BBVA FINANCIAL CORPORATION

2018-05-23

Heath, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-05-22

Arlington, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I disputed a transaction for {$76.00} with my bank, BBVA Compass, last Friday - XX/XX/2018. I've sent in two online messages since then regarding fees this transaction caused - and no one has responded. The transaction caused several others to return / bounce - and for each, I received a $ XXXX/overdraft fee. I just called in to customer service to find out the status of the dispute and the provisional credit to my account - and the agent I spoke with claimed to see no pending disputes on my account. He transferred me to the disputes department, and miraculously, the agent I spoke with claimed to be unable to hear me. Apparently my line had started chopping up all of a sudden - despite being in the same spot I was when I spoke with the agent before her. Since there's clearly no intention on BBVA 's end to get this resolved, I'll handle it this way instead. I need a credit to my account for the {$76.00} disputed charge as well as the four {$38.00} fees the transaction caused.
Company Response: Closed with monetary relief

Timely Response

2018-05-22

Live Oak, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-05-22

Venus, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-18

Bicentennial, CA

Improper use of your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-16

Live Oak, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-05-16

Houston, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I went to my local ATM at my bank to make a cash deposit on XX/XX/2018. The ATM was located at XXXX XXXX XXXX. in XXXX Texas at the BBVA Compass bank. The ATM number is XXXX. It was approximately XXXX CST. The deposit was for {$1100.00} in cash. I used my ATM card to deposit to my checking account and the first time it took the whole deposit and then spit back the {$1100.00} in bills but kept the {$65.00}. I assumed it was cause they were not able to be counted the first time and so I attempted to make the deposit of the {$1100.00} immediately thereafter. The ATM machine took a total of {$1100.00} and didn't give me a receipt showing the deposit. I immediately tried to get a statement to see if the deposit went through but just didn't provide a receipt. No deposit was showing on my account. I called the bank numbers and was NOT able to get a live person to let them know what occurred. I did reach out by XXXX and then called and spoke to a representative first thing Monday morning, XX/XX/XXXX. They stated they would begin an investigation. I was given a dispute reference number of XXXX. I never received a response and finally reached back out. They told me they dispute had been closed and they didn't find anything when speaking tot he bank or looking at the ATM machine. I spoke to another representative and asked for them to reopen the case. I was given another dispute reference number of XXXX. I was told at that time that they did in fact find {$65.00} in the ATM machine but didn't let me know about that cause I had made a claim for {$1100.00}. I then filed a complaint with the OCC and they indicated that I should contact the CFPB. I was contacted again today via XXXX by BBVA Compass and they indicated that they have found no evidence of the deposit in dispute.
Company Response: Closed with explanation

Timely Response

2018-05-16

AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I was having my check automatically deposited into my account at BBVA Compass in XXXX, Alabama. My account became overdrawn due to attempted in-house transfers to my savings account and was charged off. When my paycheck went in XX/XX/XXXX, I was told it went to a " collection account '' and that it would be held until the next week and processed after the funds I owe were collected and deposited to my savings account. It is now XX/XX/XXXX, and I still do not have access to my funds. I spoke to the branch manager, who told me there was nothing she could do that I would just have to wait.
Company Response: Closed with monetary relief

Timely Response

2018-05-16

Bellamy, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-16

Richmond, VA

Closing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-16

Addicks Barker, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-16

El Paso, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-15

Jacksonville, AL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-15

Jacksonville, FL

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-05-15

Barstow, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-15

Montgomery, AL

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

2018-05-15

Green Valley, AZ

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-14

Fort Worth, TX

Incorrect information on your report

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

Information is missing that should be on the report
Complaint: I have accounts that was not reported to the credit bureau that would make my credit score better. I purchase and paid off three vehicles that was not reported to the bureau and was closed without being reported. I contacted XXXX XXXX/XXXX XXXX XXXX and compass bank to correct their records and update with all 3 credit bureaus. I am submitting supporting documents that there was an error on there part and they still to date has not corrected on the credit reporting side. I need assistance in getting this corrected. Please note the vehicle purchases were high amount well over {$70000.00} totaling the 3 together. Which paying these items off with good standing would have made my credit score much better. I need my credit report to reflect these purchase and pay off in very good standing. Attaching all 3 credit reports as proof they are not included on my credit report.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-14

Blackhawk, CA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2018-05-13

Dallas, 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

Their investigation did not fix an error on your report
Complaint: BBVA Compass Bank is in error. I submitted a check for payment in full. I have provided them with a copy of my contract and my check which was endorsed by BBVA Compass Bank. They have payment in full. Both the credit bureaus and this bank have their story wrong and I have not my opinion but documentation. I have hired a lawyer to help on this and want to notify the Consumer Financial Protection Bureau that I am being mistreated by the credit reporting agencies. I have furnished evidence to both of the aforementioned parties and they have responded with zero evidence.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-12

Woodland, WA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I have attempted to resolve an unauthorized charge on my XXXX Debit card from Simple.com bank. There is an UNAUTHORIZED charge from XXXX XXXX that was made on my debit card on XX/XX/XXXX for {$810.00}. I notified Simple IMMEDIATELY, on the same day the charge occurred. They opened a dispute and put a block on my card as requested. Then, on or around XX/XX/XXXX, they decided to close the dispute saying they didn't find anything wrong. I then called them, asking why it was closed, and how there is no way they properly investigated it. THey then re-opened the claim. On XX/XX/XXXX, today, I received a message that they have again decided to close the dispute and will not be returning my money. They have denied to help me, even though I am supposedly protected from unauthorized transactions. XXXX won't help, Simple has denied to help, so I have no choice but to turn to the CPFB for help. All I want is my money back that was stolen from me.
Company Response: Closed with explanation

Timely Response

2018-05-11

Denver, CO

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-11

Round Rock, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: We contacted our bank which our home loan is through to let them know about our situation change- going from 2 sources of income, to only one. ( I had gotten laid off from my job, then I got very sick and was in out of hospitals ). After HOURS of going to different branches trying to make a mortgage payment, only to be told we dont know why we cant process your payment only to get returned check fees and no one returning our calls, I made myself sick from all of the stress, XXXX, and helplessness I felt! I literally left 5 vms yelling and begging someone to PLEASE call me back so we can pay them!!! Guess what? NO CALL, and now a foreclosure letter demanding an insane amount of money within 30 days, or our house could be sold!! I called that COLLECTION company over 5 times only to get the run around and some young girls sounding like they are reading a script and tell me sorry we cant help you. I am so lost for words and just want to be treated like a human, is that too much to ask???
Company Response: Closed with explanation

Timely Response

2018-05-11

Discovery Bay, 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: I had an unauthorized transaction on my debit card account. and BBVA Bank refuses to credit my checking account. They always want to take the side of the merchant instead of their own customers. This is a terrible bank and nobody should do business with them.
Company Response: Closed with monetary relief

Timely Response

2018-05-11

Macclenny, FL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: My phone/wallet were stolen at a concert and my phone was used to order XXXX through my XXXX. I disputed the charges with XXXX and they found it was indeed fraud and refunded my money. The original charges were on XX/XX/XXXX and the overdraft fees were applied on XX/XX/XXXX. The XXXX charges put my account into the negative and I was given 5 separate NSF charges of {$38.00}. XX/XX/XXXX XXXX resolved my complaint and refunded the charges because they found it was fraud. I explained to my bank, BBVA Compass, what happened but they said because I had already disputed the charges with XXXX and they had already reimbursed the money, they could not put in a dispute for the overdraft fee 's. They are saying that it is XXXX 's responsibility to reimburse the charges which doesn't make any sense because it wasn't XXXX that charged me the fees. XXXX provided me with a letter for BBVA Compass explaining that the charges were fraudulent " This letter is to confirm that they did not authorize the transactions that caused the NSF fees. ". I have spoken to 5 separate managers at BBVA and even had a conference call between XXXX and my bank during which the representative from BBVA ended up just hanging up on us. XXXX is sending me a copy of the recorded call so I have evidence. After nearly 4 hours on the phone they finally gave me a " goodwill credit '' for 3 of the charges but I have explained to them that they are literally profiting from Fraud. I have been with them for 10 years! I honestly do not know what I could have done differently but I am now out {$190.00} and they can not get away with this! Please look into this and let me know if you need ANYTHING from me.
Company Response: Closed with monetary relief

Timely Response