Consumer complaint received 2020-02-26
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My whole issue revolves around how the Fraud Investigator at BBVA Check Fraud Claims Department treated me, the victim, like I was the one in the wrong. She judged me and made up her mind before even speaking with me! She had her finger pointing at me the entire time and made me feel helpless, like what I said wouldnt even matter! 
On XX/XX/2020 I responded to a message on XXXX from a buyer who was interested in purchasing an item from me. The buyer asked for me to email my mailing address and contact information and let me know that they were going to mail me a check for payment. XX/XX/2020 the buyer messaged me via text message to let me know that the check should be arriving soon and provided me a tracking number. I believe it wasnt until XX/XX/2020 until I actually received the check in the mail. I decided to deposit it via banking mobile app. Funds were not immediately deposited to my account and were placed on hold. In the meantime I received another message from the buyer asking if I deposited the check yet. I let them know that I did so, but the bank has the funds on hold until the check is verified. Shortly thereafter on XX/XX/2020 I noticed that both of my accounts were frozen. I called the bank and was told that it was due to fraudulent activity brought on by that check I deposited. I then messaged the buyer to let them know what was going on with my account and asked them if the check was fraudulent. The buyer informed me that it was not, and seemed as if they had no clue as to why my bank was having any issues with depositing it for me. Over the phone I spoke with the fraud department at the bank and she treated me like I was the one behind this fraudulent activity! I provided the bank with every piece of evidence that I had to prove my innocence and to help them catch this criminal so they can be punished for their crime! But the bank fraudulent investigator maintained an attitude, speaking over me the entire time, and made me feel like my bank was not on my side at all! I dont like to be made a liar when I know Im telling the truths, and thats exactly what this XXXX XXXX XXXX woman was insinuating! I asked to speak to a supervisor or someone above her because I was going to bring it to their attention of how she was treating me, but she told me they dont have higher authority and she was the end of the food chain? Well, she told me she would leave my other account open, but will have to close the account I deposited the check into. Also said she would keep a really close eye on me and if this happened again that would be it for me! Like Im some child trying to deposit fraudulent checks on purpose!! On top of that, she told me that she would be charging me {$25.00} for a return check fee! I have never heard of such thing in my life! A return check fee is typically charged if I were to write the check and it bounced, not the receiving partys fault or problem! How am I to know if the check is good or not, isnt that what the bank is for and why they dont actually release the funds until they verify that info?! I told the fraud investigator over the phone that I am the victim here! The bank still has both my accounts frozen and my other account ( not the one that I deposited the check into ) still has money in it! The bank stole my money and is treating me like XXXX on top of the bull that Im having to deal with thanks to this XXXX who has caused this whole headache! I dont know who else to turn to in order to make BBVA see that the way their fraudulent investigator employee had treated me and the way she had made me feel, but something has got to be done about this! I do not feel safe as a BBVA customers any longer, they are not dependable and a reliable bank when it comes to the customers safety and security! The employees at BBVA judged and labeled me before even speaking to me in regards to this transaction, giving me nothing but attitude the moment I said hello! Honestly, since they did that to me Ive been feeling confused and lost in my thoughts. Still trying to figure out what I did wrong as the victim in this whole thing?

BBVA needs to not charge me that return check fee of {$25.00} since I wasnt the one whom account is was drawn off of! Plus, I never actually received any of the funds because they were never released to me! Also, they need to unfreeze my account so I can have access to my remaining funds and account online. From the way the bank fraudulent investigator employee had made me feel by placing additional stress and anger on top of what stress Im already dealing with in regards to what this person ( whom sent me the check ) did to me, I feel like BBVA owes me compensation, plus more for the pain, suffering, the troubles, and wasted energy that their employee caused me! Every time I think about how I was treated by their employee, I begin to get angry inside, and it completely takes my positive mood away, which causes me to not be able to think straight and focus on the things that I am trying to accomplish for the day. All because of how unfair and degrading that bank employee was towards me, by making me feel like I have to defend myself when Im the victim here! Im not the one to want someone to lose their job, because I know the struggle, but this bank employee whom claims to be the top fraud investigator needs to be taught not just told that she cant go around making assumptions and placing blame on customers when we are just the victims who are just as confused, lost, and now needing guidance on what to do next! I mean I was more concerned about if our identities or personal information are being compromised now by the scammers that have taken advantage of our innocents! What about the account holders of the account that the check was drawn off of, do they know this activity has taken place? I mean, think about it from my, the customers, the victims stand point ... yes, close my accounts so that way the scammers can not compromise my accounts as well, but then transfer my information and funds to a entirely brand new account as to not cause any additional stress on the customer than what they have just began stressing out about when they werent able to access their banking funds that they worked hard to earn!

Company response to consumer: Closed with explanation