BBVA review: Customer service / escalation ( 2 comments)

My experience with BBVA over the last few months has been a nightmare. I could never, ever recommend this bank to anyone! I made an honest mistake regarding a balance transfer and what should have been a simple resolution ended up taking almost six months to resolve. Cynthia, the "Client Experience Manager" in Grapevine TX, was assigned to my ticket after getting nowhere with BBVA's customer service hotline. Most of the time I would receive no follow ups or updates, but when I did receive a response, I was either lied to or given a generic response with no useful information. Several times I was told that there would be a resolution "by tomorrow" or "by next week" but then I would receive no further follow up.

To make matters worse, while I was dealing with this frustrating issue, I was contacted by 3 different people at BBVA who tried to sign me up for a new loan or credit card. Meanwhile, I couldn't even get anyone to give me the refund that I was owed! This made it clear where BBVA's priorities are… No concern for resolving a customer's issues, but they are more than happy to take EVEN MORE money from you! The fact that a bank is able to operate with such a fractured structure & poor communication while putting no effort towards providing quality service for their customers is astounding.

After finally receiving a refund after almost 6 months, I went to the Grapevine, TX branch to close my accounts (checking, savings, and credit) so I could be done with this bank forever.
The emails I received when Cynthia claimed to "close my account" do not state that the accounts were closed, but rather that they were removed from mobile banking & the BBVA app. As of today (1.5 weeks later), my accounts are still active and I am still able to access them through both the mmobil0.