Way back WB and, was it First Union, merged, actually a purchase by FU, and at the time both were in pretty serious trouble. WB kept the name as the lesser of evils, but FU kept the power. So in a period of years their leadership has led them down the drain twice, unlike BBandT which has had consistent and conservative moral leadership, one of the very few not sucked into subprime and other phony areas of lending.
Here's my story with BB&T. This happened recently:
I have had an account with them for years. I was with First Virginia which BB&T took over. My guess is that I started with 1st Va around 1990. They offered a free safety deposit box which I have had for over 15 years. BB&T honored the arrangement.
I go into the box about twice a year to get savings bonds which are in my kids names. They cash them and pay for college.
Several Saturdays ago I walk in to get the bonds for my last two in college children - a frehman and a junior. I present my key but they can't find my sign-in card. I'll spare you the details of the ensuing hour and a half but needless to say I felt some nasty anxiety. They had no record of me ever having had a box!! Even phone calls to what I assume was the main office could not find any record of a box I have had for at least 15 years and many of those years with BB&T!!
Ultimately they realized they had drilled the box and moved the contents to another place in the vault.
Then they presented me with a bill for $321 that included a $150 charge for drilling the lock!!!
They offered me a 50% discount on the bill which I at first refused but then agreed to as it was the only way in which I could get my property.
The following Thursday I received a call in response to an email I sent to the bank via its website. The service rep heard my story, called it bizarre and I haven't heard from them since.
They must do alot of good things at BB&T. Customer service is not one of them.