BBVA FINANCIAL CORPORATION
Consumer Complaints
There are over 3385 complaints on file for BBVA FINANCIAL CORPORATION. Dated between 2019-12-04 and 2011-12-06.
Complaints Page 20
2019-04-17
Lithia Spgs, GA
Incorrect information on your report
Vehicle loan or lease: Loan
Account information incorrect
Complaint: I am very disappointed in BBVA Compass. I will never use them again. My car was stolen on XX/XX/XXXX and BBVA Compass didnt close my account out until XX/XX/XXXX. This whole process has been a pain! To start with my insurance company XXXX XXXX, to my lean holder BBVA Compass, and to the people I signed my title over too, XXXX. A check from my insurance company was sent in XXXX, BBVA lost the check and I HAD TO REQUEST ANOTHER ONE FROM MY INSURANCE COMPANY 2 WEEKS LATER!!! BBVA kept hashing me and calling me at all hours about my car note being past due, keep in mind its stolen, but they cant have a sense of urgency to have my loan paid off. I have called then numerous times and at some point every day! The BBVA TOTAL LOSS DEPARTMENT IS A COMPLETE JOKE! I requested to speak to the total loss department when my car was stolen to get a jump on this process. I was informed I could not because they didnt have a line where customers can call in and that they were supposed to call me. Well 2 weeks later and nobody called me, I searched online and found a number to call them. They dont answer the phones, its like 5 people working in there, they have no concern for CUSTOMERS, and they tell whatever you want to hear!!! I have gotten the back and forth between XXXX, XXXX, XXXX, AND XXXX!!! I have spoken to XXXX almost every day about my final loan pay off once they have finally received my INSURANCE check. I knew a balance would be due from the paperwork I gotten from INSURANCE agency but I also knew how much my GAP check was as well. I called EACH DAY and EVERY DAY I got a different number {$820.00}, {$870.00}, {$1000.00} {$1300.00}. Each time a different number for a different reason. Finally, I asked to speak to a SUPERVISOR and I was given XXXX. XXXX first off comes to the phone as, how can I help you? I fell that is very rude, you should come to the line ready to help me already knowing my issue for holding anyways!!!! So after speaking to XXXX I explained to him that I am trying to get the correct pay off amount because I have a GAP check coming and I need to know if it will or not cover the amount. I was expecting an over payment to me. XXXX agreed to me that {$870.00} would be my LOAN PAY OFF AMOUNT!!! So I call back again to check every day to see if they have gotten my GAP check. While I am told no I asked for pay off amount, this time I am speaking to XXXX and she tells me some new numbers!! At this point I am livid because I have called every day and spoke to XXXX and I was under the impress we agreed on {$870.00} as my pay off amount and now here is this lady telling me a different number. I was so confused and so livid!!!! I demanded I talk with XXXX she advised me that he wasnt there or either busy, she told me she would leave a message for a manager to give me a call back. Two days went by and nobody gave me a call back, so I called and I spoke to XXXX. XXXX who claims to be a manager, I was so upset that my message was sent and he still didnt call me but as well that this I just the 1st time I have spoken to a manager. I have been calling EVERYDAY for at least 3 weeks and this the 1st time I am just now speaking to him! So he ask me as well, how can I help you!?? I explain that I am waiting on a call back from you regarding my issue. He explains that it was some confusing on what XXXX thought I was calling for. I am not sure what the confusion was or is. There is no confusion with them. I have been waiting since XXXX for them to take care of things they needed to so I can close out a total loss claim. I was told my loan payoff amount would be {$870.00} and it was higher than quoted once my GAP check was received. He told me he would review calls and give me a call back on Monday @ XXXX. This was Friday XX/XX/XXXX and here we are Tuesday XX/XX/XXXX and I still havent gotten a call back from XXXX. Not only am I dealing with their lack of concern or empathy BBVA Compass has reported negatively to my credit for the past 3 months and my account has been paid off close! I will be reporting those past three month as inaccurate information! They refuse to answer the phone or return phone calls because they want us to still pay on cars we no longer have. They are a joke!
Company Response: Closed with monetary relief
2019-04-17
Tracy, CA
Closing on a mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with non-monetary relief
2019-04-16
Fayetteville, NC
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with explanation
2019-04-13
Hollywood, CA
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: I tried to see my last monthly statement and after my log in data were automatically entered, it said that my password is wrong and to click the link saying that I forgot it ; after doing that, it said to enter my full social security number which I did correctly.After that it said that it is wrong number and my access to BBVA site is locked, with suggestion to call a toll-free number, which I can not do from where I am here in a foreign country without access to any regular phone to make a direct call from here ( I am now in a remote countryside of XXXX XXXX XXXX.
The only way to reach me here is by internet or by calling my mobil phone at XXXX if I will be in an area with good reception.
My last 4 digits of my account are XXXX With anticipated thanks, XXXX XXXX, cardholder
Company Response: Closed with explanation
2019-04-12
Hanceville, AL
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Closed with explanation
2019-04-12
Lewisville, TX
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: On XX/XX/2019, I submitted a mobile deposit for {$30.00}. The check was issued by XXXX XXXX XXXX, check number XXXX. After speaking with a represenative on XX/XX/2019, they identified that the check was returned due to XXXX. At which time BBVA Compass initiated a charge back for the dishonored check and charged a Returned Deposit Item Charge of {$15.00}.
My call was to request information as to why the charge back occurred and to obtain written verification of the actions taken on the account regarding the deposited check, charge back and fees associated with the returned item. The letter was to be used as verification of the returned item and fees so that I could collect the {$30.00} fee owed and the returned check charge of {$15.00} from XXXX XXXX.
While the reason was verbally provided. When asked for a letter from BBVA Compass, the agent advised that I needed to go to a branch to obtain the letter. I explained that I have a full time job starting at XXXX. Then, work business for self in the evenings and weekends, I do not have the time to take off to go to a branch. Expecting to be provided options, I was met with resistance and sarcasm when I asked to submit a complaint. The agent was unprofessional, was not aware of company policy/procedures, did not provide alternatives and generally uncaring.
Company Response: Closed with explanation
2019-04-11
Fort Worth, TX
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: I called BBVA after getting confirmation of my refund from LA XXXX who told me it takes 1-3 days to return to the acct and I called my bank BBVA and asked that when I get refunded can they refund me the XXXX over draft fee and he stated No.! Bad customer service and I would not recommend this place to any body who wanted a Great Customer service bank!! I work in financial services with credit unions and we truly appreciate our members and I recommend them to people
Company Response: Closed with monetary relief
2019-04-11
Austin, TX
Fraud or scam
Money transfer, virtual currency, or money service: International money transfer
Company Response: Closed with explanation
2019-04-10
Beyersville, TX
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with non-monetary relief
2019-04-09
Austin, TX
Managing an account
Checking or savings account: CD (Certificate of Deposit)
Deposits or withdrawals
Company Response: Closed with explanation
2019-04-09
Arlington, VA
Closing an account
Checking or savings account: Checking account
Can't close your account
Complaint: In XX/XX/2018, wrote secure message to close checking account. Couple days later called to confirm account was in fact closed. However, for the past several months, I have been receiving emails notifying me of statement availability suggesting that the account is not closed.
Company Response: Closed with explanation
2019-04-09
Houston, TX
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: This account has been paid to a XXXX balance.
COMPASS BK Last reported : XX/XX/XXXX {$12000.00} Good Overview You've paid off 35 % of the original amount.
Balance {$12000.00} Highest Balance {$20000.00} Monthly payment {$380.00} Opened XX/XX/XXXX ( 2 yrs, 6 mos ) Term 72 months
Company Response: Closed with non-monetary relief
2019-04-08
Piscataway, NJ
Closing an account
Checking or savings account: Checking account
Can't close your account
Company Response: Closed with explanation
2019-04-08
Piscataway, NJ
Closing an account
Checking or savings account: Checking account
Can't close your account
Company Response: Closed with explanation
2019-04-08
Cleveland, OH
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
Company Response: Closed with explanation
2019-04-05
Lewisville, TX
Closing an account
Checking or savings account: Checking account
Fees charged for closing account
Complaint: I have tried to close my checking account with BBVA several times. This is the third letter I have received from BBVA saying that I have a balance duewhich is impossible because my account was frozen, closed now, and the balance is XXXX. I brought in a similar letter to the one that I have received today to a BBVA banker, and they even reassured me the letter was wrong. This letter im receiving now is threatening to send my supposed balance of {$140.00} to debt collections, which could interfere with my credit as I am in the middle of closing on a house. I am extremely livid, and I assure you numerous negative reviews will be given about the banks service.
Company Response: Closed with explanation
2019-04-05
Rincon, AZ
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-04-04
Oxford, GA
Managing an account
Checking or savings account: Checking account
Problem accessing account
Company Response: Closed with explanation
2019-04-04
AZ
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Transaction was not authorized
Complaint: BBVA Compass Bank Violations of H.R. 1261 Overdraft Protection Act of 2013 SEC. 4 FAIR MARKETING AND PROVISION OF OVERDRAFT COVERAGE PROGRAMS. SS 140 B. Overdraft coverage program disclosures and consumer protection ( c ) Each depository institution may charge overdraft coverage fees with respect to the use of an automatic teller machine or point of sales transaction only if the consumer has consented in writing, in electronic form, or in such other form as is permitted under regulations of the Bureau. [ I, the consumer, never gave consent to overdraft protection nor was given opportunity to opt-in or not. ] ( d ) ( 1 ) ( A ) CONSUMER DISCLOSURES. - Each depository institution shall clearly disclose to each consumer covered by an overdraft protection program of that depository institution- that- the consumer may be charged for not more than one overdraft coverage fee in any calendar month and not more than 6 overdraft coverage fees in any single calendar year, per transaction account ; [ I, the consumer, have been charged 16 times in 2 months! Even if I did consent, they are exceedingly over their limit.that they can charge per one account. ] There are many more violations. However, I will stop there.
Company Response: Closed with monetary relief
2019-04-03
Daphne, AL
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Closed with explanation
2019-04-03
Mesa, AZ
Problem with a lender or other company charging your account
Checking or savings account: Savings account
Can't stop withdrawals from your account
Company Response: Closed with explanation
2019-04-03
AZ
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Money was taken from your account on the wrong day or for the wrong amount
Complaint: BBVA Compass Bank Violations of H.R. 1261 Overdraft Protection Act of 2013 SEC. 4 FAIR MARKETING AND PROVISION OF OVERDRAFT COVERAGE PROGRAMS.
SS 140 B. Overdraft coverage program disclosures and consumer protection ( c ) Each depository institution may charge overdraft coverage fees with respect to the use of an automatic teller machine or point of sales transaction only if the consumer has consented in writing, in electronic form, or in such other form as is permitted under regulations of the Bureau.
[ I, the consumer, never gave consent to overdraft protection nor was given opportunity to opt-in or not. ] ( d ) ( 1 ) ( A ) CONSUMER DISCLOSURES. - Each depository institution shall clearly disclose to each consumer covered by an overdraft protection program of that depository institution- that- the consumer may be charged for not more than one overdraft coverage fee in any calendar month and not more than 6 overdraft coverage fees in any single calendar year, per transaction account ; [ I, the consumer, have been charged 16 times in 2 months! Even if I did consent, they are exceedingly over their limit.that they can charge per one account. ] There are many more violations. However, I will stop there.
Company Response: Closed with monetary relief
2019-04-02
Arlington, MA
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with monetary relief
2019-04-02
Northside, NC
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Complaint: Good afternoon, I was charged a late fee of {$27.00} on XXXX. As soon as I noticed this I began researching why the bank did not receive my payment. I sent the payment through my credit union 's online bill payment service. However, BBVA Compass was not set up with my credit union for electronic payments, so they mailed a check. I inadvertently typed the P.O. Box incorrectly in the bill payment service. So BBVA Compass never received my payment, though it was mailed well in advance. As a result, I requested a refund of the late fee from BBVA Compass and they refused. I have always paid this account on time. I paid the late payment and the next month 's payment yesterday.
Thanks, XXXX XXXX
Company Response: Closed with monetary relief
2019-04-02
Lewisville, TX
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: I have been a BBVA Compass Credit card holder for about a year and in XXXX and XX/XX/XXXX, I made some early payments with the thought of covering my upcoming big credit card charges.
BBVA put a freeze on my card due to large credit balance.
I contacted the bank multiple times in XXXX to allow me to process charges. Their customer service said there is nothing wrong with credit card and I can use it. But whenever I tried to use in stores, I get a decline.
I made an over payment of {$11000.00} Tired of my money getting blocked, I asked the CSR if I cancel the credit card, will they refund the credit balance and the CSR said yes. Hence, I went ahead and cancelled the card in XXXX.
But I still did not get the refund.
After numerous calls, in mid-XXXX XXXX, they said they sent me a check. My online statement showed a line item as 'Credit Balance Refund ' of {$11000.00} on XX/XX/XXXX but I never received a check.
I continued to make the calls. In XXXX, I was able to speak to one representative XXXX who was the only CSR out of 20+ reps I talked who was at least tried to make an effort to resolve it and he gave me his extension.
He said that they sent the refund to 'Check Free ' who I used to send payments from XXXX XXXX bill pay service. But they were unable to provide me any tracking number.
When I contacted check free, they could not find any refund and they asked for tracking information.
BBVA has no tracking number, no details other than saying they sent the refund to Check free.
1. I made 50+ calls, talked to 20+ people at BBVA and spent 50-80 hours either talking or on hold. They do not have any call logging or conversation tracking system. No one has any idea about previous history. I do not understand how a bank in XXXX has no call logging, no trace or money transfers and still exist as a financial business. They should be shut down long time back due to lack of these basic features.
2. My money is blocked for 6+ months and they are not helping.
Company Response: Closed with explanation