BBVA FINANCIAL CORPORATION
Consumer Complaints
There are over 3385 complaints on file for BBVA FINANCIAL CORPORATION. Dated between 2019-12-04 and 2011-12-06.
Complaints Page 47
2018-04-27
Bakersfield, CA
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Complaint: I applied for a clearpoints credit card with BBVA after they solicited me to apply through a targeted mail. My application was denied because I am not a US citizen which I thought didn't make any sense given that I live her permanently and I have a valid social security number and a valid credit report.
Here is what the company said regarding my denial.
" XXXX XXXX, according to your CFPB complaint, you applied for a ClearPoints Credit Card Account with BBVA Compass ( the Bank ). You stated that your application remained pending for over a month and when you contacted the Bank, you were provided incorrect information. Ultimately, you stated that you spoke with a Supervisor who advised you that the Bank would not approve your application because you were not a United States citizen. It is your belief that the Bank discriminated against you on the basis of citizenship and country of origin. You request that the Bank to remove their credit inquiry from your credit history. In an effort to address your concerns, we have reviewed our records. Under the Fair Credit Reporting Act ( FCRA ), users of consumer reports, such as financial institutions, may obtain prescreened consumer reports to make firm offers of credit or insurance to consumers, unless the consumer has elected to opt out of being included on prescreened lists by contacting one or more consumer reporting agencies ( credit bureaus ). The FCRA also requires users of prescreened consumer reports to send firm offers of credit to consumers that have been prequalified for credit based on information contained in prescreened consumer reports obtained from consumer reporting agencies. Based on the prescreened consumer reports the Bank received from the consumer reporting agencies, you were prequalified for a credit product with BBVA Compass. As a result, the Bank mailed correspondence conveying a firm offer of credit for the Banks ClearPoints Credit Card product in connection with the prescreened consumer report information received from the credit bureau. The product information mailed to you included a reservation code that allowed you to apply for the product through our website, www.bbvacompass.com, by telephone, or in person at a branch. Bank records indicate that you responded to the prequalified offer online for a ClearPoints Credit Card Account on XX/XX/XXXX. In order to apply for a BBVA Compass Credit Card, however, you are required to either be a United States Citizen or be able to provide documentation that showed you are a permanent resident. During the application process, you selected the box that stated I am a citizen of the United States. This allowed you to proceed with the application process and resulted in the Banks inquiry that was placed on your credit history. Upon submitting your application, you also certified that all the information you provided was true and correct. Your application was forwarded for additional review and the next day, the Bank sent you an e-mail stating that before we could move forward with the credit card application process, we required you to provide the following documentation : Copy of your Social Security card ( front and back ) Copy of your Valid U.S. Resident Card/Green Card ( front and back ) or Certificate of Naturalization The Bank requested that you provide this documentation either by confidential e-mail or fax within five ( 5 ) days. The Banks e-mail advised you to contact the Banks Origination Review Team at ( XXXX ) XXXX in the event you had further questions. On the same day, you e-mailed the Bank stating that you had a Social Security Number which was used by the Bank. You also stated you had Employment Authorization documentation but you were unsure as to the reason the Bank was interested in your legal status. You also stated that you could e-mail or visit your local branch with the documentation. However, none of the requested documentation was provided to the Bank within the five ( 5 ) days. As a result, your application was denied on XX/XX/XXXX. According to your CFPB complaint, you were advised that you did not have to provide documentation to verify your identity because you were already verified. During our investigation into your concerns, we were able to locate four ( 4 ) calls between you and our Telephone Banking Department. On a call dated XX/XX/XXXX, the representative misinformed you that you no longer were required to provide documentation. However, a review of call dated XX/XX/XXXX showed that you were advised to go to the branch to provide that documentation. Furthermore, we reviewed the call dated XX/XX/XXXX with the Supervisor referenced in your CFPB complaint. During the call, you were advised that to apply for the ClearPoints Credit Card Account, you had to be either a United States Citizen or a permanent resident ; however, as the conversation progressed, you stated that the Bank solicited you to apply for the credit card but denied you because you were not a United States citizen and the Supervisor did not correct your claim. You also asserted that since the Bank knew your situation and sent you an invitation to apply, the inquiry from your credit history should be removed. The Supervisor advised you that proceeding with the online application was dependent on whether or not you selected the box stating you were a United States citizen. He also advised you that upon submitting the application, you certify that the all the information you provided was accurate. You continued to believe that the Bank should not have sent you an invitation to apply if they were knowingly going to deny your application. Our review found that the Supervisor was courteous to you and tried to assist you, however, he did not appear to fully understand the application requirements for a permanent resident. All of the reviewed calls were submitted to management in the Telephone Banking Department to address the issues that were uncovered with the representatives and the Supervisor. We sincerely apologize for the miscommunication. Lastly, you assert that you contacted the Bank on or around XX/XX/XXXX regarding your application and were advised that it was still pending review because we did not receive the requested documentation. We were unable to locate a telephone call on or around XX/XX/XXXX. During the call dated XX/XX/XXXX, the representative advised you that your application was still pending. Additional documentation ( i.e. Copy of your Social Security card ( front and back ) and Copy of your Valid U.S. Resident Card/Green Card ( front and back ) or Certificate of Naturalization ) was required. Without providing more information, we are unable to further investigate this claim. On XX/XX/XXXX, the Bank received the following documentation from you : Employment Authorization Card Drivers License Social Security Card ( stating valid for work only with DHS Authorization ) Since the Bank had already denied your application, we were unable to reopen the application upon receipt of your documentation. On XX/XX/XXXX, the Bank mailed a letter to your address of record advising you that you application for a ClearPoints Credit Card was denied. The Banks decision to deny your application was based on the following reason-Potential Fraud Risk Indicators Present. A copy of your Adverse Action Notice is attached to the CFPB portal for your review. In summary, the Bank sent a prescreened firm offer of credit for a ClearPoints Credit Card account based on the information received from XXXX in a prescreened consumer report. BBVA Compass reserves the right not to approve your BBVA Compass ClearPoints Credit application, if you respond to the offer and do not meet all of the criteria. When you applied for the credit card account, you selected the box that stated I am a citizen of the United States, which allowed you to proceed with the application. Although you provided identification documentation, this information was not provided until after your application was denied. As a result, the Bank correctly made an inquiry on your credit history based on the application you submitted and we are unable to remove that inquiry. To address your allegation of discrimination, our review of your concerns was unable to substantiate your claim that the Bank discriminated against you based on citizenship or country of origin. It is the policy of BBVA Compass to fully comply with all relevant provisions of fair lending laws and associated regulations, and all applicable laws prohibiting unfair, deceptive, and abusive acts or practices. It is the Banks policy to offer its financial products and services and conduct its activities in a fair and responsible manner and to prevent discriminatory lending practices. Thank you for the opportunity to address your concerns. '' Here is my question.
If I was misinformed by your incompetent customer service according to your response then the words " We apologize '' doesn't really make everything OK. You claim that I failed to meet a 5 day deadline to submit some documents even though I contacted the bank more than 5 times during those 5 days and was told I didn't need to submit anything. How is that fair?. Am I supposed to get the information from customer service representatives and then do the opposite of it because that's how things works according to BBVA?!
Nothing in the letter stated that I can't apply online if I am not a citizen. And I don't recall checking a box that says I am a citizen and I don't need to lie about my identity.
The denial letter is a joke. What fraud are you talking about when I was practically calling everyday and trying to work on my application and getting wrong information from customer service representatives and also I submitted personal and verification documents to verify everything and you still think I am a fraud. I think BBVA is a fraud for not evaluating my credit worthiness and denying me for not being a citizen. This is a complete discrimination.
Finally I don't understand why the bank is having a hard time contacting the credit bureau and requesting to remove the hard inquiry. The same way they contacted the credit bureau and requested my credit report in the first place.
If you keep admitting through your responses that you didn't treat the customer right. What did you do to fix that for the customer?
Company Response: Closed with explanation
2018-04-27
Hghlnds Ranch, CO
Problem with a lender or other company charging your account
Checking or savings account: Checking account
Can't stop withdrawals from your account
Company Response: Closed with monetary relief
2018-04-27
Jacksonville, FL
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Closed with monetary relief
2018-04-26
Boston, MA
Opening an account
Checking or savings account: Checking account
Confusing or missing disclosures
Complaint: Opened a checking account which had a {$200.00} signup bonus after a direct deposit. The terms of what qualified as a direct deposit were confusing and in fine print. I was not told that my direct deposit did not qualify until after the period to make one occurred.
Company Response: Closed with explanation
2018-04-26
AR
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: I tried to fix a issue with BBVA Compass Bank ( XXXX XXXX XXXX ) loan starting in XX/XX/XXXX through XXXX and they said it was already fixed and they couldn't do anything else I entered into bankruptcy protection XX/XX/XXXX and BBVA COMPASS entered a " Failure to pay '' for the month of XX/XX/XXXX Im only asking them to abide by the laws and remove the failure to pay from my credit reports but they refused to remove it.
thank you XXXX XXXX XXXX XXXX.
Company Response: Closed with non-monetary relief
2018-04-25
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Complaint: To whom it may concern, My husband and I are a retired couple living in XXXX XXXX. We opened a checking account linked to a money market account at BBVA Compass Bank in XX/XX/XXXX in XXXX XXXX, TX. We were receiving our bank statements in XXXX XXXX by mail up until around XX/XX/XXXX, and then we stopped receiving the statements. It wasnt until XX/XX/XXXX that the statements were mailed to us again and we learned that there were several fraudulent transactions including a temporary change of address, while these transactions were taking place.
Originally, our money market account had {$40000.00} USD and our checking account had {$5000.00} USD. We have all of the checks that the bank issued which start with the number XXXX and we have never used any of them. In XX/XX/XXXX when we started getting our statements again, we learned that our accounts had {$2900.00} in our money market account and {$120.00} in our checking account. We immediately called the bank and discovered that our accounts were compromised. They sent us copies of the checks issued to withdrawal the money from our accounts. This individual named XXXX XXXX gained access to our accounts and changed the mailing address from our XXXX address to a XXXX, TX address, proceeded to order checks with check numbers in the XXXX where you can see our names clearly misspelled. In XX/XX/XXXX, he transferred {$4700.00} USD from our checking account into our money market account and he also made the following withdrawals using three checks : 1 : XX/XX/XXXX Check # XXXX for {$36000.00} ( the bank would not tell us if it was cashed or a deposit ) 2 : XX/XX/XXXX Check # XXXX for {$2000.00} cashed at a BBVA Compass in XXXX, TX 3 : XX/XX/XXXX Check # XXXX for {$2000.00} cashed at a BBVA Compass in XXXX, TX With our names misspelled, check numbers that dont belong to the checks issued to us by the bank, and with forged signatures, these checks were all honored and processed by the bank. We started by calling the bank in XX/XX/XXXX and they immediately dismissed our complaint by saying that we signed a contract in XX/XX/XXXX that states that we had a period of ( 3 ) months to file a complaint for any account discrepancies and we had waited over ( 6 ) months to start a complaint. We read our contract in its entirety and there is no clause that states ( 3 ) months to file a discrepancy. It states to contact the bank as soon as possible when there is a discrepancy.
In addition, this individual that allegedly stole our money, opened a BBVA Compass bank account in XX/XX/XXXX and closed it in XX/XX/XXXX in one of the XXXX, TX branches where one of the checks was cashed. The bank refused to provide any additional details on that account to us.
We have called the bank many times and spoken to many people, we have sent them letters, we travelled to XXXX this month of XX/XX/XXXX to file a police report for the checks that were cashed in the XXXX, TX branches and also to try to obtain more information about these checks. The person that helped us at one of the BBVA branches in XXXX, TX was in awe of what had happened to us and in disbelief that these checks were actually cashed after all the inaccuracies shown by the fake checks and signatures. She also said this was very clear fraud and also said that if she had been the investigator, she would have refunded the money to us.
Yet, BBVA Compass continues to deny responsibility and wrote in a letter dated XX/XX/XXXX that the bank is not liable for this loss and that they will cooperate with law enforcement as needed, but they refuse to cooperate with us, their clients and account holders. They keep hiding behind the ( 3 ) month limit clause to file a complaint that does not exist in our contract or in their current contract on their website.
We strongly believe that the bank is responsible for reimbursing us this money. They were fully negligent in cashing checks with the wrong information and forged signature. We are now being forced to hire an attorney in the US which has not been easy while living in XXXX XXXX, but this is our only chance to recover our stolen money which constituted the bulk of our life savings. We will also now seek reimbursement of all the accumulated expenses and attorneys fees.
Anything you can do to assist us with this fraud will be greatly appreciated.
Warm Regards, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX
Company Response: Closed with explanation
2018-04-25
Dallas, TX
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2018-04-24
Mc Kinney, TX
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Problem with fees
Company Response: Closed with monetary relief
2018-04-24
Texas City, TX
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Company Response: Closed with monetary relief
2018-04-23
Houston, TX
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with explanation
2018-04-21
Watkins, CO
Closing an account
Checking or savings account: Checking account
Can't close your account
Complaint: I have {$530.00} bank fees due to a XXXX error. I contacted XXXX and they stated they would provide me a letter by email to give to Compass. I waited two weeks and never received the letter. They continued to submit for payment out of an account that I requested that compass close prior to the error. I contacted compass to o let them know the drafts were without my permission and requested that I receive a reversal of fees and to not allow any more drafts were I would receive more NSF and other fees. I contacted compass several times by email and by phone. They continue to allow the drafts and continue to charge me NSF. I was told by they fraud department that it was up to me to talk to the merchant I explained that I tried several times and they have not fixed the issue. Compass still had not done anything regarding the credits or closure.
Company Response: Closed with monetary relief
2018-04-20
Brock, TX
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Company Response: Closed with explanation
2018-04-19
TX
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: BBVA closed my credit card account. I had a balance and had been paying it down. I missed one payment an oversight because I can set up auto pay. They closed my account after a week and a half. I had no idea I missed a {$16.00} payment. I had reward point that would pay that payment and more. They defaulted my points.
This happened XX/XX/2018.
I am still making payments.
They pulled my credit without permission to close my account ( they say ) this will have a negative impact on my credit score. I want to be compensated for this issue and my account reopened until it is paid off and I will let it go dormant.
Company Response: Closed with explanation
2018-04-18
Fort Worth, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I submitted check # XXXX from XXXX XXXX to BBVA Compass made out for {$1500.00} for the payment of my mortgage. This check was cashed by BBVA on XX/XX/XXXX for {$500.00}. I noticed the error on XX/XX/XXXX and contacted XXXX. They saw the check image and submitted an additional {$1000.00} to BBVA Compass to correct the transaction. I later received notification from BBVA compass that my mortgage was overdue. BBVA had not posted the additional {$1000.00} to my account and processed the {$500.00} payment as curtailment instead of a partial payment. I contacted BBVA on XX/XX/XXXX to have this issue corrected and they were unable to find the additional {$1000.00} transaction. I was told that I needed to contact XXXX and have them send a copy of the voided check or transaction for the {$1000.00}. I contacted XXXX ( case # XXXX ) and they provided me with the reference number ( XXXX ) and stated that BBVA was required to find the money since it had already been processed and finalized. I contacted BBVA again and was told that they would research and call me back ( reference # XXXX ). I had to contact BBVA multiple times asking for the status only to be told after the third time that the research request was never created and I needed to send in a copy of my bank statement showing the {$1000.00}. I sent this on two separate occasions. Once on XX/XX/XXXX to XXXX, and again on XXXX XXXX XXXX to XXXX this last time with a new reference number ( XXXX ) and was told it would be resolved within 10 business days. I finally called again on XX/XX/XXXX and was informed that they never received the bank statement and didn't have a record of my issues dating back farther than XX/XX/XXXX. This has resulted in late fees being applied to my account, the accrual of additional compound interest on the {$1000.00}, loss of at least 15 hours as I had to fight this error, and loss of trust in the financial institution of BBVA Compass.
Company Response: Closed with explanation
2018-04-18
Indian Creek, IL
Managing an account
Checking or savings account: Other banking product or service
Funds not handled or disbursed as instructed
Company Response: Closed with explanation
2018-04-17
Fort Worth, TX
Problem caused by your funds being low
Checking or savings account: Other banking product or service
Non-sufficient funds and associated fees
Company Response: Closed with explanation
2018-04-17
Columbus, GA
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: I check my account anytime that I make a purchase to make sure that the funds are available and that I don't have an overdraft fee. This morning when I checked my account, there were 4 overdraft charges on my account. I checked 3 out of the 4 and there were funds available when the transactions were made and posted. I then called the bank which they have longer than usual hold times of up to an hour when usually I can reach someone immediately. I waited for a callback and spoke to someone named XXXX with an operator ID of XXXX. He then said that all charges were valid even though I advised that my app and my online account were showing that the funds were available for each transaction. He then proceeded to ignore the questions that I was asking him saying that he was trying to explain each transaction. I listened to one transaction and told him that didn't match up to what I saw online and through my app on my phone. He then said that all charges were valid. I requested a supervisor numerous times becoming more and more irate as the time went on because he refused to put me on hold though I told him that I didn't mind being put on hold. He came back not even 30 seconds later and said that no supervisor was available. So then I told him that I would hold and it didn't matter how long but that I would simply hold and that I also wanted to close my account due to his horrible customer service. He then refused to put me on hold for a supervisor and disconnected the call. I have downloaded my statement as of today XX/XX/18 at XXXX XXXX and my account was only overdrawn once and to that, I am also questioning because of the other erroneous charges on my account. I'm including the charges and also a highlight of when the charges actually came out of my account and the amount left when the charges had come out. I offered to send the same information that I was reviewing with the representative but he refused to accept my documentation. If my account didn't have the funds in there when the purchases were made it would show and if it were negative it would also show. This statement shows that the funds were there, however, the representative was saying that there weren't funds available. Either their online and app is behind and slow or they have inaccurate information in their system. Either way, it isn't the consumer 's issue or fault if they have something completely different in their system than what our online account and apps show. We rely on the information that is provided through their website and their applications so it should be accurate and up to date. We shouldn't see one thing online and be told something completely different when we call.
Company Response: Closed with explanation
2018-04-16
MA
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Complaint: I signed up for a BBVA Clearconnect Checking account for a {$200.00} cash bonus. The terms stated : Within sixty ( 60 ) days of account opening, at least one electronic direct deposit from an unrelated 3rd party ( e.g. your employer or a government agency ) in the amount of at least {$300.00} must post to the new checking account.
The {$200.00} cash bonus will be deposited into the new checking account within 60 days of meeting the bonus requirements described above. The account must be open with a positive balance at the time the bonus is deposited.
My account timeline : XX/XX/XXXX : Applied for account XX/XX/XXXX : Deposit was processed to account XX/XX/XXXX : Account was approved XX/XX/XXXX : Initial {$25.00} deposit appeared in account XX/XX/XXXX : {$300.00} Direct deposit from my employer was deposited in account ( 60 days from XX/XX/XXXX would be XX/XX/XXXX) XX/XX/XXXX : I sent a secure message online inquiring about status of the bonus XX/XX/XXXX : Receive response from XXXX apologizing for the delay, reconfirming the bonus requirements, and now stating it takes 90 days from meeting the bonus requirements.
XX/XX/XXXX: I sent a secure message online XX/XX/XXXX: I again receive a similar response with the bonus requirements, apologizing for the delay, with a case ticket number XXXX asking me to allow 24-48 hours for a follow-up reply. This message also states that it will only take 60 days from meeting bonus requirements for bonus deposit.
XX/XX/XXXX : I send a follow up since there was no reply after a week.
XX/XX/XXXX: I receive a reply from XXXX apologizing, claiming a high volume of emails causing a delay in response time, and if I would like to talk to the bank to please call them.
Company Response: Closed with monetary relief
2018-04-15
Grosse Ile, MI
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: I opened a checking account with BBVA Compass on XX/XX/XXXX when they had a XXXX $ bonus promotion for making a direct deposit of XXXX $ or more. I met the requirements for the promotion. Still after contacting the bank several times the bonus was not posted. I contacted the bank on XX/XX/XXXX and XX/XX/XXXX but so far the amount was not deposited.
Company Response: Closed with monetary relief
2018-04-13
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Company Response: Closed with explanation
2018-04-12
Lawton, NV
Closing an account
Checking or savings account: Checking account
Funds not received from closed account
Company Response: Closed with monetary relief
2018-04-11
GA
Attempts to collect debt not owed
Debt collection: I do not know
Debt is not yours
Complaint: Repeated calls on my cell phone from BBVA Compass at XXXX and XXXX concerning some type of debt of which I have no knowledge. I attempted to contact the caller but was able to do so. It is not my debt. The debtor 's name caller use is not my name.
Company Response: Closed with explanation
2018-04-11
Houston, TX
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: I opened a personal checking account with BBVA Compass under a promotion that earned me a bonus after my first direct deposit from my employer. After XX/XX/XXXX I moved my direct deposits to another bank. On XX/XX/XXXX I received an email that I could earn {$50.00} just for setting up and receiving a qualifying direct deposit to my account ( it specifically mentioned last 4 digits of my account ). It said that I need to set up and receive your qualifying direct deposit ( s ) by XX/XX/XXXX to qualify and once one or more electronic direct deposits from an my employer or a government agency totaling at least {$500.00} post to my checking account BBVA Compass will deposit {$50.00} to my checking account within 60 days.
I had 2 direct deposits of more than {$1300.00} post to the account. First one posted on XX/XX/XXXX and second on XX/XX/XXXX. Both these were from my employer. Few days back I called them about bonus and I was told that I have met the condition and my bonus will post within the 60 days from XX/XX/XXXX. I was told if it does not post then I should call them to get it added manually. I called them today and now they are saying I am not eligible for bonus as the direct deposit I received is from the same employer as last year! This is the most weirdest thing I have heard. Now they want me to change employer in order to get {$50.00} bonus! I tried to reason but to no avail. I asked the representative to connect me to a supervisor but after putting me on hold for sometime I was told all supervisors are busy and there is no one available to talk to me. I was then told someone will call me in sometime but nobody called me.
Company Response: Closed with monetary relief
2018-04-11
Arlington, TX
Problem when making payments
Payday loan, title loan, or personal loan: Personal line of credit
Company Response: Closed with explanation
2018-04-11
Knightdale, NC
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation