Consumer complaint received 2018-04-03
Company: BB&T CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I have tried to both TELEPHONE and sent WTO EMAILS to BB & T " Mt Banker '' concerning the problem on my checking account. 
1. I have scheduled to have my monthly Mortgage payment " sent '' to XXXX XXXX on 2nd day of each month - e.g. XX/XX/XXXX. There is no ePayment available from BB & T to XXXX XXXX and I complained about that to my previous banker who opened my account XX/XX/XXXX. Since the mortgage is due on the 5th day, I used the 2nd day to ensure no late mortgage payments. 
2. I initiated an online transfer of funds from XXXX XXXX to BB & T about XX/XX/XXXX, and received a confirmation that the " Transfer of {$3000.00} was complete '' at XXXX on XX/XX/XXXX. 
3. On XX/XX/XXXX, I received a text message from BB & T that there were two Overdraft Fees of {$36.00} each assessed on my account on XX/XX/XXXX and XX/XX/XXXX. 
I logged into my account and could clearly see the Posted balance each day was {$3500.00} and {$3200.00} and no items had been presented for payment to incur any Overdrafts on XX/XX/XXXX and XX/XX/XXXX. 
I phoned XXXX XXXX, Senior My Banker at BB & T and asked them to please REFUND THESE TWO charges immediately. I have not heard from them, and sent another email showing both the Screen Shots from Saturday XX/XX/XXXX - showing Posted Balance with no overdrafts for items Posted to y account on XX/XX/XXXX nor XX/XX/XXXX. 
4. I requested in my email to XXXX to meet to discuss how to handle regular Mortgage payments to XXXX XXXX as it seems BB & T does not have any e-payment process in place for XXXX XXXX - a major international correspondent back. As of today, Tuesday, XX/XX/XXXX, I have left two voice messages and sent two emails. I also emailed the {$3000.00} Transfer Complete message with email time stamp to BB & T. XXXX. Finally, today I spent 38 minutes on the telephone with XXXX in XXXX ( XXXX ) to try and understand why and how it is legal for BB & T who yesterday and today charged an additional {$72.00} and {$100.00} on XX/XX/XXXX and XX/XX/XXXX for overdrafts that have NOT YET POSTED to my account, and she says they start " processing '' mortgage payments and it takes two or three days and " BBT takes the money out of my account '' to arrange an ePayment to XXXX XXXX. But I do not show ANY Posted Items and NO OVERDRAFTS to result in any overdrafts. Also, CapitalOne completed a transfer into my account on XX/XX/XXXX - that has not shown up until TODAY, XX/XX/XXXX as " Pending '' in BB & T. 
FINALLY< I asked that they refund the seven BOGUS OVERDRAFT fees assessed totallying {$250.00}. They have refused and said they are allowed to take money out of my account in the back office to " prepare '' for a scheduled payment several days before that payment should be mailed. I DON'T THINK THIS IS LEGAL - and the Posted balance I view online should be the true and correct and accurate statement of the funds in my account!!!

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