Consumer complaint received 2018-12-19
Company: BB&T CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
BB & T HAS MALICIOUSLY USED ILLEGAL MEANS TO ENSURE OUTRAGEOUS FEE 'S ARE JUSTIFIED, AND USED MULTIPLE DEPARTMENTS TO COVER UP ERROR PROCESSING CLAIM TO BE WITHIN REGULATIONS FROM BOTH THE GOVERNMENT AND THEIR AGREEMENT WITH VISA. 

ON XX/XX/XXXX I FILED A CLAIM REGARDING TRANSACTIONS THAT WENT THROUGH ON BOTH MY CREDIT CARD WITH ALTERNATE ISSUER AND MY DEBIT CARD IN WHICH THE MERCHANT SAID WAS DECLINING ( MIND YOU BB & T GOT CORRESPONDENCE AND REMOVED THE AUTHORIZATIONS FOR THESE CHARGES THE PRIOR WEEK, TO ONLY LET POST THE FOLLOWING WEEK ). 

I HAVE PHONE RECORDS OF OVER 113 CALLS TOTALING 65 HOURS TRYING TO RESOLVE.

1 ) I REPORTED THE ISSUE THE DAY IT HAPPENED AND HAD  MERCHANT CONNECT WITH BB & T WHO AGREED TO REMOVE TEMP AUTH 'S FOR ALL THESE CHARGES. ON XX/XX/XXXX, THE POSTED TRANSACTIONS WERE BROUGHT TO THE BANKS ATTENTION. 

A representative told me I would have to send in my credit card statement to reflect these charges, which I did via e-mail in response to the request within 3 hours on XX/XX/XXXX. I was informed that they would process temp credits and remove fee 's once received. 

According to VISA Guidelines and compliance manual They would have had to notify me if there was anything wrong with what I sent in a track able format. Nothing recieved waited a week as fee 's incurred. ( Subsequently, they disabled my online banking so I could not keep tabs on anything claiming there were transfers made via XXXX they needed to investigate for fraud ). 

I immediately called XXXX which I use with 5 banks, their corporate office told me transfers are instant and confirmed and nothing has been reported to them ( only transfers received were my fiance and mom. ) Told that I could not call in anymore and I needed to go to branch for resolution. 

Went into 3 branches, one of which the lady screamed and told me she cant help me and I should help myself. They called the webteam mind you that has a average hold of 50 minutes to only tell me my account is being reviewed for fraud zelle transfers. ( TOLD THEM LETS CALL XXXX OR MY MOM OR FIANCE AND THEIR BANK THERE IS NOTHING TO REVIEW ) This was malicious in attempt to block me from getting access to the XXXX in fees that kept accruing and having to placate or belittle me on the phone. 

Their review was supposed to last 14 days, now 50 days into it still locked out of online banking. 

I called back demanded management and spent another 3 hours on the phone with a guy who finally got XXXX XXXX on the line. She informed him that my disputes were cancled over a month ago, and they didnt recieve the statement I sent the same day requested. She said please forward. I did. ( see below ) Begin forwarded message : From : XXXX XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX  EST To : " XXXX, XXXX '' XXXX Subject : Re : XXXX # secure # XXXX XXXX thanks so much and I just got it out to them. Totally appreciate all your help with this mess!! 



Have a great day! 



On Tue, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX wrote : Good Afternoon, Please forward your documentation to the email below. 

Retail Payments - XXXX XXXX XXXX Thanks, XXXX XXXX XXXX HERE ONE MONTH LATER HOLDING MY MONEY AND INCRUING FEE 'S AND BLOCKING ACCESS TO ONLINE BANKING FOR NOTHING THEY DIDN'T EVEN APOLOGIZE FOR OVERLOOKING THE E-MAIL. 

SHE SAID SHE WILL PROCESS ALL THE FEE 'S AND TEMP CREDIT AND IT WOULD BE IN THERE THE FOLLOWING DAY AND FINALLY APOLOGIZED. ALSO MENTIONED MY DEBIT CARD WOULD WORK AND EVERYTHING WOULD BE BACK TO NORMAL. 

I WAS RELIEVED, FINALLY AFTER MONTH AND HALF SOMEONE WAS DOING THEIR JOB. 

WELL, SHE WENT ON VACATION THE FOLLOWING DAY, AND MY ACCOUNTS NOT ONLY HAD NO ONLINE BANKING, BUT WERE BLOCKED BY THE ONLINE DEPARTMENT ( LRM ) THE SECOND THEY GOT REFUNDED AGAIN FOR XXXX TRANSFERS THAT ARE GUARANTEED, AND NO ISSUES. 

TWO MORE BANK VISITS, MULTIPLE PHONE CALLS, AND RUN AROUNDS ALL LEAD TO MALICIOUS ACTIONS DUE TO THE INCOMPETANCE OF EMPLOYEES NOT DOING JOB AND TRYING TO COVER IT UP. 

I AM ALSO SUBMITTING A CLAIM TO VISA BECAUSE AFTER READING RULES PERTAINING TO THE AGREEMENT THEY HAVE TO FURNISH AND USE THEIR CARDS THEY ARE IN MULTIPLE VIOLATIONS. 

1 ) I HAVE ASKED MULTIPLE TIMES FOR COPY OF THE EVIDENCE USED TO SUPPORT THE DENIAL OF THE CLAIM 2ND TIME. ( VISA DISPUTE GUIDELINES STATE I SHOULD HAVE BEEN CREDITED WITHIN 10 DAYS OF INITIATION, AND IF ANY DENIALS WERE GIVEN I SHOULD HAVE BEEN FURNISHED A REASON AND A CHANCE TO RE-BUTTLE THEM. 

THE BANK DID NOT PROCESS THE CLAIMS BUT SIMPLY IGNORED AND DENIED THEM AFTER INITIATING. SEE REFERENCE TO GUIDELINE FOR CLAIMS. 
** ( ( How Issuers Must Address Compelling Evidence With the compelling evidence rights for merchants comes the need to ensure issuers provide this information to their cardholders. If compelling evidence is provided by the acquirer, issuers must certify that they have contacted the cardholder to review the compelling evidence and provide an explanation of why the cardholder continues to dispute the transaction. Exception for transactions not involving XXXX : For dispute condition 10.4, the issuer may certify that the cardholder name and address provided by the merchant do not match the issuers records. In this case, the merchant should accept the transaction or risk losing in Arbitration. Issuers will be required to provide certification through Visa Resolve Online. ) )  WHAT DISPUTE CODE, WAS USED WHEN I CALLED WHY NO CREDITS AND PROTOCOL GIVEN AS IT SHOULD. 

How Issuers Must Address Compelling Evidence With the compelling evidence rights for merchants comes the need to ensure issuers provide this information to their cardholders. If compelling evidence is provided by the acquirer, issuers must certify that they have contacted the cardholder to review the compelling evidence and provide an explanation of why the cardholder continues to dispute the transaction. Exception for transactions not involving XXXX : For dispute condition 10.4, the issuer may certify that the cardholder name and address provided by the merchant do not match the issuers records. In this case, the merchant should accept the transaction or risk losing in Arbitration. Issuers will be required to provide certification through Visa Resolve Online.

Condition 12.5 Incorrect Amount Your card processor has notified you that a cardholder is disputing a transaction that you processed. 
The dispute falls under Condition 12.5, Incorrect Amount. 
Why did I get this notification? 
The cardholder submitted a claim to their bank that says one of the following things happened : The transaction amount is incorrect. 
An addition or transposition error was made when calculating the transaction amount. 
You altered the transaction amount after the transaction was completed without the consent of the cardholder. 
What caused the dispute? 
You made a data entry error ( i.e., keyed in the wrong amount, handwritten amount differs from printed amount ). 
How should I respond? 
Transaction amount is correct. 
Provide supporting documentation ( i.e., copy of transaction receipt ). 
The transaction amount was incorrect. 
Accept the dispute. 
You have already processed a credit or reversal for the transaction. 
Provide documentation of the credit or reversal ; include the amount and the date it was processed. 
The cardholder no longer disputes the transaction. 
Provide a letter or email from the cardholder that states they no longer dispute the transaction. 
How to avoid this dispute in the future Train your sales staff on the proper procedures for processing transactions, including the recommendation that all transactions be swiped, or chip read. 
Section 4 : Dispute Conditions 38 Dispute Management Guidelines for Visa Merchants XX/XX/2018 XXXXisa. All Rights Reserved. 
Condition 12.6 Duplicate Processing Your card processor has notified you that a cardholder is disputing a transaction that you processed. 
The dispute falls under Condition 12.6.1, Duplicate Processing. 
Why did I get this notification? 
The cardholder claims that a single transaction was processed more than once. 
What caused the dispute? 
There are four common causes for this type of dispute : You entered the same transaction into your terminal more than once. 
You electronically sent the same transaction capture batch to your card processor more than once. 
You deposited both the merchant copy and the acquirer copy of the transaction receipt. 
Two transaction receipts were created for the same purchase.

How should I respond?

Transactions receipts are not duplicates.

Provide information and documentation to show the two transactions are separate and are not for the same item or service. 
Transaction was duplicated. 
Accept the dispute. 
You have already processed a credit or reversal for the transaction. 
Provide documentation of the credit or reversal ; include the amount and the date it was processed. 
The cardholder no longer disputes the transaction. 
Provide a letter or email from the cardholder that shows they no longer dispute the transaction. 
How to avoid this dispute in the future Avoid entering a transaction more than once. If you do enter a transaction twice, credit the duplicate. 
Train your sales staff on the proper procedures for processing transactions, including how to credit duplicate transactions. 
Review transaction receipts before you deposit them. 
Section 4 : Dispute Conditions Dispute Management Guidelines for Visa Merchants 39 XX/XX/2018 Visa. All Rights Reserved.

Condition 12.6 Paid by Other Means Your card processor has notified you that a cardholder is disputing a transaction that you processed. 
The dispute falls under Condition 12.6.2, Paid by Other Means. 
Why did I get this notification? 
The cardholder claims that they paid for the merchandise or service by other means ( i.e. cash, check, other card, etc. ). 
What caused the dispute? 
The cardholder initially gave you a Visa card as  payment, but then decided to use cash, check, or another card after you completed the transaction. 
How should I respond? 
Visa card was the only form of payment used. 
Provide the sales records or other documentation that shows no other form of payment was used. 
The cardholder did use another form of payment. 
Accept the dispute. 
You have already processed a credit or reversal for the transaction. 
Provide documentation of the credit or reversal ; include the amount and the date it was processed. 
The cardholder no longer disputes the transaction. 
Provide a letter or email from the cardholder that states they no longer dispute the transaction. 
How to avoid this dispute in the future If a customer asks to use another form of payment after you have processed the Visa card transaction, credit the Visa card transaction.

Train your sales staff on the proper procedures for handling credits.

Section 4 : Dispute Conditions 40 Dispute Management Guidelines for Visa Merchants XX/XX/2018 Visa. All Rights Reserved.

Condition 12.7 Invalid Data Your card processor has notified you that a cardholder is disputing a transaction that you processed. 
The dispute falls under Condition 12.7, Invalid Data.

Why did I get this notification?

An authorization was obtained using invalid or incorrect data.

What caused the dispute?

The common causes for this type of dispute : An authorization request contained an incorrect transaction date, XXXX, merchant or transaction type indicator, Country or State Code, Special Condition Indicator, or other required field. 
How should I respond? 
The authorization did not contain invalid data. 
Provide the sales records or other documentation to support that the transaction was authorized with valid data. 
The authorization was obtained using invalid date. 
Accept the dispute. 
You have already processed a credit or reversal for the transaction. 
Provide documentation of the credit or reversal ; include the amount and the date it was processed. 
The cardholder no longer disputes the transaction. 
Provide a letter or email from the cardholder that states they no longer dispute the transaction. 
How to avoid this dispute in the future Ensure that you process all transactions with the proper data.

Section 4 : Dispute Conditions Dispute Management Guidelines for Visa Merchants 41 XX/XX/2018 Visa. All Rights Reserved.

Condition 13.1 Merchandise/Services Not Received Your card processor has notified you that a cardholder is disputing a transaction that you processed. 
The dispute falls under Condition 13.1, Merchandise/Services Not Received.

Why did I get this notification?

The cardholder claims that merchandise or services that they ordered were not received or that the cardholder cancelled the order as the result of not receiving the merchandise or services by the expected delivery date ( or merchandise was unavailable for pick-up ). 
What caused the dispute? 
There are several common causes for this type of dispute : You did not provide the services. 
You did not send the merchandise by the agreed-upon delivery date, time or to the agreed upon location. 
You billed for the transaction before shipping the merchandise. 
You did not make merchandise available for pick-up. 
How should I respond? 
You delivered the merchandise or made it available for pickup by the agreed-upon date or agreed upon location. 
Provide documentation to prove that the cardholder or authorized person received the merchandise or services as agreed. 
Specified delivery date has not yet passed. 
Provide documentation to support the expected delivery date. 
Cardholder cancelled prior to expected date. 
Provide documentation to support you were able to provide merchandise or service and that the cardholder cancelled prior to the delivery date. 
Transaction represents a partial payment with balance due. 
Provide documentation to support additional payments due. 
You did not deliver the merchandise or provide the service as agreed. 
Notify your card processor that you accept the dispute. 
You have already processed a credit or reversal for the transaction. 
Provide documentation of the credit or reversal ; include the amount and the date it was processed. 
For further details, refer to the Compelling Evidence Chart in the Dispute Management Guidelines for Visa Merchants. 
Section 4 : Dispute Conditions 42 Dispute Management Guidelines for Visa Merchants XX/XX/2018 Visa. All Rights Reserved.

The cardholder no longer disputes the transaction.

Provide a letter or email from the cardholder that states they no longer dispute the transaction. 
How to avoid this dispute in the future If merchandise is going to be delayed, notify the customer in writing of the delay and expected delivery date. Allow the customer to cancel if they choose. 
If you are shipping merchandise without requesting proof of delivery, consider the costs and benefits of doing so compared to the value of the merchandise you ship. Proof of delivery or pick-up, such as certified mail or a carriers certification that the merchandise was delivered to the correct address or picked up and signed for by the cardholder, will allow you to return the dispute if the customer claims the merchandise was not received. 


XXXX**BB & T VIOLATED ALL VISA PROTOCOLS AND SIMPLY HAD MULTIPLE DEPARTMENTS BLOCK STUFF TO JUSTIFY IT AND KEEP GIVING ME FEE'S******************** STILL NO STATEMENTS, PROOF OF DISPUTE, DISPUTE CODE FOR DISPUTE INITIATED ON XX/XX/XXXX, NO CERTIFIED LETTERS, NO RECIEPTS SHOWING MY SIGNATURE, OR ANYTHING. IN ADDITION MY CARD IS NOT SIGNED, SO NOT VALID BUT SMALL TECHNICALITY. 

SOMEONE IN THE WEB DEPT SLIPPED AND SAID WE HAVE BLOCK BUT ITS NOT US IT IS THE CLAIM 'S DEPARTMENT AND WE CANT RELEASE IT. THIS IS TERRIBLE, I NEED HELP. HOURS HOURS HOURS TRYING TO TURN THIS INTO MY ISSUE, AND STICK ME WITH FEES.

3 ACCOUNTS FEE 'S OF 798, 1224, AND 612.

I WILL REPORT TO VISA AS THEY WILL BE WARNED AND FINED AND WANT ALL FEE 'S CREDITED AND REFUNDED FOR THESE TRANSACTIONS THAT WERE NOT HANDLED CORRECTLY AND COVERED UP.

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