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Online Banking

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BBT Online Banking Groans and Help Elusive as E-Banking Expands

September 2nd 2007

BBT Online Service Unavailable

BBT customers have been groaning recently over BBT's overtaxed and sometimes dysfunctional online banking website. The website was inaccessible for several days at the end of August, and the first days of September after the Labor Day weekend, especially in the morning when more people tend to log on. System burps and stutters caused some linked Quicken money management programs to record false double payments created by the overtaxed BBT online site. Attempts to reach the company’s much touted “24x7” online banking help line to correct problems were fruitless. Not a few customers gave up after multiple 30-minute and 45-minute hold sessions hearing the same tedious on-hold messages. Worse, BBT’s online Quicken assistance does not even operate on the weekends when most people often need such help managing their personal finances. Anxious branch officers trying to help their customers straighten out glitches were subjected to the same frustration since they were calling the same BBT toll-free number. At press time, the website was back to normal with some of the glitches resolvable by manually deleting false Quicken entries, and re-entering the needed BBT information. But the web meltdown was a warning sign that with the explosion in online banking, driven both by personal convenience and the banking industry’s growing insistence on paperless relationships, more meltdowns can be expected from BBT and others.

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