BBVA FINANCIAL CORPORATION

2015-07-13

Aurora, CO

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-11

Macclenny, FL

Late fee

Credit card:

Complaint: I signed up for a credit card with XXXX XXXX Bank in XXXX XXXX, Florida. They apparently collaborated with BBVA Compass to issue cards for them. I pay my bills online through my XXXX XXXX Bank checking account. Most of my bills are paid electronically except for the BBVA Compass XXXX which would not accept electronic payments ( seriously? ). I would schedule the payments 5-7 days before the due date but would always end up with a late charge of {$23.00} and a finance charge ( I pay off my balances every month ). When I would look at my XXXX XXXX Bank transactions it would show the checks sent on time but for some reason Compass Bank would not " receive '' the payment until the day after the bill was due. I would call every month and complain about the late charge and finance charge and every month they would graciously reverse the late charge but would not reverse the finance charge. I believe XXXX XXXX Bank was scammed by BBVA Compass with no electronic payments and unfounded fees to their customers. XXXX XXXX Bank ended their relationship with BBVA Compass Bank for credit cards ( effective XXXX XXXX, 2015 ). As this was a cash rewards card I called BBVA Compass about my cash rewards balance being applied to my final statement but was told this was only credited on the anniversary date of the card, which in my case, is XXXX. So it looks like I was scammed with finance charges and now lost cash rewards! I am only one person and I know I am not the only one who was caught up in this scam.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-09

San Diego, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-07-08

Plano, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-06

Phoenix, AZ

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-07-02

Long Beach, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: 1. The bank has discriminated against me, in the handling of my account ; a XXXX veteran and minority. 2. The bank has refused to provide account information, which they are required by law. 3. The bank has completed illegal, unauthorized credit and/or consumer reporting investigations. 4. The bank has refused to follow the guidelines regarding consumer card purchases and protection from unauthorized charges. 5. The bank refuses to fulfill it 's legally required obligation of appropriately investigating and returning the funds from unauthorized card transactions. 6. The bank has refused to provide the contact information for their legal department or compliance department for reporting account handling issues or service of legal process. 7. The bank has taken retaliatory action against my consumer account, for accurately reporting account handling compliance complaints. 8. The bank has refused access to my funds without explanation or reasonable notice. 9. The bank has refused to accurately identify who is the actual banking entity ; there are seemingly three different banks, however, which bank is actually the custodian of the account is unclear. It appears as though a corporate, non-banking entity is conducting banking operations ; whether or not this subsidiary banking relationship is legally authorized is unable to be determined at this point, because the bank is refusing to provide the information necessary to actually identify the responsible banking authority. 10. Overall, the bank has shown a pattern of unresponsiveness, lack of transparency, unethical business practices, and poor customer service ill-befitting an organization responsible for consumers ' deposits.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-30

Birmingham, AL

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-06-30

Danville, PA

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I have had BBVA Compass Bank as a lender since 2005. For the last XXXX months, I have not received a mortgage statement and they report they are " working on it. '' I have called them several times and they will not resolve it. They hang up on me. My mortgage is due to adjust now and they refuse to give me an update on the new amount.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-29

Modesto, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-27

San Antonio, TX

Taking out the loan or lease

Consumer Loan: Vehicle loan

Complaint: This item [COMPASS BK XXXXAUTOMOBILE INSTALLMENT ACCOUNT] is erroneous and fraudulent since I never authorized, co-authorized, nor consented to this particular auto loan in the past. I am requesting that the item be removed to correct the information. I have highlighted the items that necessitate rectification.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-26

Seligman, AZ

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: My problem is with BBVA Compass. My XXXX mortgage is with XXXX and my XXXX is with BBVA Compass. I have struggled for years to keep my home after my divorce and received no financial help from my former husband. I have had to rent out the house to keep it afloat. I can no longer find tenants to pay the amount necessary and need to sell the house. It has been on the market for 2 years and we finally have a buyer. This will unfortunately have to be a short sale as our market has not come back to previous values. We repeatedly asked BBVA to let us know what would they take to satisfy their loan and they repeatedly said to " Bring them an offer and they wo n't stand in the way of the sale ''. This is on many of the taped recordings with myself and XXXX XXXX at BBVA. XXXX has accepted the terms but BBVA will not accept the terms. XXXX can only give BBVA {$12000.00} under the HAFA program. I have offered an additional {$8000.00} and the agent has offered an additional {$2000.00}. That is {$22000.00} to BBVA. Now BBVA is saying that they want {$50000.00}. They did not take TARP money so they do n't have to follow any government rules. This sale was supposed to close on XXXX XXXX, 2015 and all involved are waiting for BBVA to accept and XXXX is closing the file. The worse possible scenario is to lose this buyer and the house go into foreclosure. Please help!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-25

Fort Worth, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-24

Killeen, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-24

Atlantic Bch, FL

Improper contact or sharing of info

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

Talked to a third party about my debt
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-23

Astrodome, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-23

Los Indios, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: BBVA Compass bank was advised of a Teller-caused error on XXXX XXXX, 2015. BBVA Compass stated that they did not make an error when contacted about it on XXXX XXXX, 2015 via the customer service line. Their phone representative told me that the withdrawal was done by someone who had full access to the account and funds. Account holder told the representative on the Customer service line that this was not true because there was no signature card on the account for this person. When the bank was visited on XXXX/XXXX/2015 at the XXXX location, the account representative told the account holder that there would be no issue disputing this transaction and getting the money reimbursed. Account representative was told that arrangements would be made to regain payment for this error from the person who withdrew the account ( account holder 's father ). Due to personal reasons and familial relationship to this person, the account holder waited until XXXX 2015 to open a formal dispute. The account representative at the branch in XXXX was visited and informed of the situation. This person contacted the branch that committed this error and instructed them of the error they caused and that there has not been a repayment of this transaction by this person withdrawing the money as he has recently been having health related issues and could not repay. They stated that they would make efforts to contact the withdrawer of the account and inform him of the need to repay this money. The person told the account holder that it would take 7-10 business days before there could be a resolution to this problem. During this call, the account representative asked about XXXX XXXX being possibly entered as a beneficiary and account holder agreed to accept this option. However, it seemed that this was done to make it appear that the bank teller did not make such a gross error and misjudgment in giving these funds to the wrong person. On XXXX XXXX, 2015, without telling the account holder, the account was deemed to be fraudulent and instructed via voicemail to call back as the account may need to be closed. The account holder called the fraud account specialist that the account was not compromised as the error was caused by the bank teller and not by the person as he had asked for the balance on his account, not remembering his account number due to recent XXXX treatments received. The account holder then tried to prevent some overdraft fees when the debit card associated with the account was canceled on XXXX XXXX, 2015. There was no documentation to support the need to close the debit card. Then the customer service line was contacted that same day and told the account was deemed fraudulent and had automatically closed the debit card. The local branch was visited again and informed of all the issues with this account and that there was no resolution to the prior issue and had waited over 20 days to get a resolution to the problem. The account representative then qualified the account holder for a credit card to help avoid such large overdraft fees occurring by accident. The account holder had XXXX or XXXX overdraft fees reimbursed as caused by the debit card being canceled without notification. However, the issue of the XXXX dollars was not addressed. The account holder has waited for nearly 2 months to try to receive a result to the internal investigation being conducted, but each time the fraud specialist can not provide a deadline for this transaction to be resolved. The last conversation that the account holder has had with the fraud specialist is that they would email the investigator of this dispute and try to receive some information to relay to the account holder about the status of the investigation. Meanwhile, the fraud specialist only states to look at the account to see if the funds appear, but it has taken too long to get a response.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-22

Stkn, CA

Deposits and withdrawals

Bank account or service: Other bank product/service

Complaint: My cousin from XXXX wired {$1300.00} to my bank account, however my bank only posted {$1300.00} to my account. Then my cousin wired another {$130.00}, but only {$110.00} was posted. My bank also charged me {$10.00} for each wire on top of what they posted. I called my bank to find out why they posted both wires that were {$20.00} short for each wires, and the person that I spoke to said that those are the only amounts that they received and that advised me to have my cousin go to his bank. My cousins bank said it 's on my side. I just do n't know what to do, both banks are pointing at each other, and I do n't know where to go.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-22

Billerica, MA

Closing/Cancelling account

Credit card:

Complaint: I applied for a BBVA Compass XXXX XXXX XXXX credit card in late XXXX, but my account was placed a hold for unreasonable excuse ( due to bank incapability ) on XXXX XXXX, and I was just told it has been closed. During this time, it severely affected my normal life purchases and ruined my legal right to get cash back from sign-up bonus and bank promotion. Also, it will bring potential notes on my credit report, which would be intolerable. I hereby request compensation and a guarantee that nothing negative would appear on my credit report, thanks!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-06-19

Rayford, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-19

Houston, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-18

Houston, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-18

AZ

Deposits and withdrawals

Bank account or service: Checking account

Complaint: BBVA Compass charged me {$300.00} plus overdraft fees based upon the bank 's servicing a levy that was illegal on its face. Background : I was an XXXX resident and residential property owner at all times relevant. I moved to XXXX in XXXX for two years to wrap up my father 's estate. Prior to XXXX, I had an account XXXX with BBVA Compass. Upon relocation, I did business XXXX with BBVA Compass up until XXXX. I closed that account because the location was very inconvenient. I did not have an account with BBVA Compass in XXXX. In late XXXX or early XXXX XXXX, I returned to my home XXXX. During my stay XXXX I properly registered my XXXX vehicles a XXXX. When I came back XXXX, I timely registered XXXX vehicles XXXX. In approximately XXXX XXXX, I took advantage of a " No Fees '' promotion at Compass to open a small " petty cash '' account. I opened with only {$100.00}. On or about XXXX XXXX XXXX, I received notice of a levy on the XXXX. That notice came from Compass Bank, although it had allegedly been sent to my deceased father 's home in XXXX. That property has long been sold. Although I had not lived in XXXX since late XXXX XXXX, the levy notice asserted that Compass had levied my account on the authority of the XXXX Franchise Tax Board for failure to register my XXXX for the period from XXXX XXXX through XXXX XXXX. I called the XXXX Dept. of Motor Vehicles and explained the situation. They withdrew the levy. See attached. I then forwarded that document to BBVA Compass. On or about XXXX XXXX, XXXX, I received notice that my account was levied on the premise that my other car, the SAAB, was not registered XXXX. Like the XXXX had been registered XXXX before the expiration of the XXXX registration. Moreover, the Saab had been XXXX by an at-fault driver on XXXX XXXX, XXXX. I again called XXXX DMV and Tax Board and, again, they withdrew the levy. See attached. I forwarded that XXXX withdrawal to Compass. I also called them, but they refused to take corrective action. I then received an " overdraft notice '' that my account ( which had approximately {$100.00} in it XXXX was negative {$280.00}, and I was being charged overdraft fees. I called Compass, but they stated that they had a right to do this because ( a ) the XXXX address on the levy was known to them, even though they acknowledged they had my current XXXX address ; and XXXX b ) they did business with XXXX and, therefore, they would honor the levy. This is illegal because ( a XXXX XXXX had no authority to levy me because they had no right to registration fees on a car that was registered in another state ( XXXX XXXX ; and ( b ) The error showed on the face of the levy as it listed a XXXX address that BBVA Compass knew or had reason to know was incorrect ; and XXXX XXXX XXXX XXXX has no jurisdiction over non-citizens in regard to registration of vehicles. Compass refuses to reverse or waive the alleged " levy handling fee '' and overdraft fees. This is wrongful and must be corrected. Thank you for any assistance you can offer. XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-18

Vega, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-06-17

Beyersville, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-16

Brooklyn, NY

Rewards

Credit card:

Complaint: A while ago I applied and was approved for a XXXX XXXX XXXX card issued by BBVA Compass bank. The most compelling feature of this card that was, was 5 % back in reward points ( BBVA Compass call it TripleDouble Rewards points ) on all purchases during the XXXX All Star weekend ( usually happens in XX/XX/XXXX XXXX Two Weeks of XXXX Finals ( usually happens in XX/XX/XXXX ). So XXXX Two Weeks of Finals starts in XXXX XXXX and I start increasing my usage of the card to finally take advantage of the 5 % back in reward points, but BBVA Compass suddenly put a hold on my card and freeze it. I understand that this happens because banks may have security or fraud concerns, but this should get resolved by a call or otherwise by confirming the validity of transactions in a reasonable amount of time. It did n't work like that for BBVA Compass, they liked to keep my card on hold while the XXXX Two Weeks of Finals were passing and the account is still on hold. They included a feature in the Reward program they they advertised that convinced but when the time to use that feature arrived, they did n't let me use it. This is bait and switch.
Company Response: Closed with explanation

Disputed: No Timely Response