Consumer complaint received 2019-03-20
Company: BB&T CORPORATION
State: OH
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 opened a checking account with BB & T for my business online on XX/XX/2019 and I tried to open a savings account too for any overdraft issues but I had to visit a local branch to do that which it prompted me during the application that I can not choose to have overdraft protection since my account is not eligible due to not linking a savings account. Furthermore it asked if I wanted to opt in for overdraft coverage and I declined it. 3 days later I called and spoke to a representative who then connected me with her supervisor since they havent received my signature card yet to verify the deposit I was going to have withdrawn from my current bank to open the savings will go back to the account it came from and to make sure I was not opted in for overdraft coverage. The supervisor told me that I am not opted in and the money would be returned, which it was so I assumed the overdraft coverage was correct too. 
On XX/XX/19 there was an overdraft charge however, I didnt notice it and then on XX/XX/19 there were multiple charges, yet again I wasnt aware of it since I hadnt switched over to using that account as my main business checking and had only made a couple deposits and withdrawals. On XX/XX/19 a deposit for {$2200.00} was put into the account and I paid some bills with it and little did I know that BB & T had taken {$800.00} from the deposit on the XXXX in overdraft fees. I called and waited on hold a couple times, one time I was disconnected during a transfer and nobody called me back and the other time I was on hold for over an hour. I knew this was a mistake since I called and verified that I wanted no overdraft coverage so I never imagined there would be such an issue returning the fees. I had set up a couple items through BillPay in this account before these fees arose, there was a reoccurring payment that was sent out while my account was {$800.00} negative and returned which then started this process all over again, how it has spiraled into {$1200.00} in overdraft fees within a month is beyond me. Ive depostied {$3800.00} in the account, Ive had {$3400.00} in transactions from the account and yet I have some how accumulated over {$1200.00} in overdraft fees. I spoke with a representative named XXXX on XX/XX/XXXX who told me he sees I opted out of overdraft protection but by default I have overdraft review, when I explained to him that I specifically called in and stated there isnt supposed to be any type of overdraft coverage, including overdraft protection or review he said I opted out of those but not overdraft review decision, I explained that nowhere in my paperwork or on their website do I see that verbiage regarding my account and I asked to speak with a supervisor. He argued with me as to why I didnt need a supervisor for 40 mins after telling me that if I didnt have overdraft coverage, any time I used my card and it was declined I would be charged a {$37.00} fee for the decline. Finally he said he would transfer me and the call was disconnected again during the transfer to a supervisor. I call back and spend another hour on the phone talking to a supervisor named XXXX, who said he believes there is a error or glitch that didnt take the overdraft coverage off and the research dept is going to investigate this matter and get back with me. He assured me they would listen to the phone calls and review all the documents and computer logins during this investigation. At the end of the phone call I was satisfied knowing that a department was going to look into this and what I stated to them would be proven. I followed up after not hearing anything on XX/XX/XXXX and realizing they are still charging my account daily and the return checks were still going through creating more fees and XXXX advised me that it would take up to 30 days. I call again yesterday and talk to XXXX XXXX in Executive Dept. who told me that the case number XXXX gave her hasnt been pulled for review yet ( this was at XXXX XXXX est ) this morning at XXXX XXXX est I received a call from XXXX who said she was with the research dept and she looked into my case and they determined I owe the fees. When I advised XXXX there was no way she really researched my case since the file wasnt pulled yesterday at XXXX and the department she works in is only open from 8-5, how could she have really researched anything in 20 mins when Ive spent at least 10 hours on the phone being told different information. She refused to give me her last name, supervisors name or a rep id and hung up on me. This morning I spoke with XXXX XXXX, a supervisor over the executive dept. who never returned my calls and said she couldnt access her voicemail but would look into my account today. I explained to her that I am getting charged daily and asked her when I would hear back since this was supposed to be done a week ago and she laughed at me and said if you expect me to listen to 10 hours of calls then you will have to give me some time I responded that {$1200.00} in fees isnt really something I find funny or constantly being blown off every time I have called to resolve this, which has taken up 10 hours of my time this month and my contractors whos checks were returned because you guys have falsely accumulated {$1200.00} in fees definitely doesnt find this funny either. She quickly changed her tone and said she would follow up with me at the end of the day. The bank is closed and I never heard anything from her. Ive requested to have the fees reimbursed and after all of the phone calls, XXXX XXXX confirmed through email yesterday that my account is still opted in for overdraft coverage! Not one of 4 representatives or 3 supervisors has yet to correct my account to this very day.

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