I initially went with BBVA because the rates are great, but have since cancelled my application to go with another lender. The customer service was horrid. I had submitted most of my information and could not get a rate lock for several days. With the competing lender, I received a rate lock just as good as BBVA within 30 minutes.
The rate lock was not the only issue. On several occasions my contact told me he would return my call/complete some task that needed to be done, but not once did he follow through. These tasks included notifying the seller's agent that I had applied for the loan (as need per the contract) and issuing a pre-approval letter rather than a pre-qual letter. I could not even get BBVA to issue a pre-qual letter to me for an exact amount I requested, even after they had issued one for a higher amount!
The bank shut down my debit card since they said the card had been compromised. I think i appreciate the bank trying to protect my money, but i was notified of the action so a major purchase was denied becasue the card had been blocked, major embarassment on my part and a loss of reputation for a new company to be purchasing from
I was a customer for years and my wife just started a new account a few months ago. My wife's account balance suddenly became empty. I called customer service and they said the bank just needed some information and they were holding the money. We visited a branch and they said the bank account was closed but they dont know why. The number they had to call to find out wasnt open on saturday and she'd get a check in the mail. A day earlier my debit card stopped working with them. When i asked why they couldnt figure it out. I would have to wait until monday, take time off work and visit them again to find out why it was cancelled. I just took all my money out of the bank and closed my account. This is ridiculous. Customer service tells me to visit a branch, then when i visit a branch theyre on the phone with customer service. Then they cant resolve anything cause its saturday. Im not going to miss work to figure out why theyre randomly closing accounts/cancelling cards out of the blue. Fortunately i have credit cards i can use, but i gotta think for some people who dont, what are they supposed to do in this situation. Just live without money until they get a check? Survive on nothing but cash for days? Kind of defeats the purpose of having a bank if it doesnt work at all.