BBVA 65 Avenida del Monasterio de Silos Fuencarral-El Pardo

1. There aren't enough staff to serve you. 2. The ATM is jammed and they say they don't have a key; maybe they'll be able to open it tomorrow. 3. There's only one person working and I've been waiting for 30 minutes. The door is locked and there's no one to ask for a complaint form.

Terrible. I wanted to make a transfer that I can't do through online banking. I finally managed it yesterday at the branch after waiting a long time. The person who helped me wasn't quite sure how to do it, but according to him, I wasn't giving him all the necessary information. I literally had to read him the message from my account manager. Even so, he gave me a slip of paper with a supposed NCR code that isn't valid, and to make matters worse, the transfer isn't showing up in my account as completed. Not in the app, not in online banking. I called, and of course, a robot told me I could check all my transactions online. It's awful. I was planning to switch banks soon, but this confirms it.

Excellent service at this office from Director José Ángel Sánchez-Mateos. He was very kind and helpful throughout the entire process, explaining everything step by step and answering all my questions. The service was quick. It's always a pleasure to receive such excellent service.

It's improved a lot... since the arrival of the new director, José Angel. Thanks to his good management, I've stayed with BBVA again.

Terrible service. I've been four times to complete two transactions, and they've only resolved one. I've lost over an hour of work due to the waiting time. Every time I've been seen, they've been half an hour late; the last time, I had an 8:30 appointment, but they didn't see me until 9:00, only to spend 30 seconds checking on the computer that the document I was going to pick up wasn't ready yet. They don't answer the phone. I understand that the employees must be struggling with the bank's staff cuts and have a heavy workload, but I don't think customers should have to pay for that. It's a complete lack of respect for the customer. I'm closing my accounts as soon as I can.