BBVA FINANCIAL CORPORATION

2018-10-12

Plano, TX

Incorrect information on your report

Vehicle loan or lease: Loan

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-10-12

Houston, TX

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-10-11

Bellaire, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX Is saying my documents are fake cfpb i'll let them be the judge of that sent over hacking reports, police and ftc
Company Response: Closed with explanation

Timely Response

2018-10-10

Stkn, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-10-10

Austin, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/2018, my checking account with Simple bank was fraudulently debited {$1500.00}. I immediately called to report the transaction. In doing so I learned that Simple does not have a way for you to directly dispute items such as this. Instead, I was directed to contact them via email. I followed their directive, but have been unable to get a response from them. On Sunday, XX/XX/18, I was able to reach them by phone and spoke to a representative named XXXX. XXXX advised me to call the merchant to directly dispute as it would be faster. I did that ; however, they were unable to assist and referred me back to the bank. To date, I have not received a provisional credit while the investigation is in progress. I feel it unfair to me, the consumer, to have funds in limbo while waiting to hear by from a bank that has been unresponsive. In the interim, I have read numerous online reviews and this, too, has happened to other consumers. I feel it is my right and responsibility to report such instances like this to protect others.
Company Response: Closed with monetary relief

Timely Response

2018-10-10

Afton, OK

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

2018-10-09

Sacramento, 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

2018-10-08

Somerville, MA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-10-08

AL

Took or threatened to take negative or legal action

Debt collection: Mortgage debt

Threatened or suggested your credit would be damaged
Company Response: Closed with explanation

Timely Response

2018-10-05

TN

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: On XX/XX/2018 ; my XXXX XXXX was deemed a total loss after it was involved in my house fire. BBVA Compass bank took almost two months to send the required documents to my insurance company in order for my insurance company to pay my loan off. During this time, BBVA Compass Bank reported missed payments on my auto loan to credit bureaus. The first time my insurance company contacted them about the loss of my vehicle, they did not report it as a total loss. It wasn't reported as a total loss until almost a month after the fire when I contacted the company myself. On XXXX18, BBVA Compass was contacted by my insurance company ( XXXX XXXX XXXX ) at which time they ensured my insurance agent that they would email the title to my charger and the certificate of guarantee. On XXXX18, my insurance agent called BBVA again because they had sent the title and the letter of guarantee. However, the letter of guarantee did not have the payoff amount listed on it, which was supposed to be filled out by BBVA Compass. BBVA Compass ensured my agent that they would send the corrected letter of guarantee by the end of the day. On XXXX-18, my insurance agent contacted BBVA again because they had still not sent the the letter of guarantee with the payoff listed. On XXXX-18, BBVA sent my insurance agent another copy of the title. At this time, I called BBVA Compass Bank myself and they assured me that they would send the corrected letter of guarantee by the end of the day. On XXXX XXXX, my insurance agent was finally able to issue a check for my totaled vehicle. During the time it took BBVA Compass to send my insurance company the correct information, they reported missed payments on my account to credit bureaus. When BBVA Compass received the check from my insurance, they backdated it to XXXX ( the original month of loss ). However, they have not taken the " missed payments '' off of my credit report. When I called to inquire about this, I was transferred four different times and then told I had to email the total loss department and wait on a phone call from them. This company has put me through the ringer and I can't even get in touch with a person to dispute these charges. My insurance company would've had the car paid off within a week if BBVA Compass would have sent all the information to them in a timely manner. Now my credit score has dropped because of this company and their customer service has been of no help throughout this disaster.
Company Response: Closed with explanation

Timely Response

2018-10-05

NY

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/18 I opened a BBVA Compass Checking account with the promo code with the XXXX XXXX " XXXX ''. This entitled me to {$100.00} for making a bill pay equal to or greater then {$25.00} to a utility company. On XX/XX/XXXX I initiated a bill payment to a water company in the amount of {$130.00}. On XX/XX/XXXX I sent a secure message inquiring why my bonus wasn't paid out yet. I received the response saying I needed to deal with the issue in branch. I don't have access to a branch due to me being away at school. The bonus never had anything to do with a branch and the account was opened online. I use XXXX due to there nice online banking I don't do banking in branch all too much. There is no reason XXXX can not fulfill their end of the deal and payout the bonus.
Company Response: Closed with explanation

Timely Response

2018-10-05

Spavinaw, OK

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2018-10-05

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-10-04

De Soto, IA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I set up recurring payments for my final mortgage payments. I set it up for 3 payments. XXXX made 6 payments, the last of which was never returned/rejected by the mortgage company. When I contacted customer service, they literally said " Our Technical Team is actually aware of this glitch and they're actively working on resolving it, These payments were actually sent via the electronic method. This means I don't have a way to action them from my end. '' I had to file a complaint with the CFPB to even get a response from the mortgage company, but so far nothing has been resolved. But the fact that my bank can give away my money in error and just not do anything else about it is horrible. If I gave away their money, I would be in jail. They made 3 payments in error, I have received 2 back, and they refuse to help with the 3rd one.
Company Response: Closed with monetary relief

Timely Response

2018-10-04

Tomball, 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
Company Response: Closed with monetary relief

Timely Response

2018-10-04

Jacksonville, FL

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

2018-10-04

Jacksonville, FL

Problem when making payments

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

Problem during payment process
Complaint: BBVA Compass Visa Credit Card As of XX/XX/2018 they removed the ability to pay online as I have done for many years before. I contacted customer service XX/XX/XXXX, speaking with XXXX for an hour with no resolve. Contacted them again on XX/XX/XXXX for another hour with no resolve. On XX/XX/XXXX went to a Branch Office, only to find that they had my profile all wrong, wrong info on everything. I was informed by XXXX XXXX I would be contacted on what would be needed to conduct business with them. After several weeks, I contacted him only to find he was on vacation. On XX/XX/XXXX, I went to another Branch Office and met with XXXX, she tried to get everything done however no follow up with no results. Made a payment with the teller at this time. On XX/XX/XXXX, I went back to the Branch Office, XXXX was out to lunch, spoke with XXXX a teller to see what we could do and to see if any transactions had been reversed as requested. She tried to assist with the Banking App, and had also informed me that transactions were reversed, but was unable to complete with the banking app. I also noticed at the time when setting up the App they had multiple accounts showing which were not mine, one with a $ XXXX credit line. This indicated to me they had not corrected my account profile issues from XXXX. On the evening of XX/XX/XXXX, I attempted to logon the BBVACompass webpage, only to find no payment history, no transaction history, what a way to run a bank. I'm going to return on XX/XX/XXXX to make a payment with severe reservations, I feel that any and all interest charges for these 70 days should be credited back and all records be corrected ASAP. I'm prepared to stop payments completely until it is corrected.
Company Response: Closed with monetary relief

Timely Response

2018-10-04

Key Biscayne, FL

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Complaint: On XX/XX/2018 I opened and account with BBVA compass bank because I received an offer and I used to have this bank in the past in PR wihtout any problems. Apparently this bank dont have people receving email and responding on time. Everyone speaks XXXX and they always are appologizing fo rthe delay of responsees for weeks to months. I had a payday loan coming over to be paid and since the first time this bank incurred me on overdraft that today are over {$520.00} and they do not want to refund the money. this bank is playing with all electronic debts of the clients charging you {$38.00} in advance of the electronic transaction not once they do it twice without the client I am paying noticing and they have not telling them. They are arranging the system to overdraft you in advance of the transation. I have had several transactions and having the money, they only overdraft me, after that overdraft, the transactions entrer and then I incurr in more than one overdraft for them and also for the companies and as well they also make you a second overdraft. There was a transaction coming over for XXXX to verify the account and I had money on the account and the overdrafted me for several cents I had to argue on the phone for them to reverse me my money which was twice and after that since then, everytime there is an electronic transaction they overdraft you in advance making you to get in more overdrafts when your money is already there. BEsides that I incurred in over fee payments with the payday agency due to their overdraft. I am only receving unemployment benefits and this bank is getting all my money. I moved to Florida and they do not have any branch in my zip code or near it ( XXXX ) it is imposible to make a deposit online either and I used to have the option but they were taking almost a month to make the deposit availble and continuing with the overdrafts. Today I am in need of making a deposit and they do not have my option availble so i could not make any mobile deposit. I also tried to registered several times for the supposed BBVA Compass rewards points which I have not had the benefit and I can not becuase I do not have the option either so I do not get back or I do not participate in rewards everytime I use the card for gas, nothing is availble, they do not want to reverse the charges and they tomorrow I have another transaction which I was counting on becuase the moeny was there and they overdrafted the account again. Supposedly I have the overdraft protection which they dont even pay the amount. I have been trying for months to resolve the issues with them and nothing. The emails I receive from them is to contact them on the phone and when I call is never the right department and they continue transfering the call. There has been a lot of emails to them form my part and they do not respond on time and only appologize for late response, do not help with anything.
Company Response: Closed with monetary relief

Timely Response

2018-10-03

Spavinaw, OK

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-10-03

Payson, AZ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with explanation

Timely Response

2018-10-03

Bellaire, TX

Improper use of your report

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

Reporting company used your report improperly
Complaint: compass bk pulling my credit XXXX XXXX XXXX XXXX and XXXX having isssue removing my fraud alert with all 3 's XXXX, XXXX, and XXXX ftc law was put in place to have this done in 1 hour of the request read ftc guidelines XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-10-02

Rossville, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with monetary relief

Timely Response

2018-10-02

Hemet, CA

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-10-01

Los Angeles, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/18 I opened a BBVA Clear Connect Checking account with Promotion code : XXXX. This promotion is for {$100.00} deposited into checking account after meeting a requirement. I completed this requirement by processing a bill pay to a cable company for {$25.00} on XX/XX/18. The terms of the offer state that the checking account bonus will be deposited within 90 days of meeting the terms. Seeing that it is now beyond 90 days and BBVA refuses to acknowledge this, I am filing a formal complaint.
Company Response: Closed with explanation

Timely Response

2018-09-28

Houston, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have had this problem with BBVA Compass on more than one occasion. My most recent experience is with a transaction on XX/XX/18 for {$410.00}. It was deducted from my available balance on the XXXX with a positive balance. It was as the bank says a hard hit on the XXXX leaving an available balance, and I was still charged on overdraft fee of {$38.00} which in turn caused additional items to hit and be charged fee 's as well. The banks provides an app which they suggest you use in order to keep track of your balance. What they neglect to tell you is even though on their app it shows you have an available balance which every transaction is immediately deducted from, the actual charge is not really deducted from your account until it paid. So they give you a tool to make sure you know how much money you have and then allow you to spend that money. What they don't tell you is it's NOT they way they keep track of your available balance, which in turn allows them to access fee 's for using the tools they provide.
Company Response: Closed with explanation

Timely Response