BBVA FINANCIAL CORPORATION

2015-12-23

Scottsdale, AZ

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Complaint: Underwriter at BBVA bank is using a credit report with a fico score of XXXX from XXXX XXXX where the real score is XXXX. I had XXXX credit reporting agency pull a mortgage credit report that shows the correct score of XXXX, XXXX points higher. I sent it in to BBVA but they wo n't consider a credit report from an outside source. They are denying my loan of {$80000.00} which is a 78 % CLTV and will only approve 70 % CLTV even though I qualify income and ratio wise. I feel there is obliviously something wrong with their credit reporting system and is denying me a loan I should easily qualify for..
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-23

AL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Opened new mortgage with BBVA Compass in XXXX first payment was due in XXXX XXXX. By my calculations my amortization is off. They are showing a balance of {$55000.00} and I am showing the balance should be {$54000.00}. Therefore charging me more interest that what I should be paying. I have been on auto debit since day one and have never been past due.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-23

Edgewood, FL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-21

Aurora, CO

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-21

Chicago, IL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I contacted you regarding a bank going into my credit report without me having any relationship, EVER with the bank. The case number which you gave me was XXXX. The case was closed out. The problem is that to date- XXXX/XXXX/15, the Compass Bank of XXXX XXXX Alabama has not initiated the process to remove their credit inquiry from my XXXX XXXX credit report. I spoke to XXXX XXXX on XXXX/XXXX/15. They reiterated to me that it is a very simple process for Compass to do. However, Compass lied to CFPB as well as me that they would be initiating the process on XXXX/XXXX/15. XXXX XXXX has n't received anything from them. The inquiry is still on my credit report
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-12-18

Phoenix, AZ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-18

TX

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I asked my bank BBVA COMPASS BANK for a loan modification several ti times and they just say no without allowing me to do an application or anything.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-16

Pensacola, FL

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-15

Arlington, VA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-15

Austin, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Dear CFPB, Compass Bank has manipulated the dates of the transactions that are the subject of my original Submission, case # XXXX. Those transactions took place over the course of many months during XXXX on the account ending in XXXX. NOT in XXXX XXXX as the letters that came in the mail suggest ( attached ). The bank closed that account because of the fraudulent activity and opened the new account ending in XXXX. My original submission shows all of the activity and the dates. I 've also attached a dated copy of some of those fraudulent withdrawals. My original submission shows that Compass Bank admitted the transactions were their errors. After disputing those transactions Compass Bank reimbursed my account {$130.00} and I never heard anything else from them about the remaining amount due to me. Since then, In one year Compass Bank has inappropriately charged my account {$5100.00} in NSF and OD fees. I have attached all new correspondence with Compass Bank. I drained my savings account trying to keep these NSF and OD fees from growing even more out of control. A family member told me about Consumer Financial Protection Bureau. That is when I contacted You for help. I stopped using the account because it had already been charged more fees and was in the negative again ( - {$890.00} ). After CFPB contacted Compass Bank they make it look like they are reimbursing the money that was owed to me from XXXX. When in fact all they did was reduce the amount of inappropriate NSF and OD charges that were caused by them not having returned my money at the time of my dispute in XXXX. The only thing this money did was put my balance to {$0.00}. I really was n't reimbursed at all. They have now changed the date of those original unauthorized debits to XXXX XXXX, XXXX in order to confuse the situation and get out of reimbursing the {$5100.00} in NSF and OD fees taken since XXXX of XXXX. Then they closed my account. In the letters that I received from Compass Bank, they changed the dates of those errors from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. Therefore they investigated the NSF and OD fees that occurred since XXXX XXXX, XXXX and sent me a check for {$42.00} and said this case was closed. This is blatant theft and I want all of the NSF and OD fees and the unauthorized debits that they have taken from me beginning XXXX of XXXX and I want it back in the same order that they took it from me. I want {$5100.00} that I was charged for nonsufficient funds and overdraft fees. Then I want the unauthorized debits that they took in XXXX - XXXX. Please help me recover all monies that Compass Bank took from me. Please do n't let them get away with this. I am an old woman that lives on a fixed income. The money that Compass Bank took from me was inappropriate. I am asking for your continued support in helping me recover all of the money that Compass Bank inappropriately took from me. Thank You,
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-15

Arlington, VA

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Good afternoon, I 'm in need of assistance. I 'm hoping you can see to it that this gets resolved. Compass Bank had the second lien on my property located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, AZ XXXX. The property went to foreclosure in XX/XX/XXXX. XX/XX/XXXX was the last reported date on my credit report revealing I was 120 days past due. This was my last time since negative. XX/XX/XXXX I discovered Compass was reporting that I had a monthly obligation of {$23000.00} on this old debt. This was reflecting in my monthly DTI. I disputed this information through XXXX XX/XX/XXXX when my Credit Score was XXXX. I have been rebuilding my credit since the foreclosure ( XX/XX/XXXX ) and imagined that this erroneously large monthly obligation 's removal would only help me. Instead, Compass Bank eliminated the monthly obligation and updated the status to a charge off as of XX/XX/XXXX. Now my credit report says I have a RECENT LATE as of XX/XX/XXXX and XX/XX/XXXX - but the last time I was late with payments was XX/XX/XXXX. Compass recent reporting of my charge off occurred in XX/XX/XXXX and now XX/XX/XXXX because of my recent complaint. They updated their records to reflect CHARGE OFF XX/XX/XXXX. Their adherence to erroneous reporting makes lenders and other affiliates assume I was recently late on my obligations. I DO NOT HAVE A CHARGE OFF AS OF XX/XX/XXXX or XX/XX/XXXX. But as you can see on the evidence provided I was NOT late on any payments in XX/XX/XXXX. ( I have n't been late on any payments since XX/XX/XXXX. ) How could I be late on an account that has been closed since XX/XX/XXXX? Compass wrote that the balance is past due as of XX/XX/XXXX and now XX/XX/XXXX but I was 120 days past due from XX/XX/XXXX. LENDERS will NOT approve me for a mortgage because it says I was recently CHARGED OFF. How can I now have XXXX CHARGE OFFS on XXXX ACCOUNT? I was recently declined a mortgage because of this reporting. Even though the notes say the Charge Off will drop in XXXX suggesting it is an old charge off their reporting is erroneous and inaccurate and make it appear that this is recent. Per XXXX my Time Since Negative is .1 years ( point one years ). Please help. I have n't been late since XX/XX/XXXX and it is all related to the foreclosure. Please help. The Time Since Negative is completely inaccurate. Please remove the negative date and have it report accurately to reflect that the time I was last negative was XX/XX/XXXX. Thank you kindly. XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-10

Phoenix, AZ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-10

AZ

Rewards

Credit card:

Complaint: BBVA Compass is not honoring its credit card contract with me, regarding points given for purchases or any ability on my part to modify my point selection. Due to an IT problem, the credit card website is totally ineffective. I have called them repeatedly, written emails, complained at the local bank branch and spoken to a variety of supervisors, but no one seems able to correct this problem. The credit card is worthless to me if it is n't doing what it agreed to do. I should be able to change which purchases I make earn the most points, but I ca n't. I should be earning more points for certain purchases, but I am not. All purchases, regardless of my choices, earn XXXX point per dollar. This is faulty.
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-12-09

Scottsdale, AZ

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-09

Wonder Lake, IL

Using a debit or ATM card

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-12-08

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-12-08

Mission Viejo, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: BBVA Compass bank incorrectly reassessed my escrow account basing my estimated taxes on the previous year ( which was a partial year of taxes since I had just moved into the home ). They did this same thing with my brother who has a mortgage with BBVA Compass. When this happened to my brother I went into my local branch and specifically asked them if my escrow account would be funded correctly. They reassured me that my escrow account was accurate for my taxes and insurance payment. A year later now and I received a statement showing a deficit in my escrow account and stating that my mortgage payment would increase by about {$400.00} a month. I explained to them this is unacceptable and that I do n't have an extra {$400.00} a month laying around. They basically stated that their was nothing they could do even though they were at fault for not calculating the correct amount of estimated taxes by looking at the published tax rates for the county/city.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-07

Los Indios, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: My name is XXXX XXXX. I have been a customer of BBVA for many years. I have a consumer complaint against BBVA based on the following : I had an annuity with XXXX XXXX at Compass Bank since XX/XX/XXXX. It was giving me 5 % interest. The initial investment was {$150000.00}. By XX/XX/XXXX it grew to {$160000.00}. The financial advisor at Compass bank encouraged me to transfer that money to a better investment and it would double in value. I had expressed to him that I wanted to leave this money to my grown children. He said you can " pass the wealth '' without worrying about them paying taxes after you die. The transaction had to be done before my XXXX birthday otherwise I would not qualify to get it. My birthday was two weeks away. I felt pressured but try to comply. He said XXXX XXXX XXXX XXXX was best for me. I believe he used to work for that company before coming to Compass. It took one day to do the transfer. After two weeks, I received my portfolio on XXXX XXXX XXXX XXXX. The financial advisor gave it to me and asked if I had any questions. I told him I had to take it home and read it before I could ask questions. The new insurance has a 13 day period to decline otherwise the insurance kicks in. I did n't have enough time to go over the insurance and come to talk to him because he gave me the insurance a few days before the expiration period. Now I find out the state allows a 30 day period to accept or decline. This year, I get the form from XXXX indicating I owe the IRS {$4000.00} in taxes based on this transaction. How can I owe the IRS money I never spent. The check from XXXX went to my checking account. The financial advisor took that money to open the new investment. I never signed any check from XXXX. In addition, I found out that the surrender charge from XXXX was over {$9000.00}. Had I known this information, I never would have done this transaction. I feel violated. I am a XXXX citizen who has worked very hard for every penny I have. My husband is suffering from XXXX. The financial advisor failed to disclose to me the product he pushed to sell me. I was never made aware of the surrender charge or that the transaction would be a taxable event subject to IRS liability. This is a very serious matter and want the bank to return that money to me because the financial advisor was sloppy, not able to disclose, explain or show interest in what he was doing, otherwise, this never would have happened. XXXX abuse occurs every day and it must be looked at and corrected.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-12-06

Lodi, CA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-03

Cimarron, CA

Credit determination

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-12-02

San Antonio, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-02

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I was charged XXXX {$38.00} fees within the last 30 days without any explanation furthermore this is the second time they have violated consumer protection law as well as the Consumer Financial Protection Bureau XXXX They have charged these charges without any indication as to what they are for and this is the second instance that this bank has violated : The Electronic Fund Transfer Act ( EFTA ) ( 15 U.S.C. 1693 et seq. ) of XX/XX/XXXX is intended to protect individual consumers engaging in electronic fund transfers ( EFTs ) and remittance transfers. These services include transfers through automated teller machines ( ATMs ) ; point-of-sale ( POS ) terminals ; automated clearinghouse ( ACH ) systems ; telephone bill-payment plans in which periodic or recurring transfers are contemplated ; remote banking programs ; and remittance transfers. The EFTA is implemented through Regulation E, which includes official interpretations. In XX/XX/XXXX, the Federal Reserve Board ( Board ) amended Regulation E to prohibit institutions from charging overdraft fees for ATM and one-time debit card transactions, unless the consumer opts in or affirmatively consents to the institution 's overdraft services ( 74 Fed. Reg. 59033 ( XX/XX/XXXX ) and 75 Fed. Reg. 31665 ( XX/XX/XXXX ) ). The Board also amended Regulation E to restrict fees and expiration dates on gift cards and to require that gift card terms be stated clearly ( 75 Fed. Reg. 16580 ( XXXX ) ) .1The DoddFrank Wall Street Reform and Con- sumer Protection Act ( DoddFrank Act ) transferred rulemaking authority under the EFTA from the Board of Governors of the Federal Reserve System to the Consumer Financial Protection Bureau ( CFPB ) .2, 3 The DoddFrank Act also amended the EFTA and created a new system of consumer protections for remittance transfers sent by con- sumers in the United States to individuals and businesses in XXXX. In XX/XX/XXXX. The Board also implemented a legislative extension of time for complying with the gift card disclosure requirements until XX/XX/XXXX. 75 Fed. Reg. 50683 ( XX/XX/XXXX ). 2. DoddFrank Act 1002 ( 12 ) ( C ), 1024 ( b ) - ( c ), and 1025 ( b ) - ( c ) ; 12 U.S.C. 5481 ( 12 ) ( C ), 5514 ( b ) - ( c ), and 5515 ( b ) - ( c ). Section 1029 of the XXXX XXXX generally excludes from this transfer of authority, subject to certain exceptions, any rulemaking authority over a motor vehicle dealer that is predominantly engaged in the sale and servicing of motor vehicles, the leasing and servicing of motor vehicles, or both. The transfer of authority also did not include section 920 of EFTA, which concerns debit card interchange fees charged to merchants. Section 920 of EFTA is implemented by Board regulations at 12 CFR Part 235. Section 920 is not addressed here or in the accompanying examination procedures and checklist. 3. The agency responsible for supervising and enforcing compliance with Regulation E will depend on the person subject to the EFTA ( e.g., for financial institutions, jurisdiction will depend on the size and charter of the institution ). XX/XX/XXXX, the CFPB restated the Board 's implementing Regulation E at 12 CFR Part 1005 ( 76 Fed. Reg. 81020 ) ( XX/XX/XXXX ). XX/XX/XXXX, the CFPB added subpart B ( Requirements for Remit- tance Transfers ) to Regulation E to implement the new remittance protections set forth in the Dodd Frank Act ( 77 Fed . Reg. 6194 ) ( XX/XX/XXXX ), effective on XX/XX/XXXX.4 XX/XX/XXXX, the CFPB amended the XX/XX/XXXX rule to effect certain technical corrections primarily related to formatting of the model forms in the rule. XX/XX/XXXX, the CFPB again amended the XX/XX/XXXX rule to modify the definition of ''remittance transfer provider. '' The XX/XX/XXXX amendment also revised several aspects of the rule regarding remittance transfers that are scheduled before the date of transfer, including preauthorized r
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-11-25

TX

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Complaint: I have a {$500000.00} CD in the BBVA Compass bank. The CD matured while I was out of town on businesstrip. The BBVA rolled the CD into a CD with 0.1 % interest. It was few days pastthe 10 days grace period when I found out the CD had rolled into another one. I asked the CD be broken and I would pay the usual 3month or 6 month interest penalty. I was told that there would be a 3 % penalty and Iwould have to pay {$15000.00} for early withdraw. The agreement I signed says at renewal, the bank will " disclose renewal terms '' to me. They never disclosed this 3 % penalty tome and this penalty was not in the original CD I signed up for. I have talked to theprivate banker, branch manager and district manager and they all say the 3 % penaltyca n't be waived. In fact some of the individuals I talked to at the bank were surprised by the 3 % penalty and told me that they also believed this to be excessive. I believe the action of BBVA with regards to this CD renewal isunethical and represents an unfair business practice. They did not " disclose '' the termsas they should have. I am a small business owner and I might have to go get a highinterest loan for my business while BBVA is holding my money hostage.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-25

Los Indios, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I 've been having problems with BBVA compass bank. I 've been having some rough finacial problems and I let the company 's know this. I 've asked if they could close my account and they said no because it was in the negative zone. I then asked if they could some how put my account on hold or freeze it and again they said no. Some months back i called BBVA compass bank if they could help me out. they said yes and that i would have some peace of mind. They told me they would help me out that for 6 months the credit card companys would not touch my account. they said i would have to go to the bank that day and they were going to fax me some documents saying they were going to stop any other and or farther transaction and that I would have to sign them and I would send them back. After I signed those papers I was told to call back to notify them that I signed and faxed them back. When i told them about it they were going to send me another set of papers and as soon as i would recieve them to sign them and then send them back as soon as possible which i did. Thinking they were going to help me I called on XXXX XXXX, 2015 to check if I owed the amount I was told 3 months back, I heard the recording and was shocked. It has accumlated over time after i was told would no longer be touched. I went today to discuss about this and the banker that was helping me didnt really help me he made a call and i had to discuss the matter with the women on the phone. I was told that they never recived the papers that i had to SIGN AND FAXED TO THEM WHICH I DID! She also said my account would continue to accumulate and could n't do anything about it. She then said i was responsible for the papers which again i did send and was putting the fault on me. I told her if she was blaming me for there mistake and she said no. In the end I was left with no one to help me. And then found this by a friend. I 'm hoping you can help me because there is no one else to turn to. I 'm willing to pay what I owe there as long as they can stop it and take no more.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-24

San Antonio, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response