We have our mortgage with BB&T. The house is in my husbands name because it is a VA loan, but I do all the bill paying. My husband doesn't even know who we have accounts with. He is elderly and doesn't want to deal with it. First issue - We have signed many documents for me to be able to speak with someone about the account. My husband has to give permission every time I call so they can speak with me and still there are things they have to ask him permission again, during the course of a phone call, so they can answer my questions. My husband walks with a cane and has 2 hearing aids, he doesn't need to be coming back and forth to the phone! Then one day he went to the bank to address this situation. He's not even suppose to be driving, but I was working and he wanted it done. They sent him to THREE different banks before he was allowed to speak to someone!!! He was given paperwork again for us to send it, which we did. Needless to say, I still don't have authorization to speak to anyone when I call. Second - We were effected by Hurricane Irma. For years I paid the mortgage every month, no problem. On top of that, I never pay the amount owed, I pay at least $25 more. I find it easier to keep my books when I'm dealing with even numbers, not to mention getting the loan paid faster. So, no late charges, no late payments and always paid more than owed. Because of the hurricane, I went over a week without working. No work, no paycheck. I called the bank and told them my payment will be 2 weeks late. ALL of my other creditors actually CALLED ME and asked how I was doing and said I can defer my payment. Some companies allowed me to defer for three months! I'm proud to say, I didn't take them up on that offer, I still paid them, even though I was only able to pay the minimum. When I called BB&T to tell them I would be late 2 weeks, they told me they couldn't defer the payment because it was a VA loan. They could spread the payments over 3 months, but it would have to be paid by then. And, oh yeah, they will have an automatic withdrawal, which I do not do. My bank told me to never set up automatic withdrawal for anything. I told them I didn't need 3 months, I only needed a week or 2 and I would have the money. They said the VA set up these rules. I refused the auto-withdrawal and figured everything will be okay, it's just 2 weeks and it will be paid. It's not even a month late, which most places don't even report it if it's less than a month. A few days after this, the VA called to see how we were doing and I told them I was very disappointed with their policy. The gentleman I was talking to became very upset and said these banks were specifically told to work with the hurricane victims and said he would take care of it. He said to expect a call in the next few days from the bank. The call did come from the bank, but they were offering anything different. It didn't matter though, by this time the payment had been made. I thought everything was fine. Then I tried to go online to make the next payment, the next month, and I didn't have access to the website. I didn't think anything of it, thought they were doing maintenance and called the payment in. When I called the payment in, I was told they were revamping the website. But the next month I had the same issue. I called the payment in again and was told my account was in some type of foreclosure programs. Lost mitigation I believe it was. I was furious. My payments were made. One month, because of a circumstance beyond my control, or anyone else, I was late with ONE payment. My account was paid up to date. They said we had to sign papers to get out of lost mitigation's. I told them we were never in lost mitigation's, but they insisted on us signing the papers. I did not want to sign something that said yes, I understand I'm in lost mitigation's, because it was a lie. They told me I wouldn't be able to use the website until I signed the papers. I said, fine, I'll call my payment in . After that, I found out the bank received tax relief for all the "Lost Mitigation" people. So that is why they were lying and forcing everyone to sign those papers. Third - Now it is February 2018. Everything should be fine and caught up. My husband went into the bank, spoke with a mortgage rep in the third bank he was told everything will be fine and I can pay the mortgage online, as well as me, his wife, be able to speak about the account. I was able to make one payment online, but now we're back to not being able to pay online. This month I went online to make a payment, couldn't do it. I was on the website. I saw where it said there was going to be maintenance on that weekend and the site wouldn't be available. Didn't matter to me, I was paying before that. I couldn't make the payment online, so I called in. I work 11 hour days, I was on my break, I paid through the system. It asked if I wanted to use the last payment method I used and I responded by pressing 1. The amount went through. I didn't round it up because I was on my break and didn't have time to figure out the difference. The recording told me the payment went through, If I was done, I could simply hang up. Days later I noticed the payment hadn't come out of my account. But this was the weekend and they don't have anyone working on the weekend. Not to mention, because of my long days, I'm unable to call during the week. So I tried calling today, Monday, but now they're closed because it's a legal holiday. I thought to *** with it, I'll pay again. But I was charged a late fee!!!!! I paid this bill before the due date, but they chose not to put the charge through. It is not my fault and I'm not paying the late fee. I can't deal with this company anymore. They are the biggest joke of a mortgage company I've ever seen. I need legal help.