BBVA FINANCIAL CORPORATION

2019-08-23

Sacramento, CA

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
Complaint: I reported my card stolen. I noticed charges i had not made upon logging in on the app. So i go to grab my card to call the bank and they canceled my card i tried to add all charges that were not authorized and it wouldnt allow me to. So i wrote a message to support letting them know i have never received a response. I also never received a new card. Its been goon. On the 4th week now and i barely got a denial for my disputes. They claim i used the card after the charges of dispute. I did not one charged was made prior to my card being stolen. I went to, the tan shop about a week prior to the theft. And the put my card on file and they charged it later. Therefor the charge didnt show being made for the actualdate i went in. I had over a thousand spent of my tax money that they will not give me, back and they took almost a month to investigate or say anything, i still havent gotten my card. Simple bank should not be used
Company Response: Closed with explanation

Timely Response

2019-08-23

Tucson, AZ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-22

Baltimore, MD

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-22

Trussville, AL

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-22

Albuquerque, NM

Written notification about debt

Debt collection: Credit card debt

Didn't receive notice of right to dispute
Company Response: Closed with explanation

Timely Response

2019-08-21

City Industry, CA

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2019-08-20

Birmingham, AL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with monetary relief

Timely Response

2019-08-20

Simi Valley, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have had an online checking account with Simple.com since XXXX. On XX/XX/XXXX I had a balance of {$50.00}. On XX/XX/XXXX {$300.00} was deposited into this account. When money is available the account will show it as " safe-to-spend ''. On XX/XX/XXXX I withdrew {$100.00} from this account from a local ATM, leaving me with a balance of {$250.00}. On XX/XX/XXXX I tried to make another withdrawal and the transaction was declined. On XX/XX/XXXX I called the Simple customer service line and explained my problem and was told by the person I was speaking to he could not fix the problem and he would have to hand it over to another department. I called back on XX/XX/XXXX and was told that the problem had not been fixed and there was no need for me to keep calling I would receive an email letting me know when I could access my funds. I called again on XX/XX/XXXX and was given the run around again. It is now over 30 days since I have been able to access my funds.
Company Response: Closed with explanation

Timely Response

2019-08-20

Birmingham, AL

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-08-20

Long Beach, CA

Managing an account

Checking or savings account: Checking account

Fee problem
Company Response: Closed with explanation

Timely Response

2019-08-19

Corpus Christi, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2019-08-19

Queens, NY

Closing an account

Checking or savings account: Savings account

Can't close your account
Complaint: I opened a online money market at BBVA compass following a link that I will get a bonus if I put a certain amount of money. Few weeks later I asked about my bonus and I was informed that there was not bonus. They were nice enough and gave me few dollars not even the 50% that it was offered. Then, I decided to transfer some funds. To my surprise even thought this is an online account and they do not have any physical account in my state or surrounding states they charge to make any transfer. They are suppose to be part of XXXX that does not charge but not yet. They have XXXX XXXX and they charge. Then you cannot take more than $10000 a month, please this is not a CD is a money market account. Then, I decided to close my account. Too much headache. I submitted their request as stated by them, notarize letter, statement as they state: "my funds to be mailed to my address on file" and so on. I submitted the letter on XX/XX/19 and this is the day XX/XX/19 and nothing; I have not received my funds. I have called several times and they say that they are going to escalate the case. There is always escalation and when you talk to a supervisor they do not give you an id # or last name. It is XXXX or XXXX or XXXX (there is only one XXXX in a BBVC bank? hard to believe). Then, finally I see no funds on my account but there is not any email or anything explaining where is my money. I have not received any check. They have my email since when I opened the account they sent me an email. They have playing with my money half a month and I they have been only "escalating" the case and now the money has disappeared and no check on XXXX has arrived to my address on file.
Company Response: Closed with monetary relief

Timely Response

2019-08-19

Millville, CA

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: BBVA Compass Credit Card Account On XX/XX/19 I sent Request to Cease Further Communication. On XX/XX/19 received back signed delivery receipt. Signed by XXXX XXXX. Since that date I have received 3 phone calls to request payment or could be referred to collection agency. 1st call was approx XX/XX/19. 2nd call was on XX/XX/19 @ XXXXXXXX. 3rd call was onXX/XX/19 @ XX/XX/XXXX/XXXX. I advised each caller about the Cease Request. The amount owed = $XXXX I am on a payment plan with XXXX, XXXX XXXX # XXXX
Company Response: Closed with explanation

Timely Response

2019-08-19

Mission, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Company Response: Closed with explanation

Timely Response

2019-08-17

VA

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account status incorrect
Complaint: After several disputes with BBVA Compass, the company keeps this account like a charge off when this is being a bank error, possible by accident. After a time out of USA when I came back, I found this late payment, which never was reported to me or I never got the information. I paid the amount, {$17.00}, and called the bank to complain about this issue. After several calls, disputes, letter, lawyers, I finally got the statements of the card thanks to CFPB, as until I didn't open a dispute through here, the bank never sent the requested information, even I advise my contact and addresses several times. In the statement is possible see the late payment, as it is possible to see the account was in autopay. The account for the autopay was an account in the same bank which always had enough money to pay possible small payments coming over in case I didn't realise. It looks like the bank couldnt get the amount to the account, an account from the same bank for some reason I have never knew. The bill that cause the missed payment, from XXXX, for some reason they charged this payment into this card instead the card was set from the country I was living at that moment. The rest of the payment days before and after, were correctly done to the correct card. Still waiting for explanations. It is clear there wasn't never intention of not to pay as I was cautious leaving money and the account opened, just in case, and there was an error or problem into the bank about this. I have attached the statements for the credit card and the statement from the bank account.
Company Response: Closed with explanation

Timely Response

2019-08-15

Northside, NC

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Complaint: I am trying to transfer out the balance from my account, which is {$5000.00} XXXX plus interest ). On 3 occasions I have requested this, and the bank has yet to respond. I requested this on XX/XX/2019, again on XX/XX/2019, and a third time on XX/XX/2019. Simple has not responded to any requests, and their website isn't functioning correctly to allow me to initiate the transfer online.
Company Response: Closed with explanation

Timely Response

2019-08-15

Empire State, NY

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-08-15

Bel Alton, MD

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-08-15

San Gabriel, CA

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: My credit information was stolen and used at different locations out of state in XX/XX/XXXX and XX/XX/2019. I was given credit for XX/XX/XXXX but not for the transactions in XX/XX/XXXX. I have attempted to resolve this issue but the credit card company refuses to reimburse the amount.
Company Response: Closed with monetary relief

Timely Response

2019-08-15

Flushing, NY

Closing an account

Checking or savings account: Other banking product or service

Can't close your account
Company Response: Closed with monetary relief

Timely Response

2019-08-14

Ingram, TX

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: BBVA Bank Complaint(s)This is the worst banking experience of my life, and I am over XXXX years old, so I have had a few.I pay my bills online. I set them up for payment ahead of time at the start of each month, to be effective in the third week of the month. That works fine for almost every payee. Except for BBVA.BBVA says they can’t set payments up for later dates. That is not true, because I got one set up once. The next month, when they said they couldn’t do it, I pointed out that they had done so a month earlier. Their reply was that they would have to reprimand whoever did that. You know, because he provided a requested customer service.So I tried to pay online. Nope, can’t do that either. You need to have a BBVA checking account. If you don’t have one, you need to enter the info for another bank. When you attempt to do that, they say, “Oops, you need to send a one-time text with your mobile.” I don't have a mobile. I don’t want a BBVA checking account. I don’t want any account through this bank, and will get rid of this one as soon as possible. I also don’t need or want a mobile device.So, I have had to phone customer service every month to pay by phone, verbally, with a service rep. To be fair, each of these reps has been friendly and as helpful as their employer begrudgingly allows them to be.In JXX/XX/2019, not being able to set up a payment ahead of time, I phoned a day before the payment was due. But that was a weekend, when this bank doesn’t bother with things such as customer service. Do it online, they suggest. You know, for folks who actually are able to do so online. So my payment was late that month. The following month, I phoned and complained (on this date,XX/XX/XXXX). I asked to have my online payment accessibility set up by them, for me, as I could not do so for myself (lacking the extra account or mobile device they believe I should have). Two different reps gave me three different stories, the end result being the final story, essentially, that I couldn’t get there from here. No, not even they could set up my accessibility without me first having mobile access.This is a bank that has a customer service department which is not permitted to do customer service. Late payments and long monthly phone calls are fine. Customer service, not so much. Schedule payments ahead of time? Nope. And we’ll punish any rep who does that for you. Which means that we can do it, we just don’t want to. Pay online from your existing (non-BBVA) account? Nope, not unless you can jump through a hoop with a smart phone. Phone them as a last resort when the payment is due? Sure. As long as it isn’t on a weekend. Get help bypassing the requirement for a mobile device? Three answers and two reps later, the answer is “No, we’re not able to do that for you, either.”Results: 1. I can’t set up payments when it is convenient for me.2. I can’t set them up to be paid at a later date.3. I can’t set up payments online.4. I can’t pay them when they are due if they fall on a weekend.5. I can’t set up payments from an external bank.6. I can’t get anyone to set up my accessibility for paying from an external bank.BBVA: Banking at its finest.Solution: Don’t go there.
Company Response: Closed with explanation

Timely Response

2019-08-14

Dallas, TX

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Can't stop withdrawals from your account
Complaint: I been banking with BBVA for a few months and they wonderful for the most part. I have tried to take out personal loan, refinance my car as well as signature loan and have been refused in all areas. Im also going thru hardship especially mentally the VA has diagnosed my person having XXXX and XXXX. Im with a law firm that has ensured that the 20 plus years the military and VA have intentionally under diagnosed and not treated many of my health issues till this day but justice and fairness will prevail. I am plagued by years of medical bills and my ability to manage my finances tend to suffer. I have lots XXXX in thinking there alwsys better options and not trusting others are acting in my best interest after the fact which then makes me question them and myself and then seek better options. I feel when this banking offer for overdraft which I originally denied due being in a better mental state but now my XXXX was intense due to VA has delayed in providing my medical records to my law firm and it seems my finances were spinning out of control! I struggled but took my chances that everything will work out. This fees that accumulated during this 1st episode totaled to about {$970.00}. Now the 1st my deposit of XXXX was less than {$2000.00} and I paid what I could plus the automatic payments occurred then I was looking at deficit since I had other bills that couldnt be met. I went to taking chances to increase my funds since my bank wouldnt extend a loan but great at removing the funds from my account. The overdraft would cover a certain amount but each transaction would cost {$38.00} and if the amount is still in the negative after 7 days the bank will charge another {$28.00}. So an overdraft withdrawal of {$100.00} XXXX XXXX. Now if that amount isnt paid in full by 7 days later another XXXX is then added. In my state Im thinking next day the VA and my law firm will come up with a resolution and these fees will be no issue but unfortunately that not the case. I now feel I am being preyed on for their financial gain. The VA is already holding my meds and stopped my travel pay plus this ....
Company Response: Closed with monetary relief

Timely Response

2019-08-13

El Paso, TX

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I had been banking with BBVA COMPASS ( now BBVA and no problems in the past, actually was extremely happy with them, when i opened my account everything was great and i CLEARLY opt out for the overdraft protection, time after i switched bank accounts, and left my checking account with bbva as a backup, with my confidence that is a free account and i OPTED OUT of the overdraft protection, now few weeks ago tried to log in and see my account and its on XXXX but i can not use it, and i called in customer service they said that my account is negative and no longer available, they transfer me to the recovery department they told me that i need to pay XXXX because my account was overdrawn for a long time, i tried to explain my situation and they dont help me at all, they told me that they can help me at the branch, so i went to the branch located in XXXX XXXX, Texas @ XXXX XXXX XXXX and the guy at the main desk ( XXXX ) offered no help at all, he mentioned right away that they can not do anything for me, i tried to explain him that it wasnt my fault, that i was not aware of the situation, a payment, which i switched before, went through, declined, and caused me that, but again, i opted out for the overdrawn protection and was not aware of this practice. So at this point i tried to ask for help for all the means ( phone, manager, branch ) and BBVA offers me no help, and the only thing that i want is my Bbva checking account again ...
Company Response: Closed with explanation

Timely Response

2019-08-12

FL

Closing an account

Checking or savings account: Checking account

Company closed your account
Complaint: I noticed discrepancy while accessing online account and reported to the bank immediately on XX/XX/2019. This account was active for over 10 years and has had two account holders, family. It also had a direct deposit setup from XXXX and bill pay. Below is an automated response received. I followed up with a phone call to report that this account was closed by a local branch without the consent or notification to either of the account holder and we believe this is fraud. The ticket was opened XXXX with a followup within 24 hrs. Instead the online account, the card and account was completely closed. The account was unlawfully accessed and closed. Also, we believe this is a violation of The Right to Financial Privacy Act. FRAUD ( XXXX ) XXXX Mon XX/XX/2019 XXXXXXXX XXXX This is an automated response. This mailbox is not monitored 24x7, Thank you for contacting BBVA Compass Fraud Group : Customers who feel they have been a victim of fraud should contact BBVA Compass Customer support immediately at XXXX ( XXXX ) or our international line at XXXX. BBVA Compass will never contact you to request this type of information via email or text *** For Non-BBVA Compass customers please contact your respective institution Know the Sender - Open emails only when you know the sender. Be especially careful about opening an email with an attachment which could potentially contain a virus or malware Protect your confidential information - Don't respond to any email that asks for your password, pin, social security number, or other personal information Be Suspicious of any email that sends your information and asks you to update or verify it. -- XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-08-12

Lynn, MA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: I opened an account from a pre-approved letter with BBVA Compass in early 2019. First, it took two months to get the card while they continued to bill me. Then, when trying to pay the bills, it gets really XXXX up. I mail a check in and it's returned to sender " no known address. '' The will only accept a mobile phone number to make online payments, not a landline, which equates to requiring my cell phone number to do business with them - illegal. I've called in to make payments every month and each time it's a XXXX hold. I'm currently holding for minute 154. Yes, one-hundred-and-fifty-four!!! Been transferred three times to make a payment over the phone as they insist I have to pay online but won't accept my landline, only a cell phone. My cell phone is also pre-paid so it won't work with their system. What the XXXX is this????
Company Response: Closed with explanation

Timely Response