Checking or savings account -- Managing an account -- Complaint #4369187

Complaint Overview

Complaint ID: 4369187

Company: BBVA Financial Corporation

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem accessing account

State: Michigan

ZIP Code: 48219

Date Received: 2021-05-11T12:00:00-05:00

Date Sent to Company: 2021-05-11T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/2021, BBVA absorbed its subsidiary Simple Bank. In the preceding months, BBVA assured me that the transition would be smooth, and that on XX/XX/XXXX I would be able to quickly set up online access to my account. That simply did not happen. On XX/XX/2021, I called both Simple and BBVA to try to set up a BBVA mobile account before the XX/XX/2021 hard transition. I was told by a representative of BBVA that Simple customers would not be able to set up a BBVA mobile and online portal before the XX/XX/XXXX switch. The representative also informed me that I would not be able to access my Simple account after XX/XX/2021 at XXXX XXXX On XX/XX/2021, I attempted to set up a BBVA mobile account, and received an error message. After repeatedly trying to set up the account, I called customer service. At this time I could not check by balance through BBVA or access my account through the Simple App, I seemingly had no way to access my account. On this call, the customer service rep stated that the issue was that BBVA had created 2 accounts for my bank account and that was what was causing the error. They assured me that the problem would be rectified by the afternoon. It wasn't. That afternoon I again attempted to create my BBVA account, and again I received an error message. I again called BBVA 's customer service line, and waited on hold for more than 30 minutes without an answer. I tried to create an account again later that evening without success. The next day I called BBVA at least 5 times, and waited on hold for more than 3 hours cumulatively. I tried different BBVA supplied customer service numbers. On one, I got a message notifying me that BBVA 's customer service line was closed until Monday. On another, a representative seemingly picked-up, claimed that they could not hear me XXXX before I even had the chance to say hello ), and then hung-up. Finally, I got through to a representative, who had to reset my account multiple times before I could finally gain access. As part of that process, I was informed that, in order to have the representative perform that action, my account would be locked for 24 hours for " security reasons '' and that I would not be able to make deposits or withdrawals from the account. While I now have access to the account, and, to my knowledge I have not incurred any fees or lost money as a result of this process, I wanted to submit a complaint due to the manner in which I've been treated by BBVA, and because I have seen reports of other former Simple customers that have been charged fees, or lost money as a result of this process.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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