Consumer complaint received 2017-11-15
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On XX/XX/XXXX my account with BBVA Compass was charged {$1.00} for a product trial I decided to do via the XXXX XXXX XXXX. After the {$1.00} was charged, my bank statement states the closing balance after that transaction posted was {$13.00}. However, XX/XX/XXXX I was charged an NSF fee in the amount of {$38.00} for that {$1.00} transaction bringing my balance to -XXXX. My correspondence to BBVA included ( after I had inquired about the fee - this was my response from them ) Thank you for contacting BBVA Compass. We apologize for the late response. 
Upon reviewing your account, we are able to verify that a courtesy refund of {$38.00} was credited to your account on XX/XX/XXXX. The NSF fee that had been assessed to your account was valid ; however, we did extend a one-time courtesy. 
For your convenience, we have attached a link with further details on the overdraft payment and protection programs that we currently offer : https : //www.bbvacompass.comXXXX If you have further questions, please do not hesitate to respond to this message. For immediate assistance, you may contact our Customer Service Department at, ( XXXX ) 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 any questions you may have. 
Sincerely, XXXX BBVA Compass Customer Service Member FDIC Equal Housing Lender To which I responded with " How were the fees valid? I would like an explanation of this '' Accompanied with a screenshot of what I see on my bank account. After which I noted I had been charged TWO MORE NSF in which they refuse to credit back to the account. It seems they waited to post the 2 transactions that caused me to fall negative ( the transactions were made on XX/XX/XXXX in which I had money for them ) until after they corrected the fee, in an effort to charge me two more fees. My response was as follows in regards to the validity of the first fee : Thank you very much for contacting BBVA Compass. We apologize for the delay in our response. We? ve received your inquiry on a recent Non-Sufficient Funds fee. 
After reviewing your account ending in XXXX our records indicate when the {$1.00} debit was made to XXXX on XX/XX/XXXX, the available balance was - {$45.00}, therefore making this a valid NSF fee. 
For your account management convenience, we offer alerts. Customizable alert notifications are an easy and convenient way for you to stay on top of your deposits and more. For further information and instructions, please visit us at the link provided below : https : //www.bbvacompass.comXXXX If you have further questions, for immediate assistance you may contact our Customer Service Department at , ( XXXX ) XXXX, Monday-Friday from XXXX XXXX to XXXX XXXX CST or Saturday from XXXX XXXX to XXXX XXXX CST. 
Sincerely, XXXX BBVA Compass Customer Service Member FDIC Equal Housing Lender But wait - This is not what I see on my statement?? how is this correct?? I have been told " we post transactions in realtime as they are made '' by BBVA but this is not the case! I need this looked into. This is a very shady banking practice. When I called BBVA in regards to the two other fees yesterday ( XX/XX/XXXX ) I was hung up on once ( I was being very nice, I am a firm believer in " you dont bite the hand that feeds you '' ). and the other CSR after I called back told me " it is not our banks fault you cant manage money ''.

Company response to consumer: Closed with monetary relief