Consumer complaint received 2018-12-26
Company: BB&T CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I made cash & check deposit at my banks atm on XX/XX/XXXX @ XXXX XXXX, of {$43000.00}. I thought I had deposited {$500.00} in cash but I must have counted wrong because the receipt said {$400.00}. Thats my responsibility & my consequences to deal with. I received a call on XX/XX/XXXX @ XXXX XXXX by XXXX saying there was an issue with my name on the check, it was a settlement check from insurance of {$43000.00} I explained its my maiden name & a settlement from a loss that happened 3 yrs prior, she said that they were not going to accept the deposit because its made in my maiden name, i said ok & asked if i need to come pick up the check or do they mail it to me,. XXXX informed me because a mortage company was included on the check that it was sent to them. I then called my mortgage company and i spoke to a person whose name is XXXX & I explained to them they would be getting a check, why & what the check is for. for a claim that was years ago & that the bank for some reason had sent the check to them. she explained to me since i do not have any claims with my mortgage company the check will be deposited to my principal & I will need to request a refund, however she asked me to call the bank & ask what address did they send the check to. I called BB & t requesting to speak with the manager, I was told she was in a meeting & i could leave a message for her, in which i did, at XXXX XXXX @ BBT informed me the manager is in meetings all week & that she is the head teller & the manager asked her to handle this., I asked her the address the check was sent to? she told me that they have decided to accpet the check for deposit however because the check is in my Maiden name, she needs me to come into the bank with my license & docs to prove XXXX is my maiden name & also for me to sign an affidavit & that there will be an will increase on hold from XX/XX/XXXX & XX/XX/XXXX to XX/XX/XXXX. I gathered all the docs, as well as docs from settlement to prove everything & more. The Next morning 30 mins prior to my appt time, XXXX called saying she has great news, she no longer needs all the proof of my name, that she had requested because they are going to accept the deposit However she needs something from my mortgage company endorsing the check. I did not realize the check needed to be endorsed by BOTH me & my mortgage company, as no other checks iv deposited have been. Why are they asking now? I thought the check was written out as AND/OR informed me i would need to open a claim, I explained it all to XXXX At BB & T bank & explained it would be a big deal, since it is a settlement and not an actual loss. I called XXXX repeated the conversation I had with XXXX @ mortgage company and that I would have to open a New claim with my mortgage & how XXXX said it is a big deal because i do not have a current loss, it requires contractors, etc. I told XXXX, again this is a settlement from a loss many years ago, i would be happy to show the papers to them proving all that i have said but that is all that I can do, there fore if that is a requirement to accept the check as a deposit, then it is fine that they do not accept it, and please return the check to me asap, this is delay that i can not afford. XXXX then told me, she would speak with HEADQUARTERS to let them know & that she would call me back to let me know and if not she would tell me when my check would be returned. explaining to my attorney what was happening, she said its simply only a formality that the Insurance is required to include the Mortgage on the check. That some banks require 2 signatures & some do not, especially given the fact that i am DEPOSITING the check in to my OWN account. I explained how i believed the check was written out as an and/or, she said if the check was lost she can request from the opposing counsil to make out the new check as such. Considering the settlement was over additional living, expenses, personal property & actual cost I expected that and/or is how the check was made out to begin with. I learned we could NOT in for a lost check, since THE FUNDS HAVE BEEN withdrawn for that check. XX/XX/XXXX I received a Text stating {$43000.00} posted to my account at BB & T also i recieved XXXX post letters in the mail stating my funds have cleared.with the date and times for partial release and remainder release. I recieve a call from XXXX states that she is the manager at Both the point loop branch as well as the XXXX branch telling me that they are withdrawing the funds from my account placing a HOLD on my account. for an inproperly endorsed check. I explained again everything i had been through with XXXX, reminding XXXX of who I am she knows my LEGAL name being Maiden XXXX married as XXXX, How long that I have banked with them of which she said she remembers me, and they dont want to accept my deposit over inproper endorsement, I again say it is fine I just want to know where is the check? when are they going to return it to me? How if its lost, i called to have a new one issued, but i was not able to because the funds have been withdrawn from the issuers bank. I dont know where my moiney is, that even my cash deposits have been put on hold all this time and its 10 days, she informs me that she put a hold on my account. I TOLD HER my kids can not have XXXX, my child support my cash is in that account, she states she will talk to XXXX and ask is advice and for me to call the branch on XXXX   XXXX tomorrow they may be able to give me some advice, I called XX/XX/XXXX as XXXX told me to I spoke with THE ASSISTANT manager she told me she was, I asked her if my deposit would be returned to me or who do I call that can help me with regulating banks, she began to ARGUE with me that I needed to wait until XX/XX/XXXX the hold would be removed and my money would be made available. on XX/XX/XXXX I recieved another call from XXXX at approx XXXX XXXX telling me I have to call the INSURANCE company have them to RECALL the check for inproper endorsement, and that after I do that and after they have recalled the check, only then they will release the hold on my account. I dont understand why BB & T does NOT acknowledge, that this was a suit and it was a settlement, I ONLY WANT my check returned. they treat me as if I DID SOMETHING WRONG. THEY REFUSE to RETURN the check to me & they WILL Not release the hold they placed on my account, my cash, my child support, they have all of my money, they have given me the run around, changed their story so many times, say they will accept then they wont accept the deposit which I have no issue with it but They DID NOT have a right to treat ME like I AM SOME KIND OF CRIMINAL.Their actions have made it so my children, my grand children DID NOT have a single gift, tree NOTHING we did NOT have XXXX. WHY is it taking all this time to simply RETURN MY Check? my cash? why IS MY ACCOUNT ON HOLD? That is for people who have fraud stuff .Ive been a client with this bank for many many years, yet they are treating me LIKE I AM SOME KIND OF CRIMINAL, I have never broken a law in my life & they did not care they will not return my cash or the check I deposited they HAVE OUT RIGHT REFUSED to return it and they have made me jump thru hoops, given me different excuses, lies after lies, they have this freeze on my account, for NO reason! THEY REFUSE to RETURN my check, they WILL NOT release this HOLD they put on my account. It is SO WRONG that I am being treated this way. I so desperately NEED your help, I am pretty sure that there are laws that protect cunsumers from being BLACKMAILED and BULLIED. I am so grateful and Thank you for anything you can do to help me.

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