BBVA FINANCIAL CORPORATION

2019-06-11

Houston, TX

Fraud or scam

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2019-06-11

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2019-06-11

Gardendale, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-06-10

Cleveland, OH

Other features, terms, or problems

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

Other problem
Company Response: Closed with explanation

Timely Response

2019-06-09

VA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Complaint: I opened this account at the beginning of XXXX with BBVA Compass. I lived in XXXX because work, and I left the country in XXXX XXXX to work in XXXX. I kept opened the account in case I was coming back. I left to the XXXX XXXX address, my email and I left the credit card in autopay. I left also money in the checking account link to this account. I found the account in collections last year, XXXX XXXX, when my company sent me back here. I tried several times to change my address and fix this with the bank with no luck, so I closed the checking account and full paid the ''supposed debt ''. Then I request several times a statement to proof if I owed that money and to know where it came from. I did because my acknowledge of the rules here. In XXXX and XXXX, you paid and then claim if it was an error to avoid troubles. The bank told me by phone they would send a statement. I wrote letters with my data, address, phone, SSN, copies of the credit card, ... I never received anything or explanation. I claimed to the bureaus, but the information in the credit reports is not changing and it is confused, looks different in all of them and even different if you check on your phone or your check in your computer. I paid to XXXX XXXX to help, and for 3 months they didn't solve anything or gave me a clear information about how to manage this. I have spent around XXXX XXXX dollars to fix a ''supposed debt '' of XXXX dollars. I couldn't find an apartment to live without a co-signer. I have an annual salary of XXXX dollar and an international company covering my expenses, I have been working with them 15 years now around the world. I never missed a payment in any country for my rent, or my mortgage in XXXX, or utilities, nothing. I have asked a loan to Stilt just to build credit, when I didn't need it, only because this, and open accounts I wouldnt if wasn't for this to try to improve my credit and be able to rent an apartment without have to ask favours to friends to be my co-signers. No way to think in invest in a house here. I could have bought one with a good down payment, but instead, I have to spend and I will spend around XXXX dollars in renting during years. Please, I ask some help here as this is so unfair.
Company Response: Closed with explanation

Timely Response

2019-06-08

Las Milpas, TX

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-06-08

Inglewood, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2019-06-07

Albuquerque, NM

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-06-05

Cornelius, NC

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-06-05

Colo Spgs, CO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/XXXX and XXXX 2019 I made several large purchases from a XXXX XXXX totaling in the amont of {$2700.00}. I had purchased recklessly so I revisited the merchant and returned all of the items I had purchased. The merchant indicated that within 5 to 7 business days I would be credited back to my bank account. I was reimbursed XX/XX/2019 for a total of {$42.00}. I Immediately contacted bank and expressed the matter and opened a dispute against the merchant. I was assured that within 10days the dispute would be resolved or a provisional credit of sorts would be issued to me. During the course of the next few months I contacted the Bank about this dispute and requested the provisional credit. Each time the bank stated that the disputes team would be in contact with me very soon, with an update. During the time several support emails had been exchanged stating that the investigation was still taking place. On XX/XX/2019 the bank issued refunds and credits for the total amount of {$2600.00} however it immediately issued reversals and forced debits to my account in the amount of {$2600.00} and issued me an automated message via the support message saying that it apologizes but there was a system error and they are working to correct the issue. I contacted the bank expressing my anguish, need, and confusion, and it replied that the investigation was still underway and that someone from the disputes team would be in contact with me. I continued to reach out the bank several times each week until finally I received a message on XX/XX/2019 from the disputes team stating that the merchant had Five business days to reply. I asked what that would entail, the disputes team clarified that if the merchant did no reply that the dispute could be closed and found in my favor. XX/XX/2019 I reached out asking why I hadnt been reimbursed because the reason I was given. The disputes team failed to respond to me. I then sending messages stating that I would escalate this case to the CFPB because it was illegally how this bank was and still treating me, and then it caused the disputes team to reply on XX/XX/2019 requesting I submit to them documents associated with visa by XX/XX/2019, I complied with their request and sent the documents to visa directly myself as well as to them. However I still have not received my money the bank continues to withhold these funds from me and ignore me completely.
Company Response: Closed with explanation

Timely Response

2019-06-05

MS

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Complaint: I got a new care in XX/XX/XXXX through BBVA compass bank. I had a car not of {$580.00} a month which I paid every month on time. I was a car accident in XX/XX/XXXX where my vehicle was totaled out by the insurance company. They paid me the total value of the car which was XXXX least than what I owed on the car. I understood that the car depreciates when it leaves off the car lot. So I was told by BBVA, which did not provide me with GAP INSURANCE, that I can just apply for another car loan thru them at the dealership, because they don't have any branches in Ms . They told me I can just put the equity onto a new loan. They also told me that until I get a new car I can pay anything on my loan, I was told I didn't have to pay the whole balance because It was no way to pay two car notes at one time. So when my car note was due I paid over half of it and they still was trying to say I was late, which I didn't understand. So when I told them someone told me I can pay less the fee, they said I had to pay what was on the contract, and they don't know why someone told you that. So then I tried to go to the car lot to get a new car and they denied me, so I didn't understand why they act as if I would get approved and then they denied me. When I called they said they don't know why I was denied and I would get a letter to explain, which I never received. All they kept saying is they don't know why because my account was always in good standing. The next thing I tried was to get a settlement, which they denied. Because at this point no one will let me get a car loan because, BBVA bank hadn't took the total balance off my credit, so it looks like I cant afford a car, because I still have a big balance with them. Then every time I call I sit on hold for 30 minutes then the operator say try your call again. It jus bad business, I just XXXX XXXX XXXX to get out the XXXX after a 4 month stay due to XXXX, and its really stressful, to not have a car, when I work and have dr. appointments. Its so tough and they have a careless attitude about what you going through and about what the last CSR, told you was incorrect. Then if you cant get them online you have to option to write them online, in which the response be some totally different then what the person say on the phone. This is the worst loan place I have ever done business with, and I just don't want no one else to get treated, like I'm not a person, but just a number.
Company Response: Closed with explanation

Timely Response

2019-06-05

Amelia Village, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2019 I initiated balancing my checking account. I accessed the BBVA Compass Bank website to download my recent statement for this purpose. While reviewing my account I noticed a debit transaction had been initiated on XX/XX/2019 in the amount of {$44.00}. The vendor name is XXXX XXXX. I did not initiate nor authorize this transaction. I immediately called BBVA Compass but received an automated message that the security department was closed and please call back during normal business hours. What? Fraud can be perpetrated 24 hours a day. I immediately blocked my debit card on the BBVA website to prevent further use. On Monday XXXX at XXXX EDT I called XXXX and spoke to XXXX about my discovery of this fraudulent transaction. He said that there was nothing they could do until the transaction posted to the account and my money sent to this apparently fraudulent merchant. My debit card was cancelled by XXXX and the process of issuing a new one started. I was advised that it would take 7 business days to receive a new card. He also stated that a new card would be issued free of charge. Today, I checked my account and the transaction posted last night ( XXXX ) and now the {$44.00} was withdrawn from my account. I called the security department today ( XXXX at XXXX ) and was told that an investigation would take place and if found to be fraudulent the money would go back into my account within 10 business days. I searched the internet to find a contact number for the 'vendor ' but there was no contact information on their website ( XXXX ) and in order to go further on their website you have to create an account profile. I declined to do this. I realize that in the world of fraud {$44.00} is a small amount, but since I haven't worked in over a year, every cent in my account is precious to me.
Company Response: Closed with monetary relief

Timely Response

2019-06-05

Bellaire, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My bank account has been compromised I am a victim of identity theft I have contacted bbva multiple times to ask for help in this matter and advise them of transactions I did not authorize have been charged to my account. It has been an ongoing month long battle with customer service and the fraud department to fix this. I call once a week sit on the phone for hours with different reps and supervisors who all have not been able to resolve this matter. Now I am being penalized and my account is being closed in 30 days for something I had no control over. After being a 10 plus year patron of this bank my account is being closed and not replaced. When I am the victim in this I am losing my account, I all ready loss money that BBVA still has not retrieved from the thief that gained access to my account.
Company Response: Closed with monetary relief

Timely Response

2019-06-04

Superstition Mtn, AZ

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Re : Checking acct ending XXXX Transactions on XX/XX/19 for XXXX and XXXX were both fraudulent transactions. These transactions have also overdrawn my account causing overdraft fees with others to possibly follow if I can not stop auto bill pays in time. We immediately notified that these transactions were fraud and told it would take ten days before a credit can be possibly issued. This is unacceptable and will cause unnecessary hardship on our finances. Any other bank like XXXX or XXXX XXXX XXXX would have immediately issued a provisional credit while the transaction is already investigated.
Company Response: Closed with monetary relief

Timely Response

2019-06-04

Houston, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2019-06-03

Tampa, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Re : Simple Bank I deposited a {$1000.00} check via mobile deposit on Friday, XX/XX/2019. The check was handwritten by an employee of my parent 's company. I have deposited checks with a larger value than this without issue. I have deposited checks from this same company without any issue. Most mobile deposits from Simple result in a next-day or two-day hold. This check had a five-day hold which resulted in an entire week without access to the check funds. I called Simple Bank to resolve the issue - which I believed was related to the check being handwritten ( i.e. thought to have been fraud ). Simple Bank does not allow any customers to speak to call center managers - as policy. Simple Bank does not allow any customers to speak to their fraud department or anyone related to check deposits - as policy. My first support agent told me to cash my checks if I needed the fund quickly, which defeats the purpose of having a bank. The next agent told me that five days is standard for checks. I believe Simple Bank is misleading customers. They advertise via their website and XXXX that checks are normally available next-day. Their support representatives tell customers that five-day holds are actually the standard turnaround time. I have had to put an entire week of financial transactions on hold for this issue.
Company Response: Closed with explanation

Timely Response

2019-06-02

Lowell, AR

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
Complaint: XXXX FAILESIGNATUES, D TO DELETE 10 HARD INQUIRIES, THESE WERE PULLED W/O SIGNATURES0.
Company Response: Closed with explanation

Timely Response

2019-06-01

Mesa, AZ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Company Response: Closed with explanation

Timely Response

2019-05-31

Loganville, GA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-31

Robertsdale, AL

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-30

Bryn Mawr, WA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-05-30

Wesley Chapel, FL

Getting a credit card

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

Application denied
Complaint: Dear Sirs : I've just submitted an application and I called 4 times to the BBVA Compass Customer Service Department XXXX Application Ref. NumberXXXX and the customer service employees didn't have the tools to manage this type of call. The decission says : Potential Fraud Risk Indicators - when a decission like this was made, the call is supposed to be transferred to the Fraud Applications Department and they supposed to have the tools to solve this issue. It wasn't declined because of my credit report, it was declined related to a supposed fraud issue. Why the associate didn't verified my application and gave me a reason without any info from me? This bank have a prejudice against me? Whats happening with your Customer Service Reps? They have to be rude to the new customers? Thats the image of BBVA Compass Bank? If I have the reason, why you dont have the correct tools to help me?
Company Response: Closed with explanation

Timely Response

2019-05-29

Gastonia, NC

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XX/XX/2019 I purchased a XXXX XXXX XXXX XXXX online at XXXX. Weeks went by and never received the item and found out it was " delivered '' when I finally check tracking. Obviously I went immediately to XXXX corporate and let them know what happens. They promised to fix the problem in 48-72 hours. Now a month later, dozens of calls later, I finally took this matter up with my bank. I contacted my bank who refused to take a report of the fraud, they told me the ONLY way to do it was to go login and put the complaint online. I did so as asked. They then kept messaging me through their app and asking questions. I provided timelines, all the details, and they said the would get on this immediately. Today my phone buzzed again, and to my surprise, they are NOT fixing this fraud issue. They sent a message today that said thanks for reaching out. We have determined there was no error the transaction. We understand you returned an item and they will have to refund once received? That's a big question mark, what items did I return? Nothing, as I never even received it. So I'm not only dealing now with a fraudulent merchant, but also with a fraudulent bank. I called in immediately and asked to speak with a supervisor. The agent, XXXX, stated that no supervisors are available. I asked how do I make a complaint, she said they don't have anything for that. I said well let me speak to the fraud team, she said they don't take calls. She refused to escalate this issue at all. In all my years I've never had a bank refuse to investigate a fraud case. Moreover, they have noway to even put in a corporate compalint. I can't even reach the fraud team. They have a messaging system online and they ask you to go on there and dispute things this way, I've done that a dozen times and they refuse to have anyone from Fraud, Supervisor, or from corporate at all contact me and look into this matter. I'm a XXXX XXXX XXXX veteran who has not only been taken advantage of by a company ( more common today sadly ), but I'm also being taken advantage of by my own bank, Simple.
Company Response: Closed with explanation

Timely Response

2019-05-29

Niles, IL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2019-05-29

Bedford, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I have been notified by XXXX XXXX XXXX that I have accounts that I have no knowledge off, and it is preventing me from opening an account with XXXX XXXX XXXX XXXX. I have contacted XXXX XXXX and XXXX XXXX and they state that these accounts are valid but provided an address that I have never lived at. I have disputed these items for 90 days to no avail and get the same answers and run around.
Company Response: Closed with explanation

Timely Response