Compass Bank, BBVA Compass Bank BBVA Compass Bank Poor Service and Fort Worth Texas

I opened a personal checking account with Compass Bank, now BBVA Compass Bank, one year ago after separating from my now ex-spouse. After a year of positive banking experience, I took my 16-year-old in to open a minor checking account. Two days later, I received a voice mail message from a "concerned" bank employee (the same who had just assisted my daughter and I in opening the minor checking account) advising that my personal checking account and my daughter's account had been frozen to offset a charge-off of debt in the amount of $881 which had occured 8 months prior on a joint account for myself and my ex. Not only was I not aware of the charge-off, the amount on deposit in my accounts far exceeded the purported debt. As a single parent of 2 children with my rental payment due in 2 days, I explained that this was financially devastating and questioned what options I had available as I was willing to pay the debt, I had simply not been afforded the opportunity. The bank employee instructed me to contact their collection agent, Telecheck, and informed me that all deposit amounts on hand would be forwarded to their collection agent with any refund to be mailed to me by the collection agent. The employee further questioned as to whether I "understood" that they could not access my ex's accounts because he was not at their bank. I was appalled.


I immediately contacted the collection agent and obtained access to the account reference only after providing a substantial amount of personally identifying information. My name was not even included on the Telecheck reference (it was soley in the name of my ex). The collection agent confirmed that they had only corresponded with my ex via both telephone and mail. I explained the situation to Telecheck and was instructed to contact the bank, because they could only accept payments on behalf of the bank. I explained that I was unable to make any because the bank had elected to freeze my account, and I have no other accounts available.

Desperately seeking resolution, and after several calls to the 1-800-Compass customer service number, the truth was revealed. When I opened the minor checking account for my daughter, a very ambitious bank employee (the "concerned" one above) identified an opportunity for the local bank to exercise its right of offset on a bad debt. The service rep advised that this is a very rare occurance due to the amt of the debt and the circumstances. The rep stated that she was "shocked" and have never seen such aggressive action taken in a case like this. Again, all I wanted was an OPPORTUNITY to resolve the debt without being evicted with 2 samll children, NOT to avoid paying the debt. I finally was able to speak with a member of the bank Management staff who also had difficulty locating the account using my information because it was under my ex's name, and I did not have any account informationa for reference. After validating my situation, the Asst. Branch Manager attempted to contact the Regional Manager and Corporate Security to see if they would consider any payment options. I was literally without money, almost out of gas, and without groceries for my children - wondering how we would make it through the week. My landlord was demanding to know when I would be able to pay,and I did not have any idea when the bank would offset the debt or relase my remaining funds. I did not get paid again for another 2 weeks......and I have no family in the area. My only sibling lives 350 miles away.

In the end, the bank did not allow me to make any payment arrangements or unfreeze the account. Although my ex had been given several opportunities to make restitution. The bank held my deposits for 5-business days and then called to advise they would offset the debt and send me a cashier's check for the remainder of my account balance. I was instructed to contact Telecheck to request a letter indicating that I had paid the debt so that it would not "haunt" me in the future. I had to stop direct deposits of my payroll, child support, and any auto payments.

I would not recommend this insitution to anyone. I found their practices to be unprofessional, relentless, and careless. Needless to say, I am extremely happy to have ended this banking relationship and resolved the debt.

BBVA Compass and its employees should realize that real, living individuals are on the other side of the account numbers. BBVA Compass basically communicated to me and my children that our lives are worth $891, worthless. Desitution and homelessness did not mean anything. This is very sad.

Chrisdee
Fort Worth, Texas
U.S.A.