BBVA FINANCIAL CORPORATION

2017-08-18

San Clemente, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-08-17

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

2017-08-17

Briaroaks, TX

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with monetary relief

Timely Response

2017-08-16

Scottsdale, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a simple Mortgage loan, principal and interest only.The issue I have has been going on for years with Compass Bank. Every month when I take my mortgage payment into the bank, they process it incorrectly. I always pay extra principal as I indicate on the coupon ( coupon filled out correctly ). The following month I will receive that months coupon, and the amount due is lower the amount I paid extra the previous month. Sometimes they just keep adding up the extra principal amount and never apply it and then will deduct it later from a payment. One month I had no payment ( I paid anyway ). They never apply my extra principal amount to the principal, they apply it towards a future payment as they choose. I have gotten a payment history twice ( both different ) and had my CPA due the math to prove Compass Bank is ripping me off in the thousands of dollars so far. I have lots of paper work to back up my claim. I have tried to work with the bank and they claim no wrong doing. Because of the contract papers I am not allowed to use an attorney in my defense. I assume Compass Bank is ripping off thousands of people with no worries and no body can touch them. Just not right.
Company Response: Closed with explanation

Timely Response

2017-08-16

Arcadia, NC

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-16

Berenda, CA

Closing an account

Checking or savings account: CD (Certificate of Deposit)

Fees charged for closing account
Company Response: Closed with explanation

Timely Response

2017-08-16

Coronado, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2017-08-14

Ridgefield, WA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-11

Compton, CA

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

2017-08-11

Carneys Point, NJ

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-11

Fort Mohave, AZ

Communication tactics

Debt collection: Credit card debt

You told them to stop contacting you, but they keep trying
Complaint: 7 years ago my ( XXXX, who XXXX 3 years ago ) husband had a credit card. 7 years ago we owed {$6000.00}. Today I owe {$4300.00}. BBVA Compass Bank is charging me 14.240 % on {$2500.00} purchases. 23.240 % on {$1700.00} cash. This company has been gouging me on interest payments. I am XXXX, in a XXXX and on XXXX. I only have XXXX XXXX and no other assets. After paying rent, food, utilities, insurance premiums and prescription drugs ( plus minimum payments to Compass Bank ), I only have {$28.00} left. I ca n't even afford XXXX XXXX, clothes or shoes. I called on X/XX/17 at XXXX XXXX and the bank would not even look up my account. I was put on the debt list because I missed the due date by one day. I do n't have the credit card anymore, because my husband XXXX 3 years ago. The bank was not helpful at all. I asked to speak to a manager, but she was unavailable. I tried to go to a Debt Consolidation Company, but you need debt of at least {$10000.00}, so I do not qualified.
Company Response: Closed with explanation

Timely Response

2017-08-10

Chichester, NH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-08-10

Freeport, 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

2017-08-10

Lonaconing, MD

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2017-08-10

Lewisville, TX

Struggling to pay mortgage

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

Complaint: In XX/XX/XXXX I contacted BBVA Compass Bank regarding my HELOC. I advised that due to several factors ; loss of a job, extended unemployment and closing of a business, I could no longer afford to pay my normal payment. I was able to put 2 payments to the end of my loan and apply for a modification to address ongoing payments. On XX/XX/XXXX I submitted a Borrower Assistance Package and asked for a temporary modification. Over the course of approximately 2 months I provided all additional requested documentation and waited for what I hoped would be a positive outcome. On or about XX/XX/XXXX I received a letter dated XX/XX/XXXX that my request for a modification was declined because the underwriter felt I could afford my regular payment. I also confirmed this via telephone conversation. The information provided showed that my average gross monthly income was approximately {$5000.00} and that my estimated expenses were {$5500.00} not including food, utilities and medical expenses. I have seen a lot of loans in my career and this does not equate to anything a lender would approve. My debt-to-income is over 100 % based on these # 's. I do n't believe the underwriter gave my request fair and accurate assessment. Interesting that as part of the declination letter they gave me options to add to my loan balance to increase my payoff later or to increase my monthly payment higher than what I was looking to obtain relief from. In the mortgage business I have seen dozens of borrowers who were in much better financial ( income ) than I am and have obtained for lenders who were interested in helping customers who had a long record of on-time payments. This is the only time in my entire life that I have been faced with this financial crisis. This was not due to financial mismanagement but due to unforeseen life occurrences ( laid off from job, unemployment and failure of a business ). I believe their approach is to deny modifications to build up amounts due on homes that have some equity, knowing they will get more funds later or to keep loans that pay a higher rate to accumulate interest. My rate was already high at 6.25 % and they have now raised the rate on my mortgage to 18 %. My balance has gone from approximately {$97000.00} to almost {$100000.00} in just 3 short months. How can this be legal and how can this be the alternative to a justified modification? I am asking for assistance to mediate this request for a modification and to determine whether their process, increased interest rate and declination was legal.
Company Response: Closed with explanation

Timely Response

2017-08-09

CA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Compass bank continues to lie and slander my name and not focus on the events that lead to this complaint. In XX/XX/XXXX, I spoke to Compass Credit Card Department to indicated that I never received the card. I was then told the account was closed because the could n't properly ID me. Per the manger in the credit card department if I can go to a local branch and they can ID me and call in to verify me that they will reopen the account which took place. The XXXX CA Branch can verify that this took place. My focus is on the account # XXXX on XX/XX/XXXX reporting to XXXX XXXX that I attempted an unauthorized transaction. First I want to point out that compass just confirmed in there response that my account was opened which contradicts them saying the transaction was unauthorized. The transaction actually took place on XX/XX/XXXX and I took a convince check from my XXXX XXXX XXXX XXXX into a local branch in XXXX CA. I asked the branch what is the best possible way to handle a balance transfer. The branch told me to write out the check to myself and deposited into my checking account. Being that the check is a credit card product before it could be deposited the branch would need to call over to the credit and authorizations department before it could be deposited because the system is flagging it for approval. After waiting about 5 minutes the teller was on the phone with the department and came back with an approval and said the funds where available in my account for immediate use. With all that said compass is reporting for misuse on this account with XXXX XXXX but they already confirmed the account was opened and the transaction in question was approved in branch via credit and authorizations department. Compass keeps focusing on transactions that has nothing to do with the XX/XX/XXXX reporting. When the transaction was made on XX/XX/XXXX my credit card and checking account was opened. Compass then closed the accounts after the transactions were made which would make it an legitimate transaction not what they are reporting. Please investigate the XX/XX/XXXX transaction and correct my XXXX XXXX reporting.
Company Response: Closed with explanation

Timely Response

2017-08-09

CA

Problem with a credit reporting company's investigation into an existing problem

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

Their investigation did not fix an error on your report
Complaint: Compass bank continues to lie and slander my name and not focus on the events that lead to this complaint. In XX/XX/XXXX, I spoke to Compass Credit Card Department to indicated that I never received the card. I was then told the account was closed because the could n't properly ID me. Per the manger in the credit card department if I can go to a local branch and they can ID me and call in to verify me that they will reopen the account which took place. The XXXX CA Branch can verify that this took place. My focus is on the account # XXXX on XX/XX/XXXX reporting to early warning that I attempted an unauthorized transaction. First I want to point out that compass just confirmed in there response that my account was opened which contradicts them saying the transaction was unauthorized. The transaction actually took place on XX/XX/XXXX and I took a convince check from my XXXX XXXX XXXX Card into a local branch in XXXX CA. I asked the branch what is the best possible way to handle a balance transfer. The branch told me to write out the check to myself and deposited into my checking account. Being that the check is a credit card product before it could be deposited the branch would need to call over to the credit and authorizations department before it could be deposited because the system is flagging it for approval. After waiting about 5 minutes the teller was on the phone with the department and came back with an approval and said the funds where available in my account for immediate use. With all that said compass is reporting for misuse on this account with early warning but they already confirmed the account was opened and the transaction in question was approved in branch via credit and authorizations department. Compass keeps focusing on transactions that has nothing to do with the XX/XX/XXXX reporting. When the transaction was made on XX/XX/XXXX my credit card and checking account was opened. Compass then closed the accounts after the transactions were made which would make it an legitimate transaction not what they are reporting. Please investigate the XX/XX/XXXX transaction and correct my early warning reporting.
Company Response: Closed with explanation

Timely Response

2017-08-09

Carrollton, TX

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with monetary relief

Timely Response

2017-08-08

Wallington, NJ

Opening an account

Checking or savings account: Other banking product or service

Didn't receive terms that were advertised
Complaint: Dear CPFB, Please reference : Complaint # XXXX ( Submitted XX/XX/XXXX ; Closed, XX/XX/XXXX ) SIMPLE Bank offered {$100.00} compensation in closed complaint on XX/XX/XXXX, but no compensation has been received by XX/XX/XXXX. I feel that 30 Days after complaint was closed was sufficient time to send the {$100.00} compensation that was promised. However, in the closed complaint, they did not specify a date as to when they would send the {$100.00} compensation. From SIMPLE in the closed compliant : To acknowledge the issues that you faced and to show our appreciation to you for the time you were a customer with Simple, Compass will be sending you a gift card in the amount of {$100.00} to the address that was listed on your account.
Company Response: Closed with explanation

Timely Response

2017-08-08

Dallas, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-08

Rncho Domingz, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: On XX/XX/XXXX a Fraudulent Unauthorized Transactions came from a CLKBANK {$19.00} I reported to XXXX my card was stopped and a new card sent out ( card was stopped due to fraudulent unauthorized transactions ) I was told the card needs to be stopped! After that call to BBVA I called the company and told them this charged was not authorized by me that said my card will be issued a refund for the amount of {$1900.00} and that was done, BBVA has still choose tot make me pay for {$180.00} in overdraft fees and late fees on the overdraft fees for the fraud that happen on the account on XX/XX/XXXX When did the law change for the customer that has had Fraudulent charges done without consent or authorized has to pay for fee etc. that the bank policy is that when fraud happens the card must be stopped and all fees will be removed well all of those things has happen but BBVA has REFUSED to move the Fraudulent Fees on my account due to Fraud and I demand they removed these fees. This is the 2nd time this company has charged our card and that was just cleared up by them so both cards has had to be closed because of this {$19.00} charge from the same company.. REFUND OF NSF/OD FEES OPS COMPLIANCE SUPPORT FOR REG-E DISPUTE # Fees & Charges XXXX Banking Fee XX/XX/XXXX {$120.00}
Company Response: Closed with monetary relief

Timely Response

2017-08-08

El Paso, AR

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Problem with paying off the loan
Complaint: My car was totaled in an accident XXXX XXXX, 2017. My insurance company sent Compass Bank a payoff amount greater than the loan payoff. The XX/XX/XXXX payment was not yet due and the payoff amount was accepted prior to XX/XX/XXXX payment being due and payable. I made all payments through XXXX 2017. Compass mailed me a check for {$220.00} which is the difference between the payoff amount and the overpayment by the insurance company. However, Compass Bank still needs to reverse the XX/XX/XXXX payment or mail me a check for that payment. Compass in their schedule of payments received shows XX/XX/XXXX payment to be reversed, but the reversal was never made to my bank account. I have sent several e-mails to the total loss department without any response. I have tried calling the total loss department numerous times but can never get a hold of anyone. I am feeling totally taken advantage of here.
Company Response: Closed with monetary relief

Timely Response

2017-08-08

Freeport, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I have checked my account again with BBVA and they show charging me a {$38.00} NSF fee for a check that they have as " paid item check '' when if fact the check DID clear. There was enough money to cover it - according to what I see on MY online banking. I do not understand how they continue to get away with this. I doubt I am the only customer having this issue with them. If I see a balance of {$380.00} and THEY clear a check for {$350.00} - I STILL have a balance of {$39.00} then how in the XXXX can they continue to charge me a {$38.00} NSF for that check - they say did not clear but it obviously did!!! What is going on? How unethical do you have to prove a bank is before someone steps up and does something? Like XXXX XXXX ....?
Company Response: Closed with explanation

Timely Response

2017-08-07

Azle, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2017-08-07

TX

Managing the loan or lease

Vehicle loan or lease: Loan

Loan sold or transferred to another company
Complaint: I purchased a XXXX XXXX XXXX in XX/XX/XXXX and since then I have had a large amount of fraud, identity theft, & suspicious activity on credit report. The car was recently involved a accident where I was driving and out of no where the car pulled to the left and slammed me into the concrete wall. It was n't until this accident that I started to discover used parts already installed on the car body and engine components. I have also learned the dealership never performed a Emmisions on the car prior to sale. I purchased this car and was told it was BRAND NEW. I paid {$55000.00} and signed all paperwork the day I took possession. That same day the salesman stole my XXXX out of the trunk which had all my personal info and accounts on it. I filed a police report but our plane was leaving for California the next day. Upon arriving in California the dealership called me late the next day and claimed it was found and would be there when I got back. I went to dealership when I returned home to retrieve my XXXX and also to have a small scratch removed on hood promised by dealership to be buffed out. I waited there over an hour and when they were finally done it was obvious the car had been simply just washed. I left very aggitated and upon arriving to my friends she pointed out that my bumper looked off balance like it had been taken off. I would later discover a DOT black box inside the bumper on that same side. I was told by another dealer this is only put on leased cars and not purchased ones. I have no idea what this dealership has done on their end after leaving the day I signed paperwork but I 'm extremely concerned documents were altered after I left. I noticed they added a extended warranty that I had told them I was declining this along with their GAP insurance. I was able to get Reimbursed for that because I cancelled within the 30 days. The dealership told me they would handle the cancellation but I did it myself because I no longer trusted their word. The day we got the loan my credit was ran 8 times from XXXX and what is strange not one of the credit pulls was done at BBVA Compass where they have the loan now. BBVA tells me I do n't have an auto loan and it 's only a Promise to Pay Agreement. None of the paperwork I have from the dealership even shows BBVA and they claim to have my signified on a document that matches mine but I show no BBVA listed. The car is imported here from XXXX. I never received a Odometer disclosure statement, or was offered a copy of proof of Registration by the dealership. I 'm almost positive my car is n't even legal to be on the road at this point and when I go to renew my registration I will be denied. ( Going to DMV this wk ) The car now has recalls on airbags, seat belts, and driving assistance. There are two other recalls from XXXX on the seatbelt and something to do with LPG. I 'm so upset because I 'm currently with no vechihle because the shops been having issues with the car trying to repair it. I do n't even feel safe putting my XXXX kids back in the car because I know longer trust I purchased a brand new car at all. I have had issues with tires wearing fast along with brakes with no resolution from the dealership. I have read others reporting identity theft and fraud since buying a car here and the bank wo n't give me proof of registration or copies of any documents. I have all my original documents including emails proving I was lead to believe I was buying a new and not refurbished car.
Company Response: Closed with explanation

Timely Response