Consumer complaint received 2018-07-12
Company: BB&T CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
{$1000.00} is missing from my BB & T checking account and no one can tell me where it is. On XX/XX/2018 I sent {$1000.00} from my account at BB & T to my account at XXXX  XXXX XXXX ( XXXX ) via XXXX. Having sent money with XXXX before, I assumed the transfer would take place quickly. I then logged in to my account at XXXX XXXX XXXX XXXX ( XXXX ) and sent money to my XXXX  account using XXXX. I was given the option to make XXXX my institution of choice for XXXX deposits and chose this option. I later noticed that the money I sent from BB & T was never credited to my XXXX account. When I called I was told since I had never sent money via XXXX to my XXXX account, it would take 3 business days for the transfer. Since I had already changed my deposit institution of choice on XXXX I called XXXX and explained this. XXXX informed that I should contact XXXX. I contacted XXXX and was told they could not release my choice of making them my XXXX institution of choice. I did not want my money going to my XXXX account so contacted BB & T and was told that if I did not accept the transaction, it would return to my BB & T account within 15 business days. I waited 15 business days before going to the closest BB & T branch located about 100 miles away and met with personal banker XXXX XXXX XXXX at the XXXX XXXX Ohio Branch on XX/XX/2018. XXXX XXXX contacted the BB & T online banking department and was told that my money was frozen by BB & T due to suspected fraud. She was instructed to have me sign an ATM/Check Card/Electronic Check/Error Resolution Form. She completed the form which erroneously stated I was claiming that the XXXX transfer was done fraudulently without my knowledge. I stated the form was improper, untrue, and was itself fraudulent and she replied that if I wanted my money back, this form needed to be signed. I reluctantly signed the form and was told my money would be returned to me from the BB & T online banking department by the next banking day which was XX/XX/2018. On XX/XX/2018 I called XXXX XXXX and was told that my money had been sent to XXXX. I told her it had not been sent to XXXX so she said she was asking for a CRM to verify. On XX/XX/2018, I contacted XXXX XXXX and was told that my money had been sent to XXXX and the case was closed. I informed her on XX/XX/XXXX that the money was not at XXXX and she again stated she would ask for a CRM. On XX/XX/XXXX, while on family vacation, I met with personal banker XXXX XXXX at the XXXX  XXXX branch on XXXX XXXX. XXXX XXXX informed me that the payment ID for the transaction was XXXX and that the money was deposited into account XXXX at BOA. We contacted BOA who stated that nothing had posted to that account in the amount of {$1000.00} on XX/XX/XXXX. We were told the trace ID was # XXXX but that the trace was not attached to my account. We contacted the billing disputes department for mobile and email disputes at BOA and given a reference number of XXXX an informed that nothing had posted to my account. I am out {$1000.00} and have been told by BB & T that the money is an XXXX, that it is held up due to suspected fraud and that it is at XXXX. The money is missing and no one can tell me where it is. Please assist.

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