Consumer complaint received 2017-08-09
Company: BB&T CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Overdraft protection error through BB & T. When we first opened the account we were told we were not approved for overdraft protection after we signed the paper to apply for it, given to us by the banker that helped us open the account. Over the last month we have been charged over {$700.00} in overdraft fees. We complained numerous times, had endless phone calls with BB & T to try and fix it and got nowhere. Our online banking statement did not match what the bankers statement showed. The information shown on our bank statement was false. The balance in our account showed we had more money than we actually did, resulting in an incredible amount of overdraft fees that shouldnt have occured in the first place, because we were told we werent approved! We were also told, seeing we didnt have the overdraft protection the card would decline if the funds werent available! We had overdraft fees before that we payed, simply because one {$36.00} fee wasnt much to complain about but, this became a big issue on XX/XX/XXXX. We had accumulated an overdraft charge of {$230.00} from the start of XX/XX/XXXX. The overdraft fee was taken out from paycheck on XX/XX/XXXX. Leaving our balance at {$550.00} left from a {$780.00} paycheck. I went into the branch in XXXX XXXX, PA on XX/XX/XXXX to resolve this issue because the claims that were previous opened over this were all denied. I was told there was nothing they could do because we signed for the overdraft protection even tho we were wrongfully told we werent approved for it from the start. After recieving a print out of my bank statement I saw I had another negative balance of {$220.00} as of XX/XX/XXXX. I totaled up my transations from this time period and saw I was wrongfully charged for 6 overdraft fees, totaling {$210.00}. On XX/XX/XXXX I went to the branch in XXXX, PA to resolve this issue and was shown that my balance of {$550.00} was not correct. I only had {$350.00} in my account which was the result of the {$210.00} overdraft fee. Ive kept track of my balance, watched my transactions and still got these fees because my balance given to me through online banking was not accurate. When I asked to see the statement that the teller could see, I was told the information was confidential and only for their use. I was told to keep better track of my purchases. Why would they have not shown me in online banking that my balance was only {$350.00} due to other overdraft fees that showed to be already taken out? It already had listed the overdrawn purchases were cleared and taken out but it didnt show the updated total. They clearly scammed me, and I am not the first person to complain of this " glitch ''. I have not been able to pay my bills for the last 2 weeks and my family vacation was canceled because of this issue. There is no way they can legally get away with doing this.

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