Consumer complaint received 2018-06-01
Company: BB&T CORPORATION
State: SC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
On XX/XX/XXXX my wife was seriously injured in a XXXX XXXX in XXXX SC. She suffered a XXXX and multiple other injuries and spent 42 days in a XXXX XXXX company and a total of 115 days in 3 different hospitals. She was released in my care on XX/XX/XXXX and I had to shut down my business in order to provide her with 24 hour a day at home care. In order to do this my plan was simple, using the equity in my home ( {$100000.00} ) along with my credit score of XXXX I could buy a substantial amount of time to take care of her without financially destroying ourselves. In XX/XX/XXXX I contacted BB & T which I have 2 auto loans with to arrange for a 2 month deferment on each. This took about 2 weeks of time to finally get done. By the time it finally was approved I was already 30 days late on my payments and by the time it was processed from one department to another took weeks. The deferment months were XX/XX/XXXX & XX/XX/XXXX. At this time I now had my wife at home to take care of, and XXXX XXXX years old that just started high school and I had absolutely no other family members that could provide assistance. At the end of XX/XX/XXXXI went on line and checked my account to make sure I did not get behind, because if I did, I did not have the financial ability to catch back up. My end of month statement ( the right hand side ) is what I always referred to because it showed if you are late on payments, how many days, how much, etc. This statement showed that my current charges due were for the month of XX/XX/XXXX. So I paid {$420.00} on one account and {$700.00} on the other, since I had the money then, to take care of most of the upcoming bills. Around the XX/XX/XXXX I went on line to check what amount I owed for XX/XX/XXXX, to make sure i didnt end up 30 days late, In doing so I quickly noticed there was no documented payment of my {$1100.00}. Thats when I noticed the information on the right side of the statement did not match what was on the left side and the current amount due was in the thousands. I contacted BB & T repeatedly trying to find out where the {$1100.00} went with no answer ever given I ended up filing a complaint with the XXXX and in XX/XX/XXXX they finally admitted the statements were wrong and they were diligently working to fix the problem..Of course by now I had no clue of what I actually owed on what account and if you looked at the right side, as I always did for previous years, nothing on the left side matched anything on the right and every month was reported as missed payments. about 10 of them since XX/XX/XXXX. Their inability to account for my {$1100.00} and to produce a correct statement, did exactly what I was trying to prevent. By XX/XX/XXXX in an attempt to stop the total destruction of my credit, at their suggestion, I put in for a loan modification on both vehicles to lower the payments to something I could catch up with. After being led to believe they could and would do this to help out, it came back denied because they said my income was too low. That was the exact reason we were doing it and once again after being led down a dead end path of recovering from their XXXX up, I was that much more behind and had to put in for a second deferment for XX/XX/XXXX and XX/XX/XXXX and in accordance with the numbers provided by their reps sent in a payment at the beginning of XX/XX/XXXX that took care of everything owed prior to the deferred months of XX/XX/XXXX and XX/XX/XXXX. Now I could at least be back on track and stop the continued slamming of my credit. Wrong, the reps I had providing me with numbers were using the same incorrect amounts on the right side of the statements and money I was told that I overpaid to finish off XX/XX/XXXXdue amounts and would be credited to XX/XX/XXXX payment never happened and was all used up in what now I found out was more money owed prior to the XX/XX/XXXX and XX/XX/XXXX deferment. So once again I was right back in the same situation and their inability to correct statements had destroyed my credit. So here we have a multi billion dollar corporation that since XX/XX/XXXX does not have the ability to provide me with a correct statement and inso totally destroys my credit history. This was totally magnified by the fact that XXXX XXXX company took until XX/XX/XXXX to pay a total loss claim that started on XX/XX/XXXX that I could not get anyone to get the ball rolling because XXXX at the same time as BB & t was hitting me with missed payments as well for every month and when I contacted XXXX I got a complete run around and they blamed XXXX for the delay. I now have in my possession a letter from XXXX stating they had no part in the delay. By the time I went to do my refinance to get the money I needed to take care of my injured wife that suffers from XXXX XXXX and XXXX, my credit had bee so destroyed that it had fallen below 600 and I could do nothing. In total about 25 missed payments, that were on BB & Ts accounts, late do to all the confusion and the fact I did not have thousands of dollars to catch up with their mistakes and with XXXX which i did not have the money to make payments on a motorcycle that destroyed over 7 months ago. These two corporations totally destroyed my financial future. So now I sit averaging 88 days late on my house payment to XXXX XXXX and around 60 days late on vehicles, with now XXXX  who are Juniors that know credit wise I can no longer help with their college, and still have to provide around the clock care for my wife that hasnt even begun to get approved for social security XXXX because the IRS never gave her credit for 8 years that we filed joint tax returns. In this process, XXXX has violated every consumer right I had and XXXX released the title of the motorcycle to XXXX and they resold it which shows up being in another accident in XX/XX/XXXX and I never signed any paperwork and never approved of that motorcycle being a total loss.

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