Consumer complaint received 2018-11-02
Company: BBVA FINANCIAL CORPORATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I deposited a check for {$1800.00} at BBVA Compass on XX/XX/2018. I went into the bank on XX/XX/2018 and spoke with the bank teller XXXX ( last name unknown ). I asked him about the deposit and notified XXXX that it was a check I received in the mail for a XXXX mystery shop assignment. ( I told him I was asked to buy three {$500.00} XXXX gift cards with the funds ). I let him know that I was in the process of selling my home and buying another and did not want anything to go wrong like a bad check on my credit or anything. I want to make sure that the check was/is good. He asked me to hold on while he ran a couple verification things for it and typed on the keyboard. He told me that they have received other checks that are exactly the same and they cleared. I reiterated that I was unsure of the validity of this check. He said it was fine and I pulled out {$1500.00}. I logged in to my account on XX/XX/2018 and it was negative $ -XXXX plus a return check fee of {$15.00}. I went into the bank on XX/XX/2018 to see why my account was negative and XXXX XXXX said because of that check. She gave me the toll free number for the bank and told me to start there. I asked to speak to her supervisor. I spoke with XXXX XXXX and he told me it was my fault and there was not anything they can do for me. On XX/XX/2018 XXXX XXXX ( co-owner of the account ) and myself went to BBVA Compass and spoke with XXXX XXXX and bank manager XXXX XXXX. They told us there wasnt anything the bank can do for us. XXXX XXXX instructed us to file a police report. XXXX XXXX claims that his teller did everything he was supposed to do and I was the one at fault. He told me that I never told the bank teller XXXX, that I received the check through the mail and that I was instructed to purchase XXXX gift cards with the funds. When in fact, XXXX and I had quite a long conversation about the situation at hand because that was the whole reason I went into the bank to begin with I wanted to talk to somebody about that check. On XX/XX/2018 I went to the XXXX XXXX Police Department to see what my options were. The clerk took my information and stated that an officer would call me shortly. Later that afternoon Officer XXXX called me and was in disbelief that the bank refused to take accountability for this wrong doing. He instructed me to call the bank again and demand the corporate phone number and notify them. He said to let them know that I will take this to the media. If still nothing is done about this matter, to call him back to file a police report. On XX/XX/2018 I went back to the bank to get the last statement showing the bad check and a copy of the check and stated to XXXX XXXX, so I could go to the media since they dont want to rectify the situation at all. XXXX XXXX said to me, go ahead, you can do that. I have never dealt with such rude management, especially at a bank. I asked Officer XXXX why this instead of filing a police report. Officer XXXX suggested I go that route instead of filing a police report because If I file a police report it would have to be on the teller of the bank XXXX personally, not the bank for employee policies. On XX/XX/2018 at XXXX XXXX  I talked to a BBVA customer service representative named XXXX. Badge # XXXX by calling the customer service number on the back of the debit card, XXXX. We spoke about the deposited check and I asked to speak with her supervisor. She said that he was tied up with another customer but she would take my phone number and have him call me back. He never called me back but XXXX did. I have the voicemail saved but I can barely understand what she is saying in it. I believe she says something about the owner of the check putting a stop payment on the check and that is why there is a {$15.00} fee on my account for the returned check, and that was it.

Company response to consumer: Closed with explanation