Consumer complaint received 2020-04-17
Company: BBVA FINANCIAL CORPORATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hi Im XXXX XXXX XXXX and between the XXXX and XXXX of XX/XX/2020 I deposited {$2900.00} to my BBVA account. The reason for this deposit is because I had a baby shower on XX/XX/XXXX and I needed to purchase supplies from a vendor using my routing and account number because they did not accept credit or debit cards for payment. My wife to be, ended up funding the baby shower so I left the money in my BBVA account alone. On XX/XX/XXXX I noticed my wallet, identification, and cards were missing so I started to get worried calling around making sure no one gained access to any of my accounts. I called BBVA and was advised that literally ALL of my money was wiped from my account. I started crying but was quickly assured that my money would be back in my account once a claim was initiated. On the same day I was provided with a provisional for only {$120.00} for the non ATM transactions that were fraud. Then on the XXXX business day my claim for almost {$3000.00} in ATM withdrawals was denied?! On XX/XX/XXXX I spoke with a very rude representative that made it her point to talk over me and when I told her she was m doing so, she verbatim said well maybe you should just listen to me and you wouldnt have to worry about that .... WOW! This is what you guys teach in training class? This call was made on XX/XX/XXXX and started at XXXX Arizona time. After making her point to be rude the entire call, she said my claim was denied because of wait for it.. CIRCUMSTANTIAL EVIDENCE!! She claimed that it was denied because the money was taken out the next day after I deposited the money which was a lie, it was actually 3 days after. Then she said that the ATMS used were ATMS that I used before, which was also a lie because if I remember right Ive never done business with any of the ATMS that were used in this fraud. I know this because when I filed the claim I was given the cross streets to these ATMS. Then when I mentioned why didnt you guys use ATM surveillance to prove this was not me, she goes on to say BBVA doesnt have the right to pull the footage when almost three of the ATM withdrawals happened at a BBVA ATM!! How can a bank not pull their own surveillance?!?!?! Then she said that almost the exact amount was taken out of my account with out the fraudster trying to take out more and I rebuttaled that, because the receipts clearly say the ACCOUNT BALANCE after an ATM transaction and if the person guessed my pin, they could have easily accessed the account balance with a balance inquiry or just by looking at the receipt?! DUH!! ... I dont know too many ATMS that will let you withdraw at a XXXX balance at least I never tried because I never get my self in hard times! Im good with my money! She then says most fraudster at least attempt to? So because the dummy didnt try to withdraw money at a XXXX BALANCE its my fault? Omg the training of these investigators are amazing!! She then said she was ending the call because there is nothing BBVA can do for me and that she has enough evidence to prove I took the money out??? How??? She basically is telling me if someone has money taken out their account fraudulently right after a deposit then its the claimants fault? Im not in the business of tips and tricks! I have a nice paying job with XXXX even during this Covid-19 crisis and find it very embarrassing that Im being treated like the suspect in my OWN ACCOUNT FRAUD? I literally hung up and started crying because I thought I would never get my money back so Im writing to BBVA and the CFPB to see if there is anything anyone can do. I know per regulation E and D there was so many violations which need to be addressed and all I want is my {$3000.00} back in my account immediately and for my own bank to stop accusing me especially over circumstantial evidence!!!

Company response to consumer: Closed with monetary relief