Consumer complaint received 2018-01-10
Company: BB&T CORPORATION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I contacted BB & T credit card dispute agent. A debit appeared on my Credit card ( XXXX ) for {$15.00}. The vendor ID showed XXXX XXXX XXXX . the reference # : XXXX and transaction date of XX/XX/XXXX. 

The dispute agent to whom I spoke said that a letter would go out to the merchant I received a letter of acknowledgement from the Charge Back Services Department of BB & T on XX/XX/XXXX. The letter stated that an investigation would be conducted. The claim number for the dispute is XXXX. 

On XX/XX/XXXX a second letter was received from the chargeback services department of BB & T. The letter stated that a provisional credit had been issued.The letter advised that if future charges were made by this merchant ; I should contact the Department within 60 days. 
On XXXX XXXX another debit was made to my C.C. account. I called the XXXX XXXX Department and advised the agent that a 2nd charge from the vendor XXXX had been made.The agent said I would have to close my credit card account and open a new credit card account in order for the vendor to be blocked. I replied that closing and reopening a new credit card account was not acceptable. I asked for the telephone number of the vendor so I could contact them to dispute the debit transaction. The agent said that they did not have a telephone number for the vendor ( XXXX ) .I expressed surprise and alarm that a telephone number could not be found. The agent then advised that they could not help me. I demanded to speak to his supervisor. I was put on hold for 9 minutes. The agent returned to line to say there were no supervisors available. I advised that having no supervisor available was not acceptable. The agent advised me that he would try again to find a supervisor. I was put on hold again. 
The supervisor came on line and identified herself as XXXX. I asked her if the vendor had been contacted. She answered that the vendor had not been contacted. She explained further that the XXXX XXXX Department agents were not allowed to contact the vendors.I questioned why there was the change in XXXX policy to NOT require the vendors to provide a contact telephone number. XXXX told me that " Audible '' was a 'Subscription ' vendor and they were not required by XXXX to provide a contact telephone number.. 
I was shocked and alarmed to hear this change of policy and stated that this change made the bank punish the victims of fraud by requiring them to close their credit card account and reopen a new account while the offenders of " slamming '' ( charging customer accounts a recurring charge without their consent ), were protected. 
XXXX agreed that that was the current relationship between BB & T and XXXX. 
I requested a contact name or number for Corporate Headquarters of BB & T. XXXX provided me with an agent who secured the address of corporate headquarters for BB & T. 
So my complaint is lodged against XXXX for the changes they made in contact policy with 'Subscription '' vendors. This new policy is clearly anti-consumer.

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