BBVA FINANCIAL CORPORATION

2018-09-18

Bedford, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: Paid my credit card payment through compass and didnt have the money to cover it so got sent back. No one notified me or told me. And they kept trying to put it through all month charging me XXXX $ every time. They tried to say I didnt have money in the bank so I asked if deposits go on before withdrawals. I was told yes. Then wen I showed them the withdrawal went through at XXXX am and I got my paycheck at XXXX and deposited it, thats wen they change their mind and say no this particular withdrawal is instant even tho it never has been instant for a whole year until I showed them wat they said wasnt correct. So they just change their minds everytime you prove that they are lying. Isnt that convenient. Always a reason how theyre right and the customer is wrong. That way they can steal money from on anyone anytime they want. This needs to be stopped and compass board of directors needs to be locked up with a life sentence since theyve been stealing from Americans since they came into existence.
Company Response: Closed with explanation

Timely Response

2018-09-17

Sewalls Point, FL

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2018-09-17

TX

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: My wife and I turned in an application for a mortgage loan at BBVA Compass Bank on XX/XX/2018 and was told a loan officer would contact us to help us figure out which type of loan would be best for us to apply for. On XX/XX/2018 I received alerts from XXXX that the bank had ran my credit. I expected some form of communication from the loan officer. He never called or emailed us one time, yet ran the hard inquiries on our credit and denied us the loan, stating delinquencies on credit report. I have no delinquencies on my credit report. We then talked to the local bank manager later in the week to see if the loan officer would at least speak with us one time. We were told he would call us but he never did. We then called BBVA Compass corporate office on XX/XX/2018 and was told to call the Alabama Department of Banking. When we called the DOB, they said to email them what happened and that they would take the hard inquires off our credit since the loan officer did not even contact us one time, nor do we even know which type of loan he applied us for. We were told we would be hearing from them soon but it's been a week. We want to know why the loan officer refused to communicate with us. We want to know why this happened and why our application was looked over and if factors such as XXXX and low income played a factor in the loan officer 's refusal to communicate with us and take our application seriously. We believe we at least have a right to know which type of loan the loan officer applied for. We would like BBVA Compass Bank to know that we strongly believe we were treated very unfairly throughout the mortgage application process, and that we will seek legal counsel to find out information such as the type of loan the loan officer applied for, if need be.
Company Response: Closed with explanation

Timely Response

2018-09-17

Phoenix, AZ

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

2018-09-17

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-09-16

Stkn, CA

Improper use of your report

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

Reporting company used your report improperly
Complaint: BBVA Compass the misused of my XXXX credit file. I had filed disputes on the account several times with XXXX and the other two credit bureaus. The dispute last longer then 30 days with XXXX file. The account should had been removed from file. BBVA Compass had reported the account on faults dates many times. I had tried to communicate with XXXX XXXX XXXX and I submitting the proof of misused of the account. BBVA Compass does not care if the account is being misused. They are saying it is reported currently. I would like for Compass to show proof that the account is reported correctly with all three credit bureaus from XX/XX/XXXX through XX/XX/XXXX along with the remarks in the comment section.. I do monitor all three credit files just about every day. The account had been sold XX/XX/XXXX to XXXX XXXX XXXX XXXX based in Texas. The debt buyer had removed the account from credit files from XXXX and XXXX on XX/XX/XXXX. for not being register with the Secretary Of State Of California to conduct business with the California consumers. There is a difference between a business license and business registration. BVAA Compass had sold the debt wrongfully to a non register debt buyer who is not register with Secretary Of State Of California.
Company Response: Closed with explanation

Timely Response

2018-09-16

Houston, TX

Problem when making payments

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

Problem during payment process
Complaint: I have been trying to use BBVA Compass mobile application and online web many times this month and I'm not able to login neither contact support to fix the login issue, every time exercise all of their options never worked, I have sent a letter of making reduce payments because I lost my job several months ago and now working at a reduced wage at another job ; since then their mobile banking won't take login information neither ways to successfully reset the login information it always says service temporarily unavailable for several months, same happens on the computer just says you have been " signoff '' and it don't give you access to any resource to " re-establish '' the login information. Several months ago visited a local branch here in XXXX ( XXXX one ) and their representative installed the app on my cell phone but did not want to use my regular email I use for all other accounts she wanted a special separate email for the BBVA Compass app, told me the account was not longer active and they were just taking payments. Obviously BBVA Compass does not want to work with me in any way, so I want your help to close this account permanently and just continue making payments to the account and I can't commit a fixed amount to this account since I have more important accounts to take care of, so don't want/like waste my time with BBVA Compass, just not worth the time spent with them. I want to continue making payments as I can.
Company Response: Closed with explanation

Timely Response

2018-09-16

Leeds, AL

Credit monitoring or identity theft protection services

Vehicle loan or lease: Loan

Billing dispute for services
Complaint: I just need help gettin it off my credit scores they got the car back an it sold at Auction for XXXX an she got the car for XXXX an pay XXXX on it an now they send me a letter sayin I owe XXXX from BBVA compass
Company Response: Closed with explanation

Timely Response

2018-09-15

Bueche, LA

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

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

Problem with personal statement of dispute
Company Response: Closed with explanation

Timely Response

2018-09-14

Lubbock, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-09-14

Biscayne Park, FL

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with non-monetary relief

Timely Response

2018-09-13

Boyntonville, NY

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-09-12

Wickenburg, AZ

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-12

Waxahachie, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-09-12

Fort Worth, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: There was a pending transaction that fell off and they still overdrafted my account. I turned off overdrafting 6 months ago and it doesnt matter. They overdraft anyways. All dates and balances are in the screenshot I uploaded.
Company Response: Closed with monetary relief

Timely Response

2018-09-11

Getting a line of credit

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

Company Response: Closed with explanation

Timely Response

2018-09-11

Lewisville, TX

Fees or interest

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

Problem with fees
Complaint: XXXX XXXX XXXX charged me annual fees {$40.00} on credit card which I was not aware of. I requested them to refund {$40.00} fees as customer courtesy one time only but they are forcing me to pay.
Company Response: Closed with explanation

Timely Response

2018-09-11

Montevallo, AL

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

2018-09-11

CA

Closing your account

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

Company closed your account
Complaint: The CFPB has jurisdiction over this isssue because as a consumer I have been victimized by unfair, deceptive, and misleading practices by the bank where I Have been a loyal and responsible user, discriminating against me unfairly and without good cause. Therefore, I am protesting the wrongful and unlawful closure of my credit card ending in XXXX that was NEVER DELINQUENT. 1. I opened this credit card around XX/XX/XXXX and was NEVER DELINQUENT, as you can see by my credit report this card was never 30 days late, etc. because I managed this debt responsibly. I am XXXX due to XXXX, and I require this card to make medical purchases. 2. On or around XX/XX/XXXX my card was lost and I contacted BBVA Compass Bank to request a replacement be mailed to me. 3. While waiting for the card to arrive, I paid the card in person at the branch. I was informed at the branch the replacement card was on the way. I was never informed by the branch this card was closed, and I had no reason to believe my account was closed. 4. After waiting for months for my replacement card, I checked the status online : As of today online the account shows available credit of {$490.00} ( Exhibit 1 ), 5. Also, because I have still not received my BBVA Compass Bank credit card, I phoned in to Compass Bank, and was informed today that my account was closed because it was late, which is why I was not issued a replacement credit card. 5. Compass bank is misleading me by violating Regulation Z Truth in lending by stating to me the account is closed yet reporting an available credit for this account online. I never received a notice this account was closed, nor did i have the option to dispute this, and I would not have suspected this account was closed because the website states an available balance. 6. To investigate this matter I went to the added expense of pulling my credit, and was surprised to find out from my credit report that this account was closed despite the fact that the credit reporting shows it is never late ( Exhibit 2 )
Company Response: Closed with explanation

Timely Response

2018-09-07

Glendale, CO

Incorrect information on your report

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

Account information incorrect
Complaint: I noticed on BBVA COMPASS Visa credit card website that there were XXXX late payment charges for XXXX and XX/XX/XXXX. I called the credit card customer service on XX/XX/18 and spoke with a female customer service representative who saw the late fees listed and told me that I needed to pay {$33.00} and offered to take the payment over the phone and I opted to pay at the website. I inquired why auto pay did not take care of those payments when they were due as they had always taken care of them Before. She told me that the auto pay feature on the website was down for maintenance until Sometime in XXXX. I requested to have the late fees reversed and a correction sent to the credit bureaus as my auto pay was always paying correctly and no notice was sent to me that the feature would not working for a period of time. She said she was not impowered to fulfill my request but that she would send it electronically to a management oversight team for review of my complaint and request. No confirmation # was offered to me. She then offered to mail paper work to me to fill out and mail back to re- set up auto pay. I declined stating that does not sound efficient and opted to set up future payments from my BBVA checing accounts bill pay feature. I checked the website today and there was no reversal of the late fees. I then called the credit card customer service line once again and spoke with representative XXXX and explained my complaint and made my requests known once again. He said he saw no record of my previous phone call and that there were no agents notes on my account and no confirmation # listed for a escalation ticket. He then verified with the IT department that indeed the feature on the website has been pulled offline and will not be restored until sometime this month. I requested to escalate my call to a member of the management team. The next person identified himself as XXXX and I reinterrated my concerns and that I wanted corrections to be made right away. I also added that because of bank errors I was further punished by a {$1000.00} reduction on my line of credit. Which further hurts my credit score. I told him of the verification of auto pay being pulled off line for maintenance per XXXX verification with the IT department. I also asked, then how did I know about the software maintenance issue except for the first agents inquiry about auto pay? and that is when she informed me of the maintenance issue. He said because he could see no record of my initial call therefore, he could not adjust the late fees but that he would place a ticket for account review but it would probably take about a month for the review and that they will.most likely decline the request since no record of my call was showing in their system. He submitted a ticket with conformation # XXXX. I advised him that I would be filing a complaint with this Federal agency as well as the XXXX and I requested that he send this added information so it would be part of the the tickets information. In summary I have been victimized financially as well as damage to my credit score, by this financial organization per their own failure to notify customers in advance when known future technical issues can create problems for the customers who will then be punished through no fault of their own. It is assumed that i am lying about the initial call to them. I have no control over their internal systems of technology or control over their employees. Its a known fact that technology can and does fail from time to time. Where is a policy of customer first?
Company Response: Closed with monetary relief

Timely Response

2018-09-07

San Angelo, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-09-07

Scottsdale, AZ

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-09-07

Scottsdale, AZ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I used the BBVA app to make my loan payment on my car, {$290.00}, on XX/XX/2018. As is standard practice, I received a confirmation code to use to submit my payment. Because of the holiday the payment dud not pist immediately to my checking account. Finally, on XX/XX/XXXX I was horrified to see there were 3 car payments in pending status on my bank website. My balance was overdrawn by more than {$400.00}. I immeciately called XXXX. The rep took my number and assured me only 1 payment would go through. He said he would call me back that day as well. I also called my bank, XXXX XXXX. They told me since the transactions were in pending status they could be cancelled by the merchant so to wait for 24 hours and call back if needed. Today, XX/XX/XXXX, I saw that in spite of my their error, BBVA had processed all 3 payments! My checking account balance was almost - {$500.00}. I called them again, irrate. I received the same promise that paperwork would be sent up the ladder, and eventually a check would be remitted for 2 payments and mailed out to me. In spite of me demanding it be electronically deposited back immeciately into my account, they insisted that could not be done and it would be over 10 days before a check could be mailed. I called XXXX XXXX to update them on the reason for my increasing negative balance. I have other bills and automatic payments coming through my account and dont want them rejected, or my account closed. They are aware of the horrible position BBVA has put me in and will hopefully make the automatic payments as they come in in spite of my growing negative balance. The overdraft fees are astronomical, in the meantime. I pay my bills on time and did nothing wrong. BBVA took 3 payments from my XXXX XXXX checking account and put me in a desperate financial predicament. I have no money to buy food for my children, gas for my car, or pay other bills. I am at the mercy of BBVA until they decide to mail me a check. They claim they can not electronically refund my money even though they took unauthorized payments from my checking account. I dontmake a lot of money but Ive always been able to meet my responsibilities to my children, my creditors, and landlord ... until this week. Im pleading for your help and thanking you in advance for anything you can to do help me. I dont know where else to turn. I dont know if I can recover from a financial blow like this. Respectfully, XXXX XXXX XXXX
Company Response: Closed with monetary relief

Timely Response

2018-09-07

Galt, CA

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

2018-09-07

Acacia Lake, TX

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