BBVA FINANCIAL CORPORATION

2019-06-28

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to pay a bill
Company Response: Closed with explanation

Timely Response

2019-06-27

Cross Canyon, AZ

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-06-27

Allen, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-06-27

Val Verde, TX

Fees or interest

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

Problem with fees
Complaint: BBVA credit card payment department deduct my payment twice without my authorization, and they reluctant to credit back the extra amount ( {$460.00} ) back to my credit card account. Instead they insist they only do check or to my BBVA checking account if I had one. But I have my family member also being taken payment twice from BBVA without authorization, and BBVA credit back that amount to his BBVA credit card account. BBVA credit card department took money from my bank account without my authorization and they did not explain what went wrong in their system.
Company Response: Closed with monetary relief

Timely Response

2019-06-26

Cleveland, OH

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

2019-06-26

Macclenny, FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: see attachments new information compiled by a former compliance officer of several banks., presented in a more logical way, what I wrote before was scattered but 100 % true.
Company Response: Closed with explanation

Timely Response

2019-06-25

Cleveland, OH

Other features, terms, or problems

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

Privacy issues
Company Response: Closed with explanation

Timely Response

2019-06-25

Phoenix, AZ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: Hello I had open a Checking account with BBVA in XX/XX/2019- I was advise that there overdraft protection would be applied if I do not have enough funds when the transaction Finalized and post to the account- I had notice that was not happening- I would get deposit in the account to cover the transaction but was still being charge there fees- After talking to the Bank I was inform of the same thing Now there story has change and they state they go by the original time stamp, if that the case there a ton of transaction that was charge a fee when there was funds in my account already to over the. there are multiple calls clarifying this issue and since the Bank and there employees keep providing wrong info and does not know what there policy truly is I am not reaching out- they are refusing to take care of there new Member do to the improper info that been provided I recommend a full investigation on there overdraft services
Company Response: Closed with monetary relief

Timely Response

2019-06-25

Houston, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/2019, in a phone call to Simple Bank customer service, I reported that my checkbook had come up missing. I asked the CSR to please make a note in my account about this and not to honor any checks without my consent. Was told by the CSR not to worry, that Simple would freeze any checks that might possibly come through as they would be forgeries. I questioned the CSR about it again and he assured me that I had nothing to worry about. On XX/XX/2019 Simple processed check number XXXX and deducted {$89.00} from my account even though I had told them 3 weeks prior that these checks were stolen. In numerous calls to Simple over the next two days, I was told different things by everyone i spoke with, but all reps stated that Simple had messed up and somehow this " slipped through the cracks ''. They stated that they would rush putting the money back in my account as I had told them prior to and this was a mistake by Simple. Make no mistake, Simple had taken responsibility for this deduction from the start. However, things went from bad to worse quickly. Because the account number had been compromised, they froze my debit card, effectively sealing me off from my funds. The XXXX, a representative unfroze my card so I could withdraw {$300.00} in cash from the ATM, and then refroze it, stating I could call back the following day and she would do the same so I could withdraw more cash to pay my rent. The following day ( XX/XX/XXXX ), in over 15 calls and 7 hours phone time, I was never given access to my debit card as promised, and was lied to countless times by different CSR 's. Told it was unfrozen and to go immediately to XXXX to get access to my money. Another one, it's unlocked, go to XXXX and use the ATM. It's in a maintenance state, but will work in 2 hours ... Card is frozen and we can't do anything about it but we can XXXX you a check arriving the next morning ( hours later, oh, it's too late for that now, sorry ). And then closed my account because of my total frustration with all the lies and misdirection. However, Simple STILL has not refunded the {$89.00} they deducted for check XXXX that they knew was forged and had been notified 3 weeks prior. As of today ( XX/XX/2019 ) I still have not received these funds that they admitted were mistakenly deducted from my account. They asked me to submit an affidavit but never have provided the information about this check to complete said affidavit, along with asking me to spend {$25.00} to have it notarized ... After taking my funds by mistake. Numerous calls and messages to simple has resolved nothing and I want my money back they erroneously took
Company Response: Closed with explanation

Timely Response

2019-06-25

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On Friday, XX/XX/XXXX my wallet was lost. I assumed I had left it at work until Monday morning I woke up to 2-3 fraudulent charges. I called the bank on XX/XX/19 and was told I had to wait for the transactions to fully settle before disputing, fair enough. On XX/XX/19I replied to a message regarding a dispute I had filed a week or so prior for merchandise not received, and advised that I needed to dispute the 2 transactions now that they had settled. I still have not heard back from this message, so I called on XX/XX/XXXX and was finally able to dispute the transactions. Per Regulation E I am entitled to a provisional credit while they investigate given their investigation is going to take longer than 10 days. I believe the bank is not following the regulation as I have not received a provisional credit for the dispute filed on XX/XX/XXXX nor the original dispute for merchandise not received which was filed on XX/XX/XXXX and confirmed by the bank on XX/XX/XXXX via the message I replied to but have not heard back on. I've reached out to the financial institution both via phone, email and via social media and have been dismissed each time. I am filing an official complaint not only because I believe I deserve the credit, but also because I believe the bank itself is in violation of this regulation with other customers as well. I urge you to look into this bank entirely, not just for my case.
Company Response: Closed with explanation

Timely Response

2019-06-25

Plano, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-06-25

TX

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: XX/XX/2019 XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX AL, XXXX Reference : XXXX I am writing in response to your letter dated XX/XX/2019. The information in this letter is incorrect and needs to be resolve. On XX/XX/XXXX I called the BBVA customer service loan payment number to make my payment for that month and two different agents REFUSE to take my payment citing the BBVA payment system will now allow them to process the payment. I was willing and ready to make my payment and BBVA did not take my payment over the phone. I insisted and with the help of one of the agents I was able to submit the payment online that day. My payment was not credit until the XX/XX/XXXX but I make the payment on XX/XX/XXXX. I demand that all my calls are to be review and my payment online as well. I request that my payment history is corrected immediately since it is hurting my credit and reputation.
Company Response: Closed with non-monetary relief

Timely Response

2019-06-25

San Gabriel, CA

Problem when making payments

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

Problem during payment process
Complaint: Credit card is issued by BBVA Compass. In XX/XX/2019, I made online payment in amount of {$300.00}. BBVA debited my checking account electronically on XX/XX/2019 for the amount. On XX/XX/2019, BBVA electronically debited again in the same amount, {$300.00}, from my checking account, which I did not authorize. I immediately contacted BBVA and complained. BBVA service person stated BBVA would not allow electronic refund, and BBVA would mail a refund check which would take two weeks. It took twenty days for me to get the money back. In XX/XX/2019, I made online payment in amount of {$570.00}. BBVA debited my checking account electronically on XX/XX/2019. On XX/XX/2019, BBVA electronically debited again in the same amount, XXXX, from my checking account, which I did not authorize. On XX/XX/2019, I noticed the second unauthorized payment and contacted BBVA. BBVA service representative, XXXX, was unable to explain why this happened, and again BBVA would send refund check via mail which would take two weeks. I talked to XXXX 's, supervisor, XXXX ( XXXX ). XXXX was unable to explain why my checking account was debited twice. XXXX stated BBVA would not refund electronically and insisted I accept the refund check via mail, which would take two weeks. It took considerable amount of time and arguing on my part to have XXXX to make a request an electronic refund to my checking account. XXXX did not know if her BBVA supervisors would accept her request for electronic refund, and if BBVA does not accept her request, I would receive refund check via mail in two weeks. I believe BBVA is negligent in handling and managing account transactions, BBVA did not know why my account was debited twice, and BBVA did not offer a reasonable resolution. BBVA, while service representatives were cordial and polite, did not care for its customer 's financial wellness. BBVA caused the problem but refused to make reasonable resolution nor assume responsibility. BBVA 's manner of running its business was reckless and irresponsible.
Company Response: Closed with explanation

Timely Response

2019-06-24

Denver, CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-06-24

Independence, MO

Closing on a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-24

Fairburn, GA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2019-06-24

Bedford, TX

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I opened my account in XXXX, 2019 at XXXX XXXX branch and had XXXX direct deposits after that. All of a sudden the bank closed my account in XX/XX/XXXX without even notifying me in advance. I got an email from them that my balance is zero and account has been closed. First I got scared that its a fraud and I called them to find out what happened, but they couldnt provide any information or reason and they also said that I should pick up the clearance check in the branch where I opened it. I am visiting my fianc in XXXX right now and will be traveling for the rest of summer. So I cant go back to XXXX to pick my check and they dont provide me with any other solution. I think its should be illegal to close account without notifying me and doing whatever they want with my money. Im a XXXX candidate and Im not working in summer. This money is very important for me right now. Also I opened my account during promotion period, which said that I will receive XXXX $ after having XXXX $ direct deposit in a month which they will put in my account after XXXX days of receiving the deposit. Of course, I didnt receive any promotion too.
Company Response: Closed with explanation

Timely Response

2019-06-24

Clayton, MO

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: Compass bank aggressively offered a line of credit/ loan. I did make close to four payments maybe more. Late XXXX into early XXXX. Did seek a debt reduction program, which compass has not worked with. I feel the finance charges of XXXX are not in line with the payment of XXXX which is fifty percent less then the interest! I. Have suffered a XXXX and not able to work at this time.
Company Response: Closed with explanation

Timely Response

2019-06-23

CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: Compass Bank in XXXX XXXX, CA has reported to all the major credit agencies that we have been delinquent on multiple occasions. The bank has admitted fault due to human error. Apparently, the funds were deposited into the incorrect accounts and automatic withdrawals could not be made, leading to late payments. Despite admitting these mistakes, the credit agencies have not been notified and my credit rating has been substantially impacted. Investigations are pending with all three agencies. The bank should be investigated for questionable standards and practices.
Company Response: Closed with explanation

Timely Response

2019-06-22

Murrieta, CA

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: ( all evidence is attached for this complaint ) I revoked consent via certified mail for BBVA to call me and ask that they : 1. Communicate by mail only no phone calls 2. No recording me. 3. I asked that they not call me using automated dialing systems and they did two times leaving a voicemail on one of them this past week of XX/XX/2019. I asked them back in XXXX to STOP CALLING. No lawsuits have been filed yet, but I am represented by an attorney who handles Consumer Protection Violations under RFDCPA AND TCPA. I ask that BBVA reach out to my counsel right away to discuss this before it escalates further. Please contact : XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX CA XXXX T : ( XXXX ) XXXX - XXXX F : ( XXXX ) XXXX - XXXX XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2019-06-21

Jacksonville, FL

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Closed with monetary relief

Timely Response

2019-06-21

Arvada, CO

Getting a credit card

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

Application denied
Complaint: Company - BBVA I was sent a Pre-Approval application for a credit card and after 4-6 weeks I decided to apply on XX/XX/XXXX. While going through the application process they wanted my drivers license information. At this point in the process I felt very uncomfortable uploading my DL information so I did not complete or submit the application. A short time later I was shocked to receive an email saying : We are reviewing your application '' and " Upload requested documents ''. I thought how is this possible when I never completed or submitted it.but I had an application number XXXX. The following day XX/XX/XXXX while I was at work I was getting voicemail notifications and BBVA was calling my home, job and cellular phone leaving me messages to call them. How does this happen if you never submitted the application? When I had a break I went into a conference room and I called them back @ XXXX BBVA and fraud management?????? I spoke with XXXX XXXX -- - and she talked to me about their process and even though I was still hesitant she convinced me to send the front and back of my drivers license to her through a secured email in which I had to create a password in order to access it. Even with all this information I still waited a few hours before I opened the email, created a password and sent the information to you as she reassured me that it would go directly to her and that once they verified that I was not stealing someone identity she would delete the information.I took more than one email to receive confirmation she received my information. The following morning on XX/XX/XXXX @ XXXX XXXX I receive an email saying " We are unable to open a credit card for you '' I was so livid that I called them back @ XXXX and got the run around and was transferred numerous times and NO ONE could tell me why this was declined. After several additional calls and dead ends I was transferred to a lady ( no name ) and she opened a ticket and on XX/XX/XXXX I get a call from XXXX XXXX XXXX who said " he was looking into this '' and I told him it is wrong to send Pre-Approval letter to people to XXXX them over with a denial letter. I dropped 13 points on my credit score due to this lying companies tactics.I told XXXX I was going to file a complaint after reading their 1 STAR reviews and customer complaints. My error was not doing this BEFORE I went and entered the so called " reservation code '' He asked me repeatedly to not file yet and to give him a couple days to research and see if he could get it approved. That was ANOTHER LIE. I waited from Thursday XX/XX/XXXX until yesterday XX/XX/XXXX and I get an email saying " we have made several attempts to reach you by phone '' ANOTHER LIE - I get notifications every time someone calls my home or leaves me a voicemail message. Again via email he tells me the following " Could you please send me a copy of the declined email that you received '' I was shocked that this company send out emails and letters that they have no record of ... .this is ANOTHER LIE ... .please note that now the reference number is different - it is XXXX I emailed back on XX/XX/XXXX and sent BBVA their OWN declined email that they have no record of.and he said the " declined letter would be generated on XX/XX/XXXX. I told him that at this point BBVA had two options - to remove that credit inquiry or I would be filing a report with CFPB ( which I have NEVER done before ) and report this unethical business practice - His reply was " I wnated the email for FUTURE IMPROVEMENTS '' and apologized for not being able to provide declined reasons and he would followup on XX/XX/XXXX. Well that is too late as I gave him 5 days to gather this information that should be available to him - NOT the two he asked for. In his next email on XX/XX/XXXX @ XXXX XXXX he said he apologizes foir the decline and will followup on XX/XX/XXXX and the BBVA inquiry WILL REMAIN due to the fair reporting act. Then he added this : I can send your complaint for our process and improvements team to review so when a customer is declined it will state the reason when the letter is sent out. So now my complaint is being used to improve their screwed up communication documents they send to PRE APPROVED CUSTOMERS ... .... Is it fair to report BBVA 's UNETHICAL BUSINESS PRACTICES??????? This is XXXX and needs to be dealt with. I will not let this go and I will file and write reports weekly until this is dealt with to my satisfaction and that inquiry is removed.I will file XXXX complaints, post to their website and anywhere other customers posted their GLOWING ONE STAR REVIEWS. I will also file reports with XXXX, XXXX and XXXX Do NOT accept offers from this company, do NOT accept calls from this company and do NOT conduct business with this company -
Company Response: Closed with explanation

Timely Response

2019-06-21

Chandler Hts, AZ

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with monetary relief

Timely Response

2019-06-21

Allentown, PA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-06-20

Converse, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response