BBVA FINANCIAL CORPORATION

2015-11-23

Keyport, WA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I requested that my bank account with BBVA Compass be closed or at the very least frozen. I wanted to leave this bank initially because they do not have branches in my new state. I have been informed repeatedly that they are unable to do either because I would be required to go to a branch and get this done. This does not sound reasonable to me. They insist they have no way to honor my request without my in personal appearance period and that there is no protocol to handle customers who move to a state where there are no branches of their bank. Having traveled alot in my life and have held many bank accounts in many states where I was able to close my accounts remotely these answers seem very odd to me. Infact, sound flawed or at least completely wrong. I have requested to speak to the Branch Manager in California where the account was opened but have never warranted a transfer to her extension. Please help me get my accounts closed with them. They refuse to honor my request. I have offered to send them a notarized statement ... they say they will not accept it. I have offered to establish a POA with my sister to close this account ... they say I need to be there to submit the POA. I can not win because these people are not practicing ethical banking. Please help me rid myself from them before they completely tank my credit. At this moment they are continuing to charge me bank fees. I will not put any money in their accounts because of their excessive fees and weird posting practices. Now they have me in a negative cycle where they continue to charge me for being over drawn for a particular period ... it could be an every day charge or every 3 day charge I am not certain. I can not look at my account any more I am so disgusted that they have trapped me and are killing my financial health during a time in my life where I really need my good credit history to shine. This concerns a checking and savings account. Please note : I could only choose one in the drop down. XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-20

Harlingen, TX

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-17

Scottsdale, AZ

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-15

Houston, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-13

Houston, TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I HAVE BEEN IN DISPUTE WITH BBVA BANK SINCE XXXX IN REGARDS TO LATE PAYS THAT HAVE BEEN TAKEN OFF DUE THE THE BK ON FILE AND PMI ISSUES THAT AS WELL TAKEN OFF. ALSO AT LEAST XXXX PAYMENTS NOT POSTED CORRECTED. NOW I HAVE ATTACHHED MY BK ATTORNEY DOCS AND US DEPT OF BK FILED AND SIGNED BY THE JUDGE ON THE MODIFICATION OF MY MORTGAGE. IT SEEMS THAT BBVA NEVER COMPLIED WITH THE CORT ORDERS WITH THE NEW RATE AND TERM AS WELL THE PAYMENTS SINCE THE CASE CLOSED XX/XX/XXXX. I HAVE TALKED TO NUMBER OF VP 'S IN THE MORTGAGE INDUSTRY AS WELL MY OWN CREDIT UNION XXXX. I HAVE BEEN IN XXXX FOR OVER 20+ YEARS AND KNOW FOR A FACT THAT THIS TIME BBVA HAS REALLY DROPPED THE BALL ON THIS CASE. I WILL BE FORWARDING THIS COMPLETE FILE TO HUD/FTC/FAIR LENDING COMMISSION. SO REVIEW THIS CASE AS WELL. THIS LOAN SHOULD HAVE BEEN LOCKED AND FIXED UNDER CASE XXXX FILED UNDER THE UNITED STAES BANKRUPTCY COURT XX/XX/XXXX. I CONTACTED BBVA AND THEY STATE MY RATE IS ONLY GOOD TIL XX/XX/XXXX AND ITS VARIABLE.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-11-13

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-09

Phoenix, AZ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-09

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: BBVA Compass bank charged me XXXX NSF charges on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX without notifying me. I have not requested nor permitted this NSF/Overdraft authorization and the bank is in violation of Regulation E of the Federal Reserve Banking Regulations ( Limits the ability of a financial institution to assess an overdraft fee for paying automated teller machine ( ATM ) withdrawals and one-time debit card transactions that overdraw a consumer 's account ), and Regulation- Title 12 Chapter II Subchapter A Part 227Browse Previous | Browse NextTitle 12 : Banks and BankingPART 227 -- UNFAIR OR DECEPTIVE ACTS OR PRACTICES ( REGULATION AA ) ContentsSubpart A -- General Provisions227.1 Authority, purpose, and scope. 227.2 Consumer-complaint procedure. Subpart B -- Credit Practices Rule227.11 [ Reserved ] 227.12 Definitions. 227.13 Unfair credit contract provisions. 227.14 Unfair or deceptive practices involving cosigners. 227.15 Unfair late charges. 227.16 State exemptions. Subpart C [ Reserved ] Supplement I to Part 227 -- Official Staff CommentaryAuthority : 15 U.S.C. 57a ( f ). return arrow Back to TopSubpart A -- General Provisionsreturn arrow Back to Top227.1 Authority, purpose, and scope. ( a ) Authority. This part is issued by the Board under section 18 ( f ) of the Federal Trade Commission Act, 15 U.S.C. 57a ( f ) ( section 202 ( a ) of the XXXX Warranty -- Federal Trade Commission Improvement Act, Pub. L. 93-637 ). ( b ) Purpose. The purpose of this part is to prohibit unfair or deceptive acts or practices in violation of section 5 ( a ) ( 1 ) of the Federal Trade Commission Act, 15 U.S.C. 45 ( a ) ( 1 ). This part defines and contains requirements prescribed for the purpose of preventing specific unfair or deceptive acts or practices of banks. The prohibitions in this part do not limit the Board 's or any other agency 's authority to enforce the FTC Act with respect to any other unfair or deceptive acts or practices. ( c ) Scope. This part applies to banks, including subsidiaries of banks and other entities listed in paragraph ( c ) ( 2 ) of this section. This part does not apply to savings associations as defined in 12 U.S.C. 1813 ( b ). Compliance is to be enforced by : ( 1 ) The Comptroller of the Currency, in the case of national banks and federal branches and federal agencies of foreign banks ; ( 2 ) The Board of Governors of the Federal Reserve System, in the case of banks that are members of the Federal Reserve System ( other than banks referred to in paragraph ( c ) ( 1 ) of this section ), branches and agencies of foreign banks ( other than federal branches, federal agencies, and insured state branches of foreign banks ), commercial lending companies owned or controlled by foreign banks, and organizations operating under section 25 or 25A of the Federal Reserve Act ; and ( 3 ) The Federal Deposit Insurance Corporation, in the case of banks insured by the Federal Deposit Insurance Corporation ( other than banks referred to in paragraphs ( c ) ( 1 ) and ( c ) ( 2 ) of this section ), and insured state branches of foreign banks. ( d ) Definitions. Unless otherwise noted, the terms used in paragraph ( c ) of this section that are not defined in the Federal Trade Commission Act or in section 3 ( s ) of the Federal Deposit Insurance Act ( 12 U.S.C. 1813 ( s ) ) shall have the meaning given to them in section 1 ( b ) of the International Banking Act of XX/XX/XXXX ( 12 U.S.C. 3101 ). [ 75 FR 7926, XX/XX/XXXX ]
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-04

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-03

Scottsdale, AZ

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-03

AL

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: My bank BBVA Compass will not return {$6.00} to my checking account that was not authorized. I called and emailed them numerous times but they would not return the funds to my account.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-11-03

Erie, PA

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-02

Corinth, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-01

Lewisville, TX

Account opening, closing, or management

Bank account or service: Savings account

Complaint: Earlier this week I opened a new money market account online. My account is a joint account with my wife ; however, the process to open the new account online included me providing my driver 's license, and none of my wife 's information. Several days later, the new account appeared online, in their online banking system but did not display the interest rate ( likely under 1 % ). I called the XXXX number to speak with a customer service agent and they advised me that I was not on the account. I explained that the account was opened by me using my driver 's license. Also, I had authenticated with them with the password on my account. Since I was logged into their online banking portal, I could provide complete account number for all XXXX of my accounts, including a checking, XXXX savings, and a mortgage account. I asked to speak to a supervisor or manager so I could understand the protocol around authentication and account ownership. I was once again advised that I do not own or have access to the new savings account opened earlier this week. I asked who opened it and they again stated they were not allowed to discuss the account. I will likely be closing my account after the rude treatment and lack of service. I 'm not sure if there are regulations which protect me from not being able to get access to my money or account information, but the whole experience just seems backwards. It is sad to end a banking relationship with a bank I have trusted for over 10 years ; and also it is annoying that I will have to reroute a handful of auto-payments for utilities, etc to a new financial institution. Oh well, I guess BBVA has too many customers, and their cost of customer acquisition must be very very low. Good for them, bad for me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-30

Dallas, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-30

Encinitas, CA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-28

Alafaya, FL

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-28

Bellaire, TX

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: I use BBVA Compass Bank to send an International Transfer to XXXX. They take the money for my account, but never deliver that money. I contact them, and after an apologize, the say will send the money, and never happen. I call and call, with the same results. 1 ) Do n't send the money, 2 ) Do n't return the money to my account.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Dunnellon, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Carricitos, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

Scottsdale, AZ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-26

Bedford, TX

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-26

Arvada, CO

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-25

Mabank, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I traded my car on XX/XX/2015 that was financed by BBVA Compass Bank in XXXX, Alabama. They faxed pay-off to XXXX on XX/XX/2015. On XX/XX/2015 I called the customer service department to inform BBVA that the pay-off would be forthcoming and they said my account would be not over-due if lf paid within 30 days. I thought everything was fine traded many vehicles and on XX/XX/2015 I received as past due notice from BBVA the next payment was due on XX/XX/2015 but again was told since car was traded as long as paid within 30 days would not be considered late. I called the dealership where car was traded at XXXX and was told pay-off was sent on XX/XX/2015. I called BBVA customer service back and they did not locate the payment. I called XXXX back she tracked USPS and it arrived in XXXX, Alabama about XX/XX/2015. I called back next day they still did not have payment showing in system and all the customer service department could do is send an email to payment department inquiring on check if was received. I called everyday since XX/XX/2015 trying to see if they ever received pay-off finally was told yes payment was received on XXXX to an individual who had check sitting on their desk and was told could not post payment because additional monies was due since did not receive on XX/XX/2015 that was the payment due date for pay-off. I knew they probably had payment on time because in the past they lost one of my payments and my local bank sent proof with tracking number that they received the payment timely. If you look at XXXX XXXX reviews about this bank you will find similar complaints with consumers payments being lost and you ca n't get straight answers. Later we received notice that they sent my account to their collection department. I called the collection department and notified them that this car had been traded on XX/XX/2015 and pay-off was sent but lost somewhere. The collection department did not know any of this and does not have access to the customer service department notes of my calls to them everyday. They sent me back to another customer service representative who found the payment but states it could not be posted until the rest of pay-off was received. I called back to XXXX dealership and they sent an over-night payment for additional amount requested with name of person who received and tracking number that was received by BBVA on XX/XX/2015. Customer service sent a message to a the person who was holding the original payment to give them tracking number and date received ( customer service only has access to email other employees instead of calls which is not good business ) I called back customer service everyday after and the lady said they could not locate the check that was sent XXXX and I was told BBVA sent original payment back to the XXXX Dealership they requested 1 check for full amount due which was want on XX/XX/2015 per customer service. Later I called again after several calls and was told they located other payment and mailed back that check to dealership on XX/XX/2015. I asked that they remove from collections because original payment was there within 30 days and BBVA held that check and did n't send dealership notice timely that they needed additional payment. The collection department said they had no control over account being reported to credit bureau it sends past due notice automatically after 30 days. The customer service department stated over and over that they would clear account up and back- date to original payment received on XX/XX/2015. After reading reviews customers accounts have not been cleared of delinquent payments from this back. The remainder of payment for one check was sent again as over-night and shows made it to XXXX, Al on XX/XX/2015. The dealership stated they did receive both checks two different dates. I have always had good credit please have this bank clear this up.
Company Response: Closed with explanation

Disputed: No Timely Response