BBVA Compass Bank Account Or Service Complaint

BBVA Compass Bank account or service department,

Checking account Deposits and withdrawals Colorado

On - I deposited an insurance claim check ( signed by my mortgage company and myself ) into a BBVA Compass ATM at - - - - - CO -. I then received a letter on - stating that multiple payees-payee not an account owner ''. On Monday - I called the customer service line and they were able to pull up an image of the check and stated that there was no reason why this check could not be deposited. I had the check image faxed to the BBVA branch at - - - - and then went into the branch to speak to a supervisor. When I got to the bank I asked for a supervisor, - - who was completely incompitant stated she was a supervisor and would try and answer my questions. Come to find out she is only a Sales Advisor and completely misrepresented herself. After showing her all of my documentation and explaining the issue she stated that the checks in the ATM are not picked up until Thursdays and that there is nothing they would do. She refused to obtain the check


on the ATM telling customers that if you are depositing an insurance check or check with multiple payees that it should be taken inside. She has no response. When I asked her why I am able to make deposits with my phone and they deposit those checks with images only yet they can not do that now even thought they have the physical check in their custody she stated they just could n't. It is completely unreasonable to tell a customer that they can not make certain deposits at the ATM after the fact when there is no sign, and no notification what so ever. After returning home I called the customer service line again. I was again informed that there was no reason for the bank to not deposit the check and that it was already in route back to me '' I asked how this was possible after I was told by - that they could not access the check until Thursday. The customer service rep stated she did not know. It is obvious that - - is unethical and a lier. She misrepresented herself and lied about the whereabouts of the check.