BBVA Compass Customer Service

User Reviews, Ratings and Comments

BBVA Compass customer service is ranked #986 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 17.20 out of a possible 200 based upon 51 ratings. This score rates BBVA Compass customer service and customer support as Terrible.

NEGATIVE Comments

51 Negative Comments out of 51 Total Comments is 100.00%.

POSITIVE Comments

0 Positive Comments out of 51 Total Comments is 0.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • BBVA Compass

    Customer Service Scoreboard

    • 17.20 Overall Rating
      (out of 200 possible)
    • 51 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.0 Issue Resolution
    • 1.3 Reachability
    • 1.0 Cancellation
    • 2.9 Friendliness
    • 2.4 Product Knowledge

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Posted by R. Hoffpauir


My husband passed away two months ago leaving behind an a point he opened for our son. Although I provided the proper documentation of the death certificate and a copy of my husband's will...I am unable to become the guardian on my child's account...it took a two month go around for the bbva bank in Broaddus Texas to tell me that there is nothing they can do.

Posted by julen


Horrific. Cannot understand reps on the phone. Trying to reset password to login but they cannot do it because they can only send a code to a registered cell phone, told them the phone listed is a land line. So they said they cannot help.
I am reduced to mailing in a payment now- which will be late. I have never encountered such horrible service.

Posted by Anonymous


First I wanna say i love this bank, this is the first problem ive ever had. My debit card expired yesterday in which it was turned off while I was trying to purchase a money order for bills due that day. I hadnt recieved any notice to remind me that it would be turned off. I have recieved the new pnc debit card which can not be activated until the 8th of this month.
It was around 3:00 that i noticed it was turned off on a Friday. I had to be at work by 4. So I called the gulfshores branch while standing in line at Wal mart still in which no one picked up. Finally reached someone at the mobile branch who said i should have recieved a new one in the mail from bbva. Which I have not recieved. He tells me there is nothing he can do to help me. All I can do is go to the office on monday when they are open again and request another card.
So now im late on my bills, which I will be charged a late fee.. In which i have never been late on any of my bills ever. I also can not access my account at all until Monday. To top it all of all of this happend on my birthday. So yes I am extremely disappointed on how bbva has dropped the ball this time. It has been not only embarrissing, but also a huge inconvenience, costing me more money because of a mishap on bbvas end.
I dont know how this can be fixed but I hope somehow this doesnt happen again or to someone else. I maybe thinking for the first time ever of leaving both bbva and pnc.

Posted by Dissatisfied


This has been the worst bank I have dealt with over 40 years of experience. They speak horrible English which makes it impossible to communicate. They aren't empowered to take care of an issue. Their best response is to use the phone app. What???

Don't use them. Don't know it PNC realizes the mess they are getting into.

Posted by Anonymous


This company is a scamming joke. I have had an account with them for several years. Never late, never missed a payment. always paid before due date. Made July pymt on the 1st for 10th due date. Made August pymt on 30th of July for 10th due date. Had a confirmation #. On 8/13/2021 I get a letter form them saying that they have lowered my limit by $1100.00
And when balance is paid they will close my account due to delinquincy.
I have called 4 times(in the meantime I paid August again & September). They will not let me speak with a manager, said they will call me back. I have waited 5 days, no call back. On top of that ,they charged me a $28.00 late fee. Again, I have a confirmation #. They said that since I used my personal checking account & not thiers, that I need to go through my bank. What the heck, they took the pymt over the phone & gave me the confirmation #. also, they are in Guatemala, you can't understand a word they say. I hope they do close me down, because I will hire an attorney.

Posted by Stimba62


On JUly 10, 2021, I lost my debit card. I called the customer service number and of course they are not in the United States. I canceled my card and ordered a new card. After 10 days, I had not received my card. I called again. This time the person told me that she did not see a request for a new card. So, she said she was going to put a rush on my new card and I would receive it in 2-4 days. Well, 7 days later I call again because I of course did not receive the card. On the third customer service person, he tells me there is no request for a new card or a rush on my card. I hung up. The following week, I went to my local bank and talked to a banker. His last name is Torres in SAn Antonio, Texas. He orders a new card and puts a rush on it. He said it was too expensive to order it overnight. LOL. On the seventh day I call him and tell him I did not receive the "rushed" debit card. He tells me it's because of the "fires" and it is slowing the process. So, I gave him the benefit of the doubt and waited another week. After another week I call him. NOw he tells me it is a vendor problem. He also tells me there is a "backlog" of cards because there are too many people asking for a replacement for an expired card. Oh my God. What do I have to do to get a debit card? I am seriously considering changing banks now because of the unprofessional assistance and horrible customer service. It is now August 18 and I still have not received my replacement card. Not surprised.

Posted by Iop


This customer service team is the worst honestly you'll ask questions and they don't even know the answer

Posted by LARAESA LEE


This company is beyond terrible!! I've had ta vehicle from them for three years only to find out recently that they're not listed as the lienholders. This has created complete chaos in my life trying to get this resolved. Ive bee hung up on, lied to and sent fictitious title from supposed supervisors!! I wouldn't recommend this bank to my enemy. They're great when things are going good but when u have a problem, they are a nightmare to deal with!!

Posted by Out of options


This Bank is the worst I am on SSI they have had 1,500 dollars of my money for over 2 months I have been lies to hung up on I have gone to two different branches had the branch manager call and still can't get my money to my bills are behind but no one cares at this point I will call them thieves. Every time I call I get a different person and a different answer
IF YOU WANT TO KEEP YOUR MONEY DO NOT BANK WITH BBVA

Posted by Anonymous


This is the absolute worst call center I have ever had the misfortune of dealing with. It's obvious that ALL the fees BBVA charges, they aren't using those to hire experienced call center employees. It took ONE HOUR of going back and forth with the rep that insisted on calling me "Mrs. Customer" just to get through the verification process. Finally had to ask for a supervisor who was equally useless. Seriously considering pulling all our business from this bank.

Posted by Mad


I have tried several times to get a wire transfer credit to my account. I have spent numerous hours on the phone transfers being hung up on transfer to another department on hold for and hour and no one can figure it. Emails from the bank saying it was applied which it was not!! Lie and more lies!!! Only good point I have a good interest rate!! But terrible terrible customer service. They don't understand or want to make things right

Posted by QueenBreezy


We just open an account here and my husband is a primary. I get ssi and cant work. But i hust got a W9 form wanting me to fill out for the irs about a business. Im like wtf. All we have is a checking account.

Posted by Anonymous


I been on the phone for 39 minutes hung up called back that it was 21 minutes now it's been 10 minutes, I hate this bank, customer service sucks..

Posted by Do not Bank with BBVA


Do not Bank with BBVA the worst bank in the US! Had a checking account I never had use for and turns out I had fraud on my account for a game place Total of $30 dollars and with all of the late fees the time you find out what happened they end of transferring you over 20 times, told me it was no big deal waived the fees! Then received collections of $243 and hours on the phone trying to figure out what the hell happened came up with being stuck paying bull crap fees over $200 and will not help! Disgusting of a Bank

Posted by Pissed Off


This bank is the worst bank ever. I made a deposit 10-29-20 in cash at a branch and it still has not posted to my account. I have called all over to the fraud dept who keeps referring to the branch i went to who keeps referring me right back to the fraud dept. Now they give me my caseworkers name chanell hudson who the bank and myself have left several messages and of course the said they emailed her. She has not responded yet. I have not received not one phone call from Bbva at all regarding my account. I keep asking for her supervisor but of course they cant give that out. I constantly keep getting the run around so im assuming the tellers are pocketing customers money. Once this situation is ever resolved, i will never bank with them again. Now the rep who was helping me just hung up on me so now i have to wait again until tomorrow to talk to someone. They definately dont care about their customers!!!!!!!!!

Posted by Anonymous


I am very upset with BBVA. Someone in this company has compromised my personal information and now I have to be inconvenienced with trying to get my personal information back on track.

Posted by unsatisfied customer


What a ridiculous excuse for a lending institution. No one knows how to do anything but give the run around. I will absolutely never use these guys again. Do yourself a favor and stay away from this "company."

Posted by Anonymous


As a Premier banking customer I do not have to pay an annual fee for my credit card. Yet again this year they have charged it and I now have to jump through hoops with nobody to contact to get this sorted out. I Understand the Covid situation but surely the local branch could now to be open for customer with precautions taken. Also i am the cardholder but online there is no way to address me therefore all correspondence goes to my husband. This is discrimination. Please take steps to address these issues. Thank you . Joan Simpson

Posted by Come and get it


We keep getting these flyers that they care about our community especially after the recent Covid going ons. we started a business right at the beginning of this mess. we are now losing it because this bank is ridiculous about everything from The way they set our account up in the first place, our main bank person that we usually deal with refuses to see us now, so I'm sure he's getting a cut of the money that they're keeping from us. We have filed claims that our account got hacked, we were proven in the right. Still they keep our money because of the overdraft from somebody else stealing our money that we proved, I have never hadro fight so hard in my life to have a bank work with my money, I am done with BBVA compass all of it, any chance I have I will let everybody know what a bunch of lying thieves this whole corporate bank is. we can't get anybody on the phone. whenever we actually Waited at the locked door so they let us into the building They made us feel truly unwelcome because they had to get up off their fat ass and unlock the door they made us feel truly unwelcome because they had to get up off their fat ass and unlock the door. Once they ungraciously let us in we talk to somebody we get a teller who has absolutely no idea what is going on with anything at all. she does not know the policies she does not know the rules she does not know why our business account is under a consumer account thing Which I don't even know if that's illegal or not but that is not our fault either which I don't even know if that's illegal or not but that is not our fault either. Well I don't think it's going to matter anyway because our life savings and our future is down the drains, we are losing the business we fight so hard to start well I don't think it's going to matter anyway because our life savings and our future is down the drains, we are losing the business we fight so hard to start. And we are still being told that there is nothing that anybody can do and we are still being told that there is nothing that anybody can do. Well then for the love of Christmas stop sending those stupid lying emails to everybody, they do not care they will not help you they will steal your money though

Posted by Anonymous


These people are thieves. I had a 200,000.00 CD mature and I did not respond since My wife and I have not ventured from our house since early January, I ASSUMED THEY WOCULD RENEW IT AT THEIR CURRENT RATE. THEY RENEWED AT ONE-TENTH OF ONE PERCENT. THEY NOW WANT OVER $6,000 TO CANCEL THE CD. WHAT A RIP-OFF.

Posted by JohnHPRV


Don't walk away from this Bank. RUN. They lie and they steal. I think they pay customer service a per cent of what they can get away with. I was charged $39 per month for a late charge for 3 months and reported to credit bureau as being late. They said they received it several days after it was due. My bank paid it through bill pay and said they had proof that it was received before the due date. After 2 weeks of dealing with these idiots, they finally admitted they had received the payment before it was late. Now I have to see if I can get my credit straightened out. These people are like a bunch of South American con men.

Posted by Anonymous


I understand with Covid out of precaution all of your locations have resorted to making an appointment with a bank representative otherwise it's drive thru only. It's almost July and this is becoming redundant. BBVA is not above anyone else so I suggest you follow suit and install those plastic sneeze barriers and have your employees in each branch wear a mask and gloves and open the damn lobby. making an appointment is not a good way of doing business. If other businesses can accommodate not only their employees but also their customers to keep their business going than so can BBVA

Posted by K.hawkins


My stimulus check was deposited into a closed account a month ago, everytime you call you on hold 2hours when the rep pick up they lie and transfer you to someone else bbva is not a good bank at all whoever bank with them need to be removing funds it's been over a month and still don't receive no check there local bank representatives are rude and say they can't help you you have to contact the 1800 number within the same day I talk to 4 representatives they said my check was mailed April24.29,may 7 and one said they couldn't see anything I don't understand that, main reason I only deal with credit unions people please don't bank with bbva

Posted by Dawn haggerty


I have about 70,000 with your bank and planning to deposit another $250,000. My last 2 was a nightmare. Every time I try to get online to manage acct I am blocked. Have to "call". Always inconvenient but now it's a nightmare. Waited last Thur 1 hr 15 to get help. Got fixed. Today (sun) tried to get on and blocked AGAIN. Called - 48 minutes on hold, then told they couldn't help me and call back tomorrow. Are you kidding? Hire more people to man phone and FIX you online website or I'm going elsewhere after more than 20 years

Posted by Who Cares


Worst customer service ever. Good luck finding someone that speaks English. Then you're constantly put on hold. Every dept. that could you with your issue is either not answering or closed, in the middle of the week btw. Took my number and was told a supervisor would call me back in 20 mins. So far it's been 20 hours. Nothing. Was charged a late fee despite having autopay set up. Was told it would take one billing cycle to set it up. Then was told it takes 2-3 cycles and I was charged. Closing the account. Not worth the trouble. And reported to the BBA.

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Contact Information
Customer Service
800-266-7277
Customer Service (credit cards)
800-239-5175
Mortgage and Home Loan
888-853-6346
Online Banking Customer Service
800-273-1057

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