BBVA Bank

I literally traveled from the other side of Aurora to this branch because of the ratings of their customer service. Garrett, one of their fabulous bankers got me scheduled and got me prepped to set up an appointment and Chris, the branch manager finished the rest and got me all together. Everyone was so nice and courteous. I honestly don’t mind making the drive whenever i need to. I would definitely recommend this branch! Thanks y’all!!!!

On September 6 I received an alert that there was a report to my credit for a BBVA credit card account being late. I immediately logged into my online banking to confirm what I already knew; there was a $0.00 balance shown, not surprising since I had not used this card or ever even activated it after I received it. I simply kept it open to help build credit.nnExpecting that this must be a mistake I called BBVA Compass. The rep I spoke with informed me that there had been an annual fee that came through, for the amount of $35.27. When I asked her why there was no balance showing on my end, she seemed argumentative at first, but then surprised, and she quickly agreed that I was correct; apparently there was an error with my online banking, and it was not showing the proper card and/or balance. I immediately paid the balance in full, and I also took screenshots to document the error.nnI requested that Compass remove the report of the late payment since it was a result of their system not working; BBVA Compass sold me on promises that their online banking service was a tool to be used to accurately manage my bank accounts:nn“Access your BBVA account 24/7. A six-time award winner of Javelin Mobile Banking Leader, the BBVA Mobile Banking app was designed with you in mind. Download the app today to bank easier and faster than ever before!”nnOrnn“With Online Banking, it's easy to manage your money and banking services. That's because you have access to everything you need in one place. Check account balances, view transactions, download monthly statements, track accounts you have linked from other banks, easily make payments and transfers, and more — all quickly and conveniently. You can also use the Online Banking Service Center to update your contact information, request stop payments, print financial documents, and apply for new accounts.”nnI own a business and have (not for long) 5 different accounts with BBVA including this card. I have a standing combined balance in excess of $100k at all times, and an additional $150-$200K which comes through my accounts each month. As a result, I am in my online banking usually 5-10 times per day managing these funds, I can almost always tell you the balance of each account down to the nearest dollar. I certainly would have paid this $35 charge had it been properly shown by the system BBVA provided me to manage my accountsnnBut instead of working with me, BBVA eventually denied my claim; while they conceded that there was indeed an error on the online banking system and it did not show the balance, they countered that I could have seen the information in a paper statement that they mailed to me. I tried every avenue I could, from their normal consumer number to my own branch manager who agreed with me, but said three of his superiors refused to change the report.nnBecause I am in my online banking so frequently, I do not open the paper statements; I did not realize, nor was I ever warned that I could not rely on BBVA’s online banking system to provide accurate depictions of my balances and that I apparently need to use the paper statements to double check their accounting.nnAs a result of this malfeasance; BBVA’s refusal to take any responsibility for their errors, I took a hit on my credit just before I was going to be in the market to purchase a home and that caused me to have to delay the purchase. Words cannot express the level of frustration I have right now.nnFor a bank that claims to be relationship based, BBVA has shown that they are quite the opposite by stubbornly refusing to make any sort of compromise, especially when doing so would not have cost them a penny, but not doing so cost them a significant client, as well as anyone I can possibly steer away.

This particular BBVA branch delivers the best customer service and caring attention to each individual's needs. They know their customer's far beyond just their names. I feel like a person not just a number an I always enjoy coming in the branch. The girls are always so nice to me. Also, it's nice to see the same faces there and not have a high turn over.

This BBVA Compass Branch provides, by far, the best customer service experience I have ever observed at any bank. Hadyra, the branch retail manager, is absolutely amazing!! Not only is she extremely friendly and personable, but she is always looking for opportunities to connect her bank clients and promote their businesses. She has sent me 2-3 business leads, and is always looking for ways to promote my law firm and real estate company. I highly recommend this branch.