My husband passed away two months ago leaving behind an a point he opened for our son. Although I provided the proper documentation of the death certificate and a copy of my husband's will...I am unable to become the guardian on my child's account...it took a two month go around for the bbva bank in Broaddus Texas to tell me that there is nothing they can do.
On JUly 10, 2021, I lost my debit card. I called the customer service number and of course they are not in the United States. I canceled my card and ordered a new card. After 10 days, I had not received my card. I called again. This time the person told me that she did not see a request for a new card. So, she said she was going to put a rush on my new card and I would receive it in 2-4 days. Well, 7 days later I call again because I of course did not receive the card. On the third customer service person, he tells me there is no request for a new card or a rush on my card. I hung up. The following week, I went to my local bank and talked to a banker. His last name is Torres in SAn Antonio, Texas. He orders a new card and puts a rush on it. He said it was too expensive to order it overnight. LOL. On the seventh day I call him and tell him I did not receive the "rushed" debit card. He tells me it's because of the "fires" and it is slowing the process. So, I gave him the benefit of the doubt and waited another week. After another week I call him. NOw he tells me it is a vendor problem. He also tells me there is a "backlog" of cards because there are too many people asking for a replacement for an expired card. Oh my God. What do I have to do to get a debit card? I am seriously considering changing banks now because of the unprofessional assistance and horrible customer service. It is now August 18 and I still have not received my replacement card. Not surprised.
This Bank is the worst I am on SSI they have had 1,500 dollars of my money for over 2 months I have been lies to hung up on I have gone to two different branches had the branch manager call and still can't get my money to my bills are behind but no one cares at this point I will call them thieves. Every time I call I get a different person and a different answer
IF YOU WANT TO KEEP YOUR MONEY DO NOT BANK WITH BBVA
I have tried several times to get a wire transfer credit to my account. I have spent numerous hours on the phone transfers being hung up on transfer to another department on hold for and hour and no one can figure it. Emails from the bank saying it was applied which it was not!! Lie and more lies!!! Only good point I have a good interest rate!! But terrible terrible customer service. They don't understand or want to make things right
Do not Bank with BBVA the worst bank in the US! Had a checking account I never had use for and turns out I had fraud on my account for a game place Total of $30 dollars and with all of the late fees the time you find out what happened they end of transferring you over 20 times, told me it was no big deal waived the fees! Then received collections of $243 and hours on the phone trying to figure out what the hell happened came up with being stuck paying bull crap fees over $200 and will not help! Disgusting of a Bank
This bank is the worst bank ever. I made a deposit 10-29-20 in cash at a branch and it still has not posted to my account. I have called all over to the fraud dept who keeps referring to the branch i went to who keeps referring me right back to the fraud dept. Now they give me my caseworkers name chanell hudson who the bank and myself have left several messages and of course the said they emailed her. She has not responded yet. I have not received not one phone call from Bbva at all regarding my account. I keep asking for her supervisor but of course they cant give that out. I constantly keep getting the run around so im assuming the tellers are pocketing customers money. Once this situation is ever resolved, i will never bank with them again. Now the rep who was helping me just hung up on me so now i have to wait again until tomorrow to talk to someone. They definately dont care about their customers!!!!!!!!!
As a Premier banking customer I do not have to pay an annual fee for my credit card. Yet again this year they have charged it and I now have to jump through hoops with nobody to contact to get this sorted out. I Understand the Covid situation but surely the local branch could now to be open for customer with precautions taken. Also i am the cardholder but online there is no way to address me therefore all correspondence goes to my husband. This is discrimination. Please take steps to address these issues. Thank you . Joan Simpson
We keep getting these flyers that they care about our community especially after the recent Covid going ons. we started a business right at the beginning of this mess. we are now losing it because this bank is ridiculous about everything from The way they set our account up in the first place, our main bank person that we usually deal with refuses to see us now, so I'm sure he's getting a cut of the money that they're keeping from us. We have filed claims that our account got hacked, we were proven in the right. Still they keep our money because of the overdraft from somebody else stealing our money that we proved, I have never hadro fight so hard in my life to have a bank work with my money, I am done with BBVA compass all of it, any chance I have I will let everybody know what a bunch of lying thieves this whole corporate bank is. we can't get anybody on the phone. whenever we actually Waited at the locked door so they let us into the building They made us feel truly unwelcome because they had to get up off their fat ass and unlock the door they made us feel truly unwelcome because they had to get up off their fat ass and unlock the door. Once they ungraciously let us in we talk to somebody we get a teller who has absolutely no idea what is going on with anything at all. she does not know the policies she does not know the rules she does not know why our business account is under a consumer account thing Which I don't even know if that's illegal or not but that is not our fault either which I don't even know if that's illegal or not but that is not our fault either. Well I don't think it's going to matter anyway because our life savings and our future is down the drains, we are losing the business we fight so hard to start well I don't think it's going to matter anyway because our life savings and our future is down the drains, we are losing the business we fight so hard to start. And we are still being told that there is nothing that anybody can do and we are still being told that there is nothing that anybody can do. Well then for the love of Christmas stop sending those stupid lying emails to everybody, they do not care they will not help you they will steal your money though
These people are thieves. I had a 200,000.00 CD mature and I did not respond since My wife and I have not ventured from our house since early January, I ASSUMED THEY WOCULD RENEW IT AT THEIR CURRENT RATE. THEY RENEWED AT ONE-TENTH OF ONE PERCENT. THEY NOW WANT OVER $6,000 TO CANCEL THE CD. WHAT A RIP-OFF.
Don't walk away from this Bank. RUN. They lie and they steal. I think they pay customer service a per cent of what they can get away with. I was charged $39 per month for a late charge for 3 months and reported to credit bureau as being late. They said they received it several days after it was due. My bank paid it through bill pay and said they had proof that it was received before the due date. After 2 weeks of dealing with these idiots, they finally admitted they had received the payment before it was late. Now I have to see if I can get my credit straightened out. These people are like a bunch of South American con men.
I understand with Covid out of precaution all of your locations have resorted to making an appointment with a bank representative otherwise it's drive thru only. It's almost July and this is becoming redundant. BBVA is not above anyone else so I suggest you follow suit and install those plastic sneeze barriers and have your employees in each branch wear a mask and gloves and open the damn lobby. making an appointment is not a good way of doing business. If other businesses can accommodate not only their employees but also their customers to keep their business going than so can BBVA
My stimulus check was deposited into a closed account a month ago, everytime you call you on hold 2hours when the rep pick up they lie and transfer you to someone else bbva is not a good bank at all whoever bank with them need to be removing funds it's been over a month and still don't receive no check there local bank representatives are rude and say they can't help you you have to contact the 1800 number within the same day I talk to 4 representatives they said my check was mailed April24.29,may 7 and one said they couldn't see anything I don't understand that, main reason I only deal with credit unions people please don't bank with bbva
I have about 70,000 with your bank and planning to deposit another $250,000. My last 2 was a nightmare. Every time I try to get online to manage acct I am blocked. Have to "call". Always inconvenient but now it's a nightmare. Waited last Thur 1 hr 15 to get help. Got fixed. Today (sun) tried to get on and blocked AGAIN. Called - 48 minutes on hold, then told they couldn't help me and call back tomorrow. Are you kidding? Hire more people to man phone and FIX you online website or I'm going elsewhere after more than 20 years
I wouldn't recommend compass bank to my worst enemy! They just give you the runaround and don't give you back the money they owe you. I don't understand how anyone can work for a company like this and still sleep at night. I've been trying to collect the $2,040.00 that hey incorrectly took out of my account for the last 2 years. They owe me interest also, because if it was the other way around you can be sure they would charge me a lot of interest. Many, many other problems with them. For God's sake stay away from them!!!
The worst customer service. Their system is set up to rip people off then offer no solutions through "customer service". Branch reps do not have any authority, customer service supervisors do not have any authority to over ride the "system" They outsource their phone rep jobs to India so you cannot understand what they are saying through half of the conversations....really tired of this being the norm in the USA. Sorry if that offends but it is the honest truth. They do prey on elderly people and slow people. Most banks send out a notice immediately when an account is overdrawn. Not this rat hole! They let my mom's account go hundreds of dollars negative and still never sent a thing. I took over POA on her accounts and discovered the issue, when then found out that no one has "authority" and supervisors say there's no "corporate contact info" in their system..."look online." Then you find that number and they let it ring a hundred times then hang up on you....when they answer, they have no clue what they are doing and that they're even listed as the "corp office." SIGH....then they try to transfer you to the proper "higher up" and you guessed it, the call hangs up AGAIN! ARE YOU EVEN SERIOUS?! If they had not stolen more than 10 NSF charges from her account she would not be negative hundreds of dollars. Now they are going to take more than half of her SS check because they need that $38 for a $7 purchase. Thanks BBVA Incompetent
BBVA Compass has taken over $40,000 (yes, FORTY THOUSAND) of our Elderly, blind, disabled mother. She was targeted by BBVA Compass's aggressive sales staff who convinced her to use their "FREE" banking service for our Social Security checks. Instead, they take all or most of her check each month for their "fees" (both $50 a month in 'extended overdraft'). Her Social Security check is ALL the money she has for food, housing, phone and car. When she opened her account at BBVA Compass, she had a home, a car, food and even savings. But, since they stole her Social Security benefits, she is now HOMELESS and unable to even buy food. This should be and we are told it IS illegal for a bank to take disabled, senior citizen's SOCIAL SECURITY income to greedy banks who are trying to make profits by predatorily scamming the most vulnerable in our society: the disabled, elderly and single mothers of young children. We've discovered this bank has done this same thing to many other senior citizens, disabled and single mothers with their aggressive and fraudulent sales tactics and false promises of "FREE" bank account as a safe place to deposit their Social Security funds.
Their service has reach rock bottom. I sent a request via their online banking to change our mailing address. The old and new addresses were both within the state of Alabama. I just received a confirmation that the mailito xxxxxx Gustine, CA 95322 !!??
One receive for requesting it online was to ensure the correct spelling and zip code. What in the world has happened to good customer service in America?
I also have nothing good to say about BBVA Compass. I am using my brother's email account to post my comments as I do not have an email account myself. In 2014, I opened an inherited IRA Time Deposit with BBVA Compass. Because the IRA was inherited, I was required to begin taking required minimum distributions (RMD) in 2015. My distributions (I thought), were setup to occur annually at the end of the year. I did not receive my first RMD which was due at the end of 2015. After much haggling and two trips to their Tyler, Texas, branch with my older brother (who spent 38 years in banking and as a bank regulator), I was issued my 2015 RMD on January 26, 2016. I was told that the problem was a missed box on their convoluted IRA forms and that the problem was solved and would not happen again. However, it is now April 17, 2017, and I have not yet received my RMD for 2016. To this day, I have not received a 1099-R for the 2015 RMD. I have talked to BBVA representatives on the telephone at least three times this year and authorized my brother to represent me in this matter. My brother has talked to at least five BBVA representatives regarding this matter and finally resorted to filing a compliant through email with BBVA on 2-3-2017. BBVA did not respond until 9 days later. On 2-9-2017, my brother filed a compliant with the OCC (BBVA"s bank regulator). OCC referred the compliant to Consumer Financial Protection Bureau. This was an unnecessary agency setup as the result of Obama's Dodd-Frank laws. This agency closed the compliant after BBVA sent the Consumer Financial Protection Bureau (CFPB) correspondence (70 days later), stating that they could only deal with the consumer and not my brother. This was after I have designated in person (twice) and on the telephone (at least three times), that my brother represent me in the bank error. My brother told me that BBVA is the most incompetent banking organization he has seen in the last 40 years. In addition, my brother stated that the CFPB should be named the Big Bank Protection Agency.
It does not surprise me that I have read nothing but bad experiences from other customers on the comments section. BBVA does not know the meaning of the word CUSTOMER SERVICE. In my case, it would be simple to correct the bank error that led to my horrible 15-month ordeal. The bank miss-keyed the last two digits of my IRA Time Deposit account number when they completed the IRA Time Deposit Distribution form. My brother told that there is no need for the two forms. He stated the IRA distribution should be a section of the IRA Time Deposit; thus negating the possibility of the bank error that caused my 15-month nightmare. BBVA Compass has now subjected me to 50% IRS penalties on any RMDs not received in 2015 and 2016. To avoid these penalties, I need BBVA to send my 2016 RMD ASAP, and then to send a corrected 2015 1099-R for the RMD I received on January 26, 2016 (that was for 2015), and a corrected 1099-R for 2016 on the distribution that I hopefully receive ASAP. My brother stated that our next action is to seek legal remedy. My advice is to NEVER EVER LET FAMILY OR A FRIEND DO BUSINESS WITH BBVA COMPASS.
Good morning, this is Gary & Maria Crosby. We have been Compass Customers for years. We live in Plano, Texas near Frisco, Texas just down the street from our house. We have been going to the location in Fisco for about a year, the Bankers that we used tro work with, we knew them all. ALl wear either promoted or had moved on to different companies. So, one day we walked in to the Branch on Preston Road in Frisco. Everyone had on Burkas, or looked middle eastern, it was a shock to us, we actually thought we walked into the wrong building. This was on 03/09/2017. My son has a Purple Heart, and this was a very strange atmosphere. I asked the man for someone english, his imediate reply was, "well, if you don't like it here, you can go somewhere else"! I was stunned! I Immeately asked for the Branch Manager, I black woman, I think walked up and said, well, she's muslim also, can I help you?
I told her, I didn'nt feel conmfortable giving my personal information to muslims, I'm sorry, but that gut over there, dosent have the right to tell me to go to another branch. She apologized, and helped me with my transaction. I told her, I want the District manager to call me a.s.a.p.
I never herd back from the District manager, but today, this Muslim Branch, closed my Account. Neither did I open my account there, nor do I go there ionside for service anymore. This is rediculas. I called customer service, and demanded an answer!
The Rep. called Preston Road, and she said that due to my actions on March 09, 2017 in the Branch, because I made a compalint regarding muslims, they closed my account, and said I couldnt go to Compass anymore, and if I did, it would be considered harassement! This is communisim.
Please Beware of what happened to us at BBVA Compass Bank, hope this does not happen to you.
WOW - Where to Start?
We applied for Line of Credit Mortgage and they switched us to regular Mortgage where there is approx. $4,000. fees - where Line of Credit is 'no fee charge'.
Okay we put in application, it has been over 2 months approx. and we started getting frustrated and emotional asking for service - as we were promised this process would be completed by the time our current mortgage is due. They promised right from the beginning to call us back within 24 hours (also bank policy) - we called over 30 times and never 'received' a return call 'at all'... We had to go to the branch and the branch of the mortgage rep many times to ask our questions... Many times local branch told us this is not right or BBVA Compass bank 'behavior' - (branch rep)emailed and called both mortgage rep and processor - told us they will call us same day - this happened so many times and believe it - they 'Never' called.
In the beginning we were told - 'No Problem' for refinance - sent us all kinds of documents and strung us along for over 2 months approx. - then when we started putting on pressure as our mortgage is coming due in 3 days from this writing - after going to mortgage rep branch again in person to complain and get update - that was Thursday or Friday - Monday we get a letter in mail 'Denial Letter'???
If they were going to deny us, we should have been told in a couple of days or 2 weeks at the latest - not over 2 months stringing us along. During the process right in the beginning with our application taken at branch - one of the forms ask us to sign was for appraisal and payment info. We told branch rep. 'we do not' want to give the payment info until the time appraisal is necessary after everything else is qualified - and 'ONLY' when we 'receive' an 'written conditional offer fro appraisal' from underwriter and we give a 'verbal okay' after reviewing written conditional offer to charge our payment. After talking about 'just' this subject for over 1/2 hour - 45 minutes with branch rep so we are all on the 'same page' ...
Branch rep agreed as told us we must sign with payment info for appraisal to show underwriter we are serious about our refinance. Of course we are serious and with verbal agreement from branch rep 'not to take appraisal money' until we get to the point above - to our 'Surprise' - we found out 'the very next day'- this money was taken ($441.00) 'Without our Permission Illegally' ... we asked branch rep, mortgage rep and processor to 'Return our Hard Earned Money' 'many, many times' including last Thursday/Friday - we checked today and 'Never Returned'... I am sure this is Illegal.
BBVA Compass Bank also 'changed our House Insurance' 'into the bank's name' and as our house insurance year is being renewal in 1 month - BBVA also 'changed' that BBVA be billed for our house insurance - we always pay our own house insurance .... I was wondering why we never received the renewal and payment amount? this is also 'illegal' - we 'only' put in an application - and then denied - so what gives BBVA Compass bank the legal right to change our house insurance from our 'current' mortgage company to their name. They only has the right to verify insurance.
The Hardship - The Extra Stress - is causing a lot of Health Damage
Nobody seems 'to Care' - as of this point at BBVA Compass Bank - or what they have put us through to this point...
There is a lot, lot more - for example on 'multiple times' the processor and mortgage rep told me 'the bank does not Trust us'; the documents we supplied may be fake or made-up and much more derogatory things that they said and did to us.
'This is not any way to be Treated by anyone - never mind a suppose to be Trusted Bank... it makes you feel so low - when you have done nothing wrong - only applied for refinance.
The way we have been treated you would think we are bad people. No we are in our 60's and 'Never' been in trouble with the law our whole lives - over many years credit score is one of highest most bank officers have ever seen. It is very hard and difficult to maintain a high credit score and should show a lot of Responsibility... Being told by processor and mortgage we are 'not trusted' and 'we may be making up fake and false forms' is incredible - why have we been talked down to?
Approx. a month ago we receive a letter, only waiting for one form/letter from HR to complete the approval process. (we have this documented) The reason they wanted this letter from HR - processor told me that 'the pay stubs and W-2 for the last 2 years could be fake and made-up) - we want to know directly from HR that you really work there and your pay stubs and W-2's are not fake-made-up... The company has a private company that verifies these things ask for $19.00 - the bank held this up for weeks as the processor says the bank 'does not' want to pay $19. ???
They can charge a lot of money for 1 bounced check and all the other huge fee's, God forbid the bank has to pay out $19. and make a big deal over it??? Why?
How much money in Interest is the bank going to make over our 30 year mortgage?
I told processor okay if the bank does not want to pay the $19. - just email or fax the forms to us and we will take them to HR personally and ask them to send it back to you directly. Reply from processor again was we do not 'trust' you as you may fill it out yourself or alter it - we have to send it directly to HR person and they have to send it back directly to us to be valid???
What difference does it make who takes it to HR? If the form/letter is being returned directly from HR - you will know if the questions you ask has been altered, you can call and 'Verify' directly from HR person that they actually filled out the form and sent it back... No we 'are not Trusted' is said again.
As I said there is a lot more - all documented
Please Beware of our Experience to make your own Decisions - this is what happened to us, Hope this does not happen to you
Today is 6/12/2015
I had someone I did not know get signed up for a checking account on an account under my name. BBVA also opened up a credit card for them linked to my name. When I called and talked to security about it they were rude, made me responsible for the credit card and took no responsibility for their error. When I called corporate office all I got was a ringing phone and then disconnected....TWICE. I have two hundred thousand in this bank or I should say I used to have two hundred thousand in this bank......
If you want to see pure incompetence in action, just call the dispute department and talk to one of the investigators. I had a fraud situation and the investigator called to discuss. He started interrogating me and acting like I was the criminal. It took them over a month to investigate and then denied my claim even though the merchant allowed someone to use my card number and sign with a completely different name than the one on the card. This is still on-going. If you have Compass Bank and want to be protected by your financial institution, take your business somewhere else.
I have had a PO Box over 20 years at your Jordan Lane Branch in Huntsville AL, I got married and requested name change in 2004 & 2008, I have been signing into the box as it appears on all paperwork that was changed at the Jordan lane Branch but not at the headquarters the request forms are in the folder but was never processed by corporate. Legal office & the branch manager is saying the only way I will be able to go into my box is with a copy of my marriage license, I wanted to close this account on this date, I was not allowed access to the box nor could I close the account they are saying until I bring in a copy of my marriage license I am denied access. The box rent is due on today and will be delinquent after today, your attention to this matter will greatly be appreciated. I will not be doing any business with Compass again due to this unnecessary hassle for what belongs to me and the way I am being treated as a customer.
I have had a car loan with BBVA since February 2013. Every month I have had the loan this incompetent company has not been able to get it straight even though I have had them set up auto-pay since the loan started. I have had a phone calls and a deliquent notice every month and I have had to call each month to get it staightened out. I stopped auto pay and they were unable to accept Bill pay. They have had my money for over 21 days stuck somewhere in there system. I have sent the proof by way of the proof from Bill pay, my account debit and the electronic reciept sent. Really 9 months of incompetence and it is still ongoing.
I have been a customer for 5 yrs. Our bank is at 99th & bell in Sun City. When we walk in everyone knows us and it has the feeling of a small town bank. Guillermo Gastelum has be a life saver for us on more that one occasion. He is alway there for us even when it has to be done over the phone. We also like the convenience of being able to bank in any city. Guillermo and Miranda Kitts are very good at there jobs. I wish everyone could have people like these at there bank.
I wrote a 4.50 check the bank took 450.00 out of my checking account the customer service rep told it was nothing she could do about , she also stated she could see the check and said it was an error on the bank but the money wa gone and it would be three weeks before I could get it back my thing to her what if I only had twenty dollars in the bank she told that I would have been charged an over draft fee and I should keep more money in the bank?????????????
I've been a customer of this bank - formerly Guaranty since 1978. I'm referring to the one on Kingwood Dr., in Kingwood, TX. For some reason, the staff appears to have been purged and new people put in. Nobody knows us any more, but, more importantly, they are abismally slow. I was at the drive-up window waiting for the gentleman in the remote drive-up to get his transaction finished. The clerk left the window area THREE times. I've already fired the pharmacy that I had for 30+ years, and now
I'm disgusted with BBVA Compass. Things were fine. Why do corporations insist on "fixing" things that aren't broken?
Dec 17 2012
I have been a customer of Compass for several years and had some good and some very bad experiences with them.
When you get a good employee, you either fire them, transfer them or they quit to go to a better employment.
Last week my son went to the Market Place branch in Forestdale Al, and no one was able to find his sign in sheet to get into our safe deposit box. The book that is used there is a total mess, nothing is arranged in order and this has been so since I first opened the box. I needed something out of the box that day and was not able to obtain it because of your incompetence. I leased this box on Auust 12, 2010 and have the lease and agreement in front of me. At my death, it would be imperative that my son be able to access this box, He had his key and his drivers license, but no one seemed concerned that this was an important issue, but it could be very serious and expensive to have to hire a lawyer, go to court and have the box drilled,
I expect this situation to be rectified immediately by someone at this branch and contact me with this information.
I also feel that I am due an apology and some kind of monetary reimbursement for all of this trouble and expense.
thank you,
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