BBVA FINANCIAL CORPORATION

2018-01-20

AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX I deposited my paycheck via an ATM. The ATM took my check but failed to offer a receipt, leaving me in doubt as to whether the amount was credited to my account. We had severe winter weather for the next 4 days, and most businesses were closed. On Wed XX/XX/XXXX I called the bank 's customer service line to ask why the deposit had not been credited. The agent confirmed that the ATM " did n't register '' my transaction. He started a " disputes process '' that he said would lead to my deposit being credited. I was surprised to learn that this would not involve any non-routine action by the bank. Instead I must wait until their next routine reconciliation of ATM deposits, which happens every 10 days. He was unable to tell me when the reconciliation would occur. I have waited and checked my account balance each day, hoping my deposit will be credited before bills come due. My wife and I called again today, and after many dead ends on voicemail, spoke to an agent in an undisclosed remote location who had nothing new to report. I finally received a call back from the local branch, in response to an earlier call. ( The bank 's customer service line does not allow contacting the local branch, and XXXX local numbers are not published. I would not have known how to contact them if my wife had not saved a business card. ) I learned that the local branch has means to retrieve the check and " manually deposit '' it without waiting for the routine reconciliation process. The branch employee acted promptly to find the check and deposit it. I still have not seen the deposit credited but am hopeful that it will happen within 12 hours. I was dismayed to learn that the routine ATM check may have happened 3 days ago but there was apparently no action taken about my dispute.
Company Response: Closed with monetary relief

Timely Response

2018-01-20

Federal Way, WA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Opened a BBVA Compass checking account after seeing advertised terms for {$200.00} bonus they were promoting for new accounts. Terms required a minimum of {$300.00} direct deposit into the checking account, which I met TWICE over, first on XX/XX/XXXX and again on XX/XX/XXXX. Advertised terms said bonus would be posted within 60 days - I inquired about not receiving the bonus yet with the bank, but no response.
Company Response: Closed with explanation

Timely Response

2018-01-20

Bellevue, TX

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: I sold my home last year and BBVA COMPASS BANK reported BANKRUPTCY on my credit report on XX/XX/XXXX. I have contacted COMPASS BANK numerous times and no one has returned my phone call. I have had to hire a credit company to try and resolve this issue. We sold our home in XX/XX/XXXX and purchase our new home in XX/XX/XXXX. I have never filed for Bankruptcy.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-19

Point Arena Air Force Statio, CA

Fees or interest

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

Charged too much interest
Complaint: On XXXX XXXX XXXX I made my usual payment at statement close via BBVA 's online account access. I paid with my saved checking account on file that I have used without issue many times in the past. On XXXX XXXX XXXX I received my paper statement in the mail and saw that my payment that I made was reversed without my knowledge on XXXX XXXX XXXX and I was being charged interest on the amount due On XXXX XXXX XXXX I called BBVA to figure out what happened. It was discovered that the payment made, for whatever reason, had the last 2 digits of my checking account number missing so they said they were unable to make the payment. When I made my payment, I did not manually enter in any numbers, I simply selected the saved checking account on file that I have always used without issue. It is abundantly clear that there was some issue on their end that corrupted my checking acct info and made my payment not process in their system. However, phone support absolutely refused to accept this reality and they fought me on it over the phone for half an hour. I expect BBVA to refund all finance charges and late fees immediately Thank you for your assistance
Company Response: Closed with explanation

Timely Response

2018-01-19

San Diego, CA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Fees charged for closing account
Complaint: On X/XX/2017 I opened a Certificate of Deposit ( CD ) account with XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. At the time of opening this account, the bank Assistant VP, XXXX XXXX, told me that the rate of the CD was 5.25 % and I could open a cash secured line of credit ( LOC ) for the same rate of 5.25 %. He told me this in order to encourage me to open the CD account, as I thought my money would earn interest and I still would have access to the same amount of money in the LOC account with the same interest rate. I thought that was a very good idea to do that. A week after I opened the CD account on X/XX/2017, On X/XX/2017, XXXX XXXX sent me an email saying that he had quoted me an incorrect interest rate, and instead of 5.25 %, my interest rate was only 3.24 %. I was very upset about this situation, and at that time, I wanted to terminate my relationship with the bank. However, I thought I was stuck since I had already opened my CD and if I wanted to pull my money from that account I would have to pay penalty. XXXX XXXX did not advise me that I could have closed the CD account without any penalty upon the disclosure of the correct rate. Recently, as I am trying to close this CD account, the bank refuses to do that unless I pay them a hefty penalty. I have involved the bank escalation process and they have talked to the regional manager, but the bank still refuses to close the CD account without penalty. XXXX XXXX XXXX is a fraud and he misrepresented the true rates of the CD and LOC to me back in XXXX 2017. Once that he had me locked down with the CD, he changed the interest rate. He made sure I could n't move my money and then he changed the interest rate.
Company Response: Closed with explanation

Timely Response

2018-01-19

Apache Junction, AZ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2018-01-19

Milwaukee, WI

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-01-19

Columbia, WA

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Closed with monetary relief

Timely Response

2018-01-18

Kansas City, MO

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I opened a BBVA Compass ClearConnect Checking account on XX/XX/XXXX which had a sign up bonus attached for {$200.00}. This was my first account with BBVA Compass. I completed the requirements for the bonus on XX/XX/XXXX. The terms state they will deposit the bonus within 60 days of meeting the requirements, which they have not done.
Company Response: Closed with monetary relief

Timely Response

2018-01-18

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: I submitted complaint XXXX and it was sent to compass bank on XXXX. They have exceeded their required acknowledgment time of 3 business days. I have not heard anything. Yesterday I was charged an additional overdraft fee because they attempted to " transfer '' {$25.00} from my checking account ( that I have been trying to close for over a month ) to my closed savings. The fees they are charging because I am attempting to close my accounts are predatory and illegal.
Company Response: Closed with explanation

Timely Response

2018-01-18

Chicago, IL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2018-01-17

Castleton, IN

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2018-01-17

Mobile, AL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-01-17

Maylene, AL

Fees or interest

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

Unexpected increase in interest rate
Company Response: Closed with non-monetary relief

Timely Response

2018-01-17

Montgomery, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-01-17

Eden Prairie, 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

2018-01-17

Glendale, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-01-16

Atlanta, GA

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: Called the bank 's customer service on XX/XX/2017 and confirm eligibility for the {$200.00} new account promotion. I opened this account that same day with the {$25.00} requirement and met the other requirement of having {$300.00} direct deposit on XX/XX/XXXX. The promotion stated the following " The {$200.00} cash bonus will be deposited into the new checking account within 60 days of meeting the bonus requirements described above ''. It has been over 60 days. I have called multiple times and messaged the bank on my online account. Never received a reply on the online messenger and kept getting transferred when calling because none of the representatives could give me a clear answer or solution about this issue.
Company Response: Closed with monetary relief

Timely Response

2018-01-16

Mobile, AL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-01-16

Roy, UT

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Signed up for a checking account under a promotion to receive a {$200.00} within 60 days after having a direct deposit of at least {$300.00} post to the account. I met the terms of the promotion, but the bank has not given me the {$200.00} within the timeframe specified in the terms.
Company Response: Closed with monetary relief

Timely Response

2018-01-16

Eugene, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: XXXX XXXX received payment of {$290.00} from the federal government onXX/XX/XXXX, from a deposit made onXX/XX/XXXX. XXXX XXXX then held the funds untilXX/XX/XXXX before releasing to customer. Banks are required to pay interest on monies received and held before release so banks are discourage from floating funds received they are unreasonably holding from customers. It is the responsibility of banks to know when funds clear, and then to release those funds or compensate customers fairly for holding funds for profit. I would like to be compensated fairly for XXXX XXXX negating their banking responsibilities ; responsibilities they not only have to me but have to their other customers as well, and when given class action status would be a substantial amount.
Company Response: Closed with explanation

Timely Response

2018-01-16

Rincon, AZ

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with explanation

Timely Response

2018-01-15

Scottsdale, AZ

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-13

East Troy, WI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a new account with BBVA Compass on XXXX XXXX, XXXX, under a new account promotion where I would receive {$200.00} if I opened a new account and they received a direct deposit of at least {$300.00} within 60 days. I had payroll direct deposits of {$300.00} post to my new checking account on XXXX XXXX, XXXX, and XXXX XXXX, XXXX. It has been 60 days since I opened the account and I still have n't received the {$200.00} bonus. I sent the bank a secure message, and I received the following response : We received your inquiry regarding the Direct Deposit Promotion. Please note that the qualifications for promotion are based off our discretion. I do n't think it is fair of them to decide to not pay my bonus, after I met all requirements, just because their promotion is based off their 'discretion '. I met the requirements of their promotion and believe I am entitled to the bonus. Thank you.
Company Response: Closed with monetary relief

Timely Response

2018-01-12

Savoy, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

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

Timely Response