Consumer complaint received 2017-07-15
Company: BB&T CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XXXX XXXX XXXX at XXXX XXXX I went to XXXX via XXXX XXXX XXXX. I ate lunch at XXXX 's for {$38.00}. My debit card was declined. I tried to buy a {$3.00} drink at another airport bar to see if it would be declined as well, I was about to board the plane to XXXX in a panic state. ( I only took one card because the trip was all inclusive and paid for in advance. ) I called my BB & T bank in XXXX, NC to ask why the card was declined since I know I had ample funds in the savings and checking. I even have a credit card with them with funds there. I was told to call the Fraud dept. I did and my call was dropped 3 times. When I DID REACH THE DEPT I had to answer 3 questions to verify my identity. The question was type in the middle XXXX digits of my social. Since there are XXXX numbers I was not sure because it did not work the first couple of times I tried it. I typed in both options and it would not let me in to talk to a person. I am single and the banks fraud dept put me in a dangerous compromising position! I did not think I needed my phone service so I did not get a phone plan for my trip.This might be why I did not get the banks call, to see if it was me using the card. I could understand better if I had left the country or if I was using their credit card. This was my money they put a hold on. We are put in a position where we have to protect ourselves from our banking institutions. ( This happend years ago with another bank and a work related trip in XXXX. During check out my card was declined.Lucky for me I had another credit card with me on that business trip. My bank said I needed to notify them when I go out of town. That is why I change to this new bank. ) How am I going to check in to my hotel with no card? What if I have an emergency or need funds beyond the all inclusive deal? ( Once before they called me at XXXX and woke me out of sleep to ask was I in possession of my card someone was using it. I had it in my purse. ) Why did n't the bank call me immediately? They did but I did n't receive the call. It did not show up on my phone right away. It was two days later that I was notified my account was unfrozen. I got home and saw the message after the trip. I went into the bank once I got home. I asked where it says : you need to notify the bank when you leave town. They said there is no policy like that, they simply suggest that you do so they can note it on your account. The manager said it is not a guarantee that you wo n't be declined. I was shocked! I told them they need a policy written on a large banner in the bank so we know this. They should put the info on the phone app and on the online account or website so we know this vital info. They keep the fraud dept phone number private and you only get it if you are declined or request it. My bank agreement says they can decline my card anytime if they think it 's fraud. So we are all being put in this dilemma. It could happen to you if it has n't already. I am requesting a policy and procedure change. They need to advertise : to let the bank know if you leave town. They need to say it 's not guaranteed that you wo n't be declined. They need to advise us to take an alternate credit card from another banking institution, at all times. ( But who wants their privacy or personal business known by their bank? It 's so invasive. I feel like they are my parents but I 'm paying their salary. ) I was informed there was no way to change the banks policy or procedures. That ca n't be true.All policy changes daily in all businesses. Please help me save others from their banks by changing the policy to make them advertise that your card is subjected to be declined if too many red flags show up during your transaction. Evidently the airport and the restaurant were red flags to the fraud dept. I travel all the time outside and inside the country, and it 's happened 2 times. Both were in the USA. Thank you for your assistance with my issue.

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