Consumer complaint received 2015-11-13
Company: BB&T CORPORATION
State: KY
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
When I originally opened my checking account with Branch Banking & Trust ( BB & T ) it was my understanding that they would not charge me overdrafts fee 's not allow a transaction to process without having enough funds available. I opened this account in XX/XX/XXXX never any issues. In the past when I try to take cash out of the ATM and did n't have enough cash in that account it would deny me. However my first issue arose in XX/XX/XXXX. I was charged a {$36.00} over draft fee. When I called to investigate they told me I changed the ability to overdraft at an ATM. I thought this was a very preditory thing to give authority of at an ATM. What if my card was stolen they could have withdrawen whatever amounts they wish. I figured if I had I must have thought it was asking for a receipt for my transaction. I withdraw cash a lot at ATMs and never heard of this question popping up. On that first occurrence I told the BB & T representative that I wanted that changed back. She assured me it was taken care of. I had no issues until today XX/XX/XXXX I wondered why my balance was so low when I had just had my direct deposit hit. After logging in I discovered a {$210.00} overdraft fee posted on XX/XX/XXXX. I called BB & T and the representative proceeded to tell me my opening balance that day and all the pending transactions that was charged that day. My question, " Why did you allow it to go through? I would have used a differant account. '' the representative told me again about me opting in for overdrafts at an ATM in XXXX. I told the representative about the previous instance and she offered me {$72.00} back. I proceeded to speak with a supervisor and explained my disatisfaction of the excessive overdraft charge and their predatory ATM policies. She explained the representatives nor her could opt me out for this. I could call back select option XXXX and opt out myself or go to the website. This was never told to me on the first phone call. Reasons why I feel this company acted predatory and abusive : 1. I had almost four thousand dollars deposited overnight the overdraft fee posted the XXXX my direct deposit hit the XXXX. 2. When I have thousands of dollars in the account BB & T posts transactions in the pending status online in real time as I log in after order pizza to verify the pizza transactions go through. However in this instance all of a sudden they posted transactions to the posted transactions in realtime instead of going to pending status. When there is thousands in the account it takes 3-5 days to post after being placed in pending. 3. Abusive {$210.00} overdraft fee for transactions that should not have posted. 4. They never notified me of overdraft fee it showed up on my online account activity 4 days after the supposed overdraft fee posted. 5. They refused to fully satisfy my concerns with their business. 6. The power to opt in or out to overdrafting should not be a pop up window question with a push button yes or no. This is predatory due people in poverty may opt into this based on a pop up window not critical thought and cause them to pay excessive interest rates ( Fee's=interest especially when charged daily ) for short term overdrafts. ( overdraft=temp loan from bank ) 7. I woke up with a positive balance XX/XX/XXXX and a bigger positive balance on XX/XX/XXXX. I am closing this account and switching my direct deposit to my credit union as yet another inconvenience to me as they charge other fee 's however they do not try to hide that.

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