Simple bank shutdown goes awry leaving customers without account access

Simple bank shutdown goes awry leaving customers without account access

Saeid US

By Saeid US

2021-05-10

But instead, many users found themselves unable to access their bank account at all, as BBVA’s website returned an assortment of error messages, from “system error” to warnings that their account information was mismatched.
 

The transition has gone so poorly that BBVA’s US website now opens on a large red banner warning users of extended customer service wait times.
The service had a website and app that broke down your spending and made it easy to categorize payments, send money, and set savings goals.
The decision came from the company “reassessing its goals” as part of a planned sale to PNC Bank, which reached an agreement to acquire BBVA’s US operations in November 2020.
Accounts were successfully transitioned from Simple to BBVA on Saturday, but technical issues prevented customers from logging in, a BBVA spokesperson told The Verge.
“Due to the volume of customers attempting to enroll in mobile and online banking simultaneously, there were technical difficulties with the enrollment process, leading to high call volume in our call centers, which overwhelmed the system, and created longer than normal wait times,” the spokesperson said.
“We are working to make it right, including extending hours in our call center and adding staff to handle the incoming calls.”

It seems that some people have been able to gain access to their accounts after waiting or working with BBVA’s customer service.
Judging by reactions on Twitter from Simple’s very online user base, plenty of people still don’t have access though, and have been unable to get help from BBVA’s customer service.


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