BBVA USA Bank

My BBVA credit card account is being transitioned to PNC. Customer service took my call after a half hour wait, then routed me to a phone number that was responding (during business) hours that I needed to call back during business hours. I think this is the worst experience I have ever had with a bank customer service.

It is really a shame that you can never get someone to help to solve a problem in this bank. I had a car loan with them and I had put it direct deposit for five years there was no missed payment or late charges. They were withdrawing money from my account, when it came to the last payment, they didn't get it directly as usual saying I had to go pay it in the bank. That wasn't on the agreement when I was buying the car. After I paid off the last payment, then they came back after two weeks saying that, there was a payment again missing and I asked them which month and year. They kept on changing different months and years, at the same time I was giving them my bank statements showing payments but nothing was solved from bank manager (who said, she could see the truth but has nothing she could do about it since it is controlled by back office) to different departments.

BBVA has to be the absolute worst bank I have ever worked with. In September of this year I had made a couple debit card purchases on the first of the month. They claim it took nine days for these purchases to clear my account (even though on the app I can clearly see that these transactions were already taken out of the account) and then proceeded to charge me with five overdraft fees for very small purchases under $15 a piece. It seems to me they wait until your account balance is low or overdrafts a few dollars and then they let these so-called pending charges go through your account. These are debit card transactions with are instantaneously authorized and should not take nine days to post to your account.

I will NEVER do business with BBVA again. I had a large balance during the pandemic. I recently paid it off with a $10K payment on July 26th, sent electronically, which took into account several days of interest in the transit time. The payment left my bank the following day, but BBVA put a hold on that payment ON THEIR END and didn't post it on my account until August 10th. During that time, the account racked up another $106 in interest. I called, they said they'd check into it and call back in 4 days. I waited two weeks - no call. I called back. Not only do they refuse to removed the additional interest from their holding my payment, it had accumulated more interest. Such a lack of integrity. I will do all I can to persuade people not to support this ** enterprise.

I have never seen a more incompetent bank. It is impossible to just make an online payment. Their website hasn't worked in months in any browser and the mobile app gives me a dumb error. If I did not already transfer a large balance I would just close my account. It is like dealing with a bank from a Third World Country.

Every time I call, I get the same result, I get the apology, and then the statement that there's nothing they can do about it, they refuse to allow you to speak to a supervisor, and eventually hang up on you. They speak with a thick accent, so you and the csr have to repeat themselves often. It's aggravating, and there's so many options out there, PNC may never get to meet the potential new customers that they would acquire from the buyout of BBVA if they continue to not care in the least.

I just recently took out an auto loan for a brand new car with BBVA. 1st month goes smooth, I set up my account online. 2nd month it hiccups and auto drafts me twice, no big deal - tried to get a refund but was a pain so pushed it to next month's payment. 3rd month comes around, I get auto drafted my payment along with 2 additional payments - called to get a refund and the woman on the other line is confused and says "I don't see a payment for that amount" after she did the world's worst math I'm assuming. I call back to speak with Jorge who is just as confused and lets me know that basically there is nothing to do and the accounting/refund department takes forever. I have already started looking at re-financing my auto loan elsewhere.

Bought a car from a dealership and they put me with BBVA. Never again. They wanted me to enter my username and password to my personal bank account to allow me to make an online payment. Very sketchy.

I opened a checking account with them online. They don't have a branch in Georgia. They sent me a ATM pin in the mail. I changed my pin through the automatic service over the phone. I go to the ATM to get cash and it says my pin # is incorrect. Unsuccessfully, I called the customer service department 6 times for assistance. I initially signed up with a different cellphone number but no longer had the same number so they couldn't assist me. After going through all the security questions and verification process, they asked me to "FAX" a copy of my identity and bank card to verify it's me. Per their request, I faxed them the next day. It's been five days. I'm tired of them pretending to help me on the phone.

I've been with Simple, an online bank under BBVA for years and loved them. Experience with them was fantastic! BBVA randomly took over, so thought I would give them a chance since they were the parent bank and since I loved Simple. Since then, I've had continuous issues with my actual account, randomly charged overdraft fees when I do not have negative balance (OD protection as added just in case). Was told I had to go to the physical bank to add banking features to my account (banks are open same hours I work, so can only go during lunch), wasted my time going to the physical bank as I waited the entire lunch break and was not able to be helped.