BBVA FINANCIAL CORPORATION

2017-07-24

Dallas, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-07-24

Finksburg, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: There was a fraudulent ATM withdrawal on our account on Saturday, XXXX at XXXX for {$200.00}. We filed a police report with XXXX County Policy and report the incident immediately to Simple. They closed my husband 's card and sent him a new one and assured us it would be investigated ASAP. Simple sent me the guidelines for Fraud which showed that we should not be liable for the full amount. I asked Simple immediately if there was anything we could do to help and they said no. Simple never followed up with us UNLESS I reached out to them asking them what is going on. I 've called and emailed them multiple times and all they have said is that the investigation was ongoing. Then, finally they rejected our claim after several weeks. I sent them proof of the police report filing because bottom line, this was not us. My husband 's card was skimmed at a Gas station two hours before which Simple can see that transaction. We reported this with Police. I 've asked that the file be opened up again, but again, no status updates from Simple unless I reach out. I 've asked multiple times for the investigation department from their dispute department and all it states is that since the transaction occurred within our city, it was not fraudulent. This is not true and not acceptable. It has not been a month now and we still have not been refunded any of our {$200.00}. We are working with police to try to get survellience footage, but I should not have to go through all this! Other companies, such as XXXX and XXXX refund fraudulent activity ASAP. This is just plain wrong. You can look at all of our transaction history, we do not use it to pull cash out, we got this account as a budgeting tool for groceries and gas. We need a resolution immediately.
Company Response: Closed with explanation

Timely Response

2017-07-22

San Diego, CA

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I called because my card was declined when I was trying to pay the rent on the residential hotel where I was staying and was running late for work because of it. They kept me on hold for a long time after Itold them how urgent indexed help and we 're completely inflexible to helping me. They said ... my card was deactivated and did not offer me any solution. Even when I attempted to call order a replacement card they refused! They told me that they would not use the address of the residential hotel and we 're even going to proceed closing my account against my will. I tried providing the address of my employer and the address of a friend who agreed to let me receive mail there and they are refusing to replace my card. I 'm now 2 hours late for work and getting kicked out of the residential hotel where I was living. I 'm going to have to go stay with my friend who was previously just going to let me receive mail at his house. They say they are closing my account because I ca n't provide a residential address ( I have ). Now I have no access to MY money! I called BBVA Compass bank which owns Simple Bank. BBVA offered to help me but they were unable to access my account since it was with their subsidiary. They did contact Simple on my behalf but were still unable to help and transfered me back to Simple on the same call. I spoke with XXXX in customer service and he was unable to provide me with legal documentation stating the address requirements but refused to use the address I provided. He also refused to have my card mailed to a BBVA location which was a possible solution that the BBVA rep had offered when I was on the phone with them. I Lastly I asked him to provide me the contact information for their agent of service so I could file a lawsuit and he refused to provide me with that information.
Company Response: Closed with explanation

Timely Response

2017-07-21

Addicks, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-07-20

Garland, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Company Response: Closed with explanation

Timely Response

2017-07-20

Berthoud, CO

Fees or interest

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

Problem with fees
Complaint: On XX/XX/XXXX, XXXX charged my BBVA Compass XXXX card {$170.00}. The correct charge should have been {$59.00}. I contacted XXXX immediately. The customer service representative told me nothing could be done. On XX/XX/XXXX, I filed a dispute with BBVA Compass alleging fraud. The complaint number with BBVA Compass is # XXXX. I asked that the full amount of the charge be reimbursed and the 4 ( {$38.00} ) overdraft fees. On XX/XX/XXXX, I filed a complaint with the police. On XX/XX/XXXX, I spoke to the customer service department at XXXX regarding the police report and my intention to file a CFPB report. The customer service representative was able to refund the fraudulent amount. On XX/XX/XXXX, I contacted BBVA Compass to inform them that the refund was issued. I asked that the four {$38.00} overdraft fees be reimbursed as they were the result of a fraudulent charge. BBVA Compass refused to reimburse the fees even though if the fraud had not occurred, none of the fees would have been charged to my account. The customer service representative at BBVA Compass stated he could only refund {$76.00} of the {$150.00} because my account is less than a year old. I explained that the fees were a result of a fraudulent transaction. The representative refused to refund the remaining {$76.00}.
Company Response: Closed with monetary relief

Timely Response

2017-07-19

Edinburg, TX

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-07-19

Tubac, AZ

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-07-19

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2017-07-19

Fayetteville, AR

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
Complaint: I applied for car loan online and 10 companies did hard inquiry without my permission
Company Response: Closed with non-monetary relief

Timely Response

2017-07-19

Manhattan, NY

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-07-19

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-19

Glendale, CO

Other features, terms, or problems

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

Other problem
Complaint: XXXX XXXX at XXXX XXXX I called in to the credit card department to get information about the terms of the account. Specifically, I wanted to get the terms and conditions of the account in regards to the interest rate and interest free period. The representative I spoke with told me that as long as I do n't make any additional purchases the current balance would not be subject to any interest for the duration the account is open. I asked the question 4-5 times and in several different ways and the representative continued to give me the same answer. The agent never sounded unsure, reiterated the same answer, and never asked for help from a supervisor if he did n't know the answer to my question. Because of this information I made financial decisions that I would not have made which are now creating damaging repercussions. XXXX XXXX I found out that my account was being subjected to interest when I was making the minimum payment. I called BBVA Compass and told them my situation. They told me that they would have to file an escalation report and go through the proper channels. They told me they would call me in a few days. XXXX XXXX I never heard back from Compass in regards to the escalation report. XXXX, the XXXX branch representative told me that I should 've been contacted by now. She decided to look into the matter further. When she called me back she told me she could n't do much because she is not a part of the credit card department. She told me the escalation report is in progress and that I have to keep in mind that that I signed an agreement and whatever I was told on the phone does n't matter. XXXX XXXX I did n't receive a call from Compass so I called them to inquire about the escalation report. They were giving me the run around and making re-explain the events. When I pressed them about my dissatisfaction they finally got the escalation report started although they had been telling me that they had already filed it. They said they would review the taped conversation and get back to me regarding my complaint. XXXX XXXX They finally finished their escalation report and called me back. I was told that I signed an agreement and that the conversation I had with the agent on XXXX XXXX does n't matter. I was told that I misunderstood the representative that day and the tapes reflect that. This is not true according to my notes and my recollection of the conversation. I asked if I could get a copy of the taped conversation and they said not without a lawyer or legal scenario. I have already accrued {$220.00} in interest which I could have avoided if given the proper information from the beginning. As a reasonable person, the conversation I had with the agent on XXXX XXXX amended the written agreement and I should not be subject to any interest on the account.
Company Response: Closed with non-monetary relief

Timely Response

2017-07-19

Dunnellon, FL

Opening an account

Checking or savings account: Savings account

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

Timely Response

2017-07-17

Chicago, IL

Fees or interest

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

Problem with fees
Company Response: Closed with explanation

Timely Response

2017-07-17

Bedford, TX

Managing, opening, or closing your mobile wallet account

Money transfer, virtual currency, or money service: Mobile or digital wallet

Complaint: Still waiting on bank to open account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-07-17

Piedmont, AL

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-07-16

AL

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 -I have screenshots of transactions- simple dba bbva compass was notifed of a dispute w XXXX that the hotel kept giving me XXXX about and refused to refund the charge over. ( I had no issue w XXXX XXXX XXXX reversing a similar charge. ) two weeks have gone by and no money has been returned to me as per the visa agreement. now bank wants to close the account w my social security going into it. funds have not been reversed to me, nor was i given an eta on the funds reversal. I was XXXX w a 2 month wait. It doesnt take 2 mos to give money back to the consumer. usually its under a week. now I have to sue for XXXX because of this. I do not take cellular harassment about things discussed in writing, -electronically or otheriwse- in attempts to dodge legal responsibility very lightly. they were told not to call me and I have multiple calls from washington state. ( 205 ) ac. XXXX both companies are scam artists and factually provide no corporate escalations contact information. simple is out of XXXX , not washington state, where they were headquartered.bbva compass bought them out. they harass customers, despite being told calls were not being taken. these are unlawful retaliations. XXXX banks that can not uphold visa agreements should not be on thier network. this is the second bank i have had XXXX with. XXXX is the first. XXXX I repeat my demand to the bank for payment-and deny them the right to close an account that social security benefits are going to. Should they continue to close the account wo permission, they will be sued for any missing XXXX payments.
Company Response: Closed with explanation

Timely Response

2017-07-14

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with explanation

Timely Response

2017-07-14

Grey Forest, TX

Managing an account

Checking or savings account: Checking account

Cashing a check
Company Response: Closed with monetary relief

Timely Response

2017-07-14

Houston, TX

Managing an account

Checking or savings account: Checking account

Problem making or receiving payments
Complaint: Not updating bank info
Company Response: Closed with explanation

Timely Response

2017-07-13

Fort Worth, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-07-12

Leming, TX

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: BBAV compass is chargin XXXX dls to cash every single check that totaling XXXX dls or more, I did a complain and they call me and tell me that if I do n't wan na be charge, then I have to open an account, is that even legal? The person whom told me that is XXXX XXXX Retailing executive at XXXX XXXX, a ) is n't illegall to retain money from a payroll check? B ) they do n't have a legal receipt for that fee, they charging and do n't have a proof of that c ) they want you to open an account to avoid that fee. And also told me that every single bank is doing the same
Company Response: Closed with explanation

Timely Response

2017-07-10

Lewisville, TX

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

2017-07-06

Wattenburg, CO

Problem when making payments

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

Problem during payment process
Complaint: Monthly I have been manually making my payment and I did not have access to online to see the history. BBVA Compass continued trying to make the minimum payment out of my closed BBVA Compass checking account and then charging me a returned check fee for their checking account for their credit card, these charges were in excess of {$25.00} per month. They states I did n't " qualify '' for a fee refund since it was autopay even though I had requested three times ( XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX ) for the auto pay to come out of the account I provide them when I call into make a payment. They stated that someone internally must of made an error ( XXXX at BBVA Compass on XX/XX/XXXX ) and that who knows how they processed it but " management '' would have to decide whether they would refund the returned check fees for their own checking account autopays from their credit card. This has to be illegal?
Company Response: Closed with monetary relief

Timely Response