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rude and hateful woman at bb&t

Mar 13, 2008

BBT banking complaint by Meganann08

I was having problems checking my balance on the bb&t online banking and calling the phone 24 number. It kept saying my password was not valid.

I called the bb&t in Wytheville, Virginia and spoke to a woman named Janice Smith to see if she could help me or atleast tell me what my balance was. She told me that she couldn't access my infomation and that she couldn't help me.

She was very rude with me and after she told me that she couldn't access my information. Then she proceeded to tell me that my online account had never been opened. However, I find it strange how she can't access my information, but yet she can tell me that I've never been on the online banking.

After she told me that I had never even been on there in the first place (which I know I have because I was having problems setting up an account) she then told me that the username I told her I was using was wrong. By then I was very confused and very angry with her because she kept telling me she couldn't access my info, but then somehow did and told me i had never been on the online banking, and then told me i was lying about the password I used. Then she got very defensive about it and changed her tone and raised her voice at me when I asked her if she was calling me a liar.

She was very rude with me and refused to help me out, but I called a different person and i was on the phone with them for 5 minutes and they already told me how to solve my problem, as opposed to the thirty minutes I was on the phone arguing with Janice.

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Comments (1)

1. Written by banker (former employee), on 23-07-2008 13:59

Meganann,

The customer service reps at the branches are not supposed to be giving you account information over the phone due to security risk. I.E. there is no recording device or even caller ID on branch phones so... if someone who is not the client calls for account information and then there is fraud commited on the account ... there is no way for the bank to track it. This is why all inquirys SHOULD be done online or though the 24 hour phone line 1(800) BANK BBT. Ms. Smith was probably trying to follow policy without saying "it is policy that..." because, lets face it ... you would have argued .. "weeeeelllll so and so did it for me... why cant you..." its much easier to say "I do not have the ablility". I must admit, i finally gave up following policy and answered balance inquiries because so many lazy clients would whine/ get angry and even get verbally abusive ... soo it is much easier for the agent to just let it go. In terms of Online banking if you ever have a problem logging on, contact Online Banking support. They would have been able to reset your Online Banking password for you via phone. .... I thank God im out of Customer Service EVERY DAY! lol... they get paid piddles to take ABUSE from all sides!

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