BB&T

BB&T Safe Deposit Box


The box was apparently opened in 1986.  I do not know this because the bank has refused to give me any documentation.  This was said to me verbally by a service representative at the Chantilly branch.

Some years after that (we used the box only occasionally for travel purposes) we were notified that the bank branch that housed the safe deposit box had closed and the box was moved.

We continued to pay for the safe deposit box for years thinking we would use it again...and?once we needed it we would determine the location of the bank branch where the box was located.


After a number of years, we decided that we would not need the box again and I should close down the account.  At this time:  we did not know where the box was located and knew nothing about how to close it.  Accordingly, I went to the Chantilly branch in December, 2011 to ask what to do and how to shut down the box.  I had no information to offer other than BB&T automatically withdrew the money from our account on an annual basis.


The service representative, a man whose name I do not know, assured me that he would shut down the account and it would be no problem.  Because I did not suspect that I was involved in a fragmented, byzantine maze, I did not record the visit, the service representative?s name, or ask for anything in writing.  Because this box is billed annually, I did not think about it any further.


I did not think about it, that is, until December 2012 arrived and the deduction was automatically made once again.  In other words, the service representative did nothing and did not tell me he did nothing.


I returned to the Chantilly BB&T branch in December 2012 and told the service representative what had happened one year earlier.  This time it was a woman.  I know, by then, I should have understood the nature of the problem I was facing, but I did not.  This woman seemed very helpful.  She discovered that one problem was that name the safe deposit box was under was misspelled.  Ekleberry was spelled Eklebevvy.  We thought that might account for the failure to close the safe deposit box.  The service representative said that she needed to make a few calls and would get back to me.  True to her word, she called me and told me that it was taken care of.  Again, I did not get anything in writing.  I simply did not know what I was doing and how the bank would deny that they did anything of the sort as outlined above.

In December, 2013, I received a bill for the safe deposit box.  Only imagine my surprise.  Two years of being told it was taken care of -- and it still is a problem.  All that had been accomplished was to remove approval for an automatic deduction for the safe deposit box.

Once again (I still did not know the physical location of the safe deposit box) I returned to the Chantilly BB&T branch (this is where I do my banking).  This time, the service representative (Ms. Kaufmann) told me the whole thing was my fault.  I should have known that I had to go to the bank where the box was located (I must admit she finally told me where it was).  Another problem: I thought at that time that I no longer had the keys.  Ms. Kaufmann said she would call the manager of the bank in Centreville and they would get in touch with me.  Ms. Kaufmann had talked with her manager who told her to ONLY talk with the manager of the other branch to work it out.  I was not told to do anything at that time.  When I left, I said that I hoped there would be follow through although I had lost my optimism in dealing with the bank.

While I was waiting, I got online with BB&T, contacted customer service and explained the situation.  I received a response saying that they could do nothing.  The situation can only be handled at a local branch.  I was left with the feeling that BB&T is a large corporation that the individual consumer is unable to either understand or successfully navigate -- and that is to the bank?s advantage.

More then ten days went by (January 17, 2014 to January 29, 2014) and I heard nothing.  No call from any BB&T representative from any branch.  I returned to the Chantilly branch and told them I surrender.  If they would just give me the physical location of the box, I would go there and try to work it out.  Once again, Ms. Kaufmann emphasized the whole thing was my responsibility for not ?properly closing the account.?    I asked how I was supposed to figure that out -- I am not the bank employee -- particularly if I hear different things from different BB&T employees over the course of two years.  Ms. Kaufmann also told me that Ms. Amina Ansary, from the Redwood Square BB&T branch had left me ?several messages? for me to return her call.  This was flagrantly untrue.  I had heard from no one.  I overheard Ms. Kaufmann on the phone with Ms. Ansary say ?You just now did it?  Oh, I understand how that goes.?  (I found out later that Ms. Ansary had called WHILE I was sitting in the Chantilly Bank and left the message -- the first contact in over 10 days.)  I was left with the distinct feeling I had just been lied to.


On January 30th, I went to the Redwood Square Branch to close the account (my fifth attempt in over two years).  I had, in the meantime, found both keys.  I shudder to think what it would mean if I had not.  Then, I was told I was backbilled for 2013 and I owed them $150.00 for the box and $10.00 late fee (of course I had refused to pay the bill -- I had spent two years trying to get rid of a safe deposit box and did not believe I owed the bank money for their stunning level of incompetence and complete failure to help me through this maze of a closing process.  Ms. Ansary, like Ms. Kaufmann, appeared to be telling me I should have been able to figure out that another branch could not close the box.  I explained, repeatedly, that I am not a banker, I am a consumer, and I need their assistance in knowing how to do it.  Something I had not received for two years.

Because I have been repeatedly told that what BB&T service representatives actually said to me could not possibly have been said, I ask Ms. Ansary, during the 1/30/14 discussion, for a statement in writing of the current situation.  They would NOT close the box until I paid them $160.00.  She refused.  She said documents in writing from a bank are a very serious matter.  So far, I have been provided with NOTHING in writing from the bank but they tell me that they keep careful notes of transactions and their notes indicate that I am wrong about everything that has happened.

I insisted on getting the cards for Ms. Ansary and the branch manager, Claris Dogao.  I further asked (and received pained compliance) for the name of the person to whom Ms. Dogao reports.  That, apparently is Ms. Kim Harding (703-279-2932).  I left a message and asked her to call me (1/30/14).  

I continue to look for a means to resolve the situation.

Thursday, January 30, 2014

Update:  approximately 4:00 p.m. on 1/30/14:

Ms. Claris Dogao, Assistant Vice President with BB&T Redwood Square Branch called me and offered to waive the $10.00 late fee and half of the back charge for 2013.  I could close the safe deposit box for $75.00.  I told her I would consider the situation and get back to her.  My actual goal is for the full safe deposit box fee and late fee to be waived as I was under the impression I did not have the box for any 2013.  I have not asked for reimbursement for 2012 even though I also thought the box was closed then