BBVA FINANCIAL CORPORATION

2018-07-23

AL

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I have my automobile loan through BBVA Compass Bank. On XX/XX/18 and again on XX/XX/18 they withdrew my husbands truck payment twice out of our account, causing it to go into a negative balance. i have called BBVA and nobody was able to send the check back right then. They keep telling us it will be 7-10 business days. NOTHING has been sent to us yet. When we call them they always give us the run around about whats going on. I want my {$600.00} back that they took and will not return. Now the truck payment is due again and we are still out the {$600.00}. They through our bank account into the negative while we were on vacation and i was not around to do anything about it. it cost me {$60.00} in overdraft fees and another {$20.00} to transfer money. I will refinance this through another company. Also i spoke with a couple of different managers who all told me something different. This business is not professional at all!
Company Response: Closed with monetary relief

Timely Response

2018-07-22

Foothill Ranch, CA

Incorrect information on your report

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

Account information incorrect
Complaint: I have no idea why there is a {$10.00} fee on my Compass credit card. It is incorrect. I have called and emailed the company many times to fix it and change my credit report to never late. I take pride in my great credit and BBVA is messing it up. I have tried many time to call and speak to a person at the company and have been left on hold for hours. I can not believe it is one of the biggest banks in the world and is unable to be reached. I am very upset and plan to take this to the highest levels.
Company Response: Closed with non-monetary relief

Timely Response

2018-07-22

Allentown, PA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-07-22

Oxford, GA

Problem when making payments

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

Problem during payment process
Complaint: I can no longer login to my BBVA Compass credit card account. When I attempt to call the company, the phone number listed on the back of the credit card abruptly disconnects with an error message before I can talk to anyone. I called a separate phone number, and the technical support rep assured me they would send me an e-mail to reset my account, but the message never arrived. Although, an e-mail from Compass did arrive, it didn't have any instructions on how to reset my password. I have been dealing with this issue for about a week. I just want to pay my bill, but the company won't allow me to.
Company Response: Closed with explanation

Timely Response

2018-07-21

Albany, OR

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with explanation

Timely Response

2018-07-21

Mabank, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Made ATM deposit at CompassBank in XXXX, TX with 2 checks. ATM didn't give recpt and no record of dep on XX/XX/2018. I called custmr serv and put in dispute XX/XX/18.Went to bank XX/XX/2018, they found checks ( XXXX and XXXX ) said unable to give credit research with XXXX XXXX and takes up to 10days. I informed branch manager my landlord charging late fees and possible eviction. He said show them a copy of research request. Didn't write letter. Landlord req letter to offset fees which totaled over {$200.00}. I called customr serv again for letter XX/XX/18, they said will send lettr in mail and go to branch to hav faxed copy. Again, go to branch in XXXX, TX XX/XX/18 they said non letter was there from customer service. While at branch I called custmr servc spoke to suprv, she said would hav fax sent to branch in 3 hours. I go back still no letter after 3 hrs, called cust service and again I spoke to another supervisr, extremely frustrated due to agent said he was told by anothr suprv they WOULD NOT send a letter because the day before they refunded checks. I asked to spk to that supvr, he got on phone and identified himself as XXXX XXXX and yes I was not going to get the letter and the prev supervisor had given wrong information. Said to hav branch call and ask for Dept One. Branch employees looked surprised he was giving this info. While I was speaking to branch, XXXX XXXX hangs up the phone. While I understand there is a process, I should not be penalized for deposit not showing up, causing possible bad credit with my landlord and fees. XXXX XXXX is a poor example of a CUSTOMER SERVICE supervisor. Poor skills almost " defamation of character '' in regards to talking about previous supervisor. Also against the company that he works for. When I told him I would file complaint he said " you should ''. The original request for letter was XX/XX/2018. Told XX/XX/18 they would give a letter and at that time checks were still not credited.
Company Response: Closed with explanation

Timely Response

2018-07-21

Greenwood, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: BBVA Compass bank provided me with misleading information about the funds in my account, which caused me to overdraft and be charged over {$120.00}. Between XX/XX/2018 and XX/XX/2018, I initiated 4 transactions relying upon the account information provided to me on their mobile app. Both thof available balance and posted balance were the same and indicated I had funds. Upon making these transactions throughout the weekend they were not even showing as pending in my account until XX/XX/2018. I dont not believe I should put be charged NSF fees having relied on the erroneous account information they provided. Further, in my previous interactions with the bank, they told me to set up overdraft alerts so that I wouldnt be charged so many NSF fees. Their alerts are useless becaus 1 ) the transactions dont even show as pending into the account until a few days after making a transaction ; and 2 ) the email and mobile alerts dont even alert you until almost 48 hours after the account would go negative. Every bank Ive previously had would show pending transactions that have a {$1.00} hold in the account. This bank doesnt do that ( despite showing a pending account balance ) and deceives their customers in order to charge them grossly unfair overdraft fees. On XX/XX/2018 I spoke to a banking representative and unsuccessfully asked to reverse my NSF fees. During the conversation I asked them to opt me out of courtesy overdraft payments so that I can stop incurring their rediculous fees. On XX/XX/2018 and XX/XX/2018, they have charged me {$96.00} in NSF fees. They told me these fees would stop and that the transactions just wouldnt authorize.
Company Response: Closed with monetary relief

Timely Response

2018-07-20

Mesa, AZ

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-07-20

Spokane, WA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: The date of last activity on this account was XX/XX/XXXX. Compass is illegally reporting 120-180 day lates through XX/XX/XXXX. I have tried to resolve this a few times through the credit bureau dispute process and Compass just ignores my request for correction. See screenshot of my credit report attached
Company Response: Closed with explanation

Timely Response

2018-07-20

Morrisville, NC

Managing an account

Checking or savings account: Savings account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-07-20

San Antonio, TX

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with monetary relief

Timely Response

2018-07-19

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2018-07-19

Mesa, AZ

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-07-19

Loveland, CO

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-07-19

Acacia Lake, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-07-18

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-07-18

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response

2018-07-18

Brooksville, 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

2018-07-17

Skipperville, AL

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 monetary relief

Timely Response

2018-07-17

Oakland, CA

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-07-17

Miami, FL

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-07-17

Birmingham, AL

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-07-16

Saint Petersburg, FL

Unauthorized transactions or other transaction problem

Money transfer, virtual currency, or money service: Mobile or digital wallet

Company Response: Closed with monetary relief

Timely Response

2018-07-16

Seattle, WA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-07-16

Kingman, AZ

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response