BBVA FINANCIAL CORPORATION

2018-02-21

Bellingham, WA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-02-20

Anthem, AZ

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
Complaint: DEFI/BBVA COMPASS XXXX XXXX XXXX XXXX AL XXXX pulled my credit resulting in a hard inquiry on XX/XX/2018. No consent or written permission was given to them to pull my credit.
Company Response: Closed with explanation

Timely Response

2018-02-20

Boston, MA

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Complaint: BBVA Compass ran a {$200.00} promotion bonus for opening checking account from XX/XX/2017 through XX/XX/2017. I opened a checking account on XX/XX/2017. Per their requirement below, I have qualified but they refused to credit me with the bonus 1. 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. 2. Account must be opened within XX/XX/2017 through XX/XX/2017 3. 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. 4. The account must be opened at a branch, online or via XXXX, Option XXXX. 5. After the requirements have been met you should receive the promotion within 60 days.
Company Response: Closed with monetary relief

Timely Response

2018-02-19

Orange, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2018-02-18

Brooklyn, NY

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-18

Lakewood, NJ

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-17

CO

Trouble during payment process

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

Complaint: Upon multiple attempts, including on XX/XX/18, to make a transfer from my HELOC with BBVA to my checking account with BBVA, my access to my HELOC was denied. Per the Home Equity Optimizer Account Agreement, I should be able to access by funds per telephone, however the customer service representatives are insistent that I need my XXXX card CVV number. This defeats the purpose of calling over the phone, since I do not have a XXXX with this account. The representatives explained to me that this was for regulations and security purposes. 1 ) There is no banking regulation that requires a CVV to transfer from my Heloc to checking account. 2 ) The representative already confirmed my identity by verifying account number, date of birth, credit limit, and last deposit amount, all in addition to calling through the mobile app that identified my account for them. My HELOC and my checking account have the same signers, only myself, so the risk of fraud is minimal, especially after verifying me several ways. I asked to file a formal complaint and was told that there was nobody that I could escalate this to, including a manager or supervisor. The representative told me they would send an email to their manager, but when I asked for a follow up from a supervisor, they told me they could not guarantee that. In other words, my request/complaint would be ignored. Ultimately my access to my consumer line of credit is being restricted and I am unable to use the line of credit per the line of credit agreement.
Company Response: Closed with explanation

Timely Response

2018-02-17

Dallas, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: XX/XX/XXXX : Opened checking account with the promotion of the following terms : 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. XX/XX/XXXX : Received a direct deposit from employer in the amount of {$300.00} XX/XX/XXXX : Called bank and CSR acknowledged bonus should have posted but he was unable to post the bonus. No bonus posted as of XX/XX/XXXX. Bank did adhere to their terms and conditions. Bonus was not posted within 60 days of XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-02-16

Opening an account

Checking or savings account: Checking account

Account opened as a result of fraud
Company Response: Closed with explanation

Timely Response

2018-02-15

Boca Raton, FL

Getting a credit card

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

Application denied
Company Response: Closed with explanation

Timely Response

2018-02-15

Helt, IN

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened this account on XX/XX/XXXX with the expectation of receiving a {$200.00} new account bonus. The requirements were : -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. -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. On XX/XX/XXXX I received an direct deposit from my employer in my BBVA account in the amount of {$300.00} meeting the terms of this new account bonus. It has now been many more than 60 days, but my new account bonus has not posted.
Company Response: Closed with monetary relief

Timely Response

2018-02-14

Unity Plaza, CT

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I applied with BBVA Compass for a checking account. There was a promotion involved that if I direct deposited {$300.00} or more into the account within 60 days I would receive a {$200.00} bonus. The bonus was due to be paid within 60 days of the account being opened. I opened the account in the beginning of XX/XX/XXXXand a {$300.00} direct deposit from my employer was posted on XX/XX/XXXX. It's been almost 90 days since the direct deposit came through and over 90 from when the account was opened. I contacted BBVA twice after the 60 days was up and they said I would receive a call in 3-4 business days each time. I was told my account met all the requirements for the bonus, but I have not yet received the bonus or any follow up phone call.
Company Response: Closed with monetary relief

Timely Response

2018-02-14

Pittsburg, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-02-13

Mobile, AL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-02-13

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I had recently filed a complaint about Compass Bank. They were denying me any reimbursement of my personal property that was left in the vehicle after a repossession. They are denying me for the reason that it was not listed in their report. The items were in the consoled of the vehicle and were not out in the open. They can not just donated or discard personal property such as eyeglasses and prescription medication. Those are important and necessary for my everyday life.
Company Response: Closed with explanation

Timely Response

2018-02-13

Albuquerque, NM

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2018-02-13

Houston, TX

Opening an account

Checking or savings account: Checking account

Confusing or missing disclosures
Company Response: Closed with explanation

Timely Response

2018-02-12

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I did contact Compass Bank to inquire about how to get back my personal property after a repossession of my car. I was not provided any information on doing so. I had a pair of eyeglasses and a prescription medication left in the car. In response to a previous complaint that I had made. Compass Bank had denied me any compensation or forms of reimbursement. They had stated that in the vehicle report there was no personal property in photographs that were taken of the car. The eyeglasses and prescription medication was located in the consoled of the vehicle. In the report that Compass Bank had sent via the CFPB website there were not photos taken of the consoled. By law a company can not keep or discard eyeglasses or prescription medication. They could have simply sent my property through US Mail but they did not
Company Response: Closed with explanation

Timely Response

2018-02-12

Fort Collins, CO

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

2018-02-12

Chicago, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-02-12

Saint Paul, MN

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a XXXX XXXX checking account responding to a bonus offer for {$200.00} after receiving a qualified direct deposit. Terms state : 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 employer made a direct deposit of {$300.00} on XX/XX/XXXX and again on XX/XX/XXXX. Per the terms the bonus should have been paid within 60 days of XX/XX/XXXX which it has not been, as of XX/XX/XXXX. Bank has not responded to my secure message inquiring about bonus payment.
Company Response: Closed with monetary relief

Timely Response

2018-02-12

Farmingtn Hls, MI

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-10

False statements or representation

Debt collection: I do not know

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2018-02-09

Ocala, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Company Response: Closed with monetary relief

Timely Response

2018-02-09

Warrenton, VA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I signed up for BBVA Compass's Mega Blitz promotion in which I could apply online for a checking account and receive $XXXX if I completed a direct deposit within 60 days of opening my account. I opened my account on XX/XX/XXXX, and completed a direct deposit from my employer on XX/XX/XXXX. Per the terms of the offer, the $XXXX should have been deposited into my account within 60 days of the direct deposit, i.e. XX/XX/XXXX. I haven't received this bonus. I have contacted BBVA on XX/XX/XXXX to find out the status, but never heard back from anyone. I have attached a print out of the promotion information when I signed up for the account for reference.
Company Response: Closed with monetary relief

Timely Response