BBVA FINANCIAL CORPORATION

2016-12-31

VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I was notified XX/XX/XXXX that my account had been frozen because the bank noticed a Security/data breach to my account. When I was able to contact them XX/XX/XXXX I was told they would only be able to unlock my debit card one time for an ATM withdrawl. I had informed them that in two days ( XX/XX/XXXX ) there would be a direct deposit from my employer that I would need access to in order to pay my rent, utilities, gas for transportation and food but that I needed access to the funds that were currently in the account in order to put gas in my car so I could drive home from work, 40miles away. They did unlock the debit card that evening then locked it down again. On XX/XX/XXXX the direct deposit from my employer credited the account as I had told them. I called again and was denied access to my debit card. I was then told I would be able to do an electronic transfer of funds to an outside account, but when I attempted to do so, I was not able to. When I called again they said they were mistaken and I would not be able to transfer funds after all. I then demanded a check immediately be expedited to me to be in my hands no later than XXXX XX/XX/XXXX. To which their response was I would get a check only AFTER they had completed closure of my account and that could take up to two weeks!!! This is n't THEIR MONEY ... ITS MINE! I earned it, I trusted them to keep it safe and they messed up and now they 're holding MY MONEY hostage! I ca n't wait two weeks to eat, to have gas to get to work every day, to pay my rent or my utilities! That 's not acceptable at all, not in any way, shape or form! We 're not talking about " extra cash '' someone may have lying around, this is EVERYTHING I have! My ONLY source of income! My only means for paying my everyday living expenses and they can only say : " Sorry for the inconvenience ''!? I 'm furious! I 'm beyond words with how angry, disappointed, violated..I feel!
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-30

Rncho Domingz, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I have an account in good standing with Simple bank. They misunderstood my comment that I am often abroad and misconstrued this as me living abroad permanently. They have decided to close my account while I am having XXXX done at the XXXX Hospital in XXXX. I have re-iterated to them that I am permanently resident in the USA in the state of CA and they have no cause to close my as account. They understand this but will not correct their mistake. I am very unhappy about this situation. I am XXXX and having XXXX and they are closing my account even though they admit there was clearly a misunderstanding.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-30

Scottsdale, AZ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Holding back a cash deposit and returned a bill pay and charged me the fee of {$38.00} and then charged me another {$38.00} for not having {$25.00} to transfer to my savings, why do I have to pay for not putting money into my savings account and auto transfer, right now my account is over drawn for {$110.00} and they will not reverse it, I feel this is not right. The bank is BBVA compass bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-30

MI

Account opening, closing, or management

Bank account or service: Checking account

Complaint: In XX/XX/XXXX I was notified by XXXX that someone used my identity to open a checking account at Compass Bank. I called XXXX, they directed me to call their parent bank, named Simple, at XXXX. I called Simple to let them know my identity was stolen, and they refused to tell me anything about the account. They refused to close the account, though I called multiple times and explained that it was a fraudulent account. I then did a XXXX call with XXXX and XXXX Bank in which the XXXX rep explained the confirmed ID theft. Simple rep said she would then close the account, but refused to send me anything in writing. I called Simple again on XX/XX/XXXX and again asked for a letter to confirm the fraudulent account was closed, the rep refused. She said the account was " no longer eligible for phone support '', that she had " to disconnect the call '', and I was not to call there XXXX asked to speak with a supervisor, was transferred to XXXX. He also refused to send a letter, said it was not their problem that someone opened an account there with my stolen identity, and their policy was to not provide any info or send anything in writing, not even to confirm they closed the account. I asked where they are actually located, he refused to tell me. He said they are an online bank, but said their physical location and the state in which they are registered to do business was " not pertinent '' to the conversation. I asked for a mailing address, he said he would not give it to me. I asked for anything to confirm they even closed the account, he said " this account is no longer eligible for phone support '' and that he had to " disconnect the call ''. Would not even confirm it was closed. He refused to give me an account number or any info at all about the account that I could have to document the fraud. I have no way of knowing if they even closed the account, and am very concerned that it is still open in my name.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-30

Fresno, CA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I recently deposited a check for final wages to from my employer and my financial institution-BBVA Compass- placed a hold on the funds. Due to the large amount, it was to be expected, and I had more than enough funds to cover my outstanding transactions. Unfortunately, my deposited check was returned, but instead of just reversing the hold, BBVA reversed the amount from my available balance. Ultimately, this resulted in twice the amount of my deposited check being withdrawn from my account. After numerous phone calls, I was left with, " The hold will drop off some time today. '' In the meantime, the bank has returned XXXX of my items and charged additional NSF fees.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-12-29

Atlanta, GA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: On XX/XX/XXXX, Simple Bank froze my account without telling me a reason why, but requesting bank statements for all external accounts linked to my account with them. As far as I was aware, the only linked account was the one from which the initial funding came, which was with XXXX, so I responded to their message with that information. After receiving no response, I looked again and noticed that there were two accounts I did not recognize that were showing up as linked to my account, so I sent another message stating so, and again received no response. I have called the customer support line multiple times trying to get any information about what is going on, if they need anything else from me, and to get an idea of when I could expect to be contacted or when the issue might be resolved. The customer service representatives claimed they were unable to provide any of this information and refused to transfer me to a supervisor or to provide contact information for anyone that could possibly answer my questions. I have been unable to access my funds for a week now, and Simple Bank is providing zero information to me. At this point, I have missed bill payments and have no money with which to buy groceries/gas/etc. and I have a rent payment coming up that I am afraid I will not be able to pay because my funds are inaccessible.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-29

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: ATM card stolen. Bank refusing to limit liability.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-29

OR

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XX/XX/2016 I was the victim of a phone hack ( which i didnt realize until about a month later ). Funds from my XXXX account were transferred to my Simple Bank account and then transferred to someone in XXXX using my XXXX app. there were XXXX transactions - XXXX for XXXX and XXXX for XXXX. There was XXXX additional transfer for XXXX from my XXXX card that was researched once i filed the dispute and found to be fraud and was reversed. I have been asking Simple to refund the fraud charges and they have said because they fall into a natural occurance, because one other time i used the XXXX app to pay a friend, they are not showing that it is fraud. I do not know anyone in XXXX. I have no cause to send them XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-27

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-27

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was paid through the sale of my home. The balance paid resulted in an over payment. BBVA Compass indicated that they were to issue a refund to me, for {$1200.00} processed on the XXXX. I contacted them on the XXXX of XXXX to inquire where my refund was. I was told that the check was mailed on the XXXX of XXXX, and that I needed to fill out an affidavit of indemnity for them to reissue payment, and that they would directly deposit the funds afterward. I did so, and then followed up with them, at which point I was told that they had mailed the check a second time rather then placing it in my account. They indicated they would stop the second check and then deposit funds, and that I should hear back on the XXXX confirming the same. I did not hear from them, but did receive the first check on the XXXX, which they failed to mail until the XXXX despite their representation. It is absolutely unacceptable that they could not simply tell me that they had only mailed the check two days prior from Alabama. I would of course been upset that it took them that long, but this whole ordeal and comedy of errors could have been avoided. I called back again on the XXXX, and was told by a supervisor that my funds would be in my account Friday after business hours, the XXXX. On top of that, they mailed my 2nd check to the wrong address. I did not receive my funds as promised. I called them again today, and they of course ca n't get a supervisor on the line. I was told they would have a supervisor call me, and I have not received a call. I have tried dealing with them and I am fed up. If I owed this bank a delinquent payment I would be assessed fines and collection calls. This is ridiculous that they ca n't competently process a refund, and continue to make false promises.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-12-26

Lewisville, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I have had XXXX overdraft charges. This is excessive. The accounting system at Compass Bank is terrible. News and media reports have this well documented. Compass Bank settles excessive overdraft class action for {$11.00} XXXX XXXX Complaints with excessive overdraft fees!! XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-26

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: ATM card stolen XXXX XXXX. : XXXX. Bank refusing to provide restitution. Bank will receive ongoing filings on here if they continue to avoid rules. I have lost my engagement, nearly lost my apartment 4 months ago, and my vacation I invested funds in I can not recover over this. Beyond angry and will attempt resolution w/ branch in person if necessary. Litigation imminent. Bank has no response to the issue. Bank is saying we know the rules and we do n't like them because they are n't in our favor, so we 'll just go ahead and keep the funds while asking for additional documentation, stalling, lying, passing the issue from department to department and jerking me around because bank security measures failed. Unacceptable.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-24

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Regarding claim # XXXX card was stolen, theft was reported in 48 hours, bank security measures failed to stop thieves from draining account or block card. Bank has received a signed affidavit I did not authorize the charges. Bank has received a police report. Despite clear law these are not legally required they were provided when requested and bank is using every measure possible to avoid obligations under federal law. If bank is behaving this way, they are doing the same thing to thousands of people and simply retaining the funds and assuming people do n't know the law or will simply grow tired of trying and give up. The bank is not the police. The bank is not allowed by law to police themselves and decide unilaterally whether a theft occurred or not. Instead of blaming customers, bank should augment its internal security measures on debit cards. I work hard for my money and I 'm not going to allow the bank to play games and waste my time when the law is clear. Bank has been reported to the XXXX and the OCC of the US Department of the Treasury. Also the continued responses on here that fail to answer why according to law the bank is retaining the funds are creating a pattern of evidence of clear illegal behavior. If institution can not employ adequate security measures on these cards, it 's their failing, not the customer 's.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-23

SC

Using a debit or ATM card

Bank account or service: Checking account

Complaint: During the end of XXXX XXXX, I attempted to use my debit card and was declined when it should not have been. Around the same time I received a call from a contractor that had been paid using XXXX XXXX advising that his bank had advised that if he deposited the check it would not clear. Number 1 that was extremely embarassing. I went to review the account and immediately noticed multiple charges from XXXX XXXX, SC a place that I had not traveled to since XXXX. Immediately alarmed, and having used the online dispute request prior, I thought the easiest thing would be to submit the account there. I quickly did the charges that stood out immediately but still concerned why I could not use my card I attempted to contact the bank unsucessfully. I sent messages through online banking which took days for response and very generic response. Go to branch and provide id. I would respond back, nearest branch XXXX hours away what are other options and what exactly am I going into the bank for. Finally got answer of where I could fax and scan and email a copy of my license to. I received no response as to whether it was acceptable or not. I continued to message and get generic responses. Day by day my frustration rose, and the complete and total lack of communication by the bank fueled XXXX frustration and helplessness. I backed off a few days and cooled off. I felt like when I called I spent extreme amounts of wasted time being bounced from department to department with no accountablity or information. Panic confused if I could not 100 % verify and recognize the transaction I submitted a dispute stating that I did not recognize and that I be provided further verification and information. I submitted it online and even stated that out of an abundance of caution that I was disputig. I no longer have access to online banking but I will say my messages were less than pleasant and still no response from bank other than the disputes show. Credit issued but account frozen. After calling local branch that was XXXX hours and speaking to a branch location to see if they could even help me since that was the one and only answer I could get from customer service was go to branch. It was not until I filed with Consumer Financial Protection that I was given detailed info. It was horrible trying to finally reach the one person in your whole organization that could help me. Once I did, oh my XXXX, I would have felt better after the call, if she had taken a XXXX it into a XXXX pieces and XXXX. At the end of the day, no matter how XXXX I am, and how many XXXX I may have, I dont care if I am XXXX. I am currently your customer and you have an obligation to help me. I am sorry that I choose to put the proceeds from the sale of my house into your bank. Even if my transfer to XXXX had gone through I sure to XXXX I had chosen a more customer driven organization and not relied on the award winning technology. Your bank has a disconnect from the technology to the people. After I hung up the phone it hit me that she mentioned mailing info to the XXXX address. Wait wait wait a minute. I havent lived at that address in 10 years. I called back and must have left XXXX messages to her and the lady at corporate security saying hold up that brings up a bunch of other questions. In the response to my first complaint Im told that they have tried to contact me and Im ignoring you. What a bad boy I am and I must be the XXXX and destroyed is how response comes across. Guest what you have been left voice mails, faxed online messages asking you correct the info that you have incorrect. I am finally told today we cant update the info while your account frozen. Dumb, dumb, dumb. How can u say you contacted me when you know your sending it wrong
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-22

Doylestown, PA

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-21

Saint Augustine, FL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-21

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: ATM card stolen. Bank not honoring law regarding burden of proof and reporting requirements. Action will also be filed with the Office of the Comptroller of the Currency.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-21

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: ATM card was stolen. Bank security measures did not prevent thieves draining account. Bank is violating federal law by refusing restitution. I will continue to file these complaints and proceed with legal action until bank complies with federal law reporting requirements regarding debit card theft.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-20

Riverview, FL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-20

TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: Dear Financial Consumer Protection Bureau Representative, I am writing to inform you of a compliant about my checking account that I would like your organization to investigate with BBVA Compass. On XX/XX/2016, I was charged two overdrafts for a XXXX dollar debit for a XXXX charge, and for a XXXX dollar debit for another XXXX charge. When you look at the 2nd picture that I have attached with this complaint, my balance before the XXXX dollar charge was XXXX on XX/XX/2016. And, my balance the before the XXXX dollar charge was XXXX. So, clearly, by looking at the 2nd image, I did not have insufficient funds for those two items, but, yet, the bank charged me two overdraft fees. Please see image 1. Every other transaction after the XXXX dollar transaction was a debit card transaction, which should have stopped when my account reached a zero balance because I opted out of debit card authorizations, when there would be no money on my account. Yet, the bank allowed me, by mistake, to go over and then charged me two overdraft fees on those items mentioned above.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-20

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: As I explained before ... .your " investigation '' is totally irrelevant to the law. The consumer is NOT REQUIRED to prove they were robbed because that is impossible ( the burden is on the BANK ). Every response provided here will be used in court. Regardless of whether the police report aided your investigation or not is NOT my problem. I was robbed and the main reason anyone keeps money in a bank is for the bank to provide protection against theft. You are required BY LAW to refund the money or take me to court for fraud ( I welcome that ). Every response you provide will only be further evidence the institution is intentionally avoiding federal consumer law. You are wasting my time. Have your legal department call me or my attorney or we will file in court and request maximum damages plus attorney fees and hand this judgment over to an experienced trial attorney who will file a class action and subpoena all the records of claims vs denials. The law is written specifically so the bank can not deny claims by attempting to place negligence on the customer. Not only is this theft by the institution, but an attempt to avoid your own failure of lax security measures. This will come out in court if you choose this route.
Company Response: Closed

Disputed: Yes Timely Response

2016-12-19

Beaumont, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-12-16

Adams Gardens, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-16

Houston, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I closed a checking account with BBVA Compass several months ago. I received a letter, with no prior warning, this month that the account was overdrawn by {$9.00} XXXX due to a service fee assessed AFTER the account was closed ) and would be sent to collections. When I called and demanded that the account be refunded the {$9.00} charge and closed out, I was held XXXX and told that unless I paid the {$9.00}, my credit would be damaged. I paid the {$9.00} under duress, and believe XXXX should be held responsible.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-12-14

Effingham, KS

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I opened an account with Simple, which used Compass Bank as the bank partner. On XXXX XXXX, a garnishment was placed on the account, and the account was locked. On XXXX XXXX, a deposit was denied due to the locked account. In second attempt, on XXXX XXXX, that deposit was allowed. Now the deposit is being held by the bank. This money is not supposed to be in the account in the first place. Simple refuses to release that money. If the account is locked, how can a deposit be accepted? Simple refuses to help and refuses to admit their error. My information is as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX KS XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response