BBVA FINANCIAL CORPORATION

2017-12-11

Houston, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: BBVA Compass Loan management. Our mortgage matured on XXXX XXXX. 1. First issue is that all payments were drawn automatically excluding last payment. We were not notified that for some reason last payment needs to be paid at bank branch department ... there were no communications from bank to us in last payment or transition to closing the loan .... So in XXXX we found out that they transferred our loan to the bankruptcy department. 2. We paid all of the additional fees in XXXX XXXX, XXXX and since then loan os paid off and at the XXXX balance but we are unable to get lean release or deed of trust from BBVA Compass for our property 3. Customer Support line has no access or visibility to that loan because it is in default department. We can not reach default department by phone, their line has automated recording to leave the message with phone number and they will call back, but noone ever calls back. Our emails to that department go into black hole unanswered with no responses 4. For 4 months we have not been able to get any closure on our issue. They screwed up our perfect credit history by not communicating with us and we are unable to get our rightfully owned title to our real property. Customer support in loan department is horrible. We demand to resort our credit history and clear our property of any leans.
Company Response: Closed with non-monetary relief

Timely Response

2017-12-11

Glen Burnie, MD

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

2017-12-08

Edinburg, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-12-07

Mobile, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: According to the response to my complaint, BBVA-Compass stated my mortgage was discharged XXXX XXXX, 2014 because my account ( # ... .XXXX ) was 133 days past due. I dispute the claim that my account was 133 days past due on or about XXXX XXXX, 2014. Copies of checks which indicate that my mortgage was current at the time BBVA-Compass discharged my mortgage.
Company Response: Closed with explanation

Timely Response

2017-12-05

Eugene, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I deposited a Federal Money Order for {$290.00} into Simple Bank on XXXX XXXX, 2017. XXXX ( $ ) of the funds were available until 16 days later ( XXXX XXXX, 2017 ). 1 ) Treat your customers fairly by treating United States Federal Money Orders, which are backed by the federal government and are normally treated the same as cash, differently than a personal check that has no federal guarantee of funds. 2 ) Follow the federal government 's Expedited Funds Availability Act, which among other stipulations requires up to the first {$200.00} of a non- '' next-day '' checks to be made available the next day, and certainly a federal money backed by the U.S Government would qualify here. 3 ) For the record, please state what day, exactly, did Simple Bank receive the {$290.00} from the US government, and state clearly for the record how many days between when Simple Bank received the {$290.00} from the federal government and when Simple bank released the funds to me. More than likely, Simple Bank received the funds close to two weeks before it released the funds to me. 4 ) I have your new tagline though, so not all has been wasted : " Simple Bank! We Make Simple Complicated!
Company Response: Closed with explanation

Timely Response

2017-12-05

Nappanee, IN

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: On XXXX XXXX, 2017 XXXX XXXX closed my account due to their terms anhd conditions. They did not give me enough time to get my direct deposit switched. I called them about 20 times.
Company Response: Closed with explanation

Timely Response

2017-12-05

San Jose, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2017-12-05

Indian Spgs, AL

Closing an account

Checking or savings account: Checking account

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

Timely Response

2017-12-04

Tampa, FL

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 sent a payment in the amount of {$70.00} to the Cash App ID $ XXXX, only to find out that it was the incorrect ID. I reached out to XXXX XXXX to reverse the transaction, and I was advised to dispute it through my bank. I then sent the {$70.00} to the correct XXXX XXXX under the correct Cash App ID. When I spoke to Simple support on the phone on XXXX, the representative was understanding and helping, as if he 'd encountered the situation before and he assured me that I would hear from the disputes team some time this week. I sent documentation of the transactions, conversations that I had with XXXX XXXX via email, and a screenshot of both the correct and incorrect payments. 2 weeks later, I received a message that they can not /will not help resolve the dispute and that I needed to reach out to the merchant. Again, I contacted XXXX XXXX and they once again stated that they will work with Simple to resolve the issue. I reached back out to simple and today, the only message I received from the disputes team is that they have closed my dispute because they ca n't find " an appropriate resolution ''. The disputes team did not contact me for more information, or clarification on the matter, they just closed out my dispute with no help. I 've sent multiple requests to the Cash ID that was paid in error for my money to be returned, but have had no such luck. I contacted the BBB, signed a release form, and Simple would n't even work with them to help me resolve this issue. I am currently {$70.00} in the hole due to a mistake, I have provided everything I can to Simple to prove that this was done in error, and I have not received assistance from my bank in resolving the matter.
Company Response: Closed with explanation

Timely Response

2017-12-02

Oakland, CA

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Company Response: Closed with explanation

Timely Response

2017-12-02

Montevallo, AL

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: It has been brought to my attention that the accounts opened in my name at BBVA Compass in XXXX, Alabama were assessed maintenance and inactivity fees after the balance was brought to XXXX dollars, and subsequently then charged off. It is concerning that a financial institution would assess maintenance and inactivity fees to an inactive account after the balance reached XXXX dollars and then charge off the account, rather than simply closing the account when it reached XXXX dollars. When an account ( s ) does not have activity and the account ( s ) have not been accessed either via online banking, mobile banking, the ATM, nor has the customer contacted the bank, it should not charge fees to account after the balance is XXXX. I would like the bank to reverse the charge off and properly close the account at a XXXX balance, and reverse any negative information reported on me to any outside agency or bureau.
Company Response: Closed with explanation

Timely Response

2017-12-01

TX

Fraud or scam

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

Complaint: I have two accounts with XXXX XXXX XXXX. SOMEBODY USED MY CREDIT CARD TO BUY THINGS FROM XXXX. THEY EVEN CHARGE ME ISA FEE. THE TOTAL AMOUNT IS MORE THAN {$3000.00} THE BANK SAYS THAT I APPROVED THE TRANSACTIONS THAT I DID NOT.
Company Response: Closed with monetary relief

Timely Response

2017-12-01

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-12-01

CA

Advertising

Credit card or prepaid card: General-purpose prepaid card

Confusing or misleading advertising about the card
Complaint: In XX/XX/XXXX, I saw an advertisement for BBVA Clearspend prepaid debit card. The ad promised a {$25.00} bonus credit if I opened the account between XX/XX/XXXX and XX/XX/XXXX and loaded {$100.00} on the card prior to XX/XX/XXXX. I opened the account XX/XX/XXXX and loaded {$100.00} on it on XX/XX/XXXX via a bank transfer from XXXX XXXX. The details indicated I would have the {$25.00} credit loaded on the card with 8 weeks. Starting in early XX/XX/XXXX, I called the support number listed on the website which is only number they provide - XXXX ( XXXX ) XXXX. I called three times and each time the representative agreed I was entitled to the bonus and they said they would send the request on to the appropriate unit within their organization. I do n't have the exact dates however they were approximately once every 30 days after the first call in XX/XX/XXXX. After the calls did not result in the {$25.00} credit, I mailed 2 letters, one on XX/XX/XXXX and one on XX/XX/XXXX, to the only address I could find for them which was the return address on a piece of mail sent from them regarding privacy. The address was XXXX XXXX XXXX XXXX, AL XXXX. They do not provide any mailing address on their website contact page ( https : //clearspend.bbvacompass.com/XXXX ). In the letters, I again requested that they credit me with the {$25.00} and I provided all the card information they would need. I received no response.
Company Response: Closed with monetary relief

Timely Response

2017-12-01

Los Indios, TX

Fraud or scam

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

Complaint: I tried to contact the bank first because somebody used the business card of our company to buy different items. As soon we noticed that some transactions happened in XXXX we went to the bank to block the debit card and to make a report. A couple of days ago the bank responded that they think we made the transaction. I have enough notes that we were in XXXX during the incident and all the transaction says something about XXXX. We want to resolve this issue because the amount is over {$3000.00} and we need the money to keep working. We just missed our sales monthly goal due to this incident because we did not had enough gas to keep driving and go to work with our employees.
Company Response: Closed with monetary relief

Timely Response

2017-11-30

Sacramento, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2017-11-30

Lowell, AR

Other features, terms, or problems

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

Other problem
Complaint: BBVA Compass XXXX signature card statements from : @ XXXX, XXXX through XXXX XXXX, XXXX BBVA Compass XXXX signature card BBVA Compass XXXX XXXX XXXXXXXX XXXX, AL XXXX XXXX XXXX XXXX, XXXX BBVA Compass XXXX signature card BBVA Compass XXXX XXXX XXXX XXXX, AL XXXX XXXX BBVA Compass ( both listed locations ) send me statements and complementary checks. This is the letter that I have sent both locations : Stop sending me BBVA Compass checking/saving account notices. I do not have a BBVA Compass account. Stop sending me BBVA Compass XXXX Signature statements. I do not have a BBVA Compass account or BBVA Compass XXXX Signature card. In writing, please respond to me and : 1. verify that I do not have a BBVA Compass account. 2. verify that I do not have a BBVA Compass XXXX Signature card. 3. verify that BBVA Compass has notified its credit rating services that I neither have, nor have requested, a BBVA Compass XXXX Signature card and that my request to stop these correspondences from BBVA Compass does not, and should not, affect my credit rating. On XXXX XXXX, XXXX I received a BBVA Compass letter from BBVA Compass XXXX XXXX XXXXXXXX XXXX, AL XXXX. The letter " per your request, we have closed your XXXXBVA Compass credit account. '' XXXX XXXX, XXXX I received another XXXX Signature care statement. It seems that my information has been transferred to another branch and it starts again. This appears to be a XXXX XXXX scam with fictitious accounts. Additionally, neither of the statements has a complete account number - the last four digits differ from each location but the Customer Service phone number is the same and useless.
Company Response: Closed with explanation

Timely Response

2017-11-30

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with additional products or services purchased with the loan
Company Response: Closed with non-monetary relief

Timely Response

2017-11-29

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I had a mortgage on my home with BBVA Compass for over 20 years. Due to there errors on my loan, they stopped taking my payments. When i tried to resolve and filed a complaint with CFPD last year, they sent me a unclear explanation and my mortgage was paid off and a refund of over 9,000 $ was sent to me. I still owed 2 years on this mortgage. On my 2016 income taxes, BBVA Compass said that i had paid them over 25,000 $ in payments. This is a blatant lie! They are doing something illegal and i dont want to be a part of it. I want this to be explained to me and the IRS why they falsly claimed these payments.
Company Response: Closed with explanation

Timely Response

2017-11-29

Redlands, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-11-29

Quartzsite, AZ

Incorrect information on your report

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

Information belongs to someone else
Complaint: I am a victim of identity theft. The inquiries, which appears on my credit report from XXXX/XXXX dated XX/XX/XXXX, XXXX XXXX XXXX datedXX/XX/XXXX and COMPASS BANK dated XX/XX/XXXX does not relate to any transaction ( s ) that I have made. It is the result of identity theft. I received a copy of my credit report and discovered a hard inquiry from your company. I did authorizing this inquiry. I did not apply for any credit with your company and have not existing accounts. Please delete this information from my credit report, pursuant to section 605B of the Fair Credit Reporting Act. I have contacted these companies individually and have not received any reply back.
Company Response: Closed with explanation

Timely Response

2017-11-28

Phoenix, AZ

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-11-27

Lewisville, TX

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: Last month or so, attempted to open account with SIMPLE bank. A month later, told that they could not read my information in photographs. They told me to take photo of myself outside of my home. Attempted to send, my account was closed before I could send. Re-opened account again, send photos via their website and also e-mailed PDFs for easier reading. They had problems with this, but refused to tell me what the problem was. I resubmitted again. They had a problem and refused to tell me what it was. As they told me to try to send materials again, an actual employee of SIMPLE DELETED my information and altered the information of my account! I attempted to create a new account and their " system '' blocked me from re-creating. Employee at SIMPLE told me there is nothing they can do. That they can not control their system whatsoever. Additionally, employee could not tell me what was done with my very sensitive files. They refuse to tell me whether it was sent to a secured e-mail or whether it will be properly deleted. This process took several weeks and no one at SIMPLE is held accountable. Worst of all is, I have NO IDEA what they are doing with my information. If I can not become a client, why ca n't they tell me what they are doing with my personal information? I am now left at risk to identity theft.
Company Response: Closed with monetary relief

Timely Response

2017-11-22

Phoenix, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-11-22

Littleton, CO

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response