Consumer complaint received 2021-06-16
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
ON XX/XX/XXXX WENT TO XXXX XXXX XXXX XXXX TX XXXX BRANCH OF BBVA TO MAKE A DEPOSIT, TELLER MAKES AN ORDEAL OF THE DEPOSIT. FIRST TOLD OH YOU SHOULD TAKE THIS TO THE BANK IT WAS WRITTEN ON TO CASH IT SINCE IT IS LARGE AMOUNT AND SHE WOULD NEED TO PUT A HOLD ON IT IN REFERENCE TO THE DEPOSIT. I ADVISED IT WAS PAYROLL AND SHOWED HER THE CHECK STUB AND THAT I HAVE AN ACCOUNT THERE AND I SHOULD NOT BE DIRECTED TO GO TO BANK CHECK WAS WRITTEN ON TO CASH IT JUST TO DEPOSIT IN MY ACCOUNT THERE. GOES ON TO SAY SHE HAS OPTION FOR HER TO PLACE A HOLD ON THE FUNDS BEING DEPOSITED IF I HAVE HISTORY OF TRANSACTIONS FROM THE COMPANY. TOLD HER OK LOOK IT UP IN HISTORY, SHE BEING ANNOYED BARELEY LOOKED AND SAID CANT FIND ANYTHING I FOUND TRANSACTION ON PHONE APP LESS THAN A MINUTE. I WAS NOT ASKING FOR ANY CASH BACK JUST A DEPOSIT. WHEN ASKED WHY THIS WAS DONE SHE EXPRESSED SYSTEM IS GIVING HER THE OPTION TO HOLD OR NOT WHEN IT WAS A PAYROLL CHECK SHOWING HER THE PAYSTUB OUT OF {$8600.00} DEPOSIT {$220.00} WAS MADE AVAILABLE. I ASKED TO SPEAK WITH MANAGER WHO WAS XXXX XXXX XXXX i TOLD HER ABOUT THE OCCURENCE AND THAT IT FELT AS THOUGH I WAS BEING TREATED DIFFERENTLY THAN OTHERS AND ASKED WHAT ABOUT MY ACCOUNT AND HISTORY WAS IT THAT WAS CAUSING A FLAG OR HOLD. WITHOUT LOOKING AT THE ACCOUNT SHE JUST GAVE GENERAL STATEMENT AS WE PLACE HOLDS AS THE SYSTEM TELLS US TO ADVISED TELLER SAID IT WAS AN OPTION AT HER DISCRETION AND WHY WOULD THE OPTION BE TO HOLD INSTEAD OF VERIFYING CHECK AND FUNDS IF THERE WAS SUSPICION. SHE STATED WE DON'T VERIFY CHECKS OR THE BANK WRITTEN ON WOULDN'T BUT THEY NEVER ATTEMPTED TO DO SO. ASKED AGAIN WILL YOU LOOK AT MY ACCOUNT AND LET ME KNOW WHAT IS SUSPICIOUS ABOUT ME AND MY ACCOUNT SHE STATED I COULD BE PASSING A FRAUDULENT CHECK AS A REASON. OK WHAT GIVES YOU THE IMPRESSION THAT I AM COMMITING FRAUD IS IT MY RACE.. SHE THEN SLAMS HER HANDS ON THE DESK STOOD UP AND TOLD ME SHE WAS OFFENED AND THAT SHE IS GOING TO CLOSE MY ACCOUNT AND FOR ME TO LEAVE THE BANK. STILL SITTING I CALMY STATED THAT YOU ARE GETTING UPSET BECAUSE I MADE A POINT THAT I FEEL AS THOUGH I AM BEING DISCRIMINATED AGAINST BASED ON MY RACE AND YOU ARE THE ONE THAT IS UPSET AND OFFENDED, SHOULDN'T I BE THE ONE THAT IS UPSET AND OFFENDED. I ASKED FOR THE GENERAL MANAGER OR REGIONAL MANAGER 'S PHONE OR EMAIL ADDRESS SHE GAVE ME HER BUSINESS CARD NOT ANY INFO ON HER MANAGER AND THE 800 LINE FOR CUST. SERV. I LEFT CALLED AND PLACED COMPLAINT WITH XXXX XXXX XXXX. ID NUMBER XXXX. I WAS TOLD I WOULD BE GETTING A CALL OR CORRESPONDENCE IN 1-2 BUS. DAYS.. NO CONTACT. XX/XX/XXXX CARD DECLINED ON RETAIL PURCHASE CHECKED ACCOUNT ALL FUNDS HAD BEEN REMOVED FROM ACCOUNT.. CALLED IN XXXX WAS TOLD MY ACCOUNT WAS FROZEN FRAUD DEPT. NO NOTES ON FILE ... DEPT CLOSED CALL MONDAY.. XX/XX/XXXX CALLED NO ONE HAD ANY INFO OR SAW ANY FRAUD ACTIVITY NO REASON WHY ACCOUNT FUNDS REMOVED WOULD NEED TO SPEAK TO FRAUD DEPT.. TRANSFERRED NO RESULT GIVEN RUN AROUND SPOKE TO BRANCH ACCT OPENED REP THERE SAID ACCT WAS CLOSED REPORTED FRAUD BY XXXX XXXX NOTHING NOTATED IN FILE THAT ANYONE COULD SEE AS TO WHY AND WHAT WAS GOING ON AND A CHECK WOULD BE MAILED. ADVISED UNACCEPTABLE FUNDS NEED TO BE PROVIDED SINCE SOMEONE I MADE A COMPLAINT ABOUT HAS WENT INTO MY ACCOUNT AS A PUNISHMENT TO ME FOR EXPRESING DISCRIMINATORY BEHAVIOR BY THE EMPLOYEES AS RETALIATION. XX/XX/XXXX XXXX XXXX CALLED XXXX XXXX AND EMAIL SAYING SHE IS WORKING COMPLAINT CALL BACK AND EMAILED BACK NO RESPONSE OR RETURN CALL. SINCE THIS HAS TRANSPIRED BBVA HAS REPORTED FALSE INFORMATION TO XXXX XXXX XXXX XXXX REGARDING MY ACCOUNT HISTORY CAUSING FURTHER DEFAMATION OF MY CHARACTER RESULTING IN DECLINATIONS FROM OTHER BANKING INSTITUTIONS DECLINING TO OPEN ACCOUNTS. THE BBVA ACCOUNT WHICH I HAVE HAD FOR YEARS WITH NO NSF, OVERDRAFTS OR RETURNED ITEMS IS BEING REPORTED TO THIS SYSTEM GIVING NEGATIVE RATING BASED ON THIS ACCOUNT AND THE ACTIVITY. THAT WAS DONE AND UNDOCUMENTED AS I WAS TOLD BY XXXX XXXX WHO WAS RETAILIATING FOR ME MAKING COMPLAINT OF DISCRIMINATION. I HAVE YET TO RECEIVED ANY NOTIFICATION, LETTER OR ANY CORRESPONDENCE FROM BBVA REGARDING THE ACTIONS TAKEN BY XXXX XXXX, WHY SHE WAS ABLE TO MARK ACCOUNT AS FRAUDULENT, CLOSE IT OR ANYTHING FOR THAT MATTER AS TO MY FUNDS BEING FROZEN AND HAD IT NOT BEEN FOR ME CALLING AND BEIGN PERSISITENT MY FUNDS WOULD HAVE BEEN IN LIMBO WAITING FOR A SUPPOSED MAILING OF THE FUNDS IN BOTH MY PERSONAL AND BUSINESS ACCOUNT THAT WAS HELD AT THAT BANKING INSTITUTION How can your complaint be satisfactorily addressed? 
1. REMOVE ERRONEOUS REPORTING OF INFORMATION PROVIDED TO XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX XXXX/CONSUMER 2. ANY AND ALL REGULATORY ACTIONS THAT APPLY TO THIS SITUATION AND INDIVIDUAL FOR TAKING OUT PERSONAL ANGST AND RETALIATION FOR THAT ACTIONS THAT SURELY VIOLATED BANK POLICY AND FICTICIOUS SARS REPORTING OF ACCOUNT BECASUE SHE WAS UPSET THAT I WAS DISCRIMINATED AGAINST AND CALLED HER OUT ON IT. REINSTATE ACCOUNTS

Company response to consumer: Closed with explanation