BBVA FINANCIAL CORPORATION

2019-01-04

Rncho Domingz, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-03

Chandler, AZ

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with monetary relief

Timely Response

2019-01-02

Columbus, OH

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-01-02

Clearwater, FL

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-01-02

Jupiter, FL

Getting a credit card

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

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

Timely Response

2018-12-31

Kyle, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with monetary relief

Timely Response

2018-12-31

Orange, NJ

Charged fees or interest you didn't expect

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

Company Response: Closed with explanation

Timely Response

2018-12-30

CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I responded to a brochure describing a checking account that once opened would give you a {$200.00} bonus once you initiated direct deposit of social security benefits if received within 60 days after opening. I opened one XX/XX/XXXX and that same day redirected my soc sec direct deposit from XXXX XXXX to this bank BBVA Compass. However it will not occur until XX/XX/XXXX missing the 60 day cutoff due to soc sec inability to do things fast enough. I tried to get an answer from BBVA about whether I could still get the bonus considering these circumstances but they will not commit to it.
Company Response: Closed with explanation

Timely Response

2018-12-30

Fort Worth, TX

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Complaint: Government benefits were taken and deposited into a bank account using my hiding government benefits and/or spouse benefits. Also using my Social Security number last digits to take advantage of my trust under a unknown minor. Deceptive trade practices, fraud alert, and Capital Offense making a financial gain on unauthorized asset management. The system is flawed an oversight. I have the right to seek damages from BBVA Compass CA
Company Response: Closed with explanation

Timely Response

2018-12-28

Rncho Domingz, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Thursday XX/XX/2018 Atm deposit of XXXX dollars Atm took the money but never gave the credit.
Company Response: Closed with explanation

Timely Response

2018-12-27

OK

Incorrect information on your report

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

Account status incorrect
Complaint: I contacted the servicing company for my auto loan BBVA Compass today because on my online account it shows I am past due since XXXX. I was in a car accident in which my insurance company released funds in the amount of {$6800.00} directly to BBVA Compass and all funds posted to curtailment on XX/XX/2018. I contacted BBVA compass mid-XXXX to inform them that I would like the funds posted towards XXXX 's payment and the remaining balance to curtailment. The agent informed me that he would open the request to have that done. I was not notified that this was not an option nor was I told this would be an issue. When I contacted them after noticing my account status, the agent informed me their accounting department closed the request to post funds the same day it was opened due to the fact that the funds were from insurance. I was never notified nor was a letter sent to me to inform me I was more than 30 days past due on my auto loan. The company has informed me they are not aware when this will report to my credit and this will not be resolved in a timely matter as I have to wait up to 4 days for a manager to contact me to discuss the issue. I would like this investigated and my credit report to be corrected if this is reported as a derogatory mark as the company should have posted my funds accordingly as I requested, or notified me if there was an issue.
Company Response: Closed with explanation

Timely Response

2018-12-27

Beyersville, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-27

Lewisville, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: My vehicle was paid off XX/XX/XXXX. My XXXX XXXX XXXX was financed through BBVA ( Compass Bank ). The received more money than what was owed on the account and they sent me a refund for the difference of {$730.00}. I knew three days after purchasing my new vehicle the over payment from the dealership. I called XXXXXXXX XXXX to get my gap insurance refund and they told me that I could not file a claim for that until they received a paid in full letter from Compass. I had to wait like 20 days before they were able to provide me with the letter. Once I got the letter I sent it to XXXX XXXX and they told me that the money would go back to the dealership and Compass would debit the account and refund me my money in 30 days. I called Compass and they told me that they included that in the refund they sent me previously. This is not my first time paying off a vehicle and I know that was not true. I did not file a claim for the gap insurance until well after I deposited the check from them and I knew the exact dollar amount of my over payment and the amount they are saying is not correct. They are refusing to refund me my gap insurance over payment. I was told my payoff was {$350.00} cheaper than they are now reporting.
Company Response: Closed with explanation

Timely Response

2018-12-27

Aledo, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-12-24

Arco, CA

Incorrect information on your report

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

Account status incorrect
Complaint: Bbva compass sold me a heloc creditline forXXXX $ without telling me it was a mortgage, when I found out, I closed it, they charged me XXXX , and it is still on my credit report as being owed and I am making Payments? I brought this to their attention, and they responded by telling me I had to find a new bank. XXXX XXXX wrote theletterfromXXXX California. The problem is, as a XXXX, I need 6 months to make the changes with my insurance companies ( especially XXXX ). No written email or communication whythis has occurred has even been sent to me! I found out later they did this because I paid my home loan down and paid my two lines of credit off., so XXXX said they no longer make money on my account to the assistant branch manager whom told me. They are just trying to sell products, but do not care about the customer and do what they want without regulation. They are based out of XXXX and do not follow the banking laws of the USA. Thank- You,
Company Response: Closed with non-monetary relief

Timely Response

2018-12-21

San Francisco, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My wallet was stolen in XX/XX/XXXX between XXXX XXXX and XXXX XXXX in downtown XXXX XXXX. I discovered this because a charge went through at the nearby XXXX store for {$1000.00}. The person then continued to try and charge the rest of may cards all throughout the night ( thankfully those were denied as the limit was too high on them to allow the charges ). I reported this to my bank, XXXX XXXX and called XXXX immediately and blocked my card online using the mobile app. In order to pay for things until I got my new card, I used online services ( XXXX, XXXX, XXXX XXXX ) while unblocking to make the transaction and then blocking again once I had to ensure no further unauthorized charges going through. I filed a police report, sent in documentation of my attendance at a makeup appointment that lasted from XXXX to XXXX XXXX ( the charge came through at XXXX XXXX ) and provided the makeup artists name and number to my bank. I also sent the other fraud notifications that I received. I can prove where I was the entire night through various other records but none of this was requested by the bank before they denied my claim outright, stating that because I used the card after the false transaction occurred that there was no error. This is patently false as I explained that I was using the card online, not my live card. I had no other way to pay for things since my card was taken. After explaining this, they reopened my claim, but have yet to provide any service around the fraud report, will not answer my emails and gave me an exploding deadline of XX/XX/XXXX, the week of XXXX to provide " more information that substantiates my case '' but have given no guidance about what information they need. To this reply I sent the evidence that the purchases made after the fraudulent transaction were made from my phone and not with a live card as the fraud person claimed. I am very frustrated and also out {$1000.00} after being financially abused by this person, and then my bank. Please help
Company Response: Closed with explanation

Timely Response

2018-12-21

Florence, AZ

Other features, terms, or problems

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

Problem with rewards from credit card
Company Response: Closed with monetary relief

Timely Response

2018-12-21

Scottsdale, AZ

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: XXXX XXXX kept raising my insurance premium without my knowledge I disputed the amount with Compass since XXXX, Compass gave provisional credit, did not investigage and debited my account making all kinds of negative adjustment. All the disputes were handled in another country.
Company Response: Closed with monetary relief

Timely Response

2018-12-21

Winton, CA

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: On XX/XX/2018 I went into BBVA Compass Bank to inquire about a 2nd chance Checking account. I had just come from the XXXX SSA branch receiving a SSI payment in the form of a check. I handed the Sr. Sales person that check endorsed, though prior to her getting up to go to a teller, she did not reveal that there would be a 5 business day hold on any new account prior to depositing the opening deposit check. When she came back, she informed me of that policy, and I said that I needed access today to the funds, as ND she asked if I wanted to " retract '' the deposit, and I stated yes. She went back to the teller, came back with a piece of paper, asking how much money do I need. I can't really know for 5 business days, but stated {$300.00}. Not once did anybody notify me of that " hold '' being overridden. I was never heard I guess, for once a owner of the account makes a decision, who has the authority to " over-rule '' the account holders decision? I never asked after my statement " retract the deposit '' for cash or anything else. I, XXXX XXXX XXXX XXXX own the account, not BBVA COMPASS!! IT IS MY DRIVER 'S LICENSE, MY ADDRESS, MY PHONE NUMBER, MY SOCIAL SECURITY NUMBER, NOT ANYBODY ELSE 'S, WHICH MEANS I OWN THE ACCOUNT.. I EXPECT THE CFPB NOT ONLY TO INVESTIGATE THIS MATTER, BUT ALSO ALLOW THIS I TO COURT FOR LEGAL ACTION AGAINST BBVA COMPASS BANK! I EXPECT THE CFPB TO TAKE ACTION AGAINST BBVA COMPASS 'S BUSINESS LICENSE.
Company Response: Closed with explanation

Timely Response

2018-12-20

Dallas, TX

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with non-monetary relief

Timely Response

2018-12-19

London, KY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/18, I attempted to make a mobile deposit in my checking account with XXXX. Because the amount exceeded the mobile deposit limit by {$340.00}, I called support and asked for an increase. They told me that they did not provide increases above the amount I had. They suggested I cash the check elsewhere. The mobile app gave instructions for deposit by mail. It listed two addresses, one was a PO BOX , and the other was for overnight delivery. I endorsed the check and mailed it out two-day priority mail to the overnight address. Using the tracking number, I discovered it was not delivered until Monday, rather than Friday as promised. On the app, the instructions for deposit by mail clearly state '' Once your check has been received, up to {$200.00} of your check deposit funds will generally be available within one business day. The remainder will generally be available after another business day. Check deposit amounts greater than {$5000.00} may be held for an extended period. '' So, I called on Tuesday, XX/XX/18, which was one business day after the date it was delivered since there was no indication that the check had been received. The agent I spoke with told me that she could not confirm receipt of the deposit, and she told me she could give me no time frame for how long it would take and that they would know it was deposited when it showed on my account. I asked could they not at least confirm it was received at the correct address. She told me that she could not. I asked what remedy I had and she assured me that it would be processed soon. I called today, XX/XX/18, a full two business days after they received it according to USPS, and the agent placed me on hold and told me that " in her experience, it can take three business days before it is processed or shown in the account. '' I asked could she not confirm it with the processing center that the check was received so I don't have to worry that it was delivered to the incorrect address. She told me that she " could not check with the processing center until 10 business days after the tracking number delivery date. '' So, I am going into XXXX without any access to my funds, and also without having any idea whether the check was received at the correct address. None of this information was available to me or I would not have deposited the check via mail. I expected to have access to part of the funds " one business day after received '' as their app stated. This is insane that they won't even check to make sure the check was received until 10 business days after delivery.
Company Response: Closed with explanation

Timely Response

2018-12-19

Fort Worth, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Company Response: Closed with explanation

Timely Response

2018-12-19

Foothill Ranch, 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: XXXX XXXX is reporting incorrect info
Company Response: Closed with explanation

Timely Response

2018-12-18

Austin, TX

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not received from closed account
Company Response: Closed with non-monetary relief

Timely Response

2018-12-18

Atl, GA

Closing your account

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

Can't close your account
Company Response: Closed with explanation

Timely Response