BBVA FINANCIAL CORPORATION

2018-09-06

Long Beach, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-09-06

Lompoc, CA

Fees or interest

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

Problem with fees
Complaint: Problem is BBVA Compass Bank explicitly told me it takes them two days to process a payment. ( the representative told me this ) so if the due date is XX/XX/XXXX, and my banks online payment check arrives on the XX/XX/XXXX, the two days of processing incurs a late fee even though the payment arrived on time, the XX/XX/XXXX. In order to avoid the late fee, they claim I need to have the payment arrive two days BEFORE the due date. Most recent example was this : My bank 's online check ARRIVAL date was set two days prior to BBVA Compass Bank 's due date of XX/XX/XXXX. So the check arrived on XX/XX/2018 which is a Friday. The payment finally posted to my BBVA Compass Bank account on XX/XX/XXXX. XX/XX/XXXX is a Saturday, the XX/XX/XXXX is a holiday the XX/XX/XXXX is working day and they post the XX/XX/XXXX. {$37.00} late fee is charged. This is the fourth time I have called BBVA Compass Bank on this problem. They can not have a certain due date, then claim it takes two days to process and charge a late fee. They need to have the late triggered two days AFTER the due date if they want to process for two days. I called BBVA Compass Bank and they reversed the fee but charged a minimum {$1.00} in interest fees
Company Response: Closed with monetary relief

Timely Response

2018-09-06

Moore, OK

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-05

Beyersville, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I initiated a wire transfer in late XX/XX/XXXX to ensure I had adequate balance to cover the upcoming rent. However, much to my chagrin, I find that everything that posted over the long holiday weekend was processed to my account on Tuesday, XX/XX/XXXX, with no logic on order of processing other than bank whimsy. I was hit with multiple {$38.00} NSF fees ( six at last count ), including two for charges which were under {$7.00} each, and for which I had a positive balance at the time of the transaction! Rather than processing the incoming wire in queue first ( which was initiated days before the transactions in question ), the bank processed every other debit to ensure they maximized their NSF " gains. '' I have been a customer for 21 years, and this is untenable. They have offered to reverse two of the fees, but I will not accept less than all of the fees being overturned. This is hugely unfair, and really lets me know what this bank thinks of its clients. Same as all banks, I guess ... .we 're all cash cows ...
Company Response: Closed with monetary relief

Timely Response

2018-09-05

New Port Richey, FL

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-09-05

Atl, 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

2018-09-04

Houston, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-09-04

Fort Worth, TX

Fees or interest

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

Problem with fees
Complaint: I mailed a payment to BBVA Compass in the amount of {$7000.00} to pay off the bulk on my credit card balance on XX/XX/XXXX. My payment was deliver to the company lock box on XX/XX/XXXX. On XX/XX/XXXX ; I made my 1st call to the company inquiring about the check not posting to my account. I was told that I could not trace an un-applied payment until after the due date had past. I asked about late fees and was advised that the company would waive late fees once the payment was applied. As I monitored the account daily ( multiple time ) I was concerned that the check had not posted to the account although it was delivered on the XXXX. I began to call daily and it was not until XX/XX/XXXX I was finally issued a ticket number ( XXXX ) to begin researching my missing payment. I called on XX/XX/XXXX and was told that it would take 4 to 5 business days to get resolution and not to worry about late fees as it could take up to 10 business days for a check to post to the account. On XX/XX/XXXX, I had a late fee post to the account and I called to have the fee waived, inquire about the payment research and made an online payment to ensure there would be no negative impact to my credit. The payment was not reflected on my account until XX/XX/XXXX. I called BBVA Compass on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX regarding this issue and could not get beyond the incompetence of the Customer Service team. I repeatedly asked to speak to someone that could help and got nothing, I verified and re-verified information that agent entered the system wrong and to this date have not received the call back I was promised to resolve my issue ( I provided my cell phone and the number for contact ). On XX/XX/XXXX the check that I had been asking about arrived in the mail at my home. By this time, I had already asked the issuing company to cancel the previous check and resend another check so that I could pay the bill. That check will be taken directly to the bank for payment today, XX/XX/XXXX. Due to the inability of BBVA Compass to effectively provide customer service, process payments and provide customer assistance, I have been charged additional interest, received a late fee, and negative information ( late payments and over the limit ) has been reported to the credit bureaus. I want BBVA Compass to make me whole with these fees and interest and correct the reporting to my credit report. Had BBVA Compass done their job, I would not have negative items on my report and there would not have been an interest charge of {$110.00} on my account. I can not get any assistance from BBVA Compass and therefore am asking for your help.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-01

San Francisco, CA

Problem when making payments

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

Problem during payment process
Complaint: I tried to make payment with company and everytime I do so, it gets rejected. I don't have any troubles with no other credit card but this one. I called them several times, and was told they made an error of not getting my account number right from my bank to make the payment to there credit card. I received a bad inquiry on my credit report and lost more then 50 points to my credit report and also had 3 other credit cards drop my credit limit due to there mistake and tell the credit bureaus that I was 30 days late. I try to make payment over the phone and they don't take a mastercard debit card. I also tried to give them my routing and number and checking number and they said there system is old. I have to go to a branch and make a payment, which is inconvenient to me because its a 30 min drive from where I live and work. I think this bank is a joke and needs to get better service. I have documention showing I tried to make payment and then shows being returned and then company charging me a return fee. On my document I submitted there is a lot of return payments. Payment reversal dates are XX/XX/18, XX/XX/18, XX/XX/18, XX/XX/18, XX/XX/18, XX/XX/18, XX/XX/18, XX/XX/18. As you can see its every month and I try every month to pay. Please look at documents I uploaded.
Company Response: Closed with non-monetary relief

Timely Response

2018-09-01

Santa Ysabel, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I lost my check book on XX/XX/XXXX. I notified BBVA compass bank at once. They send me a secure message on XX/XX/XXXX to confirm that they have started to freeze my account ( Attachment 1 ). On XX/XX/XXXX. Someone tried to charge my account which incur {$32.00} NSF fee ( Attachment 2 ). From the federal laws, I know that I am not responsible for unauthorized charges and fees after I notified the bank. I had to switch to other banks and argue with their customer service about this charge. I even received a letter from them that threatening they have marked it as charge off and will send them to collection agency.
Company Response: Closed with explanation

Timely Response

2018-08-31

Marvel, AL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/2018 My daughter went to the local XXXX XXXX. She made a purchase of gas at the pump for {$11.00} with my debit card. Later that evening around around XXXX XXXX. I looked at my account and noticed that there was a charge for {$99.00} I knew she did not make a purchase of gas for this amount because her car will not hold that amount of gas. I called her to see the exact amount she got and she said she only got eleven dollars and some change because her car was almost on full. I immediately called Compass BBVA customer service and informed them. The customer Service department transferred me over the dispute department to submit and unauthorized claim dispute in which i did. The representative asked me if i had the receipt i informed her that i did not think she did that the gas was paid at the pump and we normally don't get receipt and sometimes it doesn't event print out a receipt when selected. She stated that if she did get one to email it. I asked how long it would take she told me that it usually take 10 days and that they would call me to notify me of the results. She also asked if i had spoken with the station i told her no that i was not in town at the moment but would call them. I did call and some man answered the phone i tried to explain to him what had happen but he did not speak English well and i was not sure what he was saying the only thing i could understand was that the bank would give me my money back in two or three days. The next business day which was Monday i went down to XXXX and spoke with the manager who was there, which was XXXX. I explained to XXXX what happen. XXXX told me that the bank put a hold on my card when you pay at the pump then release it. She told me to give it until Wednesday and then if it had not put the money back into my account then to come let her know and they would see what they could do. Wednesday came and i notice that on my account the cost for the actual amount of gas that my daughter had purchased had been charged to my account which was {$11.00} but the {$99.00} was not returned to my account. So I went back to the XXXX and spoke with XXXX again. I explained to XXXX that my account was charged the actual purchase amount but the {$99.00} was not placed back into my account. She then stated that they needed documentation from the bank. I told her I can show you this on my mobile banking and I did. Once I showed her this and she saw the charges and that the money had not been returned and that there was nothing pending she stated she needed a statement form the bank saying there was nothing pending. I told her I would just make a dispute with the bank and let them handle it because I was not going to hand over my bank information to them after being overcharged. I called the bank that day and told them all that had happened and asked them if they had my money on hold or was it the XXXX. That someone is not telling the truth and someone took my money. The bank assured me that it was not the bank and that they would resolve the issue. After 2 weeks of waiting and no call from them on the decision of replacing my money I called them today. The told me that my Unauthorized use claim had been denied because I didn't have a receipt which I told them the very first day that I did not have a receipt. I decided to go to the local branch and speak with a financial officer which turned out to be the manager. I explained to him what happen he pulled up my account and reviewed it as I explained to him what happen. When I told him I allowed my daughter to purchase the gas for her car using my card. He stated that because I let her use my card or as he called it lent her my card that was the reason it was denied. I told him if that was the case then every parent with a child will be denied unauthorized use charged because no just gives their child cash money to loose or to be robbed for. So which is the truth I will never know because they have been lying from the start. I also really can not understand why I would need a receipt because she used my bankcard and it tells the time, date and place the card was used. I don't have a receipt, many people don't get receipts at the gas pumps and most gas pumps when you ask for a receipt it will not print. As their customer I was supposed to be protected from unauthorized charges on my account. I have been a customer with this back for over 10 years and they are going believe a merchant who took my money without authorization because I can't produce a receipt for gas at a pump where most people never get a receipt. Compass bank is really not what it used to be. I work hard for the money and I don't have to lie to get money. I work for everything I get. When someone or a business does this you expect your bank to protect you from fraud as the so boldly boast about in the commercials. This bank is asking me for proof they already have. I don't know if the bank has my money or the merchant but either way this bank should have protected me from this unauthorized charge with or without a receipt. And to the suggestion that the bank manager made suggesting that my daughter spent {$100.00} at a XXXX XXXX is shameful. My account is my receipt. BBVA Compass reputation will proceed them by word of mouth and Social Media.
Company Response: Closed with monetary relief

Timely Response

2018-08-30

Mauston, WI

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

2018-08-29

Hinsdale, IL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: I opened an account with XXXX which is part of BBVA compass as per the bank statement I receive. They had a sign-up bonus of XXXX . I have met the terms of promotion. They still have not deposited the XXXX $ and don't give me a good response when I contact them. They have stopped responding all together now. This is a breach of their terms.
Company Response: Closed with monetary relief

Timely Response

2018-08-29

Jacksonville, FL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I am currently a Bbva customer, I have been charged nsf fees in the amount of $ XXXX.They stated that I didnt have funds available. As a matter of fact, I had more than available funds in the account to cover the transactions. This bank is operating just like XXXX XXXX used to do, they hound you like crazy when you go into their branches and when its time for them to resolve an issue for a customer, theyre no where to be found.
Company Response: Closed with monetary relief

Timely Response

2018-08-28

Mc Kinney, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-08-28

Avondale, 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

2018-08-27

Philadelphia, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: BBVA compass refused to honor {$200.00} signup bonus for opening a checking account and establishing eligible direct deposit. BBVA ran a promotion in XX/XX/2017. The detail of the promotion is : " BBVA Compass is offering a bonus of {$200.00} when you open a new checking account and complete the following requirements : Receive a direct deposit of at least {$300.00} within 60 days of account opening. '' I opened an checking account on XX/XX/XXXX and got the email on the same day. I set up direct deposit. For example, a direct deposit of {$5400.00} from my employer was successfully deposited on XX/XX/XXXX ( CREDIT FOR XXXX XXXX XXXX ). However, I have never received any {$200.00} bonus up to date. I've reached out to the customer service and talked to a supervisor ( XXXX XXXX ), but she claimed that I am not eligible. Thus, I am filing this complaint, and I hope CFPB will be soon aware of this. Thank you very much.
Company Response: Closed with monetary relief

Timely Response

2018-08-26

Charlotte, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: BBVA Compass bank misled us during the housing crisis in 2011 when we sold our home in XXXX, FL. We sold our home at a lower price than it was worth. We were desperate and sold our home for {$170000.00} to the buyers. There was still a balance of approximately 77,000 dollars after the sale. Instead of a short sale, we have been paying on this balance which shows up as a mortgage on my credit report since 2011. After paying on time for 7 years, we still owe them XXXX ( no late payments ), indicating that we have been paying mostly interest and our loan is set up as a mortgage. We never got any official papers regarding this arrangement, and they still had a lien on the property in question that we sold in XXXX, Florida until we called several times to advise them of this. It is still showing up on my credit report as a primary mortgage. The person that set up the transaction has never returned my phone calls over the past several years since this transaction took place. I am a mother of XXXX young children, my husband is unemployed, and we are sinking under this debt financially. I have never missed a single payment, but we are struggling and would like to be forgiven of this loan which was a true misrepresentation. We did not short sale officially, but in essence, that's what is was. Our family is really struggling to make ends meet. We really need your help.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-24

Denver, CO

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-08-24

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: My elderly father and his wife have health issues and are no longer able to manage there financial affairs. I went to BBVA Compass on XX/XX/XXXX with him so i could also be assigned to his checking account. Once i looked at his account, i noticed a monthly charge of approx {$80.00}. on XX/XX/XXXX I inquired about this and BBVA said they have overdraft protection and they owe {$1900.00}. I also asked how much interest BBVA charges and they said it's 21 % APR. I asked my parents and they had no idea they 1 ) owed {$1900.00} ( no where on their bill does it show this outstanding balance and 2 ) they have no idea they were paying 21 % which seems to be a hefty and unnecessary charge. After going into a Compass Bank branch in XXXX on XX/XX/XXXX @ XXXX to ask about waiving the finance charge, the teller said i had to call. after more than an hour explaining my plight, they said they were unable to rectify my problem without first paying the entire {$1900.00} so they could close the account. I reiterated my problem wasn't with paying the principle but the interest. They said they could connect me to my branch and they can take care of it. I was transferred to XXXX XXXX XXXX XXXX TX XXXX location and they told me i must come in to their branch ( which is over 45 minutes away ). They have been charged {$540.00} in interest in XX/XX/XXXX and {$260.00} in XX/XX/XXXX. I only want the interest charge waived and I will pay the principle. My parents have been getting charged by BBVA for over 10 years @ 21 % interest without knowing and dare i say, being told they are being charged this high of an interest rate.
Company Response: Closed with monetary relief

Timely Response

2018-08-23

Bellaire, TX

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

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

Investigation took more than 30 days
Complaint: XXXX has totally XXXX my credit up putting on stuff that is not mine ruined my credit this has taken 120 days and still not fixed after ftc and fcra sent over with police report
Company Response: Closed with explanation

Timely Response

2018-08-22

San Antonio, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-08-22

Desoto, 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

2018-08-21

Palm Bch Shrs, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-08-21

San Antonio, TX

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response