Consumer complaint received 2018-10-04 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Fee problem
Company: BBVA FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/2018 I opened and account with BBVA compass bank because I received an offer and I used to have this bank in the past in PR wihtout any problems. 
Apparently this bank dont have people receving email and responding on time. Everyone speaks XXXX and they always are appologizing fo rthe delay of responsees for weeks to months. 

I had a payday loan coming over to be paid and since the first time this bank incurred me on overdraft that today are over {$520.00} and they do not want to refund the money. this bank is playing with all electronic debts of the clients charging you {$38.00} in advance of the electronic transaction not once they do it twice without the client I am paying noticing and they have not telling them. They are arranging the system to overdraft you in advance of the transation. I have had several transactions and having the money, they only overdraft me, after that overdraft, the transactions entrer and then I incurr in more than one overdraft for them and also for the companies and as well they also make you a second overdraft. 

There was a transaction coming over for XXXX to verify the account and I had money on the account and the overdrafted me for several cents I had to argue on the phone for them to reverse me my money which was twice and after that since then, everytime there is an electronic transaction they overdraft you in advance making you to get in more overdrafts when your money is already there. BEsides that I incurred in over fee payments with the payday agency due to their overdraft. 

I am only receving unemployment benefits and this bank is getting all my money. I moved to Florida and they do not have any branch in my zip code or near it ( XXXX ) it is imposible to make a deposit online either and I used to have the option but they were taking almost a month to make the deposit availble and continuing with the overdrafts. Today I am in need of making a deposit and they do not have my option availble so i could not make any mobile deposit. I also tried to registered several times for the supposed BBVA Compass rewards points which I have not had the benefit and I can not  becuase I do not have the option either so I do not get back or I do not participate in rewards everytime I use the card for gas, nothing is availble, they do not want to reverse the charges and they tomorrow I have another transaction which I was counting on becuase the moeny was there and they overdrafted the account again. Supposedly I have the overdraft protection which they dont even pay the amount. I have been trying for months to resolve the issues with them and nothing. The emails I receive from them is to contact them on the phone and when I call is never the right department and they continue transfering the call. There has been a lot of emails to them form my part and they do not respond on time and only appologize for late response, do not help with anything.

Company response to consumer: Closed with monetary relief