A visit to a BBVA branch to withdraw 2,000 pesos ended up becoming an experience that a content creator reported as an alleged case of fraud. Through TikTok, the user identified as @helloimwenn explained that, after receiving assistance from bank employees due to a problem with an ATM, she discovered a loan for 551,000 pesos that, according to her, she had never requested.
According to the video she shared on social media, everything began when she attempted to withdraw cash, but the ATM displayed a message indicating that the transaction could not be completed. Because of this, she approached a branch executive for assistance in resolving the problem.
According to her account, the employee told her that it was necessary to “reactivate” the banking application to solve the issue. During the procedure, he asked her to validate biometric information, complete electronic signatures, and follow various instructions on her cellphone, while assuring her that everything was part of a routine process.
As the assistance continued, the content creator began noticing situations that seemed unusual to her. She said that a manager approached the executive to speak with him, and the two exchanged signals with other employees. Later, one of them asked for her cellphone, claiming that he needed to check the application, and handled it for several minutes without explaining exactly what he was doing.
She Detected a Loan and a Withdrawal That She Said She Did Not Recognize
Once she got her device back, she decided to check the banking application and found a 551,000-peso deposit, a transaction she said she did not recognize at all. Alarmed by the situation, she immediately left the branch with her daughter and called her relatives to tell them what had happened.
After hearing her account, her relatives advised her to contact the police because they believed the case involved several irregularities. Shortly afterward, she attempted to access her mobile banking again, but discovered that her phone had been unlinked from the application and that her accounts remained blocked.
After contacting BBVA’s customer service line, she returned to the branch accompanied by police officers. There, she identified the employees who had assisted her and requested that access to her bank accounts be restored.
Although the deposit initially disappeared and she was able to access the application again, the situation took another turn when, after returning home, she reviewed her account transactions once more. At that point, she detected a 551,000-peso withdrawal made at a bank teller window.
Later, a telephone representative from the financial institution informed her that the system showed a cash loan allegedly requested by her, along with the corresponding withdrawal. The content creator insisted that she had never authorized those transactions.
The Loan Was Reversed and the TikToker Shared Recommendations
Following the incident, the user went to the authorities to file a complaint and initiate an investigation into the alleged fraud. During the process, she said she was informed that no bank employee is authorized to handle customers’ cellphones during a banking procedure. She also stated that the branch’s security cameras would form part of the investigation.
The following day, she contacted BBVA again to find out about the progress of her case. According to her account, bank personnel informed her that both the loan and the withdrawal had been reversed outside normal business hours. As a result, she ultimately no longer had any outstanding debt or charges associated with the transactions recorded during the incident.
After sharing the outcome, the content creator used her post to recommend that other users remain alert during any banking procedure. She said it is important not to hand over your cellphone to branch employees, to carefully review any document before signing it, and to check mobile banking transactions after completing an operation.
She also advised users to be suspicious when asked to complete procedures that seem unusual, request clear explanations whenever they have questions, and immediately report any unrecognized transaction both to the financial institution and to the appropriate authorities.
As of now, BBVA has not issued a specific public statement regarding the case described by the user. Therefore, the events correspond to the testimony shared by the content creator on TikTok and the complaint filed with the authorities, who will be responsible for determining whether any irregular conduct occurred during the procedure.
Source: infobae
