Consumer complaint received 2018-08-31
Company: BBVA FINANCIAL CORPORATION
State: AL
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/2018 My daughter went to the local XXXX XXXX. She made a purchase of gas at the pump for {$11.00} with my debit card. Later that evening around around XXXX XXXX. I looked at my account and noticed that there was a charge for {$99.00} I knew she did not make a purchase of gas for this amount because her car will not hold that amount of gas. I called her to see the exact amount she got and she said she only got eleven dollars and some change because her car was almost on full. I immediately called Compass BBVA customer service and informed them. The customer Service department transferred me over the dispute department to submit and unauthorized claim dispute in which i did. The representative asked me if i had the receipt i informed her that i did not think she did that the gas was paid at the pump and we normally don't get receipt and sometimes it doesn't event print out a receipt when selected. She stated that if she did get one to email it. I asked how long it would take she told me that it usually take 10 days and that they would call me to notify me of the results. She also asked if i had spoken with the station i told her no that i was not in town at the moment but would call them. I did call and some man answered the phone i tried to explain to him what had happen but he did not speak English well and i was not sure what he was saying the only thing i could understand was that the bank would give me my money back in two or three days. The next business day which was Monday i went down to XXXX and spoke with the manager who was there, which was XXXX. I explained to XXXX what happen. XXXX told me that the bank put a hold on my card when you pay at the pump then release it. She told me to give it until Wednesday and then if it had not put the money back into my account then to come let her know and they would see what they could do. Wednesday came and i notice that on my account the cost for the actual amount of gas that my daughter had purchased had been charged to my account which was {$11.00} but the {$99.00} was not returned to my account. So I went back to the XXXX  and spoke with XXXX again. I explained to XXXX that my account was charged the actual purchase amount but the {$99.00} was not placed back into my account. She then stated that they needed documentation from the bank. I told her I can show you this on my mobile banking and I did. Once I showed her this and she saw the charges and that the money had not been returned and that there was nothing pending she stated she needed a statement form the bank saying there was nothing pending. I told her I would just make a dispute with the bank and let them handle it because I was not going to hand over my bank information to them after being overcharged. I called the bank that day and told them all that had happened and asked them if they had my money on hold or was it the XXXX. That someone is not telling the truth and someone took my money. The bank assured me that it was not the bank and that they would resolve the issue. After 2 weeks of waiting and no call from them on the decision of replacing my money I called them today. The told me that my Unauthorized use claim had been denied because I didn't have a receipt which I told them the very first day that I did not have a receipt. I decided to go to the local branch and speak with a financial officer which turned out to be the manager. I explained to him what happen he pulled up my account and reviewed it as I explained to him what happen. When I told him I allowed my daughter to purchase the gas for her car using my card. He stated that because I let her use my card or as he called it lent her my card that was the reason it was denied. I told him if that was the case then every parent with a child will be denied unauthorized use charged because no just gives their child cash money to loose or to be robbed for. So which is the truth I will never know because they have been lying from the start. I also really can not understand why I would need a receipt because she used my bankcard and it tells the time, date and place the card was used. I don't have a receipt, many people don't get receipts at the gas pumps and most gas pumps when you ask for a receipt it will not print. As their customer I was supposed to be protected from unauthorized charges on my account. I have been a customer with this back for over 10 years and they are going believe a merchant who took my money without authorization because I can't produce a receipt for gas at a pump where most people never get a receipt. Compass bank is really not what it used to be. I work hard for the money and I don't have to lie to get money. I work for everything I get. When someone or a business does this you expect your bank to protect you from fraud as the so boldly boast about in the commercials. This bank is asking me for proof they already have. I don't know if the bank has my money or the merchant but either way this bank should have protected me from this unauthorized charge with or without a receipt. And to the suggestion that the bank manager made suggesting that my daughter spent {$100.00} at a XXXX XXXX is shameful. My account is my receipt. BBVA Compass reputation will proceed them by word of mouth and Social Media.

Company response to consumer: Closed with monetary relief