Consumer complaint received 2021-06-05
Company: BBVA FINANCIAL CORPORATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was a long time customer of Simple, the online bank. Simple recently closed and transitioned all of its accounts over to BBVA on XX/XX/21. On XX/XX/21 I received a notice that my automatic withdrawal of {$25.00} to XXXX XXXX had caused my account to overdraw. The notice stated that my posted balance at the time of transaction was {$47.00} and that pending transactions and holds were {$26.00}. The available balance was XXXX after the pending hold. So my XXXX automatic debit, which I thought had already been on hold caused my account to overdraw. At least I thought. When I called BBVA, I was told that they didn't see or know why I received a notice that my account was overdrawn -- according to them my account was fine. But XXXX XXXX had emailed me that my automatic debit had failed, so I payed the balance plus a late fee. I didn't have access to online banking for BBVA, so I asked if the customer service rep could help me set it up ; at least so that I could see the transactions myself. After asking me some details about personal information to verify my account for the second time, I was told that my phone number wasn't recognized by the system. I would have to fax in copies of my ID and proof of address. No knowing where I would access a fax machine I declined and thought I'd close my account as soon as I can. To check my account I just used the XXXX number everyday. This got tiring, so called I called again to see if I could get help setting up online banking. This time all my personal information went through but I needed to dig up an out of state ID from over 10 years ago to complete my identity verification. Things were going smoothly until I made a purchase on XXXX XX/XX/21. XXXX does not charge the account until the item is picked up at the store. According to a customer service rep, a hold is to be placed on the customers account to cover the balance of the purchase. The first part of my order was on the shelf so it was ready for pickup. XX/XX/21 a charge for {$40.00} was withdrawn from my account when I picked up the first item. When I was notified that the other half of my order was ready for pickup, hours later I was emailed that my card had been declined and my order cancelled. But I assumed that a hold was placed on my account to cover the remaining {$180.00}. So again I called BBVA to ask them about this hold that was to be made XX/XX/21. They knew nothing -- saw only a few transactions on that date ; none being from XXXX. But when I looked at the charge from the first half of the order it says Post Auth Debit XX/XX/21 but fulfilled XX/XX/21. Wondering if there was at a least another record of my initial transaction on XX/XX/21 I eventually called BBVA several times in a row asking to speak to a supervisor or someone that could help me understand why a hold was never made according to a BBVA rep. I was denied every time and so now I'm here ; filing a complaint. I haven't had this much trouble with my bank ever. I don't make much and live paycheck to paycheck ; every now and then if I have some extra cash I like to get myself something nice. If nothing else comes from this, I just want someone else to know how terribly BBVA has made feel ; destroying a gift to myself ...

Company response to consumer: Closed with explanation