BBVA FINANCIAL CORPORATION

2017-08-04

CA

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX XXXX XXXX have failed to investigate matter accurately. These items where disputed last year and early warning failed to provide accurate proof of items upon request. Instead of providing items that pertain to the Compass Accounts XXXX & XXXX compass gave a blanket reason for a matter pertaining to a business account under a tax id and not a personal account. The also deflect the matter to non working compass number where no one responds to call or voicemails.
Company Response: Closed with explanation

Timely Response

2017-08-03

Bakersfield, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-08-03

Fountain Hills, AZ

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Company Response: Closed with explanation

Timely Response

2017-08-03

Del City, OK

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 non-monetary relief

Timely Response

2017-08-03

Gilbert, AZ

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Company Response: Closed with explanation

Timely Response

2017-08-02

Detroit, MI

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-08-01

Houston, TX

Closing on a mortgage

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

Company Response: Closed with monetary relief

Timely Response

2017-08-01

Commerce, CA

Managing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-07-29

Arco, CA

Problem caused by your funds being low

Checking or savings account: Checking account

Non-sufficient funds and associated fees
Complaint: On X/XX/2017, at approximately XXXX XXXX, I deposited XXXX ( XXXX ) one hundred dollar bills into the BBVA ATM in XXXX, CA, immediately after depositing the bills, I noticed there was a problem with the machine. The ATM emitted strange noises and the screen showed an error message, Take unrecognizable bills out, but the bills were not returned. The Deposit door on the ATM didnt open, and a few seconds later, the machine gave a message that it was Out of Service. I was frantic as to what to do, and I waited around for about an hour, spoke with two other customers who were unable to complete their own transactions, because of the malfunction with mine. I sent a message through the online portal and on Monday, X/XX/2017, I visited the bank and attempted to sort the problem out in person. The employees were dismissive, and wouldnt give me the time of day, rudely stating that they couldnt help me, because my problem was an ATM issue. After contacting the BBVA call center, numerous times, dealing with hangups and less than enthusiastic call center agents, and agents in the dispute department, finally on X/XX/2017 my deposit was credited to my checking account. Unfortunately this was not the end of this nightmarish experience. I was still charged NSF on that very same day, and additionally on X/XX/2017, well after there was money in my account to cover the charges. On XX/XX/17, I spoke with an representative of the bank, who identified himself as the XXXX XXXX, manager of call center in Puerto Rico. I ask XXXX XXXX about credits for the NSF charged by my financial institutions, and he told me It is policy not to credit insufficient charges ( outside of BBVA ) that customers experience from a ATM malfunction. I asked him to provide evidence that this ridiculous claim was true, and his response was Its just known. He also told me that I had received all of the BBVA NSF that i was entitled to, but I received only XXXX out of XXXX NSF. While all the financial institutions that I am a customer to, expressed regret for my troubles, they will not reverse their fees, even though I am able to submit a letter from the bank showing a dispute and that the action occurred through no fault of my own. It seems that I am being penalized for BBVA faulty equipment and slow processing times.
Company Response: Closed with monetary relief

Timely Response

2017-07-28

TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have already filed a complaint once before and they responded with a ridiculous excuse. They have done it again. I am being charged NSF 's for transactions that should have cleared ACCORDING TO WHAT I see on my end. When I log on to my account and see a balance available then i expect my transactions to clear as long as I am seeing there is enough to cover the debts. BUT they continue to hold back transactions and push through they ones they choose to. I can not believe this is not regulated by some sort of agency. Banks are continuing to fraudulently take peoples money and justify it by using some sort of authoritative source saying it is their policy but not really what they are doing! This has got to stop! I am not going to let this go. I want my NSF 's back. I know what is going on. I print my bank statement daily and they tell me the balance THEY see on their end with PENDING transactions is different than what i see and even though the transactions are pending - with the possibility to drop off or be reversed, they deduct that money " on their end '' and therefore any legit posting transactions are returned NSF during that time. I can not believe this bank is allowed to get away with this.
Company Response: Closed with explanation

Timely Response

2017-07-28

Kansas City, MO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I recently traveled on XXXX XXXX line I had to travel for a funeral well the plans changed and I had to stay a bit longer then expected and well I had contacted XXXX and they said it would not be a problem and I would have to only pay a {$20.00} fee for me that was not an issue well I go to the bus station like they ask me and well they told me it whould costs me around {$86.00} for this so I payed it the bus station said oh just call XXXX they will refund your old ticket for changing ticket so I called XXXX and got absolutely no ware and the customer service line was very rude so I thought I will make a claim though my bank and they bank give me a response that I have to take it up with XXXX and XXXX is now telling me to take it up with my bank I need a resolution to this
Company Response: Closed with explanation

Timely Response

2017-07-28

Miami, FL

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-07-28

Lewisville, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: on XXXX XXXX, 2017 I received a in-app message saying my account was closed with no explanation. I have deposited XXXX in the account and spent all but {$430.00}. I do n't know where my money is and I can not speak to them over there phone nor chat.
Company Response: Closed with explanation

Timely Response

2017-07-28

Arco, CA

Problem with a lender or other company charging your account

Checking or savings account: Savings account

Transaction was not authorized
Complaint: On the early morning of XXXX XXXX, 2017 ; i logged on to my account and noticed some activities that was not mine. At first I thought it was a technical error from my bank, because my ATM card was not lost or stolen, and I called my bank right away. The representative i spoke with told me that my card was duplicated. I did n't understand that, so I ask him specifically ; my card is here with me in my wallet, how is it duplicated? He tried to explain that my card must have been compromised on the ATM machine I used and duplicated. I told him that my last transaction was on the XXXX of XXXX, 2017. i also asked him is he can identify the exact location where the card was used, he said yes, that the person just checked the balance at the ATM right now i think he said at XXXX XXXX California , i was hoping they could be able to view some video/camera in other to catch the criminal. He quickly blocked my card and filed a complaint. I called my bank few days later to follow up ; the representative told me it take up to 15 days to get a response. I asked her how much was being disputed, because some of the transactions were decline, she told me {$2200.00}. To my calculation it was not up that, the total transaction that was deducted was {$1800.00}. Few days later, I got mail, stating that my claim was denied, stating that after investigation, they find out that there was no error detected. I called and argued how that is possible, did they investigate, they have to view the cameras in the ATM location where the money was taken and find out who that was. The representative told me they do n't conduct that kind of investigation. That their investigation was based on the fact that there was no pin change or pin error during those transactions that I verified the transactions. I told her that if this people can duplicate my card, they will be able to get the pin the same manner they got the card. I admitted to her that I got an automated call on the XXXX of XXXX, and without given it much attention, I verified the transaction thinking they were my transactions because i used my card 2 days prior. i told the representative, that if they are holding me accountable for verifying the first transaction, i get it, but what about the ones on the 2nd and third. She asked me if i want to file a claim for those 2 days and i told her yes, anything she can do to help me. She went ahead put me on hold for few minutes and said she has refilled it, to give them 15 days to do their investigation and they will get back to me. She told me to file a police report and send them a copy. I filed police report and called my bank again after i faxed the report to them, they said that they will reopen the claim again. Which i got a mail telling me that the claim was denied after a thorough investigate? That i was inconsistent with my claim and that there was no pin change or error. I called back and asked how i was inconsistent. Just investigate my claim and find out that I am telling the truth. There is no two sides to the truth. They know that I did not make those transactions and did not authorize them. And I never was careless with my information. If their claim is true that my card was duplicated at the ATM, how is it my fault that they got my card and the pin as well? If they can duplicate the card, they can as well easily get the pin. None of this makes sense to me at all, because if I had known that someone can scan and duplicate my card that easily, I will never sign up for such a card. The card does not have a chip. BBVA Compass Bank need to protect their customers information and hard earned money. When I opened this account at the beginning of this year, their online advertisement was misleading. I opened hoping not to be charged as they claimed they have thousands of ATM around and that their banks all around. Well their bank does not recognize this card. On around beginning of XXXX, I went to their Bank to cash some money for rent, to find out that I can only get money from ATM while I needed {$3000.00}. I called the number at the back of the card and the repetitive acted like it was a mistake and asked me to give the manager the phone to talk to her. I did, but the manager did everything possible, but still could not access the card. She tried {$3000.00}, {$2000.00}, {$1000.00}, {$500.00} and it was all declined. The bank manager apologized to me and asked me to open a checking account call the bank to transfer my money from the saving account to the checking account, which I did open a checking account after a while. But when I called the bank to transfer my money from the saving account to the checking account, the representative told me that its not possible to transfer money from saving to checking, that one can only transfer from checking to savings. It was sad because I hated being charged every time I cash my hard earned money. It has been a total night mare and heartbroken experience for me with BBVA banking.
Company Response: Closed with monetary relief

Timely Response

2017-07-27

Briaroaks, TX

Problems at the end of the loan or lease

Vehicle loan or lease: Loan

Unable to receive car title or other problem after the loan is paid off
Company Response: Closed with explanation

Timely Response

2017-07-27

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This is an addition/amendment to my original compliant # XXXX, submitted XXXX/XXXX/17, which highlighted BBVA Compass refusal to provide me a refund of my escrow money due to me from a XXXX XXXX, 2017 house loan closing. The original check was been returned to them, with receipt of delivery showing XXXX/XXXX/2017. BBVA claims to have sent the check to my correct address, although the US Post Office disputes this claim. Regardless, in pursuit to just have my money returned to me, I sent an affidavit into BBVA on XXXX/XXXX/2017 at XXXX XXXX, as the customer service representative claimed would expedite my refund due to an escalation case number XXXX. She stated that my issue would be expedited and a new check would be sent to me within 10 days. On XXXX/XXXX/2017, ten days after the email was sent to BBVA compass and in excess of their own stated actioning timeline, I called BBVA customer service to get the status of my money owed to me. The customer service rep said no action has been taken and the " back office '' is holding up any action. My only logical conclusion is that BBVA is attempting to now penalize me for filing a compliant by refusing to return my money.
Company Response: Closed with explanation

Timely Response

2017-07-27

Gr, MI

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-07-26

Bedford, TX

Getting a credit card

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

Delay in processing application
Company Response: Closed with explanation

Timely Response

2017-07-26

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2017-07-25

Santa Ysabel, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Someone has opened an account with BBVA Comp ass bank in my name of witch i did Not authorize. i have made a police report and started credit monitoring. I do not have or ever had any account with XXXX . i called them on X/XX/17 and they said they would call me back, they did not. I got on a conference call with my XXXX XXXX XXXX XXXX XXXX and BBVA can celed the call, we tried calling back with no success. There was charges applied by whoever opened this account and i have received letters, bank statements, and even a ATM XXXX card in the mail. I am not responsible for these charges or this account, please help resolve this matter, Thank you, XXXX .
Company Response: Closed with explanation

Timely Response

2017-07-25

Mobile, AL

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2017-07-25

Dallas, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: BBVA Compass has failed to honor a Duly Executed and Notarized STATUTORY DURABLE GENERAL POWER OF ATTORNEY in the STATE OF TEXAS. Between XXXX XXXX & XXXX XXXX 2017, BBVA Compass has deflected, obscured, obfuscated, delayed, and been generally non-responsive when presented with the Duly Executed and Notarized STATUTORY DURABLE GENERAL POWER OF ATTORNEY in the STATE OF TEXAS. Whether through negligence or willful & malicious intent, BBVA Compass and their representatives, agents & /or assigns have failed their fiduciary responsibilities related to the account of XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-07-25

Opening an account

Checking or savings account: Other banking product or service

Confusing or missing disclosures
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-24

Bovina, MS

Incorrect information on your report

Vehicle loan or lease: Loan

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

Timely Response

2017-07-24

Coppell, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Problem with renewal
Company Response: Closed with explanation

Timely Response