<prompt> Human: A few months ago I noticed that on 0105, 7.95 was debited from my checking account as OLB ACCOUNT SOFTWARE FEE. When I called BBT they said it was because I signed up for and used Quicken that month. I told them that was wrong: I never used Quicken, never signed up for it, and never even heard of it.They refunded me and apologized - no big deal.But then again on 0205 my account was debited 7.95. I told BBT a second time that I dont use Quicken. I also told them that I couldnt possibly be using it, because if I try, the website first requires me to sign up. Again, BBT apologized, said they would refund me and for real cancel Quicken.But I was never refunded, and then for a third time on 0305 my account was debited 7.95. I called twice but after being on hold for over two hours each time, just emailed. They got back to me a couple weeks later, writing:Your request for a refund of the Quicken fees on 03232016 was denied. Your request has been denied because Quicken was in use. Our records reflect you last accessed Quicken on 03042016.And here comes another charge.I dont understand, and as it stands now BBT owes me 23.85. I never used Quicken and I did nothing on 0304 that had anything to do with Quicken.Maybe I should just drop BBT. I am hesitant not only because switching is annoying, but because I refinanced my car through BBT and paid them off in full. That will look really good if I ever need another secure loan or mortgage, yeah? Or does that not matter?Please advise.  <response>: If I was faced with your situation, I would be worried that someone is fraudulently accessing my account. So, I would treat it as such.Go into a branch and ask to speak with the branch manager. Explain to himher the fees you have been charged, that you have never used Quicken, and that not only has customer service refused to stop the charges and refund the previous charges but you are also worried that someone is fraudulently accessing your account. Politely point out that you have been a customer of the bank for X years but based on how you were treated, you are considering switching. Ask himher for help in resolving your issue. Remember that when you call a companys customer service number, the primary job of the person who answers your call is to get you off the line as fast as possible, NOT resolve your issue to your satisfaction. Youll get a lot farther by handling it in person. 