My situation started yesterday morning when I checked my secondary bank account and found it at -$35.04. I pulled up the summary and saw a pending transaction of $1.09 from a Redbox reservation. I had reserved a movie online from Redbox and went to pick it up at the location, but it showed that my card would not be charged because something had happened with the online services. So I rented the movie using my secondary bank account, which I only use for my AVON account. There was only $3.20 in it, which was enough since Redbox movies are $1.09 per night.
BB&T now has a pending $1.09 on the account, which is why my account went negative by, get this, 7 cents. So now I have a fee of $70.04 because the other night's $1.09 went through my account. I am very confused because there were two $1.09 charges for the 2-night rental plus the reservation. The second night's rental went through after pending and was charged the second late fee. However, the reservation fee is still in the pending transactions, which is why my account went negative in the first place. Yes, I know it is very confusing!
Yesterday I called BB&T and Shanna told me the wrong information for having Redbox fax them to get the hold released. According to the second woman I talked to at BB&T, after I called to see if they had received the fax, it should say attention: BB&T, not team leader. So I called Redbox back and told them to change that, which they did. However, Redbox's policy is that they will not release the entire card number to the bank for the customer's protection, and I am fine with that. But there is a problem with that, which I will explain in a few.
Last night at 4:18 I talked to Felicia at BB&T, and she told me she had just received the fax. I also received the wrong fax number from Shanna, and the system is updated every 2 hours. I asked Felicia exactly what would happen and whether the fees would be taken off. She replied yes, they would, and the hold for the reservation fee would be taken off as well. At 8:30 I checked the account and, you guessed it, the fees were all still there. My husband said to give them the night to update and check again in the morning.
This morning there are the 2 $35 fees, where the second rental fee posted to my account. I called at 8 am and spoke with Joan, who told me they had not received the fax. I replied that yes, they did, since Felicia had it in her hand yesterday afternoon at 4:18 pm. She said, oh yes, now I see it, but the reason no one took care of this is that they did not send in the right information. She read me the letter and said Redbox did not include team leader, it says BB&T, and there was no 16-digit card number. So basically, because it said BB&T and not team leader, they stopped reading the request. That is completely insane, and they have no type of customer service. As I was explaining the situation to Joan, she kept interrupting me, and I requested a supervisor. She said there was no one for me to speak with, and I replied that I would wait. She said, we can't hold someone on the phone that long! What kind of customer service is that??
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