BBVA FINANCIAL CORPORATION

2019-05-15

Jacksonville, FL

Problem when making payments

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

Company Response: Closed with non-monetary relief

Timely Response

2019-05-15

Lk Buena Vis, FL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: I had 6 fraudulent charges on my card on XX/XX/19. These happened during the day while I was at work and while I still had the card in my possession. BBVA reversed 4 of the charges but arbitrarily determined two of the charges to XXXX XXXX # XXXX in the amounts of {$100.00} and {$110.00} were legitimate. I was given no reason for this decision. I did not receive any proof of investigation. I believe this happened because I was honest in the initial interview and said I had shopped at a XXXX XXXX on XX/XX/XXXX. However, I shopped at store # XXXX ( a different store ), I did not use the BBVA card, I used my XXXX XXXX card, and the amount was {$160.00}, which does not match the amount above. I have both the receipt and credit card statement to back up these claims. I also have 20+ co-workers who can tell you I never left my office on XX/XX/19 when the disputed charges occurred.
Company Response: Closed with monetary relief

Timely Response

2019-05-14

Cedar Hill, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-05-14

Macclenny, FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Compass Bank where I have had a business account for over 11 years has no security to protect my account from fraudulent multiple cashing of the same check number multiple times for different amounts. If they had even a basic level of security this would have stopped what turned into 22 fraudulent checks cashed by mobile banking for {$44000.00}. Compass " no security '' Bank as I now refer to them had 5 chances in the beginning of this fraud to stop it in its tracks, over 30 people I spoke to were shocked that Compass " no security '' bank can not detect when the same check number is cashed multiple times for different amounts, that should ring bells shouting that there was a huge problem. There is a huge and growing problem with mobile banking that is not being communicated in any way to account holders that their checks can be cashed multiple times. I never knew anything about mobile banking, nor did I give permission for it to be used in connection with my account. I have never bounced a check in my life, yes I do not monitor my account because I knew what was coming in and going out, it was never communicated to me that I was the security for Compass " no security '' bank. I would have been better off if I kept my money in a sock, at home. I am the victim here yet Compass tied to make me feel that I was somehow part of the fraud. They could not even give me the correct forms to fill out over a 2 month period because I was out of town I had to fill out 22 forms 3 times, its amateur hour at Compass '' no security '' bank. am XXXX and I needed expert but that's not what I got, to help to figure out things like them cashing the same check numbers what I thought was 19 checks turned into to 22. Consumers be aware Compass " no security '' bank does not have your back, demand not to allow mobile banking with your account.
Company Response: Closed with explanation

Timely Response

2019-05-14

TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: A few months ago I started using by Compass Bank account less and less because of concerns I have had over the past about how they have handled my money. This bank has been charging me over the past few months for items they have refused to pay. I deposit enough funds into this account to pay the items. Compass Bank has continued to charge me NSF fees because of them taking my account into a negative balance. I would deposit XXXX XXXX dollars which they would not make a payment with, then the bank would charge me {$38.00} bringing down my balance creating a loop of insufficient funds and fees. They keep doing this until the account is negative and I have had to pay quite a bit of money to keep the account in good standing. While I finish moving my other accounts, I would like this account to work properly and as promised. This year I have been charged {$190.00} in NSF fees due to the banks actions.
Company Response: Closed with explanation

Timely Response

2019-05-11

Atwater, CA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2019-05-10

Lenexa, KS

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-05-10

Olathe, KS

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response

2019-05-10

Lenexa, KS

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-05-10

Lenexa, KS

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-05-10

TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I have 2 BBVA Compass accounts, 1 is a money market and the other is a checking account. I use my checking account at Compass as the main account that pays my mortgage so I do not use it as frequently as my other bank accounts. On Friday XX/XX/19, I submitted by mortgage payment through my mortgagor 's website. On Sunday, XX/XX/19, I went into XXXX 's XXXX to purchase cookies for my children. I only had my Compass debit card which I used for the transaction. After purchasing the cookies we went back to the car and while eating our cookies I transferred money from my money market to my checking to make sure that there would be enough to cover my mortgage payment. On Friday, XX/XX/XXXX, I checked my Compass account and noticed that they returned my mortgage payment. I was furious and called BBVA Compass in XXXX, TX and spoke with branch manager XXXX. He looked at the account and told me they were " real time '' and there was not enough funds when the payment was presented to the bank. I explained that I immediately made the transfer and the funds should have been immediately available. He could not explain why the payment was returned. He offered to refund the fee, which he did, but this was not enough because I want to know what happened. They did the same thing to me in XXXX, returned by mortgage payment even though the funds were there. He offered to contact their " Customer Resolution Department '' and stated that it would take 2 business days. I called XXXX on Tuesday, XX/XX/XXXX, as he did not call me back. He explained that the account to account transfer was not completed till Monday XX/XX/XXXX and this is why my mortgage payment was returned. I advised him that the payment was not returned till Tuesday XX/XX/XXXX and he told me on XX/XX/XXXX that they are real time, so an account to account transfer should be immediate. He stated that when the payment was presented the funds were not there. I said to him, " So you are telling me that on Sunday XX/XX/XXXX in the 5 minutes that I went into XXXX 's XXXX and came out to my car that magically my mortgage payment was presented to the back. That does not sound right! And even if it presented to the bank on XX/XX/XXXX, the funds were there because you just told me the transfer completed on XX/XX/XXXX. '' I asked for his manager, he advised me that his name was XXXX XXXX, District Retail Executive. I called Mr. XXXX 's executive assistant on XX/XX/XXXX and left a message for Mr. XXXX to return my call. I have not heard from Mr. XXXX or XXXX.
Company Response: Closed with explanation

Timely Response

2019-05-09

Jacksonville, FL

Problem when making payments

Payday loan, title loan, or personal loan: Installment loan

Company Response: Closed with non-monetary relief

Timely Response

2019-05-09

Houston, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-09

Canton, GA

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2019-05-07

Allen, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-05-06

Houston, TX

Fraud or scam

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

Complaint: A company called XXXX XXXX contacted me ys from today XX/XX/2019, claiming they could resolve my past credit card accounts issues with my debts and they can lower it to 0 % interest. I told him that someone called me already from the same company offering me this deal and I turn it down a few months back in XX/XX/2019. He replied I could help you reduce all your credit card. I told him no several times on the phone but he was very persistent in helping me. He asked if I can give just 4 the last number of every card has a high balance. I went and gave him what was requested and he gave me the correct amount on each statement. I then asked him you can really remove all this and give me 0 %. He replied all will be wiped out and we will send you a credit card with 0 % and pay off your balance. I asked what was the catch on this only one-time fee to the bank that will send me a new card of {$1500.00}. Well, I said okay and what's next step he replied a verification process and a confirmation for the fee will be given after all done. Well, he called the verification department and I was transferred to a XXXX XXXX, who asked me to repeat my information given to the first representative. I gave her my name, address where to send information and credit card, also my cell and repeat total balance which was {$7400.00} not including the fees of {$1500.00} = {$9000.00} total to be paid and {$120.00} fees to bank for processing this. = {$9200.00}. She said will be giving me a confirmation which she provided afterward ( XXXX ) and that together this amount will be charged one time to a credit card on the file ending in XXXX which belongs my own bank called Compass Bank. I was asked for the bank contact to debiting this fee. I gave her my bank but security seen it as fraud and contacted me on my other line and asked not to do this. I asked the person at my bank why and she said this isn't real and they could be later. I let Mrs. XXXX know to stop all and then was pass to a XXXX who was using verbally profanity because I refused to do this. I asked him to stop all and that I decided not to go with it. He refuses to listen and hung up on me. A few days later I was charged {$4100.00} to my XXXX card which I had to pay. I called the XXXX XXXX XXXX XXXX and had a deputy come and visit me and was provided a case # XXXX. I believe this company needs to be called on there not only unprofessional and lied and deceive others. I believe they need to be closed down according to several website information concerning there complaints already field.
Company Response: Closed with explanation

Timely Response

2019-05-04

Bicentennial, CA

Fees or interest

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

Problem with fees
Company Response: Closed with monetary relief

Timely Response

2019-05-03

Dublin, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-05-03

Liverpool, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-03

Brooklyn, NY

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-05-03

Addicks Barker, 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

Investigation took more than 30 days
Company Response: Closed with explanation

Timely Response

2019-05-01

Bakersfield, CA

Advertising and marketing, including promotional offers

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

Confusing or misleading advertising about the credit card
Complaint: I want BBVA Compass to stop sending me credit card offers in the mail. BBVA Compass is a company with poor standards and practices that markets itself as a real bank. BBVA Compass sends me a ridiculous amount of fake offers in the mail and I don't want to receive anything from BBVA Compass regarding anything they have to offer. My name is XXXX XXXX and my address is XXXX XXXX XXXX XXXX, CA XXXX. I want BBVA Compass to remove me from any mailing list or consumer database they have or use.
Company Response: Closed with explanation

Timely Response

2019-04-29

Jacksonville, FL

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-04-28

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I filed a dispute with BBVA Compass Bank this month for an unauthorizeda transaction in the amount of {$350.00} to a XXXX store. The bank then froze my account and informed me they were cancelling my account. BBVA then told me to go to a local branch to withdraw my money, which I did, but was informed that I could not access my funds. I called back & was told that there was no reason for this & when pressed further for more information I was told that because they cancelled my account they would not be able to honor my dispute. I told them that they were cancelling my account after the fact so my disput was a legitimate claim. They had deposited the funds into my account but was then told they were taking it back and I Woukd have to wait 7-10 business days bc they were mailing me a check. Also, my direct deposit went into this account ( I couldnt change it in time ) but was told that I had to wait to receive my money. I have a balance of {$240.00} & my direct deposit was {$1700.00}, but they will not allow me to withdraw my funds. I am moving & need my funds but they said sorry. The dispute claim was denied but said I Woukd get a letter in the mail. I did receive said letter stating that they had put the money back into my account. I need these funds immediately. BBVA is unwilling to allow me to access these funds and I need help ASAP pleaae
Company Response: Closed with explanation

Timely Response

2019-04-26

Seligman, AZ

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response