MyBankTracker rated BBVA Compass Bank based on the following criteria that includes real customer reviews and bank fees, among others. Our bank report card is a proprietary rating system that highlights the financial health and stability of the bank.
I have been with BBVA for over 10 years, and happy for most of it. However, over the past few months, bbva adopted a new policy of "real time banking. " the way they operated for years, at the end of the day, applying deposits from the day first and then applying withdrawals. With the new real time banking, they process immediately when the charge happens to come in. In one day i was charged over $150 in overdraft fees, because there were a couple of credit card charge backs that happened in the morning. I didn't realize the charge backs were going to happen until about 10am that morning, so i immediately logged in, transferred money into the account.
Normally, this would have been fine, the money would have been in by the end of the day and no overdrawing. However, with real time banking by bbva, the bill payments happened to go out at 9am that morning, and the charge back happened to go out at about 9:30 that morning. My deposit happened at about 10am. But it was too late, and they proceeded to charge be a $38 late fee for each of these transactions.
This happens almost every month and is very frustrating. The only reason i am staying at bbva at the moment is because it is such a pain to move (i have merchant accounts, bill payments, etc. ) however, i am extremely unhappy. At some point i will snap and leave... It is just a hassle i wish i didn't have to deal with.
Went to deposit cash in the ATM after hours. The atm would not allow me to do so. it was grayed out. I called customer service to find the next closest bank as I don't have internet/data on my phone. I waited for 10 mins in the parking lot, then began to drive. Went to fast food. Finally after being on hold for 35 minutes (I took a screen shot with phone), I was so mad. I couldn't deposit my money as I did not know where another branch was. I finally hung up at 35 minutes and was so mad.
When I got home I logged into my account and wrote customer service a complaint. I get a response back saying - please log into your account next time and we can get more account specific information! They also tell me that at times they do exceed call times at the busy hours. I am 55 and honestly, I have never had to wait maybe more than 20 minutes. And for them to not have a system to tell me how many calls are a head of me with wait times like this is not acceptable. Then they tell me to contact the bank to find out why I couldn't make a deposit. Do I look like I am paid by Compass - really! They also told me to log in to their website to find the closest location. I didn't have internet access so this was impossible, that is why I called them. Are you kidding. Excuse after excuse. This is not my first instance with stupid issues with this bank. I am moving elsewhere. It isn't worth the time and aggravation.
Opened a new savings checking account along with account I already had. Which I was not told that it would complete change the look of my online banking and bill pay. When I went to the branch I opened to complain that I did not know how to look at my account or my bill pay. This caused me a nightmare of late bills and bank fees. The branch where I opened the new account were uncaring and the home branch I used was rude and unhelpful. If I ever get this straight will close my accounts and find another bank that knows the true meaning of customer service.