BBVA FINANCIAL CORPORATION

2019-02-20

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 monetary relief

Timely Response

2019-02-19

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

2019-02-19

Watkins, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-18

Birmingham, AL

Credit monitoring or identity theft protection services

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

Billing dispute for services
Company Response: Closed with monetary relief

Timely Response

2019-02-16

Discovery Bay, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: This bank charged me 3 overdraft fees when I only should've been charged one for the {$80.00} ATM withdrawal. I had two pending transactions totaling less than {$4.00}, the money had already been removed from my account it just hadn't been posted but they charged me overdraft fees for both transactions when they posted. How were there insufficient funds when the money was already removed from the account? No other bank does this. They also reorder transactions to trigger as many fees as possible. I've seen numerous complaints about this bank doing that. I've tried to resolve it 3 times now and they won't do anything it's ridiculous.
Company Response: Closed with monetary relief

Timely Response

2019-02-16

San Francisco, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-02-15

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-02-15

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

2019-02-15

Bedford, TX

Problem with cash advance

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

Complaint: My husband and I have applied for a HELOC at Compass Bank on 2 occasions. The first time was XX/XX/XXXX. We were approved. We had included a request to pay off XXXX Mortgage. This is not our primary mortgage ( XXXX XXXX ) we were getting the equity from. however the financial advisor XXXX XXXX said the application had expired due to a combination of the processor not getting the employer and or home insurance verification on time etc.. We were a little upset we would have to go through the entire application and credit checks again but continued with the 2nd application. The 2nd HELOC application was submitted end of XXXX, the beginning of XX/XX/XXXX. This time, we didn't request any payoffs on our behalf and wanted the HELOC proceeds into a checking account we would open with Compass Bank at the time of closing. This was discussed when the 2nd HELOC application was submitted. Part of the documents we signed was a 'Debt Consolidation Letter '. This form is used to write down creditors we intend to payoff with this HELOC. We didn't include anything on it. During the process, I receive an email from XXXX the processor requesting a fax number for XXXX. I was shocked. XXXX is a pool loan we have and is not a HELOC and is not tied to any property. This was a personal loan and no information was given to Compass Bank about it at any time. I believe they may have seen this credit on our credit. I emailed XXXX the financial advisor at the bank as to why they are needing this information, she emailed me back and said the email was sent in error. ( I have all emails available ) I get an email on XX/XX/XXXX from XXXX that our HELOC is ready to close. We made an appointment for Saturday XX/XX/XXXX. Everything was fine and dandy. We closed. We opened the checking account with them. She said we would have the funds available within 5-7 days. On XX/XX/XXXX I went into Compass Bank to make a payment on a loan my husband has with them and asked the teller about the status of the funding of the HELOC. She researched and said that I only had {$1700.00} available out the of {$29000.00} HELOC we received. Again, I was in complete shock. I asked to speak to XXXX. When explaining to XXXX, she did her research and said there was a payoff submitted to XXXX in the amount of {$27000.00} and that there must have been a mistake. She reviewed the documents given to her and agreed there was no such request made by us. She said she would email the back office and get back with me. On XX/XX/XXXX I emailed XXXX asking her for an update. She emailed back, 'I spoke with someone in our back office this morning and she says she received the request for a payoff of the XXXX loan after the home equity booked. She submitted the payoff on XX/XX/XXXX and the check has already been cashed through XXXX. She says the loan information, account #, etc, was provided. She sent me the payoff authorization and I have attached it here for you. Have you talked with you husband to see if he had talked with anyone and provided the account information? Let me know if you have any other questions. '' OF COURSE NOT!! WE HAVE NOT AUTHORIZED ANYONE TO PAY OFF OUR XXXX LOAN!!! we walked in to the Compass Branch on XX/XX/XXXX. XXXX was off and were offered to speak to the Vice President XXXX XXXX. He said he knew a little bit about what was going on based on what XXXX had explained to him. I explained the situation. He brings out 2 forms. One was a 'Request for payoff ' not completed by either my husband or I. It listed XXXX as our 'Mortgage Company ' with a property address of our current address. *****XXXX IS NOT OUR MORTGAGE COMPANY***** I explained to him this was not a form we filled out. Then he says we had to of been informed that one of the requirements of us getting the HELOC was we had to payoff any liens we currently have. I advised him we do not have any liens. He looked puzzled. He said he had never seen a situation like this in the 10 years he's been doing this and that he would review my information with his regional manager XXXX. I want Compass Bank to rectify this problem and take accountability for their mistake. They have made an error in paying off an account they weren't authorized to and have used up all of my HELOC. This is causing me serious distress and need this taken care of ASAP.
Company Response: Closed with explanation

Timely Response

2019-02-15

Dallas, TX

Other features, terms, or problems

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

Other problem
Complaint: Called BBVA Compass XXXX with a simple request : XX/XX/15 Over an hour stupid talk trying to get them to show me on either my statement or online where it shows the interest free promotion I am on and the deadline in writing that I could trust to be accurate and binding. They admitted it could not be found. Then that they will try and see if perhaps if allowed it could be emailed to me but it would take 3 to 5 days but not sure it could be done. I tried to hold for a supervisor but after over an hour with tons of additional stupid talk they said they would call back in XXXX min. They never did. XX/XX/15 Called again asking the same info to be shown to me on their statement or online but they still can not show me that. I mentioned filing a complaint and after a long hold time was then told they would mail it to me in 7 to 10 days. They could not email it to me today and I don't trust that I will ever get a letter. But that gives them another 10 days to blow me off. Being that I almost missed my 1st payment because I did not have a statement or their address to send it to and it also took a long stupid talk call to get that info, I have come to the conclusion that this company is trying to trip the public up into losing the interest free offer after they have paid 3 % to get a balance transferred. And note too that so far I am on time and still have the interest free offer but I don't trust they will hold to their offer if I don't see the date ending printed somewhere. All my other credit cards that I have done this with will have it listed on their statements and online too.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-14

Euclid, OH

Trouble using your card

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

Can't use card to make purchases
Company Response: Closed with explanation

Timely Response

2019-02-14

Deming, NM

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with non-monetary relief

Timely Response

2019-02-14

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with non-monetary relief

Timely Response

2019-02-14

Dallas, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: My father, XXXX XXXX, maintained an account with BBVA Compass. I am the " pay on death beneficiary ''. Following my father 's death on XX/XX/XXXX, I contacted BBVA Compass regarding the process to close my father 's account. I was told that I needed to provide a copy of the death certificate, the " main office '' would confirm its validity ( may take 24 hours ), and I could close the account. I provided a representative of BBVA Compass a certified copy of the death certificate on XX/XX/XXXX along with my driver license. The account is still not closed a weel later! The XXXX representative s state that they are unable to locate the signature card wherein my father changed the account from single ownership to POD. Their computer records reflect this change occurred in XXXX. Closing the account should not be delayed due to XXXX ' shoddy recordkeeping! Please assist me in getting the account closed! XXXX ' " legal department '' has been " reviewing '' this situation since XXXX.
Company Response: Closed with explanation

Timely Response

2019-02-14

San Diego, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-14

Hemet, CA

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

2019-02-13

Oceanside, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-02-11

Mc Allen, TX

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2019-02-11

San Jose, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-02-09

Brooklyn, NY

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: Dear Sir/Madam, I applied the following Checking and Savings account with bonuses on XX/XX/XXXX. I have made my first direct deposit of $ XXXX on XX/XX/XXXX, but I didn't receive the {$200.00} Checking bonus as of today. Also, I have deposited {$100.00} until today, while I didn't receive the {$50.00} Savings as well. So could you please investigate this problem for me and fulfill the bonuses for me ASAP? Thank you very much! XXXX XXXX XXXX Checking bonus : You must be a new BBVA Compass consumer checking customer who has not had a BBVA Compass consumer checking account open within the last 12 months or closed due to negative balance to be eligible for the bonus. Eligible accounts include BBVA Compass ClearConnect Checking, BBVA Compass ClearChoice Interest Checking, BBVA Compass ClearChoice Free Checking and Easy Checking Within sixty ( 60 ) days of account opening, at least one electronic deposit of your paycheck, pension or government benefits ( such as Social Security ) from your employer or the government in the amount of at least {$500.00} must post to the new checking account The {$200.00} cash bonus will be deposited into the new checking account within 90 days of meeting the bonus requirements described above. Account must be open and in good standing with a balance greater than or equal to {$0.00} at the time of payment in order to receive the new account bonus. Savings bonus : You must be a new BBVA Compass consumer savings customer who has not had a BBVA Compass consumer savings account open within the last 12 months or closed due to negative balance to be eligible for the bonus Eligible savings accounts are BBVA Compass ClearChoice Savings, Build My Savings, ClearConnect Savings and Young Savers Savings account must be opened within 60 days of checking account Account must be opened with a minimum balance of {$100.00} in your new BBVA Compass Savings account. The minimum balance of {$100.00} must be maintained through XX/XX/XXXX to qualify. The {$50.00} cash bonus will be deposited into the new checking account within 90 days of meeting the bonus requirements described above. Account must be open and in good standing with a balance greater than or equal to {$0.00} at the time of payment in order to receive the new account bonus. The BBVA Compass savings account holder must be an account holder on the new BBVA Compass consumer checking account General rules : New BBVA Compass customers may be eligible for {$250.00} in cash bonuses from XX/XX/XXXX XX/XX/XXXX, by opening a new qualifying BBVA Compass consumer checking account, and one of the following : BBVA Compass consumer savings account. There is a maximum of one ( 1 ) {$250.00} bonus per household. There is a maximum of one Checking Bonus and one Savings Bonus. All bank account bonuses are treated as income/interest and as such you have to pay taxes on them
Company Response: Closed with monetary relief

Timely Response

2019-02-08

Arvada, CO

Fees or interest

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

Problem with fees
Complaint: In XX/XX/XXXX, I was offered by my bank, BBVA Compass, the opportunity to open a 0 % interest credit card for a 1 year term. It also included this same promotion for balance transfers. I have been with BBVA Compass for 16 years. I have multiple accounts with them that have all been in good standing and held large balance sums. I also have excellent credit. I opened this credit card for the sole purpose of making 1 large transaction, a piece of fine jewelry, that this would allow for me to pay it off over time. I attempted to use the card for this purpose at XXXX XXXX on XX/XX/XXXX. The merchant tried to run the cards several times, and it kept coming bank, chip error or malfunction. I thought maybe this was happening because I had never used it before ( even though I had activated it ). Remembering the promotion also included a 0 % transfer balance, I decided to defuse the situation and use my XXXX Credit card I have had forever to complete the transaction. When I called Compass Credit services after to inquire as to why my credit card was declined, they told me it was to protect me from fraudulent use, and that I only had a $ XXXX per day allowable use, even though my credit card had a $ XXXX credit limit. When I continued to question this policy, they said that they would " then '' up my ability to spend $ XXXX in one day. I replied it was clearly too late to do so because I had already made my purchase with my chase acct. that had no issue letting me put the purchase on the card. The next day, I went to transfer the amount from XXXX onto my Compass card, I then learned that it would be a 4 % fee to do so. I called the credit card service # again to discuss how this should not apply to me, as the card would not allow me in the first place to make the transaction I needed as they had blocked it, and the customer service representatives again presented a very frustrating depiction of " their '' side of the story and how it was not their fault. I decided at that time I was sick of discussing these matters over the phone with representatives and wanted to deal with my own personal bank. On XX/XX/XXXX I went into my local Compass Bank location in the XXXX XXXX location and spoke to XXXX XXXX and descried the headache I had dealt with. He agreed to escalate it to his XXXX at the location XXXX. I called XXXX later that day as I had not heard how the complaint was being handled, and he said he would be escalating it to a division level and to give him 2 days. On XX/XX/XXXX XXXX left me a voicemail saying that they were not able to waive the fee as it was not a bank error. I returned his call and never heard back. At this point, I was flabbergasted, that my personal branch had again claimed this was not their fault. I began to leave reviews about my poor experience. Later that day, on XX/XX/XXXX I received a call from an AZ customer service agent, XXXX XXXX, who said my issue had been escalated ( by whom I do not know ). I explained at depth my frustration and said that the issue here isn't even the few XXXX dollar fee I would be getting, it was about how I was being treated as a long standing customer and the continued pointing to that this was not their fault. Zero ownership was taking place. She even commented, asking if I would be willing to meet them half way on the fee, and I told her yes, as she was the first person to suggest a compromise and I appreciated it. on XX/XX/XXXX I received a VM from the rep saying again she couldn't do anything about the fee. When I called back she did not answer. It has been non stop dodging, poor customer service, all for what would at most be {$300.00} on a transfer fee ( the original purchase was {$8700.00} ). I am now shopping other banks to see who would like my book of business, but am appalled by how this whole transaction has played out.
Company Response: Closed with explanation

Timely Response

2019-02-08

AR

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: XX/XX/XXXX, XXXX Friday Traded in our XXXX XXXX XXXX XXXX our dealership requested a fax of the payoff amount from BBVA Compass Bank . BBVA Compass Bank quoted the dealership {$21000.00} XX/XX/XXXX, XXXX Saturday Dealership over-nights a check for {$21000.00} to BBVA Compass Bank . Our auto draft payment for the XXXX is scheduled for XXXX of every month XX/XX/XXXX, XXXX Monday BBVA Compass Bank withdraws {$470.00} from our personal bank Account at XXXX XXXX BBVA Compass Bank receives and signs for the check from the dealership for the payoff amount of {$21000.00} at XXXX XXXX 1st phone call to BBVA Compass Bank- I call BBVA Compass Bank at XXXX XXXX. reguarding the {$470.00} that was withdrawn from our account, so the we can be reimbursed because the Loan has been paid off through the dealership. BBVA Compass Bank says that they have not received a payment from the dealership, and there is nothing they can do. 2nd phone call to BBVA Compass Bank- XXXX XXXX my husband calls again hoping that maybe it took a while for them to process the dealership check. BBVA Compass Bank tells him that they have received the check and we will be reimbursed, and a check will arrive to our residence within 7-10 days. 3rd phone call to BBVA Compass Bank- XXXX XXXX BBVA Compass Bank did not confirm the amount of money they were going to reimburse us to my husband so I call them to confirm the amount. BBVA Compass Bank tells us that they will only reimburse {$350.00} of the {$470.00} that they took from our personal account, but would not tell us why they were keeping {$120.00}. I was also told that the Actual Payoff for the loan was {$21000.00}. When I asked them why our dealership was quoted {$21000.00} which is {$130.00} less that what BBVA Compass Bank is telling me, they had no definitive answer. None of the numbers are adding up. XX/XX/XXXX, XXXX Thursday I call BBVA Compass Bank XXXX make sure that a check had need sent in the mail because we are on the 8th business day of when we last spoke to a representative and have not received anything yet. The BBVA Compass Bank representative tells us that Compass Bank is keeping the interest off of the {$470.00} that they took out of our account on XX/XX/XXXX. When I said that the payoff amount quoted from BBVA Compass Bank included interest, he quickly back tracked and said that is not why they are keeping the {$120.00}. I was told by the BBVA Compass Bank representative that if I wanted the full {$470.00}, that I would have to provide a copy of the payoff fax that BBVA Compass Bank sent to the Dealership, and until then we are only getting {$350.00}, and the check was sent on XX/XX/XXXX. When I told the representative that the dealership did not keep the copy of the fax, I was told there was nothing I could do to prove the payoff, even though the Loan was shown as paid off in their records. I was then told by the Representative that {$140.00} was left on Loan so they took it from the automatically drafted payment. This still does not mathematically add up.
Company Response: Closed with explanation

Timely Response

2019-02-08

Millbrae, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2019-02-08

Los Indios, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: on XX/XX/2019, I received a pre-charge off card notice. it was dated XX/XX/2019 on the inside of the notice. XX/XX/XXXX I called Customer service 2 x once i put in for a call back due to a excessive hold time and never received a call so I started calling again and when I finally got thru was informed after 30 min that i had to travel to a branch location and I explained that was not possible. I went online and contacted the Bank BBVA Compass thru there online contact us Message system. I explained 1 I was charged for a XXXX $ charge that was declined but they were charging me as a overdraft with a fee totaling XXXX . 2 I have my tax returns coming to the account and are being direct deposit and I would like to keep the account open. XXXX XXXX I received a response saying they couldn't help me and again i needed to go to the bank or call the bank 's dept collections department. XX/XX/XXXX I drove to the local branch and spoke to XXXX XXXX and I explained my situation and XXXX called the Debt collection Department 3 times. XXXX was hung up on by the DCD each time and she finally resorted to emailing the corporate office. XXXX asked for a copy of the post card and I emailed it to her and she responded hopefully they will contact me back. On XX/XX/XXXX they closed my account and I no longer had online access. I explained from the beginning the XXXX $ I was over Drawn all from two XXXX $ monthly service charges could be paid off from the direct deposit 's and that according to the State the direct deposit was already issued from California and should be hitting the account any time from XXXX XXXX. Please help me I need My account and funds to pay my car payment and with out it I am afraid my car will be taken.
Company Response: Closed with explanation

Timely Response

2019-02-08

Pittsburg, TX

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