BBVA FINANCIAL CORPORATION

2016-03-16

El Cenizo, TX

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-16

Alvarado, TX

Making/receiving payments, sending money

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-16

Gainesville, FL

Balance transfer

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-15

Irvine, CA

Application processing delay

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-15

TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: During the process of closing our mortgage loan with BBVA-Compass, they broke their written contract with us, and we have XXXX specific complaints against BBVA. 1. BBVA failed to close on schedule which resulted in fees charged to us by sellers. -On XXXX/XXXX/XXXX we signed a contract with BBVA to close on XX/XX/XXXX.BBVA advised us they would not meet this closing, andweagreed to change the closing date to XXXX/XXXX/XXXX. -We had not heard anything from XXXX XXXX our closing date approached. I contacted XXXX XXXX ( Loan Officer ) on XXXX/XXXX/XXXX to make sure everything was on schedule and did not receive a response. We then called called XXXX XXXX, the Loan Processor, a week before our closing and were told that we had " unreasonable expectations '' if we thought wewould close according to our contract, and that she would not get to our file until XX/XX/XXXX.BBVA refused to set a new closing date. We were eventually told that XXXX XXXX had not been working on our file for weeks despite our sending in requested documents. -The sellers were not willing to accommodate a second change of closing date unless we agreed to pay them {$110.00} per day starting XX/XX/XXXXuntil closing. -The Branch Manager XXXX XXXX at the XXXX Branch in XXXX XXXX , XXXX XXXX XXXX Loan Officer, and the Processing Department Supervisor XXXX XXXX all assured us that everyone at BBVA was working diligently to get this paid and that they had brought it to their supervisors. They later advised us thatthey were unable to process this before our closing date.We met in person with XXXX XXXX to express our concern about this and she assured us that we did not need to worry about this and that she would personally see to it that we were reimbursed for the delay of closing fees ( {$110.00} per day ) after the closing. She told us that as a branch manager she could authorize a refund of this fee. Calls to XXXX XXXX have not been returned since closing. 2. Our contract with BBVA included a PMIpayment of {$110.00}. We were quoted this amount when we met with the Loan Officer and it was also reflected on the Loan Estimate we signed on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX, BBVA issued a new Loan Estimate with a PMI of $ XXXX.There had been no prior notice to us that there had been a change in rates. -BBVA was unable to explain the change and did not know which amount was accurate. -Eventually we were assured by XXXX XXXX ( Processing Dept ), XXXX XXXX ( Branch Manager ) and XXXX XXXX ( Loan Officer ) that they were working to address this and again bringing this to their supervisors to get a resolution. XXXX XXXX suggested that we could getPMI removed entirely as our appraisal reflected XXXX % equity.When it did not look like BBVA could accomplish this, XXXX XXXX suggested that BBVA could refinance the loan after closing, with expenses paid by BBVA. -At no point did any BBVA employee suggest there was a possibility that BBVA would not remedy this situation. Both the daily fee to seller, and the PMI discrepancy were drawn out by BBVA, with dailyassurances to us that BBVA would resolve this, until we were at a point where we would lose our {$4700.00} deposit and the property if we did not continue with BBVA and close on the house. Neither issue was resolved before closing. We were advised by branch manager XXXX XXXX in a phone conversation to close as there had already been so many delays and that both issues would be resolved after closing. We felt we had no choice but to trust the word of multiple BBVA employees. Since closing BBVA has stated that they are not required to meet the terms of theoriginal Loan Estimate. They offered to reimburse for the daily fee on the condition that we sign a confidentiality agreement that we believe will eliminate our ability to pursue the change in PMI.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-11

Birmingham, AL

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-11

Grand Forks, ND

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-03-11

Santa Ysabel, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-11

Bedford, TX

Making/receiving payments, sending money

Bank account or service: Cashing a check without an account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

Brooklyn, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-10

Brooklyn, NY

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: Compass Bank, the option to fund the account with a ACH transfer did not function, I called them and was transferred several times until I gave up. within a day or two I tried to do it again and I still could not complete the ACH transfer called them again and could not get anywhere, on XX/XX/XXXX I tried the third time and changed the application to fund the CD with a check, and mailed out a check for {$200000.00} clearly marking the purpose of the money and the account number that I was given, five days after mailing the check I saw that it was not cashed yet I called the bank again they told me that the check did not arrive yet and I should call in 5 days. I called them on XX/XX/XXXX and I was told that the account was closed because it was not funded and my check is being returned, I was surprised to see that the check was cashed I called them on XX/XX/XXXX, and was shuffled from person to person without any results. The last person I spoke to was a guy by the name of XXXX that later said his name is XXXX with the promise that check is being issued and sent out to me immediately. I called the FDIC to complain about this episode, they said I have to complain with ; Federal Reserve Consumer Help I called them and they said to lodge a complaint in writing which I did. Today XXXX XXXX, 2016 I get an answer that I have to make a complain with Consumer Financial Protection Bureau, and I am doing it right here and now. MEANWHILE IT IS 10 DAYS PAST THAT bbva copass bank IS HOLDING MY {$200000.00}. AND LAUGHING ALL THE WAY TO THE BANK
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-10

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I bought my first house in Florida after graduating from college and securing a job. I settled down and had a family. Then, my job relocated me out of state. The housing market crashed. I had a high interest rate XXXX % and was severely 'under water ' and I could not refinance. I submitted several hardship requests to the bank asking for help with little help. I held on for the property for over 5 years and consecutively lost money every month. My husband lost his job and my son had health problems. I could no longer afford to lose money on a XXXX residence that I finally put the house up for sale. I bought the house for $ XXXX and sadly could only sell the property for $ XXXX. Before finalizing the short sale, I worked with BBVA Compass where I would pay $ XXXX of the short sale. I never received a bill or statement so I sent in a check to the normal address for mortgage billing. My check was returned with the response of 'account has been closed '. I called in several times to only get a voicemail and my calls were never returned. A few months later a debt collection company reached out to me with a XXXX bill. I did n't have that much money. We negotiated a {$2.00} settlement to cover the whole outstanding balance with Compass Bank. The next month I was served with court papers. I immediately hired a lawyer. I was never notified of my court date and now I had a judgment of the full balance ~ $ XXXX. I tried working with Compass Bank continuously since the judgment date ( XX/XX/XXXX ). Their legal team was not aware of the $ XXXX settlement paperwork. I 'm trying to get them to work with me and they refuse and want to play games. For example, they offered me a settlement option at $ XXXX XXXX 2015. I tried to accept the offer later in the year ( after securing enough $ $ ) and now they wo n't accept that offer. They continue to garnish my bank accounts and cause emotional distress to family. Their greed and business practices are disappointing and unethical. I want to terminate my relationship with this company and move forward but they will not make any counter offers or strive to make an attempt to resolve this issue. I 've tried requesting help from governmental agencies with no luck. There are a lot of programs available but because the loan was not underwritten by XXXX XXXX or XXXX I have n't qualified. Please help!! Respectfully, CBK
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-06

Dothan, AL

Using a debit or ATM card

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-03-04

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-04

Las Vegas, NV

Closing/Cancelling account

Credit card:

Complaint: On XXXX/XXXX/16 I applied online for the BBVA Compass XXXX XXXX XXXX XXXX. I was instantly approved with the Slam Dunk message. The following week I received a letter stating that my account was closed and that if I wanted to know the reason why to contact them. I called the number listed on the letter and spoke with a rep who told me that they thought my account was closed because they thought it was a fraudulent application. I told her it was n't a fraudulent application and asked if I could verify my info or what else could I do? I also asked why no one contacted me to verify my information. She said she did n't know and suggested I " check my reports '' I have monitoring with XXXX ( who they pulled ) and XXXX monitoring. I check my reports regularly and also am notified of any activity on any of my reports. I have lived at the same address and had the same phone number for over 5 years. I have never had any fraudulent activity on any of my reports. I have never had any fraudulent accounts opened in my name. I have never even froze my reports. There is no reason that it should have been considered fraudulent. She said that she could not help me with my questions and gave me the number for the " fraud '' dept. I called that number and it ended up being disputes. They told me the same thing as the first rep, and transferred me to the actual fraud dept who again told me the same as the first rep that they think it is a fraudulent application and to check my reports. I told him that I am me and it is not fraudulent, what can I do? He also could not give me any information and transferred me to a supervisor. The supervisor also could not help me and wanted to transfer me back to customer service ( where I started ). She put me on hold and then came back and said that customer service could not help me either. I have checked all XXXX credit reports and everything is correct. There is no fraudulent activity and all my info is correct and up to date. There are no discrepancies. BBVA Compass is becoming known for closing accounts without cause. They use " fraud '' as a reason but can not give any info. A quick google search shows this has happened to many people.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-03

TX

Deposits and withdrawals

Bank account or service: Checking account

Complaint: On XXXX XXXX I was approved for an account with Simple. In order to fund my new account I would have to link an external account. Once I verified my external account I proceeded to deposit {$2500.00} into my Simple account. A few days later I was locked out of my account because they needed more verification. I sent in all requested material including XXXX bank statements. Days later I received another message saying they would n't accept my bank statements. After going around in circles with my other bank I requested to have my Simple account closed due to the fact that they would not accept my external bank statement. Simple informed me that for some reason they could not return my money or close the account. I put my trust into a company who had excellent reviews only to get denied access to my hard earned money. I 'm only requesting that my funds be returned to me with no further issues.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-02

Los Indios, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-03-01

Montgomery, TX

Problems caused by my funds being low

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-01

San Antonio, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-25

Dothan, AL

Billing disputes

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-24

Houston, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-24

MS

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Complaint: I can not get my XXXX from BBVA Compass Bank. I changed my address in XX/XX/XXXX and they have the correct address on file. I have been given the run around, mis information and was hung up on. XXXX different Customer Service Reps have stated the XXXX would be received within 7-10 days. I still dont't have it after a month.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-23

Discovery Bay, CA

Managing the loan or lease

Consumer Loan: Installment loan

Complaint: I was supposed to receive a discount for having my loan deducted from my checking about at BBVA Compass bank ... I submitted the documents they mailed me in XXXX. I am still not receiving the discount..And everytime I call to inquire..nobody knows anything. I have even resubmitted the document and have received no response
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-23

Aubrey, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-21

Grand Prairie, TX

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response