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 50
2018-03-15
Flintridge, CA
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
2018-03-14
Carrollton, TX
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: I made a complaint about BBVA, I tried to call them but they hung up on me. The complaint number is XXXX. I also provided feedback. I would like everything to be reviewed again. Because if they are using an automatic system I did not chose that, if I do not have the money in the account I do not wish to pay something. They decided they would pay it. Which would be a personal business loss on their end. I have no accountability or responsibility to pay them back. Even BBVA 's documents and submitted and in their reply they even state I had the money, and I went into a branch and got my money, their fees were not even process the day I got my money. Again on them and their system. They even show how and tell how they just kept piling on fees two {$25.00} fees several {$38.00} fees and they just kept sending checks according to one of the agents. Which would be another system error.
Company Response: Closed with explanation
2018-03-14
Asheville, NC
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with monetary relief
2018-03-14
Stewart, AL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: XXXX XXXX, XXXX XXXX XXXX, contacted BBVA Compass after husband XXXX XXXX XXXX, that the bills coming were for a credit card issued to XXXX, not XXXX. The original paperwork shows the card belonged to XXXX. No charges had been made to the card in the years prior to XXXX 's XXXX. He was simply paying off the card. The result appears to have been that BBVA Compass added XXXX 's name to the card without asking permission. In turn, XXXX has been paying the bills as they come in, now paying over {$5000.00} on a {$4000.00} balance. Assistance is requested to please ask the BBVA Compass to retire this debt and correct their records showing the card is not XXXX XXXX
Company Response: Closed with explanation
2018-03-13
S San Fran, CA
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Company Response: Closed with explanation
2018-03-13
Dallas, TX
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: I've been banking with XXXX XXXX XXXX for 2 years now and I've always had issues with the bank charging me unrelated and unnecessary fees ... I have reached out several times to correct this problem but I cant seem to get the bank to Understand my problem. Upon opening my account I was presented information just to get me to open up an account but a few months later things changed ... I have over {$700.00} in overdrafts and return items fee on my account ... Upon opening the account i was told that BBVA doesn't charge for those Items that wasn't authorized but I was ... when i called to dispute those charges the representative hung up on me after 20 of being on the call. For the last 3 direct deposit I've had it was taken away from me for fees the bank charged me ... Please help me with this matter ... .Ive call and I cant seem to get any help!
Company Response: Closed with monetary relief
2018-03-12
Birmingham, AL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Closed with explanation
2018-03-12
Birmingham, AL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Company Response: Closed with explanation
2018-03-09
Cartwright, OK
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: XX/XX/2018 I opened an account with BBVA Compass. In a weeks time, they allowed my account to be compromised, they froze it, i did not even HAVE my debit card yet when they did. They have still not let me get my money out. Even had to open a SECOND account and they still won't let me. I had to miss my father 's funeral due to them not giving me access to MY MONEY. I filed a fraud claim, I have continued to not be able to pay bills or pay for meds I have repeatedly been railroaded by every department in this bank. I have been discriminated the to my XXXX, refused STILL to allow me to get my money. im Broke, mad, and I want HELP. They also made a mortage I NEVER applied for
Company Response: Closed with monetary relief
2018-03-09
Magnolia, TX
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: Mexico-owned BBVA Compass bank targets and lures our most vulnerable US citizens with aggressive sales tactics and Bait & Switch schemes such as written and verbal promises of " FREE CHECKING '' to lure senior citizens, disabled veterans and disabled single mothers and children who receive monthly social security disability checks. They use fraudulent schemes to convince them that it is free to transfer their Social Security checks into a BBVA checking account and use their " no cost '', " FREE '' checking and debit card. Once a social security recipient is locked into their " FREE '' checking account, they immediately begin keeping the social security income to pay for BBVA bank fees that result in them garnishing most if not all of the monthly Social Security income as " bank fees '' every month.
For example, for 1 disabled single mother and her children, after paying into social security and taxes for over 15 years, she became disabled and went on disability and trusted the BBVA salesperson in the Montgomery Country region of Texas who assured she could trust BBVA 's " free '' checking account as a deposit account for her and her children 's {$670.00} a month in social security income. But, they switched their policies as soon as her deposit arrived, and they seized the funds to keep for themselves as " bank fees '' almost immediately. Thus far, against her monthly social security of {$670.00}, BBVA has garnished up to {$30000.00} in " bank fees '' since they convinced her to open a bank account with them about 6 years ago.
BBVA 's theft of social security income and questionable profit-making policies and bully-like customer service style, resulted in the loss of this single mother and her children 's and related foreclosure of their home, auto and most basic childcare.
Additionally, BBVA 's theft of social security funds results in 3-15 times higher costs for the US government who then has to replace what BBVA stole by now having to also provide duplicate funds to pay for housing and food because BBVA took the social security income that was sufficient to pay for housing.
BBVA 's increases BBVA 's profits at the expense of the US Government, disabled veterans, senior citizens and disabled single mothers/children. In this case, their theft of most of the security security income each month, resulted in the federal government having to not only pay Social Security but now also Section 8, SNAP and cash to replace what BBVA garnished from every social security checks. Their theft of Social Security income not only triples the Government 's cost for this senior citizen this year, but also resulted in the repossession of the home, automobile, childcare, training needed to move off of government benefits. In other words, due directly to BBVA 's Bait & Switch sales tactics to lure social security recipients to deposit their monthly benefits into a " FREE '' BBVA bank account and also BBVA 's practices of garnishing most if not all of the social security income as " bank fees '' each month totaling almost {$30000.00} from just 1 disabled single mother 's check in Texas. In just this example, their actions increased the federal and state government expenses by more than TRIPLE and also increased the duration that a disabled single mother and her children now have to use government housing, transportation, SNAP, TANF and more -- all because BBVA chose to scams people into locking their funds at BBVA then garnishes most if not all of the social security income every month to profit their non-USA owners in another country. in other words, BBVA 's " policies '' of ignoring claims or taking over 90 days to refund unauthorized transactions and also garnishing the {$670.00} a month in social security income ( that would have continued to cover the cost of the mortgage, auto, food and training until the house and auto was repossessed because BBVA removed the funds for themselves so that we could no longer afford to pay the house mortgage, family car, school and job training ) which resulted in the US government having to pay 3 to 10 times for the addition of Section 8 Housing and other government assistance instead of just the {$670.00} a month that would have covered everything if BBVA did not garnish almost {$30000.00} in " bank fees '' for over 6 years against a monthly income of {$670.00}.
Company Response: Closed with explanation
2018-03-09
Cheverly, MD
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Complaint: I opened an account with BBVA on XX/XX/17. I completed my application on that day, but was approved at a later day. BBVA was running a promotion for setting up an account with a direct deposit of {$300.00} or more. I completed the direct deposit and waited the allotted time. My bonus has not been paid. I have called BBVA multiple times and they always say they will look into it but I have never been called back. I was eventually told I opened the wrong account, but after that call I went and looked at my application and it was for the correct account for out of state applications. I emailed multiple times and after weeks I get a reply that the account was opened after XX/XX/17 even though I completed my application on the date. I then email again showing that my application was completed on that date. I get a response a week later to call in again. I call in again and get told it will be looked into again.
Still no follow up. I just want this properly handled and the promotion applied.
Company Response: Closed with monetary relief
2018-03-08
Hanceville, AL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-03-08
Fort Pierce, FL
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Problem with balance transfer
Company Response: Closed with explanation
2018-03-08
Fort Walton Beach, FL
Attempts to collect debt not owed
Debt collection: I do not know
Debt is not yours
Company Response: Closed with explanation
2018-03-07
Sangerville, ME
Opening an account
Checking or savings account: Checking account
Unable to open an account
Company Response: Closed with explanation
2018-03-07
Lewisville, TX
Managing the loan or lease
Vehicle loan or lease: Loan
Billing problem
Complaint: I accidentally made a payment online twice via ACH though my checking account. I immediately called them to cancel the second one that still showed pending on my transaction history screen. They told they would not cancel the ACH and that I would have to issue a stop payment through my bank. Which would have caused the payment to be returned with them resulting in additional fee 's from Compass. My bank would have also charged me a stop payment fee on the ACH transaction as well. The rep I spoke with was XXXX. I finally told him to post it as a principle only transaction since they refused to cancel it.
Company Response: Closed with monetary relief
2018-03-06
Fort Walton Beach, FL
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Information belongs to someone else
Company Response: Closed with explanation
2018-03-06
Birmingham, AL
Attempts to collect debt not owed
Debt collection: Other debt
Debt is not yours
Complaint: Back in XXXX of XXXX, I opened an checking/savings account with BBVA compass. In XX/XX/XXXX, my account was defrauded after my wallet was stolen. I filed a police report the following day after my wallet was taken. I alerted Compass bank of what happened that day as well. Initially they had to freeze the account while investigating the fraud. Someone deposited two fraudulent checks in the account and withdrew all of the money out of it. They bought several money orders and other things at a XXXX in Georgia. At the time, my residence was in Alabama. This occurred a few months before I went away to basic training for the United States XXXX. While the investigation was going on, a new account was opened and this is where I had my work paychecks and other monies deposited into this new account. I was also issued a provisional credit from Compass in this new account. In XXXX of XXXX, I go away to basic training for the XXXX. I never heard anything about the matter since then. I was under the assumption everything was cleared up and I never once got a phone call about the matter again. I never had anymore money deposited into the account after that because I stopped working at the job I had at the time to prepare for my leave for the XXXX. For 2 months from XXXX to end of XXXX of XXXX, I had no access to my cellphone as I was in basic training and my phone sent to my dads and it was shut off. Upon graduation in XX/XX/XXXX, I still received no letters, emails or calls about the account. Once again I was under the impression, everything was fine so I had no reason to think about it. At this point, my mind was on other things.
Fast forward to XX/XX/XXXX, I finish my technical school and I end up being stationed in XXXX for the XXXX. I'm living my life, doing my job for the military, I had no other personal matters back in states so I had no reason to think there was something amiss with Compass bank. I end up being deployed right after finishing and I spent some time overseas. Fast forward to XX/XX/XXXX, I come back to the states for a week during leave to visit family back in Alabama. I get a phone call from a man named XXXX who was with a debt collection agency saying that I owe compass bank over {$2500.00} after an account I had with them was overdrawn and had been so for several months. I was blown away by that because I hadn't received any correspondence from Compass Bank in regards to an overdrawn account. He wasn't able to provide details except that the account that I had with Compass had been charged off in XX/XX/XXXX as it had been overdrawn for over 90 days. I called Compass the same day and I ended up getting passed around on the phone between departments. When I asked why the account was overdrawn, they couldn't provide an answer since it happened back in XXXX. I have a security clearance from the government. This put my security clearance and livelihood from the military in jeopardy due to the fact that, this had been on my credit report at one time and I could have lost the clearance. I had to make an arrangement to pay the debt in order to keep my clearance. Also I was told that, if I had let it go and not paid, I wouldn't be able to open a checking account or any account with any financial institution. That's exactly what I did, I made an arrangement and would pay in installments. I knew I was going back overseas so I had to make some type of arrangement to keep my clearance and due to the fact, I wouldn't be able to deal with this overseas. I wasn't thinking about Compass bank while serving my country.
I'm still living overseas. I'm on leave for a few weeks until I get back. This hasn't been resolved. Each time I'm able to call back while in the states, I'm either no able to get thru as the BBVA Compass Bank calling system is severely messed up. I had to call 3 times back to back because the answering service was not working ( i.e. you're told to press " XXXX '' and you do, but it doesn't register ) When I am able to get through, I'm told I have to speak to the Chargeback Team, which also takes forever to get through to them. There have been times throughout the day, I've had to call 6 times in a row but after all of the waiting, I get a voicemail. Then when I am able to speak to someone in that department, they tell me I have to speak to Client Care Fraud, who then tells me to speak to the Chargeback team and vice versa. It's this constant back and forth. Then one person told I should go into a local branch for more assistance. I'm thinking, " why do I need to go into a local branch, if you're a corporate level? Shouldn't you all have that same information that a local branch would? '' I believe she was telling me that in order to get me off of the phone. I wasn't sure how that would help me in this situation.
As of XX/XX/XXXX. I have one more week of leave before I have to go back overseas. I called Compass Friday XX/XX/XXXX. I was finally able to get a clear answer about why they charged off the account initially. Per an agent on the phone, I was told that the original dispute that was filed claimed there was fraud on the account and certain charges that were disputed didn't line up with the video. They said there were charges disputed that weren't fraud. I specifically mentioned only charges that happened in GA. These were XXXX and I believe some XXXX type charges. As a result, they denied the claim. Clearly back in XXXX, there had to have been a miscommunication. That was the first time I had heard about why the claim was denied. It took all of this time to get to that answer. The call ended up being dropped and I ended up calling back on XX/XX/XXXX ( today ) I was able to get through and I'm sure they saw that I called many times before -- this lady picked up after I was transferred and she was very rude, there wasn't even a " Hello '' it was more like " what do you want? '' type of answer. Actually had the nerve to ask me " well why are you waiting in XXXX to call about this when it happened in XXXX? " I mentioned, that this wasn't my first time calling. I've called many times since the account was charged off. I haven't been able to get a clear answer from anyone, when I asked about the fraud claim. It seemed she was blaming me instead of trying to help. I let her know, that this is the first time I'm hearing about the denial of the claim in XXXX. I also mentioned that it was unacceptable and I wanted some type of reprieve. I mentioned, I'm in the military and I had been away overseas. Not one time I was away or even in the states, Compass tried to contact me. They could have sent an email, as they had that information when I originally signed up for an account. My whole thing is that, it's not too much about the money I've paid on this, it's the principle as a consumer. Someone commits a crime against another and when you do everything that's asked of you, but you're the one treated like a criminal. The people who did this probably went and did this to other people. Then when I do call, they mention the fact that I have been paying on this and I'm like " you would do the same thing if you had a security clearance and it could be taken away because of a debt on your credit report or if there is any kind of blip with your finances '' Of course I'm going to pay if it means I keep my livelihood.
The lady whom I spoke with, said she would get a supervisor to call but I have yet to hear from one. I don't believe she actually sent it to a supervisor. I'm going to keep calling every single day while I can until this is completely resolved. This is unacceptable and terrible customer service. I will keep calling until something is done. When you do what is asked of you and they treat you like a common criminal, it's not right. I serve my country and work my tail off everyday, I shouldn't have to come back to the states to deal with this and I shouldn't have to keep dealing with my I'm overseas or deployed when I have other things I should be focusing on. There was no type of compassion with these customer service agents, just rudeness and a willingness to pass you over to someone else to get you off of the phone. I bet if this happened to one of them, they would feel the same way I'm feeling. I'm going to keep fighting on this.
Company Response: Closed with explanation
2018-03-06
Fort Worth, TX
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 monetary relief
2018-03-06
Adelaide, WA
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with monetary relief
2018-03-05
Loma Linda, CA
Written notification about debt
Debt collection: Credit card debt
Didn't receive enough information to verify debt
Complaint: XXXX XXXX XXXX, XXXX XXXX XXXX XXXX # XXXX XXXX XXXX California XXXX XX/XX/XXXX COMPASS BANK XXXX XXXX XXXX XXXX AL XXXX XXXX XXXX COMPASS BANK Account Number : XXXX Balance : {$9700.00} SSN : XXXX DOB : XX/XX/XXXX To Whom It May Concern : COMPASS BANK I would like to make arrangements to settle the above referenced matter.
Please provide me with your statement of the amount owing as of ( XX/XX/XXXX ), together with your assurance that you will accept payment in direct and immediate exchange for the original instrument of indebtedness in its original form.
Thank you very much.
XXXX XXXX XXXX, XXXX Without Prejudice UCC 1-308 )
Company Response: Closed with explanation
2018-03-05
Kansas City, MO
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: I applied for an account under a promotion and have completed all the required steps. I have reached out to them multiple times and they have not reconciled the problem.
Company Response: Closed with explanation
2018-03-04
Cumming, GA
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with explanation
2018-03-03
Key Biscayne, FL
Managing an account
Checking or savings account: Checking account
Banking errors
Complaint: In XX/XX/XXXX, BBVA Compass posted a special offer on their website that they would give new checking customers a {$200.00} bonus if they opened a checking account ( either online, by phone or in person ) by XX/XX/XXXX and made a direct deposit of {$300.00} within 60 days of opening the account. I opened a new checking account with them on XX/XX/XXXX and made a {$300.00} direct deposit from my paycheck on XX/XX/XXXX, therefore meeting with requirements to receive the bonus. The special offer stated that the {$200.00} bonus would be credited to the account within 60 days after all requirements were met. After the 60 days passed, I had not received the bonus, so I sent an online message to BBVA on XX/XX/XXXX to ask if they could confirm that I met the offer requirements and find out why I had not received the bonus yet. 10 days later they responded to confirm that I did open the account during the offer time period and did make a correct direct deposit in the account within the offer time period ; they also added : " At this time we have submitted an escalation to further review your account regarding the promotional credit. Please allow 24 to 72 business hours for processing. '' After the processing time passed, I had still not received the bonus, so I sent another message on XX/XX/XXXX to check on the status of the review process. There had been no response to my message by XX/XX/XXXX, so I called their customer service phone number and explained my problem to the representative ; she said it appeared I had met the requirements for the bonus and would create a ticket for the bonus to be credited to my account. I asked how long that process would take, but she said she couldn't give me a time estimate but it should be " in a few days. '' On XX/XX/XXXX, someone finally responded to my last online message asking for an update and said that I would need to visit a local branch for more assistance to receive the bonus. I then sent this final response : " This was an online promotion and visiting a physical branch was not a condition to receive the promotion bonus. There is not a branch in my area of the state. I've already been told I met the requirements to receive the bonus, yet it's been over a month since I should have received it. I'll be filing a complaint with the CFPB. Thanks for your assistance. ''
Company Response: Closed with monetary relief
2018-03-03
Springfield, MO
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 non-monetary relief