Consumer complaint received 2020-07-28
Company: BBVA FINANCIAL CORPORATION
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX @ XXXX ( which is wrong it was XXXX ) I made a deposit of two money orders in the amount of {$1000.00} each into my account at BBVA location on XXXX XXXX XXXX . The money orders were purchased at the post office located on XXXX XXXX XXXX.on XX/XX/XXXX the plan was to purchase a car which I decided against last minute. When I deposited the money orders at the XXXX XXXX location no one said anything to me about placing a hold on them or anything as a matter of fact the funds were available immediately. On that Friday I had the last of 4 money orders that I purchased and I went to the BBVA location at XXXX XXXX. After making me sit at the window for more than 30 minutes the teller gives me the money order back and says '' my manger is unable to verify this so we can't cash it and the two money orders that you put in your account earlier this week we are investigating them, but you can always go to the post office to cash it. '' I left that location and went to the nearest post office while in the parking lot I called BBVA to file a complaint about what had just occurred. I was given the complaint # XXXX and reassurd by customer service that there was nothing wrong with my account and that I should have no more problems. I cashed the money order at the post office and went on. That following Monday XX/XX/XXXX I went to the XXXX XXXX location to deposit cash so I wouldn't have a repeat of Friday that's when after sitting yet another for 20-30 minutes I was informed that my account had been FROZEN because of the two money orders that were deposited the week before. I called in and after being placed on several holds and wasting more than an hour and a half of my time I was hung up on during a transfer to the fraud management department. That happened at XXXX being super angry already I said I would just call back the next day. The next morning I called and spoke with XXXX XXXX who explained that because the account was fairly new a hold had to be placed on the money orders for 10 days and the funds should be available that Friday XX/XX/XXXX or no later than Monday XX/XX/XXXX. After thinking about the conversation I had more questions so I called back and spoke with a different woman who was no help so I asked for a manager. she took my information and said a manager would call me back. I received a call from XXXX XXXX who said that the manager at the location had placed a note on my account saying that she sent a rep to the post office and they say the money orders were no good and then asked me to email her any proof of purchase that I had. I emailed her in less than an hour and to date have heard nothing back from her after emailing her the information and follow up email the next day. I called back to the fraud department today XX/XX/XXXX because my account is still FROZEN and got XXXX again who stated that she didn't know what the next steps are or what the status is on when my funds would be released it's been almost two weeks of dealing with this with no answers and not reason for there being a freeze being placed on my account.

Company response to consumer: Closed with explanation