BBVA FINANCIAL CORPORATION

2015-10-25

Mabank, TX

Other transaction issues

Money transfers: Domestic (US) money transfer

Complaint: I have a checking, savings, and mortgage loan through BBVA Compass Bank. I acquired the loan XX/XX/XXXX and up until the past year had not had any issues. However, on XX/XX/XXXX I received notice that my mortgage payment due on XX/XX/XXXX had not been paid when I in fact had made payment via money transfer from my checking to my mortgage account. Compass customer service recognized that the transfer was attempted in XXXX prior to its due date, but was not effective for some unknown reason. The issue was resolved. Once again on XXXX the same issue arose. I was notified of non payment of my mortgage when I in fact had paid via online account transfers. I was told my reference code given at time of payment was not valid proof that payment had been made/attempted, and that the confirmation code given at time of payment was not valid proof the payment was successful. I made an over the phone payment to resolve the debit and I was told for future reference to check the payment had been deducted from my checking account 3-5 business days following my online transfer. This to me seemed excessive, giving that I was merely attempting to transfer funds between a checking account and a mortgage account within the same banking system. I decided the easiest way to assure timely payments were made to the mortgage loan was to set up automatic transfers from the checking to the mortgage account. I authorized 6 monthly transfers to occur on the XXXX of each month. When I logged on to my online account profile 3 business days later XX/XX/XXXX I was shocked to see my checking, savings, and mortgage account balances all displayed as {$0.00}. I quickly contacted customer service and was assured this was a mere online banking system glitch and my accounts were in fact intact. The next few months went by and all seemed well with payments automatically transferring in a timely manner XXXX. Then on XXXX I once again received notice that my mortgage account was delinquent for non payment. I logged in to my online banking account and noticed my profile was incorrect. I could no longer access or view my mortgage account ; it seemed to be non existent. Further more, there was no record of the automatic transfers I had authorized. I once again called customer service multiple times and was given the run-around, hung up on, and was being transferred from XXXX department to the next. No one could seem to answer my questions as to why I was not able to view my mortgage account or resolve my issue. I was told everything was fine and I just needed to make payment and would be charged a late fee for non payment. I refused to pay a late fee due to the fact that the payment should have been made via the automatic transfer between the XXXX accounts within their system. I have yet been able to resolve this issue and currently ( XX/XX/XXXX ) am still unable to view my mortgage account online to assure the payment I made over the phone with a customer service representative was even successful. I do not feel comfortable with the fact that I do not have access to view or manage my mortgage account at my convenience. I can not monitor payments that I make, nor view funds being disbursed. I can not confirm the remaining automatic transfers are still valid.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-23

Inglewood, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Birmingham, AL

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-23

Plano, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-22

Hoard, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-22

Alachua, FL

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: A total of XXXX fraudulent charges again my Compass Bank credit card on XX/XX/XXXX & XX/XX/2015. I and the additional card holders all have the credit cards under our possession, but there are XXXX fraudulent charges in XXXX, Texas.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-21

Flower Mound, TX

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-21

San Diego, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-21

Mahwah, NJ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Carrollton, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-10-15

Richmond, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-15

Portsmouth, VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I had signed up for a site called XXXX, where you could by Bitcoins using your bank account. I stopped monitoring the account because I no longer wished to do business with them. Unbeknownst to me, my data/devices were compromised after using them on an compromised network ( my temporary place of employment has significant security issues ). Through this, someone was able to access my XXXX account, initiate thousands of dollars of purchases ( initially in small amounts, then larger ) and send the money out from the account without any additional verification being asked for by the provider of the service. I advised my bank, Simple.com ( attached to XXXX XXXX ), of this. I owned up to the initial few orders I placed with XXXX, knowing that this makes the proceedings more complex. They researched it and denied my claim, citing XXXX initially saying all the transactions came from the same single IP. I pushed them for details and documentation, but they provided nothing other than the notes of a phone call. They said they 'd research it again. The results of the research led to another denial that hinged, again, on the very same notes of a phone call with no real documentary evidence. They said that, since I authorized their use of my account for ACH withdrawals and never explicitly removed that authorization, that they had no ability to dispute the charges despite my indicating that I never authorized them. They sent me to the provider to argue my case for them to refund me, which I will report in a separate claim, but knew would n't be fruitful. Everything I 've found online suggests that even ACH withdrawals that are in dispute from a previously authorized third party are to be fully disputable. Simple says that is not the case. I asked them to provide their published ACH dispute policy and they said they did n't have one. I asked them why they do n't publish their policy when it differs from common practice ( like what the XXXX notes ) and was then told I 'd need to send all further correspondence through postal mail, as my account was closed ( they closed it because they acknowledged my account information was compromised, even when they said none of the charges are disputable or even appeared to be fraudulent ).
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-14

Austin, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Wesley Chapel, FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Just recently, I am receiving several items of mail from BBVA COMPASS BANK. These pieces of mail are1 ) Notice of Insufficient funds of {$600.00} in Account XXXX ) Notice of Load Advance of {$230.00} in Account XXXX ) Notice of New Loan Balance of {$2000.00} in Account XXXX ) Notice of checking account balance of $ XXXX in Account XXXX ) Notice of Amount of Deficiency of {$250.00} ) Issuance of XXXX XXXX Cards, which I have destroyed. My issue is that until now, I never heard of BBVA COMPASS BANK and have never have done any business with them. My concern is that his could be a case of attempted identity theft. I have made several attempts to contact BBVA by phone, ( no local BBVA Banks near my residence ), and can not get any answers to why this is happening. Every phone call ends in a dead end. Any help you could give me would be much appreciated.
Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-10-13

Denver, CO

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-13

Wilkes Barre, PA

Credit determination

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-13

Bedford, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: BBVA Compass - I have called them XXXX times in last XXXX mo 's to get my payments to them on time. They start then stop sending me paper statements. They do not post my payments as I instruct them too. Their customer service is horrible with long phone wait times, disconnects, and lying to me about submitting my requests. I am sending in additional money to pay this XXXX yr. note off faster. They refuse to refinance me at lower rates, due to a XXXX year old bankruptcy, They put my loan in there bankruptcy dept. Which it never should have been. I can not determine if the additional principal I send them is being applied. I can not get there representatives to explain it to me as well. Every month it is a different problem. Now they say there is a XXXX $ fee for submitting payment over the phone. When I complained - they said " oh your right - there is no charge ''. I have XXXX years to go on this loan, but do n't know what I owe or when it is being corrected as far as the Additional principal is concerned.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-09

Ivalee, AL

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-09

Reno, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-08

San Antonio, TX

Cont'd attempts collect debt not owed

Debt collection: Other (i.e. phone, health club, etc.)

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-08

Finksburg, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am submitting a complaint regarding the negligent manner in which BBVA Compass processed our mortgage application. XXXX XXXX XXXX ( Mortgage Banking Officer at BBVA Compass - XXXX # XXXX ) used information that she inputted for us XX/XX/XXXX, and rather than verify that it was correct, copied this information into the new loan application. Once we were provided the disclosure and GFE, we noticed the errors and notified XXXX XXXX. Despite this, we continued to receive disclosures and GFEs with the same errors. We attempted to contact XXXX XXXX on numerous times by phone and email but were unsuccessful. As a result, we had to contact XXXX XXXX XXXX ( BBVA Compass Mortgage Loan Coordinator ), to find out the status of our application and to inform her that there were still errors. XXXX XXXX told us on XX/XX/XXXX that she was also unable to reach XXXX XXXX, and that her supervisor XXXX XXXX XXXX had talked to XXXX XXXX 's supervisor XXXX XXXX XXXX ( BBVA Compass Area Mortgage Sales Manager for XXXX / XXXX ). XXXX XXXX gave us XXXX XXXX ' contact information. We called XXXX XXXX on XX/XX/XXXX to discuss these problems, but were disappointed that XXXX XXXX made no attempt to contact us first. Also, XXXX XXXX 's decision to process the loan as a primary home and then change the loan to a XXXX home caused confusion for the underwriter and for us. XXXX XXXX indicated that in order to process the loan as a primary home, my wife would need to change her employment start date so that her income XXXX could be considered. This caused my wife to have to renegotiate her start/end dates. This was unnecessary, because XXXX XXXX later determined that the loan needed to be processed as a second home. In order to secure underwriting approval, XXXX XXXX misstated our intentions to the underwriter without our knowledge. She told the underwriter that I would continue to work for my current employer while teleworking XXXX. This was a complete fabrication. Once we became aware of this, we asked her to fix it. As a result of XXXX XXXX 's actions, we were asked by the underwriter to provide a letter explaining our job situation and intentions with respect to our current residence. Also, XXXX XXXX did not keep us regularly informed of the status of our loan. We continued to receive disclosures and GFE 's with changes to the origination charges and interest rate. XXXX XXXX did not contact us and explain these adverse changes. XXXX XXXX failed to order the appraisal in time to meet our appraisal contingency in spite of having the executed contract. Furthermore, XXXX XXXX did not return phone calls from our realtor regarding the appraisal. Because XXXX XXXX failed to order the appraisal in a timely manner, we had to renegotiate the contract and request an appraisal extension. On XX/XX/XXXX, XXXX XXXX told us that underwriting had conditionally approved our loan. On XX/XX/XXXX we received an automated message indicating that an adverse action was taken on the loan. We tried to contact XXXX XXXX, but we have not been able to speak to her since XX/XX/XXXX. On XX/XX/XXXX, we called and talked to XXXX XXXX. He said that he would look into the reason for the adverse action and would contact us the following day ; however, we did not hear from him. On XX/XX/XXXX, we left messages on his work and cell phones, and we emailed him and XXXX XXXX. We did not hear back from anyone until XX/XX/XXXX when XXXX XXXX called to tell us that our loan application had been denied. He did not provide a reason. We then called our realtor and found out that XXXX XXXX had contacted her first. He told our realtor that our loan had been denied, and he blamed it on us. In the words of our realtor, " he threw you under the bus ''. XXXX XXXX contacted our realtor without our permission, and in doing so violated our rights to privacy.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-07

Finksburg, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: BBVA Compass bank violated our privacy when XXXX XXXX XXXX XXXX BBVA Compass Area Mortgage Sales Manager for XXXX / XXXX XXXX XXXX disclosed Nonpublic Personal Information ( NPI ) on XXXX XXXX 2015 to our realtor without our permission. XXXX XXXX disclosed to our realtor that the BBVA Compass bank underwriter had denied our home loan, and he discussed the reasons why our loan was denied. This violated our rights to privacy. To make matters worse, XXXX XXXX notified our realtor prior to notifying us of the underwriter 's final decision. We believe this is a clear violation of Federal Privacy Laws including the XXXX XXXX and XXXX C.F.R. Part XXXX. As a manager at a major financial institution, XXXX XXXX is responsible for overseeing the servicing of loans and mortgage applications, and he should have been aware of his obligation to protect our NPI.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-06

Austin, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: In XXXX, a withdrawal was debited from my checking account each month by a name unknown to me. The withdrawals were suspicious because the amount of money and the dates were different each month. After several months of this I called my bank to tell them I did n't recognize these charges. I was told that I would have to contact the payee in order to stop it because I was the XXXX that authorized it. I could n't find any contact information on the company and did n't know what to do. I eventually filed a dispute and had to close that account in order to stop the debits. During that year this fraudulent company had taken a total of {$630.00} from my account. The bank reimbursed me for XXXX of those debits as well a XXXX notices admitting that it was the banks error. They would only reimburse me {$110.00} of the {$630.00} that was taken. After opening the new checking account I began accruing Over Draft Fees. It became like clockwork each month XXXX day before my retirement check of a mere {$480.00} would be eaten up by these fees. During XXXX XXXX - XXXX XXXX, I was charged {$1600.00} for Overdraft and Insufficient Funds. Since then, I have gotten so far behind that it 's impossible for me to pay all of these fees and catch up. They have charged me at least another {$3000.00} in Overdraft fees since XXXX XXXX. I am attaching a letter that I had my attorney write to them and the documents with proof. It is because of their error which they admit to, that caused the charges in the first place. Please help me get my money back!
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-10-05

Inglewood, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response