Consumer complaint received 2017-08-11
Company: BB&T CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I received a notification a bit before midnight XXXX/XXXX/XXXX that I had overdrawn my account by {$1.00}. Up until XXXX XXXX. when I checked my account it was in the positive. Not willing to leave my house in the middle of the night to risk my life going to the bank I waited to correct this. I figured that since I just got the overdraft there should be no reason I could not instantly correct this when BB & T opens. The next day, XXXX/XXXX/XXXX I made a deposit at the drive through to cover the negative only to find that {$1.00} had already cost me {$36.00} in fees in less than 12 hours. I called in to try to correct this. I was informed that there was no way to override to help me. I asked to speak with a manager and was hung up on. I proceeded to BB & T XXXX XXXX XXXX XXXX XXXX, XXXX, VA XXXX and waited for XXXX XXXX. I informed her that I wanted to correct the overdraft. That I believe that I got it wrongfully and if she could please help. At that point, I had {$0.00} in my account from a deposit I made that only covered the overdraft. XXXX XXXX pulled up my account and informed me of my balance. I agreed and asked her to please explain how their overdraft works. That I did not understand what she was saying. XXXX felt it necessary to mention over 20 times that my balance was " XXXX cents. '' Every time I agreed, even after I realized what she was trying to do. However, telling me over 20 times that I have a XXXX cent balance is not an explanation. I then asked her to please print me off the overdraft policy form for written legal understanding. Once I knew she was not there to help me, but to try to belittle me in front of other customers mentioning over twenty times " You only have XXXX cents in your account. '' XXXX XXXX then informed me that I was going to " get hit with 2 more overdraft fees for pending items that have not yet posted. '' It took nearly 20 minutes to get her to answer a simple question of if I make another deposit with you now, will that cover things. Again, after mentioning my {$0.00} balance a few more times and avoiding my question she finally answered and said yes, it would cover the pending as long as nothing else goes through. I deposited {$50.00}, she said : " Do you have {$0.00} in this account too? '' That XXXX me off. That is when I knew for a fact that she was intentionally repeating my balance to try to embarrass me. I informed her that she has mentioned my balance over seven times in the last 3 minutes alone, and louder than anything else she said. Today is XXXX/XXXX/XXXX and the 2 pending items have cleared. Yet, I still have that {$50.00} in addition to my direct deposit my account. XXXX XXXX informed me I needed to make the deposit to cover the pending items to stop 2 additional overdraft fees. This banking institute has poor practice, no morals, and the complaints are horrible. Sadly, I am only now learning this. I want my overdraft refunded to me and a formal apology from the bank for XXXX XXXX 's actions.

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