BBVA FINANCIAL CORPORATION

2017-10-15

Ft Lauderdale, FL

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I had two fraudulent debit card transactions which totaled {$150.00}. The fraudulent transactions were reported to BBVA immediately. However because of this my own transactions overdrew account and Bank charged XXXX dollars per transaction. I contacted fraud disputes and asked for them to expedite my provisional credit and fee reversals. A week later, nothing has been done. I have spent hours on the phone on hold with their disputes area, no one seems to care. No provisional credit has been made to my account and only two of the 4 NSF fees were credited after pleading with their supervisor. This is not the response of a Bank who is truly interested in their consumers well being and it appears to me as if they dont devote the necessary resources to deal with this sensitive issue
Company Response: Closed with monetary relief

Timely Response

2017-10-13

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: BBVA Compass Bank claims that they had sold my car at auction on or around XX/XX/XXXX after a repossession. Their information is not correct. The sale was on XX/XX/XXXX. I have a pending court case and I am trying to prove that I was falsely arrested. My car was towed off of private property without my knowledge or expressed consent. This arrested lead up to the vehicle being repossessed.
Company Response: Closed with explanation

Timely Response

2017-10-13

Danville, CA

Opening an account

Checking or savings account: Checking account

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

Timely Response

2017-10-12

Oxford, GA

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: Id like to take issue with BBVA bank on their over draft fee policies. On XXXX XXXX XXXX I had {$44.00} in my account, I made a purchase of {$10.00}. On the XXXX I had {$33.00} and made a purchase of {$10.00}. On XXXX/XXXX/XXXX I made a purchase of {$7.00} bringing my account to {$26.00} but had a pending transaction of {$62.00} which would bring my account to - {$35.00} and an added {$38.00} for overages. Logically the transactions would be processed in the order made regardless of my {$62.00} pending transaction however I was charged overdraft fees 4x. I spoke with a representative at BBVA in their disputes dept on XXXX/XXXX/XXXX at approx XXXX est, and they said that the account had the pending {$62.00} dollar charge and because my balance was less than {$62.00} I had $ XXXX in my account at the time the first transactions were made which means that I would be charged {$110.00} in overdraft fees. I believe that this bank deliberately reorders transactions in order to jack up overage fees!
Company Response: Closed with explanation

Timely Response

2017-10-12

Colton, CA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: Additional documents to go along with original complaint that was submitted via the phone.
Company Response: Closed with explanation

Timely Response

2017-10-12

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I am unsatisfied with Compass Banks response. I have filed several complaints and have n't gotten the message clear to them. They do not understand that I was arrested for XXXX XXXX after being brought to the police station they had determined that I was sober. They then changed the charges to interfering with public duties. I was then taken to county jail and spent a week there until getting out. I then spent four days at a local hospital then taken to another hospital and did not get out until XXXX XXXX. Compass Banks information does not add up. XXXX wrecker service told me that the bank repossessed the vehicle on XXXX XXXX. In Compass Banks response they said that it was on the XXXX that they had repossessed the vehicle. Also when I did call Compass Bank I only got through to two different people. One person told me that it would be around {$1300.00} over the phone and another person said around {$1200.00}. I was unable to get through to anymore phone calls to Compass Bank every call would say phone system error and then hang up. My wallet was lost and I had no access to my bank account or credit cards. So how can Compass Bank expect me to pay them anything at that time that the vehicle was repossessed. Also Compass Bank claims that the car was sold at auction on or around XXXX XXXX XXXX. According to Texas state department of motor vehicles the car was sold on XXXX XXXX of XXXX. Compass Bank is also claiming that after they had canceled the GAP policy and Extended Warranty that the money from the refund was already credited to the remaining balance. They were refunded {$350.00} dollars for the GAP policy and refunded {$2500.00} dollars for the extended warranty that is a total of {$2900.00} dollars. Compass Banks info states they had sold the car at auction for {$10000.00} dollars adding {$10000.00} dollars and {$2900.00} dollars is a total of {$13000.00} dollars. The amount of finance was {$15000.00} dollars so if I minus {$13000.00} from {$15000.00} that would be {$1100.00} dollars. The monthly car payment was for {$270.00} dollars per moth so if we add {$270.00} dollars times nine payments that would be a total of {$2400.00} dollars. Yet I did pay extra on six different payments if I add all of the payments I had made that would be {$2600.00} dollars and I believe I may had made one more payment than that so I am being conservative with my statement I am unsure if the payment for XXXX of XXXX was drafted from my account. So {$15000.00} minus {$2600.00} is a total of {$12000.00} then if we minus {$10000.00} dollars that would be {$1400.00} dollars then minus {$350.00} dollars that would be {$1100.00} dollars then minus {$2500.00} that would be $ XXXX yes that would be a minus sign so this in proof that I do not owe Compass bank anything. They made money on this seems that they had made more money by selling the car at auction and made a higher profit than if a customer would make all the payments. Compass Bank made a profited more by doing this yet they expect me to pay them {$3300.00} dollars. I still have not received my prescription medication that was left inside the vehicle that was unopened and sealed from the pharmaceutical company. That costs {$1700.00} dollars I did state this in a few complaints that was not returned to me. Also a pair of eye glasses was left in the vehicle those also were not returned to me. I still do not understand as to why Compass Bank is wanting me to pay them. They even opened this car loan fraudulently the car loan was approved and opened on XXXX XXXX of XXXX without my consent and without my approval. I did not purchase the vehicle on the XXXX of XXXX. The auto dealership got the loan approved and opened the loan on the XXXX without my knowledge. I was also not going even going to attempt to buy this vehicle. I took a look around the car lot and then talked with a sales person they asked me for my drivers license saying that they needed to make a photocopy of my drivers license. I then leave the auto lot I then stop at a store I was like darn they kept my drivers license. I drive all the way back to the auto dealer and they were then closed. So I have to drive all the way back there the next day to go and get my drivers license. I was talked out of the rental car that I was driving they had an XXXX XXXX XXXX return. So then I 'm stuck there without a ride and without a rental car. I was n't even allowed to rent another car. I was pretty much forced into this. I DID NOT SIGN THE LOAN ON THE DATE THAT IT IS PRINTED OUT ON. THIS LOAN WAS OPENED UP WITHOUT MY APPROVAL AND WAS ALSO OPENED UP WITHOUT MY CONSENT. So Compass Bank allows auto dealers to open up car loans without the consent of the potential buyer or did the auto dealer pretend to be the buyer just to get an auto loan approved even though I was not there and did not even know that they had opened a loan. So Compass Bank do not ask me to pay you any money. If you would just contact the auto dealership and ask them about this. You have a much better chance of clearing up this matter by contacting the car dealer. I believe they that could very well be responsible for opening a auto loan in someone 's name without any consent and without any prior approval.
Company Response: Closed with explanation

Timely Response

2017-10-12

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2017-10-12

Las Vegas, NV

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-10-11

Birmingham, AL

Problem when making payments

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

Company Response: Closed with explanation

Timely Response

2017-10-11

Euclid, OH

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

2017-10-10

Coral Gables, FL

Opening an account

Checking or savings account: Checking account

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

Timely Response

2017-10-10

Birmingham, AL

Problem when making payments

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

Complaint: We incorrectly received a delinquent notice dated XXXX/XXXX/XXXX for our line of credit acct for past due amt {$150.00}. We had made 2 prev pmts of {$500.00} on XXXX/XXXX/XXXX and {$500.00} on XXXX/XXXX/XXXX. Both pmts were made via paper check ( mail ) through the same bank XXXX XXXX XXXX that our LOC acct is at and both cleared our checking acct. Upon online investigation the 1st XXXX pmt was reversed on XXXX and {$340.00} of the 2nd {$500.00} pmt was reversed on XXXX/XXXX/XXXX. The local XXXX branch where loan was opened stated they could not help as they only open the accts and I was given a number to call. XXXX contact that same day XXXX XXXX/XXXX/XXXX XXXX to XXXX rep was no help- no explanation of delinquent notice or pmt reversals. I was promised a return call next day-never happened. 2nd phone call on XXXX/XXXX/XXXX also brought no answers. There was again a promise of a return call which did not happen. We have also sent an online message through our bank and no one has responded. We would like to know our rights as XXXX Bank is illegally charging us interest, refusing to post our pmts, keeping the funds from reversed pmts on this account XXXX our checking accts were not reimbursed for the reversal of either pmt ) and ruining our credit with false delinquent notices on a timely account. Please advise.
Company Response: Closed with explanation

Timely Response

2017-10-10

Scottsdale, AZ

Opening an account

Checking or savings account: Checking account

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

Timely Response

2017-10-10

Dallas, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: After sending several emails and leaving even more voicemail ( s ), I have yet to get the hard inquiries from Compass Bank removed from my credit report. I have a total of ( 5 ) There 's no way I filled out the same application 5 times. This is not me, I 'm not sure if my credit is ran by default to check updates on my report, I 'm not sure but I would n't apply for Compass Bank, I 've been with XXXX XXXX XXXX for almost 2years, this cant be right. XXXX XXXX XX/XX/XXXXXX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-10-10

Bethesda, MD

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-09

Bellaire, TX

Other features, terms, or problems

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

Other problem
Complaint: I applied for a new credit card ( XXXX Credit card ) with BBVA Compass bank few days ago and I received and activated it on XX/XX/XXXX. I registered the new card online so I can fully manage it myself. I had a credit account with this bank long ago which I stopped using since XX/XX/XXXXand was fully paid. I never used that old card and I never receive any new card. While online, I was surprised there were 4 accounts in my name and one of them has a balance of {$1500.00} ( CRC # XXXX ). I called their contact number on XX/XX/XXXX and spoke with a representative who told me to ignore it. According to the representative, the other cards showing were replacement cards. But I never received them, therefore never activated nor used them. He is quite arrogant when I insisted that I never had this card. ( But I printed all what I saw in my monitor ). I decided to cut the conversation and later called again. Next time I called on same date ( XX/XX/XXXX ), I spoke with a lady rep who said the same to ignore it. She told me it 's just nothing. I told her that if it was nothing, why is it generating current statements and even had balance. I printed the latest statement that I saw ( period XX/XX/XXXX-XX/XX/XXXX ). I told the representative to close the new account I just opened because to me, there is something wrong in their system. I asked the lady to close all account in my name because I believe there is something wrong here. Today ( XX/XX/XXXX ), I went online to check if the account were closed but they are still there. And thus I need help in this case. I demand that all the accounts that appears in my name be closed and information be taken off their system.
Company Response: Closed with explanation

Timely Response

2017-10-07

Spring Hill, FL

Problem with a purchase shown on your statement

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

Card was charged for something you did not purchase with the card
Complaint: multiple unauthorized charges from out of state company appearing on account. disputed charges with Compass. Compass added the charges back to account without providing me any information or documentation i asked for. such as who is billing me for what? the second unauthorized charges simply listed " services ''. services which i never received or asked for. customer service rep i9 could barely understand and could not understand me told me i can do notin for you. call da company. i said what company. it says services. Compass rep replied, " yes ... just a de call services and they will fix it right up for you ''. he handed the phone to another guy seemed like XXXX or XXXX tried to talk like a cowboy and said, " how-dee what 's the problem ''. i explained to the supervisor what i told the other guy. he said, yep, it looked like a legit charge to him. i said it was thousands of miles away from me and i did not make this charge. supervisor replied, " so what 's the problem then? ". you can take a horse to water, but you ca n't make him understand XXXX enough to be a credit card customer service agent. COMPASS BANK DOES NOT CARE ABOUT ITS CUSTOMERS. nor does it understand them.
Company Response: Closed with monetary relief

Timely Response

2017-10-07

Brooksville, FL

Other features, terms, or problems

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

Other problem
Complaint: charged me late fee on XXXX/XXXX/XXXX. Compass Bank advertises on their website their " dedication '' to their customers and forgiveness of late fees and a host of other lies from Compass bank. when i called them on XXXX/XXXX/XXXX because i had been displaced from my home due to XXXX XXXX, Compass customer service agent stated the he does not care and did not remove late fee. i imagine Compass Bank told many victims of XXXX XXXX similar brush offs when thousands of customers also called Compass asking them to make good on their promises. BBVA Compass bank is a no good dirty rotten bank.
Company Response: Closed with monetary relief

Timely Response

2017-10-06

Irvington, NJ

Closing an account

Checking or savings account: Checking account

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

Timely Response

2017-10-06

Baytown, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I have filed a few complaints about BBVA Compass Bank. Their response was just posting the bill of sale of the motor vehicle and financial loan information without any explanation. BBVA Compass Bank also had committed fraud the information that was sent in response to me listed that the sales date of the car was XXXX XXXX of XXXX. I did not purchase the vehicle on XXXX XXXX of XXXX. I did not sign anything until XXXX XXXX of XXXX. XXXX XXXX was also the same day that I had put {$4000.00} dollars down as my down payment. So BBVA Compass Bank approved and made the sale of the vehicle on Monday XXXX XXXX of XXXX. I did not purchase the vehicle until Tuesday XXXX XXXX of XXXX. So that would be them either commuting some type of fraud or making the financial loan invalid. That making me Not Responsible
Company Response: Closed with explanation

Timely Response

2017-10-04

Bear Creek Township, PA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-10-04

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with fees or penalties
Company Response: Closed with explanation

Timely Response

2017-10-04

Denver, CO

Trouble during payment process

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

Complaint: On XX/XX/XXXX I received ached from my insurance company to pay for hail damage on my house. I went to the Compass Bankin XXXX XXXX to process their endorsement of the check and then for Compass Bank to mail the check to XXXX to get their endorsement. Instead BBVA Compass endorsed the check and placed the money into my helot account. Once Compass figured out what they did wrong the bank reversed the deposit of the money out of my account as insufficient funds. Now Compass claims they are sending a check overnight to my XXXX branch but nothing showed up. Here we are 5 weeks later, I am afraid my contractor is going to lien my property and Compass Bank is going to foreclose because it looks like I bounced a check. XXXX still wants the check for their escrow amount. In all this Compass Corporate does not think this is a big deal. I do want to let you know that the people at the XXXX XXXX Branch of BBVA Compass have tried hard to help me but the higher management is trying to cover the fact that they erred in not getting XXXX endorsement. Compass Bnk employees XXXX XXXX and XXXX XXXX are responsible for the accuracy of the non sufficient funds internal ticket number XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-10-03

OK

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: Horrible Customer service. Account number on my billing statement was not correct. I waited XXXX minute to get a not accurate payoff amount.
Company Response: Closed with explanation

Timely Response

2017-10-03

Dickinson, TX

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response