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 84
2016-11-28
Cedar Park, TX
Problems caused by my funds being low
Bank account or service: Checking account
Company Response: Closed with monetary relief
2016-11-28
Discovery Bay, CA
Using a debit or ATM card
Bank account or service: Other bank product/service
Complaint: I loaded $ XXXX into my BBVA Compass Bank Clearspend Card and the card was forgotten at the XXXX location.
My card was lost, and my money was fraudulently used. I immediately contacted Customer Service, and I have also provided a written Statement for Unauthorized Charges.
I was told to wait 10 business days, before I will receive Provisional Credit on my Account, which I have n't received.
Let me also point out that, the Cardholders Agreement states that " It may take up to 45-60 days to conduct its investigation on unauthorized transactions, but if by the 10th business days of receiving written Dispute Statement, and more time is needed, a Customer receives Provisional Credit, pending the determination of the Investigation ''.
I am just imploring this highly respected Financial Service to honor its words, as stated in the Cardholders Agreement.
Everytime I call to inquire about the investigation, its always a problem, as the representatives are rude, and have no update to provide. It makes me wonder why these Banks do things and we all keep quiet ...
Company Response: Closed with monetary relief
2016-11-28
Seneca, SC
Using a debit or ATM card
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-11-26
Salton City, CA
Application, originator, mortgage broker
Mortgage: Other mortgage
Complaint: I applied for a construction loan earlier this year with a medium sized bank. The senior loan officer clearly knew how much I needed to fund the project. The bank and the mortgage broker had indicated the bank could fund up to 90 % of the appraised value. However on two separate occasions ( most recently XXXX XXXX ) I received a conditional approval for only 50 % loan to value. I believe this was not incidental, but intentional. This was after stringing me along for months and months with repeated requests for documentation that I had already sent, but it had misplaced or lost.
Their process is deceptive and has placed me in a vulnerable position. If I want the project to go forward I am forced to put in a sizable amount of money. This is bad for me, but good for the bank because its risk is lower with a 50 % LTV than a 75 % 0r higher LTV.
Company Response: Closed with explanation
2016-11-23
Aurora, CO
Deposits and withdrawals
Bank account or service: Checking account
Company Response: Closed with explanation
2016-11-23
Quartzsite, AZ
Problems caused by my funds being low
Bank account or service: Checking account
Complaint: The bank 's mistake led to overdraft charges on my account. The bank 's discriminatory practices will not allow me to make ATM deposits on weekends or holidays. Charges that where apparently on hold where not included in my available balance. After making several charges, the charges on old then appeared forcing my account into a negative balance. The bank then added several XXXX dollars in overdraft fees. The bank refuses to deduct the overdraft charges and places the blame on the consumer.
Company Response: Closed with explanation
2016-11-22
Jacksonville, FL
Account opening, closing, or management
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-11-21
Katy, TX
Problems caused by my funds being low
Bank account or service: Checking account
Company Response: Closed with monetary relief
2016-11-21
Morrison, CO
Making/receiving payments, sending money
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-11-21
CA
Rewards
Credit card:
Complaint: I opened up a credit card with BBVA Compass. The credit card came with a promotion of getting XXXX points worth a {$100.00} statement credit after opening up the credit card and then making {$1500.00} of purchases within a time limit. I have made the purchases within the required time limit and have not received my points. I received a voicemail message from BBVA Compass on XXXX XXXX, 2016 admitting that I had met the terms of the promotion and that I would receive the points within 2 weeks. It is now XXXX XXXX, 2016 and I still have not received the points that I was promised.
Company Response: Closed with explanation
2016-11-21
Phoenix, AZ
Account opening, closing, or management
Bank account or service: Checking account
Company Response: Closed with explanation
2016-11-21
Glendale, CO
Managing the loan or lease
Consumer Loan: Vehicle loan
Complaint: I took a vehicle loan out with Compass BBVA over 2 years ago and have always made my payments. Earlier this year there appeared to be an issue with my insurance renewal not meeting the correct coverage and Compass decided to take their own insurance out on the vehicle. They did this without ( i ) notifying me ( ii ) informing me that my existing insurance did not meet their requirements ( iii ) providing any evidence whatsoever that a policy had been taken out ( iv ) with exceedingly expensive premium ( way above any normal insurance cost ) ( v ) without any regard to the fact that I already had insurance and account for the money already spent. I was contacted by Compass BBVA on the XXXX Septemebr 2016 to make a payment on account, at which point I queried with them the additional costs. I refused to pay the additional cost and placed the item in dispute for someone to call me back to discuss. Instead I paid the normal monthly installment so that it would not affect my credit. No return call was made. I then made a further call to discuss the matter and customer services could not locate my account due to an error in administration when inputting my social security number. I was therefore not able to discuss the account further. I then filed a complaint with Compass as to why I could not discuss my account with anyone. After their investigation they apologised for inputting my social security information in wrong, I 'm amazed that they could not locate my account information by anything other than my social security. Still to do this day I have never been contacted about this other than to demand money yet they have gone a placed a late payment marker on my credit profile. This is an absolute disgrace. Please assist with this issue. A late payment marker should only be applied to an account that has its normal monthly installment late, not when the installment has been made and an item that does not relate to the contractual sum is placed on the account and then disputed.
Company Response: Closed with explanation
2016-11-18
Krakow, WI
Account opening, closing, or management
Bank account or service: Checking account
Company Response: Closed with explanation
2016-11-18
Garland, TX
Account opening, closing, or management
Bank account or service: (CD) Certificate of deposit
Company Response: Closed with explanation
2016-11-16
Texarkana, TX
Account opening, closing, or management
Bank account or service: Checking account
Company Response: Closed with explanation
2016-11-16
Encinitas, CA
False statements or representation
Debt collection: Other (i.e. phone, health club, etc.)
Attempted to collect wrong amount
Company Response: Closed with explanation
2016-11-15
Disclosure verification of debt
Debt collection: Credit card
Not given enough info to verify debt
Company Response: Closed with explanation
2016-11-15
Disclosure verification of debt
Debt collection: Other (i.e. phone, health club, etc.)
Not given enough info to verify debt
Company Response: Closed with explanation
2016-11-15
Oak Grove, MO
Managing the loan or lease
Consumer Loan: Vehicle loan
Complaint: BBVA Compass-I have a car loan thru this horrible company. Today is XXXX and I called to make a payment. I knew I was late and I was prepared to pay a late charge. The representative stated that I had a late charge from XX/XX/XXXX too! In XX/XX/XXXX, I called and made that payment thru a representative. Not once did he/she mention a late fee! No one has called about this late fee. I have not received a letter. Nothing! How can they assess a late fee and never tell you?!?! I refuse to pay a late fee that I was never informed of.
Company Response: Closed with monetary relief
2016-11-14
Aubrey, TX
Account opening, closing, or management
Bank account or service: Other bank product/service
Company Response: Closed with explanation
2016-11-14
Vallejo, CA
Unauthorized transactions/trans. issues
Prepaid card: General purpose card
Company Response: Closed with explanation
2016-11-14
AL
Using a debit or ATM card
Bank account or service: Checking account
Complaint: I filed a complaint with BBVA Compass bank regarding XXXX charges from XXXX for {$1500.00} and XXXX for {$360.00}. The disputes were denied. I provided 3 second opinion letters. Each letter were from business that I have a close relationship with and had done business with in the past. It is hard to obtain a second opinion letter from a merchant who as no know of your character or person. XXXX XXXX is a small town shop and their letter was not considered good enough because it wasnt on letterhead paper. BBVA Compass had not clear reason for denying my claim besides the small company did n't provide me with fancy letter head.
All three second opinion letters advised that the vehicle in question was falsely advertised. My credit card information was given to the consumer by an unauthorized third party. The vehicle and repairs in questions were not warranted because the vehicle was not repairable and has several electrical problems. My credit card should have been deactivated and issued a new one and I should have been refunded. I have not been allowed the ability to appeal the decision. I have lost {$1800.00}, due to the mishandling of my dispute.
Company Response: Closed with explanation
2016-11-14
Houston, TX
Using a debit or ATM card
Bank account or service: Checking account
Complaint: Dispute No. : XXXX Institution has, as of this date ( XXXX ), taken 205 days without resolution to unauthorized charges to my debit card. I am aware the institution is aware of the rules regarding reporting of theft of ATM cards, however I will restate the law as below : Consumer Liability for Unauthorized Transfers : Electronic Fund Transfer Act - Regulation E ( 12 CFR 205.6 ) Event Timing of Consumer Notice to Financial Institution : Maximum liability : Loss or theft of access device. Within two business days after learning of loss or theft lesser of {$50.00}, OR total amount of unauthorized transfers Loss or theft of access device.
Notice to the Financial Institution. At the consumer 's option, notice may be given in person, by telephone, or in writing. ( Section 205.6 ( b ) ( 5 ) ( ii ) ).
15 U.S. Code 1693g - Consumer liability ( b ) BURDEN OF PROOF " ... the burden of proof is upon the financial institution to show that the electronic fund transfer was authorized ... '' This dispute is a simple theft of an ATM card. According to all applicable rules, the institution was notified with 48 hours of the theft. The institution 's claim that any additional paperwork was not received is completely irrelevant under the actual notification rules. The institution has further received all requested paperwork subsequent to notifying me including a signed affidavit that I did not make or authorize any other party to make the charges, a police report in which I stated the card was stolen without my knowledge and I did not authorize any other party to make the charges, and further proof that additional property was stolen on the same date, for which I filed an insurance claim for replacement ( XXXX ).
I have tried several times to speak reasonably with the institution and have been assured by the branch, the branch manager, various dispute representatives, and other parties within the institution that the issue would be resolved. Filing with the CFPB is the only way I get a response. Response to my legal counsel so far was simply another restatement that the issue was " under investigation. '' I started out with the impression that the institution was providing good customer service and protection against criminals who managed to subvert their security measures. However, as this has dragged on now for well over six months, I am pretty much at my wit 's end and limit of frustration.
I have gained nothing from this. I have spent significant money in legal expenses. I have incurred additional financial penalties to withdraw funds from other sources to cover the loss. I have put my engagement on hold as well as my vacation in which I had already invested unrecoverable costs in reservation of lodging. In short, this has significantly disrupted my life. The rules are written in such a way to protect the consumer, as if the bank were simply allowed to retain the funds and decide internally whether the transactions were authorized, the institution would always decide in its own favor. In any case, the burden of proof is on the institution, and they can either follow the rules or take me to court for fraud. However, placing the burden on me of proving to them I did not make the charges, and placing the burden of legal expenses on me to fight the institution is just wrong. At this point, even if the issue is resolved per the rules, I am already out around 50 % of the value of the losses including all the time spent on the phone with the bank, in the bank, gathering paperwork after the fact as the institution failed to notify a request for additional information ( I have already stated no paperwork was received at my current address and no representative has provided anything showing notice was sent certified mail ), and generally given an endless run-around for over six months.
Company Response: Closed with explanation
2016-11-14
Bordersville, TX
Billing disputes
Credit card:
Company Response: Closed with explanation
2016-11-13
Dallas, TX
Making/receiving payments, sending money
Bank account or service: Checking account
Company Response: Closed with non-monetary relief