BBVA FINANCIAL CORPORATION

2018-09-28

Denver, CO

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2018-09-27

Fairview, TX

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

2018-09-27

Albuquerque, NM

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-09-27

Tujunga, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-09-26

Kendall, 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 monetary relief

Timely Response

2018-09-26

New Caney, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-09-26

Mount Vernon, OH

Problem when making payments

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

Company Response: Closed with explanation

Timely Response

2018-09-25

Staten Island, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-09-25

Mount Vernon, OH

Problem when making payments

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

Company Response: Closed with explanation

Timely Response

2018-09-25

Graniteville, SC

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-09-25

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I made a {$1000.00} deposit at BBVA Compass ATM XXXX, XXXX, Texas, XX/XX/18, at XXXX. Compass debited my account with a {$630.00} auto draft, that is not processed until the XXXX of each month, prior to crediting me with the deposit, which was made first. This resulted in 4 overdraft charges. I spoke with XXXX ( sp ), Compass Bank, on XX/XX/XXXX, but she only agreed to refund 3 of the charges ( stated it was a busy holiday ), which then resulted in another overdraft charge. I spoke with XXXX and then XXXX, both with Compass Bank, on XX/XX/XXXX, requesting that the remaining 2 charges be credited and refunded back to me, but neither agreed. They stated they only could see my deposit was made on XX/XX/XXXX, even though I told them I had my deposit slip reflecting it was made on XX/XX/XXXX, prior to the {$630.00} debit, and then the domino effect. I know that BBVA Compass has been penalized previously for these actions.
Company Response: Closed with monetary relief

Timely Response

2018-09-25

Glendale, CO

Fees or interest

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

Problem with fees
Complaint: BBVA VISA credit card assessed late fees after pulling auto pay offline with no notice to consumers. XX/XX/XXXX late fee of {$14.00} then XX/XX/XXXX additional late fee of {$28.00}. XX/XX/XXXX an adjustment of {$28.00} which did not refund interest accrued on all late fees.
Company Response: Closed with monetary relief

Timely Response

2018-09-24

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-09-22

IL

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I had a XXXX XXXX debit checking account for several years, last able to be used around 2016. As their app provides instant notifications, I noticed a fraudulent attempt to transfer money out of my account. I immediately notified XXXX who was able to stop the transfer out of my account. To prevent this from happening again, they said they had to close my account ( rather than just issue a new card/number ). My account was closed and I received a check for the balance. My problem is the bank will not open a new account and continues to tell me it is a technical problem that's being worked on. It has been two years and I would appreciate the opportunity to bank with them again as I like the service they offer ( budgeting app on phone ). In this day and age, I refuse to believe that someone can not override or reset my information and allow me to apply successfully again. I've seen others who had the same experience after reporting fraudulent transactions. I don't know anyone who hasn't experienced some sort of fraudulent/incorrect transaction at one point or another, so I would imagine eventually the bank will cease to exist as they will have closed everyone 's accounts. Somethings not right here or someone isn't disclosing their true business practice.
Company Response: Closed with explanation

Timely Response

2018-09-21

Meadows Place, TX

Money was not available when promised

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-09-21

Georgetown, IN

Managing an account

Checking or savings account: Checking account

Cashing a check
Complaint: My name is XXXX XXXX and I am going through the process dealing with Simple Banking. It is a online way of banking. I completed a online mobile check deposit and I was told that I had a 5 day hold after I made deposit. After several days I contacted the payee who informed me that the check had cleared on their account and money had been removed from their account. I then called Simple back to see why I didn't have access to my cash, only to be told that it was still being held. For what reason, I still don't understand or not was a explanation given. When I asked for a manager, I was told that there were none. I have no clue how this is allowed.
Company Response: Closed with explanation

Timely Response

2018-09-21

Wickes, AR

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I opened the online BBVA Clear Connect checking account online with promo code XXXX on XX/XX/2018. The promo is for a {$100.00} account credit after making an online payment to a water, utilities, etc. company in the amount of at least {$25.00}. There are no direct deposit, account minimums, or requirements to keep the account fee free. I have completed the requirements and have waited the 90 days but my account hasn't been credited with the {$100.00} online account opening bonus. I did contact BBVA bank by phone sometime in XXXX about the bonus and was told to go into a branch location to discuss the issue. There are no branch locations in my state. I feel this is a trap because the online bonus doesn't mention anything about having to reside in a state with branch locations.
Company Response: Closed with explanation

Timely Response

2018-09-21

Scottsdale, AZ

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was result of identity theft
Complaint: BBVA Credit Card On XX/XX/18 there were fraudulent charges made on this card in the amount of {$2500.00}. When the charges were made I received a push notification on my phone making me aware of the charges and requesting that I call if I did not approve them. I called and spoke to a gentleman and let him know that I did not approve/make the charges. He assured me that I did not need to worry, that the charge would be dropped and that no action was needed on my part. I let him know that I would like to cancel the card since someone obviously has my info and is using the card. The call ended and I thought it was resolved. In XX/XX/XXXX I received a billing statement in the mail asking me to pay the {$2500.00}. I called and after hours of being hung up on and transferred around many times I finally got a representative that told me that I had not called in to let them know that the charges were fraudulent. According to the representative the notes on the account indicated that I had only called in to cancel the account. I request to speak to a supervisor and ended up speaking to XXXX, a supervisor in BBVA 's XXXX XXXX office, who confirmed for me that the notes did not indicate that I had called in to let them know that I did not make the charges. I asked him if they record their calls. He explained that they do. I requested that he please listen to the call and add notes that accurately reflect what happened on the call. Specifically, I requested that he listen and note that I had in fact called in to let them know that the charges were fraudulent. He agreed to do this and we set up a follow up for the next day. I spoke with XXXX the following day and he confirmed that he had listened to the call and that I had made the representative aware that there were fraudulent charges made. He let me know that the representative should have taken action to stop the charges at that time as there was time to do so at that point but because he did not, the charges were paid and that I would now have to submit a dispute which would take 30 days to be reviewed. I let him know that this was unacceptable as I had been given confirmation from a BBVA employee that the issue was resolved. The charges were paid due to a BBVA employee error and not my own. I asked what could possibly be needed as far as a dispute investigation. He told me that it was just a formality. I let him know that I felt this was very deceptive and unfair on BBVA 's part. He let me know that there was nothing he could do about it. Again I let him know that this was unacceptable and requested to speak to his superior. he told me that his superior was not available but that he would have him call me within an hour. I agreed and the call ended. I did not hear from XXXX superior in the next hour. In fact I never did hear from him ever. I called a couple days later, spent an hour being transferred around, until I finally spoke with representative that told me that I had been transferred to the collections department and that I needed to make a payment. I tried to explain to this representative what had happened but they were unwilling to help and eventually hung up on me. I called back and spoke to another representative in the collections department who explained they had mailed me a letter confirming the dispute. I let this representative know that I had not received such a letter and requested that she email it to me. She agreed that she would email it to me ( To this day I still have not received a letter in regards to a dispute in the mail or in my email ). I then requested to speak with XXXX and she transferred me to him. He explained that he had told me on our previous call that he would have his boss call me just to get me off the phone. That he actually had no intention on letting me speak to this person, and that it was BBVA 's policy that customers not be transferred to anyone above a supervisor. Again, I let him know that I felt that this was very deceptive, unfair, and now bordering on abusive on BBVA 's part. He again let me know that there would have to be a dispute review before the matter could be cleared up. He advised that he had submitted a dispute and that he would expedite the review of the dispute. He advised that it would take no more than a week for it to be resolved. I again let him know that this was unacceptable but that I would give him 1 week to resolve the matter. I let him know that If I did not hear from him with confirmation that the issue was resolved that I would be submitting a complaint with the CFPB. He seemed to understand and agree on this call that I was being treated unfairly and that BBVA 's actions had in fact been very deceptive. I ended the call thinking the issue would most likely be resolved. On XX/XX/18 I received another billing statement again asking me to make payment on this charge only now they have added a late payment fee of {$27.00} and a {$1.00} charge labeled as " minimum charge ''.
Company Response: Closed with monetary relief

Timely Response

2018-09-21

Hemet, CA

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-09-19

Coronado, AZ

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-09-19

Goshen, VA

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-09-19

Shenandoah, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-19

Richardson, TX

Opening an account

Checking or savings account: Savings account

Account opened as a result of fraud
Complaint: This response is with regard to Complaint # XXXX My name is XXXX XXXX. I had thru XX/XX/2018 to provide a feedback to Compass Banks response. Unfortunately I messed it up and sent a feedback that was completely blank. I am sending this feedback via the attached file. I hope it is accepted and the case remains open. My email address is XXXX and I may be reached at ( XXXX ) XXXX. I would appreciate an acknowledgement. Regards, XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-09-19

Culver Cty, CA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response

2018-09-18

Pasadena, CA

Problem when making payments

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

Problem during payment process
Complaint: After being approved for a credit card through BBVA for {$6000.00} i set up automatic payments through my credit union. A payment was scheduled to be paid on the XX/XX/XXXX. This payment was rejected. I then tried to pay the balance of the card on the XX/XX/XXXX and it was rejected again. I had set up the automatic payments prior to the date necessary to have the payment made, and because the system did not make the payment for its own reasons, my credit limit was reduced from {$6000.00} to {$1000.00}. With an outstanding balance of {$800.00} the usage of the card went from 6 % to over 90 %, affecting my credit rating. Since calling BBVA 4 times now and being put on hold for 45 min plus, I have had no assistance in getting the account paid and still not been able to bring the account up to date.
Company Response: Closed with explanation

Timely Response