I put a hold, then stop payment on a check I issued to my contractor as final payment because I came home to find the job not complete to my standards and wanted to write a new check once the job was completed (i.e. the space between cabinets for my dishwasher was not sufficient and he needed to re-hang them). Two weeks later, after attempting to reach my contractor many times to return to fix his mistakes, I learned that BBVA messed up by allowing my contractor to cash the check (they copped to this, thank you audio recordings). Because it was their mistake and they verified that they would be unable to take the money out of the contractor's account, BBVA credited my account by check's amount. I exclaimed that I could hire a new contractor to finish my job before Thanksgiving with the newly credited amount. The rep verified that I should wait until I saw the money appear in my account. A weekend and a day later, I hired the new contractor as I verified the credit had appeared in my account. The same day my new contractor starts and finishes the job, my first contractor calls to tell me that my check has bounced and that he will take me to small claims court if he isn't paid. BBVA tells me that attempting to recover their money is "an internal process" and the rep probably didn't know it was still possible when he told me it wasn't possible, thus the credit. They told me that I hired the second contractor under my own free will and that they are adhering to my original wishes. I acted based on the information they gave me and now I'll be in small claims court defending myself instead of moving on from an overall horrible experience. Multiple reps told me that I should shop around for better contractors and should not have paid the first contractor if the job wasn't complete. That's what I was trying to do and would have done if BBVA employees weren't so incompetent. I'm taking my business elsewhere - if anyone has suggestions, I'd love to hear them. Thanks,
I can't remember feeling less respected as customer than my experience with BBVA Compass Online Banking. I've written several reviews and all of them pale in comparison to what I have experienced with them. I have been a customer for 9 years and that ended on 3/10/14.
It all started with a "Bill Error" message when trying to pay a bill that was due on 3/7/14. I contacted BBVA at their customer service number. I spoke with Domanik Duran at the San Antonio Operations Center. She had me try a different internet browser and then she wanted me to take a picture of my screen and email it to her. I did all of this.
I received no message about what was going to happen, so I called on 3/7/14. I spoke to Ray and then to his supervisor, Mary Lou. Mary Lou assured me that the issue would be solved by the end of business that day. She assured me that my payment would not be received late. She also said that she would forward my information to Fermin Benitez, a Regional Director. I did not receive a call by the end of business that day.
I called them again around 8pm MST. I spoke to Alex Ortega at the Pharr, TX branch. He was even less helpful than the others. He also notified me that there was not one note about any of my previous issues or calls.
I finally call again on 3/11/14 to cancel a error payment that was processed by the website incorrectly. I spoke to David Pena, in Pharr, TX. After raising his voice, and telling me that he wanted to charge me 32 dollars to stop payment on the check that BBVA sent incorrectly, I told him that I would be finding a new bank. Actually, I already opened an account yesterday with Chase Bank. What a disaster. 9 years later and in just a few days, they absolutely turned a dedicated customer into a former customer.
On 3/12/14, I received a call from a supervisor named Ramiro from the Pharr, TX branch. He was very pleasant and offered his sincere apologies. Fermin Benitez was pleasant as well and credited my account. Thanks.
I have worked with many banks in my 35 years in business and have never had a bank experience as bad as with BBVA Compass. I cannot get the tech department to give me access to my accounts online except for a checking account that has been closed out. Loans and credit cards seem to be impossible to track online. Stay away from BBVA Compass Bank!