Consumer complaint received 2019-04-26
Company: BB&T CORPORATION
State: VA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
What is the complaint about? 

Several unauthorized transactions have occurred on my BB & T bank account without my consent. These issues have not been resolved. The central problem arose when BB & T Branch Banker XXXX XXXX XXXX recommended I place a stop payment on my XXXX XXXX XXXX because he believed my regular payment was sent from XXXX XXXX XXXX to BB & T Bank.

What type of problems are you having? 

My account has experienced excessive interest, unjust charges, and various loan account penalties unnecessarily. Additionally, the BB & T Collections department has been repeatedly demanding that I make a double payment as a result of errors they caused. 

What happened? 
XX/XX/2019 Autopay in the amount of {$1000.00} was withdrawn from my BB & T account, as usual. 
XX/XX/2019 I, XXXX XXXX, visited the local BB & T bank to request a deferment. The BB & T Branch representative, XXXX XXXX, informed me that I needed to place a stop payment on the account from the bank where payment was mailed. Therefore, I left BB & T and drove across the street to XXXX XXXX XXXX  to place a stop payment. At XXXX XXXX XXXX, I confirmed that BB & T withdraws my regular payment. XXXX XXXX does not mail my regular payments to BB & T. As a result, I placed a one-month stop payment to prevent BB & T from pulling my regular payment. 
XX/XX/2019 I drove to a local BB & T branch in XXXX, Virginia to sign and fax deferment papers. 
XX/XX/2019 I returned to the BB & T branch in XXXX XXXX, VA to make the minimum deferment payment, which I assumed went to cover accrued interest on the BB & T loan. 
XX/XX/2019 After submitting my deferment request, making the minimum required payment, and placing a stop payment from automatic BB & T payment withdrawal, I receive an unexpected late charge. Therefore, I visited a local BB & T branch in XXXX, VA to get the late charge waved because I followed all the deferment processes for deferment approval. 
XXXX In my BB & T loan app , my automatic payment in the amount of {$1000.00} was withdrawn, but my loan balance was higher by a few thousand dollars. I did not address the issues because I figured that there must me a payment due date error. 
XX/XX/2019 My BB & T regular loan payment still shows as posted. No withdrawal in the amount of {$1000.00} came from my XXXX XXXX XXXX account to my BB & T loan. Therefore, I visited my local XXXX XXXX XXXX and was informed that my stop payment request in XX/XX/2019 was permanent. As a result, I asked the XXXX XXXX  representative to remove the stop payment. The XXXX representative told me that he would just delete my stop payment. Great! I left XXXX to go to BB & T to inform the BB & T representative to process my payment because of the release, but do NOT withdraw the XX/XX/2019 payment for which the stop payment was originally encouraged for me to place. When he looked at my account, he had to call the BB & T Collections Department. I had to speak with the BB & T Collections Manager names XXXX XXXX. XXXX told me the following : o I needed to make two regular payments because I owe money for XX/XX/2019 and XX/XX/2019. Yes, I owed BB & T a regular loan payment in the amount of {$1000.00} for XX/XX/2019 and that my current account has the payment on hold because of a stop payment. The stop payment has been released ; therefore, it could be processed. 
o XXXX then proceeds to tell me that BB & T credited my account in the amount of a regular payment of {$1000.00} on XX/XX/2019. To retrieve that amount back, BB & T withdrew that amount from my loan account payment on XX/XX/2019. At the time, while seated in the BB & T branch in front of Sri, I immediately check my BB & T to confirm the accuracy of the credit amount. I confirmed late that evening that not only did these unauthorized transactions occur on my account, but also there were several {$25.00} charges to my account because of BB & T payment reversals, again, without my consent and knowledge. 
XX/XX/2019 BB & T removed my XX/XX/2019 and gave me a late charge, despite me going to a local branch and telling the BB & T Collections Department that they could take only one payment from me until this issue is resolved. They did not take any. Also, I was informed by BB & T Collections that I gave authorization on XX/XX/2019 via a phone call from XXXX that I authorized a regular payment to be credited to my XXXX XXXX XXXX account, which is why she debited my XX/XX/2019 payment. I have not recollection of this call. If what she says is true, then there would be call recording that would serve as evidence of my consent. 
XX/XX/2019 Since I am working from home today, I visited the BB & T Bank Branch, XXXX XXXX XXXX, XXXX, VA XXXX location. Market Leader XXXX XXXX XXXX helped me understand the problems on my account ; she is trying to help remove all charges and fees since XX/XX/2019. And, she is trying to get the two cash payments of {$1000.00} backdated to XX/XX/2019 and XX/XX/2019. Even if my account is correct, I have physical spent several hours during work hours trying to correct the problems that arose from this Bank. I have been repeatedly called from BB & T Collections Department that have demanded I make a double payment without acknowledging error on their part. Lastly, I have witnessed my loan account with BB & T go delinquent with all types of charges without penalty to them for what they caused. Although these matters have not been resolved, if they are not resolved satisfactorily, I will either have to contact BB & T Auditors / Audit Department or pursue Legal resolution, which I do not want to take the time, money and energy to do. 

What company is the complaint about? 
BB & T Bank Who are the people involved? 
XXXX XXXX, Branch Banking & Trust ( BB & T ) Collections Department XXXX , BB & T Collections Department XXXX XXXX , BB & T, XXXX XXXX XXXX , XXXX XXXX, XXXX, Virginia XXXX XXXX XXXX, BB & T, XXXX XXXX XXXX, XXXX, Virginia XXXX

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