I opened a checking account with BBVA Compass around the spring of 2009, my pay bi-weekly pay checks are direct deposited to my account and is always in good standing, all is good.
A year later I had an over draft due to my mis-understanding of their procedure on ACH/checks received by a certian time on Fridays, after speaking with one of their banking agents she looked over my account and determined I would qualify for the $38.00 overdraft fee, before we ended the phone call she suggested to avoid this from happening in the future I should look into setting up O/D protection.
The following week I went into one of their branch and opened a savings account I expressed to the agent I specifically neded it for O/D purposes, the guy open the account I made my deposit as well as he helped me to download the online app that way I can monitor the account myself and do tranfers etc;
Last summer I had surgery and wasnt able to monitor my account for about a week, I didnt worry because I had over $1500.00 in my savings account, so it was to my suprise when I realized I was hit three times $38.00 overdraft fees, and two more pending to hit my acct that monday night.
All I know is I saw red when I saw that against my acct!!!, ok, so I called their customer service line and was told by the rep I only had online service, "SAY WHAT" I explained to her I have O/D protection where its supposed to be taken out of my savings acct automatically, she kept repeating herself, something about the way my account was set up and there is nothing she could do to help me , that I had to go back to the branch that opened my acct, I of course thought this could be easily rectified by going back to my branch and speaking to the guy that set up my account, well I went back to my branch and was told the agent that opened my acct no longer worked there, so another guy helped me that was very rude, condescending and had a "I didnt care attitude" he looked over my acct and told me the same thing, I only had online service, when I asked for my paperwork that I thought banks kept, he said they didnt have it, and didnt credit my account
After being frustrated I asked to speak with the mgr he said he was the mgr, but that he would open an investigation and see if they could do anthing about he O/D.
He type up something in his computer, gave me his name and the name of a lady that should be calling me back, "before leaving I expressed to him you took almost $200.00 of my money and it was your mistake, that I would be removing my money from their bank , he said "maanyou have the right to do whatever you fell" and never apologized, after a week of waiting no call from them I discontinued my diect deposit, withdrew the money from the savings acct and waited some more, no one ever called, each time i called the no. I was given I kept reaching their V/M
Since I could get no resolute I decided to closed the acct but was told I could'nt because it had an outstanding balance so I just stopped using the checking acct , I believe there was a check still outstanding I but at this point I stopped caring, i felt when they're ready to be civil Ill be civil since summer of 2011 they have billed the acct several monthly fees total $603.00, acct closed 01/2012.
Lastly this past February I filed my 2011 income tax returns my preparer didnt update my bank account info as a result the check was deposited into the closed acct, after four weeks of waiting I called the IRS and was told the check was deposited into the Compass Bank acct on 03/07 and never came back to them, upon going into compass bank branch I was told they did receive my IRS check for $800.00 deducted $600.00 and send me a check for the difference which I never received according to her it was sent to a wrong address they had on file, again I was given the number to another lady to call, I of course called yesterday 03/27/2012 left message im still waiting.