Consumer complaint received 2019-12-27
Company: BB&T CORPORATION
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I do not believe this being sent to the company will help, Ive tried to deal with the company and they refuse to help me. They have taken thousands this year and last year alone in NSF fees. I have proof and have been keeping track of how they re-order the debits and deposits in my account. I have seen them do it, and they still repeatedly do it. 
I spoke with a customer service representative around XXXX and informed them I knew the order changed of my debits/deposits have changed. After I spoke with them the order changed back to the correct order that it was previously. Since then Ive seen it happen againI transferred money from one personal checking account to another. Then the bank changed the order to look like already, previously posted debits came in after my deposit which was not accurate, the debits had occurred before my deposit. Basically, debits posted I transferred money and then more debits because I was closely watching to make sure my account did not go negative. Instead the bank changed the order to justify taking two NSF fees when they should have only taken one because my account did become negative, but I kept up with it well enough to know that only one charge shouldve caused it to go negative with one NSF fee. When I called Customer service they gave no real explanation and only told me they could not return the other incorrect NSF fee. 
I have also discovered debits that usually take longer are being pushed through faster, I know that to be the bank because they know they will be able to charge me NSF fees as I go negative. Everyone knows that banks do this, it is not a secret. They should not be able to prey upon people like me that are not able to keep enough in our bank accounts at all times. 
They only return NSF fees once every two years, I do not believe this to be legal. 
I do not want to be contacted by this bank UNLESS they are going to return some of my thousands in NSF fees because what they have done to me is just causing me to struggle more and more. They are causing me to have less money in my account so its easier for me to go negative again and again. Since this bank took over the previous company I banked with, my checking account has gone into the negative more often than it ever had before. 
Banks should be there to help us, not to cause us strife. 
I also have read on Indeed that current and previous employees have complained about the bank itself. They have also said that they know this bank no longer cares about customer service or their clients. 
I also had a debit that was supposed to go through a credit card, it was declined and then push through my checking account which it should not have been. The bank didnt stop it so I then asked for a fraud investigationits been over two weeks and the bank still hasnt finished this. They are of course being difficult because they dont want to have to return the NSF fee that I was also costed, the NSF fee was more than the actual charge amount which just adds insult to injury.

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