Worst customer service

[Benton]

(06-17-2015, 12:11 PM)fredtoast Wrote: If it is justr me then this is the same way I look at it.  But when I am ordering for my kids and they are very specific about what they want I take it back and make sure it is prepared correctly.  My girls are not really picky eaters, but there is some stuff they don't like and they shouldn't have to put up with mistakes.

On a serious note I had a real problem with BB&T (Branch Banking and Trust) Mortgage department.  My mortgage payment was automatically taken from my checking account every month.  Out of the blue I get a notice that I had not made a full payment and there were late fees involved.  I contacted my bank and they told me they had sent the full payment.  I called BB&T and they told me they would "look into it".  Since I figured it was just a minor mistake I didn't follow up on it until next month when I agains was told I was behind in my payment.  I called BB&T again, but this time I spoke with a supervisor.  Again i told them the full amount had been paid on time, and again I was told they would "look into it".  When I still didn't hear back from them I filed a complaint with the Federal Consumer Financial protection Bureau.

Finally I heard back from BB&T.  They claimed that a part of my mortgage payment had been applied to another account belonging to another person with my name.  I never believed that story for a moment.  It just didn't make any sense.  I think one of their employees stole some of my money, but they didn't want to admit it.  But the wholoe thing took almost 3 months to straighten out.  at one point I even made an additional payment to keep a late payment from showing up on my credit report.  In the end it didn't cost ma any additional money or late fees, but it was shocking how hard is was to get them to address the problem.  

That's because if the person answering the phone doesn't do anything, you typically aren't their problem in the future. You call, you get someone else.

I had a similar problem with ATT. They said I owed a partial bill. I spent 4-6 months calling and getting people who always told me it was taken care of. I would give them the check numbers and dates and we would get it sorted out. Then I would get another late notice bill.

Finally after about 6 months they turned me over to a collections agency. I didn't pay it at first, but eventually I gave up. It wasn't worth wrecking my credit over $46.