BBVA gives clients 15 days to process pension withdrawal

Fifteen days to receive a BBVA pension plan payout

Fifteen days to receive a pension plan payout is not just a timeframe; it feels like financial eternity. This was the notice given to a BBVA client who requested the withdrawal of their plan on Friday the 18th and submitted all documentation at the branch. The institution stated that the transfer would take approximately two weeks. The affected individual did not accept this as normal and escalated the issue.

What the client alleges regarding the withdrawal period

The client maintains that they submitted correct documentation in accordance with Royal Decree 1299/2009, of July 31, which amends the Regulations for pension plans and funds approved by Royal Decree 304/2004, of February 20. According to their interpretation, all requirements were met, and the maximum logical timeframe should have been two or three days. The institution, however, informed them that the process requires fifteen business days.

Some argue that this margin is actually short. The prevailing argument is that the branch must send all documentation to headquarters, where it is verified before authorizing the settlement. Under this logic, one month is the standard timeframe, and fifteen days is a concession. The discrepancy between these versions is significant: one describes an administrative procedure, while the other describes a delay detrimental to the participant.

June 30 and lack of cash at the branch

The affected individual reports that the money was not reflected in their account balance and that there was no cash available at the branch. They claim that on that day, coinciding with payroll payments, mass withdrawals, and the submission of income tax returns for refunds, the institution's computer system was down. They assert that the problem was nationwide and had not been communicated to customers.

In the discussion thread, another participant argues that branches are not required to hold large amounts of cash without prior notice. Another customer confirms this practice: they withdrew 20,000 euros without issues, but only because they had called ahead to have it prepared. Policies limiting cash payouts without advance notice are common in banking, although the complainant insists their case involved a missing balance, not a cash request.

Complaint forms and reporting channels

The client alleges that the branch did not have complaint forms available, which is mandatory in any establishment open to the public. They notified the police and filed complaints with Consumer Protection and the Banco de España (Bank of Spain). Their question is whether the institution's behavior could constitute a incivil offense. The thread does not specify if these facts amount to a crime; the complainant raises this possibility and seeks information on how to report it.

The affected individual emphasizes that the time and money lost belong to the plan subscriber, not the institution. They add a reflection extending beyond their case: if this happens to someone who is active and aware, what will happen to elderly people, those with basic education, or foreigners who do not speak the language?

Tension with the institution and 902 phone numbers

The relationship became strained. The client threatened to close all their accounts and, according to their account, was offered 500-euro banknotes as a gesture. The thread mentions BBVA Gestión's phone number 902 363 036 for complaints, a number the client considers abusive because calls generate revenue for the bank. The exchange includes alternatives such as toll-free dialing options and landline numbers to contact the manager without using the 902 prefix.

The discussion devolved into accusations regarding whether the branch can disclaim responsibility. Since the branch sells the product, some argue it must remain accountable until the end and ensure everything is documented in writing. The complainant asserts that the branch avoids liability despite being the seller and criticizes the requirement for the customer to call the management company directly.

An unresolved thread

The thread ends without detailing whether the withdrawal was eventually processed. The affected individual announces they will close their accounts and maintain their complaints, but there are no subsequent messages confirming the outcome.