Consumer complaint received 2017-09-25
Company: BB&T CORPORATION
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am overwhelmed with the predatory actions and lack of customer service or responsibility for the following actions performed against my account at BB & T. 

I have a checking account with BB & T, where I use a BB & T credit card as overdraft protection. I most recently utilized overdraft protection from my credit card to my checking account on XXXX and XXXX XXXX ( Refer to attached statement ). At that point I had held an available card limit of {$9000.00} with a balance of ZERO. There were no issues with the transfer from my credit card. 

I needed to use my overdraft protection credit card again on XXXX/XXXX/XXXX, but the advance did not occur and I incurred a {$36.00} fee ( see attached statement dated XXXX/XXXX/XXXX ). I obviously had no idea the transfer had not occurred, having used my credit card without issue on the previous month. 

On XXXX XXXX, XXXX I looked at my account online and was shocked to find numerous overdraft charges. For each occurrence, nothing transferred from my credit card. The erroneous fees assessed are listed with " stars '' on my account and total {$1500.00} from the XXXX/XXXX/XXXX statement. XXXX XXXX {$1600.00} XXXX including XXXX charge ). 

I immediately called XXXX 's Customer Service Department on XXXX/XXXX/XXXX. The Customer Service Department was unable to determine why the credit card did not advance as needed and recommended that I speak to the Credit Card Customer Service Department. XXXX. For four days ( XXXX, XXXX, XXXX, XXXX ) I called consecutively to determine why the transfers had not occurred since I had nearly {$9000.00} available on the account. Each time I was told that the matter had been escalated to tier 2 research and someone would get back with me. On XXXX I could see I had a credit card connected to my account. After making the phone call to XXXX on XXXX, the credit card was removed from my online view of the credit card on XXXX. This was very puzzling to me. Each time I called I received the same consistent message that the matter was being researched. After much frustration, on XXXX I insisted to speak with a Supervisor. I spoke with XXXX XXXX where he advised me that my credit card had been closed for inactivity!!! I asked when XXXX planned to tell me that, since I had just used the overdraft protection on XXXX. I was told that XXXX had chosen to close my card for inactivity at the end of XXXX. I asked when XXXX had planned to TELL ME they were closing my account, and he said a letter was mailed to me on XXXX/XXXX/XXXX ( which I have attached ). I asked XXXX XXXX how I was supposed to know that I no longer had overdraft protection in XXXX and XXXX since I had not been notified. He had no response for me. I was told if I wanted my overdraft protection reinstated I would have to reapply. I told him that would not be happening and I wanted the {$1600.00} in overdraft fees refunded. XXXX XXXX told me another department would be handling this matter because he was in the Credit Card department. So he assured me that I would hear from someone no later than Monday, XXXX XXXX ( XXXX week from my previous complaint ). As of today, XXXX XXXX I have received no return phone call from XXXX AND no fees have been refunded. 

I am officially disputing these fees. I believe these fees define PREDATORY, and XXXX 's inability to do what is right for a consumer. I spoke multiple times ( and I encourage recordings to be retrieved of my phone conversations requesting that my overdraft protection be reinstated and fees reimbursed ). I believe the CFPB was created to help individuals like me from being taken advantage of by financial institutions. 

Because no one will return my call at XXXX after receiving consistent messaging that my case is being researched and under investigation, I felt no other option for a resolution but to complaint to the CFPB.

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