BBVA FINANCIAL CORPORATION

2016-11-12

AL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: My bank, BBVA Compass, does not have fees associated with ATM usage. However, I was charged fees from BBVA in addition to the fees applied to the amount I withdrew from non-BBVA ATM 's. XXXX fee reads " USAGE ATM FEE '' and the other reads " SURCHARGE FEE ''. The dates and amounts are : XXXX - Surcharge {$3.00}, Usage {$2.00} XXXX - Surcharge {$6.00}, Usage {$2.00} XXXX - Surcharge {$2.00}, Usage {$2.00} ATM withdraws with my other bank, XXXX XXXX, does not have fees applied on the same ATM 's. I called BBVA Compass to request a reversal and a stop to these charges, but I was told to call back. The BBVA Compass website reads the following in regards to ATM fees : " BBVA Compass customers can withdraw cash with their BBVA Compass Debit Card or ATM Card without a fee at nearly XXXX BBVA Compass XXXX in the United States. Withdrawals, deposits, transfers, and balance inquiries from ATMs at other financial institutions in the United States may be assessed a fee. You may also be charged a fee by the ATM operator or any network used. You may be charged a fee for a balance inquiry even if you do not complete a funds transfer. Please see your applicable account disclosure for additional information. ''
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-11-12

Scottsdale, AZ

Account opening, closing, or management

Bank account or service: Checking account

Complaint: Our former bank, BBVA Compass, notified us that they would begin charging us a monthly service fee effective XXXX/XXXX/16 if our balance with them fell below a certain amount. To avoid this, we closed our account at that bank in XXXX 2016, and in doing so, paid off the outstanding balance on our Overdraft Line of Credit associated with that account. In XXXX 2016, we received dividend payments via EFT transfers that were directed to this now closed account. Rather than reject these payments back to the originator because the account was closed, BBVA Compass elected to open a bank account in our name, illegally, without our authorization, without notifying us and by reusing our old account number in order to accept the credits. As the balance in the illegally opened account fell below their minimum requirements, BBVA Compass assessed us their service fee in late XXXX. This fee caused our account to be overdrawn, so BBVA Compass advanced funds from the Overdraft Line of Credit that they established, illegally, in our name, without our authorization and without notifying us they did so. Subsequently, we received a notice re : the Line of Credit Advance from BBVA Compass ; we then contacted them to learn what had happened. Because our account was closed, BBVA Compass should have returned/rejected the initial EFT transfers as required by standard XXXX regulations and sound business practices. They should not have opened a new bank account and established the Line of Credit on our account WITHOUT permission and notification. They have indicated that they will not acknowledge these errors are their fault, nor will they reverse the transactions processed into these illegally opened accounts. How many other customers has this happened to? We are insisting that the bank refund our credits and delete the charges. The bank is opening up accounts in clients names without their knowledge just like XXXX did to their customers.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-11-11

Oro Valley, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Our monthly mortgage payment increased due to a shortage in the escrow account. To keep our monthly mortgage payment the same as before there was an escrow shortage, we had inquired as to the amount to be paid ( additional escrow amount ) to maintain the same monthly payment ; the service representative undertook some research and gave us a figure which we were assured, that when paid, the monthly mortgage amount due would be the same as it was before the escrow shortage. The shortage was paid in full whilst talking with the service representative. Due to the timing of the payment ( XX/XX/2016 ), the XXXX payment would be a higher amount with the XXXX payment reverting back to the same amount prior to the escrow shortage. Unfortunately, the XXXX mortgage amount due is {$210.00} higher than the amount prior to the escrow shortage. I contacted BBVA Compass and discussed this at length with them and was told that the monthly payment could not be lowered any further even if I made an additional escrow payment to cover any shortage.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

Briaroaks, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-11

Magnolia, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: In accessing business accounts via internet the Monday morning there is record showing the account holder having logged-in right after XXXX, Sunday morning ( ~ 32 hours earlier ). NO money had been moved out of the accounts. Only one PC is used for online banking, no mobile devices, no accounting/financial software interacts with online banking, and only one user with access. Log-ons are registered by user, and the likely reason that this " unfamiliar '' log-on was noticed - and which has never occurred before. Go to the local branch office, and they contact their online banking and fraud depts.. This is the first time it is confirmed that we did indeed not log in ( i.e., our profile had not been used for the log-on ), but it was recommended that all accounts be closed and new ones opened. More than an inconvenience in itself, but my problems start when I insist that I want to know more about the log-on. Why treat symptoms when the cause of the ailment is unknown. Among the many bank representatives I have spoken to over the last two weeks I have repeatedly been told that this was caused by mobile apps or bank system updates or financial software logins, but incidentally, more than one of these reps. have happened to mention that they do not see the particular log-on from their side of the system?? This I would have thought would ring alarm bells with a bank, especially when I am sitting with proof ( a screenshot ) that shows their own system having made an entry on our account profile that tells us that the user logged into the accounts/ account profile at this particular time. The screen shot was initially shown to the branch rep. who initiated the closure of the accounts, and it was later forwarded to the bank 's online-banking dept. ( attention one named person ). Why do I pursue this? Simply because I do not know what the log-in event represents so why set up new accounts, and with the bank not being able to even see the log-on event, they are in no position to explain it ( yeah, right ). The owner of the system is clearly in a position to tell what triggered a log-on message to be left in the account profiled. But, I am expected to accept that they will not explain what happened ; I shall just remain ignorant and set up new accounts - and blindly trust the bank in spite of this event? A system update event has been provided as the most common explanation by the reps., but not one rep. has confirmed that they are being overrun by customers calling because they all have found log-on events because of a system update.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-11

Boston, MA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I use BBVA Compass for my banking as a long-time customer ( approx. 15 years ), even though I recently moved out of their region. My direct deposit was supposed to hit my account today ( XXXX/XXXX/16 ), but the bank is saying that because it is a holiday, they wo n't process it until Monday, the next business day. For an automated electronic transaction, this makes XXXX sense to me. Are their ATM 's turned off today too? I also tried to set up an electronic transfer online to send some money tomorrow ( in the hopes that it processes by then ) to my ex-wife so that my kids are taken care of, and received a message that the transaction could n't be processed because of the holiday. When I called customer service to complain and ask for an explanation, I was told repeatedly ( XXXX calls throughout the day ) that they have had a software update, and their customer service personnel have no access to accounts. On my last call, I was placed on hold for 25 minutes, and when the " supervisor '' picked up, he promptly hung up as soon as I said hello. Although I expressed my frustration and the fact that I deem this level of service unacceptable, at no time was I rude or engaged in personal vitriol. If a financial institution is going to forbid access to its customers accounts, or refuse to process something as simple as a direct deposit, I believe that it should be required to notify its customers to that effect. The fact that many people are on payroll schedules that might fall on a holiday is a common occurrence, and one that I have seen dealt with before ( I work in XXXX ).
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-10

Briaroaks, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-11-10

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: BBVA did XXXX unauthorized distribution out of my escrow account in XX/XX/XXXX. I called numerous times for them to resolve the issue and they say it is a system issue and that they need to " reconstruct '' the account and that they need more time to solve their system issue. I have personally calculated all the escrow payments and disbursement and get back to their " incorrect '' ending balance that they are saying is correct. I have given them time to fix the issue or provide a solution that has n't been resolve from my first call on XX/XX/2016
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-11-09

Denver, CO

Problems caused by my funds being low

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-11-09

Ivalee, AL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-07

Bedford, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: BBVA COMPASS - ( ACCOUNT NUMBER XXXX ) XX/XX/2016 BBVA COMPASS FRAUD and INVESTIGATION Department RE : account number XXXX To whom it may concern : On XX/XX/2016, I received an email from your bank indication fraud was impacting my checking account. In fact, {$3300.00} was stolen from my account after BBVA COMPASS allowed someone to compromise it. I called BBVA COMPASS that evening and could not access my account as passwords and security questions had been changed. After a quick investigation by BBVS COMPASS, I was told someone called in to their customer service to change information, followed by the creation of a 'WALLET ' access to my account, followed by a request for a new debit card, and finally on XX/XX/2016 the {$3300.00} in purchases and debits were taken from my account. All happening in OHIO or IOWA. Prior to the big day of XX/XX/2016, BBVA COMPASS sent a new card to the criminal and sent a new card to me. That makes two active cards numbers on one account. The account was closed immediately by BBVA COMPASS and a new one was created and I quickly created my own 'WALLET '. The {$3300.00} deposited in my new account within a few days. This was the end for me even though I was told my account would be closely watched on every transaction for several weeks. Fast forward to a few days ago. I started receiving account statements on the closed account over drafted {$3300.00} plus fees. This is when I made a visit to the branch located on XXXX Texas. It was at this location where I was informed the investigation was closed since they did not receive a police report. No one ever contacted me concerning a police report and I thought my part was over in this process. I have been to this bank several times since this happened. I have an online account, a 'WALLET ' application with my account, and my email is associated with this account yet there was no requests made of me in any of these superior formats to get information. The police report information : XXXX Officer XXXX badge XXXX PD XXXX This is a request that BBVA COMPASS complete this investigation, shore up their practices and procedures, and leave me alone. Sincerely, XXXX TX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-05

Corinth, TX

Money was not available when promised

Money transfers: International money transfer

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-11-04

Alexandria, VA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I opened a checking account with Simple Bank ( BBVA Compass ) on XXXX XXXX, 2016 and initiated the direct deposit of my paycheck. This was to begin on XXXX XXXX, 2016. I received a live paycheck while account verification was taking place in the amount of {$1900.00} and initiated a Mobile Deposit via the Simple app on XXXX/XXXX/16. The day after I received the live check, I found out from my payroll department that my employer needed to replace it ( maybe an incorrect account # ). I communicated this to Simple. On XXXX XXXX, I received the replacement check ( {$1900.00} ) and initiated the mobile deposit with it. On the same day, Simple made a debit adjustment in the same amount awaiting the return of the XXXX check deposit. On XXXX XXXX, Simple made another debit adjustment for the return of the XXXX live check ( which had already been done on XX/XX/XXXX ) in the amount of {$1900.00}. My first actual direct deposit came in on XXXX XXXX which actually XXXX my account. My account was then closed by Simple. I made several attempts to reach out to Simple via telephone to find out what was happening to my account and get this corrected, as a review of my account should had shown that my account was simply debited twice for the same adjustment, but to no avail. Simple told me that due to security reasons, my account had to be closed and that they could not speak with me any further and hung up the phone on me. I repeatedly tried calling them, but got the same response. My account was adjusted again on XXXX XXXX, showing my direct deposit and my correct balance of {$1900.00}. I actually thought that they found the error ( after I sent a timeline via the support function on the Simple web site ). Communicating via the support function on the Simple website, when I asked when I would be able to get my money back, I was told that after all transactions have been settled on my account, that I would get the balance within 3 weeks. On XXXX XXXX, another adjustment on the account says, " Force Paid Debt. '' When I asked, via the support function on the Simple web site, what does this mean, I was told to refer back to the " Your Account has been closed '' message. This message does not tell me anything and has not been of any assistance. I am now out XXXX paycheck and had to take out an advance on my next pay to make ends meet. I am not getting anywhere with Simple Bank ( Compass BBVA ) and think that I need help to get back my paycheck which I feel has been stolen from me at this point.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-04

Lowell, AR

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-11-02

Stkn, CA

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-11-02

Spavinaw, OK

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-11-01

Prescott Valley, AZ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-31

Atl, GA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-31

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-31

TX

Shopping for a line of credit

Consumer Loan: Personal line of credit

Complaint: I applied for a line of credit with my bank compass bbva i have a security freeze as well as a fraud statement on my report. I received a letter saying i was declined because of the statement. I called was told to visit a branch. I did that at which point the branch manger called me back told me i would ned to run my credit again i said no I was told t bring this info he then decided he should scold me and hung up the phone.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-10-28

Coosada, AL

Billing disputes

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-10-28

Dublin, CA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-10-28

Eight Mile, AL

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-28

TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: BBVA Compass keeps manipulating transactions and charging me overdraft fees The transaction they claim overdrafts my account never shows on the online banking And the fee is always when I have a positive account balance bigger than any transaction I have made. They refuse to refund these fees and tell me their system is different from what I can see. It appears to me they are stealing my hard earned money because you ca n't charge a customer a few and not show them on the system you give them to monitor their account where the fees originate from. They have now stolen over {$200.00} from me this month alone. I want my money back!
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-10-28

Grand Forks, ND

Credit determination

Credit card:

Complaint: In my previous CFPB case number XXXX narrative, I assert that the XXXX advised me that BBVA Compass Bank - CREDIT CARD XXXX XXXX XXXX AL XXXX, phone number ( XXXX ) XXXX [ account date opened XXXX/XXXX/XXXX ] blocked my ability to get loans, possibly indefinitely. The letter attached is the proof for my complaint from the XXXX does mention BBVA Compass in the denial of my loan request. According to the letter dated XXXX XXXX, XXXX, the XXXX has provided specific reason my application was denied. The specific reason states : Trade Line COMPASS BANK - Charge Off in the last 5 years. In XXXX XXXX, I inquired about this account concerning an error on my bill. BBVA Compass Bank would not talk about the details of the matter at hand or the account 's history. I followed up with a letter dated XXXX XXXX, XXXX. This was in reply to the XXXX XXXX, XXXX letter sent to me. At this point in time had XXXX cycles of six months minimum payments made to request the APR to be removed from this status so I can pay off this debt. I was never over 60 day past due. The account was closed XXXX XXXX. I received no notice of the right to dispute the closing, the no opportunity correct the XXXX charges, and removed the reasons from XXXX Accounts Last Reported In Delinquent Status Proportion Of Balances To Limits On Bank/nat'l Rev Accts Is Too High Amount Owed on Revolving Account Is Too High that put the account in that status. Please look at XXXX action taken by BBVA Compass Bank. My case never went into debt collection. I was receiving updated credit cards during the years XXXX, and I had purchasing rights see XXXX XXXX billing statement. The actions taken by BBVA Compass Bank went as follows : '' In XXXX XXXX, your account was forwarded to our Collections Department due to nonpayment. Our Collections Department contacted you twice between XXXX XXXX, XXXX and XXXX XXXX, XXXX in an effort to collect a payment from you. According to the notes on the account, on each occasion you requested the Bank to send any information regarding the account to your address of record and directed the representatives to contact your attorney. Based on this information, the account was noted that you were seeking legal counsel. Because your intentions with the account were unclear, our Bankruptcy Department monitored the account for Bankruptcy filings until the account was charged off on XXXX XXXX, XXXX " In XXXX, I was never notified about the Trade Line : COMPASS BANK - Charge Off in the last 5 years. The opportunity to reduce the APR never was given afforded to me. I requested the Bank to send any information regarding the account to my address of record and have the representatives to contact me and my attorney. This was never done. The final total amount of the debt claim and what interest rate the debt will be paid was never stated by BBVA Compass. Lastly, I have learned that the product and service [ an open-line capital account : line of credit with no collateral ] I was paying for in XXXX from BBVA COMPASS was unauthorized/illegal to sale via the Federal Reserve System FED Laws. BBVA COMPASS was paid directing by the FED to close out all of its accounts of this type in XXXX XXXX and directed to no longer sale this product to the public. Please evaluate my case in regards to the Credit Card ACT and FEDERAL RESERVE SYSTEM 12 CFR Part 226 [ Regulation Z ; Docket No. R-1370 ] See 226.9 ( h ) ( 2 ) ( i ), ( h ) ( 3 ) ( ii ) .Truth in Lending Law.
Company Response: Closed with explanation

Disputed: Yes Timely Response