Consumer complaint received 2020-10-26
Company: BBVA FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020, I went into an XXXX XXXX XXXX XXXX XXXX store and purchased a privacy screen for my computer for {$25.00}. What was explained to me is that the way their system is set up, they capture the buyer 's information such as name, address, phone number, card information and they finished the sale. This was a one time sale, NOT an ongoing purchase, lease, rental, etc. 
On XX/XX/2020, months after I made the one time purchase at the XXXX XXXX XXXX XXXX XXXX. I received a notification that {$160.00} and {$130.00} was auto drafted from my debit card by XXXX XXXX XXXX XXXX XXXX. This was NOT authorized, first and foremost, the was NOT set up as a recurring auto draft or sustaining payment. This was an unauthorized charge against my account, one where there was NO reason other than the negligence of the financial institution that allowed it to go through. I called Simple bank and inquired why | how this happened. I was told that since the merchant had been somewhere I shopped before there was no reason to think this was unauthorized so the charge was allowed. I immediately disputed the charges. The agent put in my dispute but unbeknownst to me, stated that I was aware of this charge
and that it was the wrong amount. Again, this was XX/XX/2020. 
Approximately 14 days later, I called to check the status and was told that the disputed was entered as previously described. I became upset because I told the agent that is NOT what was said and that I wanted to speak to a supervisor in hopes of getting this cleared up. I was told supervisors do NOT rake calls from customers. I was really upset now because I had no idea what type of company I was dealing with that supervisors did NOT handle the needs of their customers. The agent advised that she put in the dispute as fraudulent this time and that would be handled as priority.

I have called several times since then to get an update and I am told the same thing each time, 'they 're working on it '. 
It is now XX/XX/2020 and I still have no answer nor have my funds been replaced. I have contacted an attorney that says I should do what I doing now because this would be less expensive and has been proven to be a good course of action. Also, there is NO address for the bank location. It's a partner

of BBVA so that is all we have to go on.However, BBVA does NOT handle the Simple Bank customers. Again, why my attorney feels this is a good start. I have only ever had to dispute on charge with my " real '' financial institution before and it took less than a week to have my funds replaced. I feel like this company is a fraud and wants to take it's customer 's money. I feel as if they are not competent in handling financial needs of consumers. I opened this account so I could transfer money to my underage son when he needed money. This was an easy, fee-less way of doing what I needed to do. However, after this experience, I
added my son to my XXXX  XXXX XXXX account and they helped me set it up so that he can have a card and not go over and things like that. I feel that Simple bank owes me my money as I have proven that the charge was fraudulent, especially when according to my transaction history, it shows no other contact with
XXXX XXXX XXXX XXXX XXXXuntil the funds were fraudulently taken. I know people sometimes can't get traditional bank accounts because of many reasons and that the new internet bank accounts are popping up as an alternative. However, I would strongly urge a consumer NOT
to use Simple Bank. They have no REAL address only an 888- customer service number. They say they are a partner of BBVA, however BBVA doesn't have a direct address for them either. NOT a very secure way of banking.

Company response to consumer: Closed with explanation