BBVA FINANCIAL CORPORATION

2018-03-26

Dallas, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-03-26

Blue Springs, MO

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Company Response: Closed with non-monetary relief

Timely Response

2018-03-26

Joshua, 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
Company Response: Closed with explanation

Timely Response

2018-03-23

Scottsdale, AZ

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: On Thursday XX/XX/XXXX I went into the XXXX store because I was to take part in a XXXX XXXX by what I believed was a legitimate company by the name of the XXXX XXXX. They sent me a check in which I deposited into my BBVA account on Monday XX/XX/XXXX for a total of {$2900.00}. BBVA compass informed me that they were going to put a hold on the check to determine if the check was good and if so the funds would be available on Wednesday XX/XX/XXXX. On Wednesday XX/XX/XXXX it showed in my BBVA Compass Account that the funds were there and so on Thursday XX/XX/XXXX I proceeded to do the job I was assigned to do and went to the XXXX store in XXXX Arizona located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX that stores telephone number is XXXX. Unfortunately to my surprise I was a victim of Fraud orchestrated by some scammers that made up a phony check, phony business, and ultimately got away with {$2600.00} dollars of my money in which {$600.00} dollars was taken from my bbva credit card and {$410.00} from my BBVA debit card. The remaining balance of {$1500.00} was taken from my debit card from another financial institution XXXX XXXX XXXX XXXX. I would like my money refunded back into my bbva compass account because I feel they are liable for making the funds available when I made it clear to them that I had no knowledge if the check was legitimate and if it was not then please let me know so I could report these scammers to the proper authorities and not have lost my hard earned money. I have called XXXX, the financial institutions involved and have provided proof and they have told me that they can't do anything about this in refunded me my money. The truth is if BBVA Compass bank would've never cleared the check I wouldn't be in this predicament.
Company Response: Closed with explanation

Timely Response

2018-03-23

Sun City, AZ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2018-03-23

Colo Spgs, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: On XX/XX/2018, Simple Bank associated with BBVA Compass bank reflected an incorrect available balance on my account of {$200.00} which was incorrected as my account was at a low/negative balance at that time and all prev purchases were still showing either pending or cleared and no transactions were missing from my bank lender showing no indications that a previous transaction didn't post or deduct fund from my account and this issue showed to be a system issue from Simple Bank not accurately reporting my current and up to date balance. Because of their system incorrectly determining my correct balance their system allowed a pre paid card previously set up on auto payment and attached to my account via a debit to deduct funds multiple times without my authorization or any funds available in the account to cover said transactions. I have never authorized Simple Bank or BBVA Compass for overdraft services or to cover my account in case of authorizations without funds to cover and appears to be in violation of overdraft regulation. This occurred due to Simple Bank system not correctly posting transactions to make account and creating a false positive balance to allow charges to clear when funds were not available. I also have screenshots from Simple 's website and mobile site reflecting these balance. I have also been being charged international transaction fees on my account when no out of country use or authorization has been preformed. I attempted to resolve this issue with Simple Bank directly but they are refusing to make right an issue caused by system errors on their part.
Company Response: Closed with explanation

Timely Response

2018-03-23

Tucson, AZ

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/XXXX I set up bill pay for the amount of {$80.00} for XX/XX/XXXX. My account was then frozen on XX/XX/XXXX and slated to be closed. The bank has not apologized for this and my account is still might be closed. Tried to file a complaint with BBVA Compass and was hung up on several times. I have my VA deposit to this bank account and will be homeless of they close account.
Company Response: Closed with explanation

Timely Response

2018-03-22

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-03-22

TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: The BBVA Compass bill pay service failed to deliver a payment by a scheduled date of XX/XX/XXXX resulting in late fees with my apartment complex. OnXX/XX/XXXX, I submitted a scheduled payment into the BBVA Compass bill pay system for delivery by XX/XX/XXXX, before the daily cutoff time for processing on the next business day. For some unknown reason the BBVA bill pay system did not process the payment on the next available business day, which was XX/XX/XXXX. The payment instead processed on XX/XX/XXXX, and due to this delay in processing the payment was not delivered by the scheduled date of XX/XX/XXXX. The payment was finally delivered on XX/XX/XXXX, which resulted in a {$35.00} late fee being assessed to my account, ( {$25.00} for XX/XX/XXXX and {$10.00} for XX/XX/XXXX ). I then contacted BBVA Compass Digital Services support to let them know about the missed due date and to request a refund of the late fee. I was asked to provide XXXX XXXX, a manager with the company, documentation from my apartment manager detailing the issue. In the document my apartment manager clearly described the late fee, why I was charged the late fee, what my rent due date is and the grace period for the balance to be paid by. Rent due date is the XXXX of each month with a 3-day grace period, and late fees begin accruing on the XXXX. However, after reviewing the information, XXXX XXXX stated the BBVA Compass bill pay delivery guarantee is based on the actual due date of the bill and does not take grace periods into consideration. I find this statement misleading and confusing. First, how would BBVA Compass know what the actual bill due date is without the customer first telling them what it is? Second, there is nothing in the BBVA Compass bill pay system that lets you specify the actual due date for a bill payment as you can only set a scheduled due date for delivery. Anyway, she went on to state I was at fault because the payment was scheduled too late for it to arrive on time, and BBVA Compass will not refund the {$35.00} late fee to my account. My position in this matter is that the BBVA Compass bill pay system failed to process my payment in a timely manner and failed to deliver my rent payment by the scheduled date of XX/XX/XXXX, regardless of the XX/XX/XXXX due date set by my apartment complex.
Company Response: Closed with monetary relief

Timely Response

2018-03-22

Leeton, UT

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: I opened a new account at BBVA compass a month ago ( or less than that ), and I decided it wasn't for me, and decided to just use a local credit union. I asked a rep on social media to close the account that was open for less than a month and he informed me that it would be {$50.00} ( XXXX for checking and XXXX for savings ). I do not want to wait six months. In addition, I want my account to be closed because there are so many negative reviews for BBVA and I'd just like to stick with my local credit union. I feel like this fee is unfair and unjustified.
Company Response: Closed with explanation

Timely Response

2018-03-21

Houston, TX

Incorrect information on your report

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

Account information incorrect
Complaint: During a time of XXXX BBva compass allowed someone to use my identifying information to open several loans and account and bank accounts.
Company Response: Closed with explanation

Timely Response

2018-03-21

Bellaire, TX

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: I was contacted by XXXX XXXX, a debt collection agency on XX/XX/XXXX advising that they were attempting to collect a debt of over {$7000.00} on behalf of BBVA Compass, used on a credit card issued in my name for a business I formerly owned. I informed them I had no knowledge of any such debt as I had never requested or received a credit card for this business. They indicated the card had been sent to an address that I have never lived at in a city I have never lived in. Furthermore, any accounts associated with the business were closed by me in XXXX, I requested validation of this date. On XX/XX/XXXX, I sent a certified letter again disavowing any knowledge of this debt and asking for verification, to date it has never been received or acknowledged. I contacted the originator of this debt in person at a branch in XXXX TX on XX/XX/XXXX, I spoke with XXXX XXXX who advised he would contact the fraud department and have documentation sent to my address, this never happened. I contacted BBVA Compass by phone on XX/XX/XXXX and spoke with XXXX XXXX, the manager for the XXXX branch, who advised he had submitted the complaint to the fraud department and they would contact me within 3 business days, I have not heard from anyone. On the same date I spoke with a representative over the phone named XXXX, who advised she was unable to assist because the system would not allow her to do anything. I sent a certified letter to BBVA Compass on XX/XX/XXXX, disavowing any knowledge of the debt and requesting validation, to date I have not received anything. I have notified all 3 credit bureaus of this theft identity, and made completed a identity theft report with the FTC. To date there has been nothing reported on my credit, however, on XX/XX/XXXX I was contacted by a second collection agency.
Company Response: Closed with explanation

Timely Response

2018-03-21

Charlotte, NC

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-03-21

Ionia, IA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-03-20

Eugene, OR

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: XXXX XXXX put a block on a merchant without my consent or notifying me a block was put on the merchant, or the reason for the block. This block resulted in significant data loss from the subscription service being discontinued due to the block. XXXX XXXX then took several days to remove the block, something that normally could be done much quicker should a reasonably professional effort be made to do so by XXXX XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-03-20

Jersey City, NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX, I applied online for a BBVA checking account under a {$200.00} cash bonus promotion that required the account be opened between XX/XX/XXXX and XX/XX/XXXX. Although BBVA did not open the account until XX/XX/XXXX, the bank told me I should be eligible for the promotion as I had applied during the promotional period. The promotion called for the {$200.00} bonus to be received within 60 days after the posting of a direct deposit of at least {$300.00} within 60 days of account opening. I satisfied the direct deposit requirement onXX/XX/XXXX. I have yet to see the bonus deposited to my account. I have reached out to the bank via secure e-mail and by phone to no avail.
Company Response: Closed with monetary relief

Timely Response

2018-03-19

Lexington, NC

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX I applied for a checking account to fulfill the requirements for an advertised {$200.00} bonus. I've included a snapshot of the bonus advertisement. I received a {$350.00} direct deposit, fulfilling the bonus requirements, and have been waiting for the bonus to post. I haven't heard back from a message I sent XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-03-19

North Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with non-monetary relief

Timely Response

2018-03-18

Lowell, AR

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XXXX XXXX, 2017, I applied for a checking account from BBVA Compass because of an offer they had where you would get a {$200.00} bonus after opening a checking account and getting a {$300.00} direct deposit. BBVA sent me an email saying that my account was under review and I would be called soon. I was never called, and despite me calling and emailing them numerous times over the next two weeks it wasn't until XX/XX/XXXX that I was told my account wasn't under review any more and I was able to sign in. I met all the requirements for the {$200.00} bonus -- I read all the fine print, and did exactly what I needed to do. I never got it. I've called them several times and messaged them on the website several times and gotten the runaround, and repeated refusals to help because " the promotion expired on the XXXX and your account was opened on the XXXX ''. They obviously just delayed the official account opening date so they could cheat me out of the {$200.00}.
Company Response: Closed with monetary relief

Timely Response

2018-03-17

Beyersville, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XX/XX/2016 XXXX XXXX from XXXX XXXX in XXXX, Texas with a phone number of XXXX closed my CHECKING account XXXX days before HE KNEW my automatic deposit would be arriving because I had this account since XX/XX/2016 when I opened it up at XXXX XXXX XXXX, XXXX, Texas XXXX with XXXX XXXX # XXXX under account number XXXX ; XXXX XXXX or XXXX XXXX then accepted my funds of {$2000.00} XXXX & then DID NOT return them to the issuing financial facility until 10 days later BUT suggested I stop by XXXX XXXX in XXXX, Texas to see if I could pick up the cash from this location when I was IN XXXX, Texas XXXX XXXX, Texas at XXXX XXXX XXXX XXXX Washington, Texas XXXX ( XXXX ) where XXXX & XXXX were tellers & so nice as well as XXXX plus to my knowledge I have never met XXXX XXXX or XXXX XXXX because I only stopped by XXXX, Texas bank on a handful of occasions & used the DRIVE-THRU because I was headed to Washington or XXXX, Texas to see family
Company Response: Closed with explanation

Timely Response

2018-03-16

Bakersfield, CA

Getting a credit card

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

Application denied
Complaint: I received an invitation to apply for a XXXX credit card from BBVA Compass Bank and went ahead and applied online ( application ID : XXXX ) my application stayed pending for over a month and during this time I received false information from more than 10 people in customer service about the application being pending credit review. After a long period I spoke to someone who claims to be a supervisor ( XXXX XXXX ) but he was rude, not helpful and had no power or authority to demonstrate that he is a read supervisor. He told me that the bank won't approve me because I am not a XXXX XXXX which is a total discrimination based on Citizenship and Country of Origin. I told him if that's how the bank evaluates potential customers why did they send me an offer in the mail to apply for credit card even though I am a citizen to which he never had a good answer and then he started blaming me for applying online even though the letter says that I can apply online, in branch or by the phone. Federal credit regulations state that when a bank solicits a customer through mail to apply for a credit card their offer must be firm, legit and final approval is subject to CREDIT approval not citizenship status. If this bank made me an offer they were never going to honor it even if my credit was perfect because they are discriminating against people who are not citizens which means that the offer was not legit, illegal and against federal regulation. I asked if they are willing to remove the inquiry and he refused and told me to go contact the credit bureau. I read the offer letter again and not a single word says anything about being a XXXX XXXX before applying. Later I received a letter in the mail stating that they won't approve me because of fraud risk which is a complete joke because I tried to work with them and submitted verification documents including my social security card and state ID and even went to a branch in person to resolve the issue but no one wants to help. I was treated unfairly by this unprofessional bank and it's useless customer service team and I expect CFPB to protect me and my rights from this whole encounter. Attached are all the pages from the offer letter and the denial joke letter.
Company Response: Closed with explanation

Timely Response

2018-03-16

Dallas, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-03-16

Lucas, TX

Improper use of your report

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

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2018-03-15

Saint Paul, MN

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: XX/XX/XXXX : I signed up for CLEARCONNECT CHECKING account under terms of {$200.00} new account bonus. Offer expired on XX/XX/XXXX. XX/XX/XXXX : I signed up again for CLEARCONNECT CHECKING account under the same offer after BBVA informed me via email that " We Messed Up! '' opening the prior application. BBVA confirmed back via email that my second application was processing. XX/XX/XXXX : BBVA sends me welcome email to my new account. XX/XX/XXXX : I met the final term of the offer by having my employer direct deposit my paycheck with a requisite amount within the 60 day stated time period to qualify for the offer. The other terms were met like new customer, one per household, account type, and opened online. XX/XX/XXXX : The offer terms state {$200.00} should have been deposited by this day which was 60 days after XX/XX/XXXX. The promised bonus deposit was not made. XX/XX/XXXX : I sent an online secure message asking about the missing {$200.00} bonus. XX/XX/XXXX : After not hearing anything from the secure message, I called customer service. After being told I do not qualify due to my state of residence and due to opening the account online despite the terms and conditions saying otherwise, a gentleman ( manager escalation ) opened a ticket to resolve the issue 'within 5 business days '. ~XX/XX/XXXX : 'Mark ' replied to my online message saying another ticket was opened regarding the matter and that should be resolved in 24-48 hours. This reply is backdated within BBVA 's messaging system to XX/XX/XXXX. XX/XX/XXXX : After BBVA failed to meet both deadlines from my two open tickets, I called back customer service. The representative states I did not qualify for the offer because BBVA did not open my account until XX/XX/XXXX. I stated there was no possible way for anybody to sign up under the offer if BBVA took 2 weeks to open the applications and they used the date BBVA opened the account rather than the customer. This representative further tells me she can not assist because the group that handles this type of issue is closed for the day and I would need to call back. She claimed to be opening a ticket but no ticket number was provided. XX/XX/XXXX : I submitted this complaint to CFPB.
Company Response: Closed with monetary relief

Timely Response

2018-03-15

Austin, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: My paycheck is deposited to my checking account at BBVA every XXXX and last day of the month. XX/XX/2018 fell on a banking holiday so BBVA elected, without notice to me, to withhold my pay until the following day. Due to financial commitments, I needed to access my money on the XXXX so I made 3 transactions that day. One was a cash withdrawal from an ATM and I was not given notice of overdraft when the funds were released from the ATM - as is typically noted if an overdraft will occur. BBVA did not process my paycheck until XX/XX/XXXX. They then proceeded to charge NSF fees 3 times for the 3 transactions the day before. I continued using my checking account as necessary and had not spent more than my available funds - IF the bank had not delayed my payroll and applied NSF fees when they should not have. The balance continued to snowball and they applied more NSF. I contacted BBVA through their website and all I get are generic form letters in return advising of their overdraft policy. The problem of them withholding my pay, without permission or notification, was never addressed. Getting nowhere with the bank I filed a complaint with XXXX. A total of {$290.00} in NSF fees had been applied to my account between XX/XX/18 and XX/XX/18. Through XXXX the bank agreed to refund {$110.00}. They stated my employer advised to hold my pay until after the holiday so they were not going to refund the remainder of the fees. I verified with my employer that this was not true and I provided BBVA with proof of this. The funds were processed for distribution on XX/XX/XXXX. My co-workers received their pay on XX/XX/XXXX. Not only did I present BBVA with proof of the payroll process date, I highly doubt my employer ( a large corporation ) instructed pay to be distributed on time to all employees, except me. I believe BBVA uses this deceitful tactic to apply fees unlawfully. They still declined to make it right. Attachments here include : Confirmation from payroll on XX/XX/18 processing Balance of my account had the transactions processed properly
Company Response: Closed with explanation

Timely Response