Consumer complaint received 2020-04-19
Company: BBVA FINANCIAL CORPORATION
State: OK
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I opened an account with Simple Bank on or around XX/XX/2019. To transfer funds into this account, I initiated an electronic transfer from my XXXX XXXX XXXX  account. After verifying electronic deposits ( appears to be standard procedure ) Simple Bank approved the transaction and I was able to transfer {$20000.00} into Simple Bank via electronic transfer from my XXXX XXXX XXXX  account. 
Last week, XX/XX/2019 or thereabouts I wanted to withdraw funds from Simple Bank into my XXXX XXXX XXXX  ( the same bank and account used above ). After 2-3 days I noticed that this had not occurred and there was no history of this transaction on my Simple Bank account. In addition, there was absolutely no communication from Simple bank regarding this transaction, so I called them. They informed me that " external transfers were blocked pending me providing them a set of documents ( please see below ). They said they had notified me about this on XX/XX/2019. I do not recall nor do I have any communication from Simple bank that my account was blocked from any external transfer pending me providing them additional documentation. There is indeed a notice on my account 's support tab regarding this issue but the fact that they had issued such a notice was never communicated to me via email, written mail or phone call or text! Who in the right mind would prefer to look at support messages unless one is directed to it, via simple communication! 
So, I requested them to close the account and send me the entire balance of {$20000.00}. They refuse to that as well unless I provide them all of the following documents from XXXX XXXX, the external account. 
-The most recent bank statement - Account verification bank letter ( include the bank reps phone number! ) - Online banking screenshot - Voided check. 

I can not provide a voided check because I do not have a checking account with XXXX XXXX. They need Account verification bank letter ( include the bank reps phone number! ) including the exclamation mark, for which I have to go through the difficult process of contacting XXXX XXXX XXXX   and explaining my situation to them! This will also take same more time. 
So now, I can not close my account nor initiate electronic transfers out of this Simple bank. This is happening right at this time when I need this money the most. I do not understand why they need information of my external bank, in this case, XXXX XXXX XXXX  when I am simply requesting them to close the account and send me the proceeds by postal mail? I do not understand how they could easily take money electronically from the same account that I am requesting them to transfer money back into? They are holding onto my money under the garb of unfair policies that they never explained or provided in a very clear, precise, transparentt manner at the time of setting up the account. 
Please help me get my money back! 
I also request you to investigate this bank and help the public by disseminating information about this bank and provide transparency of this bank processes with regard to closing account and transferring your own money out. I am quite sure I am not the only one who has falling prey to this banks tactics. 
Sincerely XXXX XXXX

Company response to consumer: Closed with explanation