Consumer complaint received 2019-06-16
Company: BB&T CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Opened a personal checking account with BB & T on XX/XX/XXXX. About a month later I wrote myself a check from my XXXX business account in the amount of {$600.00} to transfer myself money. The check was declined due to the daily mobile check deposit limit being only {$500.00}. I crossed out the word XXXX XXXX and number XXXX and changed them both to XXXX XXXX and XXXX so the check would go through. After uploading a picture of the new check, my funds were immediately placed on administrative hold. 

The next day I went to my local BB & T branch to figure out what the problem was and it turns out you have to initial when altering a check, which I was not aware of. I was told at the time that the check was being returned back to XXXX. I then went directly to XXXX to check on the status of the check and spoke with a manager who called one of the main offices, and it turns out the check went through with no problems at all and was not returned. I went back to BB & T and explained everything to the branch manager and even gave the XXXX manager 's contact information for verification purposes. I was told I'd get a call back within 24 hours regarding an update on the situation, which I never received. 

About a week later I went back to BB & T to ask for an update and was told everything was okay and the hold would clear within the next week and, but my card was going to be canceled and a new debit card tied to the same account would be mailed out in about a week. A few weeks went by and the hold never cleared and a new debit card was never mailed. I then called BB & T to ask for an update and was told that my account was being closed, BB & T decided to terminate its business relationship with me, and the {$500.00} check would be returned back to XXXX. 

Another month went by with me not being able to access funds or use my account in any way and the check still had not been returned, all while my account ( which I was notified had been closed ) was still being charged a $ 12 monthly maintenance fee. Since that time I had been to BB & T branches on at least 4 separate occasions to try to get status updates and inquire about the missing {$500.00} with no progress whatsoever. During this time I never even received a letter in the mail or any updates notifying me of the account closure. In fact, around XXXX I was sent a new card from BB & T so I figured maybe they changed their mind and will let continue me having an account there after all. I went to a branch to try to use the card and it turns out the card was sent to me by error and my account was still closed with my funds locked from me and my account still being charged monthly fees. 

In the past few weeks my account login has been deleted so I can't even log in to check on the missing {$500.00} anymore and I'm really not sure what to do at this point.

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