BBVA 55 Avenida de la Peseta Carabanchel

Beware of opening an account at this branch – my last three visits were all disasters. The first time, I was dealing with a credit card fraud case, and the service was terrible. They were rushed and said it was nothing, that I should call a helpline on my online account, when they should have provided me with human support and paper documentation, as well as a card application that had to be done online. I think the new manager is Laura. She arrives about five minutes before closing time and tells you there's no time to help you. This branch is awful. Don't even think about opening an account there; they have absolutely no interest in providing good service. They work the bare minimum. The manager is rude, like saying, "You have an online account, I have no obligation to help you, you can only call this number," something like that, when I asked about applying for a card, which the online staff told me I had to do in person. She's rude and eager to leave without doing any work for her

I'm writing this review because since Gonzalo left and Laura took over as manager of this branch, it couldn't have been a better decision. So much so that it's now the branch and bank of choice for my businesses, thanks to the excellent service Laura provides. She offers top-notch service and is always there to provide support for our daily operations. Thank you so much, Laura, for your outstanding work.

This is unbelievable. I went to get help opening the app since I've changed phones, and they told me they didn't have time and to come back another day. There wasn't a single other customer at the desk. And the service hours are until 2:15 PM. I'm so disappointed. I'm stuck with not being able to use the BBVA app all weekend because the guy just couldn't be bothered to help me.

The service was terrible. The cashier was just fiddling with his phone and doing nothing. When I asked for help paying for some 790 model bank statements, even though I'm a customer, he told me it could only be done through the ATM. When I asked for instructions, he said I absolutely had to have the physical card. His attitude was completely unconcerned about whether I was a customer or not.

My experience at this branch was very negative. The ATM inside wasn't working, and the one outside was unusable due to the glare from the sun. Several customers, including elderly people, were trying to get help, but the teller was extremely unhelpful. In my opinion, she seemed to have no intention of helping: all her answers were negative, and she offered no alternatives. Ultimately, several customers, including myself, had to leave without resolving anything. I had to travel to the BBVA branch in Usera to carry out my transactions, even several days in a row during the same week. Meanwhile, I saw the teller outside chatting and laughing, which is frustrating when the service inside isn't adequate. For all these reasons, I do not recommend this branch. I believe they need to significantly improve their customer service.