Consumer complaint received 2019-10-18
Company: BB&T CORPORATION
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2019, I made two separate mortgage payments around XXXX and XXXX EST. Both mortgage transactions via BBT online confirmed request to pay with separate confirmation numbers to be processed from two separate bank accounts {$710.00} and {$100.00}, which totals the sum of {$810.00}, to processed by XX/XX/XXXX. On XX/XX/XXXX,  out of curiosity I checked my bank accounts and my mortgage account history to learn the requested payment transaction for {$710.00} has not been withdrawn ; however, only the {$100.00} BBT mortgage payment transaction posted. Therefore, my BBT mortgage account has incurred a late payment fee. I contacted BB & T mortgage services customer care on XXXX around XXXX EST. and spoke to their front-line customer representative. I proceeded to questioned the representative regarding the mortgage late fee charge, in addition to explain the two separate mortgage transactions that I sent to be applied to my mortgage payment were not processed, due to their system only allows one payment transaction per day. I expressed my concerns with the representative and advised that the information that she provided, does not reference that process when submitting mortgage payments. In addition, the web service system did not provide any payment cancellation to support the action of their online payment process system as she states. Also, I advised the representative in retrospect to this unknown one-time payment process, that no one on the behalf of BB & T made any contact with me as the consumer to alert me to the missing payment {$710.00} that was sent to be processed via web servicer from my XXXX bank account. I made a request to the representative to have the late fee remove and she advised that BB & T can only remove a late fee once every two years. The representative then advised that there is a record of a late fee removed back in XX/XX/2019, which I advised the representative that it was for the same issue that we are discussing during this call. I asked to be transferred to another member who have the authority to have the reported " late fee '' removed as this was no error on my behalf as the consumer. The representative placed me on two silent mutes to advise that her manager XXXX XXXX was currently servicing another call and would have to transfer me to XXXX XXXX voicemail box to have my call returned back on XXXX. As a concerned mortgage consumer, I initiated another mortgage payment of {$710.00} from the same bank account XXXX to ensure that my second mortgage payment apply to my current mortgage. As of XXXX, XXXX EST I have yet received a returned call from the representative manager XXXX XXXX. As a consumer I am quite concerned with BB & T mortgage payment process and mortgage payment reporting. I entrust that BB & T ensure that their payment process options for their consumers are detailed and clear with a one-time, one payment process a day to prevent future occurrences as this situation. Right now, I have low confidence with BB & T mortgage payment process system, as if the payment system is designed to cause payment delays, poor payment reporting and/or the ability to increase their financial gain to over charge consumers.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation