BBVA FINANCIAL CORPORATION

2015-05-15

Birmingham, AL

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Houston, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Hello, I am a XXXX year old single mother of XXXX. I am writing this complaint as I have no where else to turn. I had a checking account with BBVA Compass in XXXX, Fl in 2009. The account became over drawn, which was an over sight on my part. The account was closed. I have been fighting with this for years and BBVA Compass have not been helpful. They never informed me that I was reported to a company called XXXX XXXX Services. The overdraft on my account was simply an over sight. It was no way intended to cause fraud. I went into XXXX of the local BBVA Compass branches and spoke with a branch manager and I was given a print out of when the account was opened and when it closed. Keep in mind, this account was paid to a zero balance. The overdraft amount was {$7.00} according to my print out. I paid BBVA compass for the overdraft and any associated fees a few years ago. The word " Fraud '' has been hanging over my head every since and again there was no way this account was associated with fraud. I am not a criminal and I have no criminal record nor do I have fraud on my back ground. I am a law abiding working citizen that made a minor mistake and its costing me dearly. Please have Compass review there records and remove this label from my name. This account was not associated with nor intended to be used in any type of fraud activity. If BBVA Compass truly believe this account was intended for fraud, please prove it. I dont owe them anything. And if BBVA Compass does not want my business, I understand but please dont make it hard for me to move on to another financial institution. This is so unfortunate and these kind of practises are intended to hold back the already middle class to poor. Life is a struggle as it is and with paying additional fees to cash my payroll check or pay for pre-paid cards is really hard on me. If you can pull records from BBVA Compass, they allowed me to re-open an account only to close it a few days later and didnt give me an explanation. Never told me they reported me to a place called early warning services for the very very old account back in 2009. I have suffered enough. Again, please review your records as the account was not intended to be used for any mis-leading purposes. I have attached the printout that was given to me and a letter.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-05-13

Houston, TX

Credit determination

Credit card:

Complaint: credit limit was lowered from {$4000.00} to {$200.00} without notice and phone call to XXXX XXXX revealed they had done a soft check on my credit and XXXX had reported erroneous negative info, check with XXXX and credit is is good with them so dispute is with XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-12

Quartzsite, AZ

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: Who and what is this company? It needs to be removed from my credit report! This is only XXXX out of about XXXX that should not be there!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-12

PA

Closing/Cancelling account

Credit card:

Complaint: On XXXX XXXX, 2015 I applied for the XXXX XXXX XXXX card issues by BBVA Compass online. Within 2 hours of applying I received a phone call from BBVA compass to verify I did indeed apply for the credit card and answered verification questions about my identity. On XXXX XXXX, 2015 I received an email that I was approved for the credit card. I received the credit card on XXXX XXXX, 2015 and activated it without issue and used it a few times over that weekend of XXXX XXXX and XXXX. I tried to use it on XXXX XXXX and it was declined. The next day I phoned customer service and was told the card was suspended and was given XXXX different answers. I phoned later that week and wasted XXXX hours being on hold to only find out the information I was given by customer service was useless. Finally the XXXX week of XXXX 2015 I phoned in to discover the card was closed and received a letter on XXXX XXXX, 2015 that the card was closed per a request by me about fraudulent activity along with a declaration of fraudulent activity. Not once have I phoned BBVA compass about any fraudulent activity and never asked that the card be closed or my charges reversed. I in fact have paid for the all charges that were made to the card. I phoned customer service late last night and was given the number to their fraud department I phoned fraud last night was on hold for over 60 minutes before I was either hung up on or disconnected. I phoned again this morning and did speak to someone in fraud and was told she would phone me back and up till now I have not received any call back with a reason about the fraud request. I have phoned customer service and never once was given a straight answer as to why the card was suspended or even closed. I was simply told I would receive a letter which I finally have. However the letter does not even ask if I opened the card or indeed made the charges.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-07

Birmingham, AL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-05-07

AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: BBVA Compass Bank initiated an unnecessary legal action, by a XXXX manager that resulted in outrageous legal bills that I had NO control over. I should mention that prior to this incedent, I was a BBVA Compass customer for over 10 years without XXXX blemish through XXXX of loans and mortgages. During the litigation process, the bank and its outside counsel conferred frequently and needlessly known full well that under the original loan documents, I, as the borrower, would be responsible for the legal bill. I firmly believe that this legal bill was extremely inflated and I was forced to pay the full amount of {$50000.00} when I paid off the loan. What is disturbing is that the bank refused to provide any documentation or copies of legal bill at closing, stating if the full amount was not paid, immediate foreclosure would be executed. I repeat, I was forced to pay {$50000.00} WITHOUT any copies of legal bill. The bank claimed legal bill of {$50000.00}, My legal bill from an attorney I was forced to hire to defend this unnecessary action was less than {$14000.00}.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-05

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-05

Discovery Bay, CA

Balance transfer

Credit card:

Complaint: I WAS APPROVED FOR A BBVA XXXX XXXX CARD IN THE MONTH OF XXXX 2015. I USED THE CARD XXXX TIMES AND PAID THE CARD OFF TO XXXX. I WAS LATER SENT BALANCE TRANSFER CHECKS IN THE MAIL IF I WANTED TO TRANSFER OTHER HIGH RATES INTEREST CREDIT CARDS TO MY BBVA XXXX XXXX. ON THURSDAY XXXX XXXX, PROX XXXX I CALLED BBVA XXXX XXXX CUSTOMER SERVICE TO CLARIFY HOW TO USE THE BALANCE TRANSFER CHECKS. THEY TOLD ME IF I WANTED TO PROCESS THROUGH CUSTOMER SERVICE THAT IT WOULD TAKE XXXX WEEKS. THE INSTRUCTED ME TO TAKE THE CHECK AND DEPOSIT IT TO MY CHECKING ACCOUNT AND ONCE DEPOSITED THAT I COULD WRITE CHECK FROM MY ACCOUNT TO PAY BALANCES OFF. AROUND XXXX I TOOK THE CHECK TO MY LOCAL XXXX CA BRANCH. THE BRANCH TOLD ME THAT THE WOULD HAVE TO CONTACT THE CREDIT CARD DEPARTMENT TO GET APPROVAL AND AUTHORIZATION FOR THE CHECK. I WROTE THE CHECK OUT FOR {$4000.00}. AFTER XXXX MINUTES IN THE TELLER LINE SHE CAME BACK AND SAID EVERYTHING WAS APPROVED AND THAT THE MONEY WAS AVAILABLE IN MY CHECKING ACCOUNT. THE CHARGE WAS SHOWING ON MY CREDIT ACCOUNT FOR {$4000.00}. ON MONDAY XXXX XXXX I GET NOTIFICATION THAT THE CHECK THAT WAS APPROVED FOR THE BLANCE TRANSFERRED HAS NOW BEEN RETURNED TO MY CHECKING ACCOUNT CAUSING IT TO REFLECT {$3600.00} OVERDRAWN.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-05

Birmingham, AL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-05-05

Winton, CA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: BBVA COMPASS CLOSED AND HAS FROZEN MY BUSINESS DEPOSIT ACCOUNT. THE MONEY THAT WAS DEPOSITED INTO THE ACCOUNT WAS DEPOSITED IN CASH IN FOR SEPERATE TRANSACTIONS. BBVA LOCAL TELLER MADE THE MISTAKE BY KEPT DEPOSITING THE MONEY INTO MY PERSONAL ACCOUNTS AND NOT THE BUSINESS. I MADE THE CASH DEPOSIT ON XXXX XXXX, 2015 IN THE AMOUNT OF {$4000.00}. AFTER THE ERROR WAS CAUGHT A MONTH OR SO LATER I WENT INTO THE LOCAL XXXX CA BRANCH TO ALERT THE BANK OF THE ERROR AND THE BRANCH REP TRANSFERRED THE MONEY OVER. NOW BBVA WONT RELEASE THE MONEY TO ME. THE MONEY IS CLIENT MONEY AND DOESNT BELONG TO MYSELF THE MONEY BELONGS TO THE CORPORATION.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-04

West Brandywine, PA

Closing/Cancelling account

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-05-04

TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: XXXX of the bank card on my account was deactivated due to possible fraud charges on XXXX. We were not informed in any way by our bank BBVA Compass. Finally on XXXX I went to XXXX of local back location to be told why my bank card was not working. At that point the manager told me that a replacement card was reissued and it should be available in XXXX business days. so we waited. On Saturday XXXX I made a call to customer service. the first rep XXXX disconnected after she verify my account. than i called back. when I called back ( i did n't get that reps name ) she verified my account explained my issue. She told us that no card was ever reissued. I request it be expedited with no charge to us. that rep said she need to verify with the person the card is made out to. when my husband got on the call she had hung up. When I called for the XXXX time, I explained the whole situation to rep XXXX. he placed us on hold for a manager. He checked back once. that at XXXX CST, he hung up on us again. NO rep ever tried to call us back. because it was now XXXX all of BBVA Compass banks customer service were closed for the day. for us to get this issue resolved on Saturday and we had to wait until Monday to call back to customer service.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-03

NJ

Closing/Cancelling account

Credit card:

Complaint: I recently applied on XXXX/XXXX/2015 for the NBA BBVA Compass Bank XXXX XXXX Card for my love of basketball and received the card 7 business days and a mailing of my credit score and bureau information from XXXX. 3 days later on XXXX/XXXX/2015 when I tried to use it at a grocery store it was denied. I called customer service and they told me it was suspended and no other information was available. I was to wait for a call back on Monday morning XXXX/XXXX/2015. I called on XXXX/XXXX/2015 and had the very same customer service rep who told me he had no information and the account remains suspended an no information. I asked for my issue to be escalated and I received a call back and was told on XXXX/XXXX/2015 ( I saved the voice mail ) they needed to verify my identity and to stop in a branch. There are no branches in NJ. No information was received in the mail or phone call about the suspension - nothing. I called back on XXXX/XXXX/2015 and told them I was visiting family in AZ and they would note the account that I would would go to a BBVA Compass Bank for ID verification. Yesterday on XXXX/XXXX/2015 I spent over XXXX hours in a BBVA branch at XXXX XXXX XXXX XXXX XXXX. AZ with my ID ( Drivers License and Passport ) and I met with the Teller, Personal Banker who tried to resolve this. The staff put me in an office and wait for service on the telephone. As of today - XXXX/XXXX/2015 my problem is not resolved. The Personal Banker XXXX XXXX called me at XXXX on Saturday and said he will continue to work on it Monday morning XXXX/XXXX/2015. He made copies of all my ID information. I met all the criteria, provided the information and NO ONE cares at BBVA Compass Bank to resolve this issue. I have now worked with XXXX different people and no one can seem to resolve this mess. My Desired Resolution : I want to have the NBA XXXX XXXX Card that was approved for me. I have NO IDEA why after XXXX DIFFERENT PEOPLE and XXXX hours in a branch that my case can not be resolved. This is by far the WORST customer service and communication I have seen EVER! Please help me. No one should be going through the same problem. I have also filed a complaint with the XXXX. XXXX XXXX
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-04-29

Tonalea, AZ

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-29

Dallas, TX

Disclosure verification of debt

Debt collection: Mortgage

Not disclosed as an attempt to collect
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-27

Carrollton, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-23

E Stroudsburg, PA

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-04-22

Big Spring, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-22

West Brandywine, PA

Closing/Cancelling account

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-21

Doral, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-04-21

Arvada, CO

Credit determination

Credit card:

Complaint: On XX/XX/XXXX, I applied for BBVA Compass XXXX XXXX XXXX ( XXXX ) Card and to my dismay received a message that said " Your application for a BBVA Compass XXXX XXXX XXXX XXXX XXXX XXXX Card has been received and is currently under review. A BBVA Compass Customer Service representative will contact you soon to complete your application. If you have any questions, please call our Customer Service team at XXXX ( XXXX ). Please reference Application ID XXXX. '' I promptly contacted BBVA Compass by phone on XX/XX/XXXX and XX/XX/XXXX about my request for a new credit card product from the bank and was told it is pending review. I have been a banking customer with BBVA Compass since XX/XX/XXXX, I have a checking, savings, line of credit and an existing credit card account still active with the bank. The reason for this complaint is that, I have been lied to by BBVA Compass on my recent request, they are participating in a deceptive practice with their banking products. They have provided me an erroneous excuse as to why I could not be approved for the XXXX XXXX XXXX ( XXXX ) Card. They indicate on the denial letter that they were unable to verify my identity, however they have not done their due diligence to verify it was I that was making this request rather I have been proactive in contacting them and proving to them my identity. I have recently reviewed my credit file and found that BBVA Compass requested my credit report from XXXX on XX/XX/XXXX and has placed a hard inquiry. Since BBVA Compass is claiming the reason they could not approve my credit request is because of their incompetence in verifying my identity, I would need this erroneous hard inquiry on my XXXX Credit Report removed within 30 calendar days.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-04-20

Fred, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-04-20

Atlanta, GA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: We applied for a mortgage with BBVA Compass. Senior Mortgage Banking Officer was XXXX XXXX in XXXX FL. We applied on XXXX XXXX, 2015 to close on XXXX XXXX, 2015. XXXX XXXX was the Consumer Asset Processor III - XXXX # XXXX. We bought a house in XXXX Florida with 26 % down. Five days before close they say that they sent emails to my present employer but my employer had asked for things in writing due to high fraud levels. I say surely your bank can figure this out before now, but they outsource all the verification and do n't send written mail apparently. Three days before the close, XXXX calls to say they now want 75 % down which was a huge sum of money. It was too late to find another bank and had we known that they were untrustworthy earlier we could have easily changed. It is so late that we have to sell a lot of stock and mutual funds quickly to raise the money to clear in time to close. So we sell a ton of shares and funds. It all clears the day before thanks to great work by our broker ( it usually takes three days to clear ). I write XXXX XXXX who is the EVP for BBVA Compass XXXX to ask for his help. No reply from XXXX XXXX and no help from BBVA Compass even after I ask for managers or executives to speak with after hearing this ridiculous change from XXXX XXXX and XXXX XXXX. Neither of them would give me another manager or executive 's name. I also called the bank branch asking to speak with the bank president with no luck. I am now worried about the creditworthiness of the bank, since I have raised the money but have no guarantee that they will close on time after such a radical breakdown in trust. Given that we had XXXX choice to change or do anything else, we close on the XXXX and the bank wires the money at the end of the day. The irony is that we had enough money to buy the home for cash and yet the bank changed the loan amount at the last minute and we were more concerned about their coming through. We now have a loan with BBVA Compass and would never recommend them, XXXX XXXX, or XXXX XXXX to anyone. In fact, they along with XXXX XXXX should be fired for what seems like their misrepresentations on closing the loan and terrible timing to change the terms of our agreement. We will pay the loan off well before the end of the loan since they do not deserve our business or patronage.
Company Response: Closed with explanation

Disputed: No Timely Response