BBVA FINANCIAL CORPORATION

2018-01-12

San Jose, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2018-01-12

Clayton, AL

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have THREE transactions I have been disputing with BBVA for several months now and have received NO word back from them after filing a report over the phone and submitting my complaint in writing. I have TWO outgoing wires that I do n't recognize and I know for a fact that I did not make. On XX/XX/XXXX there is an outgoing wire to XXXX XXXX XXXX XXXX On XXXX there is one to XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-01-12

Bethlehem, GA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a new checking account with the terms that if I had a direct deposit of XXXX dollars within 60 days a XXXX dollar bonus would be deposited into my account, and that bonus has not been received
Company Response: Closed with monetary relief

Timely Response

2018-01-12

Jacksonville, FL

Closing your account

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

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-01-11

TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: We were told by a BBVA Compass bank loan officer that we can apply for a cashout refinance mortgage on the type of property we own. They charged us {$520.00} for an inspection upfront but at the last minute they canceled the inspection because they decided they did not want to refinance our type of property. They promised us a refund but they never refunded our money. It has been more than 4 months. We have called, texted and emailed several times about it but they are not responding to us.
Company Response: Closed with monetary relief

Timely Response

2018-01-11

AL

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have a checking account with BBVA Compass and they are CONSTANTLY charging me excessive overdraft fees. I have paid a few thousand dollars JUST in fees because they often are slow with my deposits showing up and the money shows up as not being there. I am not even enrolled in any kind of overdraft programs and I specifically asked not to be added. I would like a refund of as many of these excessive overdraft charges as possible.
Company Response: Closed with explanation

Timely Response

2018-01-11

Cement Creek, CO

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Fees charged for closing account
Company Response: Closed with explanation

Timely Response

2018-01-10

Montevallo, AL

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: RE : Discharged home equity line of credit with BBVA Compass Bank We have an account with BBVA Compass Bank that we have been trying to get some information on. Back in XXXX my ex wife and I filed Chapter XXXX Bankruptcy. The bank chose to NOT reaffirm the loan. Since XXXX we have been attempting to make payments not realizing the loan was n't reaffirmed. We have made multiple calls to BBVA Compass customer service and corporate BUT we CAN NOT get anyone to give us any information regarding the status of our account. Because of the status of that loan, we have to speak directly with someone in the banks bankruptcy department. We have called that department multiples times and CAN NOT speak with a representative. It goes to a voicemail stating someone will call us back. As of today, no one has returned our phone calls. My ex-wife is attempting to refinance our current residence but we are STUCK because we ca n't get the information we need from the bank.
Company Response: Closed with explanation

Timely Response

2018-01-10

Houston, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Company Response: Closed with explanation

Timely Response

2018-01-09

Benton, AR

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: ) In an effort to make sure we are covered, I am sending in another complaint, because our situation with BBVA seems to only get worse! My wife called BBVA back, after about a week or so when BBVA indicated to us, that before they could take a payment from us, they had to get everything straightened out on our XXXX payment they had lost. My wife called BBVA, and a representative told her that they had a screen shot of the payment we sent them ; and they had to figure out where to apply the XXXX payment, which didnt make any sense to us! After that, my wife has been continually calling BBVA for the last month of XXXX, up until now to no avail ; trying to make a payment, and there is a recorded message that says, leave your account number, name and phone number, and someone will call you back ; but no one never does. ( That number is to their Bankruptcy Department, even though we didnt put the car in Bankruptcy XXXX ) ) We did get a call on the XX/XX/XXXX from BBVA, that they have noted in there call logs, but it was for a survey about their service, which I find very funny, considering how bad the service has been! ) BBVA has been very incompetent, and if they are going to make it this difficult for us to make a car payment, we feel that they should just go ahead and send us the title to the car ; or not charge us for the month of XXXX and XXXX or however long it takes. ) The problem of making a payment only seems to get worse with BBVA at this time, and we are worried and confused on what to do!
Company Response: Closed with explanation

Timely Response

2018-01-09

Lewisville, TX

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Complaint: My debit card was compromised the week of XXXX. I made the decision to close my accounts. About XXXX I removed all my funds and closed my savings account. I requested no further transactions be allowed until the final fraudulent charge of {$5.00} was cleared. My account should have also been marked to not let any charges through if there were insufficient funds as this is ALWAYS the option I choose. A charge from my electric company was allowed to go through and the fees began. Including a fee for trying to transfer funds from my checking to my CLOSED savings. On XXXX I noticed the issue and called. All the fees were waived and I was going to pay the funds for the charge of {$84.00} the next day. But more fees were added that night. I went and paid the {$84.00} as agreed and was told my account would be closed. Now more fees have been added. I had one autopay from XXXX XXXX that I had not realized needed to be moved. But had the account been closed in late XXXX as requested it would n't be an issue. The balance is - {$88.00}. I have tried multiple times to resolve this issue over the phone. The last call with a supervisor was disconnected and I was not called back. I do not feel I should have to call again and explain again. I want my account closed. I feel that Compass has acted punitively for me trying to close my account.
Company Response: Closed with explanation

Timely Response

2018-01-09

Federal Way, WA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XXXX XXXX, 2017, I noticed XXXX unauthorized charges on my checking account as follows : {$50.00} at XXXX {$110.00} at XXXX XXXX {$110.00} at XXXX Shoes I did not recognize any of these charges and immediately contacted my bank and requested my card to be blocked and replaced. My bank indicated they would investigate the charges. At some point between XX/XX/XXXX-XX/XX/XXXX the charge of {$110.00} disappeared ( or " fell off '' ). At my request, my bank issued a provisional credit of {$160.00} to cover the {$50.00} XXXX charge and ( erroneously ), the {$110.00} XXXX XXXX charge. At the time, I did not notice that they credited me for the charge that had fallen off ( {$110.00} ), rather than the one that stayed ( {$110.00} ). I received a reply from my bank this morning stating that they had concluded in their investigation that they determined the XXXX charge was valid and the {$50.00} provisional credit would be reversed. They also stated that the XXXX XXXX charge of {$110.00} had fallen off, so that credit would also be reversed. There was no mention of the {$110.00} charge that remains on my account. I do not know if this charge was investigated or not. My bank is XXXX XXXX ( XXXX ) XXXX www.simple.com The length of time this entire investigation took as well as the mistakes made by simple are very concerning and could be costly to me if not resolved.
Company Response: Closed with explanation

Timely Response

2018-01-09

Foy, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2018-01-08

San Francisco, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a new BBVA Compass bank account under the following terms : BBVA Compass is offering a bonus of {$200.00} when you open a new checking account and complete the following requirements : Receive a direct deposit of at least {$300.00} within 60 days of account opening However, I have not received the bonus yet. I met the bonus requirements ( Receive a direct deposit of at least {$300.00} within 60 days of account opening ) on XX/XX/2017 and should have received my bonus by now.
Company Response: Closed with explanation

Timely Response

2018-01-08

Tucson, AZ

Other transaction problem

Money transfer, virtual currency, or money service: International money transfer

Company Response: Closed with explanation

Timely Response

2018-01-08

Gamaliel, KY

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

2018-01-08

Bronx, NY

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with monetary relief

Timely Response

2018-01-06

Mount Holly, OH

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: On XXXX/XXXX/2018, I received my expense report checks and wanted to deposit them into my Simple Bank Account. However their services were down, they were not able to accept deposits, all the use of the XXXX Debit Card, check customer balances, or anything involving the bank. It is now XXXX XXXX and services have been down since approximately XXXX XXXX. That is over 6 hours customers have not been to access their funds, contact support, or even perform something as simple as check their balance. This is quite absurd and would not be accepted by other banking institutions.
Company Response: Closed with explanation

Timely Response

2018-01-04

OK

Written notification about debt

Debt collection: Auto debt

Didn't receive enough information to verify debt
Complaint: I requested validation of debt with a debt validation letter dated XXXX XXXX, 2017 and I received no signed contractual obligation to validate the debt is mine from Compass Bank. It is still showing on my credit report.
Company Response: Closed with explanation

Timely Response

2018-01-03

Irving, TX

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
Company Response: Closed with explanation

Timely Response

2018-01-03

Brooklyn, NY

Closing an account

Checking or savings account: Checking account

Fees charged for closing account
Company Response: Closed with explanation

Timely Response

2018-01-02

FL

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Complaint: I applied for the BBVA Compass XXXX XXXX Credit Card. In the offer advertising mail sent to me it said 13 MONTHS SAME AS CASH. I entered the offer code online and I was approved. I received the card card. I did a purchase of {$550.00} on XX/XX/17. I just received the three page credit card statement today. NO WHERE on these three pages is notated the 13 month same as cash offer. On this day, over the past 5 hours I have called the company 's toll free phone number. Twice it asked me to leave a call back number, which I did but there was never a call back even 5 hours later. Many times I have called and a machine simply says, " Please try back latter. '' I have no way of getting this company to correct this if they will not contact me.
Company Response: Closed with explanation

Timely Response

2017-12-28

Texas City, TX

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2017-12-28

Garland, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2017-12-28

Lancaster, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response