BBVA FINANCIAL CORPORATION

2019-07-19

Cleveland, OH

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-07-18

Asbury Park, NJ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I made a transfer of {$100.00} from my XXXX XXXX XXXX checking account to my Simple.com ( Banking Services provided by BBVA USA ) checking account. The funds were debited from XXXX XXXX on XX/XX/2019. The transaction showed up under " Scheduled Activity '' in Simple, with a note saying the funds " should deposit into Simple on XX/XX/XXXX. '' On XX/XX/XXXX, I checked my Simple account and noticed the funds were still pending and I did NOT have access to the {$100.00}. Yet, the funds are no longer in my XXXX account because Simple has taken the funds. I called Simple to understand why I didn't have access. The customer support agent was unsure and said he would file a Missing Credit Case. However, he could not give me a timeline as to when the funds would be retrieved. In short, {$100.00} has been taken from me, I don't have access to the funds, and the bank that took the funds can not tell me when or how I'll get the funds back.
Company Response: Closed with explanation

Timely Response

2019-07-18

Lewisville, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: BBVA Compass continues to send all of these letters to the fraudulent address and continues to try and collect on fraudulent debts that I do not authorize. Let me address this again as the previously reported fraudulent accounts BBVA Compass did not address nor do they care that I am a victim of identity theft. I did not authorize BBVA Compass to open ANY accounts in my name using fraudulent information. BBVA Compass opened several fraudulent checking accounts, I count 3. They then overdraft these checking accounts which again I don't have access to and then try and charge ME for fraudulent accounts I didn't authorize. They also opened 2 fraudulent savings accounts. They opened 3 FRAUDULENT CREDIT Cards. They allowed this thief to use my identification and information without even verifying it wasn't me to open credit accounts in my name without my permission. Not only did they not follow the proper FCRA Procedures for the Fraudulent credit cards, They didn't follow the law. On my Credit report I have a Extended Fraud Alert which stipulates I must be contacted first, before opening or approving any accounts. BBVA never contacted me, never sent me any documentation on this, never sent me any cards yet assume I should pay for fraudulent debts that were occurred as a result of a thief. I have not opened any accounts with BBVA Compass, I am a victim of identity theft and I did not authorize them to open any accounts in my name. Please review the proper FCRA laws and go over these to see where you messed up. I am a victim and I want you to clear my name of said fraud.
Company Response: Closed with explanation

Timely Response

2019-07-18

Las Vegas, NV

Opening an account

Checking or savings account: CD (Certificate of Deposit)

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-07-18

Federal Way, WA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I received a zero-interest loan due to the federal shutdown in XXXX of 2019. To get this loan, I had to switch my Banks, transfer all my automated withdrawals, etc. Some few kept slipping through the cracks, reopening my account and the bank charging interest on credit they forwarded to my account. This has happened every month since XXXX, and every month I have called BBVA to fix this and every month I have been assured my account is closed and nothing can reopen it.
Company Response: Closed with explanation

Timely Response

2019-07-18

Cleveland, OH

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Company Response: Closed with explanation

Timely Response

2019-07-17

Fullerton, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-07-17

Lewisville, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: I was looking to trade in my XXXX XXXX XXXX in hopes of obtaining a used vehicle with a lower monthly payment. I was paying XXXX via BBVA Compass Bank. I spoke to representatives at XXXX XXXX XXXX of XXXX, TX and agreed to come in Saturday the XX/XX/XXXXto meet with salesman XXXX XXXX. I specified several times that I wanted to trade in my vehicle - not only to XXXX XXXX, but to the online agents I had contact with prior to coming to the dealership. XXXX informed me that XXXX XXXX XXXX XXXX XXXX whom I purchased the XXXX XXXX from XXXX overcharged me on my loan. He then stated he was able to get me a payment for the XXXX XXXX XXXX XXXX that I was interested in for under {$400.00} a month. I agreed. However, when it came time to sign paperwork, the payments were {$400.00} through XXXX XXXX. I figured that was okay because I would be saving about {$120.00} a year. I left with the XXXX thinking everything was taken care of on the dealership side. On XX/XX/XXXX, I received a call from BBVA Compass saying my account was past due. This was shocking because I did not have the car in question in my possession. The agent informed me they never received payoff from XXXX XXXX XXXX. I called the dealership that day and briefly spoke to XXXX who stated he would look into it and call me back. He never did. So for the past month and a half, I've been playing phone tag with various representatives at this dealership regarding my payoff situation. Today, I finally spoke with XXXX XXXX who is manager of the pre-owned sales department at the dealership. He informed me that I did not agree to a trade in, there is no trade-in in my paperwork and that I have two auto loans now. I was floored. I'm on a very tight budget ... living paycheck to paycheck. Information I provided to XXXX on XX/XX/XXXX. How can I afford two auto loans? Let alone pay for a vehicle I don't even own. I really feel I was taken advantage of. No one at the dealership XXXX XXXX or the agent I signed papers with in the finance office ) told me I would be signing up for a 2nd auto loan. I was just told how much my payments would be, when to come for my registration and plates, and whom the bank is. This has affected my credit score and my mental health. Can anything be done about this?
Company Response: Closed with explanation

Timely Response

2019-07-17

MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My company had a glitch with direct deposit, so I was issued a paper check. I have deposited several paper checks from this exact same payer before, the funds were all made available to me the next day. I deposited my paycheck, dated XX/XX/19 in the amount of {$2600.00} via mobile deposit. I was informed by the app that my funds would be available next day, as usual. I then received a message from the bank, informing me that my check would be held for 5 days ... no explanation why. I called Simple bank customer support and they were unable to help me, they were unable to stop the deposit process, deny the deposit, close the acount, anything. Every option they gave me involved waiting several days for processing. Both associates were cold, unhelpful and aloof. I asked to speak to someone with the ability to override this and stop my deposit, so that I could make alternate arrangements with my money. They don't allow their leadership to speak to customers and they give their associates incredibly limited abilities and resources to solve problems.
Company Response: Closed with explanation

Timely Response

2019-07-17

Fayetteville, AR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-17

Northdale, FL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-07-17

Bohemia, NY

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-07-16

Long Island City, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX I received a message on my banking app saying my account had been locked. The message did not specify why. The message requested my social security card, my id, and two of my banking statements with my XXXX XXXX XXXX account connected to this account. When I called the Company they would not tell me why my account had been locked. I submitted the documents requested on sunday. My account is still locked. This is my main bank account. I was closed out of it without advance notice. I have not had access to my money or been able to receive paychecks or transfer funds for two weeks now. My paycheck from yesterday is caught in their system so ADP can not even send me a paper check. This is unacceptable. The Company will not tell me when it will be unlocked and has been incredibly unhelpful in resolving this issue. The account should not have been locked in the first place and it has caused me serious financial harm as I have had to run up my credit cards in order to live ( i.e., groceries, subway to work, etc. ). Additionally, I asked to just close out the account and they will not let me. Further, within the bank app I sent 9 messages to customer support. None have been answered. This is terrible customer service, and specifically is unprofessional being that it is a sensitive banking issue that affects my ability to pay rent, eat, etc. This financial institution is incredibly unprofessional, not customer focused, and should not be able to operate in this way. They should lose their license to practice as a bank.
Company Response: Closed with explanation

Timely Response

2019-07-15

Barb, OH

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-07-14

CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My Name is XXXX XXXX XXXX XXXX and I desperately need your agency intervention with my bank XXXX and XXXX XXXX On XX/XX/2019, I was on the XXXX app and seen an XXXX XXXX for sale and offered {$400.00} for the phone and {$5.00} shipping. The seller accepted my bid and asked me to pay her through XXXX pay which I did. She told me she would send the XXXX out immediately priority mail once funds cleared. I used my BBVA debit visa card for this purchase. What happened next shocked me because the seller sent me an expired offer notice and kept my {$400.00} in funds. Would not answer messages sent and next she had the nerve to relist the same product to defraud more victims. I put a complaint about fraud into XXXX XXXX and they denied me could not believe this. Next, I filed a claim with BBVA my bank and they took 11 days to tell me my claim was denied. They said since I paid through XXXXXXXX XXXX their hands are tied and that I'm out {$400.00}. This should be illegal banking practices as my card is protected by fraud. BBVA is the worst bank ever as they do not protect their consumers for fraud. I have emails, pictures, and evidence that I can provide your agency that clearly show this is a fraudulent transaction that must be covered by BBVA. I formally request your agencies intervention to assist me in getting my funds back as I'm on a fixed income. Thank you in advance for your time, consideration, and assistance in resolving this fraud. Sincerey, XXXX XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Closed with explanation

Timely Response

2019-07-14

Birmingham, AL

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: Compass Bank offers 2nd chance checking everywhere!!! When I tried to open an account. I deposited {$500.00} in a checking & {$500.00} in a savings. They approved me, then turned around and denied me!!! They reimbursed my {$1000.00}. But it took them some time. I cant open a checking account!! I am working with XXXX firm to straighten out my credit. I have 2 credit cards, and cant open a checking acct. to set up bank pay with my cc companies!
Company Response: Closed with explanation

Timely Response

2019-07-13

Far Rockaway, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-07-12

Quartzsite, AZ

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I asked a customer service rep about getting set up on autopay. I was sent a form to fill out. A requirement is that at least one payment from the account from which the autopay will be debited is submitted manually. I made my XX/XX/XXXX minimum payment as required by my XX/XX/XXXX statement. The payment was received XX/XX/XXXX. I then filled out the autopay form and submitted it. The form even asks for an email address for confirmation that the autopay was set up. I never got it. I don't think it was ever sent. Today I learned that my already paid minimum payment will be debited AGAIN on XX/XX/XXXX after it was already paid. I'm out the money TWICE.
Company Response: Closed with explanation

Timely Response

2019-07-12

Carrollton, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-12

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-12

Payson, AZ

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-07-11

Hillsboro Bch, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-11

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: My account was compromised. XXXX $ from a company called XXXX XXXX XXXX overseas.. the bank gave a provisional credit and said they say there was an error and the provisional credit was final. Then reversed the credit and took the money back
Company Response: Closed with monetary relief

Timely Response

2019-07-11

Bellaire, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-07-10

Benbrook, TX

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

You never received your bill or did not know a payment was due
Company Response: Closed with explanation

Timely Response