BBVA FINANCIAL CORPORATION

2017-09-06

Lewisville, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Money was taken from your account on the wrong day or for the wrong amount
Complaint: Last day I used card was Saturday XX/XX/XXXX2017 yet I got hit today with ten transactions that all went through today. This happens on holidays I was hit last time with this scam.
Company Response: Closed with explanation

Timely Response

2017-09-05

Saint Paul, MN

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: On XX/XX/XXXX two charges for XXXX purchases have been made fraudulently by unknown sources. I contacted XXXX about the incident and they said they would reverse the charges and investigate. They also told me to get in touch with XXXX Customer service, which I did. When I spoke with XXXX customer service, they did verify that I did not make these purchases and that the order was sent to someone in Michigan. ( I do n't know anyone in Michigan ) So clearly someone stole my money and sent themselves some XXXX products without my permission. This has happened with my other bank as well, but they always come back and reversed the charges and I always had my refund back without an issue. XXXX reversed the charges on XX/XX/XXXX for both charges of : {$200.00} and {$160.00}. On XX/XX/XXXX, XXXX took my money out again and said their investigation said I made these purchases, WHICH I DID NOT. They said there was n't enough evidence for them to leave the funds alone. When I asked XXXX CUSTOMER SERVICE how I could get more proof since I DID NOT make this pruchase? The only proof I had was from XXXX CUSTOMER SERVICE saying that the package was shipped in MICHIGAN, not to MiNNESOTA. So long story short, XXXX took my money from a fraudulent activity on my account and they never returned it ... So I am out {$400.00} some dollars and I had to close my account because they could n't help me further..That 's how XXXX their bank is..So if you bank with them, and you get a fraud on your account, Do n't expect to get your money back from XXXX. They take your money regardless if it is a fraudulent activity or not. What do you do when there is no solution? Closing my account was the only thing I could think of. XXXX was HELPLESS. Do NOT bank with them.
Company Response: Closed with explanation

Timely Response

2017-09-05

Jupiter, FL

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-09-05

Fort Worth, TX

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-09-04

Bellaire, TX

Closing your account

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

Can't close your account
Complaint: Several years ago I opened an account with BBVA Compass bank in My Name and my wife 's name. When the account was opened we were issued a credit card. In XX/XX/XXXX we closed our BBVA bank account and we thought we closed the credit card account. We never used the credit card during the time we had the bank account and never received any credit card statements before or after we closed the bank account. Today XX/XX/XXXX we received a {$0.00} balance statement from BBVA Compass for a credit card in my wife 's name for the period of XX/XX/XXXX to XX/XX/XXXX. I called BBVA compass to verify that this was not fraud, and the ask for my SSN number, which I refused to supply. They were able to verify the account by our phone number and address, and agreed to close the account. I ask for the last four digits of the SSN number that they had on file for this account, but their representative XXXX XXXX refused to answer. I am complaining about two actions by BBVA. 1. Keeping the credit card account open, when they stated it would be closed in XX/XX/XXXX, and not sending any statements until XX/XX/XXXX. 2. For refusing to supply me with the SSN that the account was opened under. The bank account had my SSN on it, so they had no business opening a credit card in my wife 's name with my SSN.
Company Response: Closed with explanation

Timely Response

2017-09-01

San Antonio, TX

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2017-09-01

Bunker Hill Village, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with non-monetary relief

Timely Response

2017-09-01

Phoenix, AZ

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

2017-08-31

Owasso, OK

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

2017-08-31

Fort Worth, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Company Response: Closed with explanation

Timely Response

2017-08-29

NY

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I contacted XXXX XXXX about a transaction for XXXX that I did not make they told me the would look into it and take care of it. I contacted my local police department first to report the card missing/stolen. I then contacted XXXX XXXX and was told the above then a few days go by and I was told that they said after there review they can not refund me. I have requested to reopen the case and also requested any documentation supporting there decision and all they have done so far is reopen the case. I am still waiting for them to provide any documentation they may have. The bank is XXXX XXXX witch is XXXX XXXX or XXXX I have been sending message after message to them with no response. This transaction is not part of my spending habits and I thought my bank stated they monitor your spending habits to prevent fraud because they have stopped transactions for XXXX $ or XXXX $ from the same store for me witch was actually me making them but when it came to a almost 1000 $ purchase they do n't block it and do not help me get my funds back. I am also on top of this claim submitting one to the Board of Governors of the Federal Reserve System. Anything you do for me will be of great help. Thank you. Also this was a international charge on top of everything else! And I have never made one before.
Company Response: Closed with explanation

Timely Response

2017-08-29

Beverly Hills, CA

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

2017-08-28

Coronado, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2017-08-28

Aubrey, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-27

Jacksonville, FL

Incorrect information on your report

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

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2017-08-25

Fort Worth, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with the interest rate
Company Response: Closed with explanation

Timely Response

2017-08-25

Mesa, AZ

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2017-08-25

Carlsbad, CA

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with non-monetary relief

Timely Response

2017-08-24

Tupelo, MS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I use an app called XXXX. It allows me to receive paycheck funds early by tracking my location to tell when I 'm at work or not and can get my estimated pay for the shift I worked that same day. When my direct deposit goes into my Simple bank checking account, they automatically debit my account for what I withdrew and allow me to take more out. They 've sent me several notifications saying that Simple bank is not updating and reporting transactions to businesses and services I have my account linked with as often as financial institutions are supposed to send them. This is causing delayed balance updates and proof that I received my direct deposit
Company Response: Closed with explanation

Timely Response

2017-08-24

Houston, TX

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 explanation

Timely Response

2017-08-23

Fort Worth, TX

Managing the loan or lease

Vehicle loan or lease: Loan

Problem with fees charged
Complaint: On XX/XX/XXXX I called and when the call went through the various prompts to speak to a customer service representative, the call disconnected. I attempted this four times until I decided to call a local branch. I spoke with XXXX ( a teller ) and she was n't able to assist me because the branches are n't on the same interface. I made one last attempt to call and finally got through to a live person name XXXX and proceeded to ask him a series of questions and when he felt that he could n't answer my questions, he told me that I had a fixed rate of 11.23 %. Okay but he did n't answer any of my questions and when I kept asking him to clarify he hung up. I decided to call from the office phone and SURPRISE I was immediately connected to a live person name XXXX. I asked him the following questions : What kind of loan do I have - simple interest, pre-computed interest, and do I have a pre-payment penalty? His reply was that I had a simple interest loan and that there was n't a pre-payment penalty. I proceeded to tell him that there was a discrepancy with my account. There 's a curtailment of {$52.00} that posted on XX/XX/XXXX and my XX/XX/XXXX payment is {$670.00}. My monthly payment per my contract is {$620.00} and I was told that I owed {$52.00} in late fees ( by which I 'm still trying to understand because this billing is so convoluted ) so why was n't the {$52.00} applied toward the late fees? He told me that the {$52.00} was automatically added to the principal. I asked him " why are you automatically applying extra funds toward the principal especially since I was told by one of the CSRs that I would have to call in if I want extra funds to be applied toward the principal? '' Looking at this account online it appears to be so erroneous and I do n't know how to go about to get some sound clarification. I also believe that my account has been flagged not to accept calls. I can not make payments online because I do n't have a checking account with them, I 've gone through the steps of adding my checking account from another bank and they made me wait two days to verify and I 'm still unable to make payments online. I had to go into the branch to make XX/XX/XXXX 's payment and I paid through my bank 's online bill pay for XX/XX/XXXX 's payment. I 'm trying to get this resolved. He made the adjustment to reflect the {$52.00} be applied to late fees and that the late fees be taken off of XX/XX/XXXX bill. He told me that it should reflect online in 72 hours and my confirmation number is XXXX. I checked my account on XX/XX/XXXX and there 's no change. I also noticed that I have a list of items marked " fees '' with different amounts but when I inquired about it one other time, the CSR could n't answer my question. I 've attempted to call, I 've written and there 's no response.
Company Response: Closed with explanation

Timely Response

2017-08-22

San Francisco, CA

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: On XX/XX/XXXX, Simple closed my account with them without giving a reason. Since then I have had many many contacts with them in an attempt to get them to refund the almost {$300.00} remaining. They first stonewalled, then " sent a check '', which was undelivered ( and refuse to tell me the address they sent it to ) and returned to them, then they again went silent for 12 days before telling me that they are stopping payment on the check ( which THEY HAVE ) and reissuing a new one. Again, this has been ongoing for 90 days now. I previously filed a complaint, and they responded that I may have been the victim of fraud. When I contacted them about this, they did n't know anything, and again refused to talk to me.
Company Response: Closed with monetary relief

Timely Response

2017-08-21

Bellaire, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Complaint: I am the XXXX of the XXXX XXXX XXXX XXXX XXXX ( XXXX ) which is the homeowner 's association of approximately 2300 homes in XXXX County, XXXX, Texas. We have had an ongoing Certificate of Deposit with Compass Bank since approximately XX/XX/XXXX. At that time XXXX XXXX was the President of XXXX and XXXX XXXX was the Treasurer. XXXX XXXX is still the Treasure of XXXX and is most likely the signer on this CD. I have enclosed a copy of our Board of Directors minutes showing that I am the XXXX and XXXX XXXX the Treasurer. We renewed CD # XXXX on XX/XX/XXXXfor two years. On XX/XX/XXXX, XXXX XXXX and I went to the Compass XXXX branch to move the CD to another bank. After waiting for over an half hour we finally were assisted and the employee told us that we do not have a CD with Compass. After pressing her on the issue, she finally stated that Compass has deemed the account inactive and had escheated the funds to the State of Texas. We asked how that could be as there is never any activity on CD 's with the exception of the regular interest deposits. She had no explanation. We asked who we could contact at Compass to follow up. She would only state that the funds were with the State of Texas and nothing more she could do. She also stated that they had sent a letter to XXXX XXXX informing them of this action earlier this year and that the funds went to the state in XX/XX/XXXX. I am retired from a 40 year career in XXXX and this stuck me as very odd. The employee was totally incompetent. We called XXXX XXXX, who is the management company for XXXX. They stated they never received any letters of such from Compass Bank and called the State of Texas Unclaimed Property Division and was told that they did not receive the approximate {$54000.00} in funds from Compass Bank. I tried to call Compass but one only gets a call center in XXXX, TX and its almost impossible to deal with those lower level employees. Finally I was able to talk to a supervisor, XXXX XXXX, who stated he would forward this matter to their corporate office, wherever that maybe! Thus far I have not heard anything further. So Compass claims they sent our funds to the State of Texas. The state claims they do not have them. We need to find out the date that Compass sent those funds, the amount sent and the manner they were transferred, ie wire, mailed check, ACH, etc. If the funds are indeed with the state we can access them back. However as a former bank I well know that somewhat inactive accounts are fertile ground for employee embezzlement and I would not be shocked if this were the case. We are finding it extremely difficult to deal with Compass Bank as no one can provide any additional information and they will not provide phone numbers or names to call with the exception of their Call Center which has minimal knowledge at best. Your assistance on this matter is much appreciated and I have attached various documentation to assist you in this very important matter.
Company Response: Closed with explanation

Timely Response

2017-08-21

Gainesville, FL

Problem when making payments

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

Problem during payment process
Company Response: Closed with monetary relief

Timely Response

2017-08-18

South Florida, FL

Problem getting a card or closing an account

Credit card or prepaid card: General-purpose prepaid card

Trouble closing card
Complaint: My prepaid visa card was compromised and someone used my card to make unauthorized transactions. I called BBVA XXXX to inform them of the problem. I file an dispute and was told that my card would have to be block and a new one be ordered. Well after they block my card, they now tell me that I had went over the limit of card replacement and that they could not send me a card and referred me to go to a local Compass Bank. The problem is I am not near a Compass Bank, and I told them that. They advised me that they will escalate this matter to higher up and see if a card could be ship to me and I should hear back from them in 3 to 5 business days. Well that time has come and go and when I call back, they keep giving me the run around, so I ask to close my account and send me my remainder balance via check, and they said ok. Call back three day later and nothing still happen. They are hold my money XXXX and will not give me any alternative to recover my money. They keep lying and giving me open promises to get me off the phone. I have my VA XXXX and unemployment check deposit to this account, but I do n't have any means of recovering my money.
Company Response: Closed with monetary relief

Timely Response