BBVA FINANCIAL CORPORATION
Consumer Complaints
There are over 3385 complaints on file for BBVA FINANCIAL CORPORATION. Dated between 2019-12-04 and 2011-12-06.
Complaints Page 8
2019-09-05
Arvada, 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: I submitted a dispute to BBVA Compass Bank regarding two {$100.00} charges on my account dated XX/XX/19. I received ticket # XXXX on XX/XX/19 from XXXX and was told I would receive some forms to fill out and sign within 10 days. I never received these forms nor did I receive the dispute acknowledgement that they legally were supposed to send me within 30 days. Also this dispute has not been resolved within the two billing cycles they are supposed to have resolved it within legally.
I called them again on XX/XX/19 asking again why I've received nothing and what was going on with my dispute and spoke to XXXX who stated he knew nothing about any forms and told me to wait longer. He also gave me the phone # to call the dispute department directly.
I called again on XX/XX/19 directly to the dispute department and spoke to XXXX who stated that nothing has been done on my dispute and the ticket # was just notes stating I had started a dispute. When I complained about no one working on this dispute and them just giving me the run around, she stated she would put me on hold and " get this dispute to the finish line '' After leaving me on hold for a half hour, she just transferred me back to the original customer service department again!
I spoke to XXXX and insisted on speaking to a manager so he transferred me to someone named XXXX who was just as useless and unhelpful as everyone else I've spoken to at BBVA. She said she couldn't control the mail if I didn't receive the letter, but wouldn't tell me that they had even sent one. She also wouldn't tell me why there were not any correspondences in my online messages or any copies of this non existing letter or what if anything was done on the dispute. She again told me just to wait and maybe this would end up in arbitration!! When I told her I was fed up with the run around I was getting and the terrible customer service her company has she couldn't have cared less. She stated " do what you have to do '' when I told her I was filing complaints against BBVA. She said she would escalate my dispute to another manager but wouldn't transfer me to them so I have no idea if she even did that or if she just added another note or did anything at all to resolve this dispute.
Company Response: Closed with monetary relief
2019-09-04
AL
Managing an account
Checking or savings account: Checking account
Fee problem
Complaint: I called the banking institution on XX/XX/19 to see why my account was negative. I spoke with a agent who stated it was because If a transaction totaling XXXX. He stated it hit my account at XXXX even though I used the XXXX service on XX/XX/19 when my direct deposit hit. The agent said he didnt know why the delay was but some merchants would take a few days. I said ok what will need to be done? He stated I could make a deposit before XXXX and I would not incur a fee. I did as instructed and my account was positive thinking that fixed the problem. I check my mobile banking today and saw a NSF which posted today, I called today XX/XX/19 and spoke with XXXX who went back and forth with me saying my account was not positive even after I stated what was said and that my account was positive. After going around and around I asked for a supervisor. He stated the supervisor was on another call and to hold on. He comes back to say the supervisor said he could do a partial of XXXX seeing as how I have gotten XXXX reversals this year. I only asked that the mistake on the banks or systems part be acknowledged because I did what I was supposed to do, in making the account positive. I was hung up on, and when I called back I got XXXX who did not want to tell me it was him, but I was eventually connected with a supervisor, the supervisor or whomever he was- stated I declined the partial and I said yes because it was not my fault and all I asked is for someone to take responsibility for the error. He tells me that I had gotten XXXX reversals well A LOT as he said, and there was nothing more that could be done. XXXX insulted my intelligence and then to be told that I had gotten a lot of reversals? To me this was unacceptable. I valued my relationship with BBVA but the experience today made me feel like XXXX. I have never had a issue with the bank and they had always made me feel like they cared in the times past whenever I had a issue. I told the supervisor I didnt want them to do it for me, all I asked is they they admit they made a error. The banking relationship is damaged at this point.
Company Response: Closed with monetary relief
2019-09-04
CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: Applied for a mortgage refi through BBVA ... XXXX XXXX XXXX XXXX named XXXX XXXX. Provided ALL necessary required documentation that was stated to be required, in addition to having a satisfactory middle credit score of XXXX, only to be purposely negligently mislead, represented and obviously XXXX XXXX reverse discriminated against by BBVA, it's underwriting department, and Ms. XXXX XXXX, per attached documentation, and dialog!!!
Company Response: Closed with explanation
2019-09-03
Lewisville, TX
Closing your account
Credit card or prepaid card: General-purpose credit card or charge card
Company closed your account
Complaint: I paid my BBVA credit card off, and also a personal loan. Upon this, they reduced my limits and then when I went in to the local branch to close my account, they called the police on me, even though I offered nothing other than asking them to close all accounts save checking. Then they punatively closed my checking account and claim to have filed a no trespass. The local manager, XXXX XXXX ( sp? ) refuses to give information as to their registered agent and is aware that I have XXXX and protected with the ADA.
Somehow they left the credit card active and I have attempted to refute their balance and am unable to retrieve an audit to ensure validity of this debt and their collection process. I just today received a bill from them after several months of no communication.
Company Response: Closed with explanation
2019-09-03
Chicago, IL
Closing an account
Checking or savings account: Savings account
Can't close your account
Company Response: Closed with monetary relief
2019-09-03
Chula Vista, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with monetary relief
2019-09-03
Fort Worth, TX
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Closed with explanation
2019-09-03
Loveland, CO
Managing an account
Checking or savings account: Other banking product or service
Banking errors
Company Response: Closed with explanation
2019-09-02
Artesia, CA
Problem with a purchase or transfer
Credit card or prepaid card: General-purpose prepaid card
Charged for a purchase or transfer you did not make with the card
Company Response: Closed with monetary relief
2019-09-01
Lena, OH
Opening an account
Checking or savings account: Checking account
Unable to open an account
Complaint: I previously had an account with Simple and then closed it. Well, now I am wanting to open another and they will not let me or explain the reason.
Company Response: Closed with explanation
2019-08-30
Key Biscayne, FL
Managing an account
Checking or savings account: Savings account
Fee problem
Complaint: Hi there, My Savings account at BBVA Compass got charged an EXCESSIVE TRANSACTION FEE of {$6.00} on XX/XX/2019.
When I opened this saving account, it was stated that " Access your money, with up to 4 withdrawals per statement cycle fee free. '' There is no definition of the length of the statement cycle on that webpage when I signed up. ( See attached a screenshot of the webpage ) In this case, I believe that most of the ordinary customer like myself would assume the statement cycle would be monthly by common sense, since I have never encountered a bank issuing statement that is not on a monthly basis.
When I reached out to BBVA 's customer service regarding the fees that were charged. They stated that their four free withdrawals are on a per quarter basis, which was quite surprising to know. I then tried to do some research to find out their fee schedule and couldn't find it from their website. However, based on the information I got from the internet, I am not the only one that believes their four free withdrawals are on a monthly basis. See this website for your reference : XXXX XXXX XXXX Their free-withdrawal limit is unclear and misleading.
I then asked them to confirm that whether the four free withdrawals are on a per quarter basis or a monthly basis. They provided me with a fee schedule that is not easy to find : https : //www.bbvausa.comXXXX I asked them to refund the fees because if I am aware of this unique withdrawal requirement, I would either not opening this account at all or be careful to keep the withdrawals under limits. It is unfair for customers to get charged a fee because of the unclear and somewhat hidden information provided by the bank.
Please help me get the refund for the {$6.00} Fee. Thanks in advance for your help.
Company Response: Closed with monetary relief
2019-08-30
Mission, TX
Written notification about debt
Debt collection: Credit card debt
Didn't receive notice of right to dispute
Company Response: Closed with explanation
2019-08-29
Itasca, IL
Managing an account
Checking or savings account: Checking account
Problem using a debit or ATM card
Complaint: I filed a dispute with Simple Bank. I left my card in the store & when I returned to retrieve my card from the lost & found I found out purchases were made through credit & not debit which I normally use. I called in to let them know this. As I spoke with a representative she told me that she had to cancel my card because of the disputes type she wouldnt even let me get a word in. I told her to cancel the dispute because I had my card but I still wanted to dispute these charges. She then told me that she would do all of this. So time has went on I receive a provisional credit. I then receive a message almost a month later saying theyre reversing the credit because they just heard the phone call. Which put me in a negative & I had deposits coming in. The deposits coming in took me out of the negative but it was my money. They reopened my case to let me know that it was denied so basically they took my money & there is nothing I can do about it.
Company Response: Closed with explanation
2019-08-29
Phoenix, AZ
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
2019-08-29
Chula Vista, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with monetary relief
2019-08-28
Omaha, NE
Opening an account
Checking or savings account: Checking account
Confusing or missing disclosures
Complaint: On XX/XX/2019 I attempted to open an account with Simple Finance Technology in XXXX, Oregon XXXX Simple. The account was opened very easily or so I thought. After opening I transferred $ money to the account from another account of mine. While the ACH was processing I got notification from Simple that my account was frozen pending more info. I was hesitant to furnish copies of my DL and SS card and was told that my ACH would bounce back within 1-2 days to my original account when it couldn't be received in my Simple account. That didn't happen so I furnished the info. I am still waiting for them to review the info.The review process was supposed to take 1-2 days and it's been almost 2 weeks. After 2 weeks they responded that the pictures I sent them where not in the format they wanted and that I would have to send them again. I asked what format they wanted and they said a PDF format. Which I am now trying to do.
I definitely want this information shared with other consumers because I am not the only person who has encountered this problem with this institution.
All I want is my money back and my Simple account closed.
Company Response: Closed with explanation
2019-08-28
Anthem, AZ
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Card was charged for something you did not purchase with the card
Company Response: Closed with monetary relief
2019-08-27
MN
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: Despite plenty of funds available, Simple suddenly froze my account without ever informing me and has ignored all messages and phone calls requesting an explanation or status update for 26 days now.
On XX/XX/2019, I received an email from XXXX titled " XXXX XXXX secure email message from Simple ''. Because the domain name XXXX did not align with the domain for the Simple Finance checking account I have ( simple.com ), I suspected it to be a phishing scam. Nevertheless, I logged into my Simple shared account and found no notification whatsoever that there was any secure message waiting for me. So I ignored the email.
In the following days, I realized that I could no longer use the remote check deposit feature of my Simple shared account but thought that maybe it was a temporary issue. On XX/XX/2019, I raised this issue via Simple 's in-app support messaging.
XX/XX/2019, a scheduled transfer from my business checking account to my Simple shared account resulted in an error. Also on XX/XX/2019, I received a reply to my support message that directed me back to the secure email message.
So I went back and found the secure message, which asked me to verify my identity ( even though I already verified my identity when opening the account ) via color photos of my Social Security card, government ID and bank statements from a linked external account. I responded with those documents on XX/XX/2019, but I have never received a reply. I also called Simple by phone that day and was told I would receive a timely reply.
On XX/XX/2019, a transfer from my Simple shared account to a trading account of mine was reversed, generating a {$9.00} fee.
Also on XX/XX/2019, an automatic debit from my Simple shared account by my Internet provider was returned, generating a {$30.00} fee.
So I sent a follow-up reply to the secure message on XX/XX/2019. I have never received a reply. I also called Simple again on XX/XX/XXXX, and the customer service representative confirmed that my secure message had been received. I was told I would receive a timely reply.
After calling numerous other financial institutions to cancel or change automatic debits or payments, I called Simple a third time on XX/XX/2019 The customer service representative provided no information except to again confirm that my secure message had been received and reassure me that I would soon hear back.
It is now XX/XX/2019, and there has been absolutely no response to my repeated requests for a status update and explanation. My account remains frozen.
Company Response: Closed with monetary relief
2019-08-27
Chula Vista, CA
False statements or representation
Debt collection: Credit card debt
Attempted to collect wrong amount
Company Response: Closed with monetary relief
2019-08-27
Benbrook, TX
Managing an account
Checking or savings account: Other banking product or service
Cashing a check
Company Response: Closed with explanation
2019-08-27
Modesto, CA
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Application denied
Company Response: Closed with explanation
2019-08-26
Lewisville, TX
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Complaint: I have tried to pay off my credit card in full for the balance amount I had left. However, both times the payment was reversed by the credit card lender, BBVA. Subsequently the BBVA dinged my credit score by claiming I had missed a payment. This is despite trying multiple times to pay off my credit card in full.
Company Response: Closed with explanation
2019-08-26
Stanford, CA
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
2019-08-25
Chula Vista, CA
Problem when making payments
Credit card or prepaid card: General-purpose credit card or charge card
Problem during payment process
Company Response: Closed with monetary relief
2019-08-23
Portland, OR
Managing an account
Checking or savings account: Checking account
Problem making or receiving payments
Complaint: I had a bill pay service set up to pay the monthly charge one of my accounts. I closed the account that the service was set up for prior to the last automatic check payment reaching the company in the mail. The company mailed me the check since my account was closed. Once I received the check, I contacted my bank on XX/XX/2019 via their messaging service to have the funds from the check refunded to my account. The company put in a stop payment request on XX/XX/2019. I have been following up almost daily since then to determine the status of the refund. On XX/XX/2019 the bank responded to me letting me know that the refund would reach my account within five business days from the day the check is stopped. It had been seven business since the stop request when I received this answer. I called the bank on XX/XX/2019 and they responded via their messaging service that I would receive the funds " by the end of the week. '' This bank processes their returns at XXXX XXXX, so I checked today, XXXX, XXXX XXXX, to see if the refund had in fact been processed. It was not so I called the bank and was told since the bill pay service is " sunsetting '' that there was no timeline available as to when my refund would be processed.
Company Response: Closed with explanation