Frequently Asked Questions
On May 31, Colonial Online Banking converted to BB&T OnLine®, the free Internet banking service from BB&T.
The following are some frequently asked questions about the conversion process and your new online banking service. The answers here will help you understand what you should do during this conversion, and where you can get assistance.
+ How To Log On
Q: How do I log on to BB&T OnLine?
You may begin using BB&T OnLine as of May 31.
You may begin using BB&T OnLine as of May 31.
- Visit BBT.com and look for the BB&T OnLine Secure Logon area on the upper left-hand side of your screen.
- Your user ID is the same as it was for Colonial Online Banking, unless you have been notified otherwise by BB&T OnLine.
- Your password has been temporarily set to the last five digits of your Social Security number or taxpayer identification number, unless you received a letter from BB&T OnLine stating otherwise.
+ What Should You Do After May 31?
Q: What are the steps I need to take after the conversion?
You may begin using BB&T OnLine on May 31. On this day, you should do the following:
You may begin using BB&T OnLine on May 31. On this day, you should do the following:
- Log on to BB&T OnLine.
- Visit BBT.com and look for the BB&T OnLine Secure Logon area on the left side of your screen.
- Your user ID is the same as it was for Colonial Online Banking, unless you have been otherwise notified by BB&T OnLine.
- Your password has been temporarily set to the last five digits of your Social Security number or taxpayer identification number, unless you received a letter from BB&T OnLine stating otherwise.
- You may wish to add BBT.com to your favorites for easy access.
- Review your accounts.
- You will see your current and available account balances.
- You may also see additional accounts such as your BB&T mortgage, personal credit cards, home equity lines of credit, and consumer loans.
- If you do not see an account that you were previously able to see with Colonial Online Banking, please contact BB&T OnLine Phone Support at 1-888-BBT-ONLINE (1-888-228-6654) for assistance.
- BB&T OnLine automatically displays up to 148 accounts.
- Review your payees.
- Review your payee information and edit it as necessary.
- Review your scheduled and repeating transfers.
- Please review your upcoming scheduled transfers.
- The BB&T Withdrawal Date for a transfer should be the same as your Colonial Online Banking Process Date.
- You may adjust your Withdrawal Date at BB&T OnLine by choosing the Edit Transfer option found in Scheduled Transfers.
- Review your scheduled and repeating online bill payments.
- Please review your upcoming scheduled bill payments.
- The Pay Date from Colonial Online Banking is the date that the payment is sent to the payee. Electronic payments are also deducted from your account on the Pay Date. Paper payments are not deducted from your account until they are processed by the payee. However, BB&T uses a Send On date. The Send On date is when the payment will be processed. Payments will be processed by the payee either two or five days later, depending on if the payee accepts payments electronically or by paper check.
- You may adjust your Send On Date on BB&T OnLine by choosing the Edit Payment option found in Scheduled Payments.
+ Your Colonial Bank Transaction History
Q: Where is my Colonial Bank account transaction history?
Your account history will be available from Colonial Online Banking until 11 p.m. ET on July 28, 2010. It will not be viewable in BB&T OnLine. We recommend that you back up or print your transaction history before July 28. To back up your transaction history, follow these instructions.
As of May 31, 2010 your transaction history with BB&T will begin to accumulate. It can be viewed within 24 to 48 hours of your initial logon to BB&T OnLine.
Your account history will be available from Colonial Online Banking until 11 p.m. ET on July 28, 2010. It will not be viewable in BB&T OnLine. We recommend that you back up or print your transaction history before July 28. To back up your transaction history, follow these instructions.
As of May 31, 2010 your transaction history with BB&T will begin to accumulate. It can be viewed within 24 to 48 hours of your initial logon to BB&T OnLine.
+ Claiming Deposits
Q: Why did I get so many letters?
The FDIC requires that each differently titled or named account at an address receive a letter. Example: The Smith household at 123 Main Street has accounts in the following names:
Because the names on each account do not match exactly, a letter is sent for each account. When the name(s) and address on two accounts match exactly, only one letter is sent.
Q: I have received a letter regarding BB&T's acquisition of Colonial Bank that says I have to claim my deposits or they will be sent to the FDIC after 18 months. I have a checking account with the former Colonial Bank, and I have written checks. Am I OK?
Yes, since you have a checking account and have made withdrawals, you have already claimed all your accounts.
Q: My wife and I have a joint checking account, and my wife has a CD in her name. We have each made deposits to the checking account. Does she have to do something else to claim her CD?
No, since her name is on the checking account and making a deposit to that account is considered claiming, all accounts in her name, your name, and both names have been claimed. If it is unclear whether your wife has made deposits separately, she should complete and mail the Verification form enclosed with the letter you received to make sure her single CD has been claimed.
Q: I had a CD that matured on August 31 and I let it roll over automatically. Have I claimed my deposit?
No, you have to come into a former Colonial Bank branch or call the branch to renew the account for it to be claimed. The bank doing an automatic renewal does not constitute an action on your part, so it will not be considered claiming. You can also complete the Verification form enclosed with the letter you received and send that in. Be sure to list all your accounts.
Q: I used my check card to pay for gas on Monday. Does that count as claiming my deposits?
Yes, you made a withdrawal from your account, so you have claimed your deposits.
Q: I used online bill pay to pay my electric bill. Does that count?
Yes, you have made a withdrawal from your account and claimed your deposits. You could also have accomplished claiming by transferring money from one account to another. But, if you just looked at balances and did not do anything, you would not have claimed your deposits.
Q: Are you sending confirmation that our accounts have been claimed?
BB&T will not be sending confirmation that accounts have been claimed. However, you can make a copy of your Verification form and retain it for your records. Or, before you mail your Verification form, stop by your local branch and they can initial and date a copy as your receipt. You can also keep the first statement you received after August 14, confirming a deposit or withdrawal has been made from one of your accounts. And please be assured we will periodically review accounts not yet claimed and notify any affected clients to ensure necessary action is taken.
The FDIC requires that each differently titled or named account at an address receive a letter. Example: The Smith household at 123 Main Street has accounts in the following names:
| Checking account: John S. Smith Mary Anne Smith 123 Main Street |
Savings account: John Smith Mary Smith 123 Main Street |
Certificate of Deposit: John Smith Mary A. Smith 123 Main Street |
Because the names on each account do not match exactly, a letter is sent for each account. When the name(s) and address on two accounts match exactly, only one letter is sent.
Q: I have received a letter regarding BB&T's acquisition of Colonial Bank that says I have to claim my deposits or they will be sent to the FDIC after 18 months. I have a checking account with the former Colonial Bank, and I have written checks. Am I OK?
Yes, since you have a checking account and have made withdrawals, you have already claimed all your accounts.
Q: My wife and I have a joint checking account, and my wife has a CD in her name. We have each made deposits to the checking account. Does she have to do something else to claim her CD?
No, since her name is on the checking account and making a deposit to that account is considered claiming, all accounts in her name, your name, and both names have been claimed. If it is unclear whether your wife has made deposits separately, she should complete and mail the Verification form enclosed with the letter you received to make sure her single CD has been claimed.
Q: I had a CD that matured on August 31 and I let it roll over automatically. Have I claimed my deposit?
No, you have to come into a former Colonial Bank branch or call the branch to renew the account for it to be claimed. The bank doing an automatic renewal does not constitute an action on your part, so it will not be considered claiming. You can also complete the Verification form enclosed with the letter you received and send that in. Be sure to list all your accounts.
Q: I used my check card to pay for gas on Monday. Does that count as claiming my deposits?
Yes, you made a withdrawal from your account, so you have claimed your deposits.
Q: I used online bill pay to pay my electric bill. Does that count?
Yes, you have made a withdrawal from your account and claimed your deposits. You could also have accomplished claiming by transferring money from one account to another. But, if you just looked at balances and did not do anything, you would not have claimed your deposits.
Q: Are you sending confirmation that our accounts have been claimed?
BB&T will not be sending confirmation that accounts have been claimed. However, you can make a copy of your Verification form and retain it for your records. Or, before you mail your Verification form, stop by your local branch and they can initial and date a copy as your receipt. You can also keep the first statement you received after August 14, confirming a deposit or withdrawal has been made from one of your accounts. And please be assured we will periodically review accounts not yet claimed and notify any affected clients to ensure necessary action is taken.
+ Colonial Freedom Rewards
Q: When did the program end?
Colonial Freedom Rewards ended on May 21, 2010, to coincide with the conversion to BB&T. You can continue to access your Point Activity until June 14, 2010.
Q: When and how do I enroll in BB&T’s Visa Extras rewards program?
As soon as you receive your new BB&T Check Card, you’re ready to enroll in BB&T Visa® Extras. There are two convenient methods to enroll:
Colonial Freedom Rewards ended on May 21, 2010, to coincide with the conversion to BB&T. You can continue to access your Point Activity until June 14, 2010.
Q: When and how do I enroll in BB&T’s Visa Extras rewards program?
As soon as you receive your new BB&T Check Card, you’re ready to enroll in BB&T Visa® Extras. There are two convenient methods to enroll:
- Online enrollment is available at www.visaextras.com. Simply enter your new BB&T Check Card number under Enroll/Activate Now in the top left navigation. Then click Enroll. Follow the instructions to complete the process. You’ll begin earning points immediately when you use your BB&T Check Card for non-PIN purchases anywhere Visa is accepted.
- Enrollment by phone is also available by calling 1-800-BANK-BBT (226-5228), option 2. Then choose option 4 to enroll.
+ Converting from Colonial Online Banking to BB&T OnLine®
Q: What are the key dates I should know?
Below is an outline of what you can expect prior to, during and following the conversion of your Colonial Online Banking service to BB&T OnLine.
Q: What should I do prior to the conversion?
Colonial Online Banking will become view-only at 11 p.m. ET on May 27. To ensure a smooth transition, please take the time to do the following:
To back up your transaction history, follow these instructions.
Q: What will happen to my scheduled and recurring bill payments?
All of your scheduled bill payments will be converted to BB&T and will process as scheduled, except for those scheduled for May 27 and 28. The Send On date on BB&T Online will reflect earlier processing to ensure that your payments are received by your payees by the Pay Date from Colonial Online Banking.
Q: How do I download my Colonial Online Banking bill payment history?
To download your bill payment history, follow these instructions.
Q: What will happen to my scheduled transfers?
All of your scheduled transfers will be converted to BB&T and will process as scheduled, except for those scheduled between May 29 and 31. They will not be processed until June 1. Your Send On date with Colonial Online Banking will become your Withdrawal Date at BB&T OnLine.
You may edit any scheduled or recurring transfers by using the Pending Funds Transfers screen within Online Banking until 11 p.m. ET on May 27.
Q: What will happen to my online statement notification?
If you currently receive your statements online only, you will begin receiving them again in the mail. However once you log on to your new BB&T OnLine account, you may easily return to receiving your statements online only. You can also register with BB&T Alerts to automatically receive a notice when your statement is ready for viewing.
Q: How do I download my Colonial Online Banking statements?
To download your statements, follow these instructions.
Q: What should I do after the conversion?
You may begin using BB&T OnLine on May 31. On this day, you should do the following:
You may begin using BB&T OnLine on May 31.
BB&T OnLine provides many of the same services you have enjoyed with your Colonial Online Banking. However, there are some crucial differences in the two services which are outlined below.
Q: Where can I get more help about BB&T OnLine?
Q: Can I view a demo of BB&T OnLine?
Yes. BB&T has guided demos for BB&T OnLine and BB&T OnLine Bill Payment for you to view at your convenience.
Q: Can I view the BB&T OnLine Banking Agreement and Initial Disclosures?
You may view the BB&T OnLine Banking Agreement and Initial Disclosures at any time.
Q: What are BB&T Alerts?
BB&T Alerts allow anyone with a BB&T OnLine account to receive information on account balances and transactions. With BB&T Alerts, you set up alerts to notify you when select activity occurs on your accounts. You can choose to have your alerts sent to your email and/or mobile device. Visit the Alerts Product Page for a complete list of available alerts and additional information.
Q: How do I sign up for BB&T Alerts?
To enroll in BB&T Alerts, follow these instructions.
Q: What is BB&T Mobile?
BB&T Mobile allows anyone with a BB&T OnLine account to securely access your eligible accounts from a cell phone or mobile device. You can check account balances, review recent account activity and transfer money between accounts 24 hours a day, seven days a week.
BB&T Mobile offers three ways to access your accounts: by sending a SMS text message, accessing our mobile web site (bbt.mobi) or downloading the Mobile App for iPhone. Visit the BB&T Mobile Product Page for details and guided demos.
Q: How do I sign up for BB&T Mobile?
To enroll in BB&T Mobile, follow these instructions.
Q: What personal financial management software products does BB&T support?
BB&T provides Direct Connect support for the following versions of Quicken and QuickBooks desktop software:
Direct Connect offers you an easy, automatic transfer of your financial data:
A new Quicken and QuickBooks data file will need to be created following the conversion to BB&T OnLine:
Below is an outline of what you can expect prior to, during and following the conversion of your Colonial Online Banking service to BB&T OnLine.
| Key Dates | |
| April 30 |
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| May 26 |
|
| May 27 |
|
| May 31 |
|
| June 2 |
|
| July 28 |
|
Q: What should I do prior to the conversion?
Colonial Online Banking will become view-only at 11 p.m. ET on May 27. To ensure a smooth transition, please take the time to do the following:
- Back up your Colonial Online Banking transaction history.
Your transaction history will not convert to BB&T OnLine. Get more information about backing up your account history. - Review your online bill payment information.
Your payees and scheduled bill payments will automatically convert to BB&T OnLine.
You should review your payees and scheduled bill payments to make sure all the information is accurate and up-to-date. Bill payment history will no longer be available through Colonial Online Banking as of 11 p.m. ET on May 27. Get more information about backing up your bill payment history.
Review your repeating transfers.
Your repeating transfers will automatically convert to BB&T OnLine. You should review your transfer information to make sure all the information is accurate and up-to-date.
To back up your transaction history, follow these instructions.
Q: What will happen to my scheduled and recurring bill payments?
All of your scheduled bill payments will be converted to BB&T and will process as scheduled, except for those scheduled for May 27 and 28. The Send On date on BB&T Online will reflect earlier processing to ensure that your payments are received by your payees by the Pay Date from Colonial Online Banking.
Q: How do I download my Colonial Online Banking bill payment history?
To download your bill payment history, follow these instructions.
Q: What will happen to my scheduled transfers?
All of your scheduled transfers will be converted to BB&T and will process as scheduled, except for those scheduled between May 29 and 31. They will not be processed until June 1. Your Send On date with Colonial Online Banking will become your Withdrawal Date at BB&T OnLine.
You may edit any scheduled or recurring transfers by using the Pending Funds Transfers screen within Online Banking until 11 p.m. ET on May 27.
Q: What will happen to my online statement notification?
If you currently receive your statements online only, you will begin receiving them again in the mail. However once you log on to your new BB&T OnLine account, you may easily return to receiving your statements online only. You can also register with BB&T Alerts to automatically receive a notice when your statement is ready for viewing.
Q: How do I download my Colonial Online Banking statements?
To download your statements, follow these instructions.
Q: What should I do after the conversion?
You may begin using BB&T OnLine on May 31. On this day, you should do the following:
- Log on to BB&T OnLine.
- Visit BBT.com and look for the BB&T OnLine Secure Logon area on the left side of your screen.
- Your user ID will be the same as it was for Colonial Online Banking, unless you are otherwise notified by BB&T OnLine.
- Your password will have been temporarily set to the last five digits of your Social Security number or taxpayer identification number, unless you received a letter from BB&T OnLine stating otherwise.
- You may wish to add BBT.com to your favorites for easy access.
- Review your accounts.
- You will see your current and available account balances.
- You may also see additional accounts such as your BB&T mortgage, personal credit cards, home equity lines of credit, and consumer loans.
- If you do not see an account that you were previously able to see with Colonial Online Banking, please contact BB&T OnLine Phone Support at
1-888-BBT-ONLINE (1-888-228-6654) for assistance. - BB&T OnLine automatically displays up to 148 accounts.
- Review your payees.
- Review your payee information and edit it as necessary.
- Review your scheduled and repeating transfers.
- Please review your upcoming scheduled transfers.
- The BB&T Withdrawal Date for a transfer should be the same as your Colonial Online Banking Process Date.
- You may adjust your Withdrawal Date at BB&T OnLine by choosing the Edit Transfer option found in Scheduled Transfers.
- Review your scheduled and repeating online bill payments.
- Please review your upcoming scheduled bill payments.
- The Pay Date from Colonial Online Banking is the date that the payment is sent to the payee. Electronic payments are also deducted from your account on the Pay Date. Paper payments are not deducted from your account until they are processed by the payee. However, BB&T uses a Send On date. The Send On date is when the payment will be processed. Payments will be processed by the payee either two or five days later, depending on if the payee accepts payments electronically or by paper check.
- You may adjust your Send On Date on BB&T OnLine by choosing the Edit Payment option found in Scheduled Payments.
You may begin using BB&T OnLine on May 31.
- Visit BBT.com and look for the BB&T OnLine Secure Logon area on the upper left-hand side of your screen.
- Your user ID will be the same as it was for Colonial Online Banking, unless you have been notified otherwise by BB&T OnLine.
- Your password will have been temporarily set to the last five digits of your Social Security number or taxpayer identification number, unless you received a letter from BB&T OnLine stating otherwise.
BB&T OnLine provides many of the same services you have enjoyed with your Colonial Online Banking. However, there are some crucial differences in the two services which are outlined below.
| Colonial Online Banking | BB&T OnLine | |
| Changing User ID | You can change your assigned user ID online. | After your initial logon, you may change your user ID using the Customer Service tab in BB&T OnLine. |
| Available Account Types |
|
|
| Viewing Accounts | Your accounts automatically display in Colonial Online Banking. Colonial Online Banking can display any number of accounts. | Your accounts automatically display at BB&T OnLine. BB&T OnLine can display up to 148 accounts. You may call 1-888-BBT-ONLINE (1-888-228-6654) or contact your local BB&T Financial Center to request that certain accounts be hidden in BB&T OnLine. |
| Forgotten Passwords and Locked Accounts | If you are locked out of online banking due to a series of incorrect password attempts, you can regain access by calling a Colonial Online Banking administrator. |
You may reset your password and unlock your account online. |
| Balance Information | The online system displays both Current Balance and Available Balance. Current Balance is your account balance as of the last processing date. Available Balance is your balance as of the last processing date, plus or minus any pending transactions. |
The online system displays both Current Balance and Available Balance. Current Balance is your account balance as of the last processing date. Available Balance is your balance as of the last processing date, plus any pending transactions within the same day. |
| Check Images | View check images from the current month and previous cycles up to approximately 24 months. | View up to 180 calendar days of check images. |
| Transfers to Accounts at Other Financial Institutions | Colonial Online Banking does not have the ability to transfer money to other financial institutions. | BB&T OnLine offers the ability for retail checking and savings accounts to transfer money between checking and savings accounts at other financial institutions. |
| Bill Payment Fees | Online bill payment service is free of charge for consumers. Some small businesses pay a fee. | BB&T OnLine Bill Payment is free of charge. |
| Maximum Bill Payment Amounts | Payments may not be less than $0.01 or greater than $999,999.99. | Maximum amount is $100,000 per bill payment transaction. |
| Bill Payment Processing Dates | A Pay Date is chosen, not a withdrawal date. For immediate, one-time bill payments, the Pay Date is not always the withdrawal date. | BB&T OnLine allows you to choose the date that your payment will be processed, the Send On Date. Two days after the Send On Date, funds for electronic payments are withdrawn from your account. Funds for paper check bill payments are not withdrawn until the date the check clears your account. The Delivery Date is automatically calculated when you enter your Send On Date. The Delivery Date is the date your payee will receive your payment. |
| Withdrawal Dates for Payments Scheduled on Weekends and Holidays | Colonial's Online Bill Payment will not allow you to schedule a future payment on a weekend or holiday, and will suggest the next business day as the Pay Date. If a recurring payment falls on a weekend or holiday, the Pay Date for your payment will be automatically moved back as necessary to ensure your payment arrives to your payee in the stated delivery timeframe. |
BB&T OnLine Bill Payment will not allow you to schedule a future payment on a weekend or holiday, and will suggest the next business day as the Send On Date. If a recurring payment falls on a weekend or holiday, the Send On Date for your payment will be automatically moved back as necessary to ensure your payment arrives to your payee in the stated delivery timeframe. |
| Bill Pay/Transfer Cut-Off Times | There is no cutoff time. Transfer cutoff time is 11 p.m. ET. |
BB&T OnLine Bill Payment cutoff time is 7 p.m. ET. Transfer cutoff time is 9 p.m. ET. |
| Bill Payment Overdraft Fee | Overdraft fees apply to bill payments that cause Nonsufficient Funds/Overdraft items (NSF/OD). | BB&T OnLine Bill Payment overdraft fee is $34 per overdraft. |
| Personal Financial Management Software | Transaction history information can be exported from Colonial Online Banking into Quicken® and Microsoft® Money. | Download your Internet banking transaction history, pay bills and make transfers directly into Quicken and Microsoft Money. |
| ATM Transactions | ATM transactions are reflected immediately in your Available Balance.
Authorized check card transactions will also show in Pending Transactions sections and will immediately update Available Balance. |
ATM transactions are reflected immediately in your Available Balance. |
| Customer Service Availability | Customer Service is available from 8 a.m. to 8 p.m. ET, Monday through Friday. | BB&T OnLine Banking Support is available from 6 a.m. to midnight, ET, seven days a week, excluding Christmas Day. |
| Alerts | Colonial Online Banking, offers email alerts relating to your account balance, transactions, due dates, maturity dates and profile changes. Bill pay alerts can be sent within the RXP platform or via email. Colonial offers the following alerts:
|
BB&T Alerts allow you to receive email and text message notification of your account balances, transactions, statement availability, profile changes and much more. If you are currently using alerts with Colonial, make sure that you customize your new alert settings in the Alerts Preference Center. Only RXP clients will be able to access their Bill Pay alerts. BB&T offers the following alerts:
|
| Mobile Banking | With BB&T Mobile, you can use your mobile device to manage your finances securely and instantly access your account balances, review recent account history and transfer funds between your accounts. |
Q: Where can I get more help about BB&T OnLine?
| OnLine | BB&T OnLine Help: You may find answers to many of your questions through the convenient online Help pages found in every section of BB&T OnLine. |
| Phone | BB&T OnLine Banking Support: Please call 1-888-BBT-ONLINE (1-888-228-6654). Hours of operation are from 6 a.m. to midnight ET, seven days a week, except Christmas Day. |
| Customer Service Email You may also send your questions to customer service using SecureMessage®, the high security encrypted email system within BB&T OnLine. |
Q: Can I view a demo of BB&T OnLine?
Yes. BB&T has guided demos for BB&T OnLine and BB&T OnLine Bill Payment for you to view at your convenience.
Q: Can I view the BB&T OnLine Banking Agreement and Initial Disclosures?
You may view the BB&T OnLine Banking Agreement and Initial Disclosures at any time.
Q: What are BB&T Alerts?
BB&T Alerts allow anyone with a BB&T OnLine account to receive information on account balances and transactions. With BB&T Alerts, you set up alerts to notify you when select activity occurs on your accounts. You can choose to have your alerts sent to your email and/or mobile device. Visit the Alerts Product Page for a complete list of available alerts and additional information.
Q: How do I sign up for BB&T Alerts?
To enroll in BB&T Alerts, follow these instructions.
Q: What is BB&T Mobile?
BB&T Mobile allows anyone with a BB&T OnLine account to securely access your eligible accounts from a cell phone or mobile device. You can check account balances, review recent account activity and transfer money between accounts 24 hours a day, seven days a week.
BB&T Mobile offers three ways to access your accounts: by sending a SMS text message, accessing our mobile web site (bbt.mobi) or downloading the Mobile App for iPhone. Visit the BB&T Mobile Product Page for details and guided demos.
Q: How do I sign up for BB&T Mobile?
To enroll in BB&T Mobile, follow these instructions.
Q: What personal financial management software products does BB&T support?
BB&T provides Direct Connect support for the following versions of Quicken and QuickBooks desktop software:
- Quicken Windows--2008, 2009, 2010
- Quicken Mac--2005, 2006, 2007
- QuickBooks Windows--2008, 2009, 2010
- QuickBooks Mac--2010
Direct Connect offers you an easy, automatic transfer of your financial data:
- Download transactions into Quicken or QuickBooks automatically, with no manual data entry.
- Reconcile data automatically. Your complete transaction and balance information makes categorization and account reconciliation easy.
- Eliminate duplicate transactions. A special transaction-matching algorithm prevents the download of duplicate transactions.
- Choose the One-Step Update feature from Quicken, which instantly connects Quicken to BB&T's OFX server to download transactions and balances, and schedule payments.
A new Quicken and QuickBooks data file will need to be created following the conversion to BB&T OnLine:
- Download your latest Colonial Bank transactions and back up your software data file prior to May 27.
- Deactivate Colonial Bank from your software.
- Start a new data file with BB&T on or after May 31. For instructions, see the Getting Started tabs on the BBT.com pages for Quicken and QuickBooks.
+ General Questions for Business Clients
Q: When will Colonial Bank officially become BB&T?
Colonial Bank will become BB&T on Monday, May 31, 2010. Throughout the integration process, our goal has been to minimize the impact to your business banking relationship, and to keep you informed throughout the process. You will receive additional helpful information in the coming weeks that supports this integration effort.
Q: Will BB&T offer me greater convenience and more services?
Yes, you will have access to more than 1,800 BB&T financial centers in the Carolinas, Virginia, Maryland, West Virginia, Kentucky, Tennessee, Georgia, Florida, Alabama, Indiana, Texas and Washington, D.C. You will also have access to more than 2,400 BB&T ATMs throughout our network. In addition to more financial centers and ATMs, you will have access to an expanded line of BB&T banking, lending, insurance, and investment products and services to meet your business needs, including employee benefits, cash management, payment services, and international services. For a complete listing of BB&T financial centers and ATMs visit BBT.com/locations.
For your convenience, you may begin using your Colonial Bank Business Debit Card now at any BB&T ATM without any fee or surcharge.
Q: Will I have new account numbers?
Yes. You will be assigned new business account numbers that will be effective on May 31, 2010. In early June, you will receive a letter listing your current Colonial Bank accounts and account numbers, as well as the corresponding new BB&T accounts and account numbers. These new numbers will appear on your BB&T statements and on any checking, savings, or loan documents that you receive after May 31, 2010.
Q: Will I need to order new checks and deposit slips?
In early June, you will receive details on ordering new BB&T business checks and deposit slips. You will be able to choose from a wide variety of business check options and styles. In addition, you may continue to use your Colonial Bank checks and deposit tickets until May 31, 2011. If you need additional checks and deposit slips before May 31, 2010, you can reorder them as you normally would, but please only order the minimum quantity.
Q: Will I need to re-establish my Direct Deposits and Automatic Drafts after the conversion?
BB&T will continue to accept your Direct Deposits and automatic drafts (ACH transactions) through May 31, 2011. After this time, ACH items received with Colonial Bank account information will not be able to be processed, and will be returned to the originator. As we receive and post transactions, we will send Notifications of Change to the financial institutions that originated the ACH transactions, providing them with your new BB&T account, routing and transit numbers. However, we also encourage you to confirm the changes to your information with those companies or financial institutions.
Q: What do I need to know if I am an Association Services client?
How to Find Information on Your Service
For the latest information regarding the conversion, existing BB&T Association Services clients should visit the Forms Menu in Web Vault.
For additional questions, you can contact BB&T Association Services at 1-727-549-1202 or call us toll free at 1-888-722-6669.
Where to Log On After the Conversion
Beginning May 31, 2010, you can use your current user ID and password to log on to Web Vault from BBT.com.
Just go the home page of BBT.com, look on the left side of the page, find the dropdown menu for Business Services Logon, open it and click Web Vault.
How Homeowners Can Make Payments
Q: When will I receive my last Colonial Bank monthly statement?
You should receive your last statement from Colonial Bank in May. In June, you will begin receiving BB&T statements. Most BB&T business account statements are printed on the last business day of the month. If you are currently receiving your statement at a special time, that delivery time will continue. BB&T may combine your checking, savings and overdraft protection account information into one statement. Your credit line statements will be mailed separately. For the first few months, your deposit statements will contain your old Colonial Bank account number(s) and your new BB&T deposit account number(s).
Q: Does BB&T offer free online banking?
Yes. On May 31, 2010, you will have access to free BB&T OnLine® banking and free, unlimited OnLine Bill Payment, 24 hours a day, seven days a week, anywhere there is an Internet connection. If you currently use Colonial Bank's Internet Banking Service, your BB&T OnLine User ID may be the same as your current Colonial Online Banking user ID, unless you were informed otherwise by mail. The first time you log on as of May 31, 2010, you will have a new, temporary password that is the last five digits of your Social Security number or taxpayer identification number. With BB&T OnLine, you also have the option to sign up for paperless statements, free Mobile Banking, and Alerts.
Q: Does BB&T offer online statements?
Yes, BB&T offers online statements at no cost. If you currently receive online only statements, you will begin receiving them in the mail after conversion. However, after May 31, 2010, once you log on to your new BB&T OnLine® banking account, you may easily choose to receive your statements online only. You'll simply need to indicate your preference to do so and accept the applicable agreements. You can also register for BB&T Alerts, which can automatically notify you via email or text when your statement is available. For more information, visit BBT.com/paperless.
Q: Does BB&T offer Mobile Banking?
BB&T offers BB&T Mobile Banking, which allows you to securely access banking services instantly through your mobile device via text message, by accessing our mobile website BBT.mobi, or through the Mobile App for iPhoneTM. You can register on May 31, 2010, to begin using BB&T Mobile Banking after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Mobile link to open the Mobile Preference Center. Visit BBT.com/mobile for more information.
Q: Does BB&T offer Account Alerts?
BB&T Alerts allows you to receive account balance and transaction alerts, as well as statement availability, profile changes and more for your online accounts by email, text message or both. You can register on May 31, 2010, to begin using BB&T Alerts after you have logged on to BB&T OnLine® banking. Once you are in BB&T OnLine, you should click the BB&T Alerts link to open the Alerts Preference Center. If you currently use alerts with Colonial Bank, make sure that you customize your new alert settings in the Alerts Preference Center on or after May 31, 2010. For more information, visit BBT.com/alerts. Your mobile carrier's text messaging and data usage charges may apply.
Q: Will I receive a new debit or check card?
You will receive a new BB&T Business Check Card in the mail by May 29, 2010, which should replace your Colonial Bank Business Debit Card. The BB&T Business Check Card is an easy way for you and your employees to make purchases from your business checking account. The BB&T Business Check Card is accepted at millions of locations worldwide. And, to help you manage and control employee spending, you can assign each employee's level of access to ATM cash withdrawals, payments, transfers, and balance information.
Please activate and begin using your new card after 5 p.m. on May 31, 2010. Instructions for how to activate your new BB&T Business Check Card will be included with your new card.
Q: Can I continue to use my Colonial Bank Debit Card Personal Identification Number (PIN)?
For your convenience, if you have a Colonial Bank debit card, you can continue to use your current PIN, with the additional benefit of no-fee access at over 2,400 BB&T ATMs throughout the Southeast and Mid-Atlantic.
Q: Will my deposits at BB&T continue to be insured by the FDIC?
As of February 17, 2010, your deposits from Colonial Bank and BB&T are added together for the purpose of determining the amount of your FDIC coverage. Your total deposits at these institutions that are in the same ownership category are insured up to $250,000 until December 31, 2013. Certain retirement accounts, which include all IRA deposit accounts, are insured up to $250,000 per depositor.
Certificates of deposit are insured separately for six months after August 17, 2009, or until maturity, whichever is later. If you have a certificate of deposit that has been renewed for the same term and amount during this six-month transition period, the certificate of deposit will continue to be insured separately until the next renewal date.
For more information on how your funds may be insured at BB&T, you may contact the FDIC directly at 1-877-275-3342, or visit www.FDIC.gov.
Q: When can I begin using BB&T financial centers?
You may begin using BB&T financial centers immediately for certain banking services, such as making deposits with no cash back, cashing checks and using BB&T ATMs with no surcharge. After May 31, 2010, you will have access to full-service banking at any BB&T financial center location.
You will have access to more than 1,800 BB&T financial centers and over 2,400 BB&T ATMs throughout our network. Please visit BBT.com/locations for a complete listing of BB&T financial centers and ATMs in your area.
Q: Will my local BB&T bankers have the authority to make decisions?
Yes. Although BB&T is one of the 10 largest financial institutions in the United States, we are structured as a network of community banks, which allows us to keep decision-making close to our clients and communities. This ensures that your banking relationship is in the hands of a business relationship manager who is familiar with you and your banking needs. BB&T knows your time is valuable, and we take pride in offering you personal attention.
Q: Will there be any changes in ATM service?
You will have access to more than 2,400 BB&T ATMs throughout our network. When using your Colonial Bank card at BB&T ATMs, you will be able to check balances, withdraw cash, and transfer funds at no charge using the primary checking account or savings account linked to your card. Once you activate your new BB&T Check Card on Monday, May 31, 2010, BB&T ATMs will provide access to all of the accounts linked to your card and will offer an expanded set of transactions in addition to balance inquiries, cash withdrawals and funds transfers. With your new BB&T card, you will be able to make deposits and payments and purchase mini-statements and phone cards at all BB&T ATMs where those transactions are offered.
Q: Will I have 24-hour client service?
Yes. BB&T Phone24 provides automated access to account information and a variety of other banking services 24 hours a day, seven days a week. In addition, you can receive personal assistance from client service associates from 6 a.m. until midnight Eastern Time, seven days a week.
You may access Phone24 beginning at 6 a.m. ET, on May 31, 2010. Simply dial 1-800-BANK BBT (1-800-226-5228), and then follow the security and authentication prompts.
To speak with a client service associate, press 0 after selecting one of your BB&T accounts. Associates are available to assist you seven days a week from 6 a.m. until midnight ET.
Q: Does BB&T provide phone service for the hearing impaired?
Yes. BB&T provides a dedicated phone line for TDD hearing-impaired service. To access this service, please call 1-888-833-4228 and a BB&T representative will assist you.
Q: Will the hours of operation change?
The financial center hours will continue to be set by regional managers. Hours of operation are posted at each BB&T location. You can also visit BBT.com/locations to learn more about specific BB&T locations near you.
Q: Does BB&T offer cash management products for business and corporate clients?
Yes. BB&T offers cash management products designed to help you optimize your company's cash resources and manage payment risk. Our Treasury Management consultants can help you choose the right solutions for your business, including collection and disbursement and information management services. For more information, visit a BB&T financial center or talk to your relationship manager today.
Q: Does BB&T offer merchant services?
Yes. BB&T merchant services provides customized programs to accept any and all major credit and debit card payment options, including Visa®, MasterCard®, American Express®, Discover® Network, Wright Express®, and Voyager®.
BB&T Merchant Services also offers additional services such as gift cards, check processing, and wireless solutions, as well as equipment and software sales. BB&T Merchant Services offers flexible, custom designed solutions across all types of industries. To speak with a Merchant Services specialist, please call 1-866-238-2420.
Q: Will my Colonial/First Data Merchant account be converted to BB&T?
There will be no systematic conversion of your current Merchant Services account to a BB&T Merchant Account. However, BB&T has several special offers for our Colonial clients. For more information please call 1-866-238-2420.
Colonial Bank will become BB&T on Monday, May 31, 2010. Throughout the integration process, our goal has been to minimize the impact to your business banking relationship, and to keep you informed throughout the process. You will receive additional helpful information in the coming weeks that supports this integration effort.
Q: Will BB&T offer me greater convenience and more services?
Yes, you will have access to more than 1,800 BB&T financial centers in the Carolinas, Virginia, Maryland, West Virginia, Kentucky, Tennessee, Georgia, Florida, Alabama, Indiana, Texas and Washington, D.C. You will also have access to more than 2,400 BB&T ATMs throughout our network. In addition to more financial centers and ATMs, you will have access to an expanded line of BB&T banking, lending, insurance, and investment products and services to meet your business needs, including employee benefits, cash management, payment services, and international services. For a complete listing of BB&T financial centers and ATMs visit BBT.com/locations.
For your convenience, you may begin using your Colonial Bank Business Debit Card now at any BB&T ATM without any fee or surcharge.
Q: Will I have new account numbers?
Yes. You will be assigned new business account numbers that will be effective on May 31, 2010. In early June, you will receive a letter listing your current Colonial Bank accounts and account numbers, as well as the corresponding new BB&T accounts and account numbers. These new numbers will appear on your BB&T statements and on any checking, savings, or loan documents that you receive after May 31, 2010.
Q: Will I need to order new checks and deposit slips?
In early June, you will receive details on ordering new BB&T business checks and deposit slips. You will be able to choose from a wide variety of business check options and styles. In addition, you may continue to use your Colonial Bank checks and deposit tickets until May 31, 2011. If you need additional checks and deposit slips before May 31, 2010, you can reorder them as you normally would, but please only order the minimum quantity.
Q: Will I need to re-establish my Direct Deposits and Automatic Drafts after the conversion?
BB&T will continue to accept your Direct Deposits and automatic drafts (ACH transactions) through May 31, 2011. After this time, ACH items received with Colonial Bank account information will not be able to be processed, and will be returned to the originator. As we receive and post transactions, we will send Notifications of Change to the financial institutions that originated the ACH transactions, providing them with your new BB&T account, routing and transit numbers. However, we also encourage you to confirm the changes to your information with those companies or financial institutions.
Q: What do I need to know if I am an Association Services client?
How to Find Information on Your Service
For the latest information regarding the conversion, existing BB&T Association Services clients should visit the Forms Menu in Web Vault.
For additional questions, you can contact BB&T Association Services at 1-727-549-1202 or call us toll free at 1-888-722-6669.
Where to Log On After the Conversion
Beginning May 31, 2010, you can use your current user ID and password to log on to Web Vault from BBT.com.
Just go the home page of BBT.com, look on the left side of the page, find the dropdown menu for Business Services Logon, open it and click Web Vault.
How Homeowners Can Make Payments
- Paying Online. Beginning May 31, 2010, homeowners should visit BBT.com, look on the left hand side of the page, find the Personal Services Logon dropdown menu and click Association Online Payments.
- Paying by Mail. The P.O. Box has not changed for homeowners’ association payments sent by regular mail. Homeowners should continue to mail their payments along with their BB&T Association Services coupon to:
BB&T Association Services
P.O. Box 628207
Orlando, Florida 32862-8207
Please note that clients can continue to use envelopes and mailing labels addressed to Colonial Bank. - Paying in Person. Beginning June 1, 2010, all Florida BB&T financial center locations will accept homeowners’ association payments in the financial center when their payments are accompanied by an Association Services coupon.
- Pay by ACH through Association Pay. There are no changes to existing homeowners’ set-up on Association Pay by ACH. Scheduled payments will be deducted without interruption. If you are not enrolled in Association Pay and would like more information to have your payment automatically deducted from your U.S. bank account, please contact Association Services.
- Pay through an Online Bill Pay Provider. Payments received by online bill pay providers will continue to be processed by normal standards.
Q: When will I receive my last Colonial Bank monthly statement?
You should receive your last statement from Colonial Bank in May. In June, you will begin receiving BB&T statements. Most BB&T business account statements are printed on the last business day of the month. If you are currently receiving your statement at a special time, that delivery time will continue. BB&T may combine your checking, savings and overdraft protection account information into one statement. Your credit line statements will be mailed separately. For the first few months, your deposit statements will contain your old Colonial Bank account number(s) and your new BB&T deposit account number(s).
Q: Does BB&T offer free online banking?
Yes. On May 31, 2010, you will have access to free BB&T OnLine® banking and free, unlimited OnLine Bill Payment, 24 hours a day, seven days a week, anywhere there is an Internet connection. If you currently use Colonial Bank's Internet Banking Service, your BB&T OnLine User ID may be the same as your current Colonial Online Banking user ID, unless you were informed otherwise by mail. The first time you log on as of May 31, 2010, you will have a new, temporary password that is the last five digits of your Social Security number or taxpayer identification number. With BB&T OnLine, you also have the option to sign up for paperless statements, free Mobile Banking, and Alerts.
Q: Does BB&T offer online statements?
Yes, BB&T offers online statements at no cost. If you currently receive online only statements, you will begin receiving them in the mail after conversion. However, after May 31, 2010, once you log on to your new BB&T OnLine® banking account, you may easily choose to receive your statements online only. You'll simply need to indicate your preference to do so and accept the applicable agreements. You can also register for BB&T Alerts, which can automatically notify you via email or text when your statement is available. For more information, visit BBT.com/paperless.
Q: Does BB&T offer Mobile Banking?
BB&T offers BB&T Mobile Banking, which allows you to securely access banking services instantly through your mobile device via text message, by accessing our mobile website BBT.mobi, or through the Mobile App for iPhoneTM. You can register on May 31, 2010, to begin using BB&T Mobile Banking after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Mobile link to open the Mobile Preference Center. Visit BBT.com/mobile for more information.
Q: Does BB&T offer Account Alerts?
BB&T Alerts allows you to receive account balance and transaction alerts, as well as statement availability, profile changes and more for your online accounts by email, text message or both. You can register on May 31, 2010, to begin using BB&T Alerts after you have logged on to BB&T OnLine® banking. Once you are in BB&T OnLine, you should click the BB&T Alerts link to open the Alerts Preference Center. If you currently use alerts with Colonial Bank, make sure that you customize your new alert settings in the Alerts Preference Center on or after May 31, 2010. For more information, visit BBT.com/alerts. Your mobile carrier's text messaging and data usage charges may apply.
Q: Will I receive a new debit or check card?
You will receive a new BB&T Business Check Card in the mail by May 29, 2010, which should replace your Colonial Bank Business Debit Card. The BB&T Business Check Card is an easy way for you and your employees to make purchases from your business checking account. The BB&T Business Check Card is accepted at millions of locations worldwide. And, to help you manage and control employee spending, you can assign each employee's level of access to ATM cash withdrawals, payments, transfers, and balance information.
Please activate and begin using your new card after 5 p.m. on May 31, 2010. Instructions for how to activate your new BB&T Business Check Card will be included with your new card.
Q: Can I continue to use my Colonial Bank Debit Card Personal Identification Number (PIN)?
For your convenience, if you have a Colonial Bank debit card, you can continue to use your current PIN, with the additional benefit of no-fee access at over 2,400 BB&T ATMs throughout the Southeast and Mid-Atlantic.
Q: Will my deposits at BB&T continue to be insured by the FDIC?
As of February 17, 2010, your deposits from Colonial Bank and BB&T are added together for the purpose of determining the amount of your FDIC coverage. Your total deposits at these institutions that are in the same ownership category are insured up to $250,000 until December 31, 2013. Certain retirement accounts, which include all IRA deposit accounts, are insured up to $250,000 per depositor.
Certificates of deposit are insured separately for six months after August 17, 2009, or until maturity, whichever is later. If you have a certificate of deposit that has been renewed for the same term and amount during this six-month transition period, the certificate of deposit will continue to be insured separately until the next renewal date.
For more information on how your funds may be insured at BB&T, you may contact the FDIC directly at 1-877-275-3342, or visit www.FDIC.gov.
Q: When can I begin using BB&T financial centers?
You may begin using BB&T financial centers immediately for certain banking services, such as making deposits with no cash back, cashing checks and using BB&T ATMs with no surcharge. After May 31, 2010, you will have access to full-service banking at any BB&T financial center location.
You will have access to more than 1,800 BB&T financial centers and over 2,400 BB&T ATMs throughout our network. Please visit BBT.com/locations for a complete listing of BB&T financial centers and ATMs in your area.
Q: Will my local BB&T bankers have the authority to make decisions?
Yes. Although BB&T is one of the 10 largest financial institutions in the United States, we are structured as a network of community banks, which allows us to keep decision-making close to our clients and communities. This ensures that your banking relationship is in the hands of a business relationship manager who is familiar with you and your banking needs. BB&T knows your time is valuable, and we take pride in offering you personal attention.
Q: Will there be any changes in ATM service?
You will have access to more than 2,400 BB&T ATMs throughout our network. When using your Colonial Bank card at BB&T ATMs, you will be able to check balances, withdraw cash, and transfer funds at no charge using the primary checking account or savings account linked to your card. Once you activate your new BB&T Check Card on Monday, May 31, 2010, BB&T ATMs will provide access to all of the accounts linked to your card and will offer an expanded set of transactions in addition to balance inquiries, cash withdrawals and funds transfers. With your new BB&T card, you will be able to make deposits and payments and purchase mini-statements and phone cards at all BB&T ATMs where those transactions are offered.
Q: Will I have 24-hour client service?
Yes. BB&T Phone24 provides automated access to account information and a variety of other banking services 24 hours a day, seven days a week. In addition, you can receive personal assistance from client service associates from 6 a.m. until midnight Eastern Time, seven days a week.
You may access Phone24 beginning at 6 a.m. ET, on May 31, 2010. Simply dial 1-800-BANK BBT (1-800-226-5228), and then follow the security and authentication prompts.
To speak with a client service associate, press 0 after selecting one of your BB&T accounts. Associates are available to assist you seven days a week from 6 a.m. until midnight ET.
Q: Does BB&T provide phone service for the hearing impaired?
Yes. BB&T provides a dedicated phone line for TDD hearing-impaired service. To access this service, please call 1-888-833-4228 and a BB&T representative will assist you.
Q: Will the hours of operation change?
The financial center hours will continue to be set by regional managers. Hours of operation are posted at each BB&T location. You can also visit BBT.com/locations to learn more about specific BB&T locations near you.
Q: Does BB&T offer cash management products for business and corporate clients?
Yes. BB&T offers cash management products designed to help you optimize your company's cash resources and manage payment risk. Our Treasury Management consultants can help you choose the right solutions for your business, including collection and disbursement and information management services. For more information, visit a BB&T financial center or talk to your relationship manager today.
Q: Does BB&T offer merchant services?
Yes. BB&T merchant services provides customized programs to accept any and all major credit and debit card payment options, including Visa®, MasterCard®, American Express®, Discover® Network, Wright Express®, and Voyager®.
BB&T Merchant Services also offers additional services such as gift cards, check processing, and wireless solutions, as well as equipment and software sales. BB&T Merchant Services offers flexible, custom designed solutions across all types of industries. To speak with a Merchant Services specialist, please call 1-866-238-2420.
Q: Will my Colonial/First Data Merchant account be converted to BB&T?
There will be no systematic conversion of your current Merchant Services account to a BB&T Merchant Account. However, BB&T has several special offers for our Colonial clients. For more information please call 1-866-238-2420.
+ General Questions for Personal Clients
Q: When will Colonial Bank officially become BB&T?
Colonial Bank will become BB&T on Monday, May 31, 2010. Throughout the integration process, our goal has been to minimize the impact to your banking relationship, and to keep you informed throughout the process. You will receive additional helpful information in the coming weeks that supports this integration effort.
Q: Will BB&T offer me greater convenience and more services?
Yes, you will have access to over 1,800 BB&T financial centers in the Carolinas, Virginia, Maryland, West Virginia, Kentucky, Tennessee, Georgia, Florida, Alabama, Indiana, Texas and Washington, D.C. You will also have access to over 2,400 BB&T ATMs throughout our network. In addition to more financial centers and ATMs, you will have access to an expanded line of BB&T banking, lending, insurance and investment products and services. For a complete listing of BB&T financial centers and ATMs visit BBT.com/locations.
For your convenience, you may begin using your Colonial Bank Debit Card now at any BB&T ATM without any fee or surcharge.
Q: Will I have new account numbers?
Yes. You will be assigned new account numbers that will be effective on May 31, 2010. In early June, you will receive a letter listing your current Colonial Bank accounts and account numbers, as well as the corresponding new BB&T accounts and account numbers. These new numbers will appear on your BB&T statements and on any checking, savings, or loan documents that you receive after May 31, 2010.
Q: Will I need to order new checks and deposit slips?
In early June, you will receive details on ordering new BB&T checks and deposit slips. You will be able to choose from a wide variety of check options and styles. In addition, you may continue to use your Colonial Bank checks and deposit tickets until May 31, 2011.
If you need additional checks and deposit slips before May 31, 2010, you can reorder them as you normally would, but please only order the minimum quantity.
Q: Will I need to re-establish my Direct Deposits and Automatic Drafts after the conversion?
BB&T will continue to accept your Direct Deposits and automatic drafts (ACH transactions) through May 31, 2011. After this time, ACH items received with your old Colonial Bank account information will not be able to be processed, and will be returned to the originator. As we receive and post transactions, we will send Notifications of Change to the financial institutions that originated the ACH transactions, providing them with your new BB&T account, routing and transit numbers. However, we also encourage you to confirm the changes to your information with those companies or financial institutions.
Q: How can I make my homeowner’s association payments to BB&T Association Services?
Q: When will I receive my last Colonial Bank monthly statement?
You should receive your last statement from Colonial Bank in May. In June, you will begin receiving BB&T statements at approximately the same time of the month that your Colonial Bank statements arrived. BB&T may combine your checking, savings and overdraft protection account information into one statement. Your credit line statements will be mailed separately. For the first few months, your deposit statements will contain your old Colonial Bank account number(s) and your new BB&T deposit account number(s).
Q: Does BB&T offer free online banking?
Yes. On May 31, 2010, you will have access to free BB&T OnLine® banking and free, unlimited OnLine Bill Payment, 24 hours a day, seven days a week, anywhere there is an Internet connection. If you currently use Colonial Online Banking, your BB&T OnLine® user ID may be the same as your current Colonial Online Banking user ID, unless you were informed otherwise by mail. The first time you log on as of May 31, 2010, you will have a new, temporary password that is the last five digits of your Social Security number or taxpayer identification number. With BB&T OnLine, you also have the option to sign up for paperless statements, free Mobile Banking, and Account Alerts.
Q: Does BB&T offer online statements?
Yes, BB&T offers online statements at no cost. If you currently receive online-only statements, you will begin receiving them in the mail after conversion. However, after May 31, 2010, once you log on to your new BB&T OnLine® banking account, you may easily choose to receive your statements online only. You'll simply need to indicate your preference to do so and accept the applicable agreements. You can also register for BB&T Alerts, which can automatically notify you via email or text when your statement is available. For more information, visit BBT.com/paperless.
Q: Does BB&T offer Mobile Banking?
BB&T offers BB&T Mobile Banking, which allows you to securely access banking services instantly through your mobile device via text message, by accessing our mobile website BBT.mobi, or through the Mobile App for iPhoneTM. You can register on May 31, 2010, to begin using BB&T Mobile Banking after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Mobile link to open the Mobile Preference Center. Visit BBT.com/mobile for more information.
Q: Does BB&T offer Account Alerts?
BB&T Alerts allow you to receive account balance and transaction alerts, as well as statement availability, profile changes and more for your online accounts by email, text message or both. You can register on May 31, 2010, to begin using BB&T Alerts after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Alerts link to open the Alerts Preference Center. If you currently use alerts with Colonial Bank, make sure that you customize your new alert settings in the Alerts Preference Center on or after May 31, 2010. For more information, visit BBT.com/alerts. Your mobile carrier's text messaging and data usage charges may apply.
Q: Will I receive a new debit card or check card?
You will receive a BB&T Check Card in the mail by May 29, 2010, which will replace your Colonial Bank Debit Card. Please activate and begin using your new card after 5 p.m. on May 31, 2010. Instructions for how to activate your new BB&T Check Card will be included with your new card.
Q: Can I continue to use my Colonial Bank Debit Card Personal Identification Number (PIN)?
For your convenience, if you have a Colonial Bank Debit Card, you can continue to use your current PIN, with the additional benefit of no-fee access at over 2,400 BB&T ATMs throughout the Southeast and Mid-Atlantic.
Q: Will my deposits at BB&T continue to be insured by the FDIC?
As of February 17, 2010, your deposits from Colonial Bank and BB&T are added together for the purpose of determining the amount of your FDIC coverage. Your total deposits at these institutions that are in the same ownership category are insured up to $250,000 until December 31, 2013. Certain retirement accounts, which include all IRA deposit accounts, are insured up to $250,000 per depositor.
Certificates of deposit are insured separately for six months after August 17, 2009, or until maturity, whichever is later. If you have a certificate of deposit that has been renewed for the same term and amount during this six-month transition period, the certificate of deposit will continue to be insured separately until the next renewal date.
For more information on how your funds may be insured at BB&T, you may contact the FDIC directly at 1-877-275-3342, or visit www.FDIC.gov.
Q: When can I begin using BB&T financial centers?
You may begin using BB&T financial centers immediately for certain banking services, such as making deposits with no cash back, cashing checks and using BB&T ATMs with no surcharge. After May 31, 2010, you will have access to full-service banking at any BB&T financial center location.
You will have access to more than 1,800 BB&T financial centers and over 2,400 BB&T ATMs throughout our network. Please visit BBT.com/locations for a complete listing of BB&T financial centers and ATMs in your area.
Q: Will my local BB&T bankers have the authority to make decisions?
Yes. Although BB&T is one of the 10 largest financial institutions in the United States, we are structured as a network of community banks, which allows us to keep decision-making close to our clients and communities. This ensures that your banking relationship is in the hands of someone who is familiar with you and your banking needs. BB&T knows your time is valuable, and we take pride in offering you personal attention.
Q: Will there be any changes in ATM service?
You will have access to more than 2,400 BB&T ATMs throughout our network. When using your Colonial Bank card at BB&T ATMs, you will be able to check balances, withdraw cash, and transfer funds at no charge using the primary checking account or savings account linked to your card. Once you activate your new BB&T Check Card on Monday, May 31, 2010, BB&T ATMs will provide access to all of the accounts linked to your card and will offer an expanded set of transactions in addition to balance inquiries, cash withdrawals and funds transfers. With your new BB&T card, you will be able to make deposits and payments and purchase mini-statements and phone cards at all BB&T ATMs where those transactions are offered.
Q: Will I have 24-hour client service?
Yes. BB&T Phone24 provides automated access to account information and a variety of other banking services 24 hours a day, seven days a week. In addition, you can receive personal assistance from client service associates from 6 a.m. until midnight Eastern Time, seven days a week.
You may access Phone24 beginning at 6 a.m. ET, on May 31, 2010. Simply dial 1-800-BANK BBT (1-800-226-5228), and then follow the security and authentication prompts.
To speak with a client service associate, press 0 after selecting one of your BB&T accounts. Associates are available to assist you seven days a week from 6 a.m. until midnight ET.
Q: Does BB&T provide phone service for the hearing impaired?
Yes. BB&T provides a dedicated phone line for TDD hearing-impaired service. To access this service, please call 1-888-833-4228 and a BB&T representative will assist you.
Q: Will the hours of operation change?
The financial center hours will continue to be set by regional managers. Hours of operation are posted at each BB&T location. You can also visit BBT.com/locations to learn more about specific BB&T locations near you.
Colonial Bank will become BB&T on Monday, May 31, 2010. Throughout the integration process, our goal has been to minimize the impact to your banking relationship, and to keep you informed throughout the process. You will receive additional helpful information in the coming weeks that supports this integration effort.
Q: Will BB&T offer me greater convenience and more services?
Yes, you will have access to over 1,800 BB&T financial centers in the Carolinas, Virginia, Maryland, West Virginia, Kentucky, Tennessee, Georgia, Florida, Alabama, Indiana, Texas and Washington, D.C. You will also have access to over 2,400 BB&T ATMs throughout our network. In addition to more financial centers and ATMs, you will have access to an expanded line of BB&T banking, lending, insurance and investment products and services. For a complete listing of BB&T financial centers and ATMs visit BBT.com/locations.
For your convenience, you may begin using your Colonial Bank Debit Card now at any BB&T ATM without any fee or surcharge.
Q: Will I have new account numbers?
Yes. You will be assigned new account numbers that will be effective on May 31, 2010. In early June, you will receive a letter listing your current Colonial Bank accounts and account numbers, as well as the corresponding new BB&T accounts and account numbers. These new numbers will appear on your BB&T statements and on any checking, savings, or loan documents that you receive after May 31, 2010.
Q: Will I need to order new checks and deposit slips?
In early June, you will receive details on ordering new BB&T checks and deposit slips. You will be able to choose from a wide variety of check options and styles. In addition, you may continue to use your Colonial Bank checks and deposit tickets until May 31, 2011.
If you need additional checks and deposit slips before May 31, 2010, you can reorder them as you normally would, but please only order the minimum quantity.
Q: Will I need to re-establish my Direct Deposits and Automatic Drafts after the conversion?
BB&T will continue to accept your Direct Deposits and automatic drafts (ACH transactions) through May 31, 2011. After this time, ACH items received with your old Colonial Bank account information will not be able to be processed, and will be returned to the originator. As we receive and post transactions, we will send Notifications of Change to the financial institutions that originated the ACH transactions, providing them with your new BB&T account, routing and transit numbers. However, we also encourage you to confirm the changes to your information with those companies or financial institutions.
Q: How can I make my homeowner’s association payments to BB&T Association Services?
- Pay Online. Homeowners can continue to make their association payments using a credit card online through BB&T Association Services Online Payments.
Beginning May 31, 2010, homeowners should visit BBT.com, look on the left hand side of the page, find the Personal Services Logon dropdown menu and click Association Online Payments. - Pay by Mail. The P.O. Box has not changed for homeowners’ association payments sent by regular mail. Homeowners should continue to mail their payments along with their BB&T Association Services coupon to:
BB&T Association Services
P.O. Box 628207
Orlando, Florida 32862-8207
Please note that you can continue to use envelopes and mailing labels addressed to Colonial Bank. - Pay in Person. Beginning June 1, 2010, all Florida BB&T financial center locations will accept homeowners’ association payments made in the financial center when their payments are accompanied by an Association Services coupon.
- Pay by ACH through Association Pay. There are no changes to existing homeowners set-up on Association Pay, ACH. Scheduled payments will be deducted without interruption. If you are not enrolled in Association Pay and would like more information to have your payment automatically deducted from your U.S. bank account, please contact Association Services.
- Pay through an Online Bill Pay Provider. Payments received by online bill pay providers will continue to be processed by normal standards.
Q: When will I receive my last Colonial Bank monthly statement?
You should receive your last statement from Colonial Bank in May. In June, you will begin receiving BB&T statements at approximately the same time of the month that your Colonial Bank statements arrived. BB&T may combine your checking, savings and overdraft protection account information into one statement. Your credit line statements will be mailed separately. For the first few months, your deposit statements will contain your old Colonial Bank account number(s) and your new BB&T deposit account number(s).
Q: Does BB&T offer free online banking?
Yes. On May 31, 2010, you will have access to free BB&T OnLine® banking and free, unlimited OnLine Bill Payment, 24 hours a day, seven days a week, anywhere there is an Internet connection. If you currently use Colonial Online Banking, your BB&T OnLine® user ID may be the same as your current Colonial Online Banking user ID, unless you were informed otherwise by mail. The first time you log on as of May 31, 2010, you will have a new, temporary password that is the last five digits of your Social Security number or taxpayer identification number. With BB&T OnLine, you also have the option to sign up for paperless statements, free Mobile Banking, and Account Alerts.
Q: Does BB&T offer online statements?
Yes, BB&T offers online statements at no cost. If you currently receive online-only statements, you will begin receiving them in the mail after conversion. However, after May 31, 2010, once you log on to your new BB&T OnLine® banking account, you may easily choose to receive your statements online only. You'll simply need to indicate your preference to do so and accept the applicable agreements. You can also register for BB&T Alerts, which can automatically notify you via email or text when your statement is available. For more information, visit BBT.com/paperless.
Q: Does BB&T offer Mobile Banking?
BB&T offers BB&T Mobile Banking, which allows you to securely access banking services instantly through your mobile device via text message, by accessing our mobile website BBT.mobi, or through the Mobile App for iPhoneTM. You can register on May 31, 2010, to begin using BB&T Mobile Banking after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Mobile link to open the Mobile Preference Center. Visit BBT.com/mobile for more information.
Q: Does BB&T offer Account Alerts?
BB&T Alerts allow you to receive account balance and transaction alerts, as well as statement availability, profile changes and more for your online accounts by email, text message or both. You can register on May 31, 2010, to begin using BB&T Alerts after you have logged on to BB&T OnLine®. Once you are in BB&T OnLine, you should click the BB&T Alerts link to open the Alerts Preference Center. If you currently use alerts with Colonial Bank, make sure that you customize your new alert settings in the Alerts Preference Center on or after May 31, 2010. For more information, visit BBT.com/alerts. Your mobile carrier's text messaging and data usage charges may apply.
Q: Will I receive a new debit card or check card?
You will receive a BB&T Check Card in the mail by May 29, 2010, which will replace your Colonial Bank Debit Card. Please activate and begin using your new card after 5 p.m. on May 31, 2010. Instructions for how to activate your new BB&T Check Card will be included with your new card.
Q: Can I continue to use my Colonial Bank Debit Card Personal Identification Number (PIN)?
For your convenience, if you have a Colonial Bank Debit Card, you can continue to use your current PIN, with the additional benefit of no-fee access at over 2,400 BB&T ATMs throughout the Southeast and Mid-Atlantic.
Q: Will my deposits at BB&T continue to be insured by the FDIC?
As of February 17, 2010, your deposits from Colonial Bank and BB&T are added together for the purpose of determining the amount of your FDIC coverage. Your total deposits at these institutions that are in the same ownership category are insured up to $250,000 until December 31, 2013. Certain retirement accounts, which include all IRA deposit accounts, are insured up to $250,000 per depositor.
Certificates of deposit are insured separately for six months after August 17, 2009, or until maturity, whichever is later. If you have a certificate of deposit that has been renewed for the same term and amount during this six-month transition period, the certificate of deposit will continue to be insured separately until the next renewal date.
For more information on how your funds may be insured at BB&T, you may contact the FDIC directly at 1-877-275-3342, or visit www.FDIC.gov.
Q: When can I begin using BB&T financial centers?
You may begin using BB&T financial centers immediately for certain banking services, such as making deposits with no cash back, cashing checks and using BB&T ATMs with no surcharge. After May 31, 2010, you will have access to full-service banking at any BB&T financial center location.
You will have access to more than 1,800 BB&T financial centers and over 2,400 BB&T ATMs throughout our network. Please visit BBT.com/locations for a complete listing of BB&T financial centers and ATMs in your area.
Q: Will my local BB&T bankers have the authority to make decisions?
Yes. Although BB&T is one of the 10 largest financial institutions in the United States, we are structured as a network of community banks, which allows us to keep decision-making close to our clients and communities. This ensures that your banking relationship is in the hands of someone who is familiar with you and your banking needs. BB&T knows your time is valuable, and we take pride in offering you personal attention.
Q: Will there be any changes in ATM service?
You will have access to more than 2,400 BB&T ATMs throughout our network. When using your Colonial Bank card at BB&T ATMs, you will be able to check balances, withdraw cash, and transfer funds at no charge using the primary checking account or savings account linked to your card. Once you activate your new BB&T Check Card on Monday, May 31, 2010, BB&T ATMs will provide access to all of the accounts linked to your card and will offer an expanded set of transactions in addition to balance inquiries, cash withdrawals and funds transfers. With your new BB&T card, you will be able to make deposits and payments and purchase mini-statements and phone cards at all BB&T ATMs where those transactions are offered.
Q: Will I have 24-hour client service?
Yes. BB&T Phone24 provides automated access to account information and a variety of other banking services 24 hours a day, seven days a week. In addition, you can receive personal assistance from client service associates from 6 a.m. until midnight Eastern Time, seven days a week.
You may access Phone24 beginning at 6 a.m. ET, on May 31, 2010. Simply dial 1-800-BANK BBT (1-800-226-5228), and then follow the security and authentication prompts.
To speak with a client service associate, press 0 after selecting one of your BB&T accounts. Associates are available to assist you seven days a week from 6 a.m. until midnight ET.
Q: Does BB&T provide phone service for the hearing impaired?
Yes. BB&T provides a dedicated phone line for TDD hearing-impaired service. To access this service, please call 1-888-833-4228 and a BB&T representative will assist you.
Q: Will the hours of operation change?
The financial center hours will continue to be set by regional managers. Hours of operation are posted at each BB&T location. You can also visit BBT.com/locations to learn more about specific BB&T locations near you.
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