Consumer complaint received 2018-12-04
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Gentlemen : We have been banking with Compass Bank for over 15 years. We noticed an unauthorized ACH debit in the amount of {$150.00} by XXXX on XX/XX/2018. Upon not receiving a response we sent another email requesting that the account needs to be credited for the unauthorized transaction. After a couple of days a response was received from XXXX XXXX as follows : REPLY : Dear XXXX XXXX XXXX, Thank you for contacting BBVA Compass. We have received your inquiry regarding a transaction in question. 
XXXX Compass does offer you the option to dispute unauthorized charges. In order to go forward with this dispute process, we ask that you please reply to this message with the following information : 1. Your mailing address. 
2. Your current phone number.

3. Your reason for filing dispute.

4. Date and amount ( s ) of the unauthorized charges.

5. How you would like the documents to be sent out ; either by fax, email or mail if any are required. 

Additionally, we would like to inform you that you are now able to submit a dispute, via your online banking, for any unauthorized posted domestic debit card charges. For your convenience, we have provided steps below. 

1. Sign in to your online banking. 
2. Select the appropriate account.

3. On the right, select Disputes.

4. Select 'Unauthorized Charge ( s ) ' followed by 'Next '.

5. Provide a response to the presented questions.

6. Confirm your dispute.

7. Print and/or download your confirmation document. 

For immediate assistance, you may also contact our Disputes Department at XXXX, option # XXXX, option # XXXX, and finally select option # XXXX, Monday-Friday from XXXX XXXX to XXXX XXXX  CST or Saturday from XXXX XXXX  to XXXX XXXX CST. Our specialized agents will be more than happy to assist you with a dispute claim. 
We hope we were able to satisfy your questions and concerns. Thank you for banking with BBVA Compass. 
Sincerely, XXXX BBVA Compass Customer Service Member FDIC Equal Housing Lender Strange, first the above response states that " BBVA Compass does offer you the option to dispute unauthorized charges '' However it states that if we decide to go forward with the dispute process we need to provide information that Compass Bank already has or should have in their files. 

Reluctantly we provided the requested information immediately. After a couple of days a response was received from XXXX XXXX at Compass Bank which was as redundant stating the they had received a dispute filed on XX/XX/2018 where as the Compass Bank was first notified of the unauthorized transaction on XX/XX/2018. This email pretty much asked us to do tons of paperwork and wait for them to determine the nature of the transaction which may take between 45-90 days to resolve. Again this was a " canned '' response stating that if any NSF charges were incurred and the transaction was determined to be unauthorized such charges would be refunded. If only they had looked at the account we have never incurred any NSF charges in the last XXXX + years and have never incurred any such charges due to our actions. Again we responded that no authorization was given by us for the transaction in question. It was the responsibility of XXXX XXXX to provide documentation to Compass Bank of the authorization. In this response we also stated that XXXX has been negligent and a complain has been filed with the FCC against XXXX. 

To make the long story short XXXX has finally responded and come around but has not fulfilled it's obligation to date. We are in touch with XXXX which Compass Bank should have done several days ago. 
Finally we are working with XXXX XXXX at XXXX. His telephone number is XXXX and his email address is XXXX. We had provided a copy of the disputed charge to him a few days back. I got a call from him earlier today asking for our credit/debit card number on which the disputed amount was charged. Quite strange as there was no card involved in the transaction. 

In our last email to Compass Bank we clearly stated that if the funds were not credited to the account by Friday XX/XX/2018 we will file a complaint with the CFPB. 

We have still gotten a couple of " canned '' responses from Compass Bank asking us to provide unnecessary & unreasonable signed documents. 

This is a continuation of our complaint numbers XXXX, XXXX and XXXX. Compass Bank continues to be negligent of its fiduciary obligations. It simply send out " canned '' cut and paste responses to the issues at hand.

Company response to consumer: Closed with explanation