BBVA FINANCIAL CORPORATION

2018-11-07

Napa, CA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-11-06

Fair Oaks, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-11-05

MI

Fees or interest

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

Problem with fees
Complaint: I scheduled payment to BBVA Compass through my XXXX checking account on XX/XX/18 for {$88.00}. XXXX XXXX sends a paper check to BBVA Compass which should arrive within 5 business days. On XX/XX/18, I contacted BBVA Compass to find out why my payment had not been posted. They responded that they had not received it. I placed a stop payment on the check on XX/XX/18 as I figured it had been lost in the mail. It was not a regular payment anyway, but an extra one. I contacted BBVA Compass again and let them know I placed a stop payment on the check and asked if it would cause any issues with my account. I was told all I needed to do was contact XXXX and make sure the stop payment was in effect - nothing about a fee they were going to charge me. On XX/XX/18 they received the check and presented it despite my letting them know I had stopped payment. They then charged me {$16.00} and refuse to credit it back despite my thorough explanation of what has transpired.
Company Response: Closed with monetary relief

Timely Response

2018-11-03

Albuquerque, NM

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: I tried working with both the fraud department at the XXXX XXXX XXXX, ie. Compass Bank ; I then wrote : Hi XXXX XXXX, this is XXXX from XXXX, and I spoke to a bank agent yesterday RE ; a {$38.00} over draft fee when back on XXXX XXXX or XXXX from XXXX restaurant after it was verified and still showing I had over {$80.00} in my account and made a purchase there of {$32.00}. they took an additional {$38.00} out saying NSF. I then received a fraud alert that there was a {$10.00} XXXX purchase that was declined & asked if I made this purchase and said no but I was glad they did not authorized the payment. I then auto deposit a {$26.00} and next thing I know there was 2 more transactions that were supposedly paid on my behalf after I showed it was flagged as fraud, told the agent to close this account. Now my account is {$180.00}. With those declined fraudulent charges paid after I told them to close the account and it showing the purchases originally did not go through Very confusing.
Company Response: Closed with explanation

Timely Response

2018-11-03

San Antonio, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: This is a complaint with respect to two responses received from XXXX XXXX XXXX ( " Bank '' ). The complaint numbers were XXXX-XXXX and XXXX-XXXX. The responses provided were factually inaccurate and potential libel actions. The Bank 's employee has lied about the series of events that occurred. My wife did not use any " inappropriate language '' nor did she commit any " inappropriate actions. '' Furthermore, the monetary relief the Bank claims it has provided is not relief of any kind. It is the return of our property ( i.e. the funds in the account ). No compensation or apology has been issued by the Bank or any of its employees. In fact, it was the particular Bank employee who escalated the situation and caused a scene which made me fear for my safety and the ability to have continued access to my property. Frankly, it was the worse customer service experience I have had in my life. This whole situation could have been avoided had the Bank employee let me access my safety deposit box during my daughter 's wedding. It was only when I pointed out a flaw in their security procedures that the Bank employee became defensive and raised her voice. The reason for resubmitting this compliant is to bring to the attention of the Bank the actual events that occurred and to affect actual change there, so this does not happen to any other customer. I hope this complaint is taken seriously because the deceit and duplicity my wife experienced as a customer of the bank ( for over a decade ) is simply unacceptable. There are consumer protection laws to ensure that customer do not get treated this way, and I would much rather have this resolved in this manner than take legal action for the way my wife was treated. Please address this immediately and provide some actual relief, rather than deceptively implying that monetary relief was provided in this case.
Company Response: Closed with explanation

Timely Response

2018-11-02

Glendale, CO

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: I deposited a check for {$1800.00} at BBVA Compass on XX/XX/2018. I went into the bank on XX/XX/2018 and spoke with the bank teller XXXX ( last name unknown ). I asked him about the deposit and notified XXXX that it was a check I received in the mail for a XXXX mystery shop assignment. ( I told him I was asked to buy three {$500.00} XXXX gift cards with the funds ). I let him know that I was in the process of selling my home and buying another and did not want anything to go wrong like a bad check on my credit or anything. I want to make sure that the check was/is good. He asked me to hold on while he ran a couple verification things for it and typed on the keyboard. He told me that they have received other checks that are exactly the same and they cleared. I reiterated that I was unsure of the validity of this check. He said it was fine and I pulled out {$1500.00}. I logged in to my account on XX/XX/2018 and it was negative $ -XXXX plus a return check fee of {$15.00}. I went into the bank on XX/XX/2018 to see why my account was negative and XXXX XXXX said because of that check. She gave me the toll free number for the bank and told me to start there. I asked to speak to her supervisor. I spoke with XXXX XXXX and he told me it was my fault and there was not anything they can do for me. On XX/XX/2018 XXXX XXXX ( co-owner of the account ) and myself went to BBVA Compass and spoke with XXXX XXXX and bank manager XXXX XXXX. They told us there wasnt anything the bank can do for us. XXXX XXXX instructed us to file a police report. XXXX XXXX claims that his teller did everything he was supposed to do and I was the one at fault. He told me that I never told the bank teller XXXX, that I received the check through the mail and that I was instructed to purchase XXXX gift cards with the funds. When in fact, XXXX and I had quite a long conversation about the situation at hand because that was the whole reason I went into the bank to begin with I wanted to talk to somebody about that check. On XX/XX/2018 I went to the XXXX XXXX Police Department to see what my options were. The clerk took my information and stated that an officer would call me shortly. Later that afternoon Officer XXXX called me and was in disbelief that the bank refused to take accountability for this wrong doing. He instructed me to call the bank again and demand the corporate phone number and notify them. He said to let them know that I will take this to the media. If still nothing is done about this matter, to call him back to file a police report. On XX/XX/2018 I went back to the bank to get the last statement showing the bad check and a copy of the check and stated to XXXX XXXX, so I could go to the media since they dont want to rectify the situation at all. XXXX XXXX said to me, go ahead, you can do that. I have never dealt with such rude management, especially at a bank. I asked Officer XXXX why this instead of filing a police report. Officer XXXX suggested I go that route instead of filing a police report because If I file a police report it would have to be on the teller of the bank XXXX personally, not the bank for employee policies. On XX/XX/2018 at XXXX XXXX I talked to a BBVA customer service representative named XXXX. Badge # XXXX by calling the customer service number on the back of the debit card, XXXX. We spoke about the deposited check and I asked to speak with her supervisor. She said that he was tied up with another customer but she would take my phone number and have him call me back. He never called me back but XXXX did. I have the voicemail saved but I can barely understand what she is saying in it. I believe she says something about the owner of the check putting a stop payment on the check and that is why there is a {$15.00} fee on my account for the returned check, and that was it.
Company Response: Closed with explanation

Timely Response

2018-11-02

Stkn, CA

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

2018-11-02

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-11-01

Scottsdale, AZ

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

2018-11-01

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-11-01

East Troy, WI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a checking account on XX/XX/18 under an advertising pretense that I would receive a {$100.00} bonus after I made a Bill Payment through the checking account within 60 days of opening an account. During the application process, there was a notification that said " {$100.00} Bonus Promo Applied. '' After I completed the qualifying activity, I contacted the back to inquire about Promotional payout through a secure message on XX/XX/18. I was told at that time that I would have to wait 90 days for the payout. After 90 days, I contacted the bank again on XX/XX/18 and was told that my account was not qualified for the promotional bonus and that I had opened the wrong type of checking account. This was clearly a bait and switch operation as I had received a notification that the promotional bonus was applied during the application process. I also know of others who had opened the same exact type of checking account through the same offer and they DID receive the {$100.00} bonus payout as promised.
Company Response: Closed with monetary relief

Timely Response

2018-11-01

El Paso, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-31

San Antonio, TX

Opening an account

Checking or savings account: Other banking product or service

Account opened as a result of fraud
Complaint: Company and attorneys are leavin messages saying they are going to press charges in my name for fruad because they have made electric deposits into my bank accounts of XXXX each. I dont have any bank accounts that have any amounts like tbat and im trying to establish an account and in my name and im not able too. Please i dont know where to start or what to do.
Company Response: Closed with explanation

Timely Response

2018-10-31

San Francisco, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: XXXX XXXX has denied to return {$99.00} to me and close my account properly after they say a transaction from XXXX placed my account in the negative. I have spoken with XXXX recently for 2 hours and they are unable to find ANY record of them charging me {$99.00} dollars to my simple bank account. But XXXX XXXX told me today they will not Reverse the fee for XXXX and will close my account after 90 days of it being negative and refer me to a credit collection company even though i have given them all the proof that they are indeed WRONG.
Company Response: Closed with explanation

Timely Response

2018-10-31

Winnsboro, LA

Incorrect information on your report

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

Account information incorrect
Complaint: The derogatory marks on my credit report is blemishing my credit report which prevents me from obtaining the credit that I deserve. I have made several attempts to resolve this issue by asking XXXX, XXXX and XXXX to remove late payments. The only responses were from auto generated letters stating that the accounts are valid. Under The laws of FCRA I have the right to dispute the validity of these accounts and proof from the credit bureaus must be given upon request.
Company Response: Closed with explanation

Timely Response

2018-10-30

Greenwood, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have an available balance in my account - i use the money - then i have an automatic draft hit my account and bring me a negative balance at which point all the transactions that i did before this will get an overdraft fee. VERY UNETHICAL
Company Response: Closed with monetary relief

Timely Response

2018-10-30

Manhattan, KS

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-10-30

GA

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: In XX/XX/2018 I noticed an unauthorized charge on my credit card by XXXX XXXX ( I don't even own a TV ). I immediately contacted the credit card company ( BBVA Compass ) by phone, and they assured me they would take care of it and that I would be charged no fees or interest while it was under investigation. The following month the charge was still on my card, so I called them again. Same response, telling me they had 90 days to take care of it. Meanwhile, I called XXXX XXXX myself, and they told me they had never made the charge!! I notified the BBVA Compass " fraud '' department ( I use the term loosely ), and received the usual " we have 90 days, blah, blah, blah. '' The following month the charge was still there, so this time I wrote them a letter. I received no response to my letter. By this time I was receiving late fees and dunning letters. I made one final call to them a few weeks ago, but nothing has changed with my account. Clearly, there is nothing further that I can do. Of course, I will never, never pay the charge, but BBVA needs their hand slapped for ignoring a fraudulent charge and treating a customer with such utter disdain, and for ruining a customer 's credit.
Company Response: Closed with explanation

Timely Response

2018-10-30

Watkins, CO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-29

Manhattan, KS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-29

Brock, TX

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Brock, TX

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Brock, TX

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-10-29

Richardson, TX

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

2018-10-29

Lewisville, TX

Charged fees or interest you didn't expect

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

Complaint: I recently got approved for $ XXXX with BBVA Compass. I was given a higher interest rate and the score used was a strategic move to manipulate the system. My fico is over over 750 I was given a 14 % plus rate. They claim my score was XXXX XXXX. I purchase a car about the same time and the dealership told my XXXX was XXXX and XXXX XXXX was XXXX. I call the corporate office and it rang a few time then hang up. When I made contact with the number on the application I was told I could reapply in 6 months.
Company Response: Closed with explanation

Timely Response