Consumer complaint received 2017-03-21
Company: BBVA FINANCIAL CORPORATION
State: AL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I had several ( 1 checking and 2 savings ) accounts with BBVA Compass. I opened these accounts in XX/XX/XXXX to participate in a XXXX promotion. By making monthly transfers ( {$380.00} each ) to the savings accounts from the checking account, I received an annual bonus ( {$250.00} ) in both of the savings accounts. The promotion was for 2 years. My last transfer was on XX/XX/XXXX to get the last bonus. On XX/XX/XXXX, I received a {$38.00} NSF CHARGE-RETURNED ITEM {$380.00} XXXX from BBVA Compass. I called a bank CSR on XX/XX/XXXX, and he reversed the {$38.00} charge. I told him that I could n't see online that there were anymore automatic debits into the savings account. He said that he could n't see any remaining automatic debits, either. I told him that I wanted to close my account to be on the safe side, as well as I no longer had a need for the account since the promotion had terminated. He wanted me to go into a branch location. I explained that I had moved since opening the account and that there were no branches in my current state or the adjacent states. 
I received notification in XX/XX/XXXX that BBVA Compass wanted me to pay {$140.00}. Online, I determined that the charges were as follows : XX/XX/XXXX NSF CHARGE-RETURNED ITEM {$380.00} BMS - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} XX/XX/XXXX NSF CHARGE-RETURNED ITEM {$380.00} XXXX - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} 10/18/2016 NSF CHARGE-RETURNED ITEM {$380.00} XXXX - {$38.00} XX/XX/XXXX MONTHLY SERVICE CHARGE - {$10.00} Before this time period, I had not received any fees or service charges on the account when I actually wanted the account and was using it. 
The account was sent to the XXXX XXXX ), their charge-off or collections department. I contacted XXXX in XXXX XXXX and explained the situation. They referred me to BBVA Compass, which referred me back to Northland Group. It was a perpetual cycle in futility. I finally spoke with a supervisor at XXXX XXXX who said that I could dispute the debt and that it would return to BBVA Compass. I disputed it and follow-up with several phone calls. I still continued to get each BBVA Compass telling me to contact XXXX and vice-versa. Today, the XXXX XXXX told me that the account is in inactive status and that I had to contact BBVA Compass. The BBVA Compass XXXX made several calls XXXX to include calling the charge-off department, which is XXXX XXXX XXXX and spoke with his supervisor. He then advised me to speak with the BBVA Compass disputes department. The disputes department said that she was escalating my issue and that I will receive a call within XXXX hours. I have spent more than XXXX hours on the phone on at least XXXX different days trying to resolve this matter over the past 4 months, to no avail. 
The corporate office is in XXXX, XXXX with a listed number of XXXX XXXX XXXX XXXX XXXX. I would have contact that office if I could conveniently dial international phone numbers.

Company response to consumer: Closed with non-monetary relief