Bb&T
Poor Business Practices and Customer Service - Mortgage Loan

There are erroneous charges on my account & have problems with how payments are applied. Causes negative credit reporting & extra charges every month.
1. The original loan was taken out in September. Even though my understanding and the paperwork reflects my payment due date was the 20th of every month, BB&T attempted to Automaticcaly deduct my payment every month on the 22nd. Charging me NSF and late fees every month, so my payments when I made my payments they were not ever applied to my principle correctly, also causing my credit report to negatively reflect late payments for the 25 months (nearly the life of the loan). BB&T has admited that this was there mistaken but will not fix my credit report or apply the money correctly to the account.
2.in October I received a right to cure with a due date in November. My daughter stepped in to assist me with paying these fees even though I did not believe that I owed this money. To confirm the amount the Hampton BB&T representative called the main office in North Carolina to confirm the amount that would bring the account current and up to date. We were given a total amount of $2853.16. My daughter wrote a check for the amount with the memo line stating that this would pay for all payments and bring the account up to date. The representative then proceeded to give us a notarized statement attesting to that fact. So, when I made my November payment (on the third Wednesday) that payment counted towards the December payment. When my January statement came, it said I owed $788 for the regular payment and $788 in fees (the exact amount of the house payment), totaling $1576 that was due for the month of January. Why was I told that my account was current and up to date; and in fact ahead of schedule if there was left over fees? If there were any leftover fees that were associated with the supposed late payments, why weren't they taken out of the advance payment in November? When my daughter asked these questions, she was informed that we were supposed to tell the teller to apply the payment to fees, but we were insured by the representative in November that the account was current, and we were even given a letter stating that there were no more outstanding fees so how would we know that there were any fees? Also, the large lump sum was applied to fees without being instructed to do so, and it just happened. I do not believe that there should be any late fees associated with this account. And furthermore, I don't have much confidence that these mysterious fees will not just keep appearing.

3. My recent January and February statements have arrived, and I see that my payments are still not being applied to the principle. After all of these problems have been highlighted, after being told to monitor my statements, after changing to make my payments via check as instructed so that we can track them, my payments are still not being applied to principle as can be seen in the February statement. This is not what is documented in my original mortgage statement. My ENTIRE January payment looks to have been applied to interest, no fees and no principle even when my check states clearly to be applied to the mortgage payment. How is this possible and when are my payments to be applied to principle or fees? If this could be explained it would be most appreciated. This is another example of BB&T applying payments as they see fit without following the letter of the written mortgage statement or to the direction of the customer - ME.

Company: Bb&T
Country: USA

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