Consumer complaint received 2017-08-05
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: BB&T CORPORATION (FL)

XX/XX/XXXX    XXXX   XXXX   XXXX  , Chairman and Chief Executive Officer BB & T Corporation   XXXX   XXXX   XXXX   XXXX    XXXX , NC  XXXX  RE : BB & T Insurance Tracking Center Dear   XXXX   XXXX   : I have been attempting to resolve an issue with my BB & T HELOC for close to one year now. I am beyond frustrated and am ready to take my more than five years of banking business elsewhere. In my estimation, you have faulty automated processes for HELOC insurance verification, employees at that facility with a lack of knowledge and inferior tools on how to resolve matters, and communications between departments that are mediocre at best.
In the fall of  XX/XX/XXXX , I received notice that I did not have adequate insurance on my Florida condominium in accordance with BB & Ts policy. Readily, I supplied policy information ( both my units insurance and the condominium associations master policy ) to the BB & T Insurance Tracking Center and received an automated response that they would review. A few weeks later, I got a second and final notice informing me that I did not respond to the first response. Again, I resubmitted, had my insurance agent submit, and involved vice president   XXXX   XXXX   of my local branch (   XXXX   XXXX  ,  XXXX , Florida ) a very kind and patient woman who is hamstrung by corporate procedures, in my opinion. My insurance agent and   XXXX   XXXX   both contacted BB & T Insurance Tracking, for no one there knew how to do anything other than have me resubmit through the email/fax automated system and say everything looked okay or never return my calls. Upon   XXXX   XXXX    contact with a higher up, she informed me my policy, as well as the condos master policy, was adequate and everything was resolved. A few weeks later, I got a notice that your bank forced lender-placed insurance on my equity line. My insurance agent,   XXXX   XXXX  , and I all resubmitted the paper work through the automated system again.
Months passed with my HELOC being charged a monthly premium for a policy everyone agreed I didnt need.
After multiple calls and emails between   XXXX   XXXX  , me, and my agent with the inept BB & T Insurance Tracking department, the matter got ( temporarily ) resolved. In  XX/XX/XXXX , the forced policy was removed and my account was finally credited.
I was a happy camper for a couple of months and decided to finally tap into my unused line of credit, partially due to   XXXX   XXXX   kindness.
Alas, in  XX/XX/XXXX , with the renewal of my condominium associations master policy, it started again. I received the first notice of inadequate insurance. Again, my insurance agent,   XXXX   XXXX  , and Iall quite familiar with the process by this pointresubmitted all the appropriate policies and renewal information. Again, we were assured the policies were appropriate. A few weeks later, I got a second notice.
We kicked through the process one more time for good measure.
Finally, today I received the final notice that a lender-placed policy was forced onto my HELOC. I dont think I have the patience to wait another six months for someone to get their act together to figure it out.
As I explained to   XXXX   XXXX   last month, I am at a complete loss as to why your bank is unable to rectify this. And worse yet, why no one knows what the problem is. She has apologized on behalf of the bank countless times. Last time we talked she promised me a representative from Insurance Tracking would reach out to me via phone to inform me, as they had to her, that everything was resolved. Im still waiting for that call.
Not to toot my horn, but I am a public persona with more than 17,000   XXXX    followers, published books etc. I have resolved to   XXXX   this inadequacywith the fervor of Donald Trumpto try and get something done. Additionally, I have filed a complaint with the Consumer Financial Protection Bureau.
  XXXX   XXXX   : Fix. It. Now.
Im hoping an old school approach of informing the one in charge of the insufficiencies will help. Can this be resolved? I hate to change banks. Quite honestly, its a pain in the ass, but I will do what is necessary. I have lost countless hours trying to rectify this myself. Please resolve immediately.
Sincerely,   XXXX   XXXX   XXXX    Enclosures : First notice, copies of policies, confirmation email, second notice, email exchange, and final notice cc :   XXXX   XXXX  , BB & T Branch,   XXXX   XXXX  ,  XXXX , Florida  XXXX  BB & T Insurance Tracking Center, Kennesaw, Georgia   XXXX   XXXX  ,   XXXX   XXXX  ,   XXXX   XXXX    XXXX , Florida Consumer Financial Protection Bureau ( CFPB )