BBVA FINANCIAL CORPORATION

2017-05-08

Manhattan, NY

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-05-08

Boloxi, MS

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: On XXXX XXXX 2017 I was to go to XXXX, Florida and purchase a car that my son had found me at the dealership he was currently working at. The company is XXXX XXXX XXXX XXXX XXXX. I was on my way from XXXX, MS to purchase a vehicle when my son advised he was not getting commission on the vehicle that I was purchasing. He said I could still come purchase it and he would stay through the sale however, he was leaving the company after that. I still had planned on going and he called back and advised that the dealership advised they did n't want my business and XXXX could pack his desk and leave. My son XXXX then called me and told me to turn around they did not want my business and I asked to speak to XXXX the finance person and he refused to speak with me. I have a witness in my car hearing the conversation. I then called back and wanted to make sure they had nothing on my credit. I then come home and checked and sure enough on XXXX XXXX 2017 they checked my credit without my consent or signature. There are several hard inquiries on there now from XXXX XXXX 2017. I then contacted the XXXX XXXX XXXX after they did n't want to speak with me on the phone, and no one returned my call. XXXX had tried two attempts to resolve the issue, they did n't respond and I received an email on XXXX XXXX 2017 advising no response and this negative information will be reported for three years for XXXX XXXX XXXX XXXX XXXX of XXXX, Florida. I just purchased a car at the current company my son is a XXXX at and seen there is still the ones from XXXX XXXX 2017. THIS IS THE EMAIL THEY SENT ME : COULD N'T UPLOAD ... .... XXXX Logo XXXX XXXX 2017 XXXX XXXX Re : Complaint # XXXX - XXXX XXXX XXXX XXXX XXXX In the absence of any response from the company to this complaint despite our two requests to them, we are closing our file on this complaint. This unanswered complaint will become part of the information we report to the public on this company for the next three years. Should any government agency request our files on this company, your complaint will be included. If you have settled this complaint directly with the company, would you please let us know that, as well as any other comments you might have. Your help in doing this is important to ensure that our report to the public on this company is accurate. Thank you for using XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with non-monetary relief

Timely Response

2017-05-06

CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Sim ple Bank, or BBVA Compass Bank according to my account, allowed an attacker of unknown origin to not only gain access to my ENTIRE bank account, but to manipulate their " instant contact system '' within their online banking website or app where a scammer added themselves to my account with a false email and phone used to withdrawl funds FROM my account using their " instant transfer '' system. This attacker had created XXXX unknown, unauthorized contacts and added them to my simple account. Simple instructed me to remove the XXXX fraudulent contacts and I did as soon as I logged into my account so I do not have record of the names used or their info used. These contacts allowed the person or person ( s ) responsible to make XXXX unauthorizesd transfers somehow between themselves and possibly another simple account, in the following amounts, and these XXXX occured on the same day, XXXX , XXXX XXXX 2017 . First Frauduelent Transaction : XXXX , XXXX XXXX 2017 at XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$380.00} Second Frauduelent Transaction : XXXX , XXXX XXXX 2017 at XXXX XXXX XXXX XXXX XXXX XXXX {$950.00} Totaling {$1300.00} that the attacker was able to transfer OUT of my account without my authorization - or any notification this was occurring from simple at all! The attacker labeled the fraudulent transactions as " XXXX XXXX XXXX XXXX '', which they have gotten from my previous account history. My account history will show that payments made to this sender were always in the amount of {$700.00} for rent submitted by or on the XXXX , never near the first of the month when these XXXX transactions occurred. By doing this, the attacker tried to disguise the transactions as transactions I would normally make, but the amounts are actually NOT amounts I would ever submit, nor were they amounts I have ever submitted in the past during my banking relationship with Simple Bank. When I call Simple Customer support, they have assured me that they are " investigating '' it and that this is a " rare occurrence '' and has never happened before. They have closed and locked my account which is pointless at this point since there is a remaining balance of {$8.00} -- - I had to call yesterday to withdraw {$20.00} ( of my remaining funds ) out of an ATM just so I could use that money as a opening deposit at another large firm bank, because simple has now left me without an account to use to pay bills, buy groceries or do anything else. Simple 's primary mode of customer service is support messages through their website and app. When calling their customer service, I am told I need to wait for their " investigation '' to complete, not given a time frame -- basically leaving me without any funds whatsoever -- and that they " take fraud very seriously '' and are working on my case " as fast as possible ''. However, they are not working fast enough to provide a resolution to me and leaving me with no funds whatsoever and NO bank account in the meantime is unacceptable. They obviously do not have the safeguards in place to prevent this from happening -- these were NOT fraudulent debit card purchases -- these fraudulent transfers were made by manipulating simple 's " instant contact '' feature. XXXX fraudulent transfers were " instant '' transfers, as shown in the screenshots. I was NEVER alerted that these transactions were taking place -- - and simple allowed them to occur with no problems! It was only AFTER I CALLED SIMPLE that simple froze my account and blocked my debit card. If I had not checked my account the day it happened and reported those XXXX transactions as fraud, simple would have never even cared to investigate them. I have spoken to multiple customer service people by phone and email, including a supervisor, and the best they can tell me is that once their " investigation '' is complete, they will issue me a check for the stolen funds. However they can not provide me with a time frame to when i 'd get my money back, HOW someone was able to get not only my account login name, but my account passphrase AND my account pin used to access the mobile app. They also can not tell me how someone was able to add their own email and phone to my account and create XXXX accounts to make to fraudulent transfers on the same day, in XXXX different amounts, on XXXX different times on the same exact day. I am left without {$1300.00} of my money and " Simple '' ca n't provide me with a temporary credit while they investigate, nor can they answer any of my questions as to how they allowed this to happen. Instead, they defer blame to me, their simple customer by saying this is " unique to me '' and " a rare occurrence ''. The public and anyone who uses simple bank or any of their partner banks needs to be aware that this can happen to them. I want to be made whole by Simple refunding my money in full IMMEDIATELY.
Company Response: Closed with monetary relief

Timely Response

2017-05-06

Houston, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I had an account with BBVA compass.. th ere were a couple of items I had disputed with them and even provided documentation to them showing them the money came out from another account. They had given me credit back and when I tried to close the account, they then reversed the credit, making my account XXXX negative..right at the time I tell them to close the account. This means one th ing to me only and that is they do not care about customer service and because I wanted to close my account, they decided to reverse the credit, even though I provided them with documentation that I paid for it using another account. Very disappointed in how bbva handled my account and I will never ever bank with them again. To me they are no different tha n XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-05-05

Camp Pendleton, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2017-05-04

CT

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Simple Ban k, or BBVA Compass Bank according to my account, allowed an attacker of unknown origin to not only gain access to my ENTIRE bank account, but to manipulate their " instant contact system '' within their online banking website or app where a scammer added themselves to my account with a false email and phone used to withdrawl funds FRO M my account using their " instant transfer '' system. This attacker had created XXXX unknown, unauthorized contacts and added them to my simple account. Simple instructed me to remove the XXXX fra udulent contacts and I did as soon as I logged into my account so I do not have record of the names used or their info used. These contacts allowed the person or pers on ( s ) re sponsible to ma ke XXXX unauthor izesd transfers somehow between themselves and possibly another simple account, in the following amounts, and these BOTH occured on the same day, Tuesday, XXXX XXXX XXXX . First Frauduelent Transaction : Tuesday, XXXX XXXX XXXX at XXXX XXXX XXXX XXXX Fee 00 {$380.00} Second Frauduelent Transaction : Tuesday, XXXX XXXX XXXX at XXXX XXXX XXXX XXXX Fee 00 {$950.00} Totaling {$1300.00} that the attacker was able to transfer OUT of my account without my authorization - or any notification this was occurring from simple at all! The attacker labeled the fraudulent transactions as " XXXX XXXX XXXX XXXX '', which they have gotten from my previous account history. My account history will show that payments made to this sender were always in the amount of {$700.00} for rent submitted by or on the XXXX , never near the first of the month when these XXXX transactions occurred. By doing this, the attacker tried to disguise the transactions as transactions I would normally make, but the amounts are actually NOT amounts I would ever submit, nor were they amounts I have ever submitted in the past during my banking relationship with Simple B ank. When I call Simple Customer support, they have assured me that they are " investigating '' it and that this is a " rare occurrence '' and has never happened before. They have closed and locked my account which is pointless at this point since there is a remaining balance of {$8.00} -- - I had to call yesterday to withdraw {$20.00} ( of my remaining funds ) out of an ATM just so I could use that money as a opening deposit at another large firm bank, because simple has now left me without an account to use to pay bills, buy groceries or do anything else. Simple 's primary mode of customer service is support messages through their website and app. When calling their customer service, I am told I need to wait for their " investigation '' to complete, not given a time frame -- basically leaving me without any funds whatsoever -- and that they " take fraud very seriously '' and are working on my case " as fast as possible ''. However, they are not working fast enough to provide a resolution to me and leaving me with no funds whatsoever and NO bank account in the meantime is unacceptable. They obviously do not have the safeguards in place to prevent this from happening -- these were NOT fraudulent debit card purchases -- these fraudulent transfers were made by manipulating simple 's " instant contact '' feature. Both fraudulent transfers were " instant '' transfers, as shown in the screenshots. I was NEVER alerted that these transactions were taking place -- - and simple allowed them to occur with no problems! It was only AFTER I CALLED SIMPLE that simple froze my account and blocked my debit card. If I had not checked my account the day it happened and reporte d those XXXX transactions as fraud, simple would have never even cared to investigate them. I have spoken to multiple customer service people by phone and email, including a supervisor, and the best they can tell me is that once their " investigation '' is complete, they will issue me a check for the stolen funds. However they can not provide me with a time frame to when i 'd get my money back, HOW someone was able to get not only my account login name, but my account passphrase AND my account pin used to access the mobile app. They also can not tell me how someone was able to add their own email and phone to my account and create XXXX accounts to make to fraudulent transfers on the same day, in XXXX different amounts, on XXXX different times on the same exact day. I am left without {$1300.00} of my money and " Simple '' ca n't provide me with a temporary credit while they investigate, nor can they answer any of my questions as to how they allowed this to happen. Instead, they defer blame to me, their simple customer by saying this is " unique to me '' and " a rare occurrence ''. The public and anyone who uses simple bank or any of their partner banks needs to be aware that this can happen to them. I want to be made whole by Simple refunding my money in full IMMEDIATELY.
Company Response: Closed with monetary relief

Timely Response

2017-05-03

Klein, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with monetary relief

Timely Response

2017-05-03

Hagerstown, MD

Closing an account

Checking or savings account: Other banking product or service

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

Timely Response

2017-05-03

CO

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
Complaint: In XXXX I was notified by BBVA Compass about potentially fraudulent activity on my credit card account. I was sent a form to dispute those charges and I was issued a new card. In XXXX I received the statement reflecting all of the fraudulent charges, and a credit. My balance showed $ XXXX . In XXXX I received my statement that reflected a " purchase adjustment '' of {$780.00}. And, my balance showed a balance of {$220.00}. I called to get clarification. I was transferred multiple times, disconnected and then finally reached a customer service agent who seemed helpful. She was going to look into it and call me back. I never heard from her again. In XXXX I received my statement that reflected a late fee on top of the previous balance. I had n't used my card since XXXX , keep in mind. I called again to get an explanation about the charges. Same drill. Transfer, hold, transfer, hold, hold. This time I held for nearly 1 hour! No one ever got back to me. I called back begging to speak with a supervisor so I could finally get an explanation and speak with someone in authority. I was promised a manager, XXXX XXXX (? ) would give me a call back that day. Never heard from him. So I made a minimum payment to protect my credit. Most people, like myself, do n't have time to sit on hold, randomly get disconnected and talk to countless representatives that have no idea how to explain my statement. XXXX statement arrives now with more late fees attached. And, another " purchase adjustment '' of {$120.00}. I also received a collection notice and a separate notice that my account would be closed after a review of my credit account. Yet, it noted a credit score of XXXX . Hardly a score worthy of closing accounts. Anyway, I have been desperately trying to get this resolved over the past few months. I FINALLY got an explanation 2 days ago, and the representative admitted that their system is very faulty and was inaccurately reporting credits to my account and adjustments that should have been reflected elsewhere under the old account number. Bottom line is that the they were rebilling me for purchases made in XXXX that were not disputed. These were legitimate charges. But no where on the statement was any indication of what they were tied to, nor was any representative helpful in explaining the situation. I 'm reaching out after feeling completely frustrated with no idea how else to get resolution. It is my understanding tha t BBVA Compass has now reported my late paym ents to the credit bureau. Believe me, I 'm happy to pay my bills when I understand them. But, seeing a " purchase adjustment '' without any explanation as to what I was being billed for is not acceptable. And, I was being proactive in calling a number of time to get more information. Now I 'm told the account will be closed. So all of my good credit history will be erased and I have a late payment reflected, too. How is this ok?
Company Response: Closed with explanation

Timely Response

2017-05-03

FL

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: I opened on the account with BBVA on XXXX ,2017 and it was a nightmare ever since. I started having issues over the past weekend with several overdraftfees from unathorized charges that caused overdraft fees I used the account to deposit small checks and this banks holds the check for three days no matter how small the amount, they took the entire deposit and refused to assist any further claiming the account was new I asked for the check to be release they refused to to so that way they were able to keep the check.I removed overdraft coverage and thought I would be okay and not have anymore problems with and on XXXX ,2017 I made small deposits and today they took that money as well and basically told me they that will not be refunding anything and to take it up with the merchant the charge was in authorized and a payment was made since then to the merchant and I do n't know why I was overdrafts fee again to take money from their customers this bank charged me for an unauthorized charge for a bill that was not set up on autopay or kept on file this bank tried to push the payment through and over drafted my account
Company Response: Closed with explanation

Timely Response

2017-05-03

Houston, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2017-05-03

Los Angeles, CA

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Banking errors
Company Response: Closed with explanation

Timely Response

2017-05-03

Sacramento, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: Late last year I received an email offer from BBVACompass bank asking me " to come back ''. They offered me {$150.00} if I opened a checking account with them, made an initial deposit of {$50.00} or more, and had XXXX direct deposit of at least {$300.00} deposited into the account within 60 days of account opening. I tried opening the account online but the system directed me to go into a branch. I did that on XXXX / XXXX / XXXX and opened the account with the bran ch manager a nd deposited {$50.00}. A direct deposit of {$300.00} was made on XXXX / XXXX / XXXX from my employer and numerous calls and emails to them have resulted in multiple promises to deposit the {$150.00} into my account. Continuous run around and still nothing. It is impossible to speak to a representative that actually has the power to give me the money that I 'm owed. They are never " available ''. Early on in this process I phoned the manager who opened my account in my local branch, and he told me that he 'd heard from at least XXXX clients that are having the same problem. He told me that they were n't getting their cases resolved unless they had the original copy of the email sent to us by BBVA. I have a copy of that email and I 'm still not getting the money I 'm owed. This is known issue to the bank and yet they do nothing to fix it. Abysmal customer service. On a side note, I left the bank originally because they were highly inconvenient and had a poor online presence. No business should be allowed to treat their customers in such a shabby way, at least without their being a public record of their behavior. I am seeing your help to get the money I 'm owed and log a complaint that hopefully encourages them to change their ways. Thank you in advance for your assistance with my claim.
Company Response: Closed with monetary relief

Timely Response

2017-05-03

Houston, TX

Trouble using the card

Credit card or prepaid card: General-purpose prepaid card

Trouble using the card to spend money in a store or online
Company Response: Closed with monetary relief

Timely Response

2017-05-02

Nyc, NY

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: The Bank Closed And Blocked My Account From Being Used. and simple bank wont help me with any information on this account there was a direct deposit from XXXX XXXX XXXX {$440.00} XXXX XXXX XXXX Was Given to me And Simple Bank has not Released the Funds or Return that check back to XXXX XXXX . They have given me none of my money that was left on my account please help with this problem. The Bank Wont Return ACH Check Back To XXXX XXXX and i have not received my benefits payment from Simple.
Company Response: Closed with explanation

Timely Response

2017-05-01

Encino, CA

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2017-04-29

Palo Alto, CA

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with non-monetary relief

Timely Response

2017-04-29

Arvada, CO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX, my account balance was over $ 4k. On the same day, my husband 's paycheck, which is normally received via direct deposit, was delivered as a live check by XXXX at XXXX, due to payroll processing issues on the part of his employer. The BBVA branches were closed, so we deposited the check via the mobile deposit app. The bank put a three day hold on the check and after calling to request the hold be lifted, they denied the request. This was a payroll check and by law they can not hold the funds.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-04-27

Riverdale, GA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2017-04-26

Magnolia, TX

Managing an account

Checking or savings account: Checking account

Banking errors
Complaint: I am a legal foreign resident in Texas that opened an checking account with BBVA Compass i n 2014, yesterday without a reason or explanation the bank block my account and requested the bank to close completely my account without providing any reason. I have paid all my products in due time and handled the account in a proper manner. I see this bank is either acting with discrimination to the customers and providing a really bad service and does not provide any reasons and close the products. My account cancelled wit h BBVA Compass was XXXX in XXXX XXXX Texas, hope you can help because they might be doing this to other customers, a disgrace for the financial system in this country, they did not wanted to provide a written explanation
Company Response: Closed with explanation

Timely Response

2017-04-26

Beyersville, TX

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2017-04-26

Saint Augustine, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-04-26

Cucamonga, CA

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

2017-04-25

Panther Creek, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-04-25

Birmingham, AL

Fees or interest

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

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

Timely Response