BBVA FINANCIAL CORPORATION

2017-11-22

Wichita, KS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-11-21

CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a checking account with XXXX XXXX XXXX at XXXX XXXX on XX/XX/XXXX with {$200.00} bonus offer. The offer term stated that I need to " 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. '' and " The {$200.00} cash bonus will be deposited into the new checking account within 60 days of meeting the bonus requirements described above. ". On XX/XX/XXXX, I had an incoming direct deposit for more than {$200.00} to the account. However, after 60 days from that I still did not receive any bonus. I called ( XXXX ) XXXX ( BBVA Customer representative number ) on XX/XX/XXXX and was told to wait. On XX/XX/XXXX, I called again and was told that I have already satisfied all requirements but there was some problem with the system, and I will receive the {$200.00} bonus by XX/XX/XXXX. However, I still have not receive the bonus yet.
Company Response: Closed with explanation

Timely Response

2017-11-21

Oakland, CA

False statements or representation

Debt collection: Other debt

Impersonated attorney, law enforcement, or government official
Company Response: Closed with explanation

Timely Response

2017-11-20

Chino Hills, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2017-11-17

Lewisville, TX

Problem caused by your funds being low

Checking or savings account: Savings account

Non-sufficient funds and associated fees
Complaint: as of XX/XX/XXXX i opened a saving account at compass bank. as of yesterday ( XX/XX/XXXX ) i was sent a notice the my savings account was over draft. i went to the to ask about this notice and found out that, the bank was charging me a transfer fee twice a month for this service. they told me they could only rein burst me {$30.00} for my troubles and I 'm at fault for let this happen.
Company Response: Closed with monetary relief

Timely Response

2017-11-17

Mobile, AL

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Complaint: BBVA-Compass admitted to making an accounting error ( CFPB Case # XXXX ) which left me with a {$20000.00} bill and not a mortgage. I request the right to have the bill converted back to an up to date mortgage. Because at the time of the accounting error, I was making timely payments. Also, I want to be allowed to refinance the {$20000.00} mortgage at the current interest rate based on my credit scores : XXXX, XXXX ; XXXX, XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-16

Lake Charles, LA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-11-15

Oxford, GA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Hello $ XXXX+ATM Fees {$2.00} Plus {$25.00} Gas Was Stolen Out My Account I 've Been Scammed Also With A XXXX Check That Whoever Rried To Deposit In My Account {$400.00} XXXX XXXX XXXX XX/XX/XXXX At XXXX {$25.00} Gas At XXXX XX/XX/XXXX XXXX {$60.00} XXXX XXXX XX/XX/XXXXXXXX I 'm With Simple Bank BBVA Compass
Company Response: Closed with explanation

Timely Response

2017-11-15

Navasota, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: On XX/XX/XXXX my account with BBVA Compass was charged {$1.00} for a product trial I decided to do via the XXXX XXXX XXXX. After the {$1.00} was charged, my bank statement states the closing balance after that transaction posted was {$13.00}. However, XX/XX/XXXX I was charged an NSF fee in the amount of {$38.00} for that {$1.00} transaction bringing my balance to -XXXX. My correspondence to BBVA included ( after I had inquired about the fee - this was my response from them ) Thank you for contacting BBVA Compass. We apologize for the late response. Upon reviewing your account, we are able to verify that a courtesy refund of {$38.00} was credited to your account on XX/XX/XXXX. The NSF fee that had been assessed to your account was valid ; however, we did extend a one-time courtesy. For your convenience, we have attached a link with further details on the overdraft payment and protection programs that we currently offer : https : //www.bbvacompass.comXXXX If you have further questions, please do not hesitate to respond to this message. For immediate assistance, you may contact our Customer Service Department at, ( XXXX ) XXXX, Monday-Friday from XXXX XXXX to XXXX XXXX CST or Saturday from XXXX XXXX to XXXX XXXX CST. Our specialized agents will be more than happy to assist you with any questions you may have. Sincerely, XXXX BBVA Compass Customer Service Member FDIC Equal Housing Lender To which I responded with " How were the fees valid? I would like an explanation of this '' Accompanied with a screenshot of what I see on my bank account. After which I noted I had been charged TWO MORE NSF in which they refuse to credit back to the account. It seems they waited to post the 2 transactions that caused me to fall negative ( the transactions were made on XX/XX/XXXX in which I had money for them ) until after they corrected the fee, in an effort to charge me two more fees. My response was as follows in regards to the validity of the first fee : Thank you very much for contacting BBVA Compass. We apologize for the delay in our response. We? ve received your inquiry on a recent Non-Sufficient Funds fee. After reviewing your account ending in XXXX our records indicate when the {$1.00} debit was made to XXXX on XX/XX/XXXX, the available balance was - {$45.00}, therefore making this a valid NSF fee. For your account management convenience, we offer alerts. Customizable alert notifications are an easy and convenient way for you to stay on top of your deposits and more. For further information and instructions, please visit us at the link provided below : https : //www.bbvacompass.comXXXX If you have further questions, for immediate assistance you may contact our Customer Service Department at , ( XXXX ) XXXX, Monday-Friday from XXXX XXXX to XXXX XXXX CST or Saturday from XXXX XXXX to XXXX XXXX CST. Sincerely, XXXX BBVA Compass Customer Service Member FDIC Equal Housing Lender But wait - This is not what I see on my statement?? how is this correct?? I have been told " we post transactions in realtime as they are made '' by BBVA but this is not the case! I need this looked into. This is a very shady banking practice. When I called BBVA in regards to the two other fees yesterday ( XX/XX/XXXX ) I was hung up on once ( I was being very nice, I am a firm believer in " you dont bite the hand that feeds you '' ). and the other CSR after I called back told me " it is not our banks fault you cant manage money ''.
Company Response: Closed with monetary relief

Timely Response

2017-11-15

San Leandro, CA

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

2017-11-14

Houston, TX

Improper use of your report

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

Report provided to employer without your written authorization
Company Response: Closed with non-monetary relief

Timely Response

2017-11-14

Irwin, IL

Trouble using the card

Credit card or prepaid card: Payroll card

Problem with direct deposit
Company Response: Closed with monetary relief

Timely Response

2017-11-14

Moore, OK

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-11-13

Bryan, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-11-13

Alexandria, VA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2017-11-13

Magnolia, TX

Problem with the payoff process at the end of the loan

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: I took out a home improvement loan at BBVA Compass in XXXX. I filed bankruptcy in XXXX and included this loan. However, Compass told me that if I didnt pay off the loan I would have a lien on my house. Therefore, I continued making payments despite the bankruptcy. In XXXX, I asked to settle the loan for an amount less than the balance, and the offer was accepted by XXXX XXXX at BBVA Compass. I made the payment for the settled amount. I asked for BBVA Compass to update credit report, which they agreed to but never did. In XX/XX/XXXX, I received an email from XXXX XXXX stating the account had been settled for less than the full balance with no obligation effective XX/XX/XXXX. However as of this complaint the mechanic 's lien is still on my title and not allowing me to refinance my mortgage. I 've made SEVERAL attempts by phone, and no one ever calls me back. Then I received an email XXXX XXXX XXXX stating the lien would not be released until balance was paid, the on the same day at XXXX XXXX got email saying lien will be released, it ould take up to 3 days and up to 30 for court to process. Then XXXX XXXX at XXXX anothe email saying they are not releasing until balance paid. The on same day at XXXX another email saying it would be released but would take 5 days and XXXX for courts to process. No one answers my phone calls despite many calls and messages left. This has caused much stress and its keeping me from being able to proceed on my refinance. Please help me get this lien removed.
Company Response: Closed with non-monetary relief

Timely Response

2017-11-10

Houston, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I opened my account after the company offered a cash promotion for opening the account. The company took 6 additional months to pay the bonus. After finally receiving my bonus, I attempted to close my account. I called the customer service line, as well as going into the branch, and was told both times that my account was closed. However, after opening a new account, I came to find that my account was NEVER CLOSED AT ALL. This is very dishonest, and makes me wonder if they are opening accounts that customers did not agree to like XXXX XXXX.
Company Response: Closed with monetary relief

Timely Response

2017-11-10

Oakland, CA

Attempts to collect debt not owed

Debt collection: Other debt

Debt was already discharged in bankruptcy and is no longer owed
Company Response: Closed with explanation

Timely Response

2017-11-09

Portland, OR

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2017-11-07

Kingsville, TX

Closing on a mortgage

Mortgage: Other type of mortgage

Complaint: On XXXX XXXX, we started our process to get a construction loan approval with BBVA Compass in XXXX, TX. After giving all our information and running our credit we received pre approval for a loan. The loan officer then quit. XXXX from XXXX office referred us to another loan officer who was not qualified and then after a month finally referred us to a XXXX XXXX out of the XXXX, TX. We submitted our paperwork again in XXXX XXXX over the phone. Every Friday new paperwork was asked to be submitted and was faxed to XXXX XXXX the loan processor. Every month was a new promise of closing by the end of the month. Our credit report has been run about 3 times. It is now XXXX XXXX and we barely received our appraisal ( which we paid {$600.00} ) and have been told it will take another month to close on the loan. After repeatedly telling them and emailing them that our builder has given us a deadline regarding his material prices. Both officers blamed us for submitting paperwork late although we have the emails and fax reports that correlate our promptness. When I finally told XXXX XXXX that we will leave if our loan wasnt expidited and cleared within two weeks. She said it would be best if we leave and go with another bank. Both me and my husband have good credit, good jobs, our property is paid for, and we are only asking for a $ XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-06

Superstition Mtn, AZ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I was approved for an auto loan through BBVA/Compass bank on XXXX XXXX of XXXX. Shortly afterward, I set up an online account so I could make my payments. However, when I attempted to make a payment, it did not process correctly, therefore my payment would not go through. I called BBVA/Compass Bank 's customer service center on XXXX XXXX of XXXX in an effort to get this corrected. I spoke to a customer service representative named XXXX who asked me to send screenshots of my attempts to make payments. I was on this phone call for over 60 minutes. The customer service representative assured me I would get a phone call within 48 business hours and my issue should be resolved by then. However, over one week went by and I received no phone call, and I still had the same problems with my online account and could not make my car loan payment. I called BBVA/Compass Bank 's customer service department again on XXXX XXXX of this year and spoke with a representative named XXXX. I advised XXXX my problems with making payments online were still not resolved. XXXX again tried to help and requested I send screenshots of my attempts to make online payments. I was again on this call for about 60 minutes. XXXX then transferred me to another department of their customer service department who said they would take my payment for me over the phone free of charge because of the trouble I was having. A customer service representative named XXXX took my checking account information, gave me a confirmation number and said my loan payment would be processed. I called BBVA/Compass Bank 's customer service department on Wednesday, XXXX XXXX and told them there is no record of the payment I made on Monday, XXXX XXXX. XXXX from their customer service department told me if my payment did not show up by Friday, XXXX XXXX to call them back. It is now Sunday, XXXX XXXX. The car payment I supposedly made on Monday, XXXX XXXX never got processed. Also, my online account has been having problems since I set it up on XXXX XXXX. Compass Bank is not making any efforts to help me with issues I am having with my online account. Also, I am curious as to why one of their banking representatives took my payment information over the phone on XXXX XXXX and now there is no record of it. I am very frustrated by Compass Bank 's poor customer service, and failure to help me resolve my issues.
Company Response: Closed with explanation

Timely Response

2017-11-04

Scottsdale, AZ

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: On XXXX XXXX, XXXX I applied for a small business checking account online with BBVA Compass. I specifically chose BBVA Compass because they stated on their website that one could open a new business checking account online. I completed the application process successfully. On XXXX XXXX, I received an email from XXXX XXXX at BBVA. She asked some questions XXXX answers to which had been supplied during their online application process ), including whether I wanted to use my Social Security number or my business EIN number for the tax reporting on my account. I had supplied my Social Security number during the online application process, but also provided my company XXXX number for the tax reporting in a response email the same day. It does not matter to me if my XXXX or XXXX is used for tax reporting purposes for this account. Since I am a sole proprietor of this business, the tax process is the same for either number. On XXXX XXXX, I received a response from XXXX XXXX stating that since I had provided my EIN number, they would not be able to open the account. Instead, she said I would need to visit a BBVA branch location to open the account. She informed me that she had canceled my online application. I feel that BBVA was deceptive in this case by offering to open up a checking account online, but failing to do so. If the representative from BBVA would have explained to me the difference between using my SSN vs the EIN for the business, I would have chosen to use my SSN to open the account. I suspect that this offer to open the account online was just a bait and switch tactic in order to drive people to their physical branch locations where they would be able to use additional high-pressure sales tactics in person.
Company Response: Closed with explanation

Timely Response

2017-11-02

Magnolia, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I am a victim of XXXX XXXX. My Bank Institution, XXXX, was not able to be contacted because they also suffered from the hurricane as well. During the hurricane I was not able to reach my account online or call them to be able to manage my account well. I have tried since they opened back up to fix the problems. I contacted the corporate XXXX number, my local bank office and written an email to my personal banker. They have not reached back out to me to help me with my overdraft fees that accumulated due to the lack of service during the hurricane. I have attached the email I sent to my personal banker as a last attempt to plea for assistance. Please read the email as it explains my situation in further depth.
Company Response: Closed with monetary relief

Timely Response

2017-11-02

Key Biscayne, FL

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: My name is XXXX XXXX and I 'm a victim of Identity theft, Ive attached my FTC identity theft report. I believe that my accounts have been used fraudulently in the past and currently. Can you please check to see if any personal or business accounts are open under my social security number or have been open in the past. if so, can you please close the account and send every single statement to my address XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX SSN # XXXX
Company Response: Closed with explanation

Timely Response

2017-11-02

Box Canyon, CA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response