 6 months. This is not acceptable, had the employees been informed or cared enough to make themselves informed, then they could have informed me and I would not be in the situation.
