The complaints that BBVA is deliberately deceitful and trick their customers are true. By law, this is called deceptive and abusive practices and it falls under what I believe is called the Dodd Frank Act.

My complaint is that someone opened a fraudulent account at BBVA using my Social Security number, and deposited/withdrew $5,000 in July of 2019. I am on SSI/Social Security and I did not find out about this until S.S. did their annual review and notified me in March, 2020. S.S. informed me that this put me over the limit to receive benefits for a time period. I immediately tried to notify BBVA. I spent hours and hours on the phone with the call center, repeating my complaint over and over again. Finally I was told the account was "successfully reported as fraud, the account was frozen and was under investigation, and I would be receiving an email from them," (standard procedure is that an actual contact would have to be made with me so I could send them supporting documentation, including my I.D., the FTC report, the I.R.S. affidavit, and a notarized affidavit, etc.). I never heard from them at all! In April of 2020, the first COVID stimulus check of $1,200 was misdirected by the I.R.S. (to an unknown bank account, but which was probably a Govt. debit card mailed to an address from 10 years ago, in spite of the fact it was supposed to be direct deposited the same as my SSI benefits). So again, I frantically tried to contact BBVA to find out if the deposit was made into the fraudulent account (at that time I did not suspect the debit card issue, because the I.R.S. portal said it was "deposited" into account ending in xxxx, which apparently could mean it was deposited onto a debit card). It was next to impossible to contact any real representative at either the I.R.S. or BBVA though I spent countless hours on the phone. Finally I gave up in futility, believing it would sort itself out eventually. WRONG! One year later, S.S. again conducts their annual review, then sends me a letter stating they are going to begin deducting $95 a month effective June, 2021 to correct this "over payment." By this time I had finally gained the name and voice mail of the BBVA rep handling my account. In March, 2021 I left urgent messages in her voice mail (it always went to voice mail) asking her to contact me at my P.O. Box. Instead she sent a random email which, SHE PROBABLY KNEW I WOULD OVERLOOK because I was not expecting it and I don't open spam! I say it in caps because they really are that deceitful. When I did not receive anything at my P.O. Box, I became aggressive and belligerent, calling near by branches (none are at all close to where I live) demanding to speak to someone who could provide direct contact with the rep handling my account. The rep finally called me, we made contact, and the deceitful and abusive practices for the next two weeks are two lengthy to document here. At every step of the way I had to be on guard and combative for some trick they would pull to avoid conducting a proper investigation and most importantly, providing me with the necessary documentation to satisfy Social Security! BBVA knew or should have known I require this documentation and yet we are still not done playing tricky games. At this point they require me to MAIL in a Request for Fraudulent Transaction form, even though everyone is working remotely, and they provided a confidential email exchange and I have already submitted the Request for Fraudulent Transaction report along with an abundance of other necessary material. DO NOT BELIEVE A WORD BBVA SAYS! I do not believe I will get the documentation I require any time soon. I hate this bank with all my heart and soul! So, because of their deceitful and unfair demands, it is too late to stop the process of S.S. deducting payments. S.S. will continue to do so until they have adequate documentation, which I have so far been unable to attain! By law under the Dodd Act, customers should only be required to act according to reasonable expectations, not jumping over a thousand hurdles and through a thousand loops. I have read hundreds of complaints about BBVA on line. They are a despicable bank.