BB&T bank is paying $83 million to settle a federal loan complaint. (AP Photo/Winston-Salem Journal, David Rolfe)

BB&T waives fees and says all services are working after “technical” lock-out

BB&T said Monday that it has restored service to customers after a company-wide glitch shut millions of customers out of their accounts.

The bank will waive fees that were caused by the outage, said spokesman Brian Davis.

“All banking services are available,” he said Monday afternoon. 

The bank has extended hours again today to help customers, just in case,  he said. 

Clients can reach the bank at 800-BANK-BBT (800-226-5228).

Millions of BB&T customers -- including those in metro Atlanta -- on Friday ran into trouble with their accounts because of what the company called “an equipment malfunction.”

Online, digital and ATM systems were affected, the bank announced via its Facebook page.

The company said that “at this time,” the cause does not appear to have been hacking.

In early afternoon, the company released a statement saying: “Our systems are currently being restored and our automated Phone24 service and ATMs are now available. Please be aware some of the information you will see in your accounts has not yet been fully updated from yesterday. We expect those balances and transactions to become current later today.” 

The problem did not stop all BB&T-related activity, the company said.

“Many of our banking services remain unavailable this morning, including online banking, our mobile banking app and ATMs. But you can still use your BB&T debit, credit and prepaid cards.”

It is likely that some customers were wrongly assessed fees. It is also possible that some suffered financial losses because of the outage.

The company said it would “work with you to address those issues as our systems come back online.”

The interruption of services was first reported Thursday night but had not been resolved by mid-morning Friday.

From the bank’s Facebook page: “(W)e do understand this is causing a major inconvenience for so many of you and our teams are continuing to work diligently to restore your services.”

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