Consumer complaint received 2016-11-01
Product: Mortgage — Home equity loan or line of credit
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION (PA)

On XXXX XXXX, 2016 BB & T supposedly completed the acquisition of my bank for a home equity loan and checking account from XXXX XXXX. Since then, it has been nothing but a hassle. 
The week before, stopped in to a local Branch for the bank because, while I had received information on my checking account, i had heard nothing about my Home Equity Loan. they assured me that my automated debit for my mortgage loan would occur on time, which should have been XXXX. It did not occur until XXXX, which was not an inconvenience, but should have alerted me to a problem. After withdrawing the proper amount, I made my typical additional payment ( XXXX ) towards principal as I have done for many years with XXXX XXXX following the directions I received from the branch. 
On XXXX, the proper debit occurred, and I again paid an additional XXXX dollars towards the principal. At the time, I noticed that the balance was slightly higher than what I thought it should be, but assumed that I had calculated something wrong in my tracking spreadsheet. 
On XXXX, while I was out of the country on business, the correct withdrawal was made again ( since XXXX was a Saturday ). I paid the additional XXXX dollars towards principal on XXXX. 
On XXXX I went in to review my account as I recognized that the XXXX payment was never applied. On that day I saw that, not only was there no withdrawal for my normal payment, the additional payments I have been making were never applied correctly and that there were a number of debits and credits that were confusing, inaccurate and did not apply my payments properly ; such that it would have reduced the total interest I should have accrued and paid for. On that day, at XXXX XXXX, I called and explained the entire situation to an agent. After he agreed that there was a problem and would look into it, he told me he would call me back on XXXX or XXXX to confirm it had been straightened out. 
On XXXX, after not hearing back from the representative, I called BB & T again. Once again, I explained the situation and the fact that I had not heard back from the representative. I was concerned because the XXXX payment and the original issue was not properly reflecting online. The representative said that it appeared that the problem had been resolved and would mail me the corrected statement in the mail. 
I called the bank again on XXXX after seeing that my online statements still had not changed, nor did the IVR which stated my balance and payment info was the same. 
I spoke to a third representative who confirmed that nothing had changed, at which point I asked to speak to a supervisor. After 32 minutes, the best that supervisor could do was tell me that she would talk to a different department and I could call her back in another week. I was able to get her to call me, but after the previous conversations, I do not hold hope that this will actually occur. She also told me that if I wanted to make a payment towards principal, I should not do it as I was instructed, but instead go to a screen listing the mortgage details as this is the only way to do it. I find this not only misleading and nonsensical but also ridiculous since it should be easier to pay off the principal on a loan, not more convoluted. 
I have always kept my loan, and the required funds, in good standing. Have never paid a bill late, never disputed a charge. It is nonsense that I have to prove when the bank makes a mistake, as has now happened on multiple attempts, and it is even more deplorable that they do not honor the same commitments that I am REQUIRED to make when opening an account. The checking account used to pay the account has enough to pay the loan off completely, but I can not do this as I do not know what the proper amount actually is.