Checking or savings account -- Managing an account -- Complaint #4375717
Complaint Overview
Complaint ID: 4375717
Company: BBVA Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Montana
ZIP Code: 59405
Date Received: 2021-05-13T12:00:00-05:00
Date Sent to Company: 2021-05-13T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
After the transition to BBVA from Simple, I've had to call support 8 times, sometimes being an hour and 3 minute wait before it just hangs up the call. My account had an error right on the day after the transition happened, a scheduled planned transition that I've expected adequate support staff and preparation. It has been a complete struggle with the app after finally getting in contact just to do something simple as just logging into my new account on BBVA and I really wanted to refuse a fee payment to move money out but was required to pay. If I would of known of this horrendous customer service in which the only way for a transferring user from Simple to BBVA is a phone call to get hung up on or can't hear you, I would of instantly already started to cancel on Simple awhile they were still online. BBVA has also never offered any updates to anyone via email to inform what to do to do this transition and the false information being mismatched from this supposed transition. I had to go online myself into XXXX to see what BBVA is doing, why my routing number was changed when both banks said it wouldn't change at all, and to just get messages about them also acknowledging issues with their support. The entire time I'm on hold, the call keeps repeating that this surge of wait time is about PPP loans when I outright know that's not the truth at all. BBVA should of been prepared for this transition and made their services not have this many issues for over 5 days and still having people complaining about getting hung up on customer service and really should inform all customers via email at all steps of the way to transferring from Simple to their bank.
Frequently Asked Questions
What is Complaint #4375717 about?
Complaint #4375717 was filed against BBVA Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-05-13T12:00:00-05:00.
How did BBVA Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against BBVA Financial Corporation?
Yes, visit the BBVA Financial Corporation company profile at readthecomplaint.com/company/bbva-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.