|Back to Action Line|
|by Edwin Black||September 12th 2007|
|BBT'S broken website notice|
BBT is still struggling to bring its online service back to full functionality and cope with outraged consumer backlash. Shortly after the bank "improved" its online software on August 3, 2007 to make it “safer, faster, and more convenient for you,” the website slowed to a crawl, lost and duplicated transactions, clobbered integrated customer financial management software such as Quicken, and in many cases became completely inaccessible. The problems were first reported exclusively by The Cutting Edge. Online function problems heightened during late August and by Labor Day the BBT site became completely inaccessible for many customers during most business hours. In early September, patches and fixes were installed, but problems have persisted so the company has been forced to post a prominent apology on its logon page.
“Recently, you may have experienced slow response times while accessing BB&T OnLine banking.” The statement reads, adding, “Over the past several days, you may also have been unable to log on to BB&T OnLine at different times. We understand this may have made it difficult for you to access your accounts and schedule your bill payments. We sincerely apologize for any inconvenience this may have caused you. Please know that our technicians are working diligently to expedite a solution. Our goal at BB&T OnLine is to provide you with the Perfect Client Experience for every online interaction. We know we have fallen short of this promise and want to assure you that we are doing everything we can to correct this problem. Thank you for your patience as we work to resolve our performance issues and restore your confidence in BB&T OnLine.”