BBVA FINANCIAL CORPORATION

2019-01-29

Sewalls Point, FL

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-01-28

Montgomery, AL

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2019-01-28

Caradan, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-01-28

Barrington, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-28

Las Vegas, NV

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2019-01-25

Madison, AL

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-01-25

Hatfield, PA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2019-01-23

San Jose, CA

Trouble using your card

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

Can't use card to make purchases
Complaint: I have received a Visa credit card from BBVA Compass bank and for every purchase, the account gets flagged for fraud, making it a huge inconvenience to try and get through to their fraud monitoring to unlock the account to verify that I had in fact made these purchases. On top of that, now, when I call in, I feel like my privacy has been violated. I am not calling to report fraud on the account. Instead of confirming that I had been the person making the purchases, BBVA is asking for very specific details about the transactions -- what I purchased at the retailers -- which I feel is a gross violation of my privacy.
Company Response: Closed with explanation

Timely Response

2019-01-23

Patterson, MD

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I have a dispute with an account with Compass Bank with a merchant who refused to cancel a transaction and shipped the item ignoring my cancelation request. Today I received an email I believe violates my rights to service with the company for services I am entitled to as an account holder. Compass Bank states that because of disputes all of which are valid I run the risk of account closure which makes no sense. I have never read of being threatened with account closure for services included as an account holder. The merchant taunted me throughout our communications and the package had been refused and forwarded back to the senders. Order time & date : XXXX XX/XX/2018 Amount of {$46.00} The transaction was unauthorized when I initiated the cancelation!
Company Response: Closed with explanation

Timely Response

2019-01-22

Pittsburg, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I bank with BBVA Compass and have been with them since they bought out my previous bank XXXX. In total, I have been with them for 14years. BBVA Compass charged me two overdraft fees on two seperate occasions on pending debit transations that were not cleared leaving my account balance in the positive. The current charge I am refering about happend on XX/XX/XXXX. My paycheck was electronically deposited into my account the next day before the pending charges cleared keeping my balance in the positive and I was charged a NSF charge on XX/XX/XXXX after my check was in my account. The last balance my account shows prior to my check being deposited was a positive balance of {$53.00} When I reached out to BBVA compass questioning the {$38.00} NSF charge via their banking app, I did not get a response from them for about a week and half. In the intrem, pending their response, I called the local branch where I was refunded the {$38.00} on XX/XX/XXXX. I finally received and email stating I had received a respone to my message. The message did come through on XX/XX/XXXX and it stated that the charge was vaild and I would not be refunded the {$38.00} NSF charge. I responded questioning how could they charge me a NSF charge when my account balance never went negative but that I had worked it out with my local branch and the money was refunded. On XX/XX/XXXX I get a response via the banking app stating " We understand that your account was reflecting a sufficient balance at the time the debit was drafted from the account. However, when the debit posted to your account, there was a pending balance. The amount that was pending was a total of {$67.00} on XX/XX/XXXX, for your account ending in XXXX. as a result the available balance was not suffiient enough to cover the following debit : 1. # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Due to this, the charge is valid. However, we have extended to you a courtesy refund in the amount of {$38.00} as of XX/XX/XXXX. '' I responded with I had a pending incoming ACH deposit ( my paycheck ) for {$1300.00} that my company sent out on XX/XX/XXXX and was pending until it cleared on XX/XX/XXXX ( before the NSF charge was received ). Which is why I beleive I was refunded the NSF charge as a " courtesy. '' I then received a message on XX/XX/XXXX stating my complaint has be submitted to an Escalation Specialists that would contact me withing 24-48hrs. I did receive a call and was unable to answer due to work, and due to XXXX holiday I havent been able to return their call until today XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-01-22

Westerville, OH

Unable to get your credit report or credit score

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

Other problem getting your report or credit score
Complaint: On XX/XX/19 I mailed a request, of the disclosure of the nature of the information used to turn down my request for a credit card from BBVA Compass. I have yet to receive a written response as of XX/XX/19.
Company Response: Closed with explanation

Timely Response

2019-01-22

Gravleeton, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-22

Redmond, WA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-01-22

Royal Palm Beach, FL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation

Timely Response

2019-01-22

Denison, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2019-01-21

Wonder Lake, IL

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: On XX/XX/2018, I was notified by BBVA Compass Bank via e-mail of a Fraud Alert concerning a transaction in the amount of {$420.00} attempted by XXXX XXXX XXXX XXXX XXXX. I called them immediately to let them know it was indeed a fraudulent transaction which prompted them to remove the account and send me a new Visa credit card. I was told an investigation would be opened that day ( XX/XX/2018 ) and I'd be notified via US Mail of the outcome. It's been more than three months and the issue still has not been resolved. The fraudulent charge keeps showing up on every new statement ( along with the interest ) and every time I call for an update I'm told the investigation is still in progress. I've called the Fraud Department number directly ( XXXX ) but after being on hold for more than 50 minutes each time, I just hang up. The incident # is XXXX. Per your website, BBVA Compass is REQUIRED to resolve these types of disputes within 90 days and they have failed to do so. Any assistance you can provide would be greatly appreciated.
Company Response: Closed with monetary relief

Timely Response

2019-01-21

Barrington, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-21

Chicago, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-01-19

Rncho Domingz, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am victim of identity theft and fraud. There were several personal and business ; credit cards and loans applied on my behalf from an businessman who said he was helping me find a house for purchase. Suspect name XXXX XXXX, he is in XXXX at XXXX County, for other XXXX charges. He opened a corporation under my name in which I did not give consent. The accounts opened were : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ( loan & credit card ), BBVA Compass ( loan & credit card ), XXXX XXXX, XXXX XXXX, XXXX, and I don't know if there are other accounts opened under my name. I have checked my credit report and has dropped significantly to 500s because of the delinquent accounts. I have several hard inquiries in which I did not give consent or had no knowledge. My husband, my son, and other family members are victims of XXXX XXXX identity theft and fraud. I do not speak English, only XXXX. My son is assisting me with translation.
Company Response: Closed with explanation

Timely Response

2019-01-19

FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I love the fact that Big Banks and even smaller banks have to answer to CFPB about the various complaints that your everyday consumer has to contend to. With close to {$1200.00} in my account BBVA Compass Bank made a choice to freeze my account and after waiting for someone in their Corporate Investigations department I am requesting that my money be mailed and all fees adjusted and a cashiers check be mailed to me as agreed by XXXX. The reason for this complaint is this, Is it ok for a bank to retaliate against a customer that filed a complaint against them for not being in compliance with REG E. Many people that have been victims of Identity Theft ( Such as myself ) are being denied permanent credit for charges I did not make or authorize! I understand this is a smaller bank but they are operating in the US but there are many complaints that BBVA has been in violation of Reg E : Congress passed the Electronic Fund Transfer Act ( EFTA ) in 1978 to protect consumers engaging in electronic fund transfers ( EFTs ). The law provides the legal framework for the rights, liabilities, and responsibilities of participants in EFT systems that consumers use such as automated teller machines ( ATMs ), debit point-of-sale terminals in retail stores, and automated clearing house ( ACH ) transactions such as electronic payment of a creditors bill from a consumers checking account. Regulation E implements the EFTAs requirements. Among its provisions, Regulation E specifies procedures that institutions ( including BBVA Compass ) must follow for investigating and resolving errors alleged by consumers for EFTs, such as an unauthorized ATM withdrawal. The regulation also specifies the extent to which a consumer can be held liable for unauthorized EFTs. To facilitate compliance, this article reviews the regulations error resolution and consumer liability provisions. ERROR RESOLUTION PROCEDURES : 12 C.F.R. 1005.11 Section 1005.11 sets forth the procedures financial institutions must follow after receiving notice from a consumer of an error for an EFT. Before discussing these procedures, it is helpful to identify issues that are deemed errors. Under 1005.11 ( a ), the term error includes : An unauthorized EFT or Debit Transaction.
Company Response: Closed with explanation

Timely Response

2019-01-19

Houston, TX

Problem with a credit reporting company's investigation into an existing problem

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

Investigation took more than 30 days
Complaint: sent police report ftc violation and hacking bbva compass, XXXX or XXXX XXXX fail to look into the ftc violation
Company Response: Closed with explanation

Timely Response

2019-01-18

Arvada, CO

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-01-18

Arvada, CO

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-01-18

Lufkin, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-01-17

MN

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX I applied for a BBVA checking and savings account using a promotional offer to receive a {$200.00} and {$50.00} bonus respectively. I have completed the requirements of the offer. When I asked BBVA when I would be paid, they said that I wasn't eligible because I had a checking account open in the last 12 months. Fortunately I keep my own records and know this is incorrect. I closed my last BBVA checking account on XX/XX/XXXX. As anyone can see, it has been more than 12 months and thus I am eligible under the terms.
Company Response: Closed with explanation

Timely Response