Consumer complaint received 2016-01-28
Company: BB&T CORPORATION
State: VA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
The problem began with the refinance. The loan officer was extremely disorganized and the application was incorrect. The loan was to be in my name only but the financials included all of my husband 's information. It also included all of our old financial data and none of the new information provided. When I brought this to her attention, I was advised not to pay any attention to this it was a clerical error and not a problem. This was the information that was going to be used for the HELOC we were applying for and to sign the documents. 

I had to manually mark through information and initial to feel better about the legality of the application. When we finished, I inquired about this account showing on the website with my husband 's information since that is how I do all of the banking. I was assured and reassured there would be no problem. I am employed in the industry. I work for a mortgage company in customer service and had serious doubts but decided to trust her. It did n't work. 

Now we will fast forward. I was in a car accident on XXXX XXXX, 2015. My Fiat is hit by a tractor trailer and totaled. My insurance company was ready to settle on XXXX XXXX, 2015 - or thereabouts. BBT never perfected the title to list themselves as the lien holder. They argued back and forth with insurance company, putting me in the middle, about whether or not it was needed. 

Finally, I put my foot down and stated it did not matter, the fact remained BBT did not do what was required of them when they took the loan on. It needed to be done and now. XXXX with BBT is now having the title perfected and offered to effective date the payoff to XXXX XXXX, 2015 when he first started this process. XXXX XXXX should be recognized for his superior management of this case and his excellent customer service. 

One month later and my loan is not paid off and I am making payments on XXXX car loans. To say I am furious is a mild understatement. To have to go through the stress of the XXXX accident I have experienced in XXXX years of driving and then go through the stress of this is too much. 

Today I received from BBT a letter advising me that my insurance coverage on my Fiat - that was totaled and should have been paid off in XXXX - was cancelled. Unless I provide proof of coverage, they will purchase coverage for me. Insult to injury. I have asked assistance from XXXX XXXX. 

Now I can go onto the HELOC we did not follow through on because on the HUD. I had advised the loan office that the HUD needed to be correct and requested that she review this prior to us coming in for the signing. Our income was double to over {$200000.00} and our debt was doubled as well, along with incorrect information in other areas. Obviously she did not do her job and I left. This is extremely poor customer service and a lack of professionalism. 

I have shared my horrible experience with all of my friends and they are equally shocked at BBT 's lack of professionalism and follow through. I do not wish to drag this impossible situation out any further.

Company response to consumer: Closed with explanation