BBVA FINANCIAL CORPORATION

2019-02-08

Nyc, NY

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I tried saying and contacting BBVA. Here it is. This account was a suggestion request by a XXXX XXXX XXXX profile on XXXX XXXX XXXX. He initiated contact with me. This profile is going to have his contacts who he claims to be Hackers and will try to use this account. I tried calling BBVA hurry close that account before it's too late but nothing. It was not my intention. It was a XXXX XXXX XXXX with his contacts who requested that I open the BBVA account. Please close that account. This XXXX XXXX XXXX has my social security number ID address, where I work everything.
Company Response: Closed with explanation

Timely Response

2019-02-08

Lewisville, TX

Problem when making payments

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

Complaint: In XXXX of XXXX I got a personal loan from BBVA Compass bank and the first payment was due on XX/XX/XXXX so i set up online with my bank XXXX Bank to pay it online, in setting up the online information, I mistakenly put my checking account number at BBVA Compass Bank as my loan number so when I submitted the payment on XX/XX/XXXX for {$470.00} for the loan I received a letter from BBVA collections saying they did not get the payment so i need to send them proof of payment. I went ahead and made another payment to avoid being late which was later reversed by them after telling me they have received the funds on a call from XXXX bank in my presence with a banker. Since XX/XX/XXXX I have sent them five proof of payments and even printed a statement showing the funds taken out of my XXXX account with my pre and post balances. I was even talking to a local Banker of XXXX by name XXXX XXXX in the XXXX Texas branch, even went there four times and as of last Tuesday XX/XX/XXXX BBVA said they did not get the money and have been harassing me with phone calls at work and odd times at home but I have continued to pay them ontime and they have been putting fees on the payments. I need help please in resolving this issue.
Company Response: Closed with non-monetary relief

Timely Response

2019-02-07

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-02-07

AL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Complaint: In XX/XX/XXXX, I filed for bankruptcy. My XXXX account was one of the accounts I reaffirmed. The monthly statements ceased, but I expected them to return again after the bankruptcy discharge. The discharge was in XX/XX/XXXX. The statements did not return. For most of XX/XX/XXXX, as I would go to the individual branch each month for my payment, the Manager tried his best to find a solution to the problem for me. I have never missed a monthly payment throughout this time. However, I have to guess what my payments are, and go to the location to make a payment. Last Fall, I finally learned why my statements are not coming in the mail. I was told after contacting XXXX XXXX at XXXX, that she no longer handles the bankruptcy and for me to contact XXXX XXXX, at XXXX. I had eventually made contact with XXXX XXXX, through email. She informed me the account reaffirmation was never filed. I finally spoke with her, and explained I had an email from XXXX XXXX, who said it was. XXXX XXXX said it has to be filed with the courthouse. She said my attorney was supposed to do it. I contacted my attorney. They stated the attorney does not file it, the creditor does. And, told me that BBVA Compass has been a creditor in prior bankruptcys they have worked, and BBVA Compass has always filed it at the courts in the past. I am attaching communication through the emails. I am being discriminated against, retaliated against for a reason I do not know. I simply had a hard time, filed bankruptcy, reaffirmed, and am trying to get on my feet. I simply want BBVA to treat me with the same respect they have treated others, and for them to file my reaffirmation of debt, and send me my monthly statements as before. I am just trying to pay my bill with efficiency and in completion. Please help me to find out why BBVA Compass is retaliating and discriminating against me. And help me to stop it.
Company Response: Closed with explanation

Timely Response

2019-02-06

Dallas, TX

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: On XX/XX/XXXX, my credit was ran without my permission. I had been lied to and deceived by XXXX XXXX XXXX XXXX XXXX, who had already previously ran my credit on XX/XX/XXXX. There was no need or permission given to XXXX to run my credit check a second time. As a result of XXXX 's violated action against me, my account received multiple hard credit inquiries from various auto lenders, which stay on your credit for 2 years, not to mention a reduction in credit score. I have attempted to contact XXXX, lenders, and credit bureaus, but I have only gotten the runarounds between these entities, with no resolution in sight. I was even told to file a police report from one credit bureau against these lenders if they were not willing to cooperate with me and help me remove unauthorized inquiries from my credit. I have not filed a report and hope that my complaint here will be resolved successfully, without any need to file a police report against these lenders- especially since XXXX was the one in charge and at fault in allowing this to happen. What's so disheartening is that after I was lied to by a XXXX rep and he ran my credit against my knowledge and permission, I was told by his boss that he would help me resolve the duplicate and erroneous hard inquiries made into my credit report ; but he flat out lied as well, and that left me with little to no option unfortunately.
Company Response: Closed with explanation

Timely Response

2019-02-06

Stkn, CA

Incorrect information on your report

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

Account status incorrect
Complaint: CONTINUING FROM COMPLAINT ID XXXX. IT TOOK ME SOME GREAT TIME WITH THIS.TO RESPOND TO BBVA COMPASS LAST RESPONSE TO MY COMPLAINT. BBVA COMPASS KNOWINGLY THE STRESS, FRUSTRATION IT HAS CAUSED ME TO PROVE THAT THEY ARE WRONG. BBVA COMPASS KNEW THE ACCOUNT INFORMATION BEEN FALSE FOR QUITE SOME TIME. BBVA COMPASS REALLY ENJOYED GETTING OFF OF MY STRESS AND FRUSTRATION. SENSE BBVA COMPASS HAD CONFESSED THE INFORMATION ON CREDIT FILES IS FALSE BY REPORTING THE INFORMATION THROUGH XXXX XXXX XXXX XXXX TO XXXX. IT IS TIME TO STOP FIGHTING WITH ME. THE NEGAITIVE ACCOUNT SHOULD HAD BE REMOVED ALONG TIME AGO.REPORTING FALSE INFORMATION IS A NO NO KNOWINGLY IT WAS FALSE. Ms. XXXX, according to your CFPB complaint, you allege that BBVA Compass ( the Bank ) continues to report your charged-off XXXX Credit Card Account ( # ... .XXXX ) after it was sold to XXXX XXXX XXXX. ( XX/XX/XXXX ) You allege that because the ( DEBT BUYER ) debt collection company was not registered with the Secretary of State of California, the debt collection company removed their account from your credit history with the credit reporting agencies ( THE COMPANY XXXX XXXX XXXX XXXX HAD REGISTER THERE ENTITY WITH SECRETARY OF STATE OF CALIFORNIA, FILE NUMBER XXXX ON XX/XX/XXXX AFTER I HAD FILED COMPLAINT S IN XX/XX/XXXX.. ON XX/XX/XXXX THE DEBT BUYER REMOVED THE UNSECURED ACCOUNT FROM FILES THE SAME DAY THAT SECURITY EXCHANGE COMMISSION FILED A LAWSUIT AGAINST THE COMPANY CASE # XXXX AND THE SAME DAY BBVA COMPASS CLOSED MY XXXX COMPLAINT. CASE # XXXX. BBVA COMPASS WAS AWARE OF THE REMOVAL AND THE LAWSUIT. ) Additionally, included with your ( CFPB ) complaint were copies of a number of your credit reports from the credit reporting agencies between XXXX and XX/XX/XXXX and you request the Bank to review the credit reports. ( BBVA COMPASS HAD THE CREDIT REPORTS ALREADY BEFORE THE COMPLAINT BY EMAILS, DISPUTES, COMPLAINTS IN THE PAST YEAR OF XXXX. ) It is your belief that the account was not accurately reported on your credit history with the credit reporting agencies ( BBVA COMPASS KNEW THE ACCOUNT WAS NOT ACCURATE ) and should have stopped being reported when the debt was sold ( XX/XX/XXXX, THE LAST MONTH TO REPORT ) to the debt collection company. Lastly, you stated that you did not personally apply online for the credit card account. ( BBVA COMPASS KNEW FROM THE BEGGING XXXX, THAT THERE BUSINESS PARTNER XXXX AND BY PHONE WHO DID THE CONSUMER APPLICATION. BBVA COMPASS ACTING LIKE THEY DID NOT KNOW ANYTHING ABOUT THAT. ) As a result, you claimed that the third party, XXXX XXXXl, ( XXXX ) submitted the application stating a. ( BUSINESS PROJECTION INCOME {$150000.00} IN THE PERSONAL ANNUAL INCOME ) false income You request the Bank to remove the account from your credit history with the credit reporting agencies. ( DO TO THE DECEPTION, MISUSED OF CREDIT REPORTS THROUGH THE METRO 2 FORMAT SOFTWARE. ) In an effort to address your concerns, we have reviewed your account. Bank records indicate that a ( UNSECUTRF ) ClearPoints Credit Card Account ( # ... XXXX ) was opened in your name on XX/XX/XXXX. ( ACCORDING TO XXXX AND XXXX STATES XX/XX/XXXX. ) According to your complaint, a third party ( BUSINESS PARTNER ), XXXX XXXX, ( XXXX ) submitted the ( CONSUMER CREDIT ) application stating a ( BUSINESS PROJECTION INCOME OF {$150000.00} ) false income. It is the Banks belief that we did not have a business relationship with a company by the name of XXXX XXXX. ( XXXX XXXX STATED YOU ARE IN THE NETWORK PARTNERS OF LENDING. THE BANK DOESNT WANT TO GET INTO TROUBLE WITH THE CFPB, FEDERAL THE BANK STATED THEY HAVE NO RELATIONSHIP WITH XXXX XXXX THEN BBVA COMPASS NEEDS TO FILE A LAWSUIT AGAINST XXXX XXXX. XXXX GOES ONLINE EVERY DAY APPLYING FOR UNSECURED CONSUMER CREDIT CARDS BASED ON BUSINESS PROJECTION INCOME FOR START UPS FOR THE CLIENTS TO GET A HIGH CREDIT AMOUNTS. THE BANKS GETS NEW CUSTOMERS BASED ON CREDIT AND OUTRAGE PERSONAL ANNUAL INCOME WITHOUT ANY PROOF OF THE INCOME IT IS COMMON SENSE TO USE BUSINESS PRACTICE TO REQUEST PROOF OF INCOME BEFORE APPROVING THE CONSUMER APPLICATION SPECIALLY ON A OUTRAGE INCOME. XXXX XXXX XXXX ALSO GOES BY XXXX XXXX XXXX BASED IN NEVADA XXXX XXXX PARTNERS OF LENDERS WITH BBVA COMPASS, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX XXXX AND XXXX XXXX IS ALL I KNOW. THESE BANKS ARE EASY TO RECEIVE UNSECURED CONSUMER CREDIT CARDS BASED ON CREDIT AND BUSINESS PROJECTION INCOME OUTRAGE PERSONAL INCOME FOR START UPS. I FELT THAT I WAS DECIEVED BY ALL PARTIES INVOLVED. XXXX XXXX STILL WORKING WITH THE LENDERS TO THIS DAY FILLING OUT ONLINE CONSUMER CREDIT APPLICATIONS WITH FALSE INFORMATION AT THE LENDERS WEBSITES..THERE ARE ALSO MANY OTHER COMPANIES LIKE XXXX XXXX WHO HAVE MANY OF THESE LENDERS IN THERE NETWORK OF PARTNERS IN LENDING. SO THESE BANKS HAS ALL THESE COMPANIES AT THERE WEBSITES FILLING OUT CONSUMER CREDIT APPLICATIONS. I WONDER HOW MANY ONLINE CONSUMER APPLICATIONS BBVA COMPASS RECEIVES IN A DAY WITH FALSE INCOME AND APPROVES THE CONSUMER APPLICATION? GOOD QUESTION!!!! ) ( BUSINESS PROJECTION INCOME IS A STATEMENT OUT LOOK OF THE BUSINESS PROJECTION THAT MAY NOT HAPPEN OR IT MAY. IT IS FOR BUSINESS AND NOT FOR PERSONAL. ) The Bank received an online ( CONSUMER CREDIT ) application ( DONE BY XXXX ) for a ( UNSECURED ) XXXX Credit Card and based on the information ( CREDIT AND BUSINESS PROJECTION INCOME OF {$150000.00} ). obtained during the application process, the application was approved ( BASED ON CREDIT AND INCOME WITHOUT PROOF OF INCOME. MY PERSONAL INCOME YEARLY {$10000.00} FROM SOCIAL SECURITY GOT PROOF. BBVA COMPASS KNEW IT ) In our previous responses to your ( CFPB ) complaint, we stated that your account was closed and charged-off on XX/XX/XXXX ; however, that date is incorrect. ( BBVA COMPASS REALLY DOES NOT KNOW WHEN THE ACCOUNT CLOSED AND CHARGE OFF ACCRUED. GETTING THE INFORMATION FROM MY CREDIT REPORTS ) ( XXXX XXXX REPORTS STATES XX/XX/XXXX CLOSED AND XXXX XX/XX/XXXX AND XXXX XX/XX/XXXX ) On XX/XX/XXXX, ( GETTING THE INFORMATION FROM THE COPIES OF CREDIT FILES AND NOT FROM THERE SYSTEM. ) your account was charged-off due to nonpayment in the amount of {$11000.00} ( CREDIT REPORTS STATES FALSE AMOUNT {$12000.00}. and forwarded to our Recovery Department for collection. Between XX/XX/XXXX and XX/XX/XXXX, ( BBVA COMPASS REALLY DOES NOT KNOW WHEN THE ACCOUNT WENT INTO CLOSE, CHARGE OFF, COLLECTION AND SOLD. IT SEEMS THAT THE BANK CAN NOT KEEP A FILE ACCURATE ON THE ACCOUNT IN THEIR SYSTEM. ) your account was forwarded to our collection agencies in an effort to collect on the balance owed. No payments were made to the balance owed. ( BBVA COMPASS HAD CHANCES TO CORRECT THE CREDIT REPORTS ALONG TIME AGO ) We sincerely apologize that you were provided an incorrect date. ( BBVA COMPASS IS NOT SORRY, ACTING TO BE CONCERN WHEN THE BANK DOSE NOT..BBVA COMPASS IS ONLY APOLOGIZING JUST TO MAKE THEMSELF LOOK GOOD IN THE EYES OF CFPB TO KEEP OUT OF TROUBLE AND MANIPULATING CFPB TO TURN YOU INTO FOOLS FOR BELIEVING THEM. THAT IS WHAT BANKS DO TO STAY OUT OF TROUBLE ) VERY UNPROFESSIONAL OF THE BANK.. ) On XX/XX/XXXX the Bank sold your account to XXXX XXXX XXXX XXXX XXXX ., ( BBVA COMPASS STATED BANK SOLD THE ACCOUNT ON XX/XX/XXXX IN THE PREVOUSE COMPLAINT AND STATED IN THIS COMPLAINT XX/XX/XXXX. ACTUALLY THE ACCOUNT WAS SOLD XXXX XXXX. ) According to your ( CFPB ) complaint, you stated that account information was not accurately reported to the credit reporting agencies ( BBVA COMPASS KNEW THE ACCOUNT WAS NOT ACCURATE ) and provided your credit reports with your current ( CFPB ) complaint. ( BBVA COMPASS HAD THE CREDIT REPORTS THAT I SENT THEM BY EMAILS AND THROUGH OTHER COMPLAINTS AND CREDIT DISPUTES.. BBVA COMPASS ACTS IT WAS THE FIRST TIME RECEIVING THE CREDIT REPORTS SUBMITTED THROUGH THE CURRENT CFPB COMPLAINT. ) During our investigation into your concerns, ( BBVA COMPASS SHOULD HAD INVESTIGATED THE ACCOUNT WHEN I HAD FILED DISPUTES ALONG TIME AGO. ) we reviewed your credit reports and noted that they showed some inconsistencies regarding how the account was reported to the credit reporting agencies. ( BBVA COMPASS BEHAVIOR AND MISUSE OF CREDIT REPORTS. BBVA COMPASS KNEW ACTUALLY WHAT THEY WHERE DOING. BBVA COMPASS HAD IGNORED TO INVESTIGATE THE ACCOUNT MANY TIMES AND HOW THE ACCOUNT WAS REPORTED THROUGH THE METRO 2 FORMAT SOFTWARE EVERY TIME I FILED A COMPLAINT. BBVA COMPASS RESPONSE WAS THE ACCOUNT IS REPORTED CORRECTLY WHEN BBVA COMPASS KNEW IT WAS FALSE. THE ONLY REASON WHY BBVA COMPASS IS CONFESSING NOW THAT THE ACCOUNT NOT BEING REPORTED CORRECTLY TO CRB OF THE MISUSE AND NOW THEY WANT TO CORRECT THE REPORTS. I HAD MENTION I WAS GOING TO FILE A LAWSUIT AGAINST THEM HERE RECENTLY BY EMAILS. I HAD SAID WE CAN SETTLE THE CASE OUT OF COURT OR WE CAN GO TO COURT. NO RESPONSE BACK. I HATE HEAD PLAYERS. NOW THEY ARE CONFESSING OF REPORTING FALSE INFORMATION TO THE CREDIT BUREAUS. REMOVE THE ACCOUNT FROM ALL CREDIT FILES. IT IS ONLY FAIR DO TO THE BEHAVIOR OF BBVA COMPASS. ) We sincerely apologize for those inconsistencies ( BEHAVIOR AND MISUSED ) and have submitted an update to correct them with the credit reporting agencies. ( BBVA COMPASS BEHAVIOR, MISUSED AND APOLOGIZE IS NOT ACCEPTABLE. BBVA COMPASS HAD THE KNOWLEDGE OF REPORTING FALSE INFORMATION TO CREDIT BUREAUS THROUGH THE METRO 2 FORMAT SOFTWARE. BBVA COMPASS LEAVE MY CREDIT FILES ALONE. YOU HAVE NO RIGHT TO REPORT AND OR UPDATE ANYTHING IN TO MY CREDIT FILES. YOU HAD MANY CHANCE TO CORRECT THE FALSE INFORMATION.. BBVA COMPASS HAD IGNORE TO INVESTIGATE THE ACCOUNT MANY TIMES. NOW ALL THE SUDDEN BBVA COMPASS WANT TO CORRECT THE REPORTS. VERY UNPROFESSIONAL BUSINESS PRACTICES. ) I HAD SENT AN EMAIL TO BBVA COMPASS ON XXXX XXXX TO STAY OUT OF MY CREDIT FILES NOT TO REPORT AND UPDATE ANYTHING. BBVA WENT BEHIND MY BACK TO CHANGE XXXX REPORT SEVERAL TIMES TO GET MY ATTENTION. REPORTS XXXX XXXX DATE OPEN XX/XX/XXXX, STATUS UPDATED XX/XX/XXXX, XX/XX/XXXX DATE OPEN XX/XX/XXXX, STATUS UPDATED XX/XX/XXXX, AND XX/XX/XXXX DATE OPEN XX/XX/XXXX, STATUS UPDATED XX/XX/XXXX. Upon further review of your credit reports, we were able to see the following information : Some of the credit reports showed that you were disputing information within the credit reports. In those cases, we would report that the account was in dispute and that dispute status could be listed for more than one month if you submitted multiple credit disputes to the credit reporting agencies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t should be noted that any disputes filed directly with the credit reporting agencies may not necessarily reach the Bank the same day that the disputes are filed with the credit reporting agencies. Accordingly, the Bank responded to the credit disputes indicated within the thirty ( 30 ) day time period specified by the Fair Credit Reporting Act When the Bank responded to the credit dispute, ( REPORTED CORRECTLY ) the date listed on the Date Reported field is updated. ( YOU CAN KEEP THE SAME REPORT DATE BY ADDING OR CHANGING INFORMATION WHICH BBVA COMPASS HAD DONE ) In some instances, a Not Reported ( NR ) status is listed for the account. This status shows that the Bank did not provide the credit reporting agencies with any ( NEW ) information on the account for the months after the charge off. ( REPORTING THE SAME FALSE INFORMATION THAT UPDATES THE REPORT DATE. YES BBVA COMPASS DID REPORT NEW INFORMATION TO THE CREDIT REPORTS. ALSO BBVA COMPASS REPORTED THE ACCOUNT ON FALSE REPORTED DATES AND REPORT THE ACCOUNT BY GOING BACKWARDS AND FORWARD. I KNOW WHAT ( NR ) MEANS. THERE ARE SOME REPORTS STATES ( OK ) MEANS THE ACCOUNT IS OK, ( DATA UNAVIALABLE ) MEANS INFORMATION NOT AVIALABLE, ( * ) MEANS PAYING AS AGREE, ( FP ) MEANS FAIL TO PAY AND THE ACCOUNT BEEN CLOSED THREE TIMES ON DIFFERENT DATES. BBVA COMPASS WAS REPORTING THE SAME INFORMATION AND NEW INFORMATION AFTER SOLD OF THE DEBT XX/XX/XXXX. I ALSO HAVE AFEW CREDIT REPORT THAT I OVER LOOKED AND INFORMATION. Although the Bank no longer owns your account, ( THEN YOU HAVE NO RIGHT TO REPORT THE SAME INFORMATION AND OR UPDATE ANYTHING. ) you had an account with the Bank and the account will be reported on your credit history ( ALONG WITH FALSE INFORMATION ) with the credit reporting agencies for a period of seven ( 7 ) years. The account will be removed from your credit history around XX/XX/XXXX. Your request to have the account removed from your credit history with the credit reporting agencies is respectfully denied. ( BBVA COMPASS DO YOU WANT TO GO TO COURT OR DOSE BBVA COMPASS WANT TO SETTLE OUT OF COURT?
Company Response: Closed with explanation

Timely Response

2019-02-06

Hinkley, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I continue to have a problem with mailing in deposits at a branch. I am sick-in-tried of this happening on several occasions. I called the customer service department and was told that the check came in at XXXX XXXX The branch did not post my deposit until XXXX XXXX. This seem to be a continuous action by this branch office. I have closed one account and plan to close my other account as soon as I pay off the overdraft credit line of {$500.00}.
Company Response: Closed with monetary relief

Timely Response

2019-02-05

Oakland, CA

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

2019-02-05

OK

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Late Fee for {$23.00} charged on XX/XX/2018 mailed statement. Paid the {$23.00} late fee XX/XX/2018 by electronic payment. XX/XX/2018 {$23.00} late fee payment applied to principal and finance charge. XX/XX/2018 mailed statement lists a {$23.00} curtailment credit amount. Fee billing for {$23.00} reoccurs in the following months statements for XX/XX/2018, XX/XX/2018, XX/XX/2018, and XX/XX/2018, added to the monthly payment due. Each month when I pay the amount due, the {$23.00} fee payment is listed as a curtailment credit on the statement the following month. I've called customer service numbers listed on the statements with no success. I've written, as requested on the monthly statements, requesting that the monthly statements be corrected, removing the fee that has been paid 5 times, and I asked how the curtailment credits for the fee amount are applied to my account. No action or response from the lender.
Company Response: Closed with explanation

Timely Response

2019-02-05

Walnut Creek, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2019-02-02

NM

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: Complaint Summary : BBVA Compass failed to disclose costs, disbursed funds from our account to the builder without our authorization and never reimbursed us or recovered the monies, and representatives of BBVA lied and misrepresented themselves in the loan process that has resulted in additional costs to us and a loss of funds from our account. We attempted to resolve this issue with BBVA on more than one occasion. After the initial loan was finally approved we filed a complaint with the BBVA complaint department. We provided a summary of the concerns and supported them with email communications. In an attempt to settle our concerns BBVA offered us {$300.00} and asked that we sign and resolution not to say anything against BBVA or take any further actions. Our concern was that the delay that was caused by BBVA could impact our final closing and the interest rates at the time of the transition to a mortgage. We were correct in our concern. After the transition to a mortgage from the construction loan we met with a different loan officer who said she would assist us in addressing our concerns. We provided her the information and emails communications. After two week I reached out to check the status. She said she had submitted the complaint and would follow up. Another two weeks have past and we have not heard from any BBVA representative. I also tried to contact the BBVA complaint department. After the initial conversation they have not responded or retuned my emails or calls. Below is a summary of the events that took place from the initial construction loan that began in XX/XX/XXXX through the final closing activities for the modification of the loan to a mortgage that occurred in XX/XX/XXXX. Each of the items below is supported by documentation and / or email communications. Copies can be provided upon request. Many of the emails were provided to BBVA during the initial complaint we filed with the BBVA complaint department. Initial Construction Loan 1. We were told that our mortgage would be closed in 30 to 45 days. The actual process was over 70 days. At one point XXXX ( Complaint Department ( XXXX ) admitted that the packet laid for several weeks without any actions. XXXX failed to meet their commitment or openly lied to us to get our business. These actions had financial impact to us in the way of rent, storage, loan fees and interest on the loan. 2. Our Loan Officer misrepresented himself and lied to us during the process. He stated he was hired to fix BBVA Compass problems with the Mortgage programs. This made us believe we were dealing with a representative that had a higher level of influence in the program and that our issues would be promptly resolved. ( We were told by the BBVA Compass Compliant Department ( XXXX ) that this was not true ). In the early part of the process when we started having problems and concerns, if we had know this was not true we would have changed mortgage companies. Our Loan Officer also told us he was having meetings with the CEO of BBVA to put muscle behind our loan application. ( We were told by the BBVA Complaint Department ( XXXX ) that this was not true ) He continued to lead us on with lies and misrepresentations. These delays cost us money in increased interest rates. 3. BBVA Compass bank told us in the initial disclosure of fees that we would not have to pay a document prep fee. Our loan officer repeatedly confirmed this in several emails that we would not be required to pay this fee. Once we made him aware that it was in the final closing documents he mentioned that he was trying to get us a credit to cover this cost but in an email sent on the XX/XX/XXXX he was not sure he had time to get it in. At closing we were charged a document prep fee. We were lied to and had to pay a fee that our loan officer said in writing that we did not have to pay. ( {$220.00} ) 4. Our initial closing was on a Monday morning at XXXX. We received the final numbers late in the evening on a Friday before the closing. We believe this is an unreasonable amount of time and hardly allows for an attorney review. 5. We filed an initial complaint with XXXX. They wanted to give us XXXX and asked us to sign a document stating we would not say anything bad against XXXX. At this time we could not fully understand the full impacts of BBVAs impacts to us and elected to re-visit this when we did our final closing and modification to the mortgage from a construction loan. Modification to the Mortgage from the Construction Loan 1. We initiated discussions about the final close and activities associated financial issues beginning in XX/XX/XXXX. Initially we had email communications with our Loan Officer. As time went on. Communications to us became very limited. At one point in the process ( 2 days before we were to close ) we practically had to beg someone to respond so we could understand what was required of us to close. We left several messages for our Loan Officer to call back and my wife even reached out to the XXXX in desperation for someone to call us back so we could meet the close date to not incur additional fees. We believe the lack of communications and response is retaliation against us because we filed a complaint about the initial loan process. 2. In XX/XX/XXXX our Loan Officer mentioned that he needed a two-week cushion to do the close after receiving the clearance that the final draw was made. ( Keep in mind we started these discussions in XXXX ) He also stated that he would alert the post loan-closing department. It took almost a month after that to close. This delay on the part of BBVA Compass cost us additional moneys in closing costs and lock extensions. In our opinion these were unnecessary and retaliatory. The cost of extending the lock was never disclosed until days before the final closing papers were received and the closing was to occur. The post-closing department was notified 45 days prior to the lock expiring and could not complete the task that our loan officer said would take two weeks. 3. Our Loan Officer was making decisions on interest rates and fees without discussions and disclosures. It wasnt until we received final closure documents that we realized this. I requested to have a phone discussion with the loan officer and the regional VP. We never received a call or an email about my request. We believe this was retaliation for our complaint. BBVA Compass put us in a position where if we did not accept the numbers they provided we would lose our lock and have to pay construction loan interest. This was clearly retaliation on the part of our Loan Officer and BBVA Compass and placed financial impacts on us. 4. During the final draw, the bank dispersed additional funds from our account to the builder that was not authorized by us in the final draw paperwork we signed. When we brought this to her attention, she said she was sorry she over looked that and we would have to get the money from the builder. When I told her that it should not be our responsibility to recover the funds, she stated she called the builder and he would pay us. To date we have not received the funds. This should have reduced the amount of the loan thus resulting in less interest during the life of the loan. Now we are out the money and have to pay the additional interest. More financial impacts. What is it called when someone takes money from your account and does not pay it back? In the state of New Mexico it is considered a fourth degree felony if the value of the misappropriated property is at least {$500.00} but less than {$2500.00}. We should have been given the opportunity to roll those funds against our loan. XXXX owes us the unauthorized funds they paid to the builder. To date XXXX has not credited our loan or refunded the monies since the date of closing. 5. When we received the final papers for the close, we had concerns about the out of state notary forms. We share this concern but were told just have them line through the state and write the correct one in. We took the papers to the XXXX Branch identified by BBVA and ask them to notarize. They were unable to notarize the forms due to them being out of state. We turned them over to compass on the date they were due. 6. I had to follow up with phone calls to both the branch office and to the post-closing department to determine if the loan was in fact closed. We never had a formal closing. In an email response, I was told that it had arrived and should get delivered in the next day. Never did receive any confirmation. 7. We then received a past due notice from BBVA Compass concerning the interest on the construction loan and some additional fees. We took this to the local BBVA Branch office to inquire as to what it was and to try to obtain information about our monthly mortgage payment. We were told to disregard the notice of interest and fees, that we should not have received it. We had to request an amortization schedule through the local branch so we knew what our payments were and when they were due. The information they had did not match the amount in the final closing documents. The amortization schedule does not match the payment amount we were told to pay and the dates are incorrect. 8. Most recently we went to a compass branch office to make our first payment because we had not heard from BBVA about our payments. At this time we met with another loan officer who told us she would assist us in getting this resolved. We provided this information as well as email attachments to support our concerns. At the time of this complaint she responded once saying she was working on it. We have not had any contact to resolve or discuss any of our concerns. I also contacted the complaint department to see if we could continue our compliant or if we had to initiate a new complaint. They have not responded.
Company Response: Closed with explanation

Timely Response

2019-02-01

San Gabriel, CA

Incorrect information on your report

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

Account status incorrect
Complaint: According to my credit report, BBVA reported me ( 1 ) 30-days late for the month of XX/XX/XXXX. It was not intentional and I had made the payment within the appropriate time. They claim I entered the wrong account number ( they told me they have no proof ) on their web site when I made my payment ( about 20 days late, but certainly not 30 ). There was nothing I could have done to change the circumstances of that payment being negated as I was not notified it did not go through until after it was 30 days late. I had plenty of money in the bank, so no reason to believe it would not go through. They denied me on my first request, but I asked them to reconsider as the mistake may have even been their fault. They said that they can't grant my request because under the Fair Credit Reporting Act they are obligated to report account history accurately. While it is true that creditors are required to report whatever they report in an accurate manner, there has to be a way to correct this if it were a mistake on their part or even a circumstance that might warrant an exception based on other positive circumstances. This would be completely at their discretion and not a violation of the FCRA. My very serious problem is since they reported me 30 days late, my credit scores have tumbled over 120 points. I did have a BK about 5 1/2 years ago and can not afford even one 30 day late on my credit report. To this point, I have been very diligent in keeping my credit spotless and understand how important this is. You will note that I have not had one 30 day late since this unfortunate event in XXXX and am about to lose all credibility because of this reported late payment. I am submitting some additional facts regarding my pay record that show how much I paid on all my credit cards during that period and ironically, I even began paying down some balances which I believed would help me increase my credit scores. I have not had a 30 day late with BBVA in the past and you can see from my credit report, neither have I had one with any other creditor. I did make a payment in XXXX, but they show it as " failed ''. I was not notified of this until it was too late to do anything about it. The payment was made on the XXXX, reported by you on the XXXX, but I was not notified until after I was over the 30 day late, otherwise, I would have corrected immediately. As a matter of fact, I spoke with one of their phone reps two days before I received the 30 day late notice ( about a week after I was 30 days late ) and they never mentioned this situation.. I am showing documentation of my other credit card payments during this period and they total {$3700.00} which includes {$2700.00} balance reduction of my XXXX card and my XXXX credit card. I certainly would have paid the {$100.00} to BBVA before I paid down these balances if I was aware I was going to be 30 days late.. Why would I not pay the BBVA {$100.00} minimum payment when I knew that would be devastating. to my credit score? I had every intent and actually did make a payment to you, but the 30 day late occured because they said I entered an account number of my bank incorrectly. I have never had this problem with any other credit card company-ever and I am XXXX years old.. When I was speaking to their rep ( I believe it was on the XXXX ) I was looking at their app and the account number showing for XXXX was the correct one, However, their are two places the account number is posted within their website. The one I could see was the correct account number, but the rep stated that the one they use is on the left side ( identified as the " source '' ), which I could not see. I don't know how you had the right number in one place, but an incorrect one on the other? I only entered one number and don't understand how it could it be correct in one place and not the other. ( I have to make clear that the bank can not provide proof that I made that mistake and I can not prove they are wrong ). Bottom line is in light of my past record, I humbly requested they give me the benefit of the doubt. I wouldn't ask if it wasn't so important. Without their assistance, all the hard work I have put into rebuilding my credit is negated by this one payment reported 30 days late. I have no other late pays on any of my accounts across my three credit reports.since XXXX. Since this 30 day late is not a reflection of my current creditworthiness, I asked that they give me a second chance by deleting this late payment vis-a-vis removing this late payment on this account to the credit reporting agencies for the month of XX/XX/XXXX, which is fully permitted by the FCRA and not a violation of it. I am sure there is some procedure they could take when there are extenuating circumstances like this. I suggested that they put me on auto payments or have me payi down my balance to assure them I am acting in good faith. they keep going back to the excuse they would be violating FCRA and could not make an exception. If you would like to discuss this further or need more information, please let me know. I do have records to prove I made the above-stated payments during this period, which pretty much proves I had no idea I was 30 days late. I have attached : 1 ) Proof of all the payments I made during that period totaling almost {$3000.00} ( with {$2700.00} in reduced principal of other credit cards ) which proves I certainly would have no reason to pay their {$100.00} minimum. By the way, I immediately brought the account current as soon as I found out. 2 ) Continuation of payment proof 3 ) BBVA statement for that month 4 ) My past payment history for BBVA 5 ) The bank statement from the bank I made the payment from If you can help me, I would appreciate it. I believe I have acted responsibly with my bills since my XXXX problem and 30 day late is not reflective of what my history shows. Since this has happened 3 of my credit cards have drastically reduced my credit lines and this has also effected my credit scores which have declined from about 685 to XXXX, so it is now down about 120 points ( how is that possible )?
Company Response: Closed with non-monetary relief

Timely Response

2019-02-01

Cordova, TN

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: In XX/XX/2018, i received a promotional mailer from BBVA offering me a {$50.00} bonus for making 3 bill pay transactions by XX/XX/2018. The offer states that the {$50.00} bonus will be deposited to the checking account WITHIN 90 days of meeting the requirement. So I completed the bill pay requirements by XX/XX/2018. On XX/XX/2018 when i didn't receive the bonus I sent them an inquiry through their online secured meassage center asking for the status update. They replied stating i should wait till early XX/XX/XXXX when 90day has passed from XX/XX/XXXX, and that if i still don't receive then contact them back. So on XX/XX/XXXX of this year when i still didn't receive the bonus i secure messaged them back again, and this time they replied with apology and told me to call their customer service number to escalate the issue. I called their customer service number, after 45 minutes of waiting for a live person i finally got to a live person, but she was rude and unprofessional. She disconnected the phone before i finish my sentence. So i had to go back to their online secured message center again for help. But no responses to my message. Meanwhile, the {$50.00} that they promised still has not posted to my account.
Company Response: Closed with monetary relief

Timely Response

2019-02-01

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX, two days prior to closing, I was informed that I was over the income limit for BBVA Compass ' Home Ownership Made Easier mortgage, and that the child support that I receive had been factored into my income. I was officially informed that my loan was denied on XX/XX/XXXX. At the beginning of the application process, my loan originator completed the loan application on my behalf, entering information based on questions she asked me via telephone. The initial disclosures and Uniform Residential Loan Application that I received electronically for e-signature only referenced my income from employment. That application did not and should not have included child support in the other income section, as I was never asked if I wanted to include it as income. Child support became a factor when my loan originator emailed me on XX/XX/XXXX asking for my Divorce Decree and subsequently, emailed me asking " Do you have the paperwork for the child support income? The divorce decree or court order for the child support? ". I replied providing documentation for both, not knowing that by supplying these requested documents, BBVA Compass would themselves decide to include the child support as income without asking me if I wanted to do so! To date, I have spent over {$2000.00} related to this transaction. Some of those losses ( especially BBVA Compass ' fees of {$500.00} for an appraisal ) could have been avoided had BBVA Compass either not taken the liberty to include my child support as income without my consent or verifying my income-related documents to assess my eligibility much earlier in this process.
Company Response: Closed with monetary relief

Timely Response

2019-02-01

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2019-02-01

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: This is a formal complaint against BBVA Compass. I explained to BBVA Compass that I was a victim of fraud and the late payments that they continued to report on my credit report was not accurate and is a direct result from this fraud. BBVA has violated the FDCPA and the FCRA of reporting, they never contacted the credit bureau about this matter but yet continued to report this miss leading information. I explained to BBVA Compass the entire situation that when I purchase my XXXX XXXX from XXXX XXXX XXXX XXXX XXXX I signed a contract which we had agreed I was giving my XXXX XXXX as a trade in. The dealer was going to take care of paying off the truck. I express to them that the payment was already due in a few days. They said to give a larger cash down payment and they will take care of paying off the truck. I received a call from the bank that my truck was financed through ( BBVA ) telling me about a missed payment. I started calling the dealer, the salesman that helped me and the finance manager were no longer working there. The receptionist that helped me said the dealership was under new management. This is only a few days after I called almost everyday trying to get a solution. I spoke to the new supervisor and he said he had no idea what happen to all the new contracts or actual truck. Time was passing by and the bank was calling me everyday and my credit was being ruined. My father and I went up to the dealership and was about to call the police and file a report about the truck I traded in being stolen since no one had any idea what happen to the contract or were the truck was located. After days and hours of trying to get this matter resolved the a new financial assistant got in contact with the proper people and a view weeks later the bank sent me a letter stating that the check was sent and the truck was paid off. But now my credit is showing missed payments that was not my fault. I have all the paper work and contracts I signed with XXXX XXXX that proves that they agreed to pay off the loan that same day. I will be glade to send BBVA this information as well.
Company Response: Closed with explanation

Timely Response

2019-01-30

TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: I did not authorize this {$2900.00} debt with this institution. I have filed and submitted documentation to the company at least 20 times, I knew nothing of the debt until it was charged off and I began to receive collection calls from the company. I notified each and every agent that called, that this account is not mine. I have been a victim of Identity theft for almost 10 years. Over the past 10 years people have gone as far as getting cars, apartments, credit cards, bank accounts and utility services in my name. I have filed many police reports and done FTC Affidavits, many of the reports were filed with the city and county in which the fraudulent accounts were opened.
Company Response: Closed with explanation

Timely Response

2019-01-30

Sewalls Point, FL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2019-01-30

Alameda, NM

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-30

Old Round Rock, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-01-29

Houston, TX

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble getting a working replacement card
Company Response: Closed with explanation

Timely Response

2019-01-29

San Jacinto, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: My account was closed in XXXX of XXXX with BBVA due to nsf fees. I recently got an online loan from a company I have previously used with this account as well. I thought I had changed my acct and routing number from bbva to XXXX. They took my loan and covered the nsf fees even though my account was closed. They took the loan on XX/XX/XXXX. I am now expected to cover the amount of this loan and the finance charge due to this bank forcing me to pay a debt. They wont even let me pick my money up from the branch nearest me
Company Response: Closed with explanation

Timely Response

2019-01-29

Struggling to pay your loan

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

Company Response: Closed with explanation

Timely Response

2019-01-29

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

2019-01-29

FL

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: Back in XX/XX/XXXX, there were two charges to my credit card. One for {$770.00} and the other for {$410.00}. As soon as I saw the charges from XXXX, I contacted BBVA and a dispute was open. I was advised this is clearly fraud as Ive not been charging anything to the card. I was told to wait until XX/XX/XXXX as they have 90 days going back to XXXX to resolve it. Its now XX/XX/XXXX and the charges have not been removed. I have a Dispute ticket number, if needed. This is unacceptable. I work for a major company and fraud cases are resolved within days.
Company Response: Closed with monetary relief

Timely Response