BB&T

The times, they are a changin’! With changes in people, from lax’d employees (out with the old) to people who care (in with the new), things seem to have changed with customer service. By adding Sarah P and Chelcie P to the team, service has transformed to a more personalized experience. There still seems to be a shortage of tellers, but the service level (at least for me) has improved tremendously.
It also seems that branch management has turned over 100% in the past couple of years, hopefully for the better.

I work at a nearby firm and we’ve been using this branch to transition the sale of a company car as well as to manage a couple other accounts. We had previously been advised by another location that BB&T could expedite lien/​title forms for certain issues. This location on Miami Boulevard delayed in returning phone calls and then mixed us up with another company so they were very rude to our bookkeeper when she called to aid in the process.
The branch manager called in on Tuesday the 24^th and insisted in speaking to our attorney and claimed that our attorney had lost the appropriate form when, in fact, we’d never received it at all. He called in and was very upset when I informed him that our attorney was not available. I questioned what the issue was since our bookkeeper had just left him a message on Friday the 20^th (2 business days ago) and she had spoken with him or his assistant in the past 24 hours. I offered to come and pick up the form personally, which agitated him since I wasn’t able to provide him with an account number. I questioned why he didn’t have the information from our bookkeeper if she’d just spoken to him and apologized for not being able to provide this information since I was not privy to such details.
He said he’d destroyed the information and proceeded to yell at me. I asked him not to yell at me and told him that I’d be happy to provide him with her conatct information. This angered him and he insisted that he was not yelling at me. I calmly stated, «Sir, I used to be a teacher and this is how you would speak to a child or someone who is severely misbehaving and disrespectful. I’m offering to personally pick up this information and I do not appreciate being talked to like this.» He didn’t like being called out and continued to argue so I calmly repeated, «your tone is still inappropriate and I don’t appreciate it.»
He finally allowed me to give him the bookkeeper’s phone number and then, in a snarky tone, proceeded to apologize and claimed once again that he hadn’t been yelling or talking down to me. I said, «I appreciate your apology, but you were definitely speaking disrespectfully to me and I don’t appreciate it.» He then hung up on me. This is a branch manager — how immature and rude!
I called the branch and spoke to his assistant who said he’d do his best to assist. Our bookkeeper then called me to ask what happened. Apparently the branch manager had called her and told her I’d said he was yelling at me all the while still whining about how he hadn’t been yelling at me at all. As soon as the documents were ready I personally drove over to the branch to pick up the documents, but Mr. Moore didn’t care to take care of me personally or even speak to me so he passed me on to someone else instead.
Today we were going through our mail related to company accounts and discovered that they had already sent the original title to us! We would never have had to go through the hassle of signing and having title transfer documents notarized in the first place, much less me getting yelled at or our bookkeeper driving from Greensboro to Durham to pick them up from me. We will not be doing any more business from BB&T considering how they mismanaged our accounts and documents, but also how they treated us when they were the ones who were disorganized and not on top of things.