BB&T

As a Citi customer I was forced to migrate to BB&T recently. The transition was anything but smooth. Cards and information were sent but BB&T failed to send me a pin number. Fail. They would also not reset it over the phone despite confirming my identity. Fail. There was also a time period where I had no access to Citi accounts or BB&T so some previously scheduled auto payments did not go through and I was hit with a late fee. So I was forced to go in to the branch so I could have a working debit card and access to my bank account, as I had none for a few days during the transition.
My first visit to the branch was to reset my pin number, which took all of five minutes. The personal banker feared that I was going to be rude to her because I was a Citi customer and apparently they’ve been rude in the branch. I was not because I’m not that kind of person. Once she realized that, the transaction went smoothly. When I told her about how rude the customer service people on the phone were, she just kind of brushed it off. Not cool.
My second visit to the branch was to speak with someone in person (due to their extremely rude customer service reps on the phone) regarding my auto pay that did not go through. When I explained my issue to Bernadette she seemed like a) she didn’t really care and b) she didn’t understand. Another banker came over and I re-​explained the situation to him. I was promised a call on Monday and as of Wednesday I’ve heard nothing. So much for customer service being a priority with this bank.
Breaking up with a bank is hard to do but it looks like that’s eminent with BB&T due to their lack of customer service and care. Just be warned if you visit this branch that employees will not be very confident in conducting transactions and they will not show any sympathy for any mistreatment by customer service by phone. If you’re willing to put up with that, then BB&T is the bank for you.