Consumer complaint received 2017-07-28
Company: BBVA FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On the early morning of XXXX XXXX, 2017 ; i logged on to my account and noticed some activities that was not mine. At first I thought it was a technical error from my bank, because my ATM card was not lost or stolen, and I called my bank right away. The representative i spoke with told me that my card was duplicated. I did n't understand that, so I ask him specifically ; my card is here with me in my wallet, how is it duplicated? He tried to explain that my card must have been compromised on the ATM machine I used and duplicated. I told him that my last transaction was on the XXXX of XXXX, 2017. i also asked him is he can identify the exact location where the card was used, he said yes, that the person just checked the balance at the ATM right now i think he said at XXXX XXXX California , i was hoping they could be able to view some video/camera in other to catch the criminal. He quickly blocked my card and filed a complaint.
I called my bank few days later to follow up ; the representative told me it take up to 15 days to get a response. I asked her how much was being disputed, because some of the transactions were decline, she told me {$2200.00}. To my calculation it was not up that, the total transaction that was deducted was {$1800.00}. Few days later, I got mail, stating that my claim was denied, stating that after investigation, they find out that there was no error detected. I called and argued how that is possible, did they investigate, they have to view the cameras in the ATM location where the money was taken and find out who that was. The representative told me they do n't conduct that kind of investigation. That their investigation was based on the fact that there was no pin change or pin error during those transactions that I verified the transactions. I told her that if this people can duplicate my card, they will be able to get the pin the same manner they got the card. I admitted to her that I got an automated call on the XXXX of XXXX, and without given it much attention, I verified the transaction thinking they were my transactions because i used my card 2 days prior. i told the representative, that if they are holding me accountable for verifying the first transaction, i get it, but what about the ones on the 2nd and third. She asked me if i want to file a claim for those 2 days and i told her yes, anything she can do to help me. She went ahead put me on hold for few minutes and said she has refilled it, to give them 15 days to do their investigation and they will get back to me. She told me to file a police report and send them a copy. I filed police report and called my bank again after i faxed the report to them, they said that they will reopen the claim again. Which i got a mail telling me that the claim was denied after a thorough investigate? That i was inconsistent with my claim and that there was no pin change or error. I called back and asked how i was inconsistent. Just investigate my claim and find out that I am telling the truth. There is no two sides to the truth. They know that I did not make those transactions and did not authorize them. And I never was careless with my information. If their claim is true that my card was duplicated at the ATM, how is it my fault that they got my card and the pin as well? If they can duplicate the card, they can as well easily get the pin. None of this makes sense to me at all, because if I had known that someone can scan and duplicate my card that easily, I will never sign up for such a card. The card does not have a chip. BBVA Compass Bank need to protect their customers information and hard earned money.
When I opened this account at the beginning of this year, their online advertisement was misleading. I opened hoping not to be charged as they claimed they have thousands of ATM around and that their banks all around. Well their bank does not recognize this card. On around beginning of XXXX, I went to their Bank to cash some money for rent, to find out that I can only get money from ATM while I needed {$3000.00}. I called the number at the back of the card and the repetitive acted like it was a mistake and asked me to give the manager the phone to talk to her. I did, but the manager did everything possible, but still could not access the card. She tried {$3000.00}, {$2000.00}, {$1000.00}, {$500.00} and it was all declined. The bank manager apologized to me and asked me to open a checking account call the bank to transfer my money from the saving account to the checking account, which I did open a checking account after a while. But when I called the bank to transfer my money from the saving account to the checking account, the representative told me that its not possible to transfer money from saving to checking, that one can only transfer from checking to savings. It was sad because I hated being charged every time I cash my hard earned money.
It has been a total night mare and heartbroken experience for me with BBVA banking.

Company response to consumer: Closed with monetary relief