BBVA USA Corporate

Complaint ID: 3721268

Product: Mortgage

Sub-Product: Home equity loan or line of credit (HELOC)

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Company: BBVA FINANCIAL CORPORATION

Complaint: I am making against BBVA. My father obtained a HELOC in XXXX when the bank was called Compass Bank. He paid the loan off completely, but the bank failed to properly close the account and release the lien. My father and mother were unaware of this until recently. My father passed away in XXXX. Now, my mother is trying to get another loan with the house as collateral. We found out that there is still a lien against the house during the application and closing process. She can not close on the new loan until BBVA releases the lien. I called BBVA probate department approximately one month ago. They confirmed that the HELOC my father obtained in XXXX was completely paid off. I requested that they properly close his account and submit a lien release. I submitted all the requested paperwork immediately. However, they still have not closed the account or released the lien 6 weeks later. I have called back serval times requesting an update. I filed a complaint last week with BBVA customer service. Customer service assured me that the problem would be resolved within 72 hours. I called customer service again today in order to follow-up, but no body is taking responsibility. I keep getting transferred to another department or hung up on. Every time I speak with someone, they say they do not handle this particular problem. The client care solutions department has not been able to figure out who I am supposed to talk to. I have requested to speak to a manager, but the representative says they are not taking calls or they are not available. If the client care solutions department can not handle the problem, then I have no other recourse. I do not live near a physical branch were I can submit a complaint. I have no way of getting my problem solved. Therefore, I am submitting a complaint in the hopes that you can investigate BBVA 's failure on multiple levels. First, they did not close the account properly and never released the lien when they should have. Second, it has been 6 weeks and they still have not resolved the issue or been able to give me an update or estimated time in which it will be resolved. Third, even though I submitted a complaint, the client care solutions department had not taken responsibility in solving the problem. Fourth, I have been unable to speak to a manager every time I requested to speak to one.

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3721132

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Company: BBVA FINANCIAL CORPORATION

Complaint: On XXXX I applied for a refinance with BBVA employee XXXX XXXX. I was told I was approved and the next week they scheduled an appraisal of my home and charged my credit card {$550.00} for the Appraisal and another {$32.00} for the credit check. For the past 4 months I have continued to be told that I was approved for the loan and that they were behind with processing loans because new home loans were being done so people would not become homeless. In XXXX XXXX told me not to make my loan payment to the current mortgage company, because the refinance would be done. It was a good thing that I did not listen to him and made my payment, so that I would not XXXX up my credit, because it is now almost XXXX and the loan has not been completed. I am out {$580.00} for an appraisal and a credit check and BBVA has failed to provide me with a loan that they had promised me. I was notified by my insurance company that BBVA has now listed themselves as the Mortgage holder on insurance, which has now caused an issue for me with my current mortgage company. XXXX stated that this was being done because the loan was going to be closing soon, but this was done on XXXX and I can not get response when the loan is going to close and it is now XXXX. I have emails of all the above conversations with XXXX

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3717987

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Funds not handled or disbursed as instructed

Company: BBVA FINANCIAL CORPORATION

Complaint: I currently have a bank account with Simple a subsidiary of BBVA USA. My partner and I are buying a house, and need to move funds into escrow, {$48000.00}. In speaking to Simple customers service I was told multiple times that if I submitted the request for a cashier 's check it would go out the same day or the following day ( a Saturday XXXX when I called in the morning to submit the request. Following my phone call, Simple messaged me several hours later saying my request would not be handled until the following Tuesday, in direct contradiction to previous statements and then refused to let me speak to a manager or lodge a formal complaint. In a follow up phone I repeatedly asked to speak to a manager and was told that they could only transfer me to another agent because their managers don't take calls. Further, when I inquired about being transferred directly to BBVA who operates the account I was told that wasn't possible and so there would be multiple delays. Given Simple is wholly owned by BBVA, and in fact the representative admitted that in order to process my transaction they called BBVA but refused to provide actual numbers or contact information for a real account representative. As someone who has multiple hundreds of thousands of dollars invested with this bank I was shocked to learn I essentially have no way to actually talk to a financial representative and not a customer service agent.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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