Consumer complaint received 2019-03-13
Company: BBVA FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On or about XX/XX/XXXX I received a two notices in the mail from BBVA Compass bank about two transactions of " Failed Scheduled Transactions ''. The notices are dated XX/XX/XXXX and XX/XX/XXXX. This triggered me to contact BBVA to find out about these transactions. These transactions turned out to be fraudulent. the information I was able to gathered turned out to be the tip of the iceberg. I was advised several ATM and Wire transactions totaling $ XXXXhad been completed over 30 transactions from XX/XX/XXXX to XX/XX/XXXX. 

The next day my wife and I arrived at the local BBVA branch to make a claim for the unauthorized wire and ATM transactions. At that time the local banker advised the profile on my account had been changed. My contact telephone number had been changed, on-line banking was added to may account ( note : I had cancelled the on-line account when my parents passed away. The BBVA records will support there has not been an on-line account since XX/XX/XXXX ). In addition, PIN numbers had been changed/updated or added without my knowledge or consent. I have only one ATM card. 

It became clear during my visit to the local branch someone had impersonanted my wife and the changes were complete. 

Based these facts I believe XXXX has a serious breach in there security and the responsibility of securing my funds or to vet any person who attempts to make the changes described above without the person " personally '' going to the bank. 

Let me repeat. Any changes made by BBVA was irresponsible, was not properly vetted and without my consent. 

On XX/XX/XXXX the personal bank assisted to report all Unauthorized phone transactions ( ATM and Wire ) we completed all necessary forms ( so I thought ) and Case Numbers for both the Wire and ATM Dispute claims were completed. I was advised I would need to return to the back to complete and notarize Affidavits for the Wire transfers. This was completed on XX/XX/XXXX. The affidavits were emailed to the fraud department before I left the bank on the 7th. 

This is were the nightmare begins. Since that day BBVA personnel had never been upfront and honest when asked the question ... '' can you advise how, when and what occurred on or about XX/XX/XXXX when a person who claimed to be my spouse either called in to make the changes above. '' No response. I requested copies of any telephone recording on the day in question involving my account. No reply. Denied. 

The second question ... " can you advise what your investigation will entail and when will it be completed. '' I have been provided a dozen different responses to this question. 

I have been lied to, had the phone hung up on me and been treated, not as a customer, or a victim, but as the accused. 

I have asked, if you are satisfied I am a victim, then why has my money not been returned to me and you seek your funds from the bank receiving the wire transfer ( XXXX XXXX  ) or from the entities who received funds from ATM transactions. The replies come from inexperienced personnel in The Who read from scripts and have to reach outside to " back offices '' for updates. Not once has a XXXX investigator contacted me to advise on XXXX part of their progress. 

I submitted a written complaint on XX/XX/XXXX to the president of the BBVA XXXX XXXX. I have never received a call or written acknowledgement from anyone! Also, we hand delivered a copy of this home office complaint to the local BBVA Branch in XXXX, CA. 

But it gets better. After two weeks on constant calling on my part. I was advised Provisional deposits would be made on XX/XX/XXXX for the unauthorized ATM withdrawals. Form letters dated XX/XX/XXXX were finally received indicating credits for each transaction was provided. The form letter requested a return of a Written Statement of Unauthorized Debit. The form did not include when the form should be returned. When I contacted BBVA on XX/XX/XXXX to question the amounts noted on the cover letter I was advised I needed to return the form by XX/XX/XXXX or the Provisional deposits added to my account would be removed. Again NO ONE advised when I met with the personal banker on XX/XX/XXXX or on any of the numerous calls that this form needed to be completed and why then if the form was needed would my account be created without first returning a form BBVA Compass so desperately needed? 

Well I had to create a separate Word document with the dates of all the transactions and amounts, because the form letter did not provide enough space to list all of the transactions. The word document, a copy of the XX/XX/XXXX form letter and its attachments were mailed on XX/XX/XXXX in the self-addressed envelope provided by BBVA. I wanted to scan and email the information, but when I contacted the number on the form letter, BBVA was closed on Saturday XX/XX/XXXX and I need to call during normal business hours XXXX XXXX. 

Thinking I had completed with everything BBVA required, I was shocked to received another form letter dated XX/XX/XXXX denying my claim and to advise ALL of the Unauthoized ATM I had claimed transactions were now considered Authorized based on their investigation and all provisional deposits would be removed on XX/XX/XXXX. 

I called the dispute department the morning of XX/XX/XXXX. I spoke to the representative and a supervisor and was told the Written Statement of Unauthorized Debit had not been received and I would have to start new new dispute and a new claim!!!!! BBVA would not open the same claim. In fact, and this is odd since BBVA is not open on Saturday the claim was closed on Saturday XX/XX/XXXX. 

As far os the Wire transfer claim I have heard nothing and I am insulted by the attitude of BBVA the lack of empathy for an innocent customer and a victim of fraud. 

I am pleading with anyone who will this. I need help. 

BBVA is not acting in good faith and fair dealing. BBVA and their personnel have not been truthful and have deceptive practices that appear to be focused on denying honest claims.

Company response to consumer: Closed with explanation