Consumer complaint received 2020-12-23
Company: BBVA FINANCIAL CORPORATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been banking with Simple for over the last 5 years. They are all online banking and their parent bank runs through BBVA. On approximately XX/XX/2020, I personally put a lock on my debit card through the Simple app ( the same thing youd do if you misplaced your card, etc. ) because I had noticed a DIFFERENT credit card was compromised so I wanted to make sure this debit card was safe too, as this account has all of my income deposited into it. When I went to unlock my card one day through the app, I believe on XX/XX/XXXX, it said I was unable to unlock my card and I needed to call support. So when I had time on XX/XX/2020 I gave Simple a call and waited over an hour and a half on the phone to get through to a representative. In the meantime I also sent a support message through the app. Once I got through to someone, I explained that I wanted to error on the side of caution and request a new debit card, just in case it was compromised as well even though I didnt see any unknown charges. The representative informed me that it would take about 10 days to receive a new card and once she canceled the card there was no going back until I activated the new one. I said that was fine, as long as I could still pay bills with my account my using the account and routing numbers. She said that was perfectly fine, and that I could still transfer money out to an external bank account that I had set up so that I could still access my money. So I was expected to have my new debit card by XX/XX/2020. In the meantime, on XX/XX/2020, I received a support message reaching out saying my account was under review and I thought it was a reply to my previous message on the XXXX. I replied back saying that I had already spoken to someone on the phone and I had a new card on the way and all was good ... or so I thought. So the XXXX comes and goes and I still have no debit card. The XXXX also happened to be my pay day and was expecting my paycheck via direct deposit and I checked my paystub and it confirmed that it was sent to my checking for account. Yet the money was in fact NOT in my account. So now Im angry! My account is being reviewed, I still dont have a debit card, AND my paycheck is nowhere to be found. So I tried calling on Saturday the XXXX and their automated recording hung up on me basically stating they dont have anyone to answer the phones on weekends and to call back Monday. So I called Monday the XXXX and waited on hold again for 2 hours and 42 minutes before getting through to someone. At this point I am EXTREMELY irate. I want answers about where my money is and why I cant access it. After being on the phone for a total of 3 hours and 21 minutes, the man I was speaking to, XXXX, was of NO help. He could not tell me why my account was under review. He would not give me even an approximate time frame of when the review will be completed, he could not tell me the whereabouts of my paycheck, and couldnt give me a status update on my debit card. He refused to transfer me to a higher level of support and only told me he could transfer me to a customer experience specialist which couldnt do anything more than what he already told me, which was a whole lot of nothing. It is MY money and if I want access to it, I should be able to manage it 24/7/365. Or at the VERY LEAST have a REASON of WHY my account is locked. And WHEN I can access my funds again. I called again today, XX/XX/2020, and was on hold again for 2 hours and 7 minutes before getting a representative. She was also of no help and could not give me any answers or reasons as to why I couldnt access a single penny of my money. All she claimed to do was send a message to the undisclosed team who has my account under review to contact me at their earliest convenience to give me an update, yet still, after over 6 HOURS on the phone in a 48 hour window to receive NO answers is absurd. She agreed that an account review doesnt normally take this long, couldnt give me a status update on my missing debit card, told me I was misinformed that I would be able to transfer money out, and no one ever made me aware that my deposits wouldnt be accepted either. Which also creates the issue that my pay check has to be rejected back to my employer who then has to mail me a paper check ... all because Simple wants to review my account and not give me any access to it. All she kept telling me was that someone would reach out to me hopefully shortly. In the meantime, I have had numerous streaming services get canceled because they could not receive payment, I had a credit card payment rejected and am getting hounded with calls and emails about my rejected payment which I tried making on XX/XX/XXXX, and have incurred a late fee because it it which I should not be responsible for paying for Simple should as they froze my account without my authorization. The first of the month is right around the corner and I have bills due that I cant pay because of this. It could cause my credit scores to tank and I deserve access to MY money and have explanations in a TIMELY manner about what is going on. I have over {$5100.00} in this bank and I want access to my money! They are holding it hostage and not giving me any information other than saying they are sorry and understand my frustration ( not! )

Company response to consumer: Closed with explanation