BBVA FINANCIAL CORPORATION

2015-10-05

Colona, CO

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-05

Glendale, CO

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX I deposited an insurance claim check ( signed by my mortgage company and myself ) into a BBVA Compass ATM at XXXX XXXX XXXX XXXX XXXX CO XXXX. I then received a letter on XXXX stating that " multiple payees-payee not an account owner ''. On Monday XXXX 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 XXXX XXXX XXXX XXXX and then went into the branch to speak to a supervisor. When I got to the bank I asked for a supervisor, XXXX XXXX who was completely incompitant 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 verified that they have an image of the check both front and back and that she could see XXXX 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 check with multiple payees that it should be taken inside. She has no 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 can not do that now even thought they have the physical check in their custody she stated they just could n't. It is completely unreasonable to tell a customer that they can not make certain deposits at the ATM after the fact when there is no sign, and no notification what so ever. 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 XXXX that they could not access the check until Thursday. The customer service rep stated she did not know. It is obvious that XXXX XXXX is unethical and a lier. She misrepresented herself and lied about the whereabouts of the check.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-10-01

Portland, OR

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-01

Mesa, AZ

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-30

Rialto, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-29

Peoria, AZ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-28

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I am continually being charged overdraft fees on my account and am somehow able to continue to use my account when it is in the negative. I never opted in when I signed up for my checking or savings account for overdraft protection and under federal consumer financial protection laws all financial institutions must give me as the consumer the ability to opt in or out of the overdraft protection and BBVA Compass Bank opted me in for it at their discretion. As I have opted out of this when I opened the accounts for the very issue that I am facing now regarding the drastic and sizeable NSF charges the bank is charging my in their error. I was advised via a telephone call to BBVA Compass Banks customer service phone number XXXX on Saturday, XX/XX/XXXX at XXXX and was advised by a telephone representative that I would be refunded all NSF charges on my account as these charges were placed on my account at the banks error, and further I was advised that the representatives supervisor would be calling me within 24-48 hours to verify all the NSF charges have been refunded and as of this moment I have not been contacted. I need this resolved immediately otherwise I will contact my attorney to begin civil legal proceedings against BBVA Compass bank immediately to get these charges and the duress I 've encountered in dealing with this paid to me as soon as possible.Banks decide the order in which withdrawals will be processed from accounts, including electronic transactions, preauthorized debits and paper checks. The order of processing withdrawals has a large impact on the frequency of overdrafts and the cost to consumers with low balances. A bank that pays the largest check first can cause more checks to bounce for low-balance customers and can charge a penalty fee for each one. Consumers do not know the order in which items drawn on their account will be presented to their bank and are not likely to know the order in which their bank pays items. As a result, the Federal Reserve noted in adopting Truth in Savings regulations that consumers who areaware that their account may be overdrawn are not likely to know the number of items that will bounce or the total fees they will be charged. ( above from Federal Reserve Board, Final Rule, Regulation DD, Docket No. XXXX, XX/XX/XXXX, p. XXXX. ) -- -The new overdraft rules were written by the Federal Reserve XXXX The rules : -- -Prohibit financial institutions from charging consumers fees for paying overdrafts on automated teller machine ( ATM ) and one-time debit card transactions, unless a consumer consents, or opts in, to the overdraft service for those types of transactions. -Give you the right to opt out at any time -- even if you already have opted in. -Require that you get same account terms, conditions and features, including price, as other account holders, even if you do not opt in. In other words, you can not be discriminated against if you do n't opt in.-Are issued under Regulation E, which implements the Electronic Funds Transfer Act. -Prohibit financial institutions from associating the payment of overdrafts for checks and other transactions to whether the consumer opts into overdraft service. -- -Therefore BBVA Compass Bank has violated the following as well as the above against me and probably more consumer financial protection laws : Truth in Lending Act ( TILA ), Federal Banking Regulation E and Federal Banking Regulation Z.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-28

Austin, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-25

Scottsdale, AZ

Using a debit or ATM card

Bank account or service: Checking account

Complaint: i had fraud on my acct. contacted BBVA over 30 times and never can get a answer. Just get transfer. No one has answer! I had money taken out of my acct and kicked out of bank for weapon. I have police report i contacted XXXX can never return calls. Its been since XX/XX/XXXX over 90 days. I return calls. Perosn called me and said they work for bbca and i told them the issue and they put me on hold called someone else and chatted for hour and they told me they call me back 4weeks ago for XX/XX/XXXX. I called on XX/XX/XXXX spoke with XXXXpeople XXXX cold transfer and now i been on the phone for 1 hr and still nothing. Money was stolen from the acct and charges made also. BBVA COmpass bank. Visa debit card.. XXXX in Fraud dept stated theres not really any notes to go off of. She get in contact with another dept tomorrow. It also takes hours to get a hold of someone. They stated they send me all this stuff still nothing. I call each time i get transfer around the call center. I called so many people and no phone calls return. I call during business hours. They state they have called and left vociemail nothing. i have phone calls recorded and video of inside the bank and also call logs. Its be posted on social media and etc by XXXX XXXX if this is not taken care of.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Norfolk, VA

Application processing delay

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Mechanicsville, VA

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Peoria, AZ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-22

Taft, OH

Application processing delay

Credit card:

Complaint: I applied for a BBVA NBA XXXX XXXX card application on XXXX XXXX, 2015, XXXX XXXX, 2015 and XXXX XXXX, 2015. BBVA requested and received my XXXX Credit file on each date listed. I received XXXX ( XXXX ) letters regarding each application stating that each application was declined due to " unable to verify identifying information ''. I have contacted BBVA repeatedly in an attempt to understand what information the company was unable to verify. Each BBVA representative basically stated the same thing that identity verification failed and wait a few months to reapply again. Unfortunately, no one within BBVA has the ability to inform consumers of what identity failures have occurred. It was recommended to contact XXXX directly to verify my information. I contacted XXXX and verified that all my identifying information listed on my BBVA application matched the information in my XXXX credit file. XXXX actually recommended that I contact BBVA to discuss any identity verification directly with them as my information with XXXX is correct. The information on my BBVA applications were in compliance with with Section 326 of the USA Patriot Act which mandate that financial institutions verify certain information about applicants, including name, legal address, date of birth and Social Security or Tax Identification Number, while processing account application.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-09-21

Phoenix, AZ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-17

Val Verde, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-16

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: The bank BBVA Compass charged my checking account discriminatory XXXX NSF charges of XXXX each totaling {$380.00} and they did this while not processing charges I made to my account in the order they would normally process to a bank. Therefore they changed the way transactions process so they could knowingly profit off of charges by discrimination.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-09-14

Saint Augustine, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-10

Chicago, IL

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2015-09-10

Panther Creek, TX

Advertising and marketing

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-10

Colville, WA

Deposits and withdrawals

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-09

Morningside, NY

Customer service / Customer relations

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-09

Albuquerque, NM

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: Sub was repossessed XX/XX/XXXX when I was on unimployment XX/XX/XXXX I got a call from compass bank XXXX to satisfy the loan which was XXXX at the time so we negotiated for half that and XXXX dallers a month which I could not afford but I said ok she said make a few payments and they might right off the rest so after making a couple of payments my XXXX dollars a week of unemployment benefits I could not pay it they must have sold it to a company because when I went back to work XX/XX/XXXX I got a letter from my employer that I had to relinquish 25 % of my after tax income to the sun loan company and that I owed the. XXXX And some change I 'm at a lost for this please help my phone number is XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-09

Newport Beach, CA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-07

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage company has been charging me {$580.00} a year for hazard insurance. The property is already fully insured by my HOA. it is a condominium. I only own the space between the walls. They bought insurance to pay for the restructure of walls and property that are already fully insured and do n't belong to me. I just discovered they were doing this for XXXX years because they were hiding the charge by debiting my loan. It was not done through escrow or was i ever notified nor given a copy of the policy. They hid the charge by calling it an escrow disbursement. but no escrow disbursement occurred, it was a debit to the loan. I was aware I had a separate {$550.00} escrow disbursement each year. They led me to believe that this was the same transaction. This is fraud. I finally discovered what was occurring after they finally titled the loan debit a " XXXX '' payment this year which alerted me to the charge. My hazard insurance is through the HOA. the property is fully insured as required by the terms of the loan. My mortgage company surreptitiously and fraudulently bought additional coverage to benefit financially from the commission from the insurance company and put an additional debit to my loan to charge me interest on the insurance cost. It should have been an escrow charge
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-05

Houston, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: XXXX XXXX XXXX had checking account XXXX with BBVA Compass Bank. He received a wire of {$1300.00} funds from an associate he has been having business with. He withdrew the funds for business purposes within 5 days of receipt. XXXX XXXX XXXX of the bank 's XXXX XXXX, telephone XXXX, option XXXX, then said a XXXX party, not identified, communicated to the bank that the funds in the wire received were his funds and not intended to be wired to XXXX XXXX XXXX account, cited above. XXXX XXXX XXXX then closed this account, stating " fraud '' had occurred in sending someone else 's funds to XXXX XXXX XXXX account, and refused to refund {$170.00} in the account at time of closure. She said she had the XXXX party not identified withdraw the funds. The {$170.00} was from a deposit of XXXX checks in XXXX XXXX XXXX name, not wired in funds. XXXX XXXX XXXX contends in this matter that the party committing the " fraud '' is the unidentified XXXX party who made the allegation that his funds were improperly wired to XXXX XXXX XXXX account. XXXX XXXX XXXX is asking for a refund of the {$170.00} in his account when it was closed.
Company Response: Closed with monetary relief

Disputed: No Timely Response