BBVA FINANCIAL CORPORATION

2018-02-08

San Antonio, TX

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: I've attempted to call and email BBVA Compass ( call, ~XX/XX/XXXX, XX/XX/XXXX ; email XX/XX/XXXX, XX/XX/XXXX ) after my account was frozen on my request to dispute a transaction ( which I was unable to do online ). Once my account was frozen, I was unable to access my balance and transaction history. I received my new credit card in the mail XX/XX/XXXX, activated it XX/XX/XXXX, and still see no account history for this credit card. The individuals who I spoke to over the phone with BBVA were either unhelpful or outright rude. I was told ~XX/XX/XXXX that a dispute document was going to be sent to my home address, which I have yet to receive ( although I've received my credit card ). I've never dealt with a financial institution so inept and unable to answer what should be a simple problem/question. I've started to consult attorneys in the area to ensure I'm not taken advantage of. This is unprecedented behavior and I don't yet understand what is driving it.
Company Response: Closed with explanation

Timely Response

2018-02-08

Edmond, OK

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2018-02-08

Grover Beach, CA

Problem when making payments

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

Problem during payment process
Complaint: My bank, XXXX XXXX XXXX XXXX, online bill pay service issues a check and mails it two days before due date that I set in bill pay. In this case XX/XX/XXXX was due date to pay credit card Co BBVA Compass. I confirmed with my bank online bill pay that check was cut and mailed for XX/XX/XXXX. Problem is the credit card company, BBVA Compass, receives payment check issued by my bank, XXXX XXXX XXXX, on XX/XX/XXXX then has slow processing with check posting on XX/XX/XXXX ( the XXXX as a Friday ) thereby incurring me a {$27.00} late fee and minimum interest charge of {$1.00} I called BBVA and they reversed both fees after much discussion as to why I should no be held responsible. However, when I explained that the late or slow processing is the cause of the problem at BBVA, her response is that I should be paying 2 to 3 days before the due date in order to avoid the late fee. I do not have this problem with ANY of my other bill pay banks ... ever. She did not seem to grasp the concept that BBVA 's processing a payment two days after its arrival is not acceptable nor their responsibility. Hence my complaint. I have attached proof copies of payment dates and check clearing dates.
Company Response: Closed with monetary relief

Timely Response

2018-02-07

NJ

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: BBVA Compass advertised a {$200.00} offer for opening a consumer checking account. The offer said to " apply online before XX/XX/XXXX '' and receive a qualifying direct deposit to qualify for the offer. I applied for the account on XX/XX/XXXX but was not approved by the bank until XX/XX/XXXX, and now they refuse to honor the offer because my account was not opened until after XX/XX/XXXX. I do not know why the bank took over two weeks to process my application but it was through no fault of my own, and I do not think it is right that the bank is reneging on their offer.
Company Response: Closed with monetary relief

Timely Response

2018-02-06

Herndon, VA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-02-06

Odell, OR

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-02-05

Liverpool, TX

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Hi there, I received an invitation from BBVA Compass to open a checking account betweenXX/XX/XXXXXX/XX/XXXX for a {$200.00} bonus after direct deposit within 60 days. I applied through the link provided by BBVA onXX/XX/XXXX, and had my first direct deposit from employer onXX/XX/XXXX. Multiple representatives from general customer care, marketing and underwriter department confirmed that I am eligible and would received the bonus beforeXX/XX/XXXX. By today, XX/XX/XXXX, I still have not received the bonus, and the rep over the phone now found the excuse that the account was approved on XX/XX/XXXX regardless my submission on XX/XX/XXXX. The delay was due to the high volume of application and slow review process from BBVA. I was informed multiple times that as long as I submitted the application before the deadline, XX/XX/XXXX, i would be still eligible. Now BBVA tried to avoid its own obligation with this lame excuse. This is not the right way to do business. At this moment, I need to seek help from CFPB. Thank you very much, XXXX
Company Response: Closed with monetary relief

Timely Response

2018-02-03

Eugene, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: ... 1 ) Simple Bank does not notify or disclose anywhere to its customers that it will treat federal money orders like a personal check. All Simple Bank states is that they will hold checks for 10 days. ... 2 ) Normally banks and merchants treat federal money orders the same as cash, whereas they treat paper checks as, well, paper checks. ... 3 ) If Simple Bank wishes to uncharacteristically treat money orders the same as paper checks, Simple Bank would be required to notify its customers of such a draconian policy ; but they have not updated their terms on their website even though this is the third complaint. ... 4 ) The solution is Simple : Please update your website stating money orders will be treated the same as cash, and then please compensate my account for your oversight in not properly notifying customers that money orders will be treated the same as personal checks with regard to holds.
Company Response: Closed with explanation

Timely Response

2018-02-03

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I was never provided a date, time or location of the sale of the car. Also I was not given any notice or way to collect my personal property from the car.
Company Response: Closed with non-monetary relief

Timely Response

2018-02-02

Bellaire, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I was expecting my Direct deposit today Friday XX/XX/XXXXbut it was not in my account at Simple Bank ( BBVA compass ) i verified with my employer that they sent it and it was to the correct account number. I called Simple customer service and they could not give me a turn around time of when it will be resolved. When i asked for a manager i was told that the manager cant help me either but went on to pur me on hold for 45 mins. I read online that this happens a lot with Simple. Pls help. The amount of my deposit missing is {$300.00}
Company Response: Closed with explanation

Timely Response

2018-02-02

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-02-02

Carrollton, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-02-01

San Diego, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2018-02-01

Littleton, CO

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response

2018-01-31

Wesley Chapel, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/18I called to have my cards replaced. I provided my new address, but the rep failed to take note of my apartment number. Which caused my cards to be returned and my account to be frozen per their policy. I was supposed to be paid today. But since they froze my account over their error, my direct deposit bounced. I called before this on the XX/XX/XXXXasking where my cards were and so they resent another card via XXXX XXXX. I thought I was fine until this happens yesterday. I don’t understand why they must freeze an account instead of blocking any cards that are still active. Now since I was out of work for almost two months I’m behind 30 days on my rent. I was contracted to pay today if not I would be evicted. Now I’m facing eviction bc of their stupid error.
Company Response: Closed with explanation

Timely Response

2018-01-31

Two Harbors, MN

Opening an account

Checking or savings account: Checking account

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

Timely Response

2018-01-31

Chicago, IL

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I applied for an BBVA Compass checking account via a bonus promotion on XX/XX/XXXX. The promotion terms were as follows : 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/XXXX through XX/XX/XXXX 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 2. 5. After the requirements have been met you should receive the promotion within 60 days. I opened my account on XX/XX/XXXX and had an employer direct deposit of {$300.00} on XX/XX/XXXX. After meeting the requirements on XX/XX/XXXX, {$200.00} was suppose to be deposited into my account within 60 days. During this waiting period, I contacted BBVA Customer Service several times to confirm when the bonus would be deposited. I sent 5 secured messages because neither one was being responded to. I finally received a response 8 days later. The bank responded to me via secured message and confirmed that I met the terms and requirements of the promotion but they did not post the {$200.00} bonus. As it is now over 60 days, I have resorted to filing this complaint.
Company Response: Closed with monetary relief

Timely Response

2018-01-30

AL

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: I received two overdraft fees on transactions that did not overdraft my account. I show on my account that these transactions did not overdraft my account. In their ridiculous ploy to steal money it even shows on my account history that other transactions posted after the two in question that were not assessed an overdraft fee.
Company Response: Closed with explanation

Timely Response

2018-01-29

Algonquin, IL

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
Company Response: Closed with non-monetary relief

Timely Response

2018-01-29

Hinkley, CA

Problem with a credit reporting company's investigation into an existing problem

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Complaint: I sent 2 certified letters to XXXX, XXXX, XXXX and XXXX asking them to VALIDATED this account ( not a verification ) and send a copy of original documents that has my Wet Seal Signature on it with Certified Copies of the TRUE BILL ( not a statement ) I was informed that this did not apply to them and they didn't have to VALIDATED or do anything amd they closed the case without sending the Proof that the account was in fact VALIDATED etc. I requested information and it was disputed and refused NOW I DEMAND THAT THIS ACCOUNT BE VALIDATED WITH EVERTHING ELSE I HAVE STATED ABOVE and i be sent proof ASAP or in 15 days as allowed this needs to ne sent ny email XXXX and by mail XXXX XXXX XXXX XXXX XXXXXXXX XXXX California XXXX demand they send proof to me ASAP by mail and email of te results or I demand the account be removed ASAP
Company Response: Closed with explanation

Timely Response

2018-01-29

Melbourne, FL

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with monetary relief

Timely Response

2018-01-29

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: Debit Card was lost and XXXX XXXX has not protected my rights under lost debit card with the XXXX policy. Under Dispute Case XXXX
Company Response: Closed with explanation

Timely Response

2018-01-28

Frisco, TX

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-01-27

Bedford, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Complaint: BBVA is the absolute worst company ever. You can't get through to their line for the life of you. I am currently on hold for 45 minutes AFTER being HUNG UP on by he previous representative. I hate this company and their poor customer service.
Company Response: Closed with explanation

Timely Response

2018-01-27

AL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: BBVA Compass is refusing to do an investigation for an ongoing dispute lasting several months. I have two unauthorized debits that I have brought to their attention that they are inwilling to investigate. I have been calling their customer service, fraud departments and have sent mail to their headquarters. Now they are claiming that I waited too late so I can not ask for a refund. If they actually investigated when I brought it to their attention ... .it would have easily been within the timeframe. So I filed an ID theft affadavit and a police report so they could not deny seeing it. In case it seems hard to believe, this exact same thing has happened before. I had to file a police report and a cfpb complaint another time because BBVA went SIX YEARS without investigating.
Company Response: Closed with explanation

Timely Response