BBVA FINANCIAL CORPORATION

2016-04-07

Sun City, AZ

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-06

Houston, TX

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-06

Dallas, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Complaint: Car was declared a total loss. Insurance called loan ( BBVA ) to get pay off. Pay off was sent in writing to insurance company. Insurance company sent check, loan advised wrong amount and that they made a mistake in the letter. Letter states it is a guarantee.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-06

AZ

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: BBVA Compass authorized a charge card without my consent. I specifically asked for only a checking account and not a charge card. XXXX XXXX tried to slip in a paper to sign along with the checking account papers after I told him I did not want to open a charge card. I caught it and did not sign the contract to open a charge card. I then received a charge card in the mail. XXXX XXXX also asked if I wanted help setting up online banking. I said yes. Then he asked me where I was from and he told me he would use that information for my security question. I told him to stop setting up the online banking and I would do it myself.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-04-05

Orlando, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-05

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: BBVA Compass bank purposely places online deposit limits onto your account so that you can not put enough money into your account to pay your mortgage. Also, mishandles funds which result in overdraft fees. Mishandles checks and says they do not process because of lack of funds, which is not true, requests another check, then cashes both, which results in overdraft fees. Online banking updates are misleading, they update the mortgage payments online but while delaying updates to checking accounts which is also misleading and leads to more overdraft fees. Incompetence at all levels.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-04

Beyersville, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-03

Birmingham, AL

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I have a home equity line with bbva compass bank in XXXX Alabama and I had it for years with no problems. The bank suddenly decided to suspend my account and close it and force me to Pay back the loan over a restructured payment plan over 15 years. I am current on my payments and I was never late so I do n't know why they are doing this .the account was active and in good standing
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-01

San Antonio, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-01

Houston, TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: I have a checking account with BBVA Compass bank AND a XXXX XXXX account in XXXX. They have an option to transfer money from XXXX account to the other " instantly '' generally within XXXX minutes.. They frequently debit my money right away and then delay the deposit in the other account. Unless I call and spend approx XXXX minutes on the phone with people that are clueless about this process to get it resolved.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-01

Alvarado, TX

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-01

Brooklyn, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: On XXXX XXXX, 2016 I submitted a complaint to Federal Reserve Consumer Help See Attachments # XXXX " Federal Reserve XX/XX/2016 ... '' and # XXXX " Federal Reserve Case number XXXX ... ''. On XXXX XXXX, 2016 I submitted a complaint to CFPB # XXXX " Case number XXXX with response '', yesterday XX/XX/2016 I received an email with the " BBVA '' response, See Attachment # XXXX " Case number XXXX with response ''. On XX/XX/2016 I spoke to XXXX XXXX, and discussed my disapproval of the " BBVA '' -response. I was advised to re-submit my complaint and add my " desired resolution '', although it was filled out in the previous complaint I reenter a new complaint with the hope of a better result, after-all the name Consumer Financial Protection Bureau, indicates that the consumer ( me ) is protected by the Government ( .gov ) from bureaucratic banks ( Financial Protection ). HERE IS MY COMPLAINT : I applied on line to open with " BBVA '' a 13 month CD that pays 1.41 % APY. The application offered to fund the XXXX with external account -ACH ( Automated Clearing House ) saves time mailing a check. See Attachment # XXXX " Application '' it is a replica of my original application. Although I filled up all necessary fields, it did not go through. Trying again the following day did not have a good result after calling the help line the bank did not offer any help, so I mailed a check ( since I do not keep $ XXXX in my checking I postdated it ). See Attachments # XXXX " check-face '' and # XXXX 'check-back ''. About 10 days later, inspecting daily my checking account I noticed that the XXXX was not cashed I called the bank and XXXX XXXX told me that a New-York resident can not open an account with the bank my account is closed and the check will be returned to me by mail. See Attachments # XXXX " XXXX XXXX XXXX - XXXX XXXX ( I will try to upload the XXXX file ). Only documentation that I received from " BBVA '' since XXXX XXXX 2016 until today XXXX XXXX, 2016 are Attachments # XXXX " BBVA XXXX XXXX XXXX letter-password reset '' and # XXXX " BBVA deposit XX/XX/XXXX withdrawal XX/XX/2016.XXXX-balance '' I also downloaded from " BBVA '' website Attachment # XXXX " BBVA Download on XX/XX/2016 '' it shows a XXXX balance. Besides the absence of communication from the bank that results in lack of consumers knowledge of his account it shows contempt towards the customer, disrespecting the client, the bank investor is not important to the Bank to take into account, otherwise XXXX XXXX would not wait 14 days to inform me that the bank " reopened the account '' see Attachment # XXXX " XX/XX/2016 XXXX XXXX '' instead of letting me worry " where is my XXXX, that was promised to me by XXXX XXXX that it was mailed on XX/XX/XXXX See Attachment # XXXX " Recorded Conversation on XX/XX/2016 XXXX XXXX. On XXXX looking at my checking account See Attachments XXXX, XXXX, XXXX XXXX XXXX - my online checking transactions the bank paid on XXXX the XXXX to " BBVA '' ( page XXXX Attachment # XXXX ) I called the bank and I was asked to prove that the bank cashed my check, See Attachment # XXXX " Recorded Telephone Conversation on XX/XX/2016 XXXX ". In same conversation I was asked to prove that " BBVA '' cashed the check, they actually denied it how can I trust a bank with {$200000.00} that have lousy employees that can not give straight answers for weeks about my account about my check about my account giving contradictory answers about the state of account about cashing the check about having to be resident where there is a BBVA bank. Then after calling him on XX/XX/XXXX a month after my initial contact with BBVA bank ( XX/XX/2016 ) XXXX XXXX nonchalantly tells me that the bank reopened my account. Well, I do not trust an institution that treats me as dirt, lies to me and behaves very unprofessionally. To top off their incompetents when I protested that I do not want an account with a bank that has too many excuses for creating a annoyance, ... continue
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-04-01

MN

Rewards

Credit card:

Complaint: I opened a credit card account with BBVA Compass on XXXX XXXX, XXXX. I was offered a promotion to open the account, which was XXXX bonus points for net purchases of {$1000.00} over the first 90 days. The promotion was for opening a BBVA Compass XXXX XXXX XXXX card. I went over the {$1000.00} mark in spending on XXXX XXXX, XXXX, according to my records and confirmed by a BBVA Compass customer support representative. I was told that it might take 30-45 days to post these bonus points to my account. I have worked with BBVA Compass to resolve this matter on several occasions, including four attempts in XXXX XXXX, two of them by phone and twice by secure message at their website. I called one more time on XXXX XXXX, XXXX to request the points be posted as it had been more than 45 days. However, as of today my account still has not had the points credited. These points are equal to {$200.00} in a statement credit and this promotion was a significant factor in my decision to open the account. I would like BBVA Compass to honor our agreement. BBVA Compass has acknowledged that these points are due to me but has not been able to post them to my account.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-31

Macclenny, FL

Communication tactics

Debt collection: Credit card

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-30

Jacksonville, FL

Bankruptcy

Credit card:

Complaint: BBVA Compass is violating Federal Bankruptcy Laws. On XXXX/XXXX/2016 I filed Chapter XXXX Bankruptcy in the XXXX XXXX XXXX Florida Case # XXXX. BBVA Compass was a listed creditor BBVA Compass on XXXX XXXX, 2016 is requesting me to pay {$3900.00} by XXXX/XXXX/16
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-29

Escalon, CA

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-25

San Antonio, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-25

Beaumont, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-25

San Diego, CA

Rewards

Credit card:

Complaint: I received an email for my BBVA Compass XXXX XXXX/XXXX/XXXX stating " Spend {$500.00} or {$1000.00} in qualifying online purchases and make XXXX Real-time Rewards Redemption through BBVA Wallet and receive XXXX or XXXX bonus points ( enough for {$25.00} or {$50.00} account credit ). This offer is only valid for online purchases with XXXX BBVA Wallet Real-time Rewards Redemption between XXXX XXXX and XXXX XXXX, XXXX. '' I made {$1000.00} of purchases during this time and never got the reward. In XXXX XXXX, I started getting in contact with customer service. After being bounced around several times, being told that I would get a call back and never would, and having to re-explain the issue to multiple reps, I finally got an answer. Unfortunately, I was told that I would not be receiving the bonus because I purchased " gift cards ''. Besides the fact that I did not purchase gift cards, nowhere in the email does the word " gift '' even appear, meaning that this kind of purchase was not excluded. As a result of this decision, I have lost XXXX rewards points which are worth {$50.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-24

Coronado, AZ

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-24

Lk Buena Vis, FL

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-23

Tucson, AZ

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: Read the fine print. CD came due and I missed the due date. Starting calling service number but put on hold for extended period of time. Finally went to bank in person after being unable to contact bank by phone. CD automatically renews for 18 months if you do not contact them which is fine but the interest rate is .25 percent and a penalty withdrawal of XXXX plus XXXX % of the amount. Which in my case would be approx. {$4500.00}. I would think to be fair the interest rate should be at least equal to previous rate and not such a low rate dertermined by the bank. I ask for either waving withdrawal penalty or matching the origional rate. Bank manager said they would check and call me. Never got a call. Contacted band and was told it had been longer than 30 days and their legal department determined that is was locked in at the low rate. Ca n't believe CFPB would ever let a bank write a contract like this. So one sided, puts the consumer at a complete disatvantage. The CD is with BBVA Compass bank in XXXX Az.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-22

Elk Grove, CA

Delinquent account

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-22

Mesquite, TX

Managing the loan or lease

Consumer Loan: Vehicle loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-21

Eight Mile, AL

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response