Consumer complaint received 2017-03-05
Company: BBVA FINANCIAL CORPORATION
State: OK
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On Tuesday, XXXX XXXX, I applied for a checking and savings accounts online with BBVA Compass Bank. I was accepted and asked to deposit {$25.00} for each account ( {$50.00} total ). The next day, I authorized BBVA Compass bank to withdraw the funds from my account. They withdrew the funds and verified this via email. In addition, I checked my account the verified that the funds had been withdrawn. Once that was completed, I was given the information to set up online. I did that by creating a user name and password. I was told that the funds would not be available for 2- 3 days and I would receive a debit card in 7-14 business days. Again, this communication was via email. I logged into my account via the web on Wednesday and Thursday. On Thursday, XXXX XXXX, I received an email stating that my user access had been disabled. There was no indication on the email as to why it had been disabled. However, the email stated that, " If you believe this change was made in error, or if you have further questions, please contact ... '' I contacted the number in the email 3 times. The first call was answered but I had been on hold for nearly 10 minutes before a representative answered the line. By that time, I had to go ( I was on a break at work ). I called in the afternoon and waited 30 minutes on hold before hanging up. Finally, later that day, I was able to speak with a representative. Her name was XXXX and I explained to her from the beginning that I did not have the account number. This was because this information was not given in an email ( I understand completely ) and I had not received any written documentation at the time. She said that was fine and she would be able to verify me in other ways. Which she did. Once that was completed, she placed me on hold and said that more documentation was needed. She told me what information was needed and where to email it. During this interaction, I began to feel as if I was getting the run around. The representative told me they had not received payment from me. I explained to her that her company sent emails stating they had received funds. In addition, the funds were taken from my account. I began to feel uneasy and told her I wanted to cancel the accounts and receive a refund. I asked to speak with a supervisor. She placed me on hold and said that a supervisor would call me back in 48 hours. I questioned this because it was Thursday evening. I asked her if they made calls on the weekends and she said they did. On Friday, XXXX XXXX, I emailed the required documentation to BBVA and requested that the accounts be closed and I receive a refund immediately. I later received an email from XXXX XXXX stating that they had received my information and that my information had been forwarded it to 'corporate investigations ' for review but my concerns have not been addressed by this bank ( why the online access was disable and why they show they had received no funds ). In closing, I want to close these accounts and I want my money returned.

Company response to consumer: Closed with monetary relief