Banca BBVA review: Unauthorized credit and exchange rate

Dear SIr/Madam.

On the 20th of September received a message on my mobile that 33175.19 Euro have entered my BBVA account. I realised that the 35000 Euro that left my account on the 15th and 16th of September have wrongly come back into my Spanish account. I phoned BBVA on the 20th of September at 12.26 o'clock on tel: [protected] (conversation recorded by the bank) and requested the transaction to be rejected and the money to be sent back in full £30033.50 BP. I was told that the amount had not cleared yet and gave me a telephone appointment for the next day which never happened. I then called Xe and they recalled the transaction the same day at 13h 30 min. In the meantime I tried to make a call but manage to speak to Mr Eduardo Hernandez Gutierrez Direction BBVA only on the 21st of September and he asked me to send him an E-mail which I did and message him with the problem explained. Several days has passed and no one has contacted us to explain what has been done. We are very disappointed because the bank did not contact us to reject this transaction. As it is now we lost close to 2000 euros from this BBVA exchange rates. We were calling for three days to speak to the right person. Today 23/09/22 at 9 o'clock I was contacted by Maria Isabel Rodriguez Lopez TU GESTOR BBVA that the money have been cleared and is too late the rejection to be done. My question here is : Why the same day when I call the Madrid bank the rejection of the transfer was not done?

Attached files:

1. Recall request same day

2. Call done same day BBVA Madrid

3. Call Appointment for the 21st never been done - and I had to phone and request new appointment which was only possible for the next day

4. Multiple calls were done to the branches phone numbers which automatic respond only in Spanish were referring to use the application