Days after banking blunder, some BB&T customers are still missing money

A banking blunder is creating big headaches for BB&T customers.

BB&T said a system malfunction was to blame and that the problem has pretty much been fixed.

But WRAL News has learned some customers are still waiting for their money back.

Bonnie Piras said she transferred $514.01 into her BB&T checking account using her online app last Thursday.

“It was there, and then it was gone,” she said. “(I realized it) when I got an email Monday morning saying I was overdrawn. I was furious because I knew it wasn’t possible.”

But Piras said the money disappeared.

BB&T announced that a system malfunction caused a major outage affecting online and mobile banking. The bank took to social media to explain the problem, saying that they had no reason to believe that it was a cyber security issue and that they were working to fix the problem.

“All of us, and particularly me, will not rest until we make it right,” said BB&T Chairman and CEO Kelly King. "We are absolutely committed to doing everything we can to make this right.”

But Piras said it's not enough. Despite several phone calls and a trip to her local BB&T Sanford branch, she's still waiting for the money to be returned to her account.

“Every time you turn around, they keep saying 48 hours, 48 hours, 48 hours is not going to cut it,” she said.

Piras said she's just grateful she has enough money to cover her expenses, but she said she knows for many, that’s not the case.

“There are people who don’t have a buffer, who have to feed their children,” she said. “Not getting tax refunds, worrying about people who won’t get social security checks."

A BB&T spokesperson released another statement Tuesday.

"All BB&T banking services are available. Our associates are completely focused on serving our clients and we are fully committed to helping them through any residual issues that need to be addressed," the spokesperson said.