Consumer complaint received 2021-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BBVA FINANCIAL CORPORATION
State: CA

Complaint narrative:
I am on SSI/Social Security since XXXX. They conduct an annual review. In XX/XX/XXXX S.S. informed me that an account at BBVA was opened in my name, and whoever did it deposited and withdrew {$5000.00}. This amount of money rendered me ineligible for benefits for a time period. I did not open this account, and I certainly did not withdraw the {$5000.00}. I contacted BBVA that same day and filed a report with the FTC that same day. I was told that someone from BBVA would contact me via email ( the procedure to resolve the issue involves sending true identification to the bank and an affidavit that can be used in court. I was aware of this and I anticipated an email that would provide contact with BBVA to submit the documentation ). BBVA never contacted me. I made follow up calls and I was repeatedly told that the account had been successfully reported as fraud and was under investigation. I thought this was strange because I wondered how they could conduct an investigation when I had not provided any documents. I followed up several more times and was always told the same thing. I informed the call center reps I had not received any follow up from BBVA but they assured me it was " under investigation. '' One year later, at the end of XXXX XXXX, again S.S. conducted their annual review. I updated them with what little info I had accumulated piece meal from my follow up calls to the call center. One month later I received notification from S.S. that they were going to begin deducting money from my benefits each moth to pay for the {$5000.00}. This was a fraudulent account and identity theft, but BBVA provided me absolutely no avenue to address the issue. Finally I was able to learn the name of the person who handled my account. Next follow up I made I learned her voice mail. I left urgent messages asking her to contact me via my P.O. Box. Instead, one week later she sent a random email that I was not expecting, I did not look for, and did not respond to. Finally I had to become aggressive and start calling the near by branches ( none are actually in my County or near where I live ) and demanding I have direct contact with a rep. She sent an email, which I was looking for, and we made contact. Since that time I have had to endure numerous tricks by BBVA to evade the issue. I have sent then a significant amount of documentation, and they have provided me with a few flimsy pieces of documentation stating they have closed he account ( I absolutely do NOT BELIEVE THEM ). This is not sufficient information to satisfy SS. that the account was never mine. I believe BBVA thought they could just close he account without conducting an investigation, and leave me to bear the financial consequences. I am entitled to specific information about the application to open the account, what identification they asked for to open the account, and the transaction history. I have submitted a request for this information via the internal confidential email system. They respond that I must submit the request in writing and they will respond in 30 days. After all the lies they have strung me along with, the delay tactics, the hoops I have had to jump through and the hurdles I have had to jump over, I absolutely do not believe or trust that BBVA has any genuine intention to provide me with documentation that will suffice for S.S. I will begin to suffer actual damages as a result of the ID Theft AND as a result of what I suspect is actual fraud committed by BBVA. I am afraid that the situation is once you have a problem with BBVA you will ALWAYS have a problem with them, and this is very scary.

Company response to consumer: Closed with explanation