BBVA FINANCIAL CORPORATION

2018-08-04

Dothan, AL

Confusing or missing disclosures

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Company Response: Closed with explanation

Timely Response

2018-08-03

FL

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I had a hard credit inquiry done by XXXX without my permission and knowledge, please remove this off my credit. It was done on XX/XX/2017.
Company Response: Closed with non-monetary relief

Timely Response

2018-08-02

Colo Spgs, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: My account was overdrawn with BBVA Compass Bank due to a returned check but I am disputing unauthorized charges with another bank to get the money back to bring the account positive. I have been making deposits in the meantime to get the account back to a positive status but they're charging me {$25.00} each week for " extended overdraft fees ''. I now have an additional {$50.00} on top of a returned item fee. It is exorbitant and predatory. Anything you can do to assist me is much appreciated. I have no problem paying the original returned item back but I should not be charged {$25.00} every 7 days for something that I have been making efforts to pay back.
Company Response: Closed with monetary relief

Timely Response

2018-08-01

Lancaster, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-08-01

Okc, OK

Incorrect information on your report

Vehicle loan or lease: Loan

Account information incorrect
Complaint: I was in a car accident and had a total loss on my XXXX XXXX. I contacted the lender and made them aware of the total loss, let them know who my insurance was, and that a check would be on it's way. My total loss occurred on XX/XX/XXXX. I followed the processes immediately that were necessary. I stayed in constant communication with the lender and made them aware when XXXX XXXX sent the settlement check. Additionally, I let them know that the GAP insurer would be paying out shortly after, but that the check had to be transferred from XXXX XXXX before they'd pay out. I was told that they couldn't find the check and that it could take up to 4-6 weeks. I called XXXX XXXX and they stated that the check was signed for on XX/XX/XXXX, however it wasn't processed until XX/XX/XXXX. I had to call and throw a fit, giving them the tracking information and name of the person who signed for the check in order to get it applied so that then the GAP insurance would pay out. We are waiting now on the warranty refund to pay out ( which doesn't happen until GAP insurance releases the amount to be refunded ). Now, my payment ( on a note that has gone from XXXX to XXXX ... .so obviously funds have been sent ) because BBVA Compass held onto a check and didn't deposit it for 2 weeks. This greatly delayed my process in getting the account paid off in full and closed. BBVA Compass is now threatening to put a negative mark on my credit if I don't make a payment of {$280.00}. I have another loan with them now for another car and can not make 2 car payments in 1 month when this should have already been paid in full had THEY not delayed the process. They wouldn't even deposit the check they were holding until I threw a fit about it. This is ridiculous.
Company Response: Closed with explanation

Timely Response

2018-08-01

Chula Vista, CA

Money was taken from your bank account on the wrong day or for the wrong amount

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

Complaint: I started working for XXXX as a delivery driver.This requires that you pay for your own gas. Therefore in order to do this job you must spend at least {$20.00} a day for gas to get to your pickup 's and dropoff 's. Because XXXX takes about 10 days to get your first paycheck unless you have about {$200.00} in the bank before you start working for them you will run out of money to pay for gas in just 3-4 days and can't work till you get paid. Now XXXX has a feature built into their App that lets you transfer money you have made the same day as long as there's at least {$5.00} in your XXXX account. They have a service they use to do these instant payment which charges the driver {$0.00} per money transfer to your bank account. When you do this you usually have your money in about 15 min. So I looked on the Internet to see if there was a third party company that could do this same kind of instant money transfer. I found this company called XXXX. They promoted you pay what you feel is fair for their transfer. You could even pay XXXX XXXX you like. So this looked like what I wanted, so I gave then my bank account info so they could do direct deposit. What was different with XXXX than the instant transfer XXXX uses is XXXX dosent have direct access to XXXX 's system and therefore XXXX had you take screenshots of your daily Time sheets showing the amount of money you made that day. You would upload one of your screenshots of your time sheet to the XXXX servers. They would look at it and once they approved it they would credit the amount on your timesheet, minus they tip you agreed to pay them to your XXXX App account. From there you click the transfer button and they sent this amount they are loning you to your bank account in as little as 19 seconds or as long as 24/hours. Now XXXX stated in the instruction 's that the monitor my XXXX account and will only take back the amount I took from them up to the amount XXXX would be depositing into my account on my payday which is every Thursday. The problem is After I made my first two transfers one for $ 24/and one for {$54.00}. XXXX was suppose to take the money 7days latter when this amount I took from XXXX equal to the amount My Tinesheets from XXXX showed would be paid to my bank the following payday. Instead XXXX tried to take these two payment the day after my last payday.from XXXX and not the following week when XXXX would deposit my pay associated with the Tinesheets I sent XXXX along with any money I didn't have transfered that I made the previous week. What XXXX did by not waiting until they were suppose to take the money out caused my bank account to go negative balance and get charged two overdraft fee from my bank totaling {$64.00} because that Payday I only.made {$25.00} the previous week from XXXX. As soon as this happened I notified both XXXX and my bank that XXXX made a mistake by not waiting until the following week to take their payment like they were suppose to do causing me to get two overdrafts totaling {$64.00} and they need to make this right since this was their fault. I also contacted my bank and explained what happened. After 3 days I got no response from either of them and at this point I knew in four days when XXXX deposited my pay, my bank would take the $ XXXX/away from me and if I didn't stop XXXX from taking their money, I would have about {$30.00} to pay for gas and eat for the week which was impossible to do. So I sent XXXX an email which is the only way to contact them. they don't have a phone number to contact them, telling them that because they screwed up costing me {$64.00} in overdrafts I was revoking my permission for them to take anymore money from my bank account and I would mail them the money I owed them. I then sent an email to my bank explaining all this to them and ordered.them to not pay anymore ACJ payments that come in from XXXX. One day went by with no answer from either of them so now my prior to three days window would be gone the next day, so I sent them both the same letters again, next day no response from either so I sent the same letters to both for the next three day prior to my payday to try and stop XXXX from taking any money from my account. I even went to one of my bank branches and told them do not pay anything from XXXX. I explained I have been sending them emails for 6 days telling them not to pay XXXX anything from now on. The teller told me they can't do anything to block the transaction. That is when I pulled my phone out and showed her that the law requires that they block payment if I have informed the payee I have revoked their permission to withdraws money from my account and your bank has been noted several times and now I'm notifying you, do not pay XXXX any money from my account. If you do it will create s hardship for me because I will have no money to put gas in my car to work and it will cause me pain and suffering because I will not have money to buy food. Her response was OK Mt. I will let the corporate office know this. The next day on my payday my bank did nothing to stop it and along with their $ XXXX/overdraft fees.and.the money XXXX took from my account I had less than {$30.00} left in my account for a week. I since then filed a dispute with my bank for the money XXXX took from my account along with the Overdraft fees be refunded but they told me it will take at least 10 days before they would refund any money back to me. Meanwhile I ran out of money yesterday haven't been able to work and will have to go without food for two days and then I don't know if more money will be taken from me without permission. This is s perfect example of what happens when you deregulate too much with no pentalies, companies.ignor the law and people suffer.
Company Response: Closed with monetary relief

Timely Response

2018-07-31

Aurora, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-07-31

TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have been trying to get my account either unfrozen or closed with a check mailed out or have the eft transfer sent back to the bank it came from since XX/XX/2018. I initiated a electronic transfer from my wife 's bank account with her permission and her physically next to me when i did it. we did the transfer because i have a different account and we where waiting for her new debit card and we needed to pay bills. My bank Simple Bank who's owned by BBVA COMPASS started the account verification process to make sure it wasn't fraudulent and that permission was granted. They do this by making two small deposits that are under a dollar each and then i would have to verify the two amounts. This process is supposed to verify at least two things The identity of the other account and to make sure it gets verified. I verified the two amounts and was allowed to initiate a electronic transfer. Simple Bank transferred the money as soon as the money was deposited into my account they froze my account. I asked them why they froze my account and they told me it is because they need to verify the external account. I was confused because they were supposed to verify the external account before allowing me to transfer money. at least that is what i understood by their so called " external account verification process '' which is supposed to take 3-5 business days to do before allowing and transfers. They wanted two bank statements of the external account, a copy of my social security card and a picture of my license or ID. I have two poroblems with that, first i don't feel comfortable sending vital documents over an email secured or not. Two, I can't get the bank statements or anything from the other account because that bank closed the account due to unrelated reasons. I asked them to send the money back to the external account but they claim they aren't allowed to do that. I asked them to close the account and send a check to me, they claim they can't do that either and they refuse to unfreeze the account unless ALL of the requested documents are sent. My wife and I, Need that money back to pay bills we are behind on now because of this. I know they have the authority to close any account at any time for security resons. I dont care if they do that as long as i get all of my money back {$2500.00} to be exact. That was the amount of the transfer. The total available balance in the account is {$2500.00}. I need to recover that money
Company Response: Closed with explanation

Timely Response

2018-07-30

Jupiter, FL

Closing your account

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

Company closed your account
Complaint: Bbva compass closed my account. I received no notification it was just closed and then when i contacted them in regards to when i will recieve my funds I was given no direct response. I then tried to reach back out XX/XX/2018 and the company blocked my number providing me with a busy signal XXXX everytime I called. I had to call from another number this indicated that the company purposely blocked my number. I will like for bbva compass to return my funds and give me a direct response on when i can expect to recieve it.
Company Response: Closed with monetary relief

Timely Response

2018-07-30

Abram, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-07-30

Montgomery, TX

Opening an account

Checking or savings account: CD (Certificate of Deposit)

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2018-07-30

Fort Worth, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-07-30

Adams City, CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-07-27

Jupiter, FL

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble getting information about the card
Complaint: XX/XX/2018 I recieved my direct deposit and the moment i used the card the account was closed. I callsd bbca compass clear spend and they sent me to XXXX XXXX when i asked how i would recieve my money. I need the company to send me my money my check asap.
Company Response: Closed with monetary relief

Timely Response

2018-07-27

Magnolia, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I had sent money through XXXX XXXX and was scammed by my party not showing up and getting to me like said. I have not received any form of product through these services. I got a letter that the bank was in my favor then i get a letter saying they are taking the money back which will overdraft my account.
Company Response: Closed with explanation

Timely Response

2018-07-27

Discovery Bay, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/2018, I deposited {$1300.00} in cash into the ATM at the XXXX XXXX XXXX in XXXX XXXX, CA and was only credited {$680.00}. The BBVA ATM takes in 35 bills at a time so I inserted my thirty-five {$20.00} bills, totaling {$700.00}. The ATM then asked if I had any more cash to deposit. Since I had another 34 bills totaling {$680.00} to deposit, I pressed 'Yes ' and inserted the other {$680.00}. After processing, the ATM then displayed a total deposit of {$680.00}. I was confused about the amount but there was no option at the ATM to go back so that incorrect amount went through. The deposit went through at XXXX XXXX PDT, after which I stayed for a while in the 24-hour ATM vestibule trying to resolve the issue over the phone. Due to offices not being open, I called back multiple times over the course of the past month and yesterday had a chance around my work schedule to make another visit to the bank. They told me that the investigation had been closed and that the ATM was not over, not granting me my {$700.00} that I am missing. I deposited {$1300.00} in cash so I am missing {$700.00} at this moment. I was in the 24-hour ATM vestibule around XXXX XXXX PDT when the transaction took place, where there must be a video record. There was also another person there who witnessed and can attest to these events.
Company Response: Closed with monetary relief

Timely Response

2018-07-26

Westminster, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-07-25

Sacramento, CA

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Company Response: Closed with explanation

Timely Response

2018-07-25

Bellaire, TX

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Complaint: I have several inquiries on my report that I did not authorize.
Company Response: Closed with explanation

Timely Response

2018-07-25

Dallas, TX

Attempts to collect debt not owed

Debt collection: I do not know

Debt is not yours
Complaint: Around XX/XX/XXXX/XX/XX/2016 BBVA Compass Bank said I owed them around {$19000.00} for a signed promissory note. I asked them multiple times to send me a copy of the signed promissory note and that keep sending me a unsigned copy of a note. Their is not a signed note because Compass and myself never signed one. See attachment of what they kept sending me. Since then, they wrote off the note as a charge off, turned it over to XXXX XXXX XXXX, and reported on my credit reports that I defaulted on their alleged note. I asked them and continue to ask to show me the signed note, which their is not one. How can someone default on a note that was never agreed to and signed by the 2 parties. Any help would be appreciated. Thank you. XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-25

Anaheim, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: To whom it may concern : I initiated a checking account with BBVA Compass Bank sometime near the middle of XXXX ( oldest statement I could find begins in XX/XX/XXXX to XX/XX/XXXX ) Early on into this relationship, I began having difficulties with the relationship with this institution. I had some fraudulent activity on this account, attempted to inform the bank, essentially my efforts to get resolution/help went without any sort of resolution. There is gymnasium near my home, to which I cancelled my membership in full compliance with the membership agreement. Unfortunately, the gym ( XXXX XXXX in XXXX, CA ) would continue to send in debits against my checking account which at {$32.00} was extremely expensive, inconvenient..you name it. One of the NSF ( after I decided to not continue a relationship with the bank ) was for more money than the amount in dispute, and subsequent to my request to close my account. Additionally when I opened the account, I was informed ( as I knew this was not an institution with extensive branches ) that the " closest branch was in XXXX, CA ) I went to the address as showing on the website, only to find that the branch was long since closed ... even thought there was a sign posted near the street, as well as on their website. My final PHONE call to customer service was the epitome of POOR service, as the person on the phone had little to no interest in helping me, and went as far to say " that she had other calls to answer '' ... apparently she was in that department with little/ few/ no other customer service agents?? Finally after several requests to CLOSE my account, and additional nsf charges accrued since I determine that putting funds in the account would be extremely imprudent/expensive, I received a letter from BBVA Compass that they were closing my account. Lastly, they sent this ( alleged money they stated I owed them in NSF charges ) to a collection agency ( XXXX XXXXXXXX XXXX ) On XX/XX/XXXX, I sent via certified mail ( see attachments ) a letter to the bank as well as the collection agency, both of which were not responded to in any manner. ( I will address the collection agency matter involved in a separate complaint ) Thank you in advance for your consideration. Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-25

Denver, CO

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-07-25

Grand Prairie, TX

Trouble during payment process

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

Company Response: Closed with non-monetary relief

Timely Response

2018-07-24

Florence Villa, FL

Problem with a purchase shown on your statement

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

Overcharged for something you did purchase with the card
Company Response: Closed with monetary relief

Timely Response

2018-07-23

Mesa, AZ

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response