BBVA FINANCIAL CORPORATION

2018-06-26

Federal Way, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Hi, So I had a XXXX shipment about a year ago have stopped. The shipment never left the store. However my account had a weird billing issue and I was still charged, rather than it being automatically reversed. Well I tried to dispute that charge and my bank said I had to sort it out with XXXX. Well with XXXX they said they couldn't refund me the balance. Here is my entire conversation with the disputes team. I've given up with the bank so I'll try and reach out to XXXX to seek a refund again. This is our chat convo with them XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-26

Atl, GA

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-06-26

Rancho California, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-25

Lewisville, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: When I opened this account they altered my address. Then when I asked them to change it they said there system would not let them correct it because it abbrevated words which did not make since because the last postfix of the address was not abbreviated. This concerned me along with my cell phone carrier that somewho set up a fraudlent bill pay on my account without my authorization. I later found out that I was being switched off of my cell phone account and someone else was stealing my service. I requested a dispute of charges for carriers made out of my account due to this which also lead to my online bank account being compromised and the claim was denied. Then the bank altered my bank account agreement to terms and conditions that I did not agree too like allowing the United States Post Office to change my address on my consumer accounts. I am a victim to mail fraud and idenity theft and this is how my mail keeps being diverted and then the statements I recieve in the mail are the fraudlent ones and have been altered at times before in the past so that I would not be aware of account activity. The United States Post Office has refused to provide me with a chain of address so that I can find out were my accounts keep being diverted too. I did not agree or authorized this change or agreement and it is against consumer protections laws because of idenity theft and fraud issues even at the Post Office. Then one supervisor at the post office read the change the BBVA tried to do to my account and he said that is illegal and they can not alter consurmer accounts. But the bank would not remove their new terms and conditions on my account and then said I had the right to close the account so I did. When I asked to a letter for proof the account was closed they told me that their was no such document to provide me that my account status was closed. All banks are provided to give the consumer proof that their account is closed especially onces that agreements were added to the account after I opened the account that I did not agree too which lead me to close the account since I was told I had the right to close it if I did not agree. Additionally, I have also been a victim to telecommunication fraud with this account which is all the more reason that I needed proof this account was closed. Lastly, the account that I opened was a clearchoice checking account and the consumer are to recieve free checks. I was told by the banker at XXXX XXXX that the cheapest checks were {$33.00}. When the checks were delivered I noticed the address was wrong and then the new ones were ordered and were only {$16.00} the second time which made no sense to me why the dollar amounts were different. Then the banker told me he would credit back check order cost and the credit was actually a {$49.00} cash depost. When I asked the bank where the cash came from I was told it was just how XXXX showed credits on the consumer bank statements which makes no sense. When credits are reversed or credit back it is done electronically. The bank does not withdrawl money out of their valut and fill out a cash deposit form for mistakes. I also believe this lead to them obtaining a fraudlent signature from me and applying it to an external bank account when I signed to pick up my debit card and checks for XXXX which lead external account fraud that I was not aware of nor authorized regardless of the signuature on file because I was decieved that it was for my single account there.
Company Response: Closed with explanation

Timely Response

2018-06-24

Carmel, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: +On XX/XX/XXXX at approx XXXX XXXX I contacted BBVA Compass Bank XXXX Customer Service to inform them of several atm withdrawal transactions that I did not make nor authorize. I only became aware of these withdrawals the day before and after questioning the roomates in my home and filing a police report, then did I proceed to notify BBVA. I can assure you that it was within the two day notification window. As I spoke to the representative over the phone on the XX/XX/XXXX I tried to give her as much detailed information as I could and I even offered to submit the police report that I had filed the day before but she proceeded to tell me that it was not necessary and if additional documents were needed in order to approve my claim then the investigator working on my case would contact me. My claim included 5 atm transactions starting on XX/XX/XXXX and ending on the XX/XX/XXXX of XX/XX/XXXX. Here is the exact amounts and dates : 1. XX/XX/XXXX XXXX 2. XX/XX/XXXX XXXX 3. XX/XX/XXXX XXXX 4. XX/XX/XXXX XXXX 5. XX/XX/XXXX XXXX I went on to explain what I believed happened and why I still had my card in hand but money missing from my account. You see, I live with 3 other people whom I share a residence with and with these other people friends come and go, etc. When I first noticed the unauthorized transactions I was unsure how it happened since my card was inside my wallet the entire time. It wasn't until I looked at the time span in between transactions and the obvious PIN number that I had written down next to my card that I began to come up with my theory. I am suspectful that one of my 3 roommates was the person who stole from me using the PIN number that I left for myself in case I forget it. It is the only scenario that I see making any sense. I tried to confronted everyone in the house but of course they all denied using it. I couldn't prove beyond a reasonable doubt who actually did it, all I could really do was file a police report and contact my bank. While I was down at my local police department filing my claim, the officer who took my report informed me that since I did not have valid proof as to which person in my household actual stole my card and used it, I couldnt press charges on anybody unless I had it on camera or a witness to the crime. He did tell me to contact my bank as soon as possible and I might be able to recover most if not all of my losses. So I did exactly what he told me to do and I contacted BBVA on XX/XX/XXXX. Another key piece of information I would like for you to know is that I suffer from a XXXX XXXX XXXX that I sustained when I was XXXX XXXX XXXX which has made my XXXX and XXXX quite difficult over the years. That is the reason as to why my PIN was even inside of my wallet to begin with. While I was on the phone with the claims representative I made sure to include everything that I could in order to make the claim go with ease. I knew that since I was filing the claim on a late Friday evening that more than likely it would not be looked into until the following Monday morning so when the claim representative informed me that I would receive a notice in the mail or an email updating me on the status within 10 business days, I knew that for at least the next week and a half my life was going to be extremely hard and distressing. During the wait I didnt receive anything via email or mail either asking for more information or a denial letter so I assumed that no news was good news. I had no reason to believe that the claim that I filed would be denied. I did everything according to my banks specifications regarding unauthorized transactions. Nothing I said was untruthful, misleading, or over exaggerated. Honestly, I wish that I could tell you the opposite. I never wished this to happen. I wouldnt wish this on anybody. Anyways, on the XX/XX/XXXX or XX/XX/XXXX business day I called back BBVA Compass bank to check the status of my claim because I haven't received a temporary credit like I was hoping to nor a letter. When I called in I was immediately transferred over to my claims representative and when we were finally connected I asked her about the status of my claim and I also told her that if she needed anything else from me I would be more than happy to get it for her. She told me to please wait on the line and after about a 5 minute hold she got back on the phone and rudely said Your claim has been denied. For a minute I sat on the line in complete shock. I then went on to ask her why and she replied, the person who had your card also had your pin on them and you stated it was one of the people in your house so because you know the person you have to file a police report and take it up with that person. When I told her that I wasnt sure who it was and that I had already filed a police report and was told that I needed to go through my bank, she rudely cut me off and said, there is nothing that we can do, you need to file a police report. And that was the end of that conversation. She was so rude and non-empathetic to my feelings, it was absolutely ridiculous. I have never been treated so poorly in my life. She treated me like I was the criminal and not the victim. I know that they did not thoroughly investigate this crime because if they would have pulled camera surveillance they could have seen that I didn't make those transactions. I have nothing to hide. I hope that whoever reads this letter tries to put themselves in my shoes and understand that this entire situation has been absolutely horrible and financially devastating. I am begging for you to look into this matter and see if BBVA had justification to make the decision that they did or if I was unfairly stereotyped and persecuted for doing the right thing. Thank you and have a wonderful evening. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-06-23

Hinkley, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: In XX/XX/2017 I had around {$100000.00} in my BBVA Compass bank account, I found out my step dad stole my money and was commiting identity theft in my name, I reported it to XXXX after I found $ XXXX in lines of credit and credit cards in my name, this money was my inheritance and it was stolen from me, along with my identity. I have filed affidavits and done all the proper steps under federal law for BBVA to handle this accordingly but has failed to do so, my attorney has filed a complaint with the Attorney Generals office of California - XXXX XXXX against BBVA Compass Bank for Banking negligence resulting in the loss of funds of claimant - XXXX XXXX. In the last CFPB response from BBVA Compass Bank all that was stated after a TWO WEEK investigation was dispute it ... I am asking BBVA once more to investigate and return my funds that are due to me under federal law. I contacted their dispute department at the number they provided me XXXX, I got someone who knew absolutely NOTHING. He said they arent able to dispute it and that they dont have to abide by Federal Trade Commission rules / laws and same for the CFPB, it was oblivious the man did not care about my situation and simply said oh its late so you know ... after ONE HOUR on the phone. I am asking BBVA FOR THE LAST TIME to return my funds that are FDIC FEDERALLY insured against fraud. This is not my issue, and will seek to obtain my rightful money.
Company Response: Closed with explanation

Timely Response

2018-06-22

Glendale, CO

Fees or interest

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

Problem with fees
Complaint: I have been trying to deal with this since XX/XX/XXXX, but this still hasn't been fixed. I set up an automatic payment in XX/XX/XXXX, which was never set up until XX/XX/XXXX. After setting up the autopay in XX/XX/XXXX via email, I assumed that would take care of minimum payments. However, it wasn't set up as promised, and I was charged a late fee because of their inability to set up this automatic payment. They waived this fee in XX/XX/XXXX. Then I was told that the automatic payment would go through. And guess what, it didn't again. So I missed the next payment too, and I was charged another 2 late fees even after multiple calls. During all these calls, I was told that the late fees would be waived, but they still weren't, nor were the automatic payments set up. Then finally the automatic payment was set up on XX/XX/XXXX, but I was still waiting on the refund of the 2 late fees. One was refunded, but the second wasn't. When I called back, I was told that they couldn't refund it, even though on the previous call they did tell me they would. Not only that, but they have been charging me interest on the late fees which they have not refunded. After talking to them for half an hour today they finally told me they will not be refunding the late fees, even though it was due to their fault that even after setting it up in XX/XX/XXXX and following up with multiple phone calls totalling to many hours of time, this was still not resolved. I feel that this is utterly unprofessional and I should be refunded the late fees since it was their inability to set up a simple thing like autopay that caused this whole mess in the first place.
Company Response: Closed with monetary relief

Timely Response

2018-06-22

Hinkley, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: In XX/XX/2017 I had around {$100000.00} in my BBVA Compass bank account, I found out my step dad stole my money and was commiting identity theft in my name, I reported it to LACSD after I found $ XXXX in lines of credit and credit cards in my name, this money was my inheritance and it was stolen from me, along with my identity. I have filed affidavits and done all the proper steps under federal law for BBVA to handle this accordingly but has failed to do so, my attorney has filed a complaint with the Attorney Generals office of California - XXXX XXXX against BBVA Compass Bank for Banking negligence resulting in the loss of funds of claimant - XXXX XXXX. In the last CFPB response from BBVA Compass Bank all that was stated after a TWO WEEK investigation was dispute it ... I am asking BBVA once more to investigate and return my funds that are due to me under federal law.
Company Response: Closed with explanation

Timely Response

2018-06-21

Arlington, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: There is already a pending complaint regarding this transaction. The bank has assessed me yet another fee on top of the last fee I complained about - which should've never been assessed in the first place. See the attached PDF. According to my balance history, when XXXX tried to debit {$64.00} on XX/XX/2018, my balance was XXXX. Instead of allowing the debit to occur, the bank rejected it and then assessed a {$38.00} NSF fee. I tried to resolve this with the bank directly and they claimed I'd already received two " courtesy '' refund of bank fees.. The problem is those fees were caused by a transaction I didn't approve, and subsequently disputed. Thus, those were not " courtesy '' refunds. They were necessary. And when that dispute is completed, I anticipate getting back 2 more {$35.00} overdraft fees from BBVA. But regarding this particular complaint, per the attached, you can see the bank assessed yet another {$38.00} NSF fee on top of the first one, which should've never happened in the first place.
Company Response: Closed with explanation

Timely Response

2018-06-21

Allentown, PA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-06-21

Bess, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-20

Bellaire, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: have police report back since 1999 someone stole my id ftc violation i'm stilling paying on the other person act
Company Response: Closed with explanation

Timely Response

2018-06-20

Mabank, TX

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2018-06-20

Oak Ridge N, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-06-20

Mabank, TX

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2018-06-19

Birmingham, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-06-19

Bellmead, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-06-19

Birmingham, AL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-19

Elmhurst, IL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-18

Arlington, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-06-18

Bellaire, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: froze my account costing me money i cant pay my bills b/c i put a dispute that i've been hacked now i'm late on all my bill cra and ftc violations
Company Response: Closed with explanation

Timely Response

2018-06-17

CA

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
Complaint: Involves online purchase of tickets to a concert. Purchase made on XX/XX/XXXX for {$250.00} from ticketstoday, com for XXXX XXXX and XXXX XXXX for XX/XX/XXXX. On XX/XX/XXXX I checked the website and noted the concert had dropped XXXX XXXX. The ticketstoday website said it was no longer selling tickets and could not be reached - all ticket sales were now through the XXXX XXXX ticket office. Their ticket office declined to discuss a sale they did not make. I called the credit card issuer BBVA Compass Bank to open a dispute on XX/XX/XXXX but was told the bank 's policy was not to allow disputes later than 60 days after a transaction posts. I told them this violates Federal law since that law allows disputes for 60 days after a transaction appears on a statement which in this case was XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-06-16

Atl, GA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-06-15

Fort Worth, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am writing to request a correction of the following information that appears on my credit report [ XXXX, XXXX, XXXX ] Account Name : XXXX XXXX XXXX- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX- XXXX XXXX XXXX Im the victim of identity theft and I dont recognize these accounts on my report. Please provide evidence the following account belongs on my report and that my rights have not been abrogated. In the event that no record exists, please delete this damaging account information.
Company Response: Closed with explanation

Timely Response

2018-06-15

Carrollton, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response