Complain about a product or service

BB&T

Thomas of Knoxville, TN October 23, 2009

We suddenly discovered that this bank holds deposits up for days ( even though we have a receipt for a specific day) to let checks come in. Since we are living close to the edge, sometimes our checks are coming in, however we always make a deposit first so that enough money is their to cover all outstading checks. They don't send a bounced check notice they simply continue deduckting incoming checks even though a deposit has been made. Naturally your account runs out of money.They keep deducting each check even though its now in the negative. Then they show your deposit ( it might have been sitting their for days ) and beging charging us 35.00 for each over draft.

However the money was their they just refused to add it to your account until after they had run through all your current money in your account. We told them we never received a bounced check notice and they addmitted we would not have because the money was there ready for deposit. " Then how can you chage us 35.00 for each instance " There answer was " Thats the way we do it NOW"

We were never informed of this change in policy. Its unethical, unfair and just plain stealing. We are the type of people that trusted the bank and did not regularly check our statement. Therefore this stealing no doubt has been going on awhile without our knowledge. We are cancelling our account ofcourse and went to a Credit Union where they were shocked to here about this practice at BB&T. This last episode cost us 220.00 even though we had previously deposited enough money to cover our debts yet their accounting system had not ackowledged it.

Gail of Knoxville, TN October 20, 2009

I have been charged with overdraft fees on three different occassions causing me to lose money that made me become late on paying bills that were due. We have a very fixed income and can not throw money away like this. They hold transactions in pending purposely to post when they want to.

All transactions that come through are placed in pending and they have already been deducted from the balance on the account reflecting as the Available Balance. Except when an ACH Direct Payment(Insurance draft) comes through, it does not show pending nor does it reflect in the available balance it just happens. However also thorugh ACH a Direct Deposit comes through and does show in pending and is reflected in the available. A Direct Deposit should be reflected in our checking acount as posted on Friday mornings. We had a debit and a credit both coming through ACH on Thursday evening. They posted the debit and placed the credit in pending until friday night. Even though the available balance reflected the deposit, the bank posted several small pos transactions dated the same day as the deposit but prior to posting the deposit. causing overdraft fees.

J of Vergennes , VT September 28, 2009

I have had a bank account with BB&T for almost ten years; at some point in October of 2003 they started charging my checking account 4.95 a month for a service called the "Plus Package". I have never knowingly signed up for this package and to my knowledge ever authorized them to sign me up for this package as it consists of a group of insurance products that I don't need or want. I have never received any information regarding my coverage, etc related to this insurance. I had inquired about some of their fees before and was told it was either an ATM fee or may have been a fee for a low account balance. In August of 2009 I reviewed a group of my statements and noticed this fee had been charged every month as far back as I could go. So I inquired with BB&T and they told me that it was for the plus package that consists of some insurance coverage. I explained to the representative that I was not aware I was being charged an extra fee for this service that I was not aware of being signed up for. I asked the representative to provide me with proof that I gave them consent to charge me this fee and they referred me to the Tysons-Echo Hills branch office where on 8/13/2009 I requested they send me this document in the mail and was assured that they had put the document in the mail.

On 08/28/2009 I inquired about the document as I still had not received it and they assured me it was sent, however I insisted that they send me another copy as it obviously does not take three weeks to get something in the mail. On 09/21/2009 I called the Tysons-Echo Hills branch office and spoke to Virginia a customer service representative. I inquired about this document and she explained to me that they do not have the document. I have spent hours of time trying to get a refund for this so called "Product" and BB&T the representatives at BB&T don't even seem to have this word in their vocabulary. I have also found that the insurance company that BB&T uses for this(the Affinion Group) has been the subject of many other complaints that mirror my complaint where people have been charged a periodic fee for something they never signed up for. In 2005 they settled with 17 states for 8 million dollars for deceptive marketing that seems to be an exact mirror of what I have experience.

Vicky of Covington, VA September 22, 2009

I called the bank several times to get clarification regarding the debit card policies, and writing checks. I was told that debit cards puchases come out immediately. When I went on-line I could see the charges had in-deeded been subtracted from my account. Recently, I went out of town due to an emergency and monitored my account daily. I was seeing my debit purchases were being accounted for, holding in my pending transaction and they were subtracted from my balance. I felt I knew how much I had left to use. This happened over weekend so at the close of Monday a check came in that I forget I wrote. SO, I told the bank I did not mind paying to the "one" check that "should have" balanced as it was a check not a debit. Remember the Branch Manager - Cindy told me the debits were immediate. At the close of the day -- Monday--- I was charged 175.00 for 3 debits and two checks. One debit amount was 4.33. I should have been charged for one overdraft charge. The check that caused this problem was in the amount of 80.00 If the bank would have taken out my debits first and the other check I would have had enough money to cover those charges. When I spoke to the Branch Manager. She told me "when the postings were done it is from the highest amount to the lowest. Not the debit transactions she claimed would happened. In the end I paid 210.00 for the over drawn amounts. I made several calls to the bank, speaking to several Managers and no one would credit my account. I feel the banking system is completely crooked.

karen of NORTH TAZEWELL, VA September 7, 2009

I opened an account with BB&T in December 08. The first couple months went ok then about April I started receiving overdraft notices. I could not figure out why. I covered the overdraft fees for that month. Then in May, it happened again. I have e-mailed BB&T several times only to be told the hcarges were not a bank error. They now have me owing 593.00 in overdraft charges.

I have mailed them documentation 3 times on the account, its always the same not a bank error. For those who keep several hundred dollars in their accounts you may not notice money being taken out. When you dont have that much to begin with then you do. BB&T holds your deposit and when the checks start coming in they return them. Something needs to be done. ts alwaYou may not notice money being taken out.

Charles of Cary, NC June 25, 2009

To whom it may concern, I have been with this bank since 2004, I have had nothing but OVERDRAFT FEE after OVERDRAFT FEE. I usually lose around 3,000.00 to 5,000.00 a year to the fraudulent system the have in place. This bank run the highest amount of any purchases first & not in the order they are received. They do this intentionally so they can receive 35.00 for every small transaction instead of one charge for the large transaction. If you make one small mistake, WHAM! 300 + in OVERDRAFT FEES! 35.00 on a 2.00 cup of coffee = 37.00.

My last overdraft which I ran 29 cents over in the account cost me 200.00. This is highway robbery they know it, I know it. It's a shame no one has not put a stop to this. I do not see how a bank can get away with this mischief. It's sad when the biggest thief in my life is my bank. Heck, It's safer to keep my money on PAYPAL & everyone know what type of crooks those guys are.

Talithia of dale city, VA June 4, 2009

I have had an account with BB&T for five years now. I have never had an overdraft fee charged to my account before until June 1, 2009. The way the bank has done is very unprofessional. I deposited my payroll check in the bank Friday evening May 29 and before then I had a balance of 236 in my account. I used my check card that evening and Saturday as well. The money was immediately put on hold.

I then wrote a personal check to a friend for 210 on Sunday May 31st. She deposited into her account on Monday June 1st. It shows my check was available on the 1st of June, but they did not use this money to pay the check. Instead they kept my credit card charges on hold and paid the check with the 236 I originally had. Then charged me for 8 individual overdraft fees for the charges I made Friday and Saturday. Then the remainder of 280 was paid to the overdraft fees. I had two more charges on my account and one that had not posted yet. I spoke with the manager at Maple plaza branch in Woodbridge, Virginia (Dee). She told me that I had money in my account to cover those charges.

On Wednesday morning, June 3rd I had another charge of 70 in overdraft fees. This is a very dirty way of trying to get money out of people. The charges would have been covered if the client was a best interest and if the bank was not trying to figure out the way where they could profit most. This is very ridiculous that I have 350 in overdraft fees because of BB&T bank. I had money in my account when these charges were made and my pay check would have covered the last 2 charges when they posted if my pay check I deposited was not ate up by overdraft fees.

Thank you for my worst experience with a bank ever. I will be cancelling my account before you try to unfairly milk my account again. My family uses BB&T as well and they will be cancelling their account also. And I will make sure I will spread the word of how wrongly you do people. The credit union does not treat people this way. I could understand if had no money in my account and made charges but the money was there and placed on hold. This is so wrong.

Jonathan of Culloden, WV June 4, 2009

My complaint is similar to the many others I've seen on this site. I deposit my money only to find that the debits are posted before the credits. Regardless of what some might say, If I put money in my bank, before I withdraw from my bank, it should be available. Especially if I deposit on say a Friday and don't make a withdrawal until Sunday.

This is not the case. Everything has been planned to work out in the overwhelming favor of the bank. They have planned and ordered their process to completely maximize the fees they can suck from their customers.

I am sad to have wasted so much money with this bank over the same stupid issues. If you are smart, you will move your money away from this bank as quickly as possible.

Michele of Fort Mill, SC May 15, 2009

First Home Mtg. with BB&T at 6%, 30 yr. Called for refinance 15 or 20 yr. R. Goodling said he would e-mail loan application or have my husband pick pkg. up at a Pineville office. Two wks. still no application. Placed three calls and two e-mails. Called executive Office who had Loan Office Scott contact me. Scott stated several time my husband could not be on the loan, since he did not have a Social Security number. Six times I stated YES, he does have a S.S number and proper visa's.

S.S issued July 2009. Scott reply this was not in his notes and he would not put my husband on the loan. This is slander to my husband, his employer (He is a Director of Energy for a large international power construction company. I called executive office. Judy called me back and promised I would recieve a good faith and loan application A.S.P. Two days and still waiting. Cost to us is 1.50% persent on a mortgage of approx. 240,000. Plus 1pt. origination 2,400.00 it will cost us to move loan. BB&T currently holds first mt.

I feel Since April 6 to today May 15 is more than enough time to recieve a loan application & good faith. Are we being ignored because my husband is Canadian? BB&T does not want to give up the 6% interest? Please assist me with this issue. 150.00 to 200.00 per mo. cost us for 248 payments for life of current loan,49600.00 pluse 2400.00 origination Point.

John of Clayton, NC April 25, 2009

My BB&T credit card was stolen from me by an employee of the Village Station Restaurant in Lumberton, NC in November, 2008 and reported as stolen to BB&T within 18 hours. Unfortunately, the card had been used numerous times in that short period and nearly 1000 in fraudulent charges made to it. The BB&T fraud department said I would receive an "affidavit" to sign--but I did not. I repeatedly called to tell them I had received nothing to sign and was given a different response with every call. Finally, I received an affidavit, signed it and faxed it back according to the bank's instructions. But, the charges again showed up on my account.

After many many calls since, most ending in frustrating discussions with whoever I could get on the phone and some with many transfers (the record stands at 7), I spoke with "Bank Card Supervisor" Mr. Andy Chunn. He apologized for me having been "jerked around" and promised, "The buck stops here" implying he was going to clear up the matter. He called the next day to say the charges would be removed "in 7 to 10 business days." That was a month ago and now he does not return my phone calls.

So, I visited a local branch office where a young man offered to help. But, he too, was ignored by the bankcard group in Wilson, NC. The bankcard rep he spoke with promised to call him back the next morning--and did not. The local branch rep told me that the agent "had an attitude" and that he was embarrassed to be associated with such service from his own company. But, he basically bowed out.

I have called the office of the CEO and have been promised my inquiry would go to "senior management." I was told, though, by the local branch office that because I did not return my affidavit (which I did not have) within the specified 90 days, that I am now liable for all fraudulent charges. Even they admitted, though, the absurdity of that statement based on the facts. I await a response to the call to the CEO's office.

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