Consumer complaint received 2015-08-12
Company: BB&T CORPORATION
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
This is to provide a detailed account of the way in which Branch Banking and Trust BBT mislead me when I requested support regarding my checking account ending in XXXX. On XXXX XXXX I called BBT Phone XXXX Support to make an inquiry about a check for XXXX that I did not authorize, that subsequently cleared my account. Once fraudulent activity was confirmed, I went to the BBT XXXX XXXX, XXXX, VA XXXX and was assisted by XXXX XXXX XXXX. I informed XXXX XXXX that my checking account incurred fraudulent activity as reported earlier to BBT Phone XXXX. 
XXXX XXXX blocked the account and asked me for the number of the last check written for the checking account ending in XXXX. I informed her it was check XXXX written on XXXX XXXX to XXXX XXXX XXXX for XXXX. I specifically remember as I requested that the check number for my new checking account begin in numerical sequence starting with check XXXX. Therefore, check XXXX and every check that preceded XXXX should have been paid from the checking account ending in XXXX, as they were written before the block was placed on the account on XXXX XXXX. XXXX XXXX and I discussed debits and checks that needed to clear account XXXX and she indicated that though the account was blocked, the items that needed to be paid from that account could come through and would be paid. She then opened a new checking account for me ending in XXXX with a beginning balance of XXXX. Checks and debit amounts were deducted from the previous balance for account XXXX to cover items that needed to clear. The remaining balance XXXX, then became the beginning balance for the new checking account ending in XXXX. 
I provided XXXX XXXX with all of the information requested. She provided XXXX check via the bank starter kit and indicated it would be approximately 7 to 10 business days for new checks to arrive. Shortly afterwards, I mistakenly wrote XXXX checks XXXX, XXXX XXXX XXXX, XXXX and XXXX, to XXXX XXXX for XXXX. I called BBT Phone XXXX for support and they directed me to the branch. I went to the BBT Branch, XXXX, VA XXXX on XXXX XXXX. I explained to XXXX XXXX XXXX that there had been fraudulent activity on my previous account and that I had written XXXX checks by accident on that account after it had been blocked. XXXX XXXX indicated she would make a notation for Central Processing to force pay the checks from the new account. She said she could not make any promises, but that Central Processing should look at the notes prior to processing the checks. I asked XXXX XXXX if the checks had already been returned and she indicated that she was not able to review that information. XXXX XXXX then submitted documentation to close the checking account ending in XXXX. The following week the payees for those checks indicated that the checks had been returned. I was informed by Phone XXXX that funds could have been deposited to the account ending in XXXX to cover checks, XXXX and XXXX, as the account was blocked but not closed. I did not ask XXXX XXXX to close account XXXX, as items still needed to clear. However, I followed the guidance provided by both XXXX XXXX and XXXX XXXX, under the assumption it was accurate. As a customer I can only follow the guidelines provided as I would be unaware of BBTs Internal Banking Processes. 
I was also informed by the payee that Check XXXX, XXXX XXXX for XXXX to XXXX XXXX was returned. This check was written before the account was blocked and should have been paid by BBT. I spoke with XXXX XXXX and she stated that checks XXXX and XXXX were presented for payment after she closed the account and that XXXX XXXX had no record of check XXXX. 
Additional information attached.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation