Consumer complaint received 2018-10-16
Company: BB&T CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I received a statement from XXXX XXXX in XX/XX/2018 with a due date of XX/XX/18. The full amount was paid via my BB & T online banking account. BB & T 's designated delivery date was XX/XX/18. After receiving a payment reminder notice from XXXX XXXX, I contacted both BB & T and XXXX XXXX to f/u regarding my payment. BB & T verified the information on the check was correct. According to BB & T, the check was processed on their end, however, as of XX/XX/18, had not been cashed by XXXX XXXX. XXXX XXXX as of this writing has not received the check. Following a conference call with both entities on XX/XX/18 : BB & T stopped payment on the check stating there would be no fee to me for the stop payment since the check had not been received by XXXX XXXX. This was confirmed again during the phone conversation. Payment of the full bill was made over the phone to XXXX XXXX with no resulting financial impact ( e.g. interest, late fees, etc ). 

The following day, XX/XX/18 I went online to check my account. BB & T charged my account {$35.00} for the stop payment. On XX/XX/18, I contacted BB & T online banking and was assured it was a mistake and the fee would be removed. On XX/XX/18, again I checked my account and the fee was not removed. In as much as the BB & T online banking telephone hold time was 50 minutes, I opted to send a message via their online messaging system - no response noted. On XX/XX/18, I again contacted BB & T at which time I was informed by XXXX in online banking, that the fee would not be removed from my account since it was my fault they did not receive the check. Per XXXX : The account number I referenced on the check was incomplete. It doesn't matter that the address was correct and the issue was XXXX XXXX did not receive the check, it is still my fault. 

After getting disconnected, I contacted XXXX XXXX and spoke with XXXX who works with payment investigation and escalation. Per XXXX : XXXX XXXX policy when they receive a check with an incomplete account number is to cash the check. When the customer calls, they then will link the payment to the customer. In this particular instance they did not cash the check, because they never received it. Following my discussion with XXXX XXXX, I received a call from XXXX from BBT 's  payment research dept. Per XXXX : 1. I signed an agreement when signing up for online banking that states I will put the full account number. Since I did not do this, they will not refund the {$35.00}. She dont know who told me they were waiving/refunding the fee, but they should not have and it wasnt her. 
2. If I had entered the full account number, it would have resulted in an electronic payment, rather than a paper payment. My understanding is BBT online Bill pay is for both paper and electronic payments. In as much as the address on the check was complete/correct, XXXX XXXX should have received the paper check by the BBT delivery date of XX/XX/18. They did not. 
3. XXXX XXXX 's policy and the fact that they never received the check at all. A lot of things could have happened as to why they did not get the check - e.g. could have gotten lost at post office. It doesn't matter, it is still my fault since I did not put the complete account number on the check. 

In summary, I am requesting that the {$35.00} stop payment fee be refunded to my checking account. Please note : 1. The payment was sent via BB & T 's online banking using a paper check and a BB & T designated delivery date of XX/XX/18. In as much as the mailing address was correct, XXXX XXXX did not receive the check, not by their assigned date and not at all. Additionally, BB & T, by their own admission, has not received a return check or any other communication from XXXX XXXX indicating there was a problem. XXXX XXXX in accordance with their policies would have cashed the check and they did not because they never received the check. 
2. As noted above, during a conference call with BB & T and XXXX XXXX, I was told by a BB & T employee ( hired and trained by BB & T ) that the fee for the stop payment would be waived. This was confirmed again during the phone call and upon f/u with another BB & T employee XX/XX/18. It seems both unprofessional and unethical to charge me for the stop payment, after assuring me, it would be waived. 

As a long time customer of BB & T, this experience and level of interaction is very disheartening. I will be happy to provide additional details, timelines, or other information if needed. Please advise regarding next steps and resolution. Thank you.

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