Resolved Bbva compass bankfrozen account

M

I have been a Compass Bank member for 5 years. I recently had moved and changed my address with the bank. I changed my address on a Monday and my account was Froze evidentially sometime Friday afternoon. Needless to say it was Saturday Morning before I realized there was a problem. I tried to put gas in my car and my card declined. I had just received a Payroll direct deposit on the Friday, and distinctly remember seeing it in my account on that Friday morning. I immediately logged into my account and to my surprise my deposit was no longer showing. My previous balance was Froze and showed a zero posted balance even though there were funds available. The two pending transaction on my account were showing negative even though I had more than $1500.00 actually available. Being that this was a Saturday morning there wasn’t anyone available that could help me, or give me answers, or even a simple explanation. The only note on my account per customer service was from corporate security that said “Frozen for Review.” I hadn’t had any problems prior to this and could not come up with any reason as to why would happen. Customer Service said that they would contact me Monday to help me resolve the issue. I was given a woman’s number in Corporate Security [protected]. I could not understand her name on her voicemail but left two messages for her to call me back prior to Monday. Monday morning about 10am after waiting patiently with no response from either, I decided to take off work and visit the local branch to get some answers. After making several phone calls the gentleman/banker was able to get a hold of someone in the corporate security office to explain the Freeze. Evidentially, my address change “which by the way was still in the same city”, Red flagged my account. They froze my savings and Checking and cancelled my Bank cards without even trying to contact me. He was not told that he just needed to verify my address and E-mail the lady who hadn’t returned my calls, nor did she answer or return his during the time I was at the branch office. This gentleman apologized to me for the sudden inconvienence, and said that he did not understand why this happened simply because of a change of address. Nor did he understand why I was not contacted prior. He also stated that my account was unfroze at that time, but my funds were not going to be available until the account processed at midnight; even though prior to the freeze I had funds available. My direct deposit that I was supposed to receive 4 days earlier would post back at that time as well. My concern and problem here is with compass banks procedures for handling this matter. I was told that a note to freeze the account had been placed in the system on Wednesday. The bank had ample amount of time to contact me, notify me, or ask me to come in for any reason. I use this account for my primary source of funds and do not carry cash. This weekend when I went to put gas in my car which was already close to empty, I planned on making a trip to the grocery store as plenty of people typically do on the weekend, I had bills that needed to be paid / drafted out of my account. . When you expect your money to be available and all of a sudden its not it can create a rough situation for any consumer; especially for a single hard working mother of two. Not only did I have to borrow money to get through the weekend, but I had to take off work on Monday to try and sort this out. Finally Tuesday my account shows to be back to normal. No apologies or explanations from corporate, still no returned call from the lady who froze the account with a better explanation, nor any compensation for any trouble and expense I incurred due to this. My advice if you use Compass, is to get an alternate account at another bank, and don’t change your address. I have a vacation planned and will not be leaving that Friday with my money sitting in Compass bank. I will definitely have cash on hand, and place funds in another bank account. Hopefully this will prevent me from being out of town with no financial source available for the entire weekend ever again. Beware of Compass procedures.

Responses

  • Ho
    Houston77 Jul 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Sorry that happened to you. I used to work there and I can tell you for a fact that they are going out of there way to find new places to charge fees. Reg E really hit them hard because they were about the worst bank in this country (or in their own country - Spain) when it came to how they processed payments. It is a scam and until regulators crack down harder on these bank's you should really move over to a credit union. Good Luck.

    0 Votes
  • Jo
    Joey Black Oct 10, 2012

    I am having the exact same problem with compass bank right now. My account was frozen on Friday. I found out because my debit card was declined at a restaurant. Its now wednesday at 3 pm and I am still waiting for someone from the bank to call me back. How did all of this start? I changed my address 2 weeks ago.

    0 Votes
  • Or
    orly1970 Apr 20, 2014

    My online banking is frozen wheat's going on I'm going to change banks.

    0 Votes
  • Ni
    Nick2025 Jan 01, 2016
    This comment was posted by
    a verified customer
    Verified customer

    This is the worst bank ever. They froze my account as well and I was supposed to received my direct deposit today.Guess what, I have to wait until next monday...today is Thursday:(.

    0 Votes
  • Ka
    KayKay2 Sep 30, 2016

    I had two accounts on with this bank apparently someone gpt a hold of my information and did a mobile deposit they let the check go for over 45 days and now both of my accounts are frozen and my paycheck went in my account today and now I have no money at all and they are using my money from my account in the postive to pay off a negative balance without my permission this bank sucks will be looking for a new bank immediately.

    0 Votes
  • Be
    benedicta igwebike Nov 23, 2017
    This comment was posted by
    a verified customer
    Verified customer

    What is most baffling is that they do not make any attempt to call or email. I was also left in the same boot. No money on me, card declined, not even my thanks giving turkey. This is so sad.

    0 Votes
  • Te
    tedrickmoore Nov 30, 2017
    This comment was posted by
    a verified customer
    Verified customer

    I'm having the same problem now my account is still frozen after a mobile deposit that my payroll employer has cleared up with them. I spoke with someone from BBVA and was told that my account was back active but its really not I tried using my card the day after and I'm still getting a declined notice ever time I try to buy something or go to the ATM after its showing an available balance. This bank is pathetic!!

    0 Votes

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