Consumer complaint received 2021-05-19
Company: BBVA FINANCIAL CORPORATION
State: AZ
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:
At the end of XX/XX/XXXX I ordered a BOGO deal ( buy one get one ) for a lamp from an ad on XXXX ( a company called XXXX, a.k.a. XXXX XXXX XXXX XXXX, XXXX, a.k.a. XXXX ) What I received was a bag of wires ( an LED strip light that only plugs in via usb ). I had used my BBVA Compass debit card to make the purchase. I immediately filed a dispute with BBVA Compass. A few weeks later I received a letter in the mail with steps I needed to complete and questions I had to answer along with their request for documentation proof. It was apparent that they sat on the letter and by the time I received it I only had a few days to complete everything. I did and everything was sent in. A few weeks later I received another letter from BBVA Compass stating that my claim had been denied. I called and called and called the number in the letter and got nowhere between being hung up on and rerouted. I then went to my local BBVA Compass branch here in XXXX, AZ and spoke with XXXX ( on XXXX ). At this time she was helpful. She tried calling the BBVA number in the letter herself and due to there being a time difference and it being a Friday she had no luck so she made a note to call again herself on Monday. I left thinking it would be somewhat handled or that I would at least have someone from BBVA Compass to help me. I called her at the bank and left her a couple voicemails during the following week to call me back and I heard nothing. I then went back to speak with her in person on XX/XX/XXXX. While I was in her office she tried calling the number in the letter again and it was finally figured out that the reason my claim was denied was that they ( BBVA Compass ) hadnt received the information in time. Not sure why as I sent it within the XXXX  day requirement. 

So, a new claim was opened that day ( on XX/XX/XXXX ). This time I immediately sent the same information and documentation to the same email I was previously given ( with a new claim number ). A couple of weeks later ( on XX/XX/XXXX ) a provisional credit of {$39.00} was put into my account while they investigate. 

Then, on XX/XX/XXXX I received another letter stating again that my claim had been denied and that they were again taking the {$39.00} from my account. Can they even do that??? I spent most of this morning ( XX/XX/XXXX ) trying yet again to call BBVA Compass to no avail. Between the rerouting and the hang ups. So, I just returned from my 3rd visit with XXXX at my local XXXX, AZ BBVA Compass branch. This time she was not as helpful. She did call the number in the letter again and amazingly got right through. Apparently she was told by the BBVA Compass customer service rep on the phone that the reason for THIS denial was that the SCAM MERCHANT REFUSED THE CHARGEBACK!!!! Gosh, I wonder why. They are scammers!!! It is all over XXXX. I also heard the person XXXX was talking to say that it was up to the branch if they want to refund me my {$39.00} directly. When I asked her about THAT she claims it was the person on the phone telling her that its up to you how you tell the customer this information '' ( because I clearly heard her ( the BBVA Compass representative on the phone at the number in the letter to call with any questions regarding the denied claim ) say its up to the branch themselves if they want to refund me the money. and when XXXX hung up I said something like what did she just tell you was up to you? and XXXX replied oh, she said it's up to me how I want to tell you this information, which is a lie ). I was then told that its MY FAULT for not knowing what I was purchasing. I argued that I was buying WHAT I THOUGHT was a bogo ( buy one get one ) lamp deal. How am I supposed to know ahead of time that Im going to be scammed???? I asked this and was told its up to me to do my due diligence. But thats the scam. They have really good reviews and comments because its all part of the scam!! 

Basically BBVA Compass does not promise to give their customers fraud protection. They do not help you when youve been inadvertently scammed. I asked about no liability fraud protection and she just sat there blinking at me. The issue here should be with the scammer on XXXX and it IS but then it also goes back to my poor excuse for a bank and how they SHOULD protect their customers should something like this happen, not be made to feel like it is their fault!!! 

I realize it's only {$39.00}. Trust me, I get it. I do not like the fact that I was denied my claim because a scammer didn't accept the chargeback!!! What is that??? And after the fact, I found a facebook page called " Who's scamming you '' and it is FULL of people that have been scammed by various fake pages for fake items they innocently thought they were buying and received either nothing or something entirely different, including many others who fell for the same lamp scam!! To tell me to my face as my bank that they aren't giving me my money back because the XXXX that took it doesn't want to give it back after scamming me is pathetic and something should be done about it so that others don't go through the same thing. 

Oh and as soon as this is solved, I will be closing my BBVA Compass account. They are literally the worst bank I have EVER dealt with. 


Please please help me get my money back and prove a point. So that these scammers don't win.

Company response to consumer: Closed with monetary relief