I have been a Shareholder for many years,and BB&t holds my home mortage. If you have a problem and call into home office be prepared to sit on phone for 15-45 minutes before speaking to anyone in customer service. Then if they need to transfer you to another department it can take additional 20 minutes. My finally contacted the loan officer at my local branch, only to be told you call the same line as us we have to wait to sorry can't help you. With this in mind I have been selling my shares off monthly. I also having been shopping the market for new loan ... bottomline customer service and phone system are terrible