BBVA FINANCIAL CORPORATION

2015-08-13

Reno, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-13

Arlington, VA

Credit decision / Underwriting

Mortgage: Other mortgage

Complaint: Applying for a mortgage and credit report came back stating that Compass Bank reported I have been delinquent on loan since XX/XX/XXXX. This is not the case. Compass Bank Home Equity Line of Credit account number XXXX was closed XX/XX/XXXX. This is reporting on credit as a new delinquency when delinquency occurred XX/XX/XXXX. I filed a complaint with XXXX in XX/XX/XXXX as I uncovered Compass Bank was reporting I owed {$21000.00} a month - hurting my DTI. They corrected this issue as it now reports I owe $ XXXX but created a new problem as the date of my last delinquency is now reflected as XX/XX/XXXX - the date they corrected the $ XXXX reporting. The date of my last delinquency should be reported as the XX/XX/XXXX date, not the date they corrected my original concern. Please help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-12

Atascocita, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-08

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-06

Lewisville, TX

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-08-06

Magnolia, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: In 2013 a good friend was killed XXXX. Hiswife was not working, did not have a bank acct. or driverslicense and was totally dependent on him for her and herXXXX teenagers support. He had several insurance policies, onepaid out {$70000.00} immediately and she was sent checks todraw from a brokerage account, but with no ID she could donothing to access it. I offered to deposit some of the draftsinto my checking account and give her the cash when theycleared. Then I cashed XXXX checks totaling {$7000.00} over a XXXX dayperiod and the bank made the funds available the next day. I had been doing this for months and nobody thought shehad either spent {$70000.00} yet or would write worthless checksas there had been no problems to date. Then the XXXX checksbounced and she would n't cover them. She had a check foranother {$70000.00} in hand and upwards of a XXXX dollarscoming. I informed the bank and filed charges and after I worked very hard with the XXXX XXXX, Texas XXXX office I got the funds repaid. Every penny, the XXXX XXXX XXXX XXXX office sent the check directly to the bank made out to me, and Compass Bank collected everything owed them and gave me the rest. They seemed grateful to me at the time and told me while they had to close my acct., no negative report would be issued by Compass Bank XXXX There is nothing ambiguous in that statement, nothing open to interpretation or given nuanced meaning. And something else not open to interpretation is the fact Compass Bank made the funds available before the checks had cleared. I in no fashion coerced or forced Compass Bank to give me anything, I do n't have access to their vault or any means to get money from them they do n't willingly give me. The bank 's security department went over several these transactions exhaustively at the very beginning and only approved them after an exceptionally thorough and very intrusive vetting and interview of me and this person to assure that neither of us had any ill intent in these transactions. After time I did request that the bank lessen the hold time on the deposited checks but the decision to do so was entirely theirs. The transactions were totally transparent, at no time did Compass Bank not know everything I did regarding these transactions. So how can Compass Bank, not their Loss Prevention Department since the public sees them as a single entity, how can BBVA Compass Bank issue to the world, defend and refuse to retract this libelous and defamatory statement about me in their " contribution '' to my file at XXXX regarding the closing of my account : " Transacting ( or attempting to transact ) with an account in an unauthorized or prohibited manner ''? I have opened XXXX bank accounts in thelast 2 months, only to have XXXX XXXX cause them to be closed2-3 days later. I am a XXXX, I ca n't survivewithout a bank account and these two companies havenearly broke me. I have lost XXXX ofdollars in actual and potential income because they willnot correct a mistake.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-08-04

Lewisville, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: I am 3+ years into a 5-year auto loan with BBVA Compass XXXX Until 3 months ago, I received a monthly " Billing Notice '' showing the coming month 's payments amount, and the breakdown of principal, finance charge and any additional fees/charges. My loan is structured such that the interest and principal fluctuates from month to month. I called the bank today to query why I have not received any Billing Notices since XX/XX/XXXX and was told that I would no longer receive them because I had a " Payment Book ''. However, I have always made payments via a Payment Book, and the bank could not explain why this should now mean that I do not receive Billing Notices. I asked if I could be sent monthly statements, and was told that I could not, although I could contact the bank periodically and request that a statement be mailed to me. I like to know what is the principal component of each month 's payment, so that I can have a better picture of what my balance owing will be in XXXX/XXXX/18 months, especially given the apparently random manner in which the bank determines the principal/interest split each month. I have online access to my BBVA account, but again, this does not provide monthly statements. All that I have access to is payment amounts ( total paid and date received ), and the loan payoff balance. There is no information available to me as to principal / interest payments, and the actual principal balance remaining. It is my understanding that banks are legally required to provide regular statements, and BBVA is not doing this. I suspect that the reason for this is that the bank has obtained most of its interest payments already, given the that the loan is set up for lower principal / higher interest payments in the early years, and low interest / high principal payments towards the end, and so the bank cares not for providing acceptable levels of service and would prefer at this point that I closed out the loan and took my business elsewhere. A further complaint I would like to make is about the lack of disclosure when I took out the loan that there would be such erratic discrepancies each month in the principal payment. I would not have agreed to the loan ( which has an interest rate of 5.6 % ) had I known that I would be paying upwards of 10 % interest in the first 2-3 years, and 3-4 % in the last 1-2 years.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-30

Winton, CA

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-30

Discovery Bay, CA

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Complaint: Hi, We were first approved for a HELOC with BBVA Compass bank and then rejected inspite of having impeccable credit and spotless credit history because we are " not US citizens ''. We already have a XXXX mortgage on our home and have never been late, missed any payments in our life. We applied for a loan ( and declared that we were not US citizens from the beginning of our application ) of XXXX and were approved for XXXX. Then when we were about to close we received a denial letter and the Mortgage broker told us that we were denied because we are not US citizens. From our standpoint, this is discrimination by a bank claiming to be Equal Lender, based on country of origin.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-28

Waco, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-28

Boerne, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-27

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-24

Cambridge, MA

Closing/Cancelling account

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-22

Lewisville, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: My husband and I have accounts at BBVA Compass Bank. XXXX of these accounts are CDs. Each CD pays interest quarterly. The latest interest for these XXXX accounts was XXXX XXXX, 2015. The interest on XXXX account was delivered via mail on XXXX XXXX, 2015. The interest check on the second CD account did not arrive. I waited until Friday, XXXX XXXX, and called Customer Service at BBVA Compass Bank. I was told there was nothing they could do, that I had to personally drive to the bank for assistance. I went to the bank and spoke with a banker there, who told me that since it had only been a little over one week since the interest check was missing, that there was nothing he could do. I had to wait two weeks for any help. I waited until XXXX XXXX and went to the BBVA Compass Bank location at XXXX XXXX and XXXX XXXX in XXXX, Texas. I spoke with the Bank Manager there who made several phone calls. He determined that the check had not been cashed. He also stated that they would put a Stop Payment on the check and if it did arrive in my mailbox, I should just shred it. He further stated that the replacement check would be processed the same day and I could come back that day for it. I asked him if the interest check could be deposited into my checking account. He said that would be fine. The next day, the Branch Manager called me and said the check would be processed Monday, XXXX XXXX. I could check the website on Tuesday, XXXX XXXX, and the check would show in my checking account. It did not appear Tuesday morning, as I expected. I called Customer Service to see if they had any record of the interest being deposited into the account. XXXX, at BBVA Customer Service, stated there was nothing in the accounts, no deposit, no notes that showed any transaction. XXXX promised to check into the matter and call me back. It is now almost XXXX and I do not think XXXX or anyone else from BBVA is going to call. The interest in question is {$37.00}, not a huge sum of money. However, I have been waiting for this money owed to me for nearly three weeks. What miserable customer service. Unconscionable of them to treat a customer in this manner.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-22

Humble, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-21

Brooklyn, NY

Customer service / Customer relations

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-07-21

Bedford, TX

Billing disputes

Credit card:

Complaint: BBVA Compass is scamming customers. When a customer pays their credit card bill at the BBVA Compass website, here is what happens : The funds are IMMEDIATELY withdrawn from the customer 's checking account. However, it takes 5 days to post to the credit card. I often transfer {$5000.00} from my checking account to my credit card balance ( on the BBVA Compass website ), and this happens everytime. Bottom line : they TAKE my money out of checking immediately, but withhold the payment to my credit card for 5 days. This is unfair to the consumer who now can not access the money from the checking account, but still does not have their balance cleared on the credit card.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-21

AL

Credit determination

Credit card:

Complaint: Disapproved BBVA Compass XXXX XXXX Credit Card based on information from ; XXXX XXXX Credit Report, Reason " Insufficient Credit History '' and XXXX Reason " " Unable to Verify Indentifying Information ''. Credit score XXXX out of possible XXXX ' Other reasons ; 1. Proportion of Loan Balances to Loan Amounts. 2. Prop of Balance to High Credit on Banking Rev on All revolving Accounts. 3. Too few Accounts Now Current.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-07-21

Union City, GA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-20

N Las Vegas, NV

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-17

Houston, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-14

Modesto, CA

Settlement process and costs

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-14

Grangeville, LA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have an account with BBVA Compass. Appears they charge fees whenever they decide to. I was charged {$10.00} from my account without them giving me an actual date. So I tried to call them today with 8 attempts, either I was disconnected from the robot call or someone from offshore. My account is set to speak with only someone in the United States. However these people refused to transfer my call. I 'm very disappointed with how BBVA handles banking for their customers and the phone reps should be educated on what the customer request. Their attitudes are horrible.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-13

San Diego, CA

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-13

Bellaire, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: On my account ending in XXXX, I have opted out for and and all courtesy overdraft protection options XXXX ATM & Everyday Transactions - Checks & All Other Transactions ). On XXXX/XXXX/2015 my available balance was {$31.00}. On XXXX/XXXX/2015 a payment in the amount of {$300.00} was posted ( POS AUTH XXXX XXXX Auto Finance XXXX ) I do not understand, if I have opted out of these services, why this payment was authorized. This also generated a NSF on my account in the amount of {$38.00}.
Company Response: Closed with explanation

Disputed: No Timely Response