BBVA FINANCIAL CORPORATION

2017-04-01

Bellevue, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We respectfully request a copy of the call transcript between myself, XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX from XX/XX/2016. I requested XXXX XXXX make sure to document the conversation. XXXX XXXX advised that the call is recorded and can be reviewed if the information does not make the file. On this call, XXXX XXXX was reminded of our meeting of XX/XX/2016 and blames XXXX XXXX XXXX for alleging that XXXX can not mark our credit for 45-60 days. On XX/XX/2016, I went to the BBVA Compass location off XXXX. in XXXX, TX. XXXX XXXX so happened to be at the location. We met to discuss the refinance and to determine if we were moving forward. I advised XXXX XXXX that we either move forward or we were walking away from the refinance. XXXX XXXX did not want to see all the work and costs be for nothing. In this meeting, I questioned XXXX XXXX in regard to our XX/XX/XXXX payment to XXXX. I advised XXXX XXXX we did not want a late payment on our credit as we wanted to avoid hits to our credit. I also informed XXXX XXXX that I did not want to make the payment if I did not have to. I advised XXXX XXXX we had no late or missed payments on our credit and we wanted to keep it that way. XXXX XXXX then left the room. Upon his return, XXXX XXXX 's response was " Do not worry about the XX/XX/XXXX payment unless I tell you to make it. If you make it, it will delay the close. XXXX can not hold it against you since they know about the refinance. As long as we close by XX/XX/XXXX, you will be fine. '' XXXX XXXX XXXX was in the office when I was told about the XXXX day hold on marking our credit history. XXXX XXXX admitted to XXXX XXXX, according to one of my conversations with XXXX XXXX in XX/XX/XXXX, that he did in fact tell me not to worry about the XX/XX/XXXX payment. I was informed XXXX XXXX coached XXXX XXXX on how to handle a similar situation in the future. XXXX XXXX and XXXX XXXX both apologized that not all options were presented to us. At this point, XXXX XXXX " does not recall '' many things he has told us. Self-preservation can make you distort the facts. The late payment is not a reflection of how we handle repayment of our bills. This is evidenced by our prior payment history and the approval of our refinance by BBVA Compass Bank. All 100 % of the blame for this falls on XXXX XXXX 's shoulders. The representation he provides to customers for BBVA Compass Bank falls short of anyone 's expectations. XXXX XXXX XXXX XXXX has the sole liability of this situation. He has the ability to be honest and admit his mistakes but is in self-preservation mode. We would like to put this incident behind us rather than being forced to take legal action against both BBVA Compass Bank and XXXX XXXX XXXX XXXX. I have attached our documentation and can provide additional texts between XXXX XXXX XXXX and myself, if necessary.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: On Tuesday, XX/XX/XXXX, I received an email from Simple, the company that handles the accounts for BBVA-Compass bank. The email informed me that my prepaid account with them had been suspended because of an outstanding bill in the amount of {$700.00}. This was both perplexing and angering for three reasons of import : ( 1 ) I have never had a bank account with BBVA-Compass, other than this prepaid debit card, and have been unable to find any listing on the two credit reports I checked ; ( 2 ) I am perplexed what that bank has never made any attempt to contact me directly instead of using their surrogate, especially in view of the fact that I have had the Simple card for well over one year ; ( 3 ) I have all the communications I have received from Simple, but nothing from that bank ; I can forward those to you if you so desire. I have subsequently closed that account, especially after being told that I can never, ever again have a Simple debit card account. Any clarification you can discover in this obviously incompetent debacle will be appreciated. For certain, I have NOT had an account with BBVA-Compass Bank, for do I owe it anything ; quite the contrary! Thank you, XXXX XXXX, XXXX, Florida
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Chilton, WI

Managing, opening, or closing account

Prepaid card: Mobile wallet

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Nashville, TN

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Katy, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

Balch Springs, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-28

Houston, TX

Problems caused by my funds being low

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-27

Holyoke, CO

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Ernul, NC

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Yes I had an agreement with someone to purchase an item for XXXX. I sent that person the money for the item. After a week of him saying he will send the item, I do n't hear from him for a day or he ignores me. After a week, he says he needs more money before he will send what I paid for. He of course is refusing to refund the money. I filed a dispute with my bank and sent them the original proof for the agreement to send the item, and then another picture showing where he said he needs more money before sending. The dispute team for my bank refused to refund the money. On their website, it says in covered by Visa Zero Liabilty for fraud, however they will not agree that o deserve the money back.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-23

Mem, TN

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-23

Lewisville, TX

Using a debit or ATM card

Bank account or service: Other bank product/service

Complaint: BBVA Compass ' Bankcard Collections Department placed a hard credit inquiry on my credit report on XX/XX/2017 which has lowered your credit score with XXXX by XXXX ( XXXX ) points. I have not requested a loan, credit card or any financial service from BBVA Compass for them to put a hard credit inquiry on my report. I request the Bank provide a letter to XXXX requesting that the Bank 's hard credit inquiries be removed. I also request that the Bank refrain from performing any additional hard credit inquiries on my credit history with any of the XXXX major credit reporting agencies.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-22

Stkn, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-21

Chestnut Ridge, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-21

Boulder, CO

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: WENT TO CASH IN A 12 MONTH CD AND WAS TOLD THE GRACE PERIOD HAD EXPIRED. I WAS STILL WITHIN 10 BUSINESS DAYS FROM THE MATURITY DATE BUT THEY CHARGED ME A {$120.00} PENALTY ANYWAY. I TRIED TO CASH IT IN ON XX/XX/XXXX BUT THEY WERE CLOSED WHEN I ARRIVED AND THEY WERE ALSO CLOSED ON XX/XX/XXXX SO I CASHED IT IN ON XX/XX/XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-21

Robertsdale, AL

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I had several ( 1 checking and 2 savings ) accounts with BBVA Compass. I opened these accounts in XX/XX/XXXX to participate in a XXXX promotion. By making monthly transfers ( {$380.00} each ) to the savings accounts from the checking account, I received an annual bonus ( {$250.00} ) in both of the savings accounts. The promotion was for 2 years. My last transfer was on XX/XX/XXXX to get the last bonus. On XX/XX/XXXX, I received a {$38.00} NSF CHARGE-RETURNED ITEM {$380.00} XXXX from BBVA Compass. I called a bank CSR on XX/XX/XXXX, and he reversed the {$38.00} charge. I told him that I could n't see online that there were anymore automatic debits into the savings account. He said that he could n't see any remaining automatic debits, either. I told him that I wanted to close my account to be on the safe side, as well as I no longer had a need for the account since the promotion had terminated. He wanted me to go into a branch location. I explained that I had moved since opening the account and that there were no branches in my current state or the adjacent states. I received notification in XX/XX/XXXX that BBVA Compass wanted me to pay {$140.00}. Online, I determined that the charges were as follows : XX/XX/XXXX NSF CHARGE-RETURNED ITEM {$380.00} BMS - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} XX/XX/XXXX NSF CHARGE-RETURNED ITEM {$380.00} XXXX - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} 10/18/2016 NSF CHARGE-RETURNED ITEM {$380.00} XXXX - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} Before this time period, I had not received any fees or service charges on the account when I actually wanted the account and was using it. The account was sent to the XXXX XXXX ), their charge-off or collections department. I contacted XXXX in XXXX XXXX and explained the situation. They referred me to BBVA Compass, which referred me back to Northland Group. It was a perpetual cycle in futility. I finally spoke with a supervisor at XXXX XXXX who said that I could dispute the debt and that it would return to BBVA Compass. I disputed it and follow-up with several phone calls. I still continued to get each BBVA Compass telling me to contact XXXX and vice-versa. Today, the XXXX XXXX told me that the account is in inactive status and that I had to contact BBVA Compass. The BBVA Compass XXXX made several calls XXXX to include calling the charge-off department, which is XXXX XXXX XXXX and spoke with his supervisor. He then advised me to speak with the BBVA Compass disputes department. The disputes department said that she was escalating my issue and that I will receive a call within XXXX hours. I have spent more than XXXX hours on the phone on at least XXXX different days trying to resolve this matter over the past 4 months, to no avail. The corporate office is in XXXX, XXXX with a listed number of XXXX XXXX XXXX XXXX XXXX. I would have contact that office if I could conveniently dial international phone numbers.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-21

Anaheim, CA

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: On XXXX/2017, Bank BBVA Compass, charged my account XXXX in the amount of {$32.00} each time for overdraft fees. I had active/enough funds in my account at all times while these transactions went through. There were XXXX transactions that were charged overdraft, all of which I had available funds in my account. I also was paid on Friday XXXX/2017 with a direct deposit in the amount of {$1500.00}. Transaction # 1 {$7.00} XXXX XXXX/2017 Transaction # 2 {$64.00} XXXX Payment XXXX/2017 Transaction # XXXX {$120.00} for a website payment XXXX/2017 I spoke to a phone agent on XXXX/2017 that had access to my account and told me that if i deposited money into my account that my transaction for {$160.00} would be covered from XXXX so I went to the ATM and deposited almost {$200.00} to leave enough in my account to cover that transaction. I wake up the next morning and not only did the XXXX NOT GET PAID, but they charged me XXXX overdraft fees of {$32.00} for random transactions from days before that I actually had money in my account for. In fact, on XXXX/2017, after all of those transactions had already went through i withdrew {$340.00} in cash from the ATM which left me still with a positive balance in my account as they do not allow me to overdraft through ATM transaction. All of those transactions were already processing and went through. There is clearly something wrong with their system and the way it prioritizes purchases relative to your available balance in your account. Obviously, if I had a lot of money in my account, this would n't be an issue. This is only an issue because my account was low on funds, which really is n't their business to worry about. They should however make sure that everybody 's transactions are processed fairly and with the right timing. The explanation was poor by the company, and I advised them to listen to the phone call i had with the representative to get a better understanding. I did clearly let them know that they have STOLEN money from me as I paid for these items already and now they are collecting on those charges and adding fees to them.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-20

Mesa, AZ

APR or interest rate

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-19

Rincon, AZ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: BBVA Compass Bank has defrauded me for {$510.00}. In XXXX I signed up for a checking account at what was then called Compass Bank. The terms of the account included the provision that it would be free for the life of the account. There would be no monthly service fees, ever. Early in XXXX, the bank ( now known as BBVA Compass ) begin charging a monthly service fee of {$10.00}. They had no justification for doing this and no authorization or agreement from me. At that time, the account balance was {$79.00}. From that point until the end of XXXX, XXXX deposits were made into the account, totaling {$180.00}, for a total of {$260.00} of my money. However, unbeknown to me, BBVA Compass was continuing to charge {$10.00} per month, until it consumed all the funds, at which point the bank began to impose penalties. Now they have not only seized, fraudulently, my {$260.00}, they also say I owe them an additional {$240.00}. They have turned this so-called debt over to the collection agency, XXXX XXXX XXXX XXXX XXXX This is fraudulent. The small sums coming into the account were from affiliate sales commissions I earned. I looked on them as a nest egg for a rainy day. I had every reason to believe that I could safely ignore correspondence from the bank, which I felt was likely to be sales-related. I had no reason to think anything was wrong until I received a collection letter from XXXX XXXX. I have spoken with a teller, XXXX XXXX, at my local bank branch. It was she who prepared the worksheet showing how much money would have been in the account had no service fees been charged. I asked that my money be given to me, that all fees be reversed, and that the account be closed in good standing. I met with XXXX XXXX on Wednesday, XXXX XXXX, XXXX, when she prepared the worksheet and said she would take the information to her branch manager, XXXX XXXX XXXX, for further action. She said XXXX XXXX would contact me. When I had n't heard from XXXX XXXX by Tuesday, XXXX XXXX, I phoned and left a message on her direct line. She still had n't called back the following day, when I called again and finally got through to speak with her. XXXX XXXX informed me that she had no authority to reverse the fees and that it had taken two weeks to get back to me because she had been looking into it. She 's the branch manager. It 's difficult to understand how it could have taken two weeks to determine that she lacked any authority in this matter. In fact it 's difficult to understand how she could lack the authority. XXXX XXXX said that, since she lacked the authority, she would escalate the case to the bank 's Customer Care office and that I 'd be hearing from an officer in that group. When I asked when, she said within five to seven business days. I said that considering the excessive delays so far, that was n't fast enough. I set a deadline of Friday, XXXX XXXX. She noted this, repeating the date back to me. As of Sunday, XXXX XXXX, I have still not heard from the Customer Care office or from anyone else at BBVA Compass Bank.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-19

Nyc, NY

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I mailed a certified USD XXXX check to BBVS Compass ( where Simple ) holds their accounts. It was delivered by XXXX and signed for. In the meantime they lost the check and have not deposited the amount, and does not respond to inquiries about the status of the case.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-18

Amelia City, FL

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-17

Spring, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2017-03-17

Dies, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-03-17

Brownsville, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-16

Saint Augustine, FL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-16

Dallas, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I attempted to deposit cash approximately {$100.00} into the at the BBVA branch at XXXX XXXX XXXX, XXXX, TX, XXXX on XXXX XXXX. The machine took the cash and then showed a screen that stated " We can not process your request. '' It did not then return my money, and I have not been credited for the deposit.
Company Response: Closed with monetary relief

Disputed: No Timely Response