BBVA FINANCIAL CORPORATION

2019-01-17

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: XXXX, XXXX, XXXX XXXX and compass bank have failed to do anything sent police report and hacking reports
Company Response: Closed with explanation

Timely Response

2019-01-17

Miami, FL

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2019-01-16

Royal Palm Beach, 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
Company Response: Closed with explanation

Timely Response

2019-01-16

Rossville, GA

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with monetary relief

Timely Response

2019-01-15

Addicks Barker, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2019-01-15

Clifton, PA

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2019-01-14

Jupiter, 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: On or about XX/XX/2018 I lost my wallet with all my credit cards i have contacted all my credit cards to cancel them but some of them had fraudulent charges already all but one has given me temporary credit and told me not to worry about making payments on a disputed amount until the investigation is complete in which normally no payment would be due since it was fraud. BBVA compass told me to make payments till they resolve the claim which they say will take 90 to 180 days because they are under staffed. Why should I be paying on a disputed amount if I didn't make the charges. They also sent a report to the credit bureau that I have a balance on my card and a payment is due this lowers my credit score this company does not protect the consumer in any which way. They shouldn't be in business if they don't have the staff to work on behalf of their clients.
Company Response: Closed with explanation

Timely Response

2019-01-14

Santa Ysabel, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I opened a checking account that had an online promotional bonus of {$100.00} if I met the following 2 requirements : 1 ) Minimum {$25.00} deposit ( completed XX/XX/XXXX ) 2 ) Pay a utility bill of at least {$25.00} ( XXXX & XXXX XXXX paid XX/XX/XXXX ) Customer service representative XXXX XXXX messaged me XX/XX/XXXX through the BBVA account that I would receive the {$100.00} account bonus within 90 days from XX/XX/XXXX. This has not happened. On XX/XX/XXXX, customer service representative XXXX sent me a message through the BBVA account that I had opened the account in a branch location, not online, so I'm not eligible for the promotional bonus. This is utterly false ; I've never even been in a BBVA branch office.
Company Response: Closed with explanation

Timely Response

2019-01-11

Plano, TX

Getting the loan

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

Company Response: Closed with explanation

Timely Response

2019-01-10

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage company BBVA made an unauthorized payment from my escrow account of {$1200.00}. They stated this was payment for XXXX XXXX XXXX charge however we do not use city of XXXX XXXX. We use a private sanitation service. Although we have called them previously to apprise them of this fact ( Ref # XXXX ), and they assured us they would not make this payment, they ultimately disbursed this money on XX/XX/2018. There is no bill supporting this charge and despite repeated calls there has been no action on the part of BBVA. Most importantly, no sanitation bill exists from City of XXXX for this amount ( or any amount since we do not use city sanitation ).
Company Response: Closed with explanation

Timely Response

2019-01-10

Philatelic Center, CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: On XX/XX/XXXX, I mailed my monthly payment of {$280.00} for my auto loan. When I called the bank to check the statues on my account in XXXX, the told me, they have received my payment for XXXX, and my next payment was due in XX/XX/XXXX. After I mailed my XXXX payment on XX/XX/XXXX, they told me they did not receive a payment for XX/XX/XXXX. Now they want me to pay an extra {$280.00} for the month of XXXX. The name of the bank is called BBVA Compass bank.
Company Response: Closed with explanation

Timely Response

2019-01-09

Bedford, TX

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I signed up for an account in XXXX with bbva. When I opened the account I called to make sure the bonus would be sent and agent verified I would have it by the end of XXXX .I have called several times to inqore why I havent seen the promised sign up bonus. All requirements have been met. Secured emails have gone unanswered and no bonus has posted
Company Response: Closed with monetary relief

Timely Response

2019-01-09

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-09

Irving, 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

2019-01-09

Grover Hill, OH

Managing an account

Checking or savings account: Savings account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-01-08

Lewisville, TX

Charged fees or interest you didn't expect

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

Complaint: The bank approved a very obvious fraudulent personal loan for {$35000.00}. They did not verify the address. The address they have on file is a fake address.
Company Response: Closed with explanation

Timely Response

2019-01-08

Lewisville, 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
Complaint: On the day of XX/XX/2018 I noticed that my account had been hacked or something it was over drawn {$840.00} Im sitting in my living room with my son and my boyfriend watching tv I looked in my wallet to see if I lost my card no its in my possession ( still is ). So I called Bbva Compass Bank started the process and they told me the account was then blocked but at XXXX XXXX XXXXt it went from XXXX to XXXX another charge on my card had been used again Im still home. The next day XXXX XXXX was supposed to be a happy day for me and my family Im stressing out because with the fees and all my account went from XXXX $ to XXXX I kept calling every single day I have my dispute number ( XXXX ) I specifically told them about nine gas stations and the man at this time said he updated it so that the investigators would see my update on. Again like all banks they say you will see a credit in 10 business days and today is the tenth day I was promised a credit my account is not even handled I didnt receive anything no emails no letters no nothing I have to pay rent daycare etc Ive been putting things off due to this inconvenience to me and my family Ive loss sleep cant eat because of this termoil that this bank has caused me. I just want what is rightfully owed to me so that me and my family can move forward. I will not be banking with them anymore due to this and due to them not be truthful with me from jump Im only XXXX with a XXXX year old boy Im raising him by myself I pay rent by myself I pay for everything on my own I thank XXXX for my boyfriend mom and dad for helping me but this has to end now.
Company Response: Closed with explanation

Timely Response

2019-01-08

Rncho Domingz, CA

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

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

Their investigation did not fix an error on your report
Complaint: I am a 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 jail at XXXX County, for other fraud charges. He opened a corporation XXXX XXXX XXXX XXXX under my name in which I did not give consent. The accounts opened were : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX : Loan BBVA Compass : Credit Card XXXX XXXX : Auto Loan XXXX XXXX XXXX : Credit Card XXXX XXXX : Business Credit Card I do not know if there are other accounts opened under my name. I have checked my credit and has dropped significantly under 500 because delinquent accounts. I have several hard inquiries in which I did not give consent or had no knowledge. My wife, my sister 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

2019-01-08

Mabank, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/18 a check for {$400.00} cleared my checking acct that was written for my credit card payment. The payment was never posted to my credit card and never refunded to my checking account. Ive called my bank 3 times and visited 2 different branches in person and have yet to get resolution.
Company Response: Closed with explanation

Timely Response

2019-01-05

Phoenix, AZ

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

2019-01-05

Worcester, MA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: My account with BBVA had 4 overdraft fees due to 4 payments return from the same company ( XXXX XXXX ). That was okay, because it was poor planning on my part. Once I saw the mistake, I quickly made deposits to cover the 4 payments and the overdraft fees, because I knew the XXXX XXXX would try to withdraw funds from my account again. I quickly made the deposit, and to my surprise, 2 days later I had 6 additional overdraft fees on my account. BBVA bank used deceptive practices to charge me multiple fees. I had sufficient funds on my account, since I made deposits on XX/XX/2019. BBVA charged me the 6 additional fees and return the payments once again to XXXX XXXX. I called the creditor and the creditor told me that they try to withdraw the amounts on XX/XX/2019. I tried to explain to the bank that on XX/XX/2019 I had the available funds on my account to no avail, they did not returned me any of the fees. I was upset that I closed my account with BBVA, and told them to my the remaining balance, but guess what? they do not have a option to mail you the balance of the account, so I had to " DONATE '' the remaining balance to the bank. My only option would be for them to mail the balance, since they do not have a physical branch in Massachusetts.
Company Response: Closed with monetary relief

Timely Response

2019-01-04

Fry, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-01-04

Knoxville, TN

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I tried to push money from another bank to the BBVA bank for a new account. instead, it pulled. Tried to contact via secure message but didn't hear anything back after 3 business days. phone calls are hard because of a XXXX so secure message is the best way to talk and they refuse to answer the message
Company Response: Closed with monetary relief

Timely Response

2019-01-04

Conway, AR

Written notification about debt

Debt collection: Auto debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2019-01-04

AZ

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Complaint: BBVA Compass stole $XXXX dollars as a maintenance fee on their free savings account. In doing so, they also stole the $XXXX bonus that I was meeting the requirements for on the same account.I requested BBVA Compass' assistance to help fix this problem, but they haven't even bothered to respond to me online, and they keep hanging up on me when I called in the last three times.
Company Response: Closed with explanation

Timely Response