BBVA FINANCIAL CORPORATION

2018-03-02

Norwich, CT

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-03-02

Wonder Lake, IL

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened my BBVA checking account on XX/XX/2017 to take advantage of an online offer the bank was promoting. The promotion details can be found below. I met all the requirements and contacted the bank via their secure messaging system. Each time, they tell me to visit a branch, however this was not part of the promotion and there are no branches near me. 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. Eligible accounts include BBVA Compass ClearChoice Interest Checking, BBVA Compass ClearChoice Free Checking, Clearconnect Checking, and Easy Checking. Eligible accounts for residents of AL, AZ, CA, CO, FL, NM, TX include BBVA Compass ClearChoice Free Checking, BBVA Compass ClearChoice Interest Checking, ClearConnect Checking, and Easy Checking. Only BBVA Compass ClearChoice Interest Checking and ClearConnect Checking are eligible accounts for residents of all other states. Offer is valid for accounts opened in branch, online, or by phone 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. All bank account bonuses are treated as income/interest and as such you have to pay taxes on them.
Company Response: Closed with explanation

Timely Response

2018-03-01

Cornelius, OR

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-03-01

Chula Vista, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I opened a new checking account on XX/XX/18 at XXXX Compass bank in XXXX XXXX. I was waiting for my new debit card to come. I recieved in mail my welcome to online banking letter and a letter with my pin # in it. But no debit card. I had set up online banking and a phone app at the branch the day I opened account. I noticed I couldnt log into the phone app for my banking so I called the bank to ask about my card and the app not working. The bank informed me that the debit card had been activated and my account had been cleaned out in a day. Several transactions had been done. The bank also asked me if I had called to change my # and email. I told them that I had not done this.No one from banks security ever called me to see if I had for a new account. I then followed the banks instructions about filing a police report. Filing a mail theft report with the postmaster online. Also I filled out fraud dispute forms with the bank about any transactions starting XX/XX/18 that were not mine. all from that date were not mine. The bank has informed me that they will not refund my money that they allowed to be stollen. They said normal use on account. Its a new account and I had no debit card.How could there be any normal use established yet.? Fraud department also mistakenly emailed me another banking clients personal dispute info. I would think they would check name before sending a clients personal banking info to someone else. But, if they allow criminals access to my money then obviously not very perfessional. XXXX has acted negligent in keeping my money safe and taking security precautions to ensure that and now are refusing to refund my money from new account. Someone please advice and help. Single Mom XXXX
Company Response: Closed with monetary relief

Timely Response

2018-02-28

Odell, OR

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I applied for a checking account with a {$200.00} bonus from BBVA. I met all the requirements that they listed but it's been almost 4 months and they haven't deposited my bonus. They also don't respond to inquires about this, and have overall very poor customer service.
Company Response: Closed with explanation

Timely Response

2018-02-28

San Antonio, TX

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-28

Westerville, OH

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-02-28

Bakersfield, CA

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2018-02-28

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-02-28

Fullerton, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-02-28

Atlanta, GA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-27

TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I started a dispute for a transaction on my account on XX/XX/2018. BBVA Compass says disputes can take up to 10 days to be handled and will notify me if they need anything. Today, XX/XX/2018, I created another dispute for another transaction on my account ( from the same company ) and found they denied my previous dispute. I called the number provided asking reasons why it was denied. The gentlemen started reading MY dispute but did not inform me of the reason. I asked again for the reason which he replied he would contact the investigator. After about 15 minutes of this ( asking for reasoning ) he stated there was no evidence to support my dispute. I told him that was correct, there was no evidence why the company would charge me twice in one month for something I don't have. Again, he stated not the evidence for the company but for my side. I informed him that no one ever contacted me for evidence or the contract. This time he gave me an email to send the contract to. I asked for him to open both disputes again and please handle it properly. Any other merchant service will dispute directly with the company, BBVA Compass bank does not do this. I don't think they do anything. Their dispute process is completely fraudulent. When I asked for the company 's merchant services so I can dispute directly he refused to give me any information. XXXX won't let consumers directly dispute since everything is handled through the providers ( in this case the bank ). I still don't know the information for the company 's merchant service provider as I could directly dispute with them and they would help I am sure. I asked for a new debit card and they refused since they won't consider them fraudulent charges, even though I have never authorized the charges. BBVA Compass is not disputing anything, they simply sit on a transaction for as long as possible and then close it with no evidence or support. They won't even file disputes on the consumer 's behalf ( their member ).
Company Response: Closed with explanation

Timely Response

2018-02-27

Cincinnati, OH

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-26

E Rockland Key, FL

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with monetary relief

Timely Response

2018-02-26

Eugene, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-02-24

Ridley Park, PA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I met all of the requirements for a {$200.00} bonus to be added to my account which was not posted in the advertised time frame. Specifically, a deposit from my employer exceeding {$300.00} was posted on XX/XX/17. The bonus was supposed to be posted within 60 days of this event. After 71 days I reached out to support. Support took over a week to respond and did not resolve my issue.
Company Response: Closed with monetary relief

Timely Response

2018-02-23

Houston, TX

Incorrect information on your report

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

Account information incorrect
Complaint: I have Compass credit cards counts that should show paid to XXXX one of them is closed the other is still open.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-23

Houston, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-02-22

Beaumont, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2018-02-22

Phoenix, AZ

Getting a loan or lease

Vehicle loan or lease: Loan

Credit denial
Complaint: It is not the denial that is the issue. i was told that if I applied and got denied for that term I could apply for a different term and not re-run my credit. Well i was going to add my husband and all of a sudden they wanted to re-run my credit. I didn't do it but I wouldn't have let them in first place and why i asked, they said my credit was good for 30 days then that changed. This same bank ran our credit twice for a mortgage loan. these multiple hits hurt us and I do not agree with this.
Company Response: Closed with explanation

Timely Response

2018-02-22

Chicago, IL

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-21

Milton, FL

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-02-21

Indianapolis, IN

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2018-02-21

Green Acres, FL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with explanation

Timely Response

2018-02-21

Odell, OR

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Hello - I opened an account with BBVA Compass bank on XX/XX/XXXX under a bonus offer to receive a bonus of {$200.00} in exchange for doing at least {$300.00} in direct deposit, which i fulfilled two separate times on XX/XX/XXXX and on XX/XX/XXXX - i was told that i would receive the bonus within 60 days of meeting the bonus requirements. I did not receive any promotional bonus as of this writing, and after submitting my case to BBVA compass several times via secure message, they have told me twice that it was under internal review, only to not respond any further - once on XX/XX/XXXX ( representative XXXX ) and then again on XX/XX/XXXX from representative XXXX - both promised a 24-48 hour response with no avail. I am very unhappy that this process has been so difficult and that BBVA Compass has been so poor at responding to my requests. XXXX
Company Response: Closed with monetary relief

Timely Response