BBVA

On 9/30 I deposited an insurance claim check (signed by my mortgage company and myself) into a BBVA Compass ATM at 480 E 120th AVE Northglenn CO 80233. I then received a letter on 10/3 stating that "multiple payees-payee not an account owner". On Monday 10/5 I called the customer service line and they were able to pull up an image of the check and stated that there was no reason why this check could not be deposited. I had the check image faxed to the BBVA branch at 480 E 120th AVE and then went into the branch to speak to a supervisor. When I got to the bank I asked for a supervisor, Ramona Mitchelle who was completely stated she was a supervisor and would try and answer my questions. Come to find out she is only a Sales Advisor and completely misrepresented herself. After showing her all of my documentation and explaining the issue she stated that the checks in the ATM are not picked up until Thursdays and that there is nothing they would do. She refused to obtain the check prior to Thursday and would not explain why. She further refused to walk across the lobby to retrieve the fax from the customer service department. She verified that they have an image of the check both front and back on the computer and that she could see both signatures, However they needed the physical check which was in the ATM. I stated that there was no sign of any kind on the ATM telling customers that if you are depositing an insurance check or a check with multiple payees that it should be taken inside. She only shrugged and gave no verbal response. When I asked her why I am able to make deposits with my phone and they deposit those checks with images only yet they cannot do that now even thought they have the physical check in their custody in the ATM she stated they just couldn't. It is completely unreasonable to tell a customer that they cannot make certain deposits at the ATM after the fact when there is no sign, and no notification what so ever and then refuse to give that customer back their check. After returning home I called the customer service line again. I was again informed that there was no reason for the bank to not deposit the check and that it was "already in route back to me" I asked how this was possible after I was told by Ramona that they could not access the check until Thursday. The customer service rep stated she did not know. It is obvious that Ramona Mitchelle is unethical and a lier. She misrepresented herself and lied about the whereabouts of the check.