BBVA FINANCIAL CORPORATION

2017-05-25

Centennial, CO

Closing on a mortgage

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

Company Response: Closed with monetary relief

Timely Response

2017-05-24

Macclenny, FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I opene d a Business Build-to-Order Checking account at BBVA Compass i n XX/XX/XXXX . I have the original paperwork and it clearly states there are no service charges. I received a letter in XX/XX/XXXX th at also confirms there are no service charges. In XX/XX/XXXX , I received a statement dated XX/XX/XXXX , i ndicating that a $ XXXX monthly service charge was removed from my account. This was the first letter regarding the account since XX/XX/XXXX . The statement describes the account as " CLEARCHOICE FOR BUSINESS ''. After making a few phone calls, I learned that BBVA Compass ha s been taking {$15.00} a month from my account for years, totalling at least {$450.00}. I have been trying for two weeks to get a statement showing the total amount that was taken from my account, and to get BBVA Compass to return the money to me. The first week resulted in a branch manager, XXXX XXXX , returning 3 months in fees and telling me that was all he could do. Last week I was directed to communicate with XXXX XXXX at BBVA Compass re garding this issue. Wednesday , XX/XX/XXXX , I sent her an email requesting an itemized list of fees taken from my account and a refund for that amount. I have not received any communications from XXXX XXXX , as of XX/XX/XXXX , other than answering my phone call to confirm she received my email request. I also aske d BBVA Compass who changed my account, when it was changed, why it was changed, and why I was not notified of the change. My address and phone number have not changed since opening both accounts. I have also received emails fro m BBVA Compass, b ut never a statement showing these fees.
Company Response: Closed with explanation

Timely Response

2017-05-23

Bellaire, TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: There were errors on our closing disclosure that is causing us to pay more then the stated amount of {$00.00}. As per the CD we were to receive {$1500.00}, but due to the errors on the CD we are n ow having to pay {$1000.00} due to a short caused in our escrow account because of the errors on our CD., As p er TRID " If amounts paid by the consumer exceed the amounts specified under paragraph ( e ) ( 3 ) ( i ) or ( ii ) of this section, the creditor complies with paragraph ( e ) ( 1 ) ( i ) of this section if the creditor refunds the excess to the consumer no later than 60 days after consummation, and the creditor complies with paragraph ( f ) ( 1 ) ( i ) of this section if the creditor delivers or places in the mail corrected disclosures that reflect s uch refund no later than 60 days after consummation '' Though while a BBVA broker as acknowledged the errors on the CD via email, BBVA has yet to refund the amounts we are short in our escrow or deliver a corrected disclosure 60 days after consummation. BBVA has instead played stupid and claimed that because the Title company will now show them proof of paying the full premium they somehow are not liable for the errors on the CD. Please find our Homeowner 's insurance cancellation letter that was sent to BBVA on or about XXXX / XXXX / XXXX . Yet to dat e BBVA has refus ed to comply with the TRID as required by law. A creditor or assignee has no liability under this section or section 1607 of this title or section 1611 of this title for any failure to comply with any requirement imposed under this part or part E, if within sixty days after discovering an error, whether pursuant to a final written examination report or notice issued under section 1607 ( e ) ( 1 ) of this title or through the creditors or assignees own procedures, and prior to the institution of an action under this section or the receipt of written notice of the error from the obligor, the creditor or assignee notifies the person concerned of the error and makes whatever adjustments in the appropriate account are necessary to assure that the person will not be required to pay an amount in excess of the charge actually disclosed, or the dollar equivalent of the annual percentage rate actually disclosed, whichever is lower. Here BBVA has not done so and has only demanded that we pay the shortage that was caused by the error on the CD and so that now we have to pay more than the stated amount that was on the CD. This is a direct violation of TRID and has caused us harm in that we are being forced to pay more than the amounts stated on the CD. This should entitle us to any actual damages sustained by such person as a result of the failure ( namely the {$1000.00} and ; ( 2 ) ( A ) ( iv ) in the case of an individual action relating to a credit transaction not under an open end credit plan that is secured by real property or a dwelling, not less than {$400.00} or greater than {$4000.00} however determined by the CFPB.
Company Response: Closed with explanation

Timely Response

2017-05-22

Cooper City, FL

Opening an account

Checking or savings account: Checking account

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

Timely Response

2017-05-22

Denver, CO

Opening an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-05-19

Austin, TX

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-05-18

Denair, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-05-18

Mesa, AZ

Advertising and marketing, including promotional offers

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

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2017-05-17

New Market, AL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

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

Timely Response

2017-05-17

Ridley Park, PA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-05-16

Encino, CA

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2017-05-16

South Florida, FL

Getting a line of credit

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: On Tuesday, XXXX XXXX , XXXX . I received via email a solicitation for an Express signature loan with BBVA. I went ahead and filled out the information, requesting XXXX for debt consolidation. I was immediately approved and given the option to choose the length of the loan, payment due date for automatic debit and it also provided the interest rate. After I viewed that page it another page came up stating for me to take my loan details to a branch to finish and have disbursement completed. Well I put in my zip code and there is not a BBVA branch within 100 miles of my location which is XXXX . I contacted customer service immediately and explained the situation. They also saw where I was approved for the loan but also stated the same thing the closes branch is a 5 hour drive for me. The person I spoke to that day requested my phone number and stated her and her supervisor where going to reach out to a branch and see if the paper work could be sent by mail or even for me to sign electronically. I said perfect. I did not hear back from them all week. I contacted BBVA again on Monday XXXX XXXX . Explained everything to a new person. she did see all the notes and tells me I can open a checking account with them and then they could just transfer the money of the loan into that, I aid perfect if that 's what 's needed no worries. We went ahead and opened the checking account with the rep on the phone. She places me on hold and came back several times stating that was not working either, That the fulfillment team was trying to transfer the funds into the checking account but it needed my signature. I explained again I have no problem going to a branch there is just none by me. So after being on the phone for abou t 2 ho urs they stated they needed my signature, so after being approved for the loan, opening up a checking account I do not need I still can not get my funds for the loan. I really do need this loan to consolidate my bills.
Company Response: Closed with non-monetary relief

Timely Response

2017-05-16

Centerville-mount Carmel, CT

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-05-16

Houston, TX

Managing an account

Checking or savings account: Checking account

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

2017-05-16

Watkins, CO

Other features, terms, or problems

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

Other problem
Complaint: I have an ongoing problem with a website that is servicing BBVA Compass. I pay many bills each month, and find thi s one web site to be consistently confusing. I suspect it is not by accident, but by design. I sign in to pay my bill, make all the selections to pay it, verify the information and then get a page that says, Payment Confirmation '' in big letters at the top of the page. Each month I note the time and date that I pay it and save it as a PDF on my computer. The problem arises when I read the big letters at the top of the page which say, " Payment Confirmation ''. There is an additional step required in order to complete the payment process ; there is a little button at the bottom of the page that you do n't see unless you scroll down. This last step requires you to Confirm yet again that you are making the payment. No other website has this last step, which requires you to confirm the payment before you are finished with the process. As a result it is very easy to miss this last step, thinking you have paid your bill and I have often missed this step. It has caused me to pay several XXXX dollars in late fees while paying this account off. I am sure this last step is added by design and I know other customers are experiencing this issue as well. The bank would only need to add a notice on the top, next to, Payment Confirmation '', which could state that a last step is required to complete the transaction, but they wo n't do it. I have mentioned it to the bank employees several times and have even visited the bank branch to complain about the issue.
Company Response: Closed with explanation

Timely Response

2017-05-13

AR

Getting a loan or lease

Vehicle loan or lease: Loan

Fraudulent loan
Complaint: I and my wife discovered that after our contract agreement was assigned to BBVA Auto Financing, that our agreement/promise to pay, was deposited into an transaction account, opened in our name, without our permission, and monetized, that was concealed from us. We are requesting full disclosure of that deposit slip associated with our loan, and a receipt.
Company Response: Closed with explanation

Timely Response

2017-05-12

Centerville-mount Carmel, CT

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2017-05-11

Seligman, AZ

Incorrect information on your report

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

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

Timely Response

2017-05-11

Houston, TX

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with non-monetary relief

Timely Response

2017-05-11

Chicago, IL

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: XXXX XXXX I attempted to make a withdrawal from an atm for {$200.00}. The ATM only dispensed {$20.00}. I contacted XXXX by phone and explained to them the issue. I was told to go to another ATM and try again. XXXX minutes later by the time I arrived at another ATM they had locked my account leaving my family without access to ANY money for XXXX . After many hours of arguments with XXXX , they closed my account. They agreed to send me a bank check.but without any way to cash it, it would not help me at all for the holiday. The sent a check fedex that was not received. the replacement was sent with signature, we received that one. The check received was not for the full amount in the account. The check was for XXXX not the balance in the account. I was told they would send me the balance in a week or XXXX . It is now XXXX The current balance shown does not take into account As of today the account shows a balance of XXXX that does not take into account the check for XXXX sent on XXXX XXXX The current balance should be {$370.00}. I have been trying for weeks to get this cleared up and keep getting canned and at time rude responses. It has now been 6 months I do not understand why they are doing this to me.
Company Response: Closed with monetary relief

Timely Response

2017-05-10

Panther Creek, TX

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-05-10

Centerville-mount Carmel, CT

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-05-09

Miami, FL

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

2017-05-09

Panther Creek, TX

Other features, terms, or problems

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

Problem with balance transfer
Company Response: Closed with monetary relief

Timely Response

2017-05-09

Wallington, NJ

Opening an account

Checking or savings account: Checking account

Unable to open an account
Complaint: I was a customer of online Bank SIMPLE for quite some time. Recently, they changed partner banks to BBVA Compass . I thought transferring to the new partner bank, via SIMPLE 's web site would go smoothly as I was already an existing customer. However, there was a technical issue, which they REFUSED to disclose, which prevented my transition to BBVA Compass. SIMPLE instructed me to close my account with the old partner bank and when it was fully closed, to go online and open a new account, which would be with BBVA Compass. I did that two weeks ago and never heard a thing from SIMPLE, o nly to call them today to find out that they can not open my account, And, refuse to give a valid reason, other than, " it is a technical issue. ''
Company Response: Closed with monetary relief

Timely Response