Consumer complaint received 2020-12-18
Company: BBVA FINANCIAL CORPORATION
State: OK
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Last Thursday, XX/XX/XXXX, I attempted to use my debit card at a restaurant around XXXX XXXX and my card was declined to my surprise. At that point, I attempted to access the mobile app and was unsuccessful. 

I contacted Customer Service at XXXX and was told my account was frozen due to fraud and was given the toll-free number to XXXX XXXX XXXX ( XXXX, option 2 ). However, at that time the department was already closed for the day. I did notice I had received an email on XX/XX/XXXX at XXXX  that stated : CUSTOMER SERVICE FOR BBVA HAS DISABLED YOUR ONLINE AND MOBILE BANKING I called another Customer Service number ( XXXX ) the next morning, XX/XX/XXXX around XXXX and spoke with a lady named XXXX. She advised that the possible " fraud '' issue was a deposit that came through to my account under another name for {$200.00} ( after she carefully inquired what deposit transactions I may be expecting ). I told her the deposit was indeed valid and stated that it was coming from my son, XXXX XXXX who owed me money and also stated his full name. She informed me that since the deposit came through under his name and not mine, it must have been flagged as fraud. She advised that I would need to speak directly with someone named XXXX ( sic ) in XXXX XXXX XXXX, she would be the only person that could review and unlock the account. At that point, it was then XXXX, the XXXX department was open so she transferred me. 

XXXX was not available yet, so I was told she would be sent a message that I called and she may call me back sometime after XXXX. Around XXXX, I still had not received a call. 

I called the XXXX department again, explained the situation with the person that answered. I told her I can prove that the deposit was from my son, provide documentation, etc. I also stated that if the deposit had to be returned, I would be fine with that. She stated XXXX was in the office and she would check to see if she was available to talk to me. She came back to the line and stated XXXX was on another call and would call me back today. I never received a call or email. 

XX/XX/XXXX Emailed executive team of BBVA XX/XX/XXXX Received a voicemail from XXXX XXXX, Client Care Analyst. I called her back, she did not answer, left a voicemail & also sent an email. She responded to e/m stating my son would need to added to my account. I replied stating I could do that the next day ( XX/XX/XXXX ) when he would be available. 
XX/XX/XXXX Contacted XXXX XXXX XXXX, spoke with XXXX who advised me that I would need to go to a physical branch to add my son to account. I told him that was not possible since I live in XXXX XXXXXXXX, OK and there are no branches in my state. He then advised that would probably need to open his own account. Called Ms. XXXX and left a voicemail & email telling her what XXXX advised. 
She replied stating that there was no other option to add him, asked if he was of legal age. I replied stating XXXX is my legal, biological, adult son. She replied w/two options : 1. I open new account and add my son as joint or 2. XXXX open his own account. I replied choosing option # 2. She then stated she would work on getting restriction lifted so funds cans be released. XXXX then went online, opened new account. I emailed XXXX the information for his account. 
XX/XX/XXXX : Emailed XXXX : ACH deposit that caused my account to be frozen was returned back to son 's account. My account is still locked, my bi-weekly direct deposit is scheduled to post the next day ( XX/XX/XXXX ) and there are pending debits. I was advised by her to send proof that XXXX was my son. Also they will not release restriction because I was added as a joint owner on his account ( even though I was never told I could not be added ) and {$200.00} will be help back for deposit that triggered restriction. I was told direct deposit would post to my restricted account, then post to son 's new account and my account would not be reinstated. Later that night, I emailed her XXXX 's birth certificate, his state issued ID ( Oklahoma ), my driver 's license ( Oklahoma ) and proof that {$200.00} ACH deposit was returned back to his account. 
XX/XX/XXXX : Emailed XXXX asking when my direct deposit would be posted, what would happen to pending debits and this could affect my credit. No answer as of now.

Company response to consumer: Closed with explanation