BBVA FINANCIAL CORPORATION
Consumer Complaints
There are over 3385 complaints on file for BBVA FINANCIAL CORPORATION. Dated between 2019-12-04 and 2011-12-06.
Complaints Page 6
2019-09-30
El Paso, TX
Fraud or scam
Money transfer, virtual currency, or money service: Foreign currency exchange
Complaint: I found XXXX, XXXX pesos bills while cleaning out my garage. I didn't know where to exchange them or their worth and asked several people. I was told to try BBVA. I went to one branch and was told they would exchange the pesos at 19 %, approximately {$1500.00} US dollars, but only if I had a checking or savings account. I was told by a teller that I had to have a {$25.00} deposit to open an account and the pesos would be exchanged and the funds would be deposited into that account. I left that branch to think about it. After a couple of hours, I went to a different branch closer to my home and was told the exact information from two tellers. I opened a savings account and received a receipt for the pesos with the buyback quoted at XXXX. The next morning, I received a phone call from the bank stating that I wouldn't receive the exchange. I was told that the two tellers at the second branch and the original teller all made a mistake and I could pick up the pesos and I could keep the account I only opened to exchange the pesos open. After I questioned why I was told the pesos could be exchange if I opened an account with a {$25.00} deposit, I was told the account could be closed at no charge or fees. I feel that I was scammed into opening a savings account and mislead. I have a receipt with the quote for the pesos at an approximate amount of {$1500.00}, which is what three different tellers at two different branches told me, and now the bank refuses to exchange them. The receipt does say the rate quotes are subject to change and are only an indication rate. But the rates didn't change. I gave the bank my money to open an account I didn't want and told to pick up the pesos. After arguing with the branch vice president and president, I was told I would be called back the following day. I have been playing phone tag with them since. I feel that this is a serious and important issue and that I'm being ignored and swept under the rug, hoping I'll go away. I would like the account I never wanted closed, my {$25.00} returned, and an explanation for why the bank won't honor a collection receipt for the exchange of the pesos, as promised by the three tellers.
Company Response: Closed with explanation
2019-09-27
Bleakwood, TX
Closing an account
Checking or savings account: CD (Certificate of Deposit)
Company closed your account
Company Response: Closed with explanation
2019-09-27
Fremont, CA
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-09-26
Powder Spgs, GA
Getting a line of credit
Payday loan, title loan, or personal loan: Personal line of credit
Company Response: Closed with explanation
2019-09-26
CA
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: On the XXXX of this month XX/XX//2019 I noticed two debits from my checking account, one for {$44.00} and another for {$150.00}.
Both said Garnishment Credit Levy as a comment on each of these debits from my account. I found out that the California Franchise Tax Board did this and I couldn't think of any reason why they would do this.
So I called them and they said they put a hold on my account because I haven't filed a tax return for more than 3 years.
I told them that's because for the last 3 years I've been living in my car and didn't have enough income to be required to file a tax return each year.
So they said they would release my money if I submit a Hardship form to them. So I downloaded the form filled it out and emailed to back the the lady. I spoke to at FTB within an hour. This was last Thursday.
The Next day, Friday, I called the lady XXXX XXXX at the California FTB but all I got was a voicemail from her. After 3 calls and no answer I called my state Senator 's office because all the money I had in this world {$190.00}, was taken away from me without warning or good cause.
A staffer from Senator XXXX XXXX 's office call the FTB for me and said that the lady who told me to fill out the hardship form and email it back to her, went on vacation.
This lady knew I was homeless and needed my money back in my account ASAP so I could eat and pay for gas to go to my new job I just got hired for the week previous.
She knew this and didn't assign me to someone else knowing she wouldn't even look at the form I emailed her for a week.
Anyway the staffer from Senator XXXX office got the FTB to release the hold they had on my checking account and I was told my money would be back in my account within 24 hrs.
So yesterday evening I checked my account online and found that the debit for {$44.00} was posted back into my bank account but the {$150.00} was not posted back to my account. It was too late to call Senator XXXX office so I call back this morning.
What I was told by the Staffer was the {$44.00} is what the FTB took from my account and they refunded back to me. The other {$150.00} was taken out of my account by my bank as a fee for what they said was for processing the hold on my money that the FTB had ordered them to do.
After calling my bank BBVA they refuse to reimburse the {$150.00} back to my account. Even though this hold that the FTB did was not my fault, that the FTB should never have done this without first trying to contact me or bother looking to see If I had been collecting Food Stamps, which if they didn't they would know that I was homeless and making less than {$1200.00} per month living in a City XXXX XXXX where {$1200.00} won't even pay for a studio apartment per month.
Anyway even though I was not responsible for the FTB putting a hold on my checking account, BBVA wouldn't give me back my {$150.00}. Now if someone debits my account that I didn't authorize them to do and that amount that was taken causes my account to be overdrawn, which had happened in the past. BBVA refunded both the unauthorized amount and refunded back the insufficient funds fees that they charged me. This situation is no different.
Someone took money out of my account with out authorization and no fault of my own, but BBVA refuses to give me back my {$150.00} they have stolen from me.
Please get my money back as I have {$44.00} with no money coming in until I get my first paycheck from my new job which won't be for 3 more weeks and I know that {$44.00} is not enough to pay for the gas to get to work for 3 weeks ( gas here in XXXX CA is {$3.00} a gallon ) if I can't get to work I lose the first good job I have been able to find that hired me in more than 5 years because I'm XXXX years old and its very hard to not be discriminated against because of my age.
if I loose my good job because BBVA stole my money I need to keep me alive for 3 more weeks and get to work, I can't tell you what I may do to them, but I will have no reason not to because my live will in essence be over.
Thank you for your help, XXXX XXXX
Company Response: Closed with monetary relief
2019-09-26
Chula Vista, CA
Managing an account
Checking or savings account: Checking account
Fee problem
Company Response: Closed with explanation
2019-09-25
Plano, TX
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-09-25
Seligman, AZ
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: This is for the " bank '' Simple. they can be found at simple.com or on their mobile app.
these message are only visible in the simple mobile app. it is locked down with DRM protection and i can't take screenshots.
XX/XX/XXXX XXXX mail returned message message and locking of account with no warning XX/XX/XXXX XXXX note to bank requesting unblock of account since i am traveling and can't meet their ID demands of a selfie at my new home.
XX/XX/XXXX XXXX bank refuses to acknowledge request and asks me to meet their demands XX/XX/XXXX XXXX note to bank asking how i can close my account XX/XX/XXXX XXXX bank states i can move money and transfer money out of the account and they will initiate the account closure XX/XX/XXXX XXXX note to bank requesting if i can move/transfer money while the account is blocked XX/XX/XXXX XXXX bank states " you can move funds via any tethered third party that is using your account and routing numbers! '' XX/XX/XXXX XXXX card returned message XX/XX/XXXX XXXX direct deposit missing XX/XX/XXXX XXXX bank claims the account is locked and the direct deposit will be returned to my employer XX/XX/XXXX XXXX thank you note from me to the bank XX/XX/XXXX XXXX acknowledgement from the bank XX/XX/XXXX XXXX note to bank asking why my transfer to a linked account was blocked, after they stated that I could move the money XX/XX/XXXX XXXX bank states i need to meet their demands for identification at my new address without acknowledging that the transfer was blocked despite their statement about being able to move money.
XX/XX/XXXX XXXX note to bank asking them to read my message about traveling and being unable to meet their demands XX/XX/XXXX XXXX bank continues to ask that i meet their demands that that is the only way to resolve the issues.
XX/XX/XXXX XXXX note to bank asking why they also blocked an external transfer via account/routing number was blocked.
XX/XX/XXXX XXXX bank states that i have met their demands and my account is no longer blocked. Does not acknowledge the rejected transfer i asked about.
Company Response: Closed with explanation
2019-09-25
Lewisville, TX
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: Was given til XX/XX/2019 to purchase flood insurance by bbva. I did so and my insurance agent sent the proof of insurance on XX/XX/2019. He also called to make sure everything was received. On XX/XX/2019 bbva purchased flood insurance on my behalf then cancelled it and only refunded me a portion of the premium back. Cost of premium was XXXX and refund amount was XXXX. I did what was asked if me on time. The letter just says to respond by XX/XX/2019 and I did that several times also. Still I had proof that I purchased flood insurance before the deadline and all the info was sent to bbva on the XXXX of XX/XX/2019.
Company Response: Closed with monetary relief
2019-09-24
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with explanation
2019-09-24
Lewisville, TX
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Complaint: My account was {$69.00} to the good when bbva decided to first hit me with overdraft fees of {$38.00} each. I had a {$4.00} charge, a {$16.00} charge, another {$4.00} charge, and a {$15.00} charge. That adds up to {$39.00}. None of these fees should of been charged. The way the put it through was to make sure they got {$150.00} from me. This is bogus and I need all 4 fees refunded.
Company Response: Closed with monetary relief
2019-09-23
D Hanis, TX
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: On XX/XX/XXXX I met with Mr. XXXX XXXX of BBVA Compass Bank XXXX XXXX XXXX Bank in regards to my mothers ( XXXX XXXX ) checking account. I was the attorney-in-fact for my mother who passed away on XX/XX/XXXX. When I started to question actions taken by BBVA Compass as to why I was not notified when this account was frozen in XX/XX/XXXX. BBVA Compass did notify XXXX XXXX that this account was frozen when they attempted to process an EFT.
When I had contacted Mr. XXXX XXXX with this issue he told me that there was only one POD, my brother, XXXX XXXX.
When I spoke with Mr. XXXX XXXX XXXX ( Retail District Executive SVP ) about this same matter, he also told me that my brother was the only POD.
In the ensuing months after I filed the original complaint on XX/XX/XXXX I was going thru my mothers files and found the Consumer Signature Card that was processed by Mr. XXXX ( officer number XXXX ) on XX/XX/XXXX when the account was opened. When I met with Mr. XXXX on XX/XX/XXXX I showed him the signature card and asked why I had not told that I was also a beneficiary. Mr. XXXX suggested that sometimes the attorney-in-fact is not a beneficiary. I showed him the form and he emailed the BBVA Compass Bank to ask their opinion. He said that I should call him the next day to ask him about the ruling made by the legal department. I called and left a message. I called again on XX/XX/XXXX and left another message on his phone ( XXXX ). I then called the banks main number XXXX and spoke with Mr. XXXX XXXX. Mr. XXXX then told me that they had found that in one system that I did appear as a beneficiary, but in another system I did not appear as a beneficiary. This explanation is nonsensical.
The signature card clearly identifies me as a beneficiary. In CFPB Complaint # XXXX BBVA Compass Bank states that it can not release any information to me because I was the attorney in fact. However, I am clearly also a POD, I need an answer as to why I was not notified that the account was frozen. They did notify the creditors that the account was frozen. It is obvious that BBVA Compass Bank does not follow their own policies.
Company Response: Closed with explanation
2019-09-23
Grapevine, TX
Problem with a credit reporting company's investigation into an existing problem
Credit card or prepaid card: General-purpose credit card or charge card
Their investigation did not fix an error on your report
Complaint: BBVA still has NOT updated my account to a XXXX balance and currently open credit card. It is causing my credit score to be lower with this balance that still does not reflext the correct current balance of XXXX
Company Response: Closed with explanation
2019-09-23
Baiting Hollo, NY
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with monetary relief
2019-09-22
Bellaire, TX
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Investigation took more than 30 days
Complaint: XXXX have me as XXXX XXXX XXXX the XXXX enclosed documents proving such remove it and take off the ftc violation also XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FCRA law saids if the inaccurate information cant be fix must remove it
Company Response: Closed with explanation
2019-09-21
San Diego, CA
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Complaint: They have done it AGAIN!!! I will attach my statement. On XX/XX/19 I used a toll road, which cost {$2.00}. Afterwards, my balance was {$10.00}. THE VERY NEXT TRANSACTION WAS AN OVERDRAFT FEE FOR {$32.00}! ~!!!!! It was the overdraft fee which made my balance negative, NOT my toll fee. Also, on the day I originally complained, I TOLD the customer service rep to RESCIND the overdraft agreement, because she told me it was my fault for allowing overdrafts ; I said, and I have a copy of this : " STOP IT!!! '' TAKE THE OVERDRAFT FEATURE OFF! '' She replied, ok.
The way this banks does things, I HAVE ZERO CONTROL OVER WHETHER OR NOT I Am charged an overdraft!!!! I am unable to manage this, based on the way this bank does business. THEY TRICK US!!!!!!!!! I have NO control and can not avoid these fees!!!!
The way this bank does things, I have ZERO control over whether or not I expose myself to overdraft fees. I am not able to assess this, based on THEIR statements, as they make them available TO ME!!!!!
When I made this payment, I got NO notice of overdraft. NOW, I am charged {$32.00}. If I could figure this out or manage it on my own, it MIGHT be fair, but even that is doubtful. The way they process transactions makes it IMPOSSIBLE for me to avoid their overdraft fees. Please, CFPB, READ THIS!!!!!! The bank will not tell the truth!!!!
Company Response: Closed with monetary relief
2019-09-20
Jacksonville, FL
Opening an account
Checking or savings account: Checking account
Didn't receive terms that were advertised
Company Response: Closed with monetary relief
2019-09-20
Dallas, TX
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: On XX/XX/XXXX I opened a account with BBVA. On XX/XX/XXXX I went into the bank to fund the account but it was denied. Reason I had a charge off in XX/XX/XXXX- XX/XX/XXXX for XXXX. With a third party Bank call Simple. I never opened a account with them. Whoever open a account used a old address where I use to stay in XX/XX/XXXX/XX/XX/XXXX. I contacted Simple several times they would say someone would contact me, but never did. Simple couldn't tell me if it was being investigated are what was going on.
On XX/XX/XXXX I received a letter from XXXX XXXX that my checking account was denied on XX/XX/XXXX. Never did try to open a account. I contacted XXXX XXXX they told me to contact Identity theft.gov. On XX/XX/XXXX I put a freeze and faurd alert on my credit. I also provided information to identity theft.gov. I contacted all three credit agencies.
Company Response: Closed with explanation
2019-09-20
Dallas, TX
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: It was yesterday XXXX XXXX around XXXX, i went to XXXX bank on XXXX and XXXX in XXXX, TX.
I wanted to withdraw {$5000.00} from my account, the teller told me that they did not have the money and that i needed to go to a different location, or come back the next day to get it. I asked to speak to the manager. The teller came back with a young lady, i told them that i will be video this conversation and asked for her name, she refused to give me her name and walk away.
I asked the teller for that person name but she refused to give it to me, and refused to give me her name also. I asked the teller again that i could speak to someone really in charge, because i want to cash out some money.
After a few minutes in the back room again, she came out and told me that i can have {$2000.00} instead of {$5000.00}. I told her that i didn't want {$2000.00} but {$5000.00} of my money and who ever hear of a bank that doesn't have {$5000.00}.
Then suddenly another employee came and asked if she could help me from behind my back, she asked for my driver license and bank account number, i gave them to her, then she went in the back and after a few minutes, she came out with {$5000.00} and gave it to me.
I don't really know what has happened there, was i being discriminated or????.
It was really sad that i have to go through that just to get my own money. What if they do this to the people that speak very little English or someone just do what the told from the teller, there have to be a better way.
Company Response: Closed with explanation
2019-09-19
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Company Response: Closed with explanation
2019-09-19
Piedmont, AL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: On XX/XX/XXXX I made an online purchase and on XX/XX/XXXX I filed a dispute since I realized I fell victim to a scam. The scam totaled {$700.00} and was split across two transactions. I sent screenshots of chat, phone numbers, transaction ids, and everything I could. I didn't get an answer until XX/XX/19 when they told me " no error occurred '' and that " this matter is closed ''. They didn't provide reasoning why, any partial resolution, or anything. I waited 83 days for them to send me a short message basically saying sorry too bad. I want a full or partial charge back for this transaction. Online scams are very popular nowadays and all of the other banks I've used offer protection. I checked their XXXX and it's horrible. I wish I noticed it prior to setting up an account. I've tried numerous times to resolve this with calls or chats. If I call they say lets setup a chat. If I send a message in chat they don't respond for days and often respond emptily. This is the worst bank I've ever had ... no exaggeration.
Company Response: Closed with explanation
2019-09-19
Val Verde, TX
Other features, terms, or problems
Credit card or prepaid card: General-purpose credit card or charge card
Other problem
Complaint: BBVA credit card company withdrew my payment of {$460.00} twice, one on XX/XX/2019, and then another {$460.00} on XX/XX/2019. After a long communication back and forth, the unauthorized withdraw of {$460.00} by BBVA on XX/XX/2019 was finally reversed to my BBVA bank ( checking account ) on XX/XX/2019. However, also on XX/XX/2019, BBVA billed {$460.00} to my credit card account, and kept telling me to pay this {$460.00} to them. There is no reason I still owe BBVA {$460.00}, and BBVA is unwilling to remove this {$460.00} from my balance, and they can not provide a reasonable explain why this {$460.00} charged to me.
Company Response: Closed with monetary relief
2019-09-18
Mabank, TX
Managing an account
Checking or savings account: Checking account
Funds not handled or disbursed as instructed
Complaint: BBVA Compass ( the Bank ) refused to provide me with substitute checks copies for your XXXX Checking Account ( # ... XXXX ).
A certain number of checks were paid out of my account but the Bank will not provide me with copies of the cleared checks. I have also requested all of my funds currently being placed on hold/restricted/or otherwise be release to me immediately every single time I make callas to BBVA.
Bank records show the XXXX Checking Account ( # ... XXXX ) in question was charged off on XX/XX/XXXX with a balance owed of {$230.00}. You also had two other deposit accounts ( # ... XXXX and # ... XXXX ) which were charged off on XX/XX/XXXX with balances owed of {$1300.00} and {$15.00}, respectively. Between XX/XX/XXXX and XX/XX/XXXX, a total of thirteen ( 13 ) checks were presented to this account ( s ) ( # ... XXXX and # ... XXXX and XXXX and were all allegedly returned unpaid.
The checks that were presented to the account are as follows : XX/XX/XXXX Check # XXXX {$59000.00} XX/XX/XXXX Check # XXXX {$10000.00} XX/XX/XXXX Check # XXXX {$1000.00} XX/XX/XXXX Check # XXXX {$1000.00} XX/XX/XXXX Check # XXXX {$55000.00} XX/XX/XXXX Check # XXXX {$10000.00} XX/XX/XXXX Check # XXXX {$10000.00} XX/XX/XXXX Check # XXXX {$60000.00} XX/XX/XXXX Check # XXXX {$11000.00} XX/XX/XXXX Check # XXXX {$10000.00} XX/XX/XXXX Check # XXXX {$5000.00} XX/XX/XXXX Check # XXXX {$27000.00} XX/XX/XXXX Check # XXXX {$9800.00} On the memo portion of the checks, it states either for setoff and adjustment or Paid in full, for setoff/adjustment.
Lastly, some checks appear to be electronically generated via computer with the routing number and account number for BBVA Compass but have the financial institution name listed as XXXX XXXX XXXX which were remitted in error and explanation given to XXXX at BBVA.
Notice is hereby given that BBVA has forbidden me from ever entering any bank location. Ever!
" Due to your behavior during one of these visits to the XXXX XXXX Banking Center on Tuesday, XX/XX/XXXX, the Bank has made the decision to revoke your privilege to enter and/or contact any BBVA Compass property. Contacting includes, but not limited to, telephone calls, emails, and social media direct messaging. Further appearance and/or contacting shall be considered trespassing and/or harassment, and the Bank will seek all remedies within its power. A No Trespass/No Contact Notification Letter with this information was sent to your address of record on XX/XX/XXXX. A copy of the No Trespass/No Contact Notification Letter is attached to the CFPB portal for your review. "
Company Response: Closed with explanation
2019-09-18
Buford, GA
Managing an account
Checking or savings account: Checking account
Banking errors
Company Response: Closed with explanation
2019-09-18
Santa Ysabel, CA
Closing an account
Checking or savings account: Checking account
Funds not received from closed account
Complaint: My BBVA Compass bank account, ending digits 9591 was frozen due to a mistake I made attempting to transfer monies in my BBVA account to a similar XXXX account. I have been very dissatisfied with BBVA, i.e. poor customer service. I received a call early in XX/XX/XXXX ( XX/XX/XXXX ) from BBVA letting me know the account has been frozen. I let the representative know I made a mistake doing an electronic transfer with apparently prompted the freezing of my account. I very busy at work at the time and requested a return call. I never received a call. I called back on XX/XX/XXXX and requested a call back. Still no call. Today XX/XX/XXXX I called again and spoke to a representative. I was transferred to some fellow named XXXX. I left a message requesting a return call. No call again. BBVA I believe has {$130.00} of my remaining balance. I just want my money back. I am a good customer for BBVA. I had a personal loan for Solar panels on a 4 year term. I paid the loan off in 2 1/2 years ahead of time. I still get solicitations from BBVA even though they don't respect my business. Please assist me in receiving any funds I have left in my account.
Company Response: Closed with explanation