Consumer complaint received 2017-04-10
Company: BB&T CORPORATION
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Problems when you are unable to pay

Complaint:
Since XX/XX/XXXX, it appears Regional acceptance has not been honest with me regarding my balance, the balances due, interest accrual and what my payments are applied while at the same time not providing me with statements. I have spoken with several reps and each provide conflicting information and confirmed they were not sure what the fees were. If reps for Regional Acceptance are not aware of what the fees were for how could the customer. A representative recently contacted me and indicated my account was 50 day past due and the amount of {$1600.00} due. This balance confused me since my payments are {$440.00} a month. I asked the representative what made up the {$1600.00} and the rep did not know. the rep indicated she would research and call me back. She did n't return my call but other reps continued to call and I would ask them what made up the {$1600.00} since my payments were {$440.00} a month and each would indicate they were fees but could not provide information on what the fees were and the amount of the " fees '' s. Saturday, XX/XX/XXXX, I spoke with a rep name XXXX who informed me that the {$1600.00} due was made up of {$120.00} remaining from XX/XX/XXXX, {$440.00} for the months of XXXX, XXXX and XX/XX/2017, {$21.00} in late fees and {$150.00} in check fees. this is a total of {$1600.00}. I asked was this all the fees. XXXX indicated yes and this is why {$1600.00} was due. I then asked about the {$450.00} payment received on XX/XX/XXXX, the {$900.00} payment received on XX/XX/XXXX and the {$400.00} payment on XX/XX/XXXX. XXXX confirmed receipt of the payments but indicated those payments were applied to the separate interest that runs at the same time as the interest on this account. XXXX confirmed the {$900.00} and the {$400.00} payments were not applied to the interest, the principal of the loan, the late fees nor the returned check fees but to some other interest that I was never informed of. I spoke with a rep today in client services named XXXX who again provided different information and indicated that my account had been delinquent when I accepted a defferment of 2 payments in XX/XX/XXXX and payed {$230.00}. In XX/XX/XXXX, my account was 2 months behind and a rep contacted me and informed me that a little over {$1000.00} was due. He said I could resolve by doing the differment and paying {$230.00}. He indicated my account would be current. However, XXXX informed me today that those actions did not bring my account current and that {$1000.00} was due in XXXX. I have spoken with a representative of regional each month and I was not informed of this delinquent balance or this other running balance of interest until XX/XX/XXXX when I spoke to XXXX. Also, the rep I spoke with in XX/XX/XXXX used the phrase 'this will bring your account current ''. this lead me to believe the account was update and there was not a balance due at that time. however, XXXX indicates today that was not correct. Also, when I spoke with a representative on XX/XX/XXXX and paid {$450.00}, the representative did not indicate I have a {$1900.00} balance. However, XXXX informed me today, that was the amount that was due at that time. Representatives have been misleading and/ or untruthful or was not well versed in the information they were providing. also, I have not been provided statements so I can monitor balance. Should n't the representative be honest with me about my account and the balances and the amounts due. I believe they have a fiduciary responsibility to do so and to provide me with visual statements for my account. Please assist in this matter as I have been mi-slead for an entire year about my account and balances. also, my payments are not being applied to the interest, principal, late fees, or returned check fees but rather something else. I also spoke to a supervisor in collections named XXXX whose only suggestions was that I can create an online account for statements.

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