Truist Bank (formerly BB&T Bank)

I have had a problem with my BB&T account since December 2011 and I have been unable to get anyone to correct this for me. In September I requested your Business Online ACH/Wire Service be added to our account. After we reviewed the service, we determined we did not need it and cancelled it in October with our local Relationship Banker, Liza. At this time we had two accounts with BB&T and decided to close the account the service was charged through. In November we realized the closed account was reopened because the service had not been properly cancelled and the account automatically reopened when the service was charged. At this point with spoke with Charlie, the bank manager who said he would be sure to cancel the service and permanently close the account. He did this in December. However, when he closed the account, instead of canceling the service, he switched the service to the current bank account I have with BB&T. Since December I have been charged 15.00 a month for the ACH/Wire service I had asked to be cancelled in October. In January I called the banking 800 regarding this charge, I was told someone would look into it and call me back. When I saw the charge in February I went back into my branch and spoke to the Relationship banker again, she said she could not help me. In March I was charged again, I called the 800 number, I was told, they would research it. At this point I called Charlie, my bank manager two to three times in March and left messages, he never returned my call. In April, I phoned the 800 service again to explain the total charges on my account had now reached 75.00 and no one was willing to cancel this service and refund my money. I informed her that I would like a refund so I could close my account. Her name was Sarah. She promised she would look into these charges and get back with me. Instead, I received a letter from my bank manager telling me he was closing my account, with no refund. I do not understand why BB&T could not provide the simple service of canceling this charge for me. I have requested this cancellation since December and have been ignored. Please inform me why you have refused to return my calls and cancel this service. Also, please inform me why you are not going to refund the charges for the service I clearly have repeatedly asked you to cancel. I am surprised that a bank would treat a customer so unprofessionally.

At this point I have been charged a total of $75.00. $15.00 was charged to my account on each of the following dates: 12/01/2011, 01/03/2012. 02/01/2012, 04/02/2012.