Date Received: 2021-10-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, my bank is not helping me unlock my account, which traps all of my money I have. This makes the third time this company has done something to trap my money, but they only do these things after I have earned a large amount of money. I have gone a full month without a replaced debit card that I paid {$5.00} for and it was supposed to arrive within 3 to 5 days. It has been almost impossible getting this company to reply, because I sent them messages and they ignored me for at least a month on this issue. My phone number which is currently associated with this bank account is the only way my online banking account can be unlocked, and this phone is currently locked down by XXXX XXXX who is also refusing to help me so that I can make a payment to get the phone back on. XXXX has suspended the account which prevents payments from happening until the suspension is removed by them, but a rude corporate member by the name of XXXX XXXX refused to remove the suspension. This suspension happened with them awhile back and had to be removed by an agent first before making a payment, and I have the chat transcript saved which shows this agent actually knew that the suspension had to be removed first so I can make a payment. With this phone number being locked down, a member with the BBVA bank corporate named XXXX XXXX finally emailed me and told me that the phone has to be used to verify the account, and that no other way can be used, despite the fact that many other companies always have other ways that a person can verify their account when something like this happens. I believe I have just come across some rude people who are doing things to me on purpose. Can legal action be taken against them since they are refusing to help and have basically stolen my money at this point? In the email, XXXX that the card was delayed somehow and that they shipped it on the XXXX of XXXX, but its still not here. It should have been shipped early XXXX anyway. There should be some way to access my money, and this lady is refusing to help. I cant understand how the corporate has no way to access my account without sending a verification code to a phone that can no longer be accessed. Should they not be able to access the account some other way? Or maybe close the account and send me a check? I demanded to XXXX that they send me a check with my money since I cant access the account, and now she has not replied back. She was replying fast yesterday until I told her that I may pursue other options if they refuse to unlock my account. I believe at this point she will began ignoring as they already were doing for a full month. I believe they were annoyed that I did not have a phone to be contacted. What is the best option for me to take to get my money? And should I sue this bank for not getting me that debit card in a reasonable time? I have faced many hardships over this matter and it is only getting worse because of this bank holding my debit card and keeping my account locked on purpose. It makes no sense at all how they are not able to do anything about both of these issues unless they are doing it on purpose. It can be clearly seen in the emails that XXXX sent that she was stalling me on purpose
Company Response:
State: AR
Zip: 72076
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I've been trying to close my account with BBVA for weeks after they announced their new predatory fee models. They disabled their support system entirely and are unreachable.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2021 I decided to look at my BBVA credit card account due to having received a letter stating that they were becoming PNC. I was shocked to discover charges and foreign transaction fees equaling {$700.00}. I had not used the card in a year and according to the statement, it was for a furniture store located in XXXX! I called the bank to file a fraudulent charges claim. I was told that they would look into the claim. Today I received a letter stating that they had decided that the charges were legitimate and I would need to pay them. Legitimate charges for a furniture store in XXXX?!? There was no explanation as to how they made the decision and no steps to appeal the decision. This decision is absolutely absurd! I have tried to call them again repeatedly and can not reach anyone. Im put on hold and then after an hour, disconnected. This happens over and over again. I did not make these charges and can not believe BBVAs total lack of customer service!
Company Response:
State: FL
Zip: 34653
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: 1. My CD has matured and I clicked the link on the website ( and also the mobile app ) to close the account. 2. BBVA bank wanted to send a security code to my phone. 3. The phone number on file is a landline and can't receive text messages 4. When i tried to change the number, the bank wanted to verify be sending a text message to my landline, which can't be done 5. I called the bank, and 2 customer service people hung up on me after I explained the problem. 6. A third person understood the problem and told me he changed the phone number. 7. I received an email from BBVA indicating a phone number had been changed and the i would have to wait 24 hours to make any transactions. 8. I waited more than 24 hours. 9. The website still has the old phone number and won't allow me to change it. 10. I now have less than 7 calendar days to resolve this problem, but the bank is not providing me with any help. 11. Last year, I requested the account be closed and the money transferred, and they didn't do it, locking me in for an additional 12 months at 0 % interest.
Company Response:
State: PA
Zip: 18702
Submitted Via: Web
Date Sent: 2021-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: BBVA acquired my checking account from Simple. I had overdraft protection with Simple. BBVA deactivated my overdraft protection without notifying me, and are now trying to collect fees for repeated overdrafts that I would have taken care to avoid if I had the foreknowledge of their activity on my account.
Company Response:
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I was a victim of identity theft on line now i can not open any account when i applied for a job online and was defrauded with fraudulent checks being deposited on my account unknowingly been a victim of a crime against banking institution until i was notified that the check issued by the supposed to be employer was a fraud and did not clear. Ever since then I was declined to open any account that teach me a lesson not to apply for any transaction or jobs on line. Some electric company also claim i have an unpaid utility in Mary land and an apartment there i told the police i have never been to Maryland.
Company Response:
State: TX
Zip: 77388
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: ON FRIDAY, XX/XX/XXXX. AN AUTOMATIC PAYMENT WAS INADVERTENTLY PROCESSED TWICE. i NOTICED IT WHEN i CHECKED MY BALANCE ON MY MOBLE BANKING APP. i CALLED MY BANK IMMEDIATELY AFTER i WAS UNABLE TO CONTACT THE PAYEE. i WAS TOLD THAT BECAUSE THE PAYMENT ( S ) WERE PENDING, THEY WERE UNABLE TO STOP THE SECOND PAYMENT FROM COMPLETING. i WENT TO THE BANK AND SPOKE TO THE MANAGER AND EXPLAINED MY SITUATION - THAT MY RENT WAS DUE THE SAME DAY, AND MY FUNDS BEING HELD UP WERE PREVENTING ME FROM PAYING ON TIME, AND THAT IF THIS WASN'T RESOLVED BY END OF BUSINESS, I WAS GOING TO HAVE TO PAY AN {$85.00} LATE FEE, AS THERE IS NO GRACE PERIOD. THE MANAGER TOLD ME THAT THEY HAD TOO MANY ISSUES STOPPING PENDING PAYMENTS IN THE PAST, SO THEY STOPPED THE PRACTICE. APPARENTLY, PEOPLE WERE MISUSING IT. I EXPLAINED THAT I HAD BEEN A CUSTOMER FOR YEARS AND IN GOOD STANDING. THEY COULD CLEARLY SEE THIS PAYMENT HAS COME OUT EVERY OTHER WEEK, WHEN MY PAY CHECKS ARE DIRECT DEPOSITED, AND IT WAS CLEAR THAT THIS ONE HAD PROCESSED TWICE. THE END RESULT WAS I HAD TO PAY THE LATE FEE, BUT WAS FINALLY ABLE TO CONTACT THE PAYEE, WHO INFORMED ME THAT THIS WAS A GLOBAL ISSUE OF PROCESSING DOUBLE PAYMENTS. THEY WERE ABLE TO REFUND THE SECOND PAYMENT, BUT NO ONE HAS BEEN ABLE TO COMPENSATE ME FOR THE {$85.00} LATE RENT.
Company Response:
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/XXXX I noticed there were several NSF applied to my PNC checking account. If they had processed them in order there would have been one NSF fee, but instead, they applied NSF fees to 7 transactions, {$36.00} a piece. I called on XX/XX/XXXX and spoke to a " consultant '' and she attempted to credit the money back but the system would not allow her to. The next day I went into my bank account to assess if there were any more NSF fees. That's when I noticed a " Teller Deposit '' for {$340.00}. I called and spoke to another " consultant '' and she told me it was for a child tax credit and it would be removed with the deposit of the child tax credit. I had my complaint escalate and was left an email by a woman ( I will provide the name later ). I tried to contact her and the number she left would just ring and ring and then hang up with no voice mail. On Saturday XX/XX/XXXX, after I had transferred funds and made a mortgage payment, PNC decided to revoke the " Teller Deposit. '' My account showed a negative balance and it's as if the " Teller Deposit '' was never made. However, I took screenshots. No notification and my mortgage has not been deducted yet. So I called the main PNC number on XX/XX/XXXX and the " consultant '' escalated my complaint to another individual in the same department ( Retail Management ). The gentlemen refused to give me his last name, employee ID, or any identifying information. I spoke to him about the " Teller Deposit '' at which point he told me it was a mistake by the teller and I shouldn't have spent the money. At this point, I explained that the teller told me it was for a child tax credit. So he looked at the account and stated it was a " COVID relief '' deposit. I then posed the question that they can just arbitrarily add and take away money without notifying the customer. He told me, " Yes, '' and I proceeded to tell him that this was not legal and he insisted that it was. I have been a customer for over 10 years with PNC and after this, it has left a bad taste in my mouth, and will be searching for another bank to bank with. I have screenshots in XXXX XXXX form for the company to review.
Company Response:
State: IN
Zip: 466XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: Had a loan through PNC bank for a XXXX XXXX XXXX, I never missed a payment. This guy offered me a crazy price for it so I figured Id just sell it and buy something new. Anyways the guy wired the money to pnc they excepted to money guy took the car, I still have the lien release thank XXXX I didnt give it to the guy because come to find out the money he paid with was stolen from someone else so pnc have to funds back. Now I have now car and theyre trying to make me and XXXX XXXX to pay for it when In al reality I wouldnt have let the car leave my house unless I had that lien release. -XXXX XXXX
Company Response:
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please refer to complaint XXXX. This complaint was considered a duplicate of an open case XXXX and closed on XX/XX/21. I would like to have the case reinstated as it is not a duplicate complaint. Some of the issues were previously reported, however, there continues to be flagging and profiling of my account. Most important and not addressed is the illegal action of holding my Direct Deposit Social Security funds. This prevented the payment of my rent, utilities and other time sensitive payments. It took me hours to get someone to research the reason for the hold being placed and finally threaten a lawsuit for illegally holding Social Security funds. I was not provided a reason, but I know it was because of flagging and profiling which is Discriminatory. The latest fiasco was explained in detail in the closed complaint. To date, PNC has not responded to XXXX nor to my direct messages to them about the one XXXX closed as duplicate. It IS NOT a duplicate. It is a reiteration of the illegal practices which continue. XXXX is supposed to oversee consumer abuse and ensure there is not illegal activities by the financial institution. Just sending the complaint to the bank and relying on their honesty and integrity to address and correct the problem does not work. The complaints are not taken seriously and any wrong doing continues with no consequences for the financial institution. If a person continues to file complaints they are considered an Annoyance.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A