Consumer complaint received 2021-05-09
Company: BBVA FINANCIAL CORPORATION
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On Saturday, XX/XX/XXXX, all accounts with Simple Online Banking were scheduled to be transitioned smoothly to BBVA USA. Customers received a single email on Saturday, XX/XX/XXXX, at XXXX ( CST ), which instructed patients that their accounts had already been transitioned over to XXXX and that customers ' " account number, routing number, debit cards, and even direct deposits were all maintained. '' The email continues by stating, " Here 's what to do next, '' and goes on to instruct customers to follow the hyperlink in the email, and " select Activate Your Online Banking. '' BBVA USA then directs customers to set up their login and simply begin using their online banking services. 

I attempted to set up and activate my account around XXXX on Saturday, XX/XX/XXXX, and continuously received a " System Error '' message after inputting all of my sensitive data. When attempting to use the online Chatbot provided by BBVA customer service, the bot would state that it would connect me with a representative for assistance, however, the application simply stalled and would do nothing except repeat that it would connect to a representative. 

Later in the day on Saturday, XX/XX/XXXX, the header along the page provided to Simple customers changed to state that Simple customers should simply login with their previous account information that was used for Simple Banking. When attempting to login with my Simple account information, I received the same " System Error '' message. 

On Sunday morning, I again attempted to login to my account using my Simple Banking account information, and received a notice that " For security reasons, your Online Banking has been locked. Please use the Forgot Password or Forgot Username links to recover your credentials or call Online Banking Support at XXXX for assistance. '' I called the number provided, was told that I would be connected to the next representative, only to have the phone ring one time and then get disconnected. 

Around XXXX on Sunday, XX/XX/XXXX, I continued to attempt to gain access to my account, only to receive a new version of the previous message, which simply stated, " For security reasons, your Mobile/Online Banking XXXX has been locked. Please call customer service at XXXX. '' I again attempted to call, with no answer. 

At XXXX on Sunday, XX/XX/XXXX, I continued to try getting into contact with a customer service representative. After five attempts, all of which concluded with being hung up on, I checked the BBVA website and again a new message had replaced the header at the top, explaining that they knew this was not a smooth transition for everyone, but to call XXXX to speak to a representative to get your account up and running. I called three separate times, and each time was disconnected after being told I was being connected to a representative. 

Around XXXX, the BBVA USA website again displayed a new header message, this time stating, " To Simple customers converting to BBVA : This has not been a good conversion experience for many of you. We know this, and we sincerely apologize. BBVA teams are working around the clock to understand the situation and make it right. Lines have been overwhelmed at our customer service center, leading to the service center being down. Again, we apologize for this and we are working to get it back online as soon as possible. Importantly, your debit card should be working as normal, even if you continue to experience issues with enrollment in online and mobile banking. We know not having online and mobile access to your account is unacceptable, and we will continue to do all we can to make this right. Additional updates will be provided as they are available. '' A similar message was posted on their XXXX page, where I discovered numerous complaints that made it seemed as though Simple Banking accounts had been locked, and that the customers who were actually patched through to a representative, ultimately had the representative " pretend not to hear them '' and briskly hang up the line. To offer two separate avenues of calling customer service, only to take down the customer service center, is ridiculous. 

Through all of this, I have been unable to check my account balance, leaving me unsure of what charges have/have not gone through, nor have I received any updates discussing ways to receive updated account information, or when accounts are expected to be unlocked. BBVA is assuring customers that they can still use their debit cards, however, surely a bank can understand that one would not want to use their debit card without having any idea what payments have been published, thus affecting the available and current balance. 

BBVA has provided no real help in even relaying the simplest information, as I had to search on my own to find all of these updates, and has provided no estimated date or time when accounts will be unlocked. To be unable to check on your own finances, especially when still dealing with the financial impacts of COVID ( requiring an even closer and current look at financial statements ), is absolutely ludicrous. The number of people afraid and/or unable to pay their bills right now because they aren't sure what their account balance is, is absolutely ludicrous. Not to mention the fact that, should someone be suffering from fraud, there is no way to not only check your account transactions and balance, but also no way of doing anything about it which feels as though it's an open door for massive amounts of customers to become victims of that fate, to be completely honest. 

This transition has been scheduled for months, and the fact that it has failed so disastrously, with no end in sight, gives me sincere concerns for the internal procedures set in place at BBV USA Banking. Not only does it cause concern as a new ( unfortunately ) customer, but it also raises doubts as to the level and quality of security used at this banking company, especially when the accounts had " already been transitioned '' and all that was necessary was to login to see your account on this new platform. I have to say, it does not give me hope as a customer for any future issues that may arise, given that this company does not seem to have their customers ' best interest at heart.

Company response to consumer: Closed with explanation