BB&T Car Loan: Customer Service Review from a Dissatisfied Customer

When we got a second car about a year ago, the car loan was through BB&T. The dealership sent out inquiries to several banks, and that was who they chose, because they had the best rate. I never knew what a nightmare dealing with them would be.

When I didn't receive my first statement, I called a local BB&T branch. Even though the dealership had provided BB&T with the correct mailing and physical addresses, it was discovered that BB&T had combined my mailing and physical addresses into one address. Their computer system had my post office box as being in the city that my physical address is in. Needless to say, I was not in possession of that post office box in that particular city.

This was a big deal to me because it meant that strangers had gotten my previous statements. The representative that I spoke with assured me that they had my address fixed in the system. During this call, I also signed up for automatic payments.

A month later, I finally received a BB&T statement, but the post office had to correct the address to get it to me. Apparently my address hadn't been corrected.

BB&T shared with me that they felt it was no big deal since I was on automatic payments. I expressed how I did not appreciate them sending my statements to the wrong address. I also shared my feelings about the waste of paper and not being environmentally friendly by sending monthly statements to people who are on automatic payments.

I was told that there was nothing that could be done.

When calling other BB&T branches didn't help, I called the BB&T branch in Richmond, Virginia that was listed on the statement. I told the lady that I no longer lived at the physical address that was in the system. She deleted it out and then asked for my physical address. I told her my mailing address was the post office box. After she entered that, she demanded the physical address.

I tried to explain the error to her, but she grew louder and tried talking over me. I screamed back that BB&T was getting their payments and that I was not giving the address to then recreate the same system error. She tried to lecture me, but I cut in asking rhetorically, what are you going to do if I do not give you the address since you are being paid? Then I hung up.

Anyone who has a mailing address and a physical address that are in two separate cities should not take out a loan with BB&T. It is my understanding that the combining of addresses is a system glitch that is not repairable. They also seem to have a policy of mailing to the physical address even if you have a separate mailing address. Financial records should be secure, which isn't possible when being mailed to the wrong address.