BBVA FINANCIAL CORPORATION

2017-01-26

Scottsdale, AZ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Regarding case # XXXX with BBVA Compass Bank, I receives a letter and I responded and when I did they said the act was charged off and the could not tall to me and to call recovery ( XXXX ) XXXX, they said they could not help and for me to go to the branch, branch said to call this #, they are giving me the run around and said that the account is charged off. Told me to pay the {$140.00} and all that is insuffient fees that I should have not been charged with in the first place, I am so upset.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-25

Manteno, IL

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Opened a Simple account XX/XX/2016, linked my local bank to the account, made a couple of EFT 's from my bank and then started using it for purchases in XX/XX/XXXX. Made a {$2000.00} EFT in XX/XX/XXXX that was debited from my bank balance, yet is in limbo in the Simple account. That transfer seems to have triggered a review and verification. As of XX/XX/XXXX, my account has been frozen with an original standing balance of {$1200.00} and the XXXX not added to the total balance but shows up in the ledger on the phone app. I was asked to submit my ID, SS card and 2 recent bank statements in PDF format. Several calls, messages and months later, my account remains frozen and unverified. I spoke with a manager today and was told that the PDF 's I sent them directly from my bank looked scanned are not acceptable. I asked if I could have the entire {$3200.00} transferred/deposited back into my bank account and was told, " no ''. I asked how else I could get this resolved and they had no answer. I 've used PDF 's from my local bank for verification with other institutions in the past without any issues. Simple seems to think my bank has a problem generating the proper documents, yet they have no other solution for me to submit the proper forms for verification that would unfreeze my funds.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-24

Brownsville, TX

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-24

Houston, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Sun City, AZ

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Oakland, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Discovery Bay, CA

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: I am a victim of online scam, Met a person online, I needed some money to pay my bills, he said he was going to help me.I trusted him and gave him my personal information. He than sent me a check, Told me to deposit it in my bank account. it was for a about XXXX, He said I could keep XXXX for my bills and to send him the rest. well like a desperate fool I did just that, I was so happy and relieved for his help. I had gotten a 3 day notice. He told me I should deposit it through Atm window, at my bank, Which was XXXX XXXX XXXX, I did as told, However I only got XXXX, back I was grateful for that, I went and paid some of my bills. With the XXXX, Well my happiness turned into everything but, When the bank called me and told me they were going to close my account, because the check was fraudulent, The bank said they would red flag me and I would not be able to open a bank account ever again, And that I needed to pay that money back ... Now I was more in dept Than before, I had no Idea. I called the police and made a police report, Submitted to the bank, The police were very helpful, after I explained that I was scammed, I felt like a fool. They reassured me That they would let the bank know that my actions were not intellectual. This happened about 6 months ago, I have not payed them back, I am on a fixed income with social security benefits of XXXX per month, I explained to the bank, They were not hearing. I suffer from XXXX, XXXX, and XXXX, I got XXXX of XXXX and being XXXX, I isolated myself for months still am. The police advised me to apply for life lock. And I did, because I was afraid he would steal my identity too, I had given him all my personal information, address, social security, Bank account information, he had told me he would deposit money in my account, It was all lies, I tried to open a bank account online with BBVA, for their second chance program, In hopes that i would be able to apply for a online loan through XXXX XXXX, And catch up to some of my bills which are still outstanding ... However your program or XXXX gave me a negative credit score. I feel like I take XXXX steps forward, just to be pushed XXXX steps back. How am I suppose to ever get out of this whole, Being a senior minority woman with a XXXX I feel stuck. Please tell what my rights, If any, How I can resolve Bank issue, My charactor is tarnished with all banks, I do n't know what to do .... Please help me get my dignity back, So I may be a part of this society ... Thank you for taking the time to read my story ...
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-23

Mesa, AZ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-22

Bellevue, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have 2 issues with BBVA Compass Bank. 1 ) They failed to pay my homeowners insurance in a timely matter. Insurance was due XX/XX/XXXX and not paid until XX/XX/XXXX.We advised BBVA Compass the first payment was not received. Upon receipt of the copy, they did not include any identifying information. After 3 weeks of dispute, BBVA Compass finally issued a 2nd payment on XX/XX/XXXX. We were being held responsible for the 2nd payment. 2 ) After being told not to worry about a hit on my credit if the XXXX payment was received on XX/XX/XXXX, I took a hit on my credit. My wife and I were told as long as we closed by XX/XX/XXXX, XXXX Mortgage could not mark our credit. We were told we had 45-60 days to get the payment to them without penalty. XXXX gave me this information. XXXX Mortgage did mark our credit as a late payment for both XXXX and XXXX. I called XXXX Mortgage on XX/XX/XXXX with no response. After making attempts through the credit bureaus, as instructed by BBVA Compass - XXXX - and being denied, we again went to BBVA Compass and requested a letter after finally hearing from XXXX of XXXX Mortgage on XX/XX/XXXX. XXXX now does not recall saying anything about closing by XX/XX/XXXX but does admit that we were told XXXX Mortgage could not, by law, mark our credit for 45-60 days. He " recalls '' that another coworker, XXXX, told us this. Totally untrue. It was 100 % XXXX that told us both pieces of information. We requested a letter XX/XX/XXXX from BBVA Compass via XXXX. Indications were it would not be an issue. We received the letter on XX/XX/XXXX. In the letter, BBVA Compass put the blame back on us in the letter. We sent the letter to XXXX of XXXX Mortgage to see if the late payment would be removed. On XX/XX/XXXX, XXXX Mortgage denied making changes due to the information in the letter from BBVA Compass. A change to the letter was denied by XX/XX/XXXX and they have not given reason as to why. Information provided by XX/XX/XXXX was, as we have now been told by BBVA Compass, was incorrect. We acted on that information. BBVA Compass is now denying that information was given to us even though it was admitted that we were told XXXX Mortgage could not mark our credit. WE WANT THIS REMOVED FROM OUR CREDIT!! We have no other late payments. We create a bill, we pay our bill. BBVA Compass has a responsibility due to misleading practices and negligent supervision for XXXX. I have requested contact from the CEO as well. We are going on 10 days with no response.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-20

Austin, TX

Rewards

Credit card:

Complaint: On XX/XX/XXXX, my accounts payable department notified me that a canceled company credit card in my name was accruing finance charges and late fees. They said that Compass would deal only with the account holder and that I had to call personally. I called and spoke to a CSR who verified that the charges were resulting from a {$2.00} charge that had grown to {$65.00} by the time of the statement date ( XX/XX/XXXX ). It appears that it 's been growing at the rate of about {$20.00} per month. Apparently, the {$2.00} began as a " rewards '' check sent to our company for using the credit card. Naturally, accounts receivable cashed the check along with all the other checks we receive from customers each month. Subsequently, Compass rescinded the check ( we 're not really sure why and do n't understand their reason ), which then generated a charge of {$2.00} on a credit card that was verified to have been closed and inactive. Because of this, we were n't monitoring the account closely. When the amount rose to {$65.00} on a closed account, it caught our attention and this was how we learned about the reversal of the rewards check. I asked the CSR for a supervisor who verified the narrative, but said she was unable to reverse the charges. I told her that this business practice ( sending a minuscule Rewards Check, rescinding the check, converting to a liability, and then accruing disproportionately large penalties ) was liable to entrap most businesses and their consumer employees. She decided to conduct some research and get back to me several days later. When she said that there was nothing she could do other than sympathize, I told her that I was going to file a complaint with the state regulator. Amazingly, she suddenly found the ability to reverse the bogus charges and close the account. I 'm filing this complaint today because I believe that they are using a predatory business practice that intentionally defrauds customers, deflects them when they complain, and only relents when threatened with a complaint to the regulator. Since most business customers will never catch such tiny amounts and most consumer employees do not have the time or wherewithal to pursue this discrepancy, the likely result is that they will generate a windfall of revenue with relatively low risk of apprehension.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-19

Lakeview, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-19

Liverpool, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2017-01-19

SC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I currently have accounts with BBVA Compass that are frozen : They are : XXXX CHECKING balance {$1500.00} XXXX SAVINGS balance {$3000.00} XXXX SAVINGS balance {$25.00} XXXX CHECKING balance {$22.00} CLEAR CHECK balance {$4100.00} ( pending dispute resolution ) I have requested that accounts be closed. Please advise why accounts without pending dispute resolution cant be closed, or at very least the approximately {$1700.00} that is not due to provisional credit be made available. Again was placed on hold for more than 2.0 hours this evening. My money has been held for more than 90 days and just in the last 2 days over 6 hours on hold, no resolution. PLEASE HELP, or I will have no choice but to seek legal assistance. It is my understanding that
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-19

SC

Account opening, closing, or management

Bank account or service: Savings account

Complaint: BBVA COMPASS HAS RESPONDED TO COMPLAINT BUT IS ONLY RESPONDING ABOUT ONE ACCOUNT AND IS IGNORING COMPLAINTS ON OTHER ACCOUNTS. ALSO, I HAVE RECEIVED NO CALL FROM AN INVESTIGATOR AND HAVE LEFT MESSAGES AND FAXES FOR XXXX XXXX MANY MANY MANY TIMES AND GET NO RESPONSE. I WANT TO KNOW WHEN TO EXPECT THIS ISSUE RESOLVED. I JUST WANT THE ACCOUNTS CLOSED. AS I EXPLAINED TO " XXXX '' CUSTOMER SERVICE FLOOR MANAGER, THE FINAL DISPUTE OF XXXX TRANSACTIONS WAS DUE IN LARGE PART TO LACK OF COMMUNICATION FROM BANK. CAN YOU PLEASE ADVISE WHEN TO EXPECT RESOLUTION?
Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-18

San Clemente, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-18

Dallas, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have a checking account with BBVA Compass Bank. I used my debit card two times on XXXX/XXXX/17 and the I had a loan payment of {$310.00} come out on XXXX/XXXX/17. this was a bank draft payment. the bank arranged my debit payment to cler after the bank draft payment to come out after my debits thus charging me XXXX overdraft fees. I do n't agree with them arranging payment to charge more fees. I am a single mother and I need my money. they have also charged me and extended over draft fee of {$25.00}. I am being charged over {$100.00} in fee because of their greed this need to be fixed.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Atl, GA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

Bloomington, MN

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: I have a line of credit with BBVA Compass for Overdraft Protection. Although this is an open/active credit account, BBVA does not report it to my credit report. I have raised this issue with them, and they tell me that I need to contact the credit bureau. I contacted the bureau, however it is only possible to file disputes for existing information inside of the credit report already. I can not locate an option to 'add ' a tradeline to my credit report- really it is the financial institution that needs to do this. Additionally, I have to say the service at BBVA is not well. Their is frequently a language barrier, the bankers do not know the products or services. Additionally, they do not give consumers all of the available options to avoid fees- that is to say they retain control in order that they can charge fees. Ex : If I forsee needing my OD line, I can not advance it ahead of time. The bank advances it for me, and then charges me {$12.00}. As such, I never use the line because they do n't see fit for me to control my own money. It seems to me they have this practice to charge more fees to consumers. I guess the 22 % APR is n't enough.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-18

SC

Account opening, closing, or management

Bank account or service: Checking account

Complaint: WOW ... still no official response from BBVA. Tried contacting them today and was placed on hold for more than 4 hours total. Was told that accounts were closed and money was on way. When I questioned it with later rep was told that was not the case. Was told my only options were to call earlier or visit a branch. Requested a supervisor and was hung up on.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-14

CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I received a message of a charge to my debit card of {$550.00} to a hotel in a place Ive never been and called the hotel, then my financial institution to dispute this. I receive these messages for every purchase I make. Since I 've made several in 4 days, I was n't too concerned with opening the statements. However, as I reviewed my statement, there were several notable charges to my card that had enevitably wiped my entite account balance out out. I subsequently made a report with the hotel chain and called my local law enforcement filing yet another report. The following day, as I had to work all night, I provided law enforcement with copies of my account statement. I inquired to the financial institution on the status of this investigation and the following day several more times. I called every merchant yo inform them the transactions were not authorized. Some I received confirmation on, one attempted and others just reluctant to help at all. My financial instituion wo n't tell me when or if I will ever see my money back. I have called several times to the point they messaged me and said if I called anymore about that issyecIbwould be blocked from calling and only left to message. I 'm out money, plans, bills being paid, gas, food and no one seems to care. No one can provide any information and even when I ask if this account is Federally insured, I get the dispute team is working on it and when they have an answer they 'll send a message! No time line no nothing and then told to quit asking! I have read reviews on this finisvisk institution and have to say there seems to be some questionable dealings going on with what they do to their customers. This, in itself, should be investigated.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-14

SC

Account opening, closing, or management

Bank account or service: Savings account

Complaint: Received statements showing {$3000.00} in Savings, sent another request to have it closed and money returned to me. Still nothing.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-13

San Diego, CA

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-12

Arlington, TX

Late fee

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-12

Hillsdale, NJ

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2017-01-11

Birmingham, AL

Application, originator, mortgage broker

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response