Consumer complaint received 2017-10-26
Company: BBVA FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened my account with XXXX on XX/XX/XXXX.  On XX/XX/XXXX I deposited $9.90 for use in my account.  These funds were deposited and made available to me.  I was mailed a debit card for use on the account as well.  Also on XX/XX/XXXX I noticed I was unable to initiate any transfers or ACH payments.  I wrote out to the XXXX support at that time.  XXXX from XXXX Support wrote out to me the following:  
XXXX (XXXX Support) XX/XX/XXXX, XXXX XXXX PDT

Hi XXXX

Thanks for testing this out. Upon further research, I believe this due to a customer registration task that our parent bank, BBVA, needs to complete.

It should be solved by Monday or Tuesday at the latest, at which point I would like to follow up with you to confirm that your ability to transfer funds is restored. 

Thanks again for your patience during this process. 

XXXX
The XXXX Team

I waited until XX/XX/XXXX and tried again but was met with another error message.  I wrote out and received a response:  

XXXX (XXXX Support)
XXXX XXXX XXXX PM PDT

Thanks for following up XXXX -

I was just checking on your account when you wrote in. I am still pushing on our team for resolution and expect a response within 48 hours. 

I know this is not ideal and is dragging past the first date I gave you, but thank you for your patience while I make sure you are set up. 

Thanks, XXXX The XXXX Team

Then all of a sudden onXX/XX/XXXX I was informed of the following:  

XXXX (XXXX Support)XX/XX/XXXXXXXX XXXX XXXX PDT

Hi XXXX,

After looking into your account errors I'm sorry to report that your account has been frozen by our research team, hence your inability to transfer funds. 

They found some information during their review process that caused them to freeze, and your account will need to be closed. Prior to closure, the funds in your account will be sent to you via check.   
I apologize for the negative experience you have received in this process, and if you have any questions or concerns please let me know. 

SincerelyXXXX XXXX
The XXXX Team

We then engaged in a back and forth via email: 
XXXX (XXXX  Support)XX/XX/XXXX XXXX XXXX PDT

Hello XXXX -

We are working to get a cashiers check cut from the bank this morning to be sent to your business address - please let us know if you would like it sent to your personal address or something entirely separate and we will update the ticket. 

Thanks,

XXXX 
The XXXX Team
XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX PDT

Where is my XXXX money?

I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX  and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem.

On Mon,XX/XX/XXXX at XXXX XXXX, XXXX XXXX  wrote:

While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me.

XXXX XXXX
XX/XX/XXXX XXXX XXXX  PDT

I will literally take the time to sue you in court for witholding my funds fraudulently.

OnXX/XX/XXXX XXXX XXXX, XXXX wrote:

W

I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem.

On Mon, XX/XX/XXXXat XXXX XXXX, XXXX XXXX   wrote:

While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me.

XXXX XXXXXX/XX/XXXX, XXXX XXXX PDT

I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem.

While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me.

XXXX  XXXX XX/XX/XXXXXXXX XXXX XXXX PDT

While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me. XXXX (XXXX Support)XX/XX/XXXX, XXXX PM PDT

Hello David,

I understand that this can be a confusing and poor experience for you, which is never our intention.

What I can tell you is that our research team reviews a broad spectrum of information including financial, legal and social data relating to our customers and that we try to take a global view of each customer to determine eligibility. 

I hope you understand we cannot disclose XXXX specific criteria for account eligibility. 

Sincerely,
XXXX
The XXXX Team

XXXX XXXX XXXX XXXX, XXXX PM PDT

You did not answer my question

What kind of information is causing the closure of my account?

XXXX (XXXX Support)
XXXX XXXX XXXX PM PDT

Hi XXXX,

Again, I am very sorry about the experience you are having with us and the lack of clear communication. 

We certainly have a lot of improvements to make through this stage of XXXX testing, some that I have learned from your situation. 

I reached out to our deposit operations group to get your check $XXXX sent as soon as possible, though in all honesty this will probably not be until Monday of next week. 

I know this is not ideal or what you asked for, but it is the best I can offer currently. Please let me know if there is anything else I can do to help in the meantime.

Thanks, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX PDT

You all have me very.... heated and angry this is not something that you write to tell them over a support thread. A call would have been appreciated but it appears that you all just do not care enough to be personable.

Also I'll need that check expedited not some regular business day crap. I will also be reporting this to the Consumer Financial Protection Bureau as well as any and all bank regulatory factions.

On Fri,XX/XX/XXXX at XXXX XXXX XXXX XXXX  wrote:

That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me?

XXXX XXXXXX/XX/XXXX XXXX XXXX PDT

Also I'll need that check expedited not some regular business day crap. I will also be reporting this to the Consumer Financial Protection Bureau as well as any and all bank regulatory factions.

That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me?

XXXX XXXXXX/XX/XXXX, XXXX XXXX PDT

That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me? XXXX XXXX XX/XX/XXXX, XXXX XXXX  PDT

Whoa there. What kind of information are you speaking of?

I verified my address and they still have failed to return my money.

Company response to consumer: Closed with monetary relief