Consumer complaint received 2018-06-25
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
When I opened this account they altered my address. Then when I asked them to change it they said there system would not let them correct it because it abbrevated words which did not make since because the last postfix of the address was not abbreviated. This concerned me along with my cell phone carrier that somewho set up a fraudlent bill pay on my account without my authorization. I later found out that I was being switched off of my cell phone account and someone else was stealing my service. I requested a dispute of charges for carriers made out of my account due to this which also lead to my online bank account being compromised and the claim was denied. Then the bank altered my bank account agreement to terms and conditions that I did not agree too like allowing the United States Post Office to change my address on my consumer accounts. I am a victim to mail fraud and idenity theft and this is how my mail keeps being diverted and then the statements I recieve in the mail are the fraudlent ones and have been altered at times before in the past so that I would not be aware of account activity. The United States Post Office has refused to provide me with a chain of address so that I can find out were my accounts keep being diverted too. I did not agree or authorized this change or agreement and it is against consumer protections laws because of idenity theft and fraud issues even at the Post Office. Then one supervisor at the post office read the change the BBVA tried to do to my account and he said that is illegal and they can not alter consurmer accounts. But the bank would not remove their new terms and conditions on my account and then said I had the right to close the account so I did. When I asked to a letter for proof the account was closed they told me that their was no such document to provide me that my account status was closed. All banks are provided to give the consumer proof that their account is closed especially onces that agreements were added to the account after I opened the account that I did not agree too which lead me to close the account since I was told I had the right to close it if I did not agree. Additionally, I have also been a victim to telecommunication fraud with this account which is all the more reason that I needed proof this account was closed. Lastly, the account that I opened was a clearchoice checking account and the consumer are to recieve free checks. I was told by the banker at XXXX XXXX that the cheapest checks were {$33.00}. When the checks were delivered I noticed the address was wrong and then the new ones were ordered and were only {$16.00} the second time which made no sense to me why the dollar amounts were different. Then the banker told me he would credit back check order cost and the credit was actually a {$49.00} cash depost. When I asked the bank where the cash came from I was told it was just how XXXX showed credits on the consumer bank statements which makes no sense. When credits are reversed or credit back it is done electronically. The bank does not withdrawl money out of their valut and fill out a cash deposit form for mistakes. I also believe this lead to them obtaining a fraudlent signature from me and applying it to an external bank account when I signed to pick up my debit card and checks for XXXX which lead external account fraud that I was not aware of nor authorized regardless of the signuature on file because I was decieved that it was for my single account there.

Company response to consumer: Closed with explanation