Learn what we do to protect you and how you can help protect yourself
- How to report fraud
- How we protect you
- How you can improve your online security and avoid scams
BB&T is committed to protecting your accounts and personal information from fraudulent activity. If your account or personal information is compromised, we offer free fraud restoration services to help minimize the impact and re-establish your identity.
What accounts are covered for fraud?
- Personal deposit accounts (checking, savings and money market accounts)
- Personal credit cards
- Personal debit cards (check cards)
- Payroll card accounts
- Business credit cards
What accounts are NOT covered for fraud?
- Business or commercial checking accounts
- Health savings accounts
- Investment accounts
- Municipal funds accounts
- Interest on Lawyer Trust Accounts (IOLTA)
How does BB&T respond to fraudulent activity?
Once you notify us of fraudulent activity, we'll take these steps to limit damages:
- Notify the credit bureaus to request a fraud alert be placed on your credit file
- Determine if you've been victimized at any other financial institutions or creditors
- Alert the Federal Trade Commission (FTC) of confirmed fraud
If you choose NOT to contact us to report fraudulent activity, you'll need to:
- Contact one of the three major credit reporting agencies immediately to request that a fraud alert be placed in your file, and that no new credit be granted without your approval. You need to call only one of these agencies, as they've agreed to notify each other whenever an individual requests a fraud alert.
- Notify any other grantors of credit about the fraud and file a police report. If you have documentation of the scam (letters, phone numbers, etc.), keep the originals and make copies to provide to others.
- Consider reporting the fraud to the FTC at 877-438-4338 (TDD: 202-326-2502).
- Keep detailed records of all events related to the fraud, including steps you've taken in response. Take note of all names, telephone numbers and dates and times you're in contact with anyone providing assistance.
In any case of fraud, you should always file a police report and keep any related documentation.
Information sharing and security practices
We strive to ensure your personal information is protected, including when we share it within BB&T and with our partners. We want you to know how and why we share your information, and what steps we take to protect it.
How we protect your privacy
To protect your personal information from unauthorized access and use, we use security measures that comply with federal law. Our Consumer Privacy Notice reaffirms our commitment to safeguarding your information. It tells you the kind of information we collect, who we share it with and how we protect it responsibly.
How we use your online information
We often share information within the BB&T corporate family in an effort to better serve you. Having your information on file enables us and our partners to quickly and easily reference it for many purposes.
Frequently asked questions about fraud claims
How long will the claim process take?
The claim process varies depending on the type of claim filed.
How can I find the status of my claim?
Once a resolution has been reached, a letter will be mailed to your address on file with the details surrounding the resolution.
What if I don’t agree with the resolution?
A case resolution is decided after research and investigation has been completed. In the event that you don't agree with the resolution, please contact our Claims Department at 866-802-4955 to request a second review.
Will a claim agent be contacting me?
A claim agent will only contact you in the event additional information is required when reviewing the claim.
Can I file on pending transactions?
At this time, we're unable to open a claim on pending transactions. Claims can only be filed on posted transactions.
What fees are eligible for reimbursement?
When filing a claim, any fees associated with the unauthorized transaction(s) will automatically be considered when the claim is processed. Keep in mind, an "Expedite Card Delivery Fee" for a replacement card is not a fee that's considered as part of the unauthorized transaction.
Why did I continue to get charges after my card was blocked?
Any transactions that obtained an authorization prior to the block will still process and post to the account even after the card shows in a blocked status. Once the card is blocked, no additional transactions will be authorized.
Why does my card need to be blocked?
If your card number has been compromised, BB&T must block the card to avoid additional fraudulent charges on the account.
Who can inquire on a filed claim?
BB&T will only share information on a claim with authorized signers on the account associated with the claim. We're unable to share any claim details with anyone not listed as a signer on the account.
Who can file a claim?
Any signer on the account can file a claim.
What transactions can I include on a claim?
When filing a claim, include all posted transactions that weren't authorized by any signer on the account. This includes fees associated with these transactions.
How can I contact BB&T to file a claim?
Who conducted the fraudulent transactions on my account?
There are multiple ways account and card information can be compromised, which can make it difficult to determine who's responsible for the fraudulent activity on any account.
How can I prevent fraud from occurring?
A best practice to reduce the likelihood of fraud is to never share your account information (account number, card number, PIN, username, passwords, etc.) with anyone who isn't authorized to use the account. When entering your PIN, cover the keypad to avoid others from seeing your entry. Also, always keep your checks in your possession or properly locked and secured.
Should I close my account?
If your account has been compromised or if you suspect that your account has been compromised, you should visit a local branch to have your accounts closed and set up a new account.
Frequently asked questions about documentation
When and why should I file a police report? Is a police report required?
You should file a police report if you're the victim of a financial crime. If a police report is required for the type of claim you're filing, a case agent will reach out to you. In that case, you'll need to provide an actual report, not just the report number.
Can I submit documents electronically?
At this time, documents cannot be submitted electronically. Documents can be submitted in the pre-stamped envelope provided, dropped off at a local branch or faxed into 704-954-3918.
How can I get a copy of my documents?
If you need a copy of any case documents, you can request them at your local branch, or call our Claims Department at 866-802-4955.
Do my documents need to be notarized?
Affidavits received for a check claim require notarization. Most of the other claim documents don't require notarization.
How long do I have to submit documents? Is there a deadline?
Documents should be returned to BB&T as soon as possible to avoid delaying the claim process. Failure to return documents prevents BB&T from conducting a full investigation and may affect the resolution of the claim.
Does a BB&T representative have to sign the "Error Resolution" claim documents?
No, although there's a line item for a BB&T representative signature, one isn't required.
Who needs to sign claim documents?
Documents need to be signed by the person who filed the claim. In the case of a check claim, they need to be signed by the person whose name was forged.
BB&T Zero Liability coverage provides protection to our cardholders against unauthorized transactions using BB&T Debit Cards or Debit Card numbers as long as BB&T is notified promptly. Please refer to the BB&T Bank Services Agreement: Section L: Electronic Fund Transfer Agreement and Disclosures (PDF) (opens in a new tab) for complete details.
The Visa® Zero Liability Policy(opens in a new tab) covers US issued cards and does not apply to certain commercial card transactions or any transactions not processed by Visa. You must notify BB&T immediately of any unauthorized use. For specific restrictions, limitations and other details, please consult your cardholder agreement.
See our Bank Services Agreement (PDF)(opens in a new tab) for more information.
Fees from your mobile or data carrier may apply. A monthly service fee applies if you choose to access your online banking financial data through QuickBooks® or Quicken® Direct Connect.
Branch Banking and Trust Company, Member FDIC.