BBVA FINANCIAL CORPORATION

2018-06-15

Mc Kinney, 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

2018-06-14

Arlington, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I recently initiated an e-Check payment to my credit card company, XXXX. My bank rejected the transaction and charged me a {$38.00} NSF fee. My account balance had enough to cover the debit, though. I have attached a screenshot of my mobile banking history hereto. I am shopping for a new personal checking account, but I still need the {$38.00} fee they assessed to me back in the meantime.
Company Response: Closed with explanation

Timely Response

2018-06-14

Albany, 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

2018-06-14

Lewisville, TX

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: In XXXX I started the process of a HELOC application with BBVA Compass Bank after recently moving. From the beginning of the application process I provided everything to them and all within a timely manner. The application was mishandled by the banker who took my information and did not gather all the correct information. He strictly took the details available to him and generated the application. Upon complaints of processing taking so long I was finally told that he had done this wrong and my account was the handed to a new relationship person based out of XXXX. She was friendly but continued to ask for duplicate information and I thought we had everything resolved. Finally I got an email that said that additional information provided was not sufficient and that I needed something further. Upon providing this to them earlier this week I am now being told that my application has been declined for insufficient information - even without this review. It is astounding to me that a bank would treat someone like this. I have referred several friends to BBVA based on having an earlier account with them but now am faced with the choice of restarting the application. I will re-start the process but it will now be with another institution as they have lost all my trust.
Company Response: Closed with explanation

Timely Response

2018-06-14

Barstow, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-14

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: On XX/XX/XXXX Check # XXXX was written in the amount of {$140.00}. On XX/XX/XXXX, BBVA Compass debited my account {$410.00} for check # XXXX. I called BBVA Compass customer service on XX/XX/XXXX and asked that it be corrected. I was told it would be fixed and my account would be credited the {$270.00} in 24-48 hours. My account was not credited. I called BBVA Compass customer service back on XX/XX/XXXX, and was told it would actually take 5 business days. My account was not credited in that time, either. I called BBVA Compass customer service back onXX/XX/XXXXand spoke with XXXX. I immediately asked for a manager and was subsequently put on hold for over 30 minutes. After over 30 minutes of being on hold, the manager, " XXXX '' would not speak to me. I was told AGAIN, they would credit my account the {$270.00} that they erroneously took out 15 days ago, in 24-48 hours. I still do not have my money back.
Company Response: Closed with monetary relief

Timely Response

2018-06-14

Jacksonville, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: {$150.00} was deposited into my checking account and the teller advised the funds would be available on the same day however they were not. I called the bank and after being hung up on twice and have agents on the other end of the line not respond 3 times when I finally did get to speak to someone I was told there was nothing that could be done because theres no record of the deposit. I was also badgered by an agent who asked for my social security number, joint name on the account and because I was unable to tell her the amount of my last deposit amount she refused to continue the call, she would not ask any other verifiable questions and advised no supervisor or manager was available after I requested to speak with one. Compass employees took no concern or interest in my missing money.
Company Response: Closed with monetary relief

Timely Response

2018-06-13

Hickory Hill, TN

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-13

Hanceville, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-13

Belton, TX

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

2018-06-13

Quartzsite, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I made a mobile deposit on XX/XX/XXXX which is deposited on XX/XX/XXXX. I made my mortgage payment & other transactions on XX/XX/XXXX. Now BBVA Compass is charging me {$160.00} in fees for those charges on XX/XX/XXXX. Screen shots of my bank activity from my BBVA Compass mobile app are attached for your reference. After 2 hours on the phone with various people & a trip down to my local branch, I was told they will not waive these fees that are clearly errors within their system.
Company Response: Closed with monetary relief

Timely Response

2018-06-13

Birmingham, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-13

North Tunbridge, VT

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-06-12

Discovery Bay, CA

Problem when making payments

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

Problem during payment process
Complaint: Called BBVA customer service on XX/XX/2018 to ensure the payment I processed on their website was going to process. The CS Rep advised it was not scheduled, so I scheduled it again. She confirmed it was now ready to process. XX/XX/2018, 2 payments in the amount of {$5900.00} processed from my personal checking account. Called BBVA to get the money refunded, they don't make ACH back to outside accounts. I was told there is no supervisor on the floor. I call back the next person said he would transfer me to a supervisor. Supervisor advised 7 days to refund. No way to refund via ACH. Then he wouldn't let me speak to the next level of supervisor. The bank is in XXXX, which I didn't know. Their website is difficult to follow and they have horrible customer service.
Company Response: Closed with monetary relief

Timely Response

2018-06-12

Hoard, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Complaint: In XXXX we got a personal loan from our credit union to pay off the loan at BBVA so we could have the title released to us for us to sale the car. On XXXX a check to pay off our auto loan was sent to BBVA so that we could close the loan and release the title to us. We were told the title would be mailed out XX/XX/XXXX, and it would be in our mailbox BEFORE XX/XX/XXXX. On XX/XX/XXXX, after not receiving the title, I called BBVA to confirm they had sent the title. I was told that the title had been delivered to our P.O. box but it had not. I called the post office to confirm that the title was not with them and they searched and did not have it. We called BBVA on Monday XX/XX/XXXX and they had told us that the title was actually showing in their system. XXXX and frustrated, I had a 45 minute conversation trying to get the person on the phone to allow me to speak to a manager, and overnight our title. With no luck my husband called back later that day and demanded to speak to a manager. After being given the run around they finally allowed him to talk to a manager. She assured us that our title would be overnighted and gathered his information ( including the fedex account number at his place of employment and the name of the company and town ). On Tuesday XX/XX/XXXX, we got a phone call that they had NOT gotten the title in the mail because they neglected to gather the actual Address for the business. WE ARE STILL WITHOUT THE TITLE to our vehicle. It has been 2 months and they have neglected to keep their word or send our title in the mail.
Company Response: Closed with non-monetary relief

Timely Response

2018-06-11

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-06-11

Barstow, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: On XX/XX/XXXX I deposited an IRS check in the amount of {$6800.00} to my checking account ending in XXXX. In error, the amount deposited was {$5800.00}. I discovered the error in contacted BBVA by email on XX/XX/XXXX. I received a reply email from XXXX XXXX stating that government issued checks are not eligible for mobile deposit and I could either go to a branch and deposit my check or mail it. Due to the fact that I live over 60 miles away from the nearest branch location and at the time transportation was an issue ; I mailed my check to BBVA Compass Vault Services XXXX XXXX XXXX XXXX Alabama XXXX. On XX/XX/XXXX I received a letter from BBVA stating that my dispute was received and the investigation determined that my disputed transaction was a correct transaction and or authorized. I never made a dispute on this account and the amount of the dispute was XXXX to XXXX. The account number listed was incorrect and when I researched the amount of the dispute along with the date there was never any transaction made in that amount with the merchant listed on my account ending in XXXX or the incorrect account number ending in XXXX. The notice I received was not my dispute nor the correct account. I am still waiting on my IRS check to deposit and it has been over thirty days. I find it very strange that I receive that dispute letter approximately around the time that my check was supposed to be deposited.
Company Response: Closed with explanation

Timely Response

2018-06-11

Reno, NV

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2018-06-11

Barstow, CA

Managing an account

Checking or savings account: Other banking product or service

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2018-06-11

Santa Ysabel, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: Account Number. XXXX Maturity Date. XX/XX/XXXX. Term. 24 Months I invested {$1000.00} on XX/XX/XXXX because BBVA Compass promised {$27.00} after 2 years. It has been more than 2 years. I had to pay the notary public {$15.00}. postage of {$0.00}. I want my money back {$1000.00}. I do not want the maturity date altered to XX/XX/XXXX. I want BBVA Compass to pay me {$1000.00} right now.
Company Response: Closed with explanation

Timely Response

2018-06-10

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: ftc violation and frc hacking issues told the bank about it they still have not refunded my money sent all required documents
Company Response: Closed with explanation

Timely Response

2018-06-09

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: did not authorize this charge sent all hacking info to all creditors and banks
Company Response: Closed with explanation

Timely Response

2018-06-08

San Jacinto, CA

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I made a mobile deposit on Monday XX/XX/XXXX. One hour after deposit I did some research and notified the bank and my bank of possible fraud. I repeated and plead for the check to be removed out of my account as the person who paid me was fraudulent. I was promised over and over it would be removed. I have spent day after day to try and resolve this matter. Now my account is froze and showing a negative balance. BBVA compass gave me the run around and would not remove fraud check off my account when I am the one who notified them of the problem and now it is stopping a direct deposit from coming in positive and now funds are showing negative in my account. I have spoke to many people and supervisors regarding this incident and now I have no money for my children. The check was for {$1900.00},. It was a bad check and I have emails and conversations with the scam artist. I also notified XXXX XXXXXXXX XXXX in Florida and I also spoke with XXXX and the bank is now known as XXXX XXXX in XXXX XXXX Florida. A direct deposit will be coming in On XX/XX/XXXX for my co owners account for {$1200.00} and my account is showing a hold of a negative balance. I am trying to resolve this issue and have provided both banks with a copy of the fraudulent check. I have been contacting for 4 days to resolve this issue.
Company Response: Closed with explanation

Timely Response

2018-06-08

Hinkley, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: REVISED STATEMENT : COMPLAINT XXXX. On XX/XX/XXXX contacted BBVA in regards to receiving my provisional credit for Account ending in XXXX. Customer service representative refused to give me the fax number to fax my complaint and when I requested to make a request over the phone to provide proof of my complaint she stated there was no record of my complaint even though I provided her with my claim number from Consumer Finance. I am revising and updating my complaint due to BBVA Compass bank stating they have no record of my complaint. My initial complaint was completed on XX/XX/XXXX allowing the following disputes to be addressed and researched. I am disputing the following charges : XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Total unauthorized charges/transactions in error : {$1500.00} After investigating these charges ; I am also disputing the NSF ( non sufficient funds ) fees associated with these charges. XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX Non-Sufficient Funds Total : {$380.00} TOTAL DISPUTED CHARGES : {$1900.00} ATTACHED ARE RECEIPTS FOR TRANSACTION IN THE AMOUNT OF XXXX VERIFYING AMOUNT PAID NO MERCHANDISE. XXXX RECEIPT FOR ONE TRANSACTION IN THE AMOUNT OF {$750.00} CARID EMAIL STATING REFUND WAS TO BE PROCESSED IN THE AMOUNT OF {$190.00} LETTER RECEIVED ON XX/XX/XXXX DENYING TRANSACTION IN THE AMOUNT OF {$4500.00} FROM XXXX. I HAVE NO RECOLLECTION NOR ANY DOCUMENTATION OF THIS PARTICULAR DISPUTE OR FUNDS BEING REMOVED ON THAT DATE. EMAIL RECEIVED ON XX/XX/XXXX VERIFYING THE 10 DAY TIME FRAME HAS EXPIRED AND BANK REQUESTING ADDITIONAL TIME.
Company Response: Closed with explanation

Timely Response

2018-06-08

Fort Worth, TX

Getting a credit card

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

Application denied
Company Response: Closed with non-monetary relief

Timely Response