BBVA FINANCIAL CORPORATION

2016-05-07

Mabank, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-06

Saint Augustine, FL

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-05

Berthoud, CO

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: This complaint is about BBVA Compass Bank. I received a car loan with them in XXXX of XXXX. I made every payment on time. I recently bought a new car and was informed that the Compass car loan does not show up on any credit reporting agency. three and a half years of on time payments do not show up anywhere. However, in XXXX they closed a credit card account because they reviewed my credit report on XXXX and it was n't up to their standards. That negative closure shows up on all three reporting agencies but the fact that I have consistently paid 3 times the minimum payment since the closure does not. They only show I pay the minimum payment. I called Compass. Nothing they can do about the credit card. I called about the car loan. I received a message that they had fixed it and I could return to the dealership after XXXX XXXX and it will show up. It does not. it is now XXXX XXXX. They 've done nothing but damage my credit and refuse to show that I have never been late, that I pay more than the minimum on XXXX the car loan and credit card and never even reported the car loan to the credit bureau. They have severely negatively impacted my credit and I have no idea how to get them to fix it.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-05

Shalimar, FL

Problems when you are unable to pay

Consumer Loan: Vehicle loan

Complaint: XX/XX/XXXX, I acquired an auto loan for a XXXX Mitsubishi Lancer through BBVA Compass Bank. The monthly payment due at the time was ~ {$190.00}. Which was made every single month, as is documented by the bank themselves in my credit report print out. I would always go directly into the banks physical branch to make my loan payment, and tell them to simply charge my checking account the minimum due - The exact same thing was said every single time. My vehicle was repossessed early this morning, XX/XX/XXXX. I called and actually logged in to check my loan status on their website, and they 've documented it as 95 days pass due, with a delinquent amount owed of {$1300.00} USD. The repossession branch I was transferred to on the phone quoted me at owing just under {$2000.00} by Friday ( XX/XX/XXXX ) in order to prevent the vehicle from going to auction. On the credit report I obtained today, the past due amount is {$970.00}. Also, on the report it 's clearly shown that XX/XX/XXXX, my scheduled payment amount was increased from {$190.00} to {$320.00}, which one assumed would have been mentioned when I gave them directions to charge my checking account the minimum amount. While on the phone with BBVA Compass, I attempted to ask if there was any way we could work together to pay this apparent debt off and reacquire my vehicle - I am employed full time as XXXX XXXX military, my income is secure. When I explained to them military pay schedules being on the XXXX and XXXX of each month, and there was no way for me to make a full payment of {$2000.00} in less than 3 days time, the conversation was essentially ended. Also, failing to tell me where I could at the very least go to my car and obtain my personal effects inside of it ( IE : personally identifiable information, personnel records, my uniforms and even the original copy of my marriage certificate ). Tomorrow I 'll be going to the physical branch in person as a last ditch effort to try to get them to cooperate in payments.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-05-04

Sacramento, CA

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-03

Lafayette, CO

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-28

El Paso, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: On XXXX the XXXX I deposited a check in the amount of {$250.00} bringing my balance up to {$320.00}. Following my deposit, I used my debit card for XXXX purchases in the amounts of {$38.00}, {$44.00}, {$120.00}, {$40.00} and {$46.00} totaling {$290.00}, thus leaving my account with {$35.00}. I received XXXX NSF charges for my purchases each in the amount of {$38.00} totaling {$150.00}. My account is now in the negative and the bank refuses to refund the charges. How is it possible to get charges when there was money in the account?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-27

Tucson, AZ

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-04-27

Juniper Hills, CA

Deposits and withdrawals

Bank account or service: Checking account

Complaint: MY BANK ( BBVA COMPASS ) DECIDED TO FREEZE MY ACCOUNT. I WAS NEVER NOTIFIED FIRST OF ALL AND NOW MY SOCIAL SECURITY CHECK WILL BE DEPOSITED INTO THAT ACCOUNT AND I HAVE NO WAY TO GET IT OUT. I KNOW SOCIAL SECURITY XXXX CHECKS FUNDS ARE EXEMPT FROM BEING FROZEN SO I HAVE NO IDEA HOW TO GET MY MONEY FROM THEM.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-26

Ft Belvoir, VA

APR or interest rate

Credit card:

Complaint: To Whom It May Concern : I am writing this letter to dispute a billing error on my credit card account in the amount of {$150.00} in the form of additional interest from BBVA, the bank card issuer. This charge appeared on my billing statement, dated XXXX/XXXX/XXXX. I have enclosed a copy of my billing statement with the disputed charge circled. This charge is inaccurate because on XXXX/XXXX/XXXX BBVA incorrectly assigned my account a {$27.00} returned check fee for a electronic funds transfer from XXXX bank ( CFPB can corroborate this as fact via XXXX previous case number : XXXX ) On XX/XX/XXXX my checking account at XXXX had a balance of {$2000.00}. On XX/XX/XXXX I initiated a pull payment via the BBVA website in the amount of {$2000.00} out of my XXXX checking account into my BBVA compass account using the account and routing #. The payment was properly credited at BBVA Compass on XX/XX/XXXX. However on XX/XX/XXXX a full six days after BBVA credited the payment the following transaction details appeared in my BBVA account Description Debits XXXX/XXXX/XXXX XXXX/XXXX/XXXX RETURNED CHECK FEE {$27.00} XXXX/XXXX/XXXX XXXX/XXXX/XXXX PAYMENT REVERSAL {$2000.00} Despite the fact that my XXXX checking account had the funds ready and available at the time of transfer. Due BBVA being the causation of the {$27.00} returned check fee, combined with my lack of any type of notification of any restriction imposed on the use of the funds in my checking account I requested that BBVA credit my account for the error and BBVA verbally agreed to correct and reverse the {$27.00} charge shortly after it appeared on my account, however curiously BBVA waited until XXXX/XXXX/XXXX to effectuate this reversal of the incorrectly assigned {$27.00} returned check fee. I took XXXX 's word that they would expediently correct the {$27.00} charge and paid my entire balance but for the {$27.00} moreover I needed to call BBVA no less than four times and wait almost 2 full statement periods to get this {$27.00} error reversed. Fast forward to the XXXX/XXXX/XXXX statement and the {$150.00} interest charge arrived on my statement that had otherwise been paid in full before the statement close. I called BBVA to inquire as to how they reached this conclusion on the daily compounded interest calculation however they have refused to provide me with a detailed computation breakdown of how they arrived at the disputed interest charge of {$150.00}. Under the Fair Credit Billing Act, I am requesting that this billing error be proven, validated and corrected and any finance charges and fees associated with the disputed charge be credited to my account, and for an accurate statement to be mailed to me. In support of my dispute, I have enclosed copies of the following : copies of my BBVA billing statements for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and my XXXX checking account statement from XXXX XXXX proving the funds were available for transfer and that BBVA and XXXX committed a banking error at my expense. Please investigate and correct this billing error as soon as possible. Sincerely, XXXX XXXX XXXX Enclosures : BBVA billing statements for the months of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, XXXX checking account statement from XXXX XXXX
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-25

Jacksonville, FL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-22

Jacksonville, FL

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2016 I was charged a total of {$680.00} by XXXX car rental agency. My final charge per my rental contract was only {$230.00}. After being unable to reach a resolution with the merchant I contacted my bank for assistance. They have been of very little assistance thus far and have yet to reach a favorable conclusion regarding my overcharges amount.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-21

Benbrook, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-21

Benbrook, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-21

Watkins, CO

Improper contact or sharing of info

Debt collection: Auto

Contacted employer after asked not to
Complaint: Contacting me at my place of work on company phone line. After I had told them this is my work place phone. Stating that they will report it to the credit bureau. For a debt that I feel is not owed.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-20

TX

Identity theft / Fraud / Embezzlement

Credit card:

Complaint: My information was used to illegally open a line of credit. My signature was not written in person and therefore photo-shopped onto an application for processing. The funds were obtained and used. The company is saying it is my account, but the address used is an address I have never resided at.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-19

Alvarado, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-19

Aurora, CO

Loan servicing, payments, escrow account

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-04-19

San Diego, CA

Fraud or scam

Money transfers: Domestic (US) money transfer

Complaint: I received an email from " my boss '' asking me to transfer money to another bank account. My boss did not send it. Our domain name isXXXXXXXX, the email was disguised, but our IT person looked into it and discovered it came fromXXXXXXXX ( just XXXX " t '' instead of XXXX. ) The sender attached a pdf, asking for money to be wired to XXXX XXXX, via Compass Bank, XXXX XXXX XXXX XXXX, XXXX, NM XXXX. Routing number XXXX. Acct number XXXX. We did not transfer any funds, but I wanted to make you aware.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-13

Brooklyn, NY

Other

Credit card:

Complaint: BBVA Compass froze my BBVA Compass XXXX XXXX XXXX credit card account in XXXX XXXX and closed it a few weeks later. I had a - {$500.00} ( a negative balance ) on my BBVA Compass XXXX XXXX XXXX credit card account that I tried a few times to request a balance refund check for that amount, but customer service never managed to process the check because they explained to me that my account is now in a special department, and they need to process and approve issuance of the check. I could never contact the mysterious special department and was not issued a balance refund check. So the negative balance was sitting in my account for a while, until XXXX XXXX, XXXX when a mysterious charge posted to my account for the exact amount of {$500.00}, making the balance of my account {$0.00} and essentially seizing all the money that belonged to me. I contacted BBVA Compass several times inquiring about the transaction and nobody could explain to me why a transaction posted to my account in XXXX XXXX, XXXX, and whether and when they are going to send me a balance refund check for the negative {$500.00} I had in my account. I have attached a statement for XXXX XXXX, XXXX XXXX, XXXX period which shows there was a negative {$500.00} balance on my account ( meaning the bank owing me that amount ). I have also attached summary of details of transaction that posted to my account in XXXX XXXX, XXXX seizing the negative balance from my account. I demand BBVA Compass to send me balance refund check for {$500.00} which is the amount they owe me because of the negative balance on my credit card.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-04-12

Houston, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-10

Val Verde, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I recently opened a business account with BBVA in XXXX 2016, and ever since then, I have been having issues with logins, password retrievals and the rest. The most painful thing was when XXXX of my clients wired money into the business account and subsequently had to wire some into the company 's brokerage account. The wire transfer was cancelled and hence, account frozen. I have gone to the local branch at XXXX TX to make complaints, but all to no avail. I was told they could n't unfreeze the account because whoever froze it is still unknown and neither do they know the reason behind it. This is a business account, and I have n't been able to conduct business the way I should. All I want is to withdraw all my cash and possibly close my account with them. If no resolution is reached in couple days, I will proceed with legal actions. This is absolutely absurd and uncalled for. XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Prescott Valley, AZ

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-08

Box Springs, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-08

Bremen, GA

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: My husband and I opened up an account with BBVA Compass Bank for our new vechicle. I was told by several reps that I could make a payment from our checking account since BBVA Compass bank did n't have a way to pay online. I made NUMEROUS attempts to pay thru our checking acct and was told that my bank " rejected " the transaction. After multiple calls to my bank, my bank advised me there was no record of BBVA Compass bank transaction. I made a " bill payment '' to BBVA Compass Bank XXXX XXXX/XXXX/16. I checked my bank on XXXX/XXXX/16 and confirmed BBVA Compass bank received my payment. On XXXX/XXXX/16 I started receiving XXXX telephone calls per day from BBVA Compass bank!!!! I returned the call and was told by a rep in the collection department that my payment was late. I advised the rep to double check the records and that the payment was sent via bill pay and received by the bank on XXXX/XXXX/16. After the conversation, I continued to receive calls from BBVA Compass bank XXXX8 times per day!!!!! The calls interrupted my day and evening. I had to put the bank on call block. I called BBVA Compass bank today- XXXX/XXXX/2016 and requested to speak with a supervisor. The call was transferred to XXXX XXXX XXXX. She pulled up my account and verified my account was paid on XXXX/XXXX/16. I advised XXXX a complaint will be filed for harassment from BBVA Compass bank regarding this issue since it should of never happened.
Company Response: Closed with explanation

Disputed: No Timely Response