BBVA 50 Calle de Andrés Mellado Chamberí

Today, after visiting other banks in the area like Santander or Caixa, where I was served quickly, I went to this branch to apply for a mortgage. After waiting for half an hour and listening to one of the employees talking about movies and hamburgers with another customer (showing him pictures of these hamburgers on the computer), I decided to leave.

The audacity with which customers are bullied is only comparable to the arrogance with which officials treat citizens. Closing an hour early without warning them why their vacation has started, leaving a bunch of indignant customers on the street without service, and then leaving for a whole month as if this branch were a small private business, is just a small detail compared to the disarray, apathy, and even ignorance with which they face their daily work. The lack of response, the lack of understanding of basic issues, and the informality with which they can leave you waiting for a solution without ever hearing from them again is the usual pattern.

This morning I went to the branch and, dissatisfied with the information I received, requested a complaint form. What they gave me was an internal BBVA complaint form. I believe this action hinders the right to complain to the Consumer Affairs Administration and is a practice that confuses consumers and misleads them about the official complaint channel. I later requested the official complaint form, and they gave it to me without any problem. I don't know if this is a common practice at this branch or the bank's usual approach; in any case, I consider it an irregular and unethical practice.

This morning I went to this branch to make a payment. It's true I arrived at 11:04, and the register closes at 11:00. The cashier was serving a man at the time, so if I had arrived on time, he would have told me the same thing: "The register is closed." And we started like this. He told me this when I asked him to be polite; I just wanted to make a payment. How unprofessional and unsympathetic he is toward customers.

This branch is a disaster. The teller service is only open for three hours, and the wait time in line is an hour. I wonder if it would be so difficult to hire another person to help the teller with such high demand. Online banking isn't for everyone, nor is it suitable for every transaction, especially when each transaction takes 20 to 30 minutes. If you wait that long, they kick you out without even helping you.