Consumer complaint received 2016-12-30
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: BB&T CORPORATION (NC)

XXXX, XXXX, XXXX/XXXX/2016 Dear Consumer Complaint Department, I have a serious complaint involving the mortgage department of BB & T Banking institution. We have had our mortgage with them now for approximately XXXX years. We were financed with XXXX originally, but refinanced due to similar problems, only they were not nearly as severe as these with BB & T through the branch here in XXXX, XXXX. My mortgage account number is XXXX. My and my wife 's name is XXXX and XXXX. I will gladly give my social security number when the time to do so is appropriate. 
Approximately XXXX years ago we are about to go on vacation, and we paid XXXX months ahead, then left. The bank accepted payment, and had no problem with it at that time. When we arrived back in town, suddenly they were claiming that the payment had not been made, and saying that we owed them late fees equaled to approximately a third of the total for the XXXX payments. We protested, and continued making the original amounts. When the following month rolled around, BB & T was claiming that we owed substantially more in these late fees. 
We know a lady in our local branch who has direct access to the computer files. Her name is XXXX. We sat in her office for XXXX hours while she traced these payments down, only to inform us that the banks computer had deposited our prepaid mortgage payments into the principal, rather than give us credit in our payments for it. We replied that this issue was with the bank 's computer system and not us, so we asked the question as to why it was that we were being held accountable and being penalized. The only response that we could get was that we would have to call the mortgage department, which is way down in XXXX XXXX. We were informed that we could not motor down there and meet with any official face to face, since it was only a computerized office modem. XXXX did what she could, and finally had the people down in XXXX XXXX agree that the issue had been resolved. 
XXXX months pass and the same situation returns. When we have XXXX trace the accounts down, which consumed another XXXX hours, the appearance was that the bank teller had misappropriated the payments into some other account, but the bank still wanted late fees on the money that they failed to receive. They also wanted late fees on the past amounts that they claimed were neutralized. We argued about this matter for XXXX or XXXX hours ; and before we left, they were claiming that the situation had resolved itself, seemingly at long last. 
XXXX more months passed approximately, then we were getting phone calls and notices in the mail that they were wanting amounts equaling to XXXX XXXX dollars on XXXX month, then as much as XXXX XXXX dollars on the next month. We held our ground with them contending that they were at fault, even telling them over the phone that they had manufactured this negative situation, and that we were not going to submit to their demands for more money. They wanted to raise our mortgage and kept sending us statements of amounts that varied from XXXX XXXX to XXXX and XXXX XXXX a month, and demanding that we sign statements agreeing to it, when our agreed upon mortgage is only XXXX a month. We have a fixed rate mortgage and pay our taxes and insurance separately. 
They have constantly been threatening us with foreclosure. My reply to them when they call was and still is that something is not right about this. I have asked if they had sold the mortgage and the company that they sold to is demanding more money. Since the purchasing company did not arrange the agreement with me, the responsibility for netting the increased funds has fallen upon BB & T. When I ask this question their response is that it is not their policy to discuss internal business with