BBVA FINANCIAL CORPORATION

2017-11-01

Eight Mile, AL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX, XXXX I received a letter from BBVA Compass informing me that my mortgage had been paid in full, and not to send any more mortgage payments because they would be returned. At this time, I was still in Chapter XXXX Bankruptcy. I called the number on the letter to verify the information. The computer operator confirmed the information in the letter. I have asked BBVA Compass for a mortgage release numerous times ; I have yet to receive my mortgage release.
Company Response: Closed with explanation

Timely Response

2017-11-01

San Antonio, TX

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-31

Millville, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Complaint: I opened up an account with simple bank on XXXX/XXXX/XXXX. I then need to update my address on XXXX/XXXX/XXXX. They asked for a selfie with my address behind me, which I gave them, then a photo with me holding my id and my address behind me, which I gave them, and this was exactly what there " options '' stated to give them to verify my residence. They then send me an email stating sorry bu we need more like a utility bill and a photo of my actual house. I told them I do not get bills in the mail everything is electronic and why would you need a photo of my house that is an invasion of privacy. They then stated that they could not confirm my new address even though my selfie with my address behind me matches my id photo I sent them, but that was n't good enough for them. So I then told them I want to close my account and they confirmed that on XXXX/XXXX/XXXX that my account would be closed. I then waited 3 weeks to find my account was still active and not closed at all. So once again I contacted customer service and they then returned to me that oh we ca n't close your account until we confirm your address. So for a week a went back and forth with them on how I followed all their regulations on how to confirm the address and even quoted there document on how to confirm an address where it stated on option 1, to take a selfie with just your address behind you. The representative then replied saying oh I guess we need to update our regulations on our address confirmation and we still wo n't confirm your address. They literally decided to make up and change their own rules and regulations on me whenever they felt like it. So now I know they are pulling my string to take my identity because they have all my information and even selfie of me. It is wrong what they are doing and what bank needs a confirmation of a new address to close an account. They did n't even need to confirm my original address but they wanted to confirm my new address. My last conversation with them was on XXXX/XXXX/XXXX with them still refusing and I have kept all messages with customer service as proof even stating how they basically changed the regulations on me on their own accord. That is discrimination. I have reported them to the federal reserve and the federal reserve has stated they have now forward the report to the CFPB. Please help as I do not trust these liars as they are potentially taking many consumers identity.
Company Response: Closed with explanation

Timely Response

2017-10-31

Mariposa, CA

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-31

Macclenny, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2017-10-30

Plymouth, FL

Getting a credit card

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

Card opened as result of identity theft or fraud
Complaint: BBVA Compass Bank allowed someone to open a XXXX debit card in my name, via on-line. I received the card in the mail with only my e-mail incorrect as I would have received something of a thank you for doing business with them which would have alerted me to stop use of the card right away. When asking BBVA for verification of identity information provided to this bank, proving they were me, I was told they did not provide that information to anyone. Soooo, someone else can get a debit easily and fraudulently but the victim has no rights. Got it!!!! However on my SECOND call, ( in the US this time ) I was sent a fraud packet to complete. Problem ... .the information they asked for was everything but blood type which, if not legit, would give these people access to EVERYTHING. I do n't think so!!! They did stop the use of my card right away by putting a hold on it ; not sure if that means the card goes away. I believe not so I am using this government agency to stop this completely and with the addition of security of my information.
Company Response: Closed with explanation

Timely Response

2017-10-30

Fort Macarthur, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-10-30

Redding, CA

Closing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-30

Chandler, AZ

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-28

Lufkin, 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

2017-10-27

Watkins, CO

Incorrect information on your report

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

Information is missing that should be on the report
Complaint: We filed a XXXX back in XXXX or XXXX and did NOT have our XXXX or our XXXX mortgages included in the XXXX. The lawyer never sent us anything to let us know that we were going to re-affirm our mortgages, stay in the house and keep our payments on time, which we have. NEITHER XXXX XXXX XXXX # XXXX or Compass Bank ending in XXXX have been reporting our payments as being on time since then. Our credit scores have suffered because of this and prevented us from getting the lower interest rates on car loans, credit cards, etc. We did some research on the XXXX and found out that he got his licensed suspended at the time because of numerous complaints.
Company Response: Closed with explanation

Timely Response

2017-10-27

Madison, WI

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Complaint: Dear XXXX, XXXX XXXX XXXX recently declined from over XXXX to less than XXXX because a credit card company ( BBVA Compass ) has been posting a delinquent account on my credit report. I have not received any written notification of the debt or my right to be able to dispute this debt. I have not received a single phone call or letter from this company. I called them multiple times in the month of XXXX to try and settle this alleged debt by paying off the amount they were requesting if they would remove their negative account from my credit report. They have still not sent me a written notification of the debt despite my email and phone calls on XXXX XXXX, XXXX in which I gave them my most recent address. The person I spoke with was collection agent XXXX XXXX ( XXXXXXXXXXXX, XXXXXXXXXXXX, phone number XXXX XXXX. I have called this number back several times over the last few days in an attempt to settle this alleged debt and have the negative information removed from my credit report. However, after being on hold for over an hour, I have not been able to speak with anyone. I am a physician with a very busy schedule and a high patient volume. I really can not afford to spend so much time trying to settle a debt for which I have received no notification to date. I believe that in order to protect my rights as a consumer, an intervention from the CFPB is urgently needed. Thank you, XXXX, XXXX XXXX XXXX off on writing full name as per guidelines above )
Company Response: Closed with explanation

Timely Response

2017-10-27

Gainesville, FL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-10-26

Scottsdale, AZ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Sunday XXXX XXXX XXXX we noticed that {$5000.00} had been charged to our checking account at, BBVA Compass Bank, 2 days earlier. The Bank has no fraud department to report to weekends. Monday XXXX XXXX we went to the banks branch office and reported the fraud. They told us they did not handle such things! Instead they contacted the head office fraud department and we had to wait for 1 hour before anyone answered. Finally the fraudulent activity on our checking account was reported, the account itself closed and we opened a new account. At that time we asked when the we would have our money back in order to pay our upcoming bills. We were told when the investigation was done and that could take up to 10 business days. After 10 business days we contacted the fraud department again and we were told it can take up to 90 days or more. We know under Regulation E, the bank has to reimburse us in ten days but obviously they refuse with no further explanation. We have been clients with the bank for 12 years.
Company Response: Closed with explanation

Timely Response

2017-10-26

Charlotte, NC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I opened my account with XXXX on XX/XX/XXXX. On XX/XX/XXXX I deposited $9.90 for use in my account. These funds were deposited and made available to me. I was mailed a debit card for use on the account as well. Also on XX/XX/XXXX I noticed I was unable to initiate any transfers or ACH payments. I wrote out to the XXXX support at that time. XXXX from XXXX Support wrote out to me the following: XXXX (XXXX Support) XX/XX/XXXX, XXXX XXXX PDT Hi XXXX Thanks for testing this out. Upon further research, I believe this due to a customer registration task that our parent bank, BBVA, needs to complete. It should be solved by Monday or Tuesday at the latest, at which point I would like to follow up with you to confirm that your ability to transfer funds is restored. Thanks again for your patience during this process. XXXX The XXXX Team I waited until XX/XX/XXXX and tried again but was met with another error message. I wrote out and received a response: XXXX (XXXX Support) XXXX XXXX XXXX PM PDT Thanks for following up XXXX - I was just checking on your account when you wrote in. I am still pushing on our team for resolution and expect a response within 48 hours. I know this is not ideal and is dragging past the first date I gave you, but thank you for your patience while I make sure you are set up. Thanks, XXXX The XXXX Team Then all of a sudden onXX/XX/XXXX I was informed of the following: XXXX (XXXX Support)XX/XX/XXXXXXXX XXXX XXXX PDT Hi XXXX, After looking into your account errors I'm sorry to report that your account has been frozen by our research team, hence your inability to transfer funds. They found some information during their review process that caused them to freeze, and your account will need to be closed. Prior to closure, the funds in your account will be sent to you via check. I apologize for the negative experience you have received in this process, and if you have any questions or concerns please let me know. SincerelyXXXX XXXX The XXXX Team We then engaged in a back and forth via email: XXXX (XXXX Support)XX/XX/XXXX XXXX XXXX PDT Hello XXXX - We are working to get a cashiers check cut from the bank this morning to be sent to your business address - please let us know if you would like it sent to your personal address or something entirely separate and we will update the ticket. Thanks, XXXX The XXXX Team XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX PDT Where is my XXXX money? I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem. On Mon,XX/XX/XXXX at XXXX XXXX, XXXX XXXX wrote: While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me. XXXX XXXX XX/XX/XXXX XXXX XXXX PDT I will literally take the time to sue you in court for witholding my funds fraudulently. OnXX/XX/XXXX XXXX XXXX, XXXX wrote: W I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem. On Mon, XX/XX/XXXXat XXXX XXXX, XXXX XXXX wrote: While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me. XXXX XXXXXX/XX/XXXX, XXXX XXXX PDT I just hope that all of you and your companies' actions were justified because you have just opened up a whole new can of issues. I'm not the one and you picked the right person to do this to. This is basically XXXX and you know it. That's why you are telling me that you can't disclose the reasons. Well the moment you decided to freeze and close my account you made a mistake of not making sure I had my funds. This is a big problem. While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me. XXXX XXXX XX/XX/XXXXXXXX XXXX XXXX PDT While it may have not been your intention, the poor experience is here. As soon as I'm done with my school work I'm filing complaints against your company. The most critical issue of all is I don't have my funds. I asked you to expedite it but it's still not here. If you all can expedite the freeze and closure of my account then you can get me my money back there is NO excuse for this. I will not stand by and let you take advantage of me. XXXX (XXXX Support)XX/XX/XXXX, XXXX PM PDT Hello David, I understand that this can be a confusing and poor experience for you, which is never our intention. What I can tell you is that our research team reviews a broad spectrum of information including financial, legal and social data relating to our customers and that we try to take a global view of each customer to determine eligibility. I hope you understand we cannot disclose XXXX specific criteria for account eligibility. Sincerely, XXXX The XXXX Team XXXX XXXX XXXX XXXX, XXXX PM PDT You did not answer my question What kind of information is causing the closure of my account? XXXX (XXXX Support) XXXX XXXX XXXX PM PDT Hi XXXX, Again, I am very sorry about the experience you are having with us and the lack of clear communication. We certainly have a lot of improvements to make through this stage of XXXX testing, some that I have learned from your situation. I reached out to our deposit operations group to get your check $XXXX sent as soon as possible, though in all honesty this will probably not be until Monday of next week. I know this is not ideal or what you asked for, but it is the best I can offer currently. Please let me know if there is anything else I can do to help in the meantime. Thanks, XXXX XXXX XXXX XX/XX/XXXX, XXXX XXXX PDT You all have me very.... heated and angry this is not something that you write to tell them over a support thread. A call would have been appreciated but it appears that you all just do not care enough to be personable. Also I'll need that check expedited not some regular business day crap. I will also be reporting this to the Consumer Financial Protection Bureau as well as any and all bank regulatory factions. On Fri,XX/XX/XXXX at XXXX XXXX XXXX XXXX wrote: That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me? XXXX XXXXXX/XX/XXXX XXXX XXXX PDT Also I'll need that check expedited not some regular business day crap. I will also be reporting this to the Consumer Financial Protection Bureau as well as any and all bank regulatory factions. That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me? XXXX XXXXXX/XX/XXXX, XXXX XXXX PDT That's really bad not only has this left me with a negative experience but it was also be negative on you all's part. Since I plan on reporting my negative experience on any and all outlets including all social media and review sites that XXXX is listed with. How can one be so vague and I get no notification except now that you have told me? XXXX XXXX XX/XX/XXXX, XXXX XXXX PDT Whoa there. What kind of information are you speaking of? I verified my address and they still have failed to return my money.
Company Response: Closed with monetary relief

Timely Response

2017-10-24

Fort Worth, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XXXX XXXX, XXXX, a check was deposited into the XXXX XXXX XXXX XXXX XXXX TX BBVA Compass branch ATM. An hour later the deposit had not shown in my account. I called BBVA and spoke to a male agent who was said he was researching the deposit and put me on hold. After about 10-15 minutes of this, the agent hung up on me. I called back and spoke to another agent who said the investigation department was closed so I had to call back the next day. I called back today, XXXX XXXX, XXXX and reached a female agent. I was on the phone with her for 24 minutes and was on hold for about 10 minutes after I told her I need to speak with someone who can credit my account with the funds since they were sitting in the BBVA ATM. After I was hung up on, I called again and spoke to a male agent who finally gave me dispute # XXXX. He put me on hold and called the investigators department. He came back on the line saying they would not speak to me. I then spoke to the agent 's supervisor, XXXX # XXXX who refused to provide resolution. This money was to pay my driver. I am a new XXXX XXXX XXXX who does not have extra money sitting around to cover my driver 's pay twice. It was a malfunction of BBVA 's ATM and I should not be penalized for 10 business days due to their machine malfunction. I want my account to be credited within 24 hours of receipt of this complaint, if not sooner, of the {$260.00}, which is the amount sitting in their ATM. This is the worst customer service I have ever experienced with slow, out-of-date processes, no consideration being made for customers being damaged financially due to their malfunctioning machinery, and phone agents who make it impossible to get solutions to help their customers keep their businesses running smoothly. This is not an institution that is in it to help small businesses.
Company Response: Closed with monetary relief

Timely Response

2017-10-24

San Tan Valley, AZ

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2017-10-23

Arlington, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2017-10-19

Los Angeles, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I opened a BBVA Compass Clear Choice Checking with a promotional bonus of {$200.00}. The terms state that in order to receive {$200.00}, you must open a Compass Clear Choice Checking before XX/XX/XXXX and after openeing the account, make an electronic deposit from an unrelated 3rd party of at least {$300.00} into the account within 60 days of account opening. The bonus should post within 60 days. I qualified for the terms on XX/XX/XXXX with an electronic deposit of {$300.00} on XX/XX/XXXX and I have yet to see the bonus post to my account. After reaching out to BBVA compass they have been unhelpful and are unwillilng to solve the issue per the terms of the promotion. Timeline : Account Opening Date : XX/XX/XXXX Electronic Deposit {$300.00} : XX/XX/XXXX On XX/XX/XXXX, BBVA responded that in order to qualify for the bonus, the account must have a positive balance, and that in order for the bonus to post, I would need to have funds in the account. Once the funds are in the account, the bonus would then post. I have deposited {$100.00} into the account and I still have not received the bonus as stated in terms and conditions, as well as BBVA compass reply to my original CPFB complaint # XXXX. My efforts to reach BBVA compass through customer service have been exhausted.
Company Response: Closed with monetary relief

Timely Response

2017-10-18

Denver, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2017-10-17

TX

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Money was taken from your account on the wrong day or for the wrong amount
Complaint: I have been a member of XXXX XXXX XXXX in XXXX, TX since XX/XX/XXXX. I have had my CD 's and XXXX accounts with them since that time as well as checking and savings accounts. As of this year, I have been requesting reports from BBVA since my inception of working with them as I feel that money has been taken from my accounts at one time or another. My son has also requested reports from the investment side as well, so that we can follow the paper trail and do research on our own to see if and when my accounts with BBVA have been compromised by someone at the bank. In XX/XX/XXXX, I requested information from one of the agents and was told that she was no longer employed with the bank. We have repeatedly asked for our reports from bank statements, statements on my investments, etc, but they do not respond to my requests. They would lure me into internal accounts that benefited BBVA on interest rates and not my own. When my CD 's would mature, they would place the money in an " Internal '' account until they moved it somewhere else. They also tried to convince me to place my money in accounts that did not benefit me at all. We have been asking for all reports that show all transactions on all accounts so that we can cross-reference the trail of money coming in and going out. We have not been able to get these reports from the bank.
Company Response: Closed with explanation

Timely Response

2017-10-17

Mansfield, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with monetary relief

Timely Response

2017-10-16

Austin, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Company Response: Closed with explanation

Timely Response

2017-10-16

Houston, TX

Problem when making payments

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

Complaint: BBVA Compass advertises its Online Banking everywhere, but they do n't specify that certain products have little to no online functionality when they are trying to get you to sign up for their services. I have a personal line of credit with them and my family relocated to a new city. I had set up mail forwarding at my prior address but statements were never received at the new address ( other institutions were received ). I attempted to change my address online with BBVA, but that process required almost two weeks of them asking me to provide duplicate information as to my new address, and, more importantly, I repeatedly asked why the website indicated a place for past statements / amounts due to show up but they were always blank/incomplete for this account and no one could tell me how much was owed. They did offer to send me a copy of the statements I never received electronically, for a {$10.00} fee, I guess that is their definition of online banking. I have received several auto-dialed collection calls, but I explained to them I needed a statement or some screen on their website to see how much I owed. This scenario was only compounded by the fact that I have a checking account opened with them specifically to pay the monthly payments on this account, but they do n't have functionality to let me set this to " autopay. '' As a result, I fear they reported me as delinquent as I was waiting to actually receive a notice from them telling me how much was owed, which was finally received last week. This is at at a time where we are looking to purchase a new home, and the potential adverse credit impact over the life of a loan will be several thousands of dollars.
Company Response: Closed with explanation

Timely Response

2017-10-16

Arvada, CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I am so angry at them I just want to cry and they could care less about their customers. Obviously because their customer service never responds and who has time to wait on the phone for over 45 minutes. Ive gone in to deposit checks and they cant even find me in the system. Ive been a customer for almost 2 years. Their unexpected fees are deceitful. They charged my savings account on XXXX XXXX {$15.00} for a service fee and on the same day {$29.00} in excess transfers ... all without me ever knowing they do this. Why dont they alert us if we are going over our monthly limit which I never did. I inquired about them on XXXX XXXX and received this response Upon reviewing your information, we were able to verify that your account ending inXXXX is a XXXX XXXX XXXX account. For this type of account, there are only four free withdrawals allowed per quarter ( 3 months ) at no charge. A {$3.00} excess transaction fee will be applied for each withdrawal transaction in excess of the four per quarter cycle. The Federal limit is 6 per month. XXXX I had 3. XXXX I had 5. It shouldnt matter what account I have. Then, I recently changes jobs so had to mobile deposit a check, a corporate check since my direct deposit hadnt taken place yet. It took them over a week to release the check. In the meantime, I could see they were including it in my account and letting my use my card. Called and emailed numerous times about the hold and release times. Emailed and tweeted on XXXX XXXX & XXXX and talked with someone on the XXXX. Check was deposited on XXXX XXXX and released on XXXX XXXX. Then they charged me {$340.00} in insufficient fees. 5 on XXXX XXXX, 2 on XXXX XXXX and 1 on XXXX XXXX. On XXXX XXXX I emailed regarding the charges, got a response about setting alerts and I responded on the XXXX. No response. None of the responses were helpful at all. Now Im negative and still being charged fees. And have no money. Like them charging my savings when there was no money there. Or asking over three times to turn off my over draft.
Company Response: Closed with monetary relief

Timely Response