Date Received: 2021-09-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was denied a consumer transaction.
Company Response:
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Fidelity closed all of my accounts withput notice and refused to issue a check for yhe $ XXXX left in my account. The remaining funds were from a debit card refund from XXXX, who only refunds to the card used. Fidelity stated that they would send my money back to XXXX instead of to me, and claimed they needed to " review '' my balance, and offered me no answers.
Company Response:
State: VA
Zip: 24017
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: BBVA Compass stopped sending me statements back in XXXX. I asked numerous times for current statements but they refused. I am currently trying to refinance my mortgage of which they are a second holder. I have asked for a payoff figure but they have refused my request. The company that I am using to refi has reached out several times for a payoff figure but they refused. Each time I called for a figure, they would hang up on me. I then sent a request via email on XX/XX/XXXX but they have not responded to that either. The underwriters have reached out several times, as well. The only response I received from them, several months back was that I was in bankruptcy. I am not and have never included them in any bankruptcy!!! I don't believe that they have the right to hold my banking information hostage like that. Both the mortgage bank rep and myself called again today for a payoff amount and they declined to help. We were on the phone with them for over two hours, but without any success. They are just refusing to give us a current written payoff amount. Please help!!!
Company Response:
State: CO
Zip: 80239
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My BBVA credit card was charged a {$99.00} annual fee for the upcoming year. I immediately called to close my account and was told the annual fee would be waived since I am no longer keeping the card. A month later, I received a statement still showing the annual fee plus a late fee and interest charges. I am baffled that a credit card company would close an account and still try to charge the annual fee. No other U.S. credit card company operates like this. This is incredibly deceptive and unfair.
Company Response:
State: TX
Zip: 78703
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XX/XX/2021 the posted balance on my account was {$200.00}. On XXXX 's mobile app the next transaction is shows as occurring on XX/XX/2021 which is an ACH automated debit. However several transactions occurred prior to the ACH transaction which were Credit Sales and did not immediately reflect in the actual balance, " but they should have since they were not POS transactions ''. It appears that XXXX deliberately charged an overdraft fee when their system did not reflect a true balance following credit charges which must be approved at the time of sale and reflect as deducted. For example " all of the transactions in question are listed as occurring on XX/XX/2021 when the funds were charged " on different dates and times '' and set aside as Credit Transactions, these Credit charges should have debited from the account at the time of purchase, " Credit is Credit and POS requires a Pin Number and may have pending holds. My point is XXXX did not reflect an actual true balance following Credit Charges based on funds available " it is approved or declined, when you do not have enough money on a credit card transactions are declined ''. By manipulating the posting date of the credit XXXX transactions to XX/XX/2021, they are able to charge a {$38.00} for the ACH transaction and profit using this manipulation. If the online mobile application had reflected the actual true balance I could have simply used my other bank " which never does this to me '', or deposited funds to avoid the manipulated applied {$38.00} fee. To be fair, " I am a customer who will seek legal recourse and/or relief for such manipulation from banks. Banks will always claim to be in the right, but holding Credit transactions as if they are POS Debits is unfair to consumers. XXXX posted 10 transactions on XX/XX/2021 and decided to place the ACH Payment BEFORE the other transactions to benefit from a {$38.00} fee. Here are the transactions and dates " ALL CREDIT '' none were POS Debit. XXXX XX/XX/2021 Charge - XX/XX/2021 Charge - XX/XX/2021 Charge - XX/XX/2021 Charge - XX/XX/2021 Charge - XX/XX/2021 By placing the ACH transaction first they are able to manipulate the available balance. Had the actual balance been correctly reflected after each CREDIT transaction I would have known to deposit additional funds.
Company Response:
State: TX
Zip: 757XX
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I initiated a payment from my personal bank XXXX XXXX to my lienholder PNC Bank on XX/XX/2021 check number XXXX. XXXX XXXX indicated a paper check would be mailed to PNC Bank and arrive by the XXXX. PNC Bank stated it will take them 10 days process the payoff essentially costing me a total of 16 days additional interest on this loan. I have made several lump sum payments electronically that went through without issue in the past. My problem is that when trying to pay the loan in full PNC requires a paper check and adds 10 additional days for processing. I believe this is an abuse of the consumer by padding interest on a loan that should be able to be paid in full electronically. Neither XXXX XXXX nor PNC Bank can provide information where my check is and the status of my payoff.
Company Response:
State: MO
Zip: 64118
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have a checking account with BBVA which is now part of PNC Financial Services Group , Inc. I only have one task/objective - closing my checking account with them. On or about XX/XX/21, I called BBVA 's customer service number and was informed that I need a XXXX balance in order to close my account. Accordingly, I initiated an electronic transfer for {$4400.00} ( my remaining balance with BBVA ) to an external bank account later that day. The BBVA website indicated that they will charge me a {$3.00} fee ( which I am okay with ) and the maximum amount for a transfer is {$5000.00}, which was not a problem as my transfer was less than that threshold amount. The status of the foregoing transfer was " UNDER REVIEW. '' On or about XX/XX/21, I submitted an online inquiry regarding this status because I wanted to remedy any issues so my transfer wouldn't get denied. I attached the response BBVA provided to me indicating that the status may be due to its large or unusual amount. They also informed me to contact its Enterprise Fraud Department ( EFD ) by telephone. On XX/XX/21, I received a text from BBVA informing me that the transfer " for {$4400.00} previously under review has been blocked. '' Attached is a true and correct copy of that text. BBVA did not provide me any reasons as to why my transfer was blocked. Since XX/XX/21, I have been calling BBVA who has been playing ping pong with me by transferring me to different departments, including the EFD. No one has been able to give me any answers and I have been on the phone for approximately two hours. On XX/XX/21, I received a message from BBVA ( attached ) which can be accessed when I login onto their website and informed me that the transfer was denied because it was not verified by the EFD. However, I have already called the EFD who has told me they are unable to help me. Also, shouldn't EFD contact me to verify before outright denying the transfer? On XX/XX/21, after many calls, I made one last call to ask if they have an email address and XXXX, the representative, said BBVA does not have any. Instead he suggested I go to a local BBVA branch. I informed XXXX that I live in Hawaii and there are none here. He said that calling appeared to be only way I could address my complaints as I told him my frustration of having no one help me over the phone. I also asked if there was an address I can write a letter to and he said there was none. XXXX suggested I fax a request to BBVA to close my account which needed a notarized signature. I asked how long would it take to process and he said approximately a month. I also googled PNC as I could not find any support from BBVA and discovered an email address, XXXX. Unfortunately, I sent them an email regarding my foregoing concerns and the email bounced back which I have attached. I feel that BBVA/PNC have been misleading and deceptive in making it difficult to close my bank account. I believe they are unlawfully holding my money and withholding important information as to why my transfer was blocked. It is unfair that I have to get a written request notarized which may take approximately a month to process when I could do an electronic transfer which can be done in a couple of days. Also, I XXXX searched how to close my BBVA account, and BBVA provided only one form. I interpret their form as how to close an account with another bank account so you can transfer your funds to BBVA. It seems odd they they do not provide a form where you can close a BBVA account and transfer it to another account. I am frustrated that their online responses and phone call representatives are unable help with this easy and common task and those are the only two ways I can request for help. I would not be surprised if I submit my notarized request and it gets blocked/denied for unknown reasons.
Company Response:
State: HI
Zip: 96822
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I took a used vehicle loan from BBVA in XXXX of XXXX for a XXXX XXXX XXXX. At that time, I was using a XXXX bank account to automatically pay the loan each month. I made on time payments every month. Around XXXX of XXXX, I switched banks to XXXX and continued making on time payments. In XXXX of XXXX, I traded the car at a dealership for a different vehicle. At the time of purchase, we obtained a 10 day payoff amount of {$8200.00} from BBVA. The dealership continued with the transaction and I drove off in my new car. After about a week, I checked my BBVA banking app to see that my loan balance was unchanged. I called BBVA support and they recommended I call the dealership. I called the dealership and was told they have a 20 day payoff policy. I thanked them and continued to wait. I then saw an " Unapplied Pmnt Amt '' in my account for {$8200.00} dated XX/XX/XXXX. I assumed this was the payment and it just needed to process. I gave it a week of so before calling BBVA to figure out what happened. This was on the XXXX of XXXX, XXXX. The informed me over the phone that they were unable to collect the payment, which is why the amount had not been applied. I called the dealership to inquire about this and was provided with a scan of the check they wrote to BBVA. The check was dated XX/XX/XXXX and in the amount of {$8200.00}. I then called BBVA back with the new information. At this time, I was told something different. At this time I was told that the 10 day payoff had expired on XX/XX/XXXX ( a Saturday ) and that the check was not applied to the loan because the payoff amount had changed. They also informed me that the dealership should have called for a new payoff amount. I was not sent any communication about this issue from BBVA and they continued to let the check sit unapplied to the loan. Upon another call to the dealership and yet another call to BBVA it was then explained to me that the payoff amount quoted on the XXXX was inaccurate because BBVA had attempted a payment from my XXXX account, which did not go through and was returned on the XXXX. I have a record of this in my banking app, however, it is dated the XXXX. They then stated that I would need to have the dealership request a new payoff amount. I did this. The dealer called, spoke to someone and was told they would have a fax in a bout an hour. Several hours later, the dealership called me to inform me they had not received the fax. They asked if I would please call BBVA and get the payoff amount so they can fix their end of the situation. I called BBVA only to be told that they have processed the request, but that it may take up to 3 days. Because they have processed the request, they are unable to provide me withe the payoff amount over the phone. Unless, of course, I am able to pay the entire amount over the phone. I informed them that was not a possibility as I was not the one paying off the loan and I did not have $ XXXX of my own money to pay off the loan anyway, at which point the representative told me the payoff was not $ XXXX. He would not tell me what it was, however, unless I paid it in full over the phone. I spoke to a supervisor earlier in the day and requested to speak to that supervisor again. I was told that was not possible as I had already spoken to a supervisor. I was then placed on hold, told the same thing I was told previously, at which point I requested to speak to the supervisor again. This time, after being placed on hold, I was told the supervisor was with another customer. I said I would wait. It was explained to me that the supervisors are very busy. At this time I am writing this, I have been on the phone for 60 minutes and been asked 5 times to hold for 2 more minutes. This is because I told the representative I wanted to be transferred or he would have to hang up on me. What should have been a simple process has been turned into a stressful and frustrating experience that is preventing the new owner of my car from receiving their title.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I opened a credit card with BBVA in 2020. The annual fee is waived the first year, and they charge a {$99.00} annual fee for all subsequent years. Upon learning the card was being converted to a different product and being charged the annual fee, I immediately called BBVA to close the account. The agent closed the account and said the annual fee would be removed and I would have no further responsibility. A month later, I received another statement from BBVA for the annual fee + late charges. I have now called twice to have the fee removed, and the agents seem unsure what to do. I am not paying an annual fee for a card I no longer have and would not have closed the account had the original agent informed me they were not removing the fee. This is a highly deceptive practice and does not conform to industry standards across all over U.S. credit card companies.
Company Response:
State: TX
Zip: 78703
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter in the mail on XX/XX/21 from my financial institution informing me that all my personal and business checking and savings accounts will be closed in 30 days. My husband went immediately to our local branch for an explanation, and got no answers. The branch manager there would only tell him that she didn't know why and that the decision was final. I then called the the 800 number and got the same. Extremely confused and frustrated I then requested a Consumer Disclosure Report from XXXX. There is absolutely nothing negative on either report. I'm at a loss as to what to do or how to find out why the decision was made to close our accounts.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A