Consumer complaint received 2017-04-28
Product: Checking or savings account — Savings account
Issue: Managing an account — Fee problem
Company: BB&T CORPORATION (FL)

Complaint:
I happened to be online trying to decide if i wanted to use  BB & T as a the b ank to deposit a lump sum check. I intending on checking my savings account & accidentally clicked on my daughter  XXXX   XXXX  's account and seen there was a fee of {$5.00} deducted from the account. I then called the bank and spoke with a rep who stated the address is showing  XXXX   XXXX   XXXX   XXXX  and she is not sure why the mail has been returned. She then stated that she could refund the {$5.00} fee. I asked is that the only fee because the system does not let me see any other transactions on the acct. I have no access to the past statements. She said she would have the acct forwarded to a  specialist  to see if there were other fees assessed. About 3 days later i received a call from a lady who stated the account was assessed fees because my kids are the primary on the  CUSTODIAN  account and they needed to call and update the address. I said to her when i opened the accounts it was through me and the kids were babies and are not aware of making changes, and are not even familiar with what a social security number is so how can they make those types of changes with no ID. I said i just want the fees credited back to the account because i did what i was suppose to do. i advised her that is an error on behalf o f BB & T not me. She said she would have a manager  call be to see about getting the fees reversed. I asked her to also look at my son  XXXX   XXXX   XXXX   XXXX   account as well and see if there were any fees assessed and yes his account received fees also. I have been waitin g 13days to get t his call back and never did. So today i called again spoke with a rep who is now saying the request was never sent because the escalation department forgot to forward the mssg and there was nothing that could be done. After about  15 mins of asking for a manager the re p finally transferred the call to a supervisor  (   XXXX   w/call  XXXX  )  who came on the line without reviewing the account and knowledgeless of the accounts issue. When i asked him to speak with  a manager or someone other than himself, he di sconnected the call. I then went to the branch location and spoke with  XXXX   XXXX  she was also unable to help or assist me. I am appalled of the efforts of  BB & T 's overall r espect to their customers. No person I spoke with in a management role apologized for my inconvenience. I am outraged by the behavior of this bank and the fact that it was their error. But no one is trying to refund my  2 accounts or be help accountable. This is a disgrace coming from a bank that relies on customers to keep the doors open.  When i mentioned to  XXXX   XXXX  of closing my accounts she started adding up my balances to close the accounts but not to issue a refund to me for either account. She looked at the accounts and couldnt explain why are there fees charged month to month and this is a custodian account and statements are sent every 3 months. She didnt answer the question she just ignored me to get me out her seat. I am requesting my account be credit the fees debited. A pittiful shame coming from a bank that charges  XXXX  when an account is overdrawn  4 hours ... ... .... I am requesting credited of {$45. 00} for  XXXX   XXXX  & {$45.00} for  XXXX   XXXX  i am sure the accounts are owed far more than that. I tried waiting on  XXXX  but he finished a customer and then jumped on a call.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation