Consumer complaint received 2016-06-04
Company: BB&T CORPORATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I had opened a checking and savings account with BB & T in XXXX, TX as part of a student promotion. I had submitted my personal information to the banker together with the forms required to open the account. The forms that I submitted include Account Enrollment Form, BB & T signature card form, Overdraft Decision Form. The account enrollment form was signed and given to the banker by me when she came to the university to open the account. However, the BB & T signature card form and overdraft decision form was mailed to me by the banker and I filled it, signed and sent it back by US mail around XXXX XXXX 2015. While opening the account, the banker did not provide me with any other details regarding my account. However, around XXXX XXXX 2015, there was some fraudulent activity that occur ed in my account which I came to know through overdraft notices received in the mail. I immediately notified the bank about this and they closed my account around XXXX XXXX 2015. I filed disputes with the bank regarding the fraudulent activity in my account. I filed complaints with the XXXX police department and USPS mail theft division. I submitted all these reports to BB & T to aid them in the dispute investigation process. The outcomes of the dispute I had filed with the bank was not in my favor. They rejected my dispute claim saying that the account opening process was all done according to their procedures. I was not satisfied with the response given to me and I went personally to the bank to request all the forms that I had submitted to them during the account opening process. The banker gave me a copy of the BB & T signature card form and to my shock, I noticed that the form I had submitted to the bank was different from the one they had in their system. The bank claims that my account was opened on XXXX XXXX, 2015 and they gave me a copy of the BB & T signature card form with my signature and date as XXXX XXXX, 2015. However, I did not sign and mail these forms to the bank till XXXX XXXX 2015. I came to know that the actual form I sent to the bank was not in their system and they had a different form in their system with a different date. All the dispute investigations have been based on the forms that they have in their system and not the ones I submitted. I had requested the bank to give me all the forms associated with my account as I feel that all my personal information has been misused. The forms that I had requested the bank include : 1. Account enrollment form, 2. BB & T signature card form, 3. Overdraft review decision form. The banker told me last week that she has put in a request to obtain the other forms and it will take around 2-3 business days to get these. However, this week I received a call from another banker saying that they can not give me the forms and asked me to contact their legal department to obtain them. The banker told me that she does not have access to the forms. I questioned this statement, asking how another banker whom I was talking to last week was able to put in a request to obtain the forms and now she is telling me that they do not have access to it. This banker does not have a answer to my questions. I was persistent to obtain a copy of the forms for my record and this banker refused to even talk to me. She kept saying she has nothing to talk to us and we have to leave the place. My questions to her were : 1. Why does the branch not have a copy of the forms I submitted to them to open the account? They should have a file for me in the branch and that file should contain the forms.If so, why are they not willing to give it to me? When they can give me a copy of one of the forms, why not the rest? 
2. How come one banker I was dealing with last week was able to put in a request to get the forms and suddenly this week, their procedure changed and they can not provide me the forms and I have to contact the legal department to get it?

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