BBVA FINANCIAL CORPORATION

2016-08-04

Klein, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

Quartzsite, AZ

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: XXXX was authorized on XX/XX/XXXX for XXXX XXXX on XXXX, it was a one time charge, and when it was processed there were ample funds to cover this charge. I see that it 's now showing up on XX/XX/XXXX, well past the posting date causing an invalid {$38.00} NSF fee. I request that this overdraft fee be removed. Furthermore, an XXXX charge for less than one dollar is completely ridiculous. Per the terms on overdraft, The NSF charges described above are applied for processing items presented for payment against insufficient funds ( NSF ) with a maximum of XXXX charges per day. This payment was presented on XX/XX/XXXX, therefore the NSF is invalid. In XXXX 2016, I filed a complaint against this company because I thought that as long as my posted ( Cleared ) balance did n't drop NSF than I would n't get charged a fee. However, what they sent CFPB and me, it 's based on when the card is swiped, not the posted balance. Now after a conversation with them, they are changing and sending me a fee for this.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-04

CO

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-03

Okc, OK

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-02

NJ

Account opening, closing, or management

Bank account or service: Savings account

Complaint: I transferred $ XXXX into a online bank called BBVA Compass, because they promised me a rate of 1.10 %, after three months they knocked down my interest rate to .4 %, which I feel like was a scam to get my money into their account. So I called to transfer my money out and close my account. They told me I can not wire that much out of my account at one shot, the most I can transfer out is $ XXXX at a time and they charge a fee each time. They said I can go to a branch to get a bank check but they have no branches in NJ. They had no problem accepting my $ XXXX in one shot but now have a problem with me transferring it out. This bank sounds like a scam and I am very scared, Please help!!!
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-02

Bedford, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: I attempted to make a transaction I never received the product or services and was still charged, after becoming aware of this I immediately contacted BBVA Compass to dispute and was awarded a refund but was still charged several overdraft fees because of it. The bank stated that Federal bank regulations would not allow them to refund the overdraft fees because it was not a bank error. I 'm refusing to have to pay the bank fees for transactions that are not valid.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

San Diego, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

Houston, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Wallet containing debit card and telephone was stolen from a hotel room while on vacation on XX/XX/2016. Theft was reported to the banking institution on XX/XX/2016. Banking institution initially refunded the charges, I provided all information requested to fraud department. Banking institution was informed my PIN number was not written down anywhere or contained in my IPhone. Banking institution then informed they were reversing all credited charges on XX/XX/2016.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-08-01

Magnolia, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: My bank, Compass Bank, chose to process all debits on a particular day before processing the credits. This, of course, led to overdraft charges. I went to look at their policy, and found the paragraph below, which basically says that they can process them however they want on any given day, in their total and absolute discretion. No doubt, they use this policy to consistently rack up overdraft fees. This policy is unconscionable and should not be permitted. This is the policy I found : Processing and Posting Order. You authorize and agree that we may, in our sole discretion, determine the order that we process and post credits, debits and holds to your account. You also authorize and agree that the order and/or manner in which we post credits, debits and holds may vary by product, service, account type or type of transaction. You also authorize and agree that we are allowed to pay or authorize some credits, debits, and holds, and decline or return others, in any order we deem appropriate. The order in which in which we post credits, debits and holds to your account may not be the same as the order in which you make the withdrawals from or deposits to your account. You agree that any order in which we process and post credits, debits and holds to your account will not be an abuse of discretion. If two or more items are presented for payment from your account on the same day, we may pay or charge the items to your account in any order without regard to any contrary instructions from you, even if paying a particular item or items causes the available balance for your account to be insufficient to pay one or more other items that otherwise could have been paid, which may result in the occurrence of additional or other service charges that otherwise may not have occurred. We may pay items drawn on us, debit your account for any service charges and other amounts that you owe us under this Agreement or otherwise, and we may exercise any rights of set off we may have against the account before we pay any other item. If an item was initiated at a point-of-sale terminal or a XXXX transaction or ATM, you agree that we may charge the amount of the item to your account or place a hold on your account in the amount requested by the merchant immediately upon authorization of such transaction, even though we have not then actually received the item for payment. We will make payment for a transaction only after the actual transaction is presented to us physically or electronically. Each such hold will reduce the Available Balance in your account by the amount of the hold.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-08-01

Austin, TX

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-01

Houston, TX

Advertising and marketing

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-07-30

Covina, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-07-29

Jacksonville, FL

Other

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-07-29

AL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had an unauthorized payment posted to my mortgage account in XXXX 2015. There were XXXX XXXX XXXX payments posted to my account that month both from my BBVA Compass account : I only authorized XXXX payment. The disputed charge is : XXXX {$1100.00} ref # XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

Cheverly, MD

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I was told on XXXX XXXX, 2016 that my checking account at BBVA Compass Bank was being closed due to an unrelated issue and I agreed. I inquired as to the procedure to cancel a direct deposit and was told to contact my employer directly as no further depozits would be accepted into the account ; which I did the same day. Unfortunately the deposit came thru anyway due to insufficient notice time to cancel the deposit and reroute to my new bank. Once the deposit initiated, BBVA allowed the deposit to be placed into the supposedly " closed '' account but still refused me access to any money, although clearly the account had not been closed, now they are telling me that the account has been frozen for three weeks. this is clearly not the case as I have been able to log on BBVA 's online and mobile banking on my phone as well as continue to call into the customer service and access my balance over the phone thru the automated as well as thru speaking with a customer service agent. If the account has been frozen, no entries into or out of thean account would have been allowed and the direct deposit ach would have been rejected back to my employer. My employer even attempted to retrieve the deposit back and was denied stating that the money was not there and I have written confirmation of this. As of today, XXXX XXXX, 2016 I am still being lied to regarding the status of this account as well as being lied to about a check being process - along with being able to view the money in the supposed closed account as an active account would show, my access to transfer or remove the money has been supended. Because this is my paycheck money and only a partial payment ( I only get paid monthly as a XXXX ) and now am being forced to wait until XXXX XXXX, 2016 to receive my next pay deposit ( into the correct bank account with XXXX XXXX ) - this situation is causing me undue financial harm, my bills are going unpaid because BBVA Compass is an unscrupulous bank who has thus far been totally unresponsive, or has told lies/untruths about the whereabouts of my money. I am asking that a formalcomplaint be opened against BBVA Compass Bank asap. Thank you.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-07-29

Okc, OK

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: I requested a due date change to avoid additional late fees and negative marks on my credit and was told that it was approved on XXXX/XXXX/16 but was informed that it will not be approved on XXXX/XXXX/16. I also requested assistance when I was unable to make a payment.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-29

AL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX I placed a print job order at XXXX XXXX , Store # XXXX, on XXXX XXXX in XXXX, AL. I did not notice that the store overcharged my bank card until a month or so later when I was reviewing my bank account statement. I never spend over {$10.00} when placing an order at XXXX XXXX, but the charge on my bank card was for {$160.00}. I called the local store and the corporate office in an attempt to have the error corrected and the money refunded to my card, with no resolution. By the time I was able to get to my bank to notify them of the charges, too much time had lapsed and the bank could not assist me in recouping my money.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-27

Middleburg, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-07-26

Pomona, CA

Application processing delay

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Berthoud, CO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had sold my home and paid off the remaining balance on my mortgage. I am due {$640.00} for my escrow refund, it has been over two months and I have not received anything. I have contacted BBVA Compass to inform them and they claimed the check was sent, but again, it was never received. I requested for them to cancel the check and send a new one. They asked for me to fill out a cancelation form and return it before they would send another check. I did as they asked and it has been over two weeks, but I still have not received anything. When I call and ask for an updated on the status of my return, they simply transfer me back and fourth to different departments and never give me any actual answers. I requested to speak with a manager but they told me that there was not any available. I do not know how to proceed from here.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-26

Rincon, AZ

Using a debit or ATM card

Bank account or service: Checking account

Complaint: Initially, I went to make a purchase through XXXX that subscribes to a service called Verified by XXXX, to complete the purchase you must provide your password, which I entered, and entered again and again and it was n't accepted. I then tried to reset the password and provided all the needed info, again multiple times, each time it was rejected. Since it was declined, I went and purchased the items elsewhere on a different card. Then I find that they went ahead and completed the transaction even after all the rejections and telling me I was providing wrong info. I then sent a message to Compass Bank through their on-line banking system, which they deleted. Sent another message about it, and have continued to send messages daily to the bank for a week now. Each time I send a message, I get a response stating they will try and respond within one business day, it is now at XXXX messages and not a single response. Have a feeling they want me to call and deal with this over the phone as that provides them with deniability as there have been other issues in the past. i.e. I signed up at Compass Bank under an offer that was mailed to me which promised free checking for life. A couple years later they changed this and started charging me, when I challenged them on this, they asked for a copy of the letter, my reply was that they had attached it to the original paperwork opening the account. I then called another branch and asked if they maintain the original paperwork on accounts and was told yes. I then proceeded to the original bank branch and told them I had been told they maintain this paperwork, they replied 'yes, it 's a banking requirement ', but then I provided my ID and lo and behold, my paperwork had vanished ... ..and of course no offer was made to attempt to find it. Will add but a few of the screenshots showing that the messages have been sent acknowledged and ignored
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-07-25

GA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Name wrong on loan I noticed recently my name was wrong on my loan, I contacted bbva and was told to email in a copy of my id and proof of social. I sent my license and XXXX in. A XXXX is a legal representation of social. I was told I need to send in the card. I washed my and I am not going to make a special trip, I live in XXXX ga, to fix something that is not my mistake. Gas is expensive. BBVA is refusing to correct a document legally binding me to a loan which represents an incorrect name, they were argumentative, combative, and not accommodating on the phone. I was lied to repeatedly and the representative and she refused comply with any of my requests.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-07-24

CO

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I opened an online bank account with Simple within the last XXXX3 months. From the beginning I had multiple issues. Immediately I had trouble accessing money I had deposited into my account. I called customer service multiple times and got different answers. I was able to complete some small transactions. In early XXXX, Simple contacted me stating that they believed someone else had accessed my account. I called simple and they gave me instructions that I needed to verify some information. I logged into Simple as instructed and a pop up window with a customer service rep walked me through what I needed to do. I completed verifying my info for a new account, and even attached my drivers license and proof of residency for upload in the chat box, the rep explained that my money deposited in the old account would be transferred to the new XXXX and would be protected from fraud. and I should receive a new card in XXXX4 business days. I thought they said it would only take a couple of days but when that did n't happen I emailed and received a response saying it would take 7 business days. Seven days later my {$1300.00} ( approximate ) showed as pending. Sigh of relief! It will nice to have access after almost a month. Only to log in the next day with an account balance of {$0.00}. I proceeded to call customer service and explained the situation, the rep responded that it must be fraud and shut down my access to my account. They now refuse to give me any information at all or any of my money.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-23

Sacramento, CA

Transaction issue

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-07-22

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response