BBVA FINANCIAL CORPORATION

2018-05-11

San Diego, CA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Can't close your account
Complaint: My name is XXXX XXXX and I own a certificate of deposit ( CD ) with BBVA Compass bank. This CD ( account number XXXX ) was due to mature on Friday XX/XX/XXXX. I was told by the bank previously that I could close this account on XX/XX/XXXX and access my funds on the same day. However, when I showed up in one of the bank 's branches on Friday XX/XX/XXXX, the bank could not close the account claiming that there was a lien on my account. After wasting an hour in the branch, the bank told me that they needed to remove the lien from the account before they could close the CD and give me the funds. This is an outrageous development since I have been counting on accessing my funds on XX/XX/XXXX, but this bank has failed to provide me the funds I desperately need at this moment.
Company Response: Closed with monetary relief

Timely Response

2018-05-11

Jacksonville, AL

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
Company Response: Closed with explanation

Timely Response

2018-05-10

Fl State Univ Student, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-05-09

Houston, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-05-09

Phoenix, AZ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: Payments are not being applied correctly and unethical, deceptive, and possibly fraudulent behavior being conducted by BBVA Compass Bank. In XX/XX/XXXXI took out an Auto Loan that was secured by BBVA Compass. I filed for chapter XXXX bankruptcy in XX/XX/XXXX and it was discharged in XX/XX/XXXX. For the life of the loan I have never submitted a payment 30+ days late. During my bankruptcy period I continued to make timely payments. Since filing for bankruptcy all my payments have been processed via in branch cash payments. BBVA Compass has disabled my online access due to the bankruptcy. BBVA Compass Bank has placed a restriction on my account internally. The restriction prohibits any employee from BBVA Compass Bank that is in a physical branch, call center customer service, or loan department to assist me in serving the account or answering any questions in regards to my account. I am not even able to receive a statement from any of the sources mentioned above. Every branch that I have been into and every department that I have contacted through the customer service number has told me they need to redirect me to a specialized " Bankruptcy Department '' in order to even assist with most basic questions and requests. The special conditions placed on my account have stemmed some serious issues. Ever since my account was moved internally to this " Bankruptcy Department '' some payments have not been processed correctly. This may be due to the restrictions on my account or with the change in software systems internally as the employees have stated there new system has caused a lot problems in there transition. I always take a receipt after a payment in order to verify the transaction was processed, but I do not store the receipt. On XX/XX/XXXX I went into a branch to make a payment as usual. The teller informed me that account stated I was 90 days past due, but the teller recognizing me from coming in every single month only to make this auto payment knew that this could not be accurate. So she attempted to sit me down with a banker and the branch manager in order to attempt to resolve the issue. The teller notified the branch manager that I have been coming every month and making payments and is not sure how it would show no payment for three months. I unfortunately never stored the receipts as I only took the receipts to verify the teller processed the transaction, there was no way for me to see if it was actually being applied to the loan because they disable my online banking and refuse to provide me statements via mail. The Branch manager and banker were unable to assist me because my account was moved to this bankruptcy department and they were informed only they could service the account and assist with any disputes. The branch manager and Banker attempted multiple times to get in contact with this " Bankruptcy Department '' but were unsuccessful after multiple days of attempts. They emailed the department and called, but no response. I also was attempting to reach the " Bankruptcy Department '' after numerous phone call attempts ( XXXX XX/XX/XXXX ), no call back was achieved and the bank internally was still unable to get a reply. In fear of getting my vehicle repossessed, and not retaining my receipts, I decided to make the three months payment that was past due in order to bring my account current an amount in excess of {$1700.00} between XX/XX/XXXX-XX/XX/XXXX. This was to bring my payments to current. The Branch and I knew that I was making payments every month but there was no proof without the receipt. After this point I decided to hold on to all my receipts in case this occurred again. Unfortunately the issue did arise again. On XX/XX/XXXX I walked into a branch to make a payment and the teller again was puzzled as it stated that I was again 90 days past due. It seems that some payments post but most do not. This time I had proof and the receipts to show that my payments are not being applied. The banker and manager filed an internal investigation in regards to the matter. I was told someone was going to reach out to me within 72 hours of XX/XX/XXXX in order to discuss the situation but that has not occurred. The Branch manager was facing the same issue as before because no matter what internal department or authority the manager attempted to reach everyone said the same thing only the " Bankruptcy Department '' can handle this account. The bank attempted numerous times to contact this " Bankruptcy Department '' via phone and email no success. I was also attempting to reach them. I called customer service several times ( XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX ). I continue to be deceived and lied to by the phone representatives. No one is able to assist me not even the supervisors of the call center. My phone calls all go through the same cycle. I call in to customer service, and the first point of contact tells me that they need to transfer me to the " loan department '' who usually service loan accounts. Once I reach the " loan department '' they all tell me the same thing sorry we can not help you we have to direct you to the " bankruptcy department ''. I try and explain to the supervisor of the " loan department '' that there is no one calling me back or reaching out to me from this so called " bankruptcy department '' after over a dozen personal and internal branch attempts to reach this department via phone and email. The supervisor states that he will escalate this situation to the " corporate office '' and I will receive a phone call within 24 hours, and the employee also state that he will call within 24 hours to ensure I received that phone call from the " corporate office ''. This exact scenario has happened three times. As if it is a scripted response. Not once did I get a call from any one at BBVA ; not the corporate office nor the employee to verify that I received the call. I do have all these phone calls recorded and employee IDs. I do want to keep in mind that I am towards the end of the loan term and I have high amount of equity within the vehicle. The Branch manager who has been the only person attempting to assist me has found out that internal branch payments made on loan accounts that are in Bankruptcy restriction do not get processed sometimes and payments should be mailed directly to this " bankruptcy department ''. This information was never relayed to me nor did the branch ever say anything as they continued to my payments for months. The Manager is attempting to fix the situation but has no authority as the Branch manager can not reach the " Bankruptcy Department '' either to remedy the situation. Even the banks district operations manager is being refereed to this " Bankruptcy Department '' and has no success in establishing a connection with department. No one has the authority to help me besides this " Bankruptcy Department '', which at this point may not even really exist. When you call this " Bankruptcy Department '' it rings for about a minute and then a voicemail recordings comes on to leave your information for a call back. Between the local branches and I over twenty attempts have been maid via phone and email to get response back. Not only are my payments not being applied the company is also misreporting information to the credit bureaus. This is not the first time BBVA Compass has not been applying loan payments to my account, it is the first time I caught them.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-09

CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I WAS CONTACTED BY THIS SAID COMPANY XXXX XXXX AND THEY TOLD ME I COULD PAY A SMALL FEE AND TRAVEL BUT I DIDNT NEED TO PAY THEM ANY MONEY NOW JUST GIVE THEM A CARD # TO KEEP ON FILE TO LOCK IN MY DEAL. IT SOUNDED GOOD SO I AGREED TO GIVE HER MY DEBIT CARD # TO LOCK IN MY PRICE FOR XXXX BUT SHE PROMISED NOT TO TAKE ANY MONEY OUT OF MY ACCOUNT UNTIL I DECIDED IF I WANTED TO TRAVEL AND DOD BUSINESS WITH THEM. HOWEVER SHE TOOK THE MONEY OUT OF MY ACCOUNT ON XX/XX/17 AND I NEVER AUTHORIZED THIS ... I CONTACTED MY BANK XXXX XXXX TO LET THEM KNOW I NEVER AUTHORIZED THIS AND THEY DID NOTHING TO HELP ME. SO I AM NOW REPORTING THIS TO YOU .... PLEASE HELP ME GET MY MONEY BACK. I AM A SENIOR CITIZEN AND THIS IS ABUSE .... I LIVE ON A FIXED INCOME AND I CANT AFFORD TO THROW MONEY AWAY TO A FRAUD SCAM COMPANY ... PLEASE HELP ME GET MY MONEY BACK
Company Response: Closed with explanation

Timely Response

2018-05-08

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2018-05-08

Maxwell Afb, AL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On Friday XX/XX/XXXX. Restaurant charges were taken from my available balance. There where no checks written on my account and nothing pending as of Monday Morning. On Monday evening the bank charges me 6 nsf fees all which had come out of my available balance on Friday. The representative stated this is because of a charge that posted on Monday for XXXX. The bank is constantly moving things around to charge additional overdraft fees when the money has come out of my available balance. The only thing I use is a debit card so I am unsure as to how is this possible if it is already taken from my account. My account went from -XXXX to being negative over XXXX dollars. They picked and. Choose which accounts to charge a fee. I would think all of the restaurants and shopping stores after XX/XX/XXXX would have a charge as well.
Company Response: Closed with explanation

Timely Response

2018-05-08

Euless, 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

2018-05-08

Humble, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-05-08

FL

Problem when making payments

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

Problem during payment process
Complaint: I was adding another checking account to my online credit card service in order to pay my bill. It is my husband 's which I am not on, however, they have a questionable verification process. Instead of other identifying information, email etc, they require you to enter the amount holders log in ID and password ( which I refused ) for their specific checking account that is NOT written on the same bank as the credit card. As a retail merchant, this is questionable behavior on the part of my credit card company. Well all have requirements in regards to credit card information theft, but this was asking for a personal checking account online log in information. I find it a very odd verification practice.
Company Response: Closed with explanation

Timely Response

2018-05-08

Jacksonville, AL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-07

Jacksonville, AL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-05-05

Piedmont, AL

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 wanted to dispute the transaction on XX/XX/XXXX with XXXX XXXX {$55.00}. When I called Compass Bank, the first lady ( XXXX ) I talked to barely spoke English and she did not understand my request and explanation. She pretended that she understood, but switched to the second lady, XXXX. She was same and had a communication problem.
Company Response: Closed with explanation

Timely Response

2018-05-04

Concord, CA

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response

2018-05-03

Garber, OK

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: BBVA Compass Bank has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-05-03

San Francisco, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-05-02

San Antonio, TX

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-05-01

Nyc, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: BBVA Compass had a checking account sign up promotion for {$200.00} ( " XXXX XXXX XXXX XXXX XXXX '' promotion ). The terms stated the following requirements : 1. Must have a direct deposit within 60 days of opening the account from an unrelated 3rd party company ( employer or a government agency ) in the amount of at least {$300.00} to post into the new checking account. 2. The account must have been opened between the dates of XX/XX/XXXXto XX/XX/XXXX. 3. You must be a new BBVA Compass consumer checking customer who has not had a BBVA Compass consumer checking account open within the last 90 days or closed due to negative balance to be eligible for the bonus. I applied for the account onXX/XX/XXXX, however the account was not opened until XX/XX/XXXX, 12 days later. They claimed that because the account open date was after the promotion date, I did not satisfy the second requirement above. I have confirmed with BBVA that I satisfied the first and third requirements. I want to note that the language in the promotion did not clearly distinguish " applied '' versus " opened ''. I applied within the promotion eligibility period, but I did not expect the account to take a whole 12 days to be approved. If approval takes 12 days, based on that interpretation of the rules, in order make it in before the XX/XX/XXXXend date of the promotion, I'd really have to apply no later than XX/XX/XXXX ( 2 days after the promotion began ). Even so, what's to prevent BBVA from taking even longer to approve accounts, thus rendering the promotion meaningless. The " account opened '' eligibility was not clearly defined. I feel that this is a bait and switch and am deeply disappointed. I would not have applied and opened the account had I known their interpretation of the rules.
Company Response: Closed with monetary relief

Timely Response

2018-05-01

Springerville, AZ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-05-01

Adelanto, 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

2018-04-30

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

2018-04-30

Maxwell Afb, AL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I am concerned about what will happen if my house doesn't sell soon ; it has been on the market for three years. I have tried calling the Client Advocate Unit of BBVA Compass for two weeks but nobody answers the phone. I did actually manage to speak to one person after 8 days of calling ; she said there wasn't really anything they could do because my account was in good standing. I asked about deed-in-lieu of foreclosure or other options but the only advice was get a short-sale offer. I have not received any offers in t hree years ; this didn't seem to concern them. Again I asked for other options but received no other advice. However, the next day they called my home number asking us to call them back. I have been trying everyday for five days, leaving messages, etc ... Consumers are encouraged to call their bank before they experience difficulties. It is apparent that " doing the right thing '' is not the way to go. It seems quite obvious that consumers have to ruin their credit before anything will be done and by then it is usually too late. Two weeks I have been trying to get information to attempt to avoid foreclosure and for two weeks I have been confronted with a voicemail that apparently does not get checked. BBVA Compass show a complete disregard for their customers.
Company Response: Closed with explanation

Timely Response

2018-04-30

Magnolia, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: XX/XX/2018 - for over a month I have tried to access my BBVA Compass checking account. Everytime I call they say I need my account number to access my account. They won't let me use my ATM card or any other information, SS, DOB, address, etc. They won't send a paper statement. They won't help access the account by sending a link to reset, they flat do not help if you do not have the account number and they won't send out a paper statement so I can get the account number.
Company Response: Closed with explanation

Timely Response

2018-04-30

Rome, GA

Managing an account

Checking or savings account: Checking account

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

Timely Response