Consumer complaint received 2016-11-02
Company: BB&T CORPORATION
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I am not getting proper credit for my mortgage payments, and BB & T Bank refuses to correct this matter. Through my credit union 's Bill Pay service, my monthly mortgage payments in the amount of {$810.00} were set up as recurring payments and were sent electronically to BB & T Bank each month. My XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX payments were sent from my credit union on the XXXX day of each of these months. However, my payments were posted incorrectly by BB & T, and I did not get credit for my mortgage payments. I was charged late fees, reported to the credit reporting agencies regarding my mortgage loan account, and BB & T has caused my FICO score to dropped over XXXX points because of their reporting false information. 

On XXXX XXXX, I received a letter from BB & T stating my mortgage loan payment was pass due and late fees of {$26.00} had been assessed to my account. I contacted my credit union to verify that my payment had been sent, and I contacted BB & T branch office in XXXX, NC. I spoke with XXXX XXXX on one occasion. I started getting numerous calls and letters from BB & T saying, they had not received my payments. Each time I would explain, that my payments were being sent to them from my credit union ; the payments were being deducted from my account, I verified this information. BB & T continued to denied that they had received my payments. I received letters from BB & T again, on XXXX XXXX, and XXXX XXXX. On XXXX XXXX, I called and spoke with XXXX in the mortgage department ( XXXX ). She stated that she saw were my payments were being received, and that she would speak with her supervisor, XXXX XXXX concerning this matter. On XXXX XXXX, I received another letter, stating that they had reviewed my dispute and found my account had been incorrectly reported to the credit agencies. However, BB & T did not state that they would make the necessary corrections to my account ; nor did they go back and make the corrections. On XXXX XXXX, XXXX l, XXXX XXXX, XXXX, and XXXX, again, BB & T sent out letters to me ; all stating that : my mortgage was pass due, late fees had been assessed to my account, and I could face default consequences including foreclosure of my home if my payments were not received by a certain date. During this same period of time, BB & T was calling my home repetitively, well over 30 times ; including week days and on weekends. They even called me on a recorded line. I finally told them to stop calling me ; they continued the calls, and when I reminded then, that I had asked, that they not call my home ; they hung up the telephone on me. 

I 've tried resolving this matter many, many times with BB & T, by phone and in person. Although, my payments of {$810.00} continue to be sent, I am not getting credited for them. BB & T has me owing to date, {$63.00} in late fees and charges, and {$1700.00} in total payments past due ; which I denied owing. My account should be current, with my last payment of {$810.00} made XXXX XXXX 2016. 

Although, I have never missed a mortgage payment, BB & T continues to this day to send out threatening letters ; they have made over 30 harassing phone calls to my home, charged my mortgage account with late fees, reported me to the credit reporting agencies, and caused my FICO score to drop from a XXXX to XXXX in one months time. Any assistance you can give me will be very much appreciate. Thank you, XXXX XXXX

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