Consumer complaint received 2018-06-26
Company: BB&T CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I opened a $ XXXX monthly fee checking account with BB & T in XX/XX/2018 after my account at XXXX was compromised due to telecommunication fraud. I did not set my account up with online banking immediately due to the telecommunication fraud at the previous bank. I opened the account up with my home address which is my father 's residence that he allows me to use for my mail since I do not have a residence. However, in XX/XX/2018 I decided to sign up for online banking. Once I had enrolled in online banking on my cell phone I could not see all of my transaction history. It only would show the last 6 transactions. So while I was in the branch that I opened the account at I asked the banker why it would not show me anymore transaction history. She said she did not know but she could print my statement off for me to review. When she printed off the statement I noticed my address had been changed on the account to my new XXXX. XXXX in XXXX, TX XXXX. But I did not open my account with that address nor did I make the change. I asked her who changed my address and on what date. She got everyone together in the bank and said, " No we all remember that was the address you opened it with. '' And I said, " No. I don't have any accounts address to my XXXX  XXXX. When was this changed made? '' The bankers then said they needed me to sign that I changed my address and I said I'm not signing that form until someone can give me information on how my address was changed. '' I am also a victim to mail fraud with several other financial institutions where my address was altered to have my statements on accounts diverted to the people stealing my identity with telecommunication companies. I reported account tampering and suspected mail forwarding from my XXXX XXXX to another address that I wouldn't know since I wasn't the one that put a forward from the XXXX. XXXX. that would allow someone else to receive my original statements and access my account information. In the past these statements were then altered and sent in the mail to me to my correct address so that I would be unaware of the true account activity or a transaction by the USPS that my mail was forwarded out of account. Additionally, on XX/XX/2018 when I signed into my online banking it prompted me to enter my password. Then it gives you the option to set up a XXXXne time code to device or to enter my security questions. I never opt to enter a one time code because of the continuous telecommunication fraud. However, once I entered my security question I saw someone remote into my phone and select send one time code and then it stated : XXXX, we just sent a one time code to your phone number ending in XXXX. Once you receive the code enter. My telephone number does not end in this and nor was I the one that received the code. But then all of a sudden the account page opened up and it was all in XXXX. I tried to navigate through the page to look up what number my account had on file that the code was sent to so I could report the full number to the XXXX Police Department. But since I could not read XXXX I had to exit out of my account and log back in. I went through the same steps and this time no one remote into account and the web page opened up after I entered my security questions and everything was back in English. When I went to my account profile it had my correct telephone number ending in XXXX and my correct email address. Before in the past several telecommunications companies had been illegally managing my cell phone account without my knowledge and then switching out devices on my account while placing me on another server while they then got into my bank account to do account transfers or withdrawals without my knowledge and also tried to frame me for XXXX XXXX   XXXX scams and drug activities that was not me by switching out these devices on my account. Once they were done accessing my account as me they would remove their devices from my cell phone account and then put me back on my the server. I am not sure if this is the case at BB & T, but it is all the same crimes that keep happening over and over again. I have also requested from the USPS for a chain of address and they have not cooperated with me in regards to providing me this information to find out where my mail is being diverted and tampered with once someone changes my bank account address. I reported the cyber crime to BB & T fraud department and was told to go into bank to close account. When I did this the banker would not do this because she said that I still had pending transactions of {$43.00}. I said I realized that but I still needed my account status to reflex pending close so that no further transactions would go through my account. She said the bank does not have any such status when items are pending. I know this to be a lie and the branch manager would not even provide me with documentation on the status of my account. I showed her my police report about the account and I said I will need to call the police since my account has been tampered with if you will not provide me with the necessary documentation that is required of them to provide in consumer protections laws. She told me not to call police but she will call me when I could close the account. This would leave to account wide open to have wire transfers, email transfers, or phone transfers completed without my knowledge if the account stayed in active status. On Monday, XX/XX/2018 I went back into branch and asked for my proof that my account was closed. I was told the items were still pending and they still would not change my account status for me. I said, '' I am just going to call the police so that I can have a witness of you stating the bank does not provide customers that are victims to account tampering and fraud a pending close status document to prevent any further fraud and that I have stated to close my account. XXXX Police Department came out as my witness which now has a video surveillance for reference about the fraud on my account and the banker lying to me that the bank can't change the status on my account to close until after the pending items cleared. I also asked if there was any external account transfers done on my account. She told me she can't give me any of that or any of that information. I asked why because I was the account owner and holder and I had a right to know the full actives on my account. She told me to call the online banking department but every time I do this the telephone numbers do not match what the branch has for the departments and they don't ever have any notes or history documenting the people I spoke with or my concerns regarding the fraud. Thus all the information is not synchronize which leads me to believe it is another technology company acting as a 3rd party and illegally accessing my account as me.

Company response to consumer: Closed with explanation