BBVA FINANCIAL CORPORATION

2019-04-02

Leming, TX

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: On XX/XX/2019 my wife, XXXX was doing me a favor of cashing my paycheck ( in the amount of {$600.00} ) at the BBVA Compass branch at XXXX XXXX XXXX in XXXX, Texas XXXX. The check was properly endorsed, had the bank account number listed on the back as well and my drivers license was sent as proof of identity. A teller at the XXXX XXXX by the name of XXXX ( she refused to provide me with her last name ) refused to cash the check. She indicated that my wife did not sign on the account. Upon speaking to this woman on the telephone, I indicated that there has never been any problem with these transactions at any of the other BBVA locations. My concern and what I want addressed, is why these rules and regulations are not followed fully and FAIRLY among all customers and at all branches. This matter borders on discrimination. I am filing this complaint in an effort to bring these problems to light and ask that your office investigate the validity of the banks rules on cashing checks.
Company Response: Closed with explanation

Timely Response

2019-04-01

OK

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: I continue to be late due to my due date. I've requested in writing per their customer service that my date be moved to the XXXX. It's been rejected and the reason I'm told it's rejected is because of late fees and not being current. Well, I can't get current because as I've explained in the letter to them I get paid on the XXXX and the XXXX. My rent, loan, electric, water, and gas are all due on the same day. I will never, not ever be able to pay all of this on the XXXX. So even though I've explained this over and over they continue to leave it and hit me with late fees.
Company Response: Closed with non-monetary relief

Timely Response

2019-04-01

AL

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Complaint: 1. I was charged a service fee of {$25.00} on a BBVA Compass ClearChoice Free Checking account on XX/XX/XXXX on an account ending in XXXX. The transaction was disputed by phone and secure XXXX messaging. It showed a posting date of XX/XX/XXXX which was a future date which I was able to dispute on XX/XX/XXXX because it had already posted to my checking account. BBVA called it a Bank Fee. 2. I had a money market account with BBVA compass which I was charged a {$15.00} service fee for an account ending in XXXX, that did not charge fees on the balance I carried. It was disputed by phone and by secure BBVA Compass messaging. 3. I disputed a charge to my credit card with is showing a charge in the amount of {$590.00} via secure messaging on the BBVA Compass website. It is from a company calling themselves XXXX XXXX XXXX in XXXX, CA dated XX/XX/XXXX. I closed the credit card number and requested a new credit card account and have done that twice and the charge is still showing on my account. I blocked two credit card accounts with that charge and those accounts end in XXXX and XXXX. I have not done business with that account ever in my life. There are a lot of problems with this bank in particular and it did not start until around XX/XX/XXXX time frame. They have not honored any of the account benefits that came with these accounts and currently I pay them and continue to be cheated and have my funds stolen.
Company Response: Closed with explanation

Timely Response

2019-03-30

Seligman, AZ

Other features, terms, or problems

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

Problem with rewards from credit card
Complaint: On XX/XX/XXXX, I received an email ( see attachment 1 ) from BBVA Compass Bank saying I would receive a one-time bonus of XXXX rewards points if I paid a utility bill with my BBVA Compass Bank credit card. The offer stated that I must : ( 1 ) contact my utility service provider to enroll my BBVA Compass Visa Credit Card in the service provider 's automatic bill payment system between XX/XX/XXXX and XX/XX/XXXX ; and ( 2 ) pay a bill to my utility service provider using my enrolled BBVA Compass Visa Credit Card by XX/XX/XXXX. I clicked on the link to enroll in the promotion and received a confirmation page ( see attachment 2 ) saying I was enrolled in the promotion. On XX/XX/XXXX, I enrolled my BBVA Credit Card in my water bills automatic bill payment system, and a payment was made using my BBVA Compass Visa Credit Card ( see attachment 3 ). I waited until near the end of XXXX and noticed I had not received the XXXX rewards points. On XX/XX/XXXX, I sent a SM ( secure message ) asking about the bonus rewards points and when I might expect to receive them ( see attachment 4 ). On XX/XX/XXXX, I received a SM response ( see attachment 5 ). XXXX XXXX stated that she reviewed my account and confirmed the utility payment on XX/XX/XXXX. She also said that my points should be in my account by the end of XXXX. She said they have to wait 10-12 weeks after the promotion ends to process the promotion batch and award out the points to their customers. She said the promotion ended on XX/XX/XXXX so by the end of XXXX the point should be in my account. I waited and kept checking my account and saw by the end of XXXX I still had not received the bonus rewards points. I sent a SM and was instructed to call BBVA on the phone. On XX/XX/XXXX, I called BBVA Compass and spoke with XXXX, a specialist from the rewards dept. First she said that I had not enrolled in the promotion. I stated that I had received a confirmation page saying I was enrolled and could send it to her. Then she said that I had not fulfilled the promotion because I was supposed to make recurring payments and not just one payment. We went over the terms of the promotion and I stated that I had fulfilled the two parts of the contract : I had ( 1 ) contacted my utility service provider and enrolled my BBVA Compass Visa Credit Card in the service provider 's automatic bill payment system between XX/XX/XXXX and XX/XX/XXXX ( I enrolled XX/XX/XXXX ) ; and ( 2 ) I had paid a bill to my utility service provider using my enrolled BBVA Compass Visa Credit Card by XX/XX/XXXX ( I paid a bill on XX/XX/XXXX8 ). She insisted that the promotion stated that I needed to make several payments, yet she was not able to provide evidence of this requirement. The promotion says a bill needs to be paid. The fine print does not say there needed to be two, three, or four bills paid. I asked to speak to a supervisor. She said she would forward my request to a supervisor and to send her a copy of the email promotion. I sent her the email and she called me to say that after talking to the back office that I had not followed the promotion which required me to pay more than one bill. She made no mention of escalating my request to a supervisor even with my insistence. I would have been more than willing to make several payments if these instructions were included in the rules of the promotion. I feel I followed the rules of the promotion and am respectfully asking for the bonus XXXX points to be added to my BBVA Compass Credit card account. Thank you.
Company Response: Closed with monetary relief

Timely Response

2019-03-29

Burlingame, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: BBVA Compass has charged a total of 62 Non-Sufficient Funds each for {$32.00} on our XXXX XXXX Account between XX/XX/XXXX and XX/XX/XXXX. These fees are invalid and outside of the fee schedule received at account opening. Fees have been charged on transactions that did not overdraw the account as well as transactions that were refunded by merchant. BBVA Compass has since refunded only 10 of these fees. There are {$1600.00} in NSF fees outstanding that BBVA has not reversed. Out of these {$1600.00} in NSF fees, BBVA has furthermore charged 14 NSF fees for transactions that did not leave the account with a negative balance as well as refunded ones. The invalid fees have been brought to the attention of XXXX XXXX, branch manager at BBVA Compass in XXXX, CA. XXXX XXXX contends that these fees are fair and just and in accordance with the BBVA Compass fee schedule. All communications, bank statements and the BBVA CompasXXXX fee schedule have been attached with this complaint. The Bank Manager 's contact information is provided below. XXXX XXXX Branch Retail Executive- XXXX XXXX CA NMLS # XXXX XXXX : XXXX Fax : XXXX - XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Closed with monetary relief

Timely Response

2019-03-28

Fred, TX

Fees or interest

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

Problem with fees
Complaint: On XX/XX/XXXX I had my credit union process a payment through bill pay for my Compass Bank Credit Card in the amount of {$48.00}. The last time I had made a payment or owed anything to Compass Bank was in XXXX of XXXX and all I owed on the card was the {$48.00}. On or around XX/XX/XXXX, I received my statement that indicated my payment was late. I immediately contacted Compass and my credit union to research why my payment was showing late when I obviously paid it and the {$48.00} had been taken out of my account. The 1st contact I had with Compass customer service revealed that the payment address had changed since the last time I made a payment almost a year ago. However, Compass still had access to that PO Box . It was also brought to my attention that the credit card # was incorrect on the check that was sent through bill pay. The check had not been endorsed and was not sent back to the credit union. Over the course of almost two months I have talked to numerous agents trying to locate the payment. I was finally advised to send over a good faith letter from my credit union so that it could be researched and applied to my account. I faxed over the 1st letter and when I called back they could not located it. I have confirmation that it went through on XX/XX/XXXX. I sent a 2nd fax while on the phone with the customer service floor manager ( XXXX at extension XXXX ) and he received it. I had left 2 different messages after this to check the status with the customer service floor manager ( XXXX ) and he did not return my call. While waiting for this process to become complete, I was charged a late fee in the amount of {$10.00}, a late fee of {$15.00} and interest in the amount of {$2.00}. My credit limit was also decreased from {$18000.00} to {$500.00}. This decrease affected my credit score as well. I was advised during this process that once they approved the letter, everything would be credited back and my credit limit would be restored. No one ever tried to make contact back with me by phone to advise me on the status of this issue. I did however received mail correspondence in regard to my payment being late. However, I was under the impression that once they located the payment everything would be alright. On XX/XX/XXXX I contacted XXXX again and was advised at this time that my " Good faith letter '' was denied and that my payment was due. I told him that I would put a stop payment on the {$48.00} I had sent back in XXXX and make the payment again. I asked him if it would be possible to waive the late fees since I had been trying to get the matter resolved. He was very stern in his speaking when he told me " NO '' and that is the final decision. All I owed them was {$48.00}. I have heard of other people 's late fees being waived when they just over look making the payment. My payment was either lost in the mail or mishandled at Compass Bank and their representatives denied waiving the late fees for a long time customer.
Company Response: Closed with monetary relief

Timely Response

2019-03-28

Fort Worth, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-27

Los Indios, TX

Closing your account

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

Company closed your account
Complaint: Bank closed account without notice, I contacted the bank and they said they will send out a notice up to now I have not received anything. I am a XXXX, and used the credit card to sustain our needs when I was in school. I have not made any late payments on the account. I also have a personal and auto loan with them showing prove of my responsibility of paying my bills on time. I do not think it is fair they are doing this to me. I contact them and they told me their decision was made due to credit reports. Now I called credit reports and they are telling me they did not sendany delinquent information. I believe they should take in consideration other factors and come up with an explanation to what they are doing to me, I will be affected. I have been responsible and trying to maintain a good credit report their decision was made without notification and as of today with no explanation at all.
Company Response: Closed with explanation

Timely Response

2019-03-26

Frisco, TX

Getting a credit card

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

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2019-03-26

Southfield, MI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-26

FL

Closing your account

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

Company closed your account
Complaint: BBVA- Compass bank offered a secured credit card and i deposited XXXX into a savings account only making XXXX available to the card. However i kept the card for almost 2 years never missing a payment and then out of nowhere i tried to login to my account and discovered the card had been closed. Left on auto pay to still take payments from my bank without me being able to stop it and or charging me interest on a account i did not opt or receive notice that it was being closed or why with perfect payment history and its my money!!! long story short the account has been closed since last year i don't want this auto draft i just want a check of my money owed to me period point blank. The account has been closed without my notice send me my money and end this business because i never did business with anyone as such and still bill me and its secured by my funds. Doesn't make sense at all to do this. I want a refund of my available credit and close it out completely there has been no activity since last year because we bought our home so spending on cards were out. you can't charge me for a account i put money on and you all closed and still have it on auto pay and collecting interest what a scam!!!
Company Response: Closed with explanation

Timely Response

2019-03-25

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

2019-03-23

Bohemia, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have a shared ( joint ) account with my wife at Simple bank, with debit cards in both of our names. On XX/XX/2019, I attempted to use my card as a charge without pin and it was declined, I tried again wit pin as debit and still declined, I called Simple who after placing me on hold for approx 1 hour told me that there was a problem with my wife 's individual account ( thats separate from this joint account ) and both accounts in her name was frozen, including the joint account and she would have to call in to get information since they could not give me any information. So she called back in from her phone as they requested, and after placing her on hold for approx 30mins, was told that they dont know what was the problem and would have to escalate it ans someone wound send her a message through the website, the day passed and nothing, no email, no calls. over the next 2 days my wife and I at seperate times made numerous calls to find out the lproblem an have our money releases. I was eventually told that they did not know why the accounts were locked and they are working on the problem, meanwhile they are holding my money hostage.
Company Response: Closed with explanation

Timely Response

2019-03-23

KS

Other service problem

Money transfer, virtual currency, or money service: International money transfer

Complaint: I am an XXXX XXXX who moved to XXXX in XX/XX/2018, BBVA compass is the bank I first chose and everything worked well with the online banking despite the fact that I had move to XXXX since XX/XX/XXXX till now. It worked all this time, but now that I have a large amount of money coming through international wire transfer they blocked it
Company Response: Closed with explanation

Timely Response

2019-03-22

Garland, TX

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

Timely Response

2019-03-22

Lewisville, TX

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: BBVA Compass has gone above and beyond to ensure that they have caused fraud in every single way possible. First of all their bank opened two checking accounts in my name which I did not approve nor accept, Secondly after these were opened they opened 3 Fraudulent credit cards. I then get a call which I didn't answer, I go up to their branch to see what this is about and they rudely tell me Enterprise " Fraud Management '' XXXX to be specific has decided to end " My Banking Relationship '' This is after I chose not to provide them with my identification, nor with my SS Card like they asked AFTER THEY APPROVED THE FRAUDULENT CARD. Not only were their fraudulent charges on the fraudulent cards. I finally asked someone about these cards they told me there was a block and they couldn't issue me any cards nor tell me much about them until I sent my identification in. Well of Course CARD Fraud Department was super rude, the lady told me I needed to send this in order they would be blocked, She wouldn't send me a letter requesting what information they wanted of course. Instead she sent a threatening letter explaining they viewed a credit report, Which again wasn't listed that they determined to closed the blocked fraudulent cards. Now to me, another thing I found out is they are letting a XXXX which I have never been associated with FRAUDULENTLY CHARGE THE FRAUDULENT Checking accounts and attempting to say I owe it. I do not own those accounts, and I do not owe the accounts. I will not be paying their credit cards because I did not authorize them. I was this bank investigated for their practices and the way they fraudulent charge customers, the way they allow fraud to continue and instead of assisting the customer forcibly don't assist the customer. They attempt to blame the customer and are very very very rude customer service. I have never experienced that rude of service in my life.
Company Response: Closed with explanation

Timely Response

2019-03-22

Houston, TX

Opening an account

Checking or savings account: Savings account

Didn't receive terms that were advertised
Complaint: I opened an saving account with BBVA back in XX/XX/2018 with promised promotion of {$50.00} after 90 days with balance of {$100.00}. More than 90 days I still haven't received the bonus, I came to the branch and talked with the XXXX he said the bonus should deposited automatically after 90 days from the date of the first direct deposited of an checking account on XX/XX/2018, which is nothing related to my saving account. However, I still waited. That days has passed, no bonus add. I called the online customer service and talked to the XXXX, he apologized and said bonus will be deposited in couple days and he will monitor my account closely. I still have not received the bonus which has been almost 4 months. I sent them several emails and there was an escalated case has open but Everytime I told me a new deadline which is I don't have a clue about those days. Please be aware of BBVA bank, they talk so nice but they just trying to past time, and did not do what they promised. The whole system was failed and very unprofessional. Everytime they send an response email to mail, they always send the full page with the tone of lecturing about the requirements and such which is I met all the requirements. They don't look at the account details and just gave robotics answer. Don't do any business with BBVA bank.
Company Response: Closed with monetary relief

Timely Response

2019-03-21

Houston, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2019-03-21

Hartford, CT

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

2019-03-21

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On Wednesday XX/XX/2019 at XXXX XXXX. I received a response to my support message from " Simple Support Bot '' which said : " Hello XXXX, Last night, there was a credit that was posted to your account for a recent dispute that was filed, and then it was shortly debited back. We're sorry if this caused you any confusion. This was due to an error within our systems that we are currently investigating and working to resolve as soon as possible. Someone from our Disputes team will be reaching out to you soon with an update on your case via a support message. Thanks for being a Simple customer. -Simple Support '' When I contacted Simple Customer Service XX/XX/2019 to find out details of this banking errors which deposited and debited funds into my account the man I spoke to was very rude and refused my request for a call back speak with a manager or supervisor. I feel this response from a " Simple support bot '' it's a misrepresentation and I would like to see the results of this detailed investigation into the error affected my account and my funds.
Company Response: Closed with explanation

Timely Response

2019-03-21

Lancaster, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Company Response: Closed with explanation

Timely Response

2019-03-21

Santee, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-20

Salem, AL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-03-20

Bigfoot, TX

Closing an account

Checking or savings account: Savings account

Company closed your account
Company Response: Closed with monetary relief

Timely Response

2019-03-20

Helena, AL

Managing an account

Checking or savings account: Checking account

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

Timely Response