Consumer complaint received 2020-10-20
Company: BBVA FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XX/XX/XXXXDear Consumer Finance Protection Bureau : XXXX XXXX has not replied to me or resolved my below email complaint against BBVA/simple.com bank therefore I am now forwarding this complaint to you. 

Re : BBVA Client Care Solutions Ref : XXXX XX/XX/XXXX at XXXX XXXX   PrintRaw message 12 XXXX To : XXXX XXXX XXXX 6 Files730.4kBDownload All Preview JPG671kB Image ( 7 ) .jpg Download XXXX Simple Bank Statement XXXX Download XXXX Simple Bank Statement XXXX ( XXXX ) .pdf Download XXXX Simple Bank Statement XXXX Download XXXX Simple Bank Statement XXXX Download XXXX Simple Bank Statement XXXX ( XXXX ) .pdf Download XXXX Below is letter I am ready to send to the banking regulatory authorities if i do not hear from you by Monday XXXX. 

Here is my complaint against BBVA bank also doing business online as simple.com. I would ask that you impose fines against them if they continue to refuse to pay to me the following correct amount of interest. They also hung up the phone several times when I called them to ask them to email to me a detailed explanation as to how they calculated the interest amount. 

On XX/XX/XXXX I deposited {$12000.00} to open a new account on simple.com ... account # XXXX On XX/XX/XXXX simple deposited a {$250.00} promotional new account bonus into that account. 
On XX/XX/XXXX I did a {$12000.00} withdraw out of my simple.com account by way of ACH to another bank Attached to this complaint is an email on the simple.com support page dated XX/XX/XXXX that says simple would pay me 2.15 % beginning from the date that I transfer money into the " Protected Goals Checking Account ''. That email says there is no " time limit for earning 2.15 % interest '' in the goals account therefore I am entitled to that 2.15 % rate for as long as I kept money in that goals account. The attached XX/XX/XXXX statement shows I transfered {$12000.00} into the protected goals account on XX/XX/XXXX.  Total interest at 2.15 % for 287 days from XX/XX/XXXX to XX/XX/XXXX in that goals account on {$12000.00} equals {$200.00}. 

Therefore {$12000.00} opening deposit plus {$250.00} promo bonus plus {$200.00} interest equals {$12000.00} less {$12000.00} ACH withdraw on XX/XX/XXXX equals {$59.00} balance which is about the amount simple owed to me when I closed the account in XX/XX/XXXX but simple only paid to me {$4.00} [ on a BBVA check ] [ see attached XX/XX/XXXX statement for goals account closure ] therefore simple/BBVA still owes me about {$55.00}. 


XXXX XXXX phone XXXX XXXX XXXX On Thursday, XX/XX/2020, XXXX XXXX PDT , XXXX XXXX XXXX wrote XXXX Hello Mr. XXXX, We are reaching out to you regarding an issue you reported which is currently being tracked with the ticket number referenced above. Our attempts to reach you by phone have not been successful and we would like to speak with you directly to resolve your issue.

We have received an escalation in regards to your Simple account. I reached out to our Simple Representative and was advised that they had called and left you a message.

If you have further questions regarding this matter, please contact me  directly at your earliest convenience. I can be reached at XXXX Monday Friday XXXX XXXX- XXXX XXXX MST. Or you can respond to this email as well. 



We truly value your relationship with BBVA and are committed to improving your banking experience. 



Sincerely, XXXX Due to current events you may experience longer than normal wait times when calling our customer service group at XXXX-XX/XX/XXXX. We recommend utilizing our secure message system available to you through the Assistance Center on both online banking and the mobile app. Someone will be able to assist you directly through that system for most common issues you may experience. 

-- To learn more about the personal information we collect and how we may use such information, please visit www.bbvausa.com/policy/ccpa. 
BBVA | Creating Opportunities XXXX XXXX Client Care Solutions - Client Care Analyst II Tel. XXXX XXXX Mailing Address XXXX XXXX XXXX, XXXX, AZ XXXX l XXXX Actions

Company response to consumer: Closed with explanation