Checking or savings account -- Closing an account -- Complaint #4378437

Complaint Overview

Complaint ID: 4378437

Company: BBVA Financial Corporation

Product: Checking or savings account

Sub-Product: Checking account

Issue: Closing an account

Sub-Issue: Can't close your account

State: California

ZIP Code: 957XX

Date Received: 2021-05-14T12:00:00-05:00

Date Sent to Company: 2021-05-14T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I receive Social Security/SSI benefits. In XXXX of XXXX, the SS Admin. notified me that a bank account at BBVA ( and also USA Bank ) was opened in my name, and someone deposited $ XXXXSocial Security considers this to be my money and it is not. I did not open this account and I had no access to it. The money was apparently withdrawn, but the account was left open. I immediately notified BBVA, the FTC, the IRS, and the local Sheriff Dept. I was told by BBVA customer representative that the account was successfully reported as fraud, and frozen. The rep told me I would receive some documents via email for me to submit to verify my identity. I never did receive anything from BBVA until XXXX, XXXX, ONE YEAR LATER. The email came randomly and I was not expecting it. It was one week after I left urgent emails to the person handling my account, and I specifically asked her to send whatever documents were needed to resolve this to my P.O. Box! So I did not look for this email because it was totally random. The Social Security Administration began sending me notifications that the {$5000.00} means they have " over paid '' me, and they will now deduct {$95.00} each month from my benefits. Finally I made a very aggressive effort to contact the person handling the account by contacting local bank branches and demanding that I make direct contact with the person handling my account. She called me while I was on the phone with BBVA asking to speak to a supervisor so I dropped the call and finally, more than one year later made direct contact with the person handling my account. She told me a new " investigation '' has to be opened. I have submitted all the necessary documentation needed to verify my identity and to verify that I have reported this matter to law enforcement. I submitted two FTC complaints, one for the BBVA account, and one affidavit to the IRS for identity theft. I also provided the case number for the identity theft report from the local Sheriff 's Office. I have spent hours and hours and hours on the phone trying to resolve this issue with customer service reps. Countless times I have been forwarded to voice mail. Although it appears that BBVA has the documentation they need to close this account, I need verification that I can provide to Social Security that this is not my account. Social Security will begin deducting {$95.00} per month effective XX/XX/XXXX as a result of the neglect of BBVA to handle this case. BBVA has completely neglected to resolve this within a timely manner and now they are saying they need to conduct a " new investigation. '' I need to provide verification to Social Security immediately! There is no more time to wait.

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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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