BBVA FINANCIAL CORPORATION

2016-02-19

Waynesboro, TN

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-18

Dayton, OH

Managing the loan or lease

Consumer Loan: Installment loan

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-17

Fort Worth, TX

Taking/threatening an illegal action

Debt collection: Payday loan

Threatened arrest/jail if do not pay
Complaint: Company called from XXXX said they were with compass bank and that they are collecting on a loan that was depostited into my account in 2010. They had the last XXXX of my ssn. Rep said that if I did not pay by Friday they would come to my job and arrest me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-17

Robinson, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-17

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I bought a house XX/XX/XXXX using BBVA compass for the mortgage. Since that time I have been utterly amazed at how difficult they make it to make additional principle payments. I had my XXXX mortgage through XXXX and it was as easy as you would expect, I was able to adjust my monthly auto-pay to whatever amount I want and make additional principle payments as I desired. BBVA has policies that only allow the auto payments to be the base payment/amount owed, thus limiting the amount of principle paid. When I tried to make a XXXX from my outside account, it showed up as " unapplied payment '' when I called to ask about it I was told it would switch to " principle payment '' after the next cycle, it did n't. Now I have talked with them and the only way to pay additional principle ( that is even mildly convenient ) is to cancel auto-pay and mail them checks. They told me that if I set up a checking account through them it would be easy to make payments. What they did n't tell me in that conversation was that setting up a checking account would come with it 's own headaches. So, just to simplify the issue, I think the practices/policies of BBVA compass for mortgages auto-pay are designed to dissuade costumers from making additional principle payments and I view this as an unethical policy.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-17

Irving, TX

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Denver, CO

Deposits and withdrawals

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-12

Fresno, CA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: We recently got a home equity loan with BBVA Compass. On our first mortgage statement we were charged a {$320.00} appraisal fee. When we reviewed our HUD-1 statement we saw that that fee was to be paid by the lender in escrow. We called BBVA Compass and after an 45 minutes of transfers and hold time, we were able to get them to reverse the charge. My concern is that other people have been charged an appraisal fee after closing, and did n't know that they should n't have to pay it.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-10

Los Indios, TX

Problems caused by my funds being low

Bank account or service: Checking account

Complaint: My name is XXXX XXXX and I bank with BBVA Compass with account number- XXXX I was charged several NSF , overdraft fees, and extended over draft fees. These were charged to me due to XXXX transactions and the bank continued to let XXXX company try to take the money out twice and charged me XXXX NSF fees. All the fees include a {$38.00} NSF fee on XXXX for XXXX, XXXX NSF fee for XXXX XXXX for {$38.00} on XXXX and another NSF Fee for the same transaction but a retry with another {$38.00} fee on XXXX, along with XXXX extended overdraft fees on XXXX and XXXX. That ends up totaling {$160.00} which is alot, Please email me at XXXXXXXXXXXX with any questions thank you
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-10

Houston, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We ( married couple ) spoke with mortgage loan officer XXXX XXXX of BBVA Compass Bank. We did so in XXXX and in retrospect, feel we were ill advised from inception by XXXX XXXX. XXXX XXXX was informed we were looking at two separate homes and he became aggressive in advising us to apply for two jumbo loans consecutively each in our own names. To summarize this made us uncomfortable and against his stern verbalization not to, my spouse terminated his original application for the secondary home. XXXX XXXX had been instructed by us from day one that the primary home was priority as it would be our primary residence. He continued to advise us to apply for the two loans while we continued to voice our concerns. We asked repeatedly for him to add my spouse to the primary home loan and he conveyed he did not want to do that. Fast forward to mid XXXX XXXX XXXX began procrastinating in returning my phone calls. It was unearthed that the loan for the primary home would not receive conditional approval without spouse as co-signor which is precisely what we requested from the beginning. XXXX XXXX would not advise me of this and I had to find out through him speaking to my husband about my individual loan. Hence, many flags were raised. We as a couple went to our local branch manager of BBVA Compass and voiced our uneasiness with XXXX XXXX. We were advised it would be best to withdraw my application and re-apply with spouse as co-signor but XXXX XXXX would need to remain involved or the process would be elongated. We were told we should still make closing on XXXX XXXX, 2016 and every effort would be made to rush as well as have XXXX XXXX ' involvement be supervised by XXXX XXXX, his manager. Time progressed and the situation with Compass deteriorated. XXXX XXXX proffered a series of excused as to why our loan had not moved forward. It was a very trying time. During this period, XXXX XXXX began communicating with our realtor. We both expressed to XXXX XXXX more than once that at no time did we want any information divulged other than the status of the loan. XXXX XXXX replied, " Oh do n't you worry, I got you. I will only tell her where things are. '' XXXX XXXX is continuing to advise us we will make our XXXX XXXX closing date and it is now XXXX, hence we know we are being lied to by omission. We are very uncomfortable with XXXX XXXX at this time, however, as we expressed such a month prior and no changes were made, we were left with no choice but to persevere. XXXX XXXX I am informed by our realtor that XXXX XXXX has abused his position with actions of appalling improper and unethical behavior. The realtor advised me that XXXX XXXX had been speaking with her daily by phone and had breached our privacy with complete indifference to the consequences of his customers being displayed by verbalizing to our XXXX my spouses financials to include income level, net income after taxes and what XXXX XXXX personally felt my spouse could afford. Furthermore, he prefaced the conversation with our realtor with the following words, " You can not tell the **** ( us ) what I am about to tell you. '' Our realtor expressed he continued for greater than 30 mins with divulgence of our personal information. Our realtor did not at anytime ask for this information nor encourage it. Her words pertinent to XXXX XXXX were, " He would not stop talking. '' Immediately I was very upset and shaking as I was shocked a mortgage loan officer would act with such imprudence and failure to fulfill his duty to confidentiality. XXXX XXXX breached our trust and abused his position. The indiscretions were not only unethical but breach of his privileges as a loan officer. He was immediately reported to Compass bank. We insisted XXXX XXXX be blocked from access to our accounts. As of today, we continue to receive docs with him as contact on our loan. It is quite unsettling.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-09

Arco, CA

Deposits and withdrawals

Bank account or service: Savings account

Complaint: Back in XXXX of 2015 I opened an account Online with BBVA Compass Bank. On XX/XX/XXXX I received a letter indicating that my account was approved and all was required was the opening deposit. On XXXX XXXX, 2015 I mailed in a money order in the amount of {$40.00} in order to have my account opened. A few days later I received another letter from BBVA Compass Bank that the account can not be opened due and issue with XXXX. So, I called the bank in XX/XX/XXXX top get my deposit back and the bank told me to call a week later. Called the bank a week later and I asked to have my deposit sent back and the bank could not locate it or could not give me any information. I have been calling the bank almost everyday and they can not locate my initial deposit of {$40.00}. I made a call to trace the money order and it was cashed on XX/XX/XXXX.I made another call to the bank today and they placed me on off on hold and at the end they tell me they can not locate the money order. The bank is not being helpful at all. how can a deposit go missing? It has been cashed. I need to have the bank investigate this further and pay me an additional {$100.00} for my time, calls and lack of service. And I have also noticed the bank is not being honest with me in regards to what has happened to my deposit.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-02-09

Glendale, AZ

Deposits and withdrawals

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-08

Deposits and withdrawals

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-08

San Diego, CA

Shopping for a loan or lease

Consumer Loan: Vehicle loan

Complaint: I had a XXXX dealership in XXXX Arizona run my credit and issue a auto loan to my cousin without my consent. They ran my credit in XXXX/XXXX/2015 and I never signed any consent for them to do so. I did not find out until XXXX XXXX sent me a letter stating that I had a new auto loan with them. As a result of XXXX XXXX running my credit without my consent Compass Bank Indirect also ran my credit without my consent.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-02-05

Houston, TX

Communication tactics

Debt collection: Auto

Frequent or repeated calls
Complaint: I am making payments on a small car loan, may be running late about 20 days. The lender has called me 36 times in the last 20 days, or so.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-03

Watkins, CO

Communication tactics

Debt collection: Auto

Frequent or repeated calls
Complaint: A separate party ( no relation to me ) and myself are signers on an auto loan with BBVA Compass. I only singed the loan to assist this person. This person has not paid the payment for 74 days. The bank calls me multiple times a day even after I have repeatedly informed them that I do not have possession of the car and that the person driving the car ( which is supposed to be paying for it also ) has placed a protection order against me until XXXX XXXX when we will be in court to fix that issue. After that, I told the bank ( BBVA Compass ), that I would be attempting to recover the car so I could perform a voluntary surrender of the vehicle to them and later attempt to fix the remaining balance. No matter what I tell them or how many times I answer the phone, all they ever do is ask for payment. When I try to talk to them, they just talk over me and will not let me talk, simply stating, " Do you have your bank account information ready for payment? " .. even if I ask them to stop talking and listen to me, they continue to ask for payment. It is enough to drive a person crazy. I understand if I did not answer and they did not have any information. I am trying to inform them of what is happening but it seems they do not notate the account and call me every day multiple times a day regardless of any information I give them. Now when they call, my skin crawls and if I answer I end up getting very upset. I feel like they are harassing me since I am trying to communicate with them but they just keep calling for payment as if they had never talked to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-01

Salton City, CA

Using a debit or ATM card

Bank account or service: Checking account

Complaint: On XXXX XXXX, 2016 I went online to my bank account with BBVA Compass Bank, XXXX XXXX, CA. I observed that I had charges that had been deducted from my account that I had not made. I immediately telephoned my bank and was told by the first representative, who was in XXXX XXXX, that I should contact the vendor about these charges. I was appalled that I was not referred to the Fraud Department and instead was told that until the charges left the Pending category and moved into Posted that I would not be able to dispute the charges. Today, XXXX XXXX, 2016, XXXX of the charges have posted. I again called the bank and was referred to Disputes. I was also told that it would take 10 business days to return my funds to my account. I would like to file a complaint because I feel this is extremely unfair that a consumer must follow rules and regulations that are obviously in favor of the banking institution. My bank gets to float on my money. I find this unacceptable. When I use my debit card, charges are immediately taken out of my account. If I get a credit for charges placed on my debit card the bank gets to float on my money until they decide to return said funds. Again, I must complain that this is unfair to the consumer, me, and I want to make a formal complaint.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-29

Lewisville, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: Please consider this letter a direct dispute under FCRA. A review of my credit report has revealed a hard inquiry by Compass Bank dated XXXX XXXX, 2015 via XXXX. I currently have an association with Compass Bank through a checking account in the name of the " XXXX XXXX ''. The checking account, ending in XXXX, was opened in XXXX 2015. Between the opening of the account and today, I have not applied for additional services or products from your company. Therefore, I believe that you did not have permissible purpose to pull credit history from XXXX or any other Credit Reporting Agency on XXXX XXXX, 2015.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2016-01-27

Austin, TX

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-27

Hemet, CA

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-27

Los Gatos, CA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-27

Spring, TX

Account opening, closing, or management

Bank account or service: Checking account

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-26

Federal Way, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I am XXXX status of approved XXXX and Pending XXXX ( adjustment of status ) with Employment Authorization Document. I applied for mortgage loan and explained my XXXX status and ask them to check it even before they run my credit, and they checked it with their underwriter andsaid there is no problem, I sent all my documents and got the pre-approval letter and found a house, after I paid for appraisal and all the other parts of it I got conditional Approval letter from them. As XXXX of the last steps I was supposed to open a checking account to get extra discount on my interest rate and they said they ca n't open the account online and I have to go with higher interest rate. When I said I can fly to a branch ( the closest is in XXXX, CO ) they said that will work. I flew there and submitted all my documents and returned to XXXX. After a couple of days they said not only I ca n't have a checking account with them but also my loan is denied. The reason they gave me is my XXXX status, what they knew from the beginning. They say because I am from XXXX I have to either have a XXXX or have XXXX despite what they told me in he middle of the process that if I am transitioning from XXXX to XXXX I have to have the approval letter of my XXXX ( which I have and provided to them ) along with my Employment authorization Document and a letter from my employer, I provided all of them. It is obvious if I had not applied for checking account and had accepted the higher interest rate this had not happened. Their XXXX department has made this decision as far as I could understand. The excuse they gave me was obvious to them from the start and they just played with me and I feel I am being discriminated based on my national origin which is against the Fair Housing Act. And this whole thing has made lots of punitive damage to me and my family.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-25

Houston, TX

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-23

Alvin, TX

Problems caused by my funds being low

Bank account or service: Checking account

Company Response: Closed with monetary relief

Disputed: No Timely Response