Oficina Banc BBVA

There is no electronic queue whatsoever, so people don’t understand what’s their queue position or how much time it will take for them to be attended. Cashier desks have their own set of services, while for everything else (i.e. opening a product ) you need to go to a manager. Ideally, there should be two queues, but no one handles it. I’ve waited for about a half hour to later learn that they cannot help me as my account doesn’t have a physical branch assigned to it, and I need to call them. The reason I came to the branch in the first place is that they cannot help me online for 2 weeks straight. Complete chaos and lack of organization both on a call and at this branch.

I would give no stars for the incompetence and chaos going on there. I came for my appointment, that I waited for an hour to make the day before just to wait again and then be informed there wouldn’t be time for it. I don’t know how this office can belong to a bank as big as bbva - disappointing!

My partner and I booked an appointment at 8:30 am in order to discuss mortgage options. Despite our appointment, the office did not open until 8:45 am (there were however bbva agents inside the office) leading to several people to queue outside. When arriving at the teller, we were informed that none of our requests could be answered. One of the request was to deposit a check and were asked to come back next week as the person handling foreign checks was out of the office. I believe service should be provided by BBVA the whole year and customers should not have to follow your employee schedule. When leaving the bank, we came across a santander branch and decided to ask for mortgage advices. We were pleased to see that a bank would take the time to provide us financial advices. But that made us wonder why our very own bank could not take the time to do so. I have acknowledged the comments elft by BBVA on every negative feedback and can confirm that we did book an appointment. I also believe enough details were provided to improve the customer experience and no additional information needs to be sent by email. **** Review update as I came back the following week to deposit the check. I was very disappointed to see that despite 17 customers were queuing, there was only one agent at the reception. There were however several colleagues walking around but no one willing to put their priorities aside to focus on customers. That was surprising considering that two people alternated at the reception and were therefore trained to handle customers queries. More than waiting, the issue is also that there is no social security distancing with 17 people packed in a small corridor. After almost an hour waiting, I was told that the bank does not accept check deposit and that I should visit another branch. I can't express how disappointed I am as last week, I was advised by the man at the reception to come back this week. I can't understand that such a big branch offers such a low service. But I can confirm that I made up my mind and will change bank shortly. BBVA has disappointed me more than once.

nadie contesta - no one picking up the phone - bad service.

Not recommended!