BBVA FINANCIAL CORPORATION

2017-09-18

Benbrook, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2017-09-18

Portland, OR

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-09-16

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: Today Saturday XX/XX/XXXX I received a collections noticed in the postal mail that was dated XX/XX/XXXX. BBVA Compass bank had repossessed my car without my knowledge then sold my car just a few days after my monthly payment. They claim the car was sold for {$10000.00} the remaining balance on the car loan contained within their info is {$12000.00} So that leaves a remaining balance of {$1500.00} along with fees involved with repossession. That being {$1700.00} so Compass bank is asking me within the mailed info to pay {$3300.00} I feel is that they owe me. I had spent {$1000.00} for a brand new set of tires including an alignment. I had also done needed maintenance such as a coolant flush and fill. Along with transmission flush and fill and other services to the car. I put {$2000.00} dollars into the car for maintenance and improvements. Also my prescription medicine that was left in the car was never returned to me. That was a new bottle and unopened. That is around {$1700.00} for a 30 day supply. Also I had placed {$4000.00} dollars as a down payment for the car. The day after Compass bank repossessed the car they contacted the GAP insurance company and closed the GAP insurance policy and kept the refunded amount of money that was used to opened the GAP policy. I also did not have my pair of eyeglasses returned to me they were XXXX framers and lenses they cost me {$600.00} dollars. So that I had used pretty much all my money on this car and Compass bank is expecting me to pay them {$3300.00} They sold my car 2 days after my monthly payment. I just can not afford another car and I will not ever do any form of business with them ever again.
Company Response: Closed with explanation

Timely Response

2017-09-15

Astrodome, TX

Problem with customer service

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Complaint: I received an advance payment of {$5000.00} from my flood insurance carrier-Allstate. It was made out to me, XXXX Bank, and Compass bank. My primary mortgage is with XXXX bank and I have a equity line of credit with Compass ( that has a XXXX balance ). XXXX endorsed the check immediately-no problem. Compass Bank, however, refuses to endorse it unless they receive a copy of the insurance adjuster report and an estimate from a contractor. I explained the {$5000.00} advance is to help with immediate needs and to help me get started on the rebuilding process. This explanation fell on deaf ears. They cited their policy and have refused to endorse the check. As of this writing I 've had the check in hand for over a week. At this point it is a worthless piece of paper. I 'm grateful I do n't need the funds immediately but others in this same situation are desperate for money. We, flood victims, are being victimized all over again.
Company Response: Closed with explanation

Timely Response

2017-09-15

San Jose, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Complaint: I made reservations at a hotel for XXXX XXXX through XXXX I never made it to the reservations but the hotel was entitled to take {$50.00} for breaking reservation they try to take the {$50.00} but could n't because it was n't available but they already had pre-authorization for {$220.00} which after they returned because I did n't take the XXXX days at the hotel when they figured out they could n't get the {$50.00} because it was n't in the account for breaking the reservations and they forced the transaction to go through for {$220.00} then left me negative. I contact my financial institution which is XXXX XXXX XXXX they gave me a hassle today is XXXX XXXX this dispute has been open since XXXX XXXX and still I have no outcome even though they know that the hotel attempted to charge me {$50.00} for the breaking of the reservation and could n't get it and forced the money to go through they did n't give me a provisional credit then and give me anything. My utilities as well as phone were cut off due to this Fiasco I 'm asking for {$150.00} aside from the {$220.00}. Also this card was advertised for budgeting for never being able to go negative if this car went negative and it was never supposed to that 's a classic case of false advertising.
Company Response: Closed with monetary relief

Timely Response

2017-09-14

Mesquite, 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

2017-09-13

Brooksville, 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
Company Response: Closed with monetary relief

Timely Response

2017-09-13

Liverpool, TX

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Complaint: I was at a place of business requesting parts for my car to be ordered. At that place of business the local police had towed my car and kept my car at a tow service lot. I will leave out the reasons for this moment. If any pending legal matters. I did not find out that my car was towed and brought to a tow service yard until 27 days after it had been towed. I had called the tow service and the man had refused to speak to me on the phone. He had stated that I had to go there with a photo ID. I tried explaining to him that I had lost my wallet and had no photo ID. I then call the financing bank that I had the car loan with. They tell me that they had repossessed my car after 20 days of being at the tow service lot. What boggles my mind is how did someone find out the financing bank. Also what boggles my mind even more is that I had this car loan on Automatic Payment drafted from my checking account one per month. I was not struggling with any payments. The monthly payment was only {$270.00} a month. So I do not understand why my car was repossessed at all. My automatic payment was always sent on the same day for the same amount. I also keep full covered auto insurance. They never gave me an answer
Company Response: Closed with explanation

Timely Response

2017-09-13

Coronado, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response

2017-09-13

Brooksville, FL

Problem with a purchase shown on your statement

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

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response

2017-09-13

TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: My account was opened on XXXX/XXXX/XXXX under a promotional offer of " Open a new checking account with direct deposit, receive a {$200.00} bonus withing 60 days ''. The direct deposit was posted to the account on XXXX/XXXX/XXXX. I 've contacted the bank on several occasions via online messaging. First advised I did qualify for the promotional offer and it would be credited. Well after sixty days had passed, I contacted BBVA again via online messaging, and advised I would need to call customer service. Upon calling customer service, I was advised " yes '' the offer should have credited to my account and it was their mistake it had n't. They now inform me that I must present to the bank in order for the their mistake to be corrected. I fail to understand why my presence is required to correct a promotional offer -bank mistake. I stop by a branch, and was advised to call customer service. Below is the fine print of the BBVA Compass {$200.00} XXXX Checking Offer. You must be a new BBVA Compass consumer checking customer who has not had a BBVA Compass consumer checking account open within the last 90 days or closed due to negative balance to be eligible for the bonus. Eligible accounts include BBVA Compass ClearChoice Interest Checking, BBVA Compass ClearChoice Free Checking, and Easy Checking. 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. The account must be opened at one of the participating branches above or via XXXX, Option 2, with the account housed at a participating branch. There is a maximum of one ( 1 ) bonus per household. Promotion is not available for accounts opened online. The {$200.00} cash bonus will be deposited into the new checking account within 60 days of meeting the bonus requirements described above. The account must be open with a positive balance at the time the bonus is deposited.
Company Response: Closed with monetary relief

Timely Response

2017-09-13

Birmingham, AL

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

2017-09-12

Gr, MI

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: On XXXXX XXXXXXXXXXXXXXXXX/XX/XXXXX/span>, my debit card number was stolen by someone who used it at a XXXX XXXX 2 hours away from my house. I did not authorize this use, nor did I ever lose the card. This fraudulent charge was for approximately {$1200.00}. I immediately called Simple and blocked my card and reported this as fraud. Simple granted me a provisional credit onXX/XX/XXXX and initiated an investigation, during which they asked if I had ever visited that XXXX XXXX store ( I had not ) and if I knew a person that they asked about ( I did not ). OnXX/XX/XXXXXX/XX/XXXX Simple declared that there had been no error on the account and that they were not going to honor my dispute for this fraudulent charge, and they would be removing this money from my account again onXX/XX/XXXX. I have not been able to speak to anyone in the disputes team to understand why this team found me at fault. I have filed a police report and will be sending this report to the Simple team today.
Company Response: Closed with explanation

Timely Response

2017-09-12

Birmingham, AL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-12

Tomball, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-09-11

Beyersville, TX

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I was at work about 3 weeks ago when i got a notification that there was two alerts that both for XXXX bucks at the same atm within a minute from each other. This was also an atm in a complete different city that i live and work in. Called canceled my card opened a dispute. A week went by they responded with nothing was found wrong. Called again and reopened the case. Today i get the same message back copied and pasted. What can i do about this? This was through simple banking
Company Response: Closed with monetary relief

Timely Response

2017-09-11

Austin, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I called the bank BBVA compass who holds my mortgage to inquire on the amount for me to pay o my principle to be able to cancel my payment mortgage insurance. The bank refused to provide me with that information. They also refused to give me information on how to calculate the payoff amount for me to get to 80 % loan to value ratio.
Company Response: Closed with explanation

Timely Response

2017-09-10

AZ

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with fees or penalties
Complaint: Re : My submission, number XXXX I opened a Time Deposit account with BBVA Compass on XX/XX/XXXX and deposited {$150000.00}. The maturity date was XX/XX/XXXX. According to BBVA Compass Non- Consumer Time Deposit Agreement and Disclosure Statement dated XX/XX/XXXX, there was no early withdrawal penalty. OnXX/XX/XXXX, I purchased a new home for my retirement, and withdrew {$120000.00}, and was charged a 3 % early withdrawal penalty of {$3700.00} and additional fees of {$37.00} I was very surprised they charged me a 3 % penalty for an early withdrawal fee even though it was not a provision in the Non-Consumer Time Deposit Agreement and Disclosure Statement dated XX/XX/XXXX. I made a request for assistance to the Consumer Protection Assistance and Compass for a refund of the early withdrawal fee. However, I was told that I needed to make the original request myself even though I did make the original complaint on this issue. The address of the bank is XXXX XXXX XXXX XXXX, XXXX, AZ XXXX ( XXXX ) XXXX. I have attached the original Non- Consumer Time Deposit Agreement and Disclosure Statement with Compass Bank , and Time Deposit showing the 3 % early withdrawal that I paid. Thank you. I look forward to hearing from you.
Company Response: Closed with explanation

Timely Response

2017-09-10

Sebring, FL

Struggling to pay your loan

Vehicle loan or lease: Loan

Lender trying to repossess or disable the vehicle
Company Response: Closed with explanation

Timely Response

2017-09-09

Olympia, WA

Opening an account

Checking or savings account: CD (Certificate of Deposit)

Didn't receive terms that were advertised
Company Response: Closed with monetary relief

Timely Response

2017-09-08

Birmingham, AL

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-08

Birmingham, AL

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-08

Garland, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-09-08

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: i live in florida. a texas ac company keeps adding charges to my credit card. the ac company 's listing goes to a book store ( ac charges being billed fraudulently to a bookstore should have beena red flag for compass ), not an ac company. charges for {$500.00} and {$200.00} were put on my account and i received nothing of value. i disputed the charges. then compass decided they were valid charges even though that would be impossible. the charges are being added to my account by compass and billed to me and added fees to my account, refusing to remove those fees as a result of the fraudulent charges.
Company Response: Closed with monetary relief

Timely Response

2017-09-08

Tempe, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response