Consumer complaint received 2016-12-23
Company: BBVA FINANCIAL CORPORATION
State: SC
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
During the end of XXXX XXXX, I attempted to use my debit card and was declined when it should not have been. Around the same time I received a call from a contractor that had been paid using XXXX XXXX advising that his bank had advised that if he deposited the check it would not clear. Number 1 that was extremely embarassing. I went to review the account and immediately noticed multiple charges from XXXX XXXX, SC a place that I had not traveled to since XXXX. Immediately alarmed, and having used the online dispute request prior, I thought the easiest thing would be to submit the account there. I quickly did the charges that stood out immediately but still concerned why I could not use my card I attempted to contact the bank unsucessfully. I sent messages through online banking which took days for response and very generic response. Go to branch and provide id. I would respond back, nearest branch XXXX hours away what are other options and what exactly am I going into the bank for. Finally got answer of where I could fax and scan and email a copy of my license to. I received no response as to whether it was acceptable or not. I continued to message and get generic responses. Day by day my frustration rose, and the complete and total lack of communication by the bank fueled XXXX frustration and helplessness. I backed off a few days and cooled off. I felt like when I called I spent extreme amounts of wasted time being bounced from department to department with no accountablity or information. Panic confused if I could not 100 % verify and recognize the transaction I submitted a dispute stating that I did not recognize and that I be provided further verification and information. I submitted it online and even stated that out of an abundance of caution that I was disputig. I no longer have access to online banking but I will say my messages were less than pleasant and still no response from bank other than the disputes show. Credit issued but account frozen. After calling local branch that was XXXX hours and speaking to a branch location to see if they could even help me since that was the one and only answer I could get from customer service was go to branch. It was not until I filed with Consumer Financial Protection that I was given detailed info. It was horrible trying to finally reach the one person in your whole organization that could help me. Once I did, oh my XXXX, I would have felt better after the call, if she had taken a XXXX it into a XXXX pieces and XXXX. At the end of the day, no matter how XXXX I am, and how many XXXX I may have, I dont care if I am XXXX. I am currently your customer and you have an obligation to help me. I am sorry that I choose to put the proceeds from the sale of my house into your bank. Even if my transfer to XXXX had gone through I sure to XXXX I had chosen a more customer driven organization and not relied on the award winning technology. Your bank has a disconnect from the technology to the people. After I hung up the phone it hit me that she mentioned mailing info to the XXXX address. Wait wait wait a minute. I havent lived at that address in 10 years. I called back and must have left XXXX messages to her and the lady at corporate security saying hold up that brings up a bunch of other questions. In the response to my first complaint Im told that they have tried to contact me and Im ignoring you. What a bad boy I am and I must be the XXXX and destroyed is how response comes across. Guest what you have been left voice mails, faxed online messages asking you correct the info that you have incorrect. I am finally told today we cant update the info while your account frozen. Dumb, dumb, dumb. How can u say you contacted me when you know your sending it wrong

Company response to consumer: Closed with explanation