Consumer complaint received 2018-01-24
Company: BBVA FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I would like to know why did BBVA compass bank after my wife lost her purse froze our checking account. After a month we were told that we would need to a new checking account due to our froze checking account needed to be closed for our protection. So we did as they suggested and opened another checking account with BBVA. My direct deposit was still linked to the frozen account. I informed the bank that the filing period to change my direct deposit would take effect after 15days. I was informed that since the account was closed that any fund would be rejected and I would need to communicate with my employer. I get paid twice a month on the XXXX and XXXX. I made aware the situation to my payroll department. Payday came and the closed account that was to reject any transactions due to it being close processed my direct deposit into the frozen account that was stated would be close. I received to processed through I thought the account was closed. I was transfer to a supervisor in the fraud department who explained that the deposit was processed due to the account was not closed but in frozen status and would remain frozen for a couple day to monitor any fraudulent activity. Approximately {$1500.00} was deposited into the frozen account. I was told out of the {$1500.00} {$700.00} dollars would be transfer to my new checking account. I was told that I was previously provided with a provisional credit and the the investigation found the transaction to be valid. I Provide the Supervisor at the local Bbva branch the copies of the receipts along with the dispute forms that the branch would submit it to the disputes department. I was not given any documentation where the other half of my direct deposit transaction. I was inform via phone that I would need to contact a subset department within the fraud department if I wanted to transfer the remaining {$750.00} to the new checking account. 
Why was I told that my account was closed and incoming transaction would be rejected when the account was still open and allowed to process my direct deposit. 
Why wasnt I given notification that the dispute was not in my favor and what happened to the document submitted to the supervisor at the branch that validates the transaction to be fraudulent. 

Fifteen days later I was using my application of BBVA after checking my balance on my new account I receive a error message prompting to contact BBVA.

I was told that my account was close and I would receive a letter in the mail with the details of the BBVA decision.

I called around 100 times for clarification with regards to my direct deposit in the amount of {$1500.00} and was my account closed. BBVA directed me to the fraud department. After calling over 100 times I was directed to a Supervisor that provided little to no explanation only responding that In a couple days I would receive a letter with details explaining of why BBVA closed my accounts. After speaking with this supervisor and basically begging him to explain how I am not allowed to withdraw my money. Two days passed and 100 calls latter the same supervisor informed me that he contacted my local branch to process my final withdrawal and I was told the the account would be closed after the transaction on XXXX XXXX, 2017. At the branch I was meet with the supervisor who said that she could only process the withdrawal. She did not give me copies of my previous statement which I requested. Instead I was told by the supervisor that since I was no longer a customer that I have no business there. I was required to sign my withdrawal and I was told the this withdrawal would confirm the account would be closed at the conclusion of my withdrawal. BUT the account is remain open with out our knowledge and we continue to received letter that our dispute cases where found to be in our favor. But the $ amount that was disputed wasnt refunded to us!. Out of 4 letters received only 1 check was given in the amount of 50 $ we are still missing the other 3! .we try to communicate again and the Branch SUPERVISOR was very upset and have told me why are you keep calling here? .. not providing anything other than ignoring my calls..

Company response to consumer: Closed with monetary relief