BBVA FINANCIAL CORPORATION

2018-01-26

Scottsdale, 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: I did not solicit this company for any product or service.
Company Response: Closed with explanation

Timely Response

2018-01-26

Ontario, CA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2018-01-26

Los Lunas, NM

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Company Response: Closed with explanation

Timely Response

2018-01-25

Houston, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I placed a stop payment on a debit transaction on XX/XX/XXXX however on XX/XX/XXXXandXX/XX/XXXX the item posted to my account causing for my authorized transactions to be returned in error. I called BBVA Compasss on XX/XX/XXXX to rectify the situation and they told me that the stop payment that was placed had expired, which was information that was not provided at the time of placement. I have been adversely impacted and they state they are unable to immediately assist me all the while charging me fees. I have reviewed their stop payment policy online which does not disclose a 2 week expiration but is as followed : Stop Payment Orders. You may request us to stop payment on any check, draft, or similar written order or instruction drawn on your account by giving us the information we may request, including the account number, the item number, the date of the item, the payee of the item, and the exact amount of the item, and by paying our stop payment service charge. We will search for your item by computer, so it is essential that all information you give us be accurate. To be effective, we must receive any stop payment order in time to afford us a reasonable opportunity to act. We will confirm your oral stop payment order in writing, and the information included in our written confirmation will be conclusively presumed to be correct unless you notify us within fourteen ( 14 ) days of the date of the confirmation. Confirmed stop payment orders will be continued in effect for a period of two ( 2 ) years from the date the initial oral stop payment order was placed or such other period of time as required or under applicable law, regulation or rule ( including, but not limited to, the UCC as enacted under any applicable law, regulations issued by the Federal Reserve Board and rules issued by the XXXX XXXX XXXX ). A confirmed stop payment order will expire at the end of the two-year period unless you revoke it at an earlier date or renew it in writing for an additional two-year period and pay our stop payment service charge. You may not stop payment on an item if we have verified to the payee that the available balance in your account is sufficient to pay such item, or if we have accepted that item by payment or otherwise. Any account owner or authorized signer may place a stop payment order, and we are not required to release a stop payment order unless requested to do so by the account owner or the authorized signer who requested it. You agree to indemnify us and hold us harmless from and against any loss, damages, and expenses ( including attorneys fee ) we may incur by reason of our refusal to pay any item upon which you have stopped payment. For stop payment orders on pre-authorized electronic funds transfers, please refer to the Electronic Fund Transfer Disclosure Statement in this Agreement.
Company Response: Closed with monetary relief

Timely Response

2018-01-25

Houston, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2018-01-24

Ocklawaha, FL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: BBVA Compass advertised a {$200.00} bonus if a new checking account was opened and a {$300.00} ( or more ) deposit was made in to the account. I meet the requirements ( confirmed multiple times by BBVA Compass Customer Service ) but the bank refuses to honor its offer.
Company Response: Closed with explanation

Timely Response

2018-01-24

Long Beach, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I would like to know why did BBVA compass bank after my wife lost her purse froze our checking account. After a month we were told that we would need to a new checking account due to our froze checking account needed to be closed for our protection. So we did as they suggested and opened another checking account with BBVA. My direct deposit was still linked to the frozen account. I informed the bank that the filing period to change my direct deposit would take effect after 15days. I was informed that since the account was closed that any fund would be rejected and I would need to communicate with my employer. I get paid twice a month on the XXXX and XXXX. I made aware the situation to my payroll department. Payday came and the closed account that was to reject any transactions due to it being close processed my direct deposit into the frozen account that was stated would be close. I received to processed through I thought the account was closed. I was transfer to a supervisor in the fraud department who explained that the deposit was processed due to the account was not closed but in frozen status and would remain frozen for a couple day to monitor any fraudulent activity. Approximately {$1500.00} was deposited into the frozen account. I was told out of the {$1500.00} {$700.00} dollars would be transfer to my new checking account. I was told that I was previously provided with a provisional credit and the the investigation found the transaction to be valid. I Provide the Supervisor at the local Bbva branch the copies of the receipts along with the dispute forms that the branch would submit it to the disputes department. I was not given any documentation where the other half of my direct deposit transaction. I was inform via phone that I would need to contact a subset department within the fraud department if I wanted to transfer the remaining {$750.00} to the new checking account. Why was I told that my account was closed and incoming transaction would be rejected when the account was still open and allowed to process my direct deposit. Why wasnt I given notification that the dispute was not in my favor and what happened to the document submitted to the supervisor at the branch that validates the transaction to be fraudulent. Fifteen days later I was using my application of BBVA after checking my balance on my new account I receive a error message prompting to contact BBVA. I was told that my account was close and I would receive a letter in the mail with the details of the BBVA decision. I called around 100 times for clarification with regards to my direct deposit in the amount of {$1500.00} and was my account closed. BBVA directed me to the fraud department. After calling over 100 times I was directed to a Supervisor that provided little to no explanation only responding that In a couple days I would receive a letter with details explaining of why BBVA closed my accounts. After speaking with this supervisor and basically begging him to explain how I am not allowed to withdraw my money. Two days passed and 100 calls latter the same supervisor informed me that he contacted my local branch to process my final withdrawal and I was told the the account would be closed after the transaction on XXXX XXXX, 2017. At the branch I was meet with the supervisor who said that she could only process the withdrawal. She did not give me copies of my previous statement which I requested. Instead I was told by the supervisor that since I was no longer a customer that I have no business there. I was required to sign my withdrawal and I was told the this withdrawal would confirm the account would be closed at the conclusion of my withdrawal. BUT the account is remain open with out our knowledge and we continue to received letter that our dispute cases where found to be in our favor. But the $ amount that was disputed wasnt refunded to us!. Out of 4 letters received only 1 check was given in the amount of 50 $ we are still missing the other 3! .we try to communicate again and the Branch SUPERVISOR was very upset and have told me why are you keep calling here? .. not providing anything other than ignoring my calls..
Company Response: Closed with monetary relief

Timely Response

2018-01-24

Orlando, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2018-01-24

Clayton, AL

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Complaint: I have been trying in vain to get a refund back fro a wire transfer with BBVA Compass for several months to no avail. I have callled their Customer Service Numbers and Fraud Department several times, and every time say a month goes by with no response ... ..I contact them to see if there are any updates and the customer service agent has no idea who I am, can find the complaint/refund request or anything. Most of the time I am transferred to a customer service branch in another country who I can barely understand and vice versa. The wire was for {$38000.00} on XXXX XXXX, 2017 which is a HUGE amount for me and I have not been able to get this resolved in several months. It was not until yesterday that I just went to my local branch office in XXXX where the staff helped me out and filed a refund request on my behalf. The Branch manager ( XXXX XXXX ) kindly told me that the chances were not good to get a refund because of the time that had passed, but I have been trying to get the refund through writing the Corporate office and filing a complaint over the phone for several months. That was well within the time period for me to have gotten my refund by now. Please help me in this situation, this has caused tremendous stress to myself and my family and I just want it resolved. Thank you
Company Response: Closed with explanation

Timely Response

2018-01-24

Arco, CA

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: I have had accounts opened in my name with banks. One of these accounts is with BBVA Compass. I called them several times last XX/XX/XXXXto notify them of this account being fraud but they have not yet closed the account and are letting further fraudulent use of these account to occur.
Company Response: Closed with explanation

Timely Response

2018-01-24

Detroit, MI

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

2018-01-24

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

2018-01-24

Albuquerque, NM

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-01-23

Itasca, IL

Incorrect information on your report

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

Information belongs to someone else
Complaint: BBVA has erroneously posted an auto loan under my social security number and has caused significant damage to my credit report. On XX/XX/XXXX I notified BBVA customer service that an erroneous entry on my credit report showed an auto loan that I did not have. After several phone calls to BBVA they promised a call back but never did. On XX/XX/XXXX I called BBVA offshore customer service ( in XXXX ) which they advised they had confirmed with the auto dealership where the loan was opened, and that the social security number was correct. I knew this was not true, so I asked the rep for the name of the dealership where the auto loan was opened. The BBVA rep gave me the information and I called the dealership and spoke to the finance manager. He confirmed the Social Security was miskeyed by BBVA. I then called back BBVA and advised them of my investigative findings. BBVA promised a call back and I never received one. Last night the rep stated that I should just get a lawyer, which is a horrible response to solving this problem. I would like to file 1 ) complaint regarding the issue with incorrect SSN displaying on my credit report 2 ) I would like to file a complaint to your executive managers regarding the false investigation that was conducted on your part. 3 ) I would like to file a complaint to your executive managers regarding every representative who promised to call me back but did not. Per FCRA law the item must be removed from my credit report immediately. The customer service that I received from this bank is horrible. All calls are contracted out to a call center in XXXX, and their customer service skills are horrible. I am not even a customer and I am glad I am not.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-23

Birmingham, 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

2018-01-23

Queens, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a new BBVA Compass Bank ClearConnect checking account on XX/XX/XXXX under the terms of an advertised promotion for new customers stating that I would receive a {$200.00} cash bonus for my new account. The terms of this promotion stated that " within sixty 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. '' I had my employer direct deposit payroll switched to my new account and the first direct deposit posted on XX/XX/XXXX. Now that I fulfilled my requirements, I expected to receive my bonus as stated in the terms : " The {$200.00} cash bonus will be deposited into the new checking account within 60 days of meeting the bonus requirements. '' According to the 60 day timeframe, I should have received my bonus by XX/XX/XXXX. But it was never added to my account. On XX/XX/XXXX, I attempted to contact BBVA Compass Bank about this issue. I sent them a secure message through their website inquiring about the delay and the bonus. A week has since passed and they have failed to even respond to my inquiry. They are clearly attempting to avoid meeting their obligations to me after they induced me to sign up for a new account with the promise of a bonus. I have attached a document that shows the terms under which I signed up for the new account, as well as evidence of my payroll deposit on XX/XX/XXXX.
Company Response: Closed with monetary relief

Timely Response

2018-01-23

CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: This is a follow-up regarding the complaint XXXX submitted on XX/XX/2017 that I opened a checking account with BBVA Compass bank and did not receive the {$200.00} bonus even though I satisfied all the requirement. In the response to the complaint, the bank confirmed that I have satisfied all the requirements except that " Unfortunately, during the review of your account, it was discovered that due to your Tax ID certification status, you are ineligible to receive the {$200.00} cash bonus. The California Colorado Sea of Blue Consumer Checking Offer flyer states that Any client whose tax status would require BBVA Compass to impose tax withholding of any sort will not be eligible for this bonus. '' However, the document attached clearly shown that I have certify under perjury with the bank at the time of account opening that I 'm U.S. person ( resident alien ) and not subject to an withholding. And as such, it seems that there is a mistake on BBVA Compass side in assigning wrong withholding status to me. Therefore, I should receive the {$200.00} bonus since I have satisfied all the requirement.
Company Response: Closed with explanation

Timely Response

2018-01-23

Birmingham, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-01-22

Arlington, VA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened new checking account on XX/XX/XXXX, at which time institution was offering {$200.00} bonus for new accounts that were opened, had a {$300.00} direct deposit. Terms indicated that bonus would post within 60 days of account opening. However, 60 days has elapsed and no bonus has been given, although all terms have been met.
Company Response: Closed with monetary relief

Timely Response

2018-01-22

Fishers, IN

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-01-22

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: XXXX XXXX XXXX On XX/XX/XXXX I received an alert on my phone informing me my BBVA Compass checking account was overdrawn. As I have never been overdrawn I immediately contacted my bank at approx XXXX XXXX. I was informed that 3 transactions had occurred, two at the same location, a XXXX 's XXXX for {$140.00} and {$140.00}. A third debit was a transaction at a XXXX XXXX for {$74.00}. I have had the card in my possession the entire time and I have alerts set up on my phone when the second my card is ran, I get a text message for the amount and location of the transaction. I never received such alerts for these 3 debits. The banking rep informed me it could take 10 business days before my provisional credits were placed on the account and there was absolutely nothing they could do. After missing 3 days of work due to no money for the train or day care, I called in and asked to speak with a supervisor which took another 48 hrs to get a call back from. The supervisor informed me that he could contact the investigators and request an early release of the provisional credits. Not only did the first rep not offer to do this, the supervisor said this should have been done immediately as a courtesy. Now here we are 14 days later, and not only have I not received a call from the investigator, I have not received my provisional credits and customer service said its not completed as of XXXX today. This has cost me well into the thousands of dollars in lost wages. Although {$370.00} is not a lot of money to most people, for me, in the middle of pay cycles, that amount of money pays for my day care for the kids, food and train fare for me to get to work. This has most likely cost me my housing and I am now on probation at work for the time I missed.
Company Response: Closed with explanation

Timely Response

2018-01-22

Wichita, KS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2018-01-21

Hamilton Grange, NY

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: On XX/XX/XXXX I opened a bank account with BBVA to receive a bonus of {$200.00} if I sent a direct deposit from my employer to the account. I was told, from the offer, that within 60 days the bonus would be posted if a direct deposit of {$300.00} or more was sent to my account. I was approved and set up my direct deposit. On XX/XX/XXXX, the direct deposit of XXXX dollars posted from my employer. I waited 60 days. The bonus never posted. I called and contacted the bank several times on XX/XX/XXXX and then on XX/XX/XXXX. I was told that the complaint was being escalated to corporate and to wait 24 to 48 hours. I have yet to hear back.
Company Response: Closed with monetary relief

Timely Response

2018-01-21

Canyon City, 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

2018-01-21

El Paso, AR

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem while selling or giving up the vehicle
Complaint: I feel as though I should not have been approved for this loan. Its an extremely bad loan that Im in and Im needing to give the car back. The income calculated for me was incorrect.
Company Response: Closed with explanation

Timely Response