Complaint sub-issue: Account information incorrect

On XX/XX/XXXX, my husband and I paid in full a BB & T Continuing Line Of Credit ending in the numerals ... XXXX in the amount of {$980.00} ( Confirmation Number XXXX ). This transaction was made online, as we have moved to South Dakota since opening this account in Alabama and there is no local branch in SD. We asked that the account be closed after payoff. 

On XX/XX/XXXX, the line of credit appeared on our online banking BB & T website as : Credit Limit {$1000.00}, with a XXXX balance and XXXX payment due. 

Over the weekend of XX/XX/XXXX, we received a notice from our XXXX XXXX XXXX that " there was a change in our banking account status on XX/XX/XXXX. '' Our account had been reported to the credit agency as " closed by consumer '' with a {$980.00} balance. 

It was also named as a negative factor in our credit score. 

We called BB & T several times to inquire why erroneous information was submitted to the credit agency. In addition, we followed up with a letter to the BB & T in-house Message Center. We also told them our Credit Score had been negatively impacted. 

I spoke with the Credit Monitoring Agency, and was told it was a simple fix ... .that BB & T just needed to call and update with the correct information. 

The response of BB & T, after talking with them over a total of 3 hours, including wait time, was that it would be investigated, that an investigation with the Credit Reporting Agency would be launched, and the that most likely I would need to submit the information from the Credit Agency that this had indeed occurred, and was made to repeat the information about the confirmation number and related facts at least 5 or 6 times over the course of 2 or 3 calls. Each rep I spoke with had all the correct information : Account Paid off, Confirmation Number, Request for account to be closed, etc.

We received a US Mail letter from BBT on XX/XX/XXXX showing that the account had been paid, but not closed, though I was told by BB & T reps that they had the information that a request to close the account was in their record. 

Since our Credit Rating was impacted by the error caused by BB & T, and since BB & T has verified they have all the information they need to correct their error in a timely manner, we feel that this should be done without delay. 

BB & T has also cancelled our debit cards without notification because of " Suspected Fraudulent Activity '' several times. We receive letters 2 to 3 weeks after the cards were cancelled that this had been done, with no explanation as to the origin of the supposed breach, When we have pressed for an explanation of where the breach occurred and other pertinent information so that we could avoid using the card in those locations, the answers were vague.

It is our hope that we have not been singled out by BB & T for uncooperative customer service..Given their responses when we are forced to make inquiries, we feel that this may be the case. At one point, when we lived in Florida, we were made to wait 4 or 5 months to receive a reorder of checks, even though we regularly went into the bank and made inquiries as to the order. Answers such as, " We forgot to submit the order, the order was lost, we had to resubmit the order '' etc. etc. 

We have banked with BB & T for 20 years, successfully gotten car loans with a perfect record of payoff, etc and never encountered a problem. It has been within the last 3 years that the problems have occurred. 

We need the corrected information reported immediately to the Credit Agencies regarding our paid in full account with a request that it be closed. Though we were initially told the loan payoff could not be reported until the end of XX/XX/XXXX, it was in fact wrongly reported by BB & T on XX/XX/XXXX or XX/XX/XXXX according to the credit agency. If it was wrongly reported so soon after the payoff, it stands to reason that it could be correctly reported without delay. 

We appreciate your help, XXXX and XXXX XXXX