Consumer complaint received 2019-05-21
Company: BB&T CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
My dilemma started when I, unfortunately, was running a little low on funds early last XX/XX/2019. I had made 5 swipes of my debit card for fairly minimal transactions between XX/XX/XXXX-XX/XX/XXXX - all of which cleared at the point of sale with sufficient funds to cover all of these transactions. I had an automatic debit scheduled for XXXX that was for around {$580.00} from XXXX that I couldnt stop. This, unfortunately, would be denied. I wasn't able to stop it in time and my payroll direct deposit was due to hit XX/XX/XXXX so I anticipated making it right and covering a single overdraft fee once paid two days later. What I didn't expect was for BBT to process the XXXX charge on XXXX then charge me overdraft fees for the 5 transactions swiped from XX/XX/XXXX-XX/XX/XXXX putting me in a terrible financial situation. BBT charged me {$180.00} from 5 overdrafts and processed the XXXX charge of {$580.00} leaving my account significantly overdrawn On XXXX a .XXXX  auto debit came in from XXXX which again would have cleared but since the account was overdrawn that was another reason for BB & T to process another overdraft fee. So now there are 7 total overdraft fees of {$35.00} each and then BBT added two more additional returned item fees at this point - for the XXXX and XXXX charges in addition to the two overdraft fees charged for these same transaction totaling {$72.00} in fees for each the XXXX and XXXX charge. Now we are up to a grand total of 9 fees totaling {$320.00}. Again to be clear all 5 swipes made prior to the large charge coming through would have cleared AS WELL as the .XXXX XXXX charge - but since they decided to process the large transaction first even though it came in last they threw my account into chaos. My direct deposit did finally hit as scheduled on XX/XX/XXXX and I'm excited to finally try and get this resolved now that my payroll hit. Low and behold when I woke up I had an estimated {$550.00} remaining in my bank account after BB & T helped themselves to all of their fees. So I paid a car payment for {$540.00} and {$10.00} to tolls for my commute leaving {$5.00} in my account. Woke up the next day and I was in the hole again - which is when I had noticed BB & T double dipping the two more fees for the XXXX and XXXX charge but adding the returned items fees after already charging overdraft fees for the same transactions. At this point, I'm blown away and feel under attack. No explanation was given to me when called numerous times so I went to the branch in downtown XXXX in person on XX/XX/XXXX to discuss. I was just told by the manager on call at the time that I'm financially irresponsible and have to manage my money better. She was a nasty human and then proceeded to tell me how quick she could close out my account for me if I wanted. I kindly asked for her supervisor 's name and number and was given her card by another more polite human being. Now we are on Friday XX/XX/XXXX - wake up to two more overdraft charges for the car payment and XXXX tolls I had paid not expecting the double dipping which caused the last two charges! This is almost comical at this point. The senior representative from the bank did reply to my email from the night prior and took my call. She was pleasant and at least tried to provide me information as to why I'm in the hole that I'm in. She explained that transactions are NOT processed in date chronological order but couldn't provide me with an explanation as to why not. It's just the way the bank does it is all I was told and like the others tried selling me on some credit plan that is like a line of credit I could open to help protect from overdraft in the future. I mentioned I never in a million years would think transactions WERE NOT processed in date chronological order and that I never would have thought a transaction dated XXXX would take priority over 5 other transactions that were processed up to three days prior to via a debit card. I've since asked from her for a spreadsheet showing all of my transactions since XXXX or so ( which she offered ), any client disclosures or service agreements that I acknowledged when I set up my account that states how transactions are posted by BB & T, the specific transactions that triggered the last four overdraft fees from XX/XX/XXXX and XX/XX/XXXX, and lastly the name, title, and contact info for who is next in command so that I may reach out to them. I'm on my third request and have yet to hear from her or anybody else at the bank. Sorry for being long winded but I wanted to make sure I presented all the facts. 30 plus days later still nothing. Please reach out to me anytime - I look forward to hearing from 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