BBVA FINANCIAL CORPORATION

2017-07-06

Friendswood, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2017-07-06

San Francisco, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Complaint: I saw my balance was low, and I tried to make a mobile deposit to prevent overdrafting since I have had in the past, but the app would not allow me to deposit, I do not live near a branch so I called in to ask and the bank said there is no way for me to make a mobile since in the past 90 days I had overdrafted, the only other option was to mail in a check, I was furious because the funds were already really low and I tried to take preventative measures to prevent overdrafting but they would not allow me to make any sort of deposits right away.
Company Response: Closed with explanation

Timely Response

2017-07-06

Bedford, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XXXX I made a cash deposit at a BBVA compass ATM machine located at XXXX XXXX XXXX XXXX TX XXXX. The machine prompted " we 're sorry your cash has been retained ''. I contacted them right away and was put through series of questions like I was trying to steal {$54.00} of my own money from BBVA. They provided me with a dispute # XXXX. They stated they will contact me back but they never did. I called and emailed over 5 occasions and was passed on from one department to another and even to the branch itself. Today is XXXX/XXXX/17 and I still do not have my money that I deposited on XXXX/XXXX/17. Everyone there keep saying that they 're limited to what they can do. Please assist. I even asked for their executive relation but was not successful.
Company Response: Closed with monetary relief

Timely Response

2017-07-05

Bovina, MS

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Company Response: Closed with non-monetary relief

Timely Response

2017-07-03

Las Vegas, NV

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Complaint: I thought I had an active checking account with BBVA Compass Bank. On XXXX XXXX,2017 I cashed a check for someone Ive known 30 years. However, the check was no good.On XX/XX/XXXX, I recieved a letter from the bank telling me my account had been blocked anmd I had 10 days to bring it out of the negative and to contact my local branch. I called the 800 number and told them the closest branch was over 120 miles away in Arizona and I could n't put the money in until my social security was deposited on XX/XX/XXXX. they said fine. On XX/XX/XXXX, I recieved a letter saying in adition to the {$12.00} charge I was being charged {$25.00} more for my account being in the negative10 days and I needed to bring the account in the positive to retain my account. On XX/XX/XXXX, my social security deposited arrived at the bank. I called them they said they closed my account on XX/XX/XXXX that they were going to deduct their fees then i could go to the local branch in 10 days to get the rest of my money i explained how far the branch was and they said they would keep it opened they told me to call them back Monday XX/XX/XXXX, on XX/XX/XXXX, i got 2 lettetrs from the bank saying their was a additional {$25.00} fee for the account beoing in the negative for 20 days and TO CALL THEM AND MAKE ARRANGEMENTS OR THEY WAS GOING TO CLOSE THE ACCOUNT. I called them Monday and asked why they would send me letters like that when they already closed the account. They said it wasnt their department and I had to wait 10 bussiness days for them to send my direct deposit from one side of the bank to the chargeoff before they would refund the remainder of my money. i asked what happened about going in the branch and getting it. They hung up on me when I called back asking how they could take money on a closed account lie to me telling me they would keep it open and then send me letters saying it waS OPEN WHEN THEY KNEW THEY HAD CLOSED OIT THEY TOLD ME THEY WOULD MAIL ME THE REMAINDER AFTER THEIR FEES WHEN THEY GOT AROUND TO IT I SAID THEY HAD CHARGED ME TOO MANY FEES BUT I COULDNT POINT THEM OUT BECAUSE I COULODNT SEE MY ACCOUNT THEY SAID I HAD TOP TAKE THEIR WORD ON IT AND THEY HUNG UP ON ME
Company Response: Closed with explanation

Timely Response

2017-07-03

Buda, TX

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-07-03

Magnolia, TX

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I had to close my account due to Fraud. I was advised any transactions that tried to go through I would be notified, I was also advised since I did n't have enough time to reroute my DD they would auto send it to my new account that I have ( with them ). That is n't the case. I have. Even calling since last Friday and have been told now it will be later in the week that my DD will be credited. I 've asked for a supervisor and was told there is n't one available. I have asked to speak with the specific fraud specialist ( XXXX ) and told no. Her notes are on my account so I know they can contact her. I 've called my local branch no luck. Meanwhile my bills are trying to go through ( auto debit XXXX of month ) and being rejected and I 'm getting charged fees! HELP!!!
Company Response: Closed with explanation

Timely Response

2017-07-03

Houston, TX

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: XXXX HARD INQUIRES
Company Response: Closed with explanation

Timely Response

2017-07-03

San Antonio, TX

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2017-06-30

Alvin, TX

Problem when making payments

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

Problem during payment process
Company Response: Closed with explanation

Timely Response

2017-06-30

Madison, AL

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

2017-06-30

Gadsden, AL

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2017-06-29

Liverpool, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I sold my house and closed on XX/XX/XXXX. BBVA Compass was notified in the closing paperwork of my new address to forward my escrow balance. Additionally, I contacted them via their customer service number ( XXXX ) on XX/XX/XXXX to remind them of the proper address to send the reimbursement check to. BBVA Compass disregarded all of the communication on the correct place to send the check, and sent the check to the wrong address, where it was rejected and returned to them XX/XX/XXXX. I reached out to the bank on Monday, XX/XX/XXXX, and they stated that regardless of their negligence, they had to have an affidavit filled out, and would send me one within 48 hours. On XX/XX/XXXX, after 48 hours, I went to a local branch to seek resolution. The banker at the local branch contacted the mortgage group and said he could be of no assistance, but that the affidavit would be emailed by the end of the day XX/XX/XXXX, or the morning of XX/XX/XXXX. When I did not receive the affidavit on the morning of XX/XX/XXXX, I contacted the customer service number again, and they stated that now the wait time to receive the affidavit was 3 to 5 days. When I asked why the wait time to send an email had changed from 24 to 48 hours, to 3 to 5 business days, the BBVA Compass rep did not answer. As of XX/XX/XXXX, BBVA Compass has held over {$5000.00} due to me in a refund and will not provide me a mechanism to receive my money that they have held for over 4 weeks.
Company Response: Closed with explanation

Timely Response

2017-06-28

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I opened an account with Sim ple ( BBVA Compass ) bank several months ago. I have kept my account in good standing, but once I notified them I had moved overseas, they said they would have to close my account within a month. XXXX Despite being a U.S. citizen, and still being paid in USD, the y still refuse to agree to keep my account open. When I asked for an actual explanation, all they could really come up with is " our Terms of Use permit us to close accounts at our discretion ''. XXXX I have included screenshots of my conversation with a support person at Simple.
Company Response: Closed with explanation

Timely Response

2017-06-28

Belott, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Deposits or withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-06-28

Sun City, AZ

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

2017-06-28

SC

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: not giving info to other company fast enough
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Seattle, WA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I bank with BBVA and also for business with a company called " XXXX ''. XXXX XXXX is an app that allows workers to imput their work hours and earnings into their system and receive money before their payday. This service is of great necessity to me based off of the drive service work I do and the need for gas to complete my job. Recently, my bank has not been updating my bank info faster enough, it 's almost at crawl.. I do n't know what the recent hindrance is, but I have updated all my online banking alerts so my information should be sent immediately. I love banking with BBVA, I would just like this aspect of our relationship to get better.. <P/>I just need my bank info to be sent to XXXX faster so I do n't have issues using their services.. <P/><P/>Thanks XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-27

Leming, TX

Problem caused by your funds being low

Checking or savings account: Other banking product or service

Overdrafts and overdraft fees
Complaint: Every month City of XXXX give me a check to pay for my services, the check is from their account at BBVA compass Bank, today I went to change my check # XXXX amount XXXX under my name XXXX XXXX and the cashier told me that there is a fee to do it because I dont have an account in this bank, XXXX dls fee for a Non-BBVA compass account holder check cash policy, when I ask for a tax receip they give me a flyer, obviosly i ask for a tax receip and they denied to give me one, and I cancel the transaction, Is legal to them to do this, charge you a fee and dont give you a tax receip?
Company Response: Closed with explanation

Timely Response

2017-06-27

Dallas, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I use a smartphone service called XXXX XXXX which I have my bank account and debit card link to. XXXX XXXX requires updated information from my banking company Simple which is not providing updated information to XXXX. This forces me to not be able to use XXXX XXXX which needs to know if I received my payment on XX/XX/XXXX. Simple will not provide that information which is incredible frustrating. I never had this issue with XXXX and I 'm about to close my simple checking 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

2017-06-27

Fort Worth, TX

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-06-26

Bedford, TX

Managing, opening, or closing your mobile wallet account

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

Complaint: The company is awaiting approval from thw bank for at leas t three week s now to open an 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

2017-06-25

Bellaire, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: I tried getting a advance on my hours i worked with XXXX XXXX and bbva compass is not verifying my information like needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-06-24

Turlock, CA

Loan payment wasn't credited to your account

Payday loan, title loan, or personal loan: Payday loan

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

Timely Response

2017-06-24

Tampa, FL

Money was not available when promised

Money transfer, virtual currency, or money service: Domestic (US) money transfer

Complaint: Bank is n't updating it 's transactions with active hours so I ca n't transfer money over to my 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