BBVA FINANCIAL CORPORATION

2016-06-29

Moore, OK

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-29

Houston, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-28

Scottsdale, AZ

Improper contact or sharing of info

Debt collection: Auto

Contacted me after I asked not to
Complaint: 3rd party debt collections company XXXX XXXX XXXX claim I owe debt that has aged off 15 years ago and are calling me while at work. I told them not to call me, and have added my cellphone number to the do not call registry.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-28

Houston, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Complaint: My business partner and I have experienced a total breakdown in communication with the BBVA branch XXXX, TX XXXX. The staff have not resolved simple banking issues and do not reply to our calls or emails. As a result our company : Can not make on-line wire transactions, despite compiling all the relevant paperwork in the branch in person in XXXX Have not been able to have new cards correctly issued Can not access the XXXX account all on line ( error message - account locked )
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

N San Juan, CA

Account opening, closing, or management

Bank account or service: Checking account

Complaint: To whom this may concern, I have been suffering from the hardship of being repeatedly denied access to even the most basic checking accounts from a wide variety of banks. I am unsure why this is but the result is I have been having significant financial troubles and for the past 7 months I have been unable to cash any of my checks that I earn as income. As a result, I have had severe financial hardship being unable to afford basic necessities and being unable to pay medical bills. Recently, given the fact that I had over {$1500.00} in un-cashed soon to be expired checks, I tried opening up bank accounts again. Simple Bank, a subsidiary of BBVA Group and partnered with The XXXX provided me with an account. Because over {$400.00} dollars worth of checks had already expired and I was traveling, I had my mother, with a signed power of attorney, takes pictures of the checks and send them to me. I then used industry recognized signature software to endorse the checks and proceeded to deposit the checks with Simple 's mobile app. I made sure that checks were valid and the routing numbers and signature were clearly visible. I also further checked Simple 's TOU/TOS to confirm that this was not dis-allowed. In what appears to be a final and completely one sided decision, Simple, just moments ago unilaterally closed my account and is not answering my calls or questions. Simple simply says " [ I am ] no longer a customer and thus can not receive support ''. I take issue with Simple 's actions on a number of levels, not only does Simple actions violate the CFPB 's push for banks to allow checking accounts for all but it also puts me back into a financially precarious situation and I am likely going to face {$1000.00} of checks expiring. Placing additional burden on my already very XXXX situation. While the heart of the problems lies within the entire financial industry locking me out from accessing even the most basis checking account, I would like Simple to explain the following : 1. XXXX XXXX of Simple sent me a message saying my account has been closed because " the check you deposited was not valid ''. I have inquired to simple why the check was not valid and further inquired to which check was not valid ( I had deposited XXXX different checks ) and Simple has not responded. Please clarify why the check was not valid, allow me to explain my situation ( I am willing to provide any additional documentation ) and re-open my account. It appears as though Simple did not even try to process the check so it is unclear why the check was invalid. 2. ) Please explain to me how I am supposed to pay medical bills if I am unable to cash valid checks. In this situation Simple is making a very inhuman decision to limit my access to earned monies while simultaneously refusing to explain their decision. Please offer solutions or methods which I can cash the checks. You may contact me at XXXXXXXXXXXX or via mail at XXXX XXXX XXXX, XXXX XXXX, California, XXXX. Sincerely Yours, XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-27

Dallas, TX

Using a debit or ATM card

Bank account or service: Checking account

Complaint: I purchased gas on XX/XX/2016 from a XXXX XXXX XXXX in XXXX Tx. I paid {$30.00} at the pump. BBVA Compass Bank deducts the amount from your account as soon as you make a purchase, even if the company you are purchasing from gets their money right then or not. Today, XXXX XXXX 2016, they deducted the same amount AGAIN for that purchase. I called the bank and ask why did Compass Bank deduct the same {$30.00} from my account, I was told they only deduct one, but when you use your check card to make a purchase, they deduct the amount right then with the remaining balance above showing what you have just spent, even if the company gets their money right then or not, Compass Bank will show they have all ready deducted that purchase. XXXX XXXX, 2016, I checked my account that evening and there was nothing pending. I had a balance of {$20.00} in my checking account, so I online transferred {$50.00} from my savings to my checking giving me a balance of {$70.00} with nothing pending or in process. I called the bank when I seen this on my statement. I was told to show them XXXX of the same purchases. How can I do that when Compass Bank erases the first one and only showing you the one they want to. I just gave Compass Bank {$30.00} of my hard earned money. this is not the first time I have called Compass Bank about the same thing. They do n't do it back to back, they wait a few months in between to do this. I have a family to raise, and I watch every penny. I check my on-line statement everyday and will call when i see something wrong.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-24

Atascocita, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-24

Chisolm, AL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-23

Colo Spgs, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-22

Ft Myers, FL

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-22

Encinitas, CA

Other

Credit card:

Company Response: Closed with non-monetary relief

Disputed: Yes Timely Response

2016-06-22

Lewisville, TX

Account opening, closing, or management

Bank account or service: Checking account

Complaint: I recently moved back to XXXX to start a new job. I wanted to open a local bank account here as I bank with a credit union in another town. I opened a checking account with BBVA Compass and have had it for 3 weeks with no issues. Yesterday I went to eat and my debit card was declined. After I called the bank to see why, I found my account had been frozen. They first said for debt then it turns out they ca n't tell me why and said I need to go to a branch and prove who I am. I did that in the afternoon as I have my full payroll going to this bank on Friday so needed this resolved thinking they have a mix up. I also have worked in the large banks for my than 10 years of my career as a consultant in IT and security so I know if their controls are messed up they can make these mistakes easy. This morning I 'm still not able to access my account and after another 45 minutes on the phone they can give me no reasons why my account has disappeared and what I will expect tomorrow with my pay. They told me to go back to a branch and give them more info.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-21

Fresno, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-19

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: Yesterday I went online banking and was shocked after XXXX charges from XXXX for XXXX and XXXX for XXXX pending transactions, that I have Not made.I called the Bank Bbva Compass To stop those payments and block my card. They told me that will send a dispute form, but they ca n't stop the payment To merchants. Later I searched for those companies, and XXXX has the phone XXXX Business hours XXXX-XXXX Mo-Fri Eastern time, so they are closed during the weekend.And for the XXXX company I could n't find any information. I do n't buy online on websites different from XXXX or XXXX, so I do n't recognize any of these purchases. I keep my credit card in a safe place and last time I used was Saturday XXXX XXXX, To book a hotel through XXXX, that I cancel inmediately after the charge was made because I had untill XXXX XXXX To make changes To the booking. If the Bank is Not Protecting me from these frauds, what can you do To HELP me? I Realty need to avoid the charges, even on Wednesday I called the XXXX To search for a merchant XXXX that was offering discounts during the weekend forXXXX. So I dd Not buy or even contact the Company. Best regards, XXXX XXXX
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-06-17

Plano, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-16

Laredo, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-15

Fort Walton Beach, FL

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-15

Magnolia, TX

Other transaction issues

Money transfers: International money transfer

Complaint: I attempted to wire transfer the remaining balance for a XXXX to the XXXX company from my branch office at BBVA compass on XX/XX/2016. Wire transfer paperwork indicated funds available on XX/XX/2016. On XX/XX/XXXX when the funds had still not arrived in the recipients bank account, I requested a trace through BBVA. At this point BBVA still does not know where the money is, and can not produce any proof that the money has been transferred from the intermediate bank to the bank in XXXX XXXX. BBVA Compass system for tracing the money is almost guaranteed to be non-productive. I have spoken to the wire transfer department twice on the phone, to be told on each occasion that they are not allowed to tell me anything - that I must speak to someone at my branch office. I have spoken to a branch associate every day for the last 7 business days, and while she has been very polite - she is not capable of doing anything any more that sending a request to the same wire transfer department that is not allowed to tell me anything and wait for them to resolve the issue and revert back to her with an answer. I have spoken 4 times to my personal banker that BBVA Compass assigned to me, and the only assistance that the personal banker is able to offer is that this will be resolved, but she is unable to perform any more research than the branch associate. Yesterday I met with the VP of the branch that I bank at with the same results. The VP of the branch indicated that it would n't matter whether I spoke to her boss, or her boss 's boss, they would all be dependent on the wire transfer department to resolve the issue. The intermediate bank is XXXX XXXX XXXX, and none of the personnel from BBVA that I have spoken to has ever picked up the phone to speak to a representative at XXXX XXXX and secure a copy of a confirmation that XXXX XXXX has forwarded the money. The current steps that the bank are taking are to try and retract the money back to my account. The system for retracting the money is to send a request to XXXX XXXX to be forwarded to the original destination bank to request to get the money back. Given that BBVA has no idea if the money is still at XXXX XXXX or lost at the destination bank, and is unable to show any proof or confirmation documentation of where the money is other than not at BBVA, I dont have much faith that I will ever receive this money again, or ever learn of its final destination. XXXX - there should be a better system in place to ensure that banks that make international wire transfers should have to be accountable for knowing where the money goes.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-14

Birmingham, AL

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-14

Other

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-06-14

Houston, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: Once again, a repeating problem trying to send an international transfer through their website.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-12

New York, NY

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-10

Atascocita, TX

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-09

Benbrook, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-09

MO

Payoff process

Credit card:

Complaint: I made multiple payments ranging from {$2900.00} to {$4500.00} to BBVA bank using their online system and pulling from a XXXX XXXX XXXX checking account. At no time in the process did they say large payments may take 7-10 days to credit to my account and made no attempt to expedite the process. Instead, I just have a worthless piece of plastic with no available credit to use despite it showing up online on BBVA 's end and the money being withdrawn from XXXX XXXX XXXX 's end. This is ridiculous and intentional stalling on BBVA 's part during the XXXX bonus period they offer. They are systematically delaying their customer 's usage of the credit card during this time yet promoting this time as a way to garner more sign ups for their product. It is unethical.
Company Response: Closed with explanation

Disputed: No Timely Response