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Compass Bank

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14 Reviews & Complaints

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We Just Want Your Money/ All Of It
Posted by Dgriffin on 03/04/2004
SAN ANTONIO, TEXAS -- Dish Network debited $547.61 from my checking account without authorization. I only had $285 in my account. That put me in the negative by $300, but Compass kept on letting the charges come through. Then, Compass Bank charged me another $315 in NSF charges. My account is negative -$732.31.

I asked Compass why they did not stop the debits when my account hit a zero balance. Someone could have stolen my card or my identity, and they would have let them debit. They said since I'm a good customer, they allow me to go under a zero $0 balance a little if I need it (they get the $35 NSF though). That under-the-zero balance courtesy was a negative -$300. That's too much of a courtesy to me.

I called Electronic Disputes for Visa checkcards. They said they would fax me the paperwork to dispute the Dish Network charges, but I had to visit one of their branches. I visited a branch close to work to get the fax. They told me it was my fault anyway, that the funds were debited, because I gave Dish Network my card number to establish service. Since Compass will only take care of your personal issues at the bank you signed up with, I had to take off from work to drive the 20 miles home, because they could not help me at the location 3 miles away. This is a major bank company!

When I got to my branch location, they basically told me, "You started the conversation with Dish Network to get your money back, you finish it, and while you are at it, collect the NSF charges of $315 because we cannot give them back to you. You should have started the dispute process with us first".

I asked them, since you allowed my account to go under balance by a negative -$300, can you give me a provisional loan for $300 until this resolved. They told me no!

So, next time you are tempted by the sign in a Compass Bank lobby window that says, "We are glad you stopped by, come on in", buyer beware.

     
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Posted by WENDYBLUE on 2006-09-24:
COMPASS BANK UNBELIEVABLE CHECK HOLDING POLICY...
I received a certified check payable to me from an estate account of a deceased family member. It was from Florida and I live in AZ. I went to cash it and the Compass teller called the Florida bank the check was drawn on and informed me it would clear in 11 business days! What??? Even though it was verified the check was for me the bank felt there was a tiny possibility a certified check could still be stolen or forged. It was from out of state and more than $500.00 and therefore they could delay it that long. This policy was even posted on the fine print of a poster they showed me. Oh well. That was legal all right.
In these days of Century 21 policy with checks clearing immediately anywhere in the country this policy is absurd. Since then I have refused all offers from the bank since this treatment.
Posted by Wow80 on 2008-07-09:
I agree with what you are saying. Someone made a purchase to an online site using my bank card and my account went into three overdrafts because 2 items I had purchased earlier had not cleared. So I called them and asked them what was the overdrafts fees for and let them know that I did not make the online purchase. I was sent the paperwork and I faxed it back to them immediatly after I received it in the mail and went to the bank to have them freeze my account to stop the daily fees and the lady told me that the fees will be credited back to my account once the issuse has been resolved and now I am getting phone calls saying my account is in danger of being closed and I have been receiving letters and they are still letting the fees accumulate. I hope this matter gets resolved and not cost me for their mistake.
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Possible Security Issues
Posted by Disgruntled on 04/13/2013
Customers of Online Banking with Compass Bank should double check the upper left corner of their screen to make sure that their log on user ID is being encrypted (secret coded0. The URL address should show https:// Be sure that there is the letter "s" following http before you type in your User Name (ID). The "s" indicates that you are now in a "secure session". Compass Bank suggest that their online customers download and install the security software "Rapport" onto their PC. If you do this you should make sure that the Rapport designator (to the right of the URL box)shows up green before typing in any personal information. If the designator shows up grey then Rapport is not protecting anything.

I have found that over half of Compass Bank's online web sites are not being protected by Rapports security software. I am not suggesting that you change banks but only want to inform you on how to check for a "secure web session" when entering any personal information. The info that I have provided you here is a method of checking for security on all web sites when you are asked to enter personal information. The only reason that I mention Compass Bank is because I have spent hours of time with representatives of the bank with this security issue.

So far I have not found anybody within the bank that is concerned about it. Hopefully that will change in the near future. If so then I will update this information to you.
     
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Refinance Ripoff
Posted by Sragerone68 on 03/22/2012
CASA GRANDE, ARIZONA -- Started a refi with compass bank the first week of january so that we could get away from boa. Let me tell you, compass could teach
boa a thing or two about being incompetent. First, we were assured our loan would not be sold to boa, compass sells their loans in-house. They need more info, more info, more info. We jump through their hoops and do everything asked of us. We have a trust, they want to copy every page of our trust. What business is it of theirs what we want our bodies cremated when we die or that my husband's son is not left anything, but we comply. Well, finally march 15 comes and we are to close. Closing costs are twice what the loan officer quoted us and they now want to charge us $250 more because the rate lock had expired. The bank manager did get the $250 taken off. We went ahead and closed because we had already paid $444 up-front for an appraisal and could not face going through this again. Next thing we know, they want to charge us $20 to get our cash-out deposed into our account. As of yesterday, march 21, they still need more papers signed. As of today, march 22, none of the disbursements have been done and our home equity line which was to be paid off is now past due. I called them this morning and they tell me they have no record of a loan with our names or social security numbers. Take my advice, do not ever deal with compass bank.
     
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Online banking doesn't work using Safari browser
Posted by Brs103161 on 10/26/2011
DALLAS, TEXAS -- Apparently, after speaking with BBVA Compass Bank support today, online banking with Compass Bank doesn't necessarily work with Apple's Safari browser. To me, this is unacceptable and somewhat irresponsible as Compass Bank is forcing its customers to move to online banking or pay high monthly fees It was suggested that I download another browser on my Apple computer which I do not want to do. Also, in setting up online banking with Compass Bank it suggests using a Rapport security program for its online banking; however, it is not apparent that once the program is installed, it cannot be uninstalled even though the program has an "uninstaller" and says the program has been uninstalled. I am worried about a bank that "recommends" such a program for security purposes.

     
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Posted by Ben There on 2011-10-26:
Safari is a distant 4th of the big browsers, so many companies don't go out of their way to be Safari compatible.
Posted by trmn8r on 2011-10-27:
Ben_There is right on target:

September 2011 statistics:
IE~~~~Firefox~~Chrome~~Safari~~~Opera
22.9%~~39.7%~~~30.5%~~~ 4.0% ~~ 2.2 %

4% is miniscule. I switched to FF today because the LL Bean website wasn't working fully in IE under Windows. Sometimes a workaround is necessary on either platform.

Posted by Kris10 on 2011-10-27:
Firefox and Chrome are the best of those 5 by far. And Chrome should be fully compatible with your Apple computer.
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Compass Bank - Get A Clue
Posted by LuvBreathing on 06/24/2010
PLANO, TEXAS -- I discovered that my debit card number was stolen and two entities charged services to my card without my knowledge or permission. Compass Bank OBVIOUSLY doesn't know that criminals DONT take a holiday! I discovered the fraudulent charges on, Monday, May 31, 2010. I was on hold for over three hours! I had to change my cordless phone because I was on hold so long, the batteries died. They never answered! So what if this was Memorial Day. Many businesses are open, and Compass Bank should be open 24/7 to handle these sorts of things.

I called the bank on Tuesday morning, and was told to physically go to the nearlest branch. I went to the Windhaven location in Plano, Texas. Marc White was the agent. I told him the situation and he said they could do nothing until the charges cleared. I told him I wanted to freeze my account to prevent other charges on my debit card, AND HE REFUSED!!! I then went back to my office, got on the phone, and requested the disupute forms. Compass Bank waited until JUNE 4th to mail them to me, and I didn't receive them until, JUNE 7!! Thank GOD the charges were very small, or I would have been in a world of hurt until the charges were reversed.

The fact of the matter is, that Compass Bank was totally NOT PROACTIVE in not only preventing further fradulent charges, but not proactive to quickly address my situation. They also took over a week to replace my debit card, which prevented me from paying my online bills, and prevented me from getting the things I needed without having to go to the bank and write a check for cash. THIS IS NOT ACCEPTABLE!!! THEY STINK!!

I have since gone to another bank chain, and got a much better deal.

I have also CLOSED my CompASS Bank account. I have been a loyal customer of CompASS Bank for nearly 10 years, and they don't care!
     
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Ridiculous Policy
Posted by Kikisand on 02/16/2010
CASTLE PINES NORTH, COLORADO -- I am not a customer of Compass Bank (took my account out of there about four years ago because of other ridiculous policies). However, I do use their ATM on occasion because it is at the corner by my house (I have an account with USAA Federal Savings bank, which does not have local branches). I used the ATM at the drive-through last week, and drove away without my ATM/debit card. I realized it about an hour later, and returned to the bank to retrieve my card. I waited for the one teller to finish a transaction with the drive-through banking (which seemed to be a big problem, and required the intervention of a superior), then another teller came in from her break, I asked for my card which I had left in the ATM. I described my card, the color, the name on it and said I had my identification to claim it. The other teller confirmed that there had been a card retrieved from the ATM, but, when I mentioned it was not a Compass Bank ATM card, they would not surrender my card to me. They said it was company policy. I asked them twice, maybe three times to clarify that that was truly company policy, and they just stood there and said, yes, we cannot give you your card. So, my card was sitting on the other side of the teller stations, and I could not have it. As a result, I had to order another card from my bank, at a charge of $8 to get it here quickly. I also now have to change ALL my automatic payments that were previously set up using the other card number with the new card number. Doesn't this seem like a rather ridiculous policy? When a potential customer (everyone is a potential customer) is standing in front of you, requesting the card she knows she left in your ATM, describing the card and offering her ID, and you WILL NOT give her her own ATM card. Seems silly to me....Thanks for your time.
     
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Posted by tnchuck100 on 2010-02-16:
Employees of major corporations, for the most part, have been prohibited from using common sense. Though in your case I doubt if any policy would be violated. I suspect it was just plain stubbornness or power trip on the part of that branch.

You should have called the police. At that point they are withholding property that is not theirs and you can prove is yours. That is theft.
Posted by Anonymous on 2010-02-16:
If their ATM lets you use another banks card, then they have no right to keep your card from you. I'd ask to see that 'policy' in writing. Bet you they don't have it to show you. Then I'd do what Chuck said and call the police
Posted by Anonymous on 2010-02-16:
It's a matter of policy. The bank employees know the card was retained, but not why. If there are three cards in the retained card bin, which ones are the ones 'hot-carded' by the issuing bank, and which ones were retained because they were left in the machine? I don't know of any bank that does not operate this way, and it may, in fact, be a rule with which they have to comply.
Posted by Anonymous on 2010-02-16:
Same thing happened to me as well. I left my debit card in Credit Union ATM machine. When I inquired about getting the card back I was told they only return cards they issued. All others are destroyed.

It makes me wonder if there is some sort of regulation or agreement which prevents them from returning a foreign ATM card.

Around these parts I've notice that most of the ATM machines that suck in your card are being replaced with the type you swipe the card. That's a good thing if you ask me. Good review!
Posted by shootingstar1284 on 2010-02-16:
I worked at a bank during college, and it was a smaller, local credit union, and we had the same rule. If an ATM card from a different bank was not released, we couldn't give it back, even if the customer had just used the ATM and had valid ID. And Stew is right, we destroyed any cards that weren't issued by our credit union. Sucks, I know, but it seems a lot of banks have this policy.
Posted by redmx3racer on 2010-02-16:
Ken and Stew are on the Money. I had the same thing happen to me, and could not get my card back either for the same reason.
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Cannot sign into my account
Posted by Barbarajean on 12/10/2009
I am having a hard time signing in to my Compass Bank Account. Could you please send me an e-mail to help me to sign in so I can review my account please.

Joan
     
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Posted by trp2hevn on 2009-12-10:
Maybe you could try calling them at 1-800-COMPASS
(1-800-266-7277)
Posted by Anonymous on 2009-12-10:
There is a link to click if you've forgotten (or having issues) your username/id. Click on that. It will give you and either/or option of putting your account number in or email address they have on file. Try doing that option. Or, there's an 800 number you can call for customer service (compasspc and mycompass)... 1-800-273-1057.
If the first option doesn't work, trying calling customer service for help.
Hope you can log in soon. :-)

Posted by Anonymous on 2009-12-10:
Here's a thought: get up, pick up your car keys and drive to your local branch, where someone can show you how to use the online banking site. I'm pretty sure that you're not going to resolve it with the bank by posting it here.
Posted by PepperElf on 2009-12-10:
good point ken
as long as you have your ID it's easier to prove it's you in person
Posted by disgruntled on 2013-05-24:
Whenever logging into your Compass Online Banking make sure that the address in your URL field shows https// before the address. If the letter "s" is not there then it's possible for other people to learn what your user ID or nickname is. If the "s" is not there call corporate and complain
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Compass Charges fees for their own charges
Posted by Aleph06 on 10/17/2009
How can I get-Compassbank, aka BBVA compass bank- fees reversed?
It all started 3 weeks ago when a double payment was mailed to a credit card company through an electronic payment system they offer to their customers. I had this second account, yet it appeared again and the extra payment was sent. I was notified that my account was overdrawn and that's when I noticed the extra payment I again, set up another account for the biller and deleted the current account. I then sent the money that would have balanced my account. Needless to say, a couple of days ago, I checked my account online, and there it was again. The account for the biller had defaulted to the previous due date of 11-02 and my electronic wire, which is always posted within hours did not post for a whole day.

Now there were more charges for NSF, over the limit fees. They also pulled from the overdraft protection account an additional. 06 yes, six cents, which caused a $12 transaction fee and an over the limit fee on my account. I spoke with a bank representative, who told me that it was all my fault. I had cancelled the biller account for December and was responsible for all the fees.
I know that this is not true, I had double checked the account to made sure that my future payment for the biller, Capitol one would start in December. I had already spoken to them and hey agreed to apply the extra payment to the following month of November 2009.

When I spoke with the bank representative, I was told that I couldn't pay my overdraft over the phone and that I could not manage that account or make transfers between checking and overdraft. I guess they want to be able to pull 06 cents and charge $24 + for the transactions.
FYI--I also made the mistake of overpaying the overdraft card in the past. Compass would not
Deposit the extra funds into my checking account. I had to request a reimbursement and wait until they got around to sending it to me.

I was asked to come in to take care of the account. I’m a USA citizen living and working in South Korea (have for 2 years) and this is not possible. The bank has all my overseas information on file, including contact phone. I gave it to their branch office when I was in Arizona a couple of months ago.

I have had this account for 29 years and have been through many buy outs. Since they got bought out by BBVA, I have had a lot of trouble. I'm closing the account and just want some relief for all the vile things they have done, these past few weeks.

Any advice or feedback will be greatly appreciated

     
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NSF 8 days after
Posted by Stokesrick on 08/18/2009
Compass bank will not contact you till 5 to 8 days after you are charged $38 for a nsf, so you are then hit with countless others, I call them and was told thats the way we operate
     
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Posted by Anonymous on 2009-08-18:
Or keep a check register, that way there won't be any overdrafts or nsf fees. As well as having the check register, get online banking so you can check your account every day to also keep yourself in check. Granted the online banking doesn't show everything; that's what the register is for. The bank will send you a notice in the mail that you've overdrafted, but really it's up to you to keep your balance in check, not the bank.
Posted by Suusan B. on 2009-08-18:
bearkatkitten: Thank you for taking over for me in attempting to explain to people how to maintain a checking account. I've simply run out of steam for this issue at the moment. Let me know when you need a break and I'll type CHECK REGISTER until you're ready to give it another go!
Posted by Anonymous on 2009-08-18:
You got it, Suusan. :-)
Posted by madconsumer on 2009-08-18:
i used to do as bearkitten does, until i got stalked by all the bank haters. it is funny you all can same the thing as i, and you never get stalked.

*weird*
Posted by Anonymous on 2009-08-18:
You've been a member for 2 years and some change. I've been a member for about a month. I'm sure my stalking will commence eventually, mad.
And yet, I will stick my guns... what I say has always worked for me and I will stick to it. Even when I was at a credit union, still did the same thing.
Posted by madconsumer on 2009-08-18:
amen sister!!
Posted by Anonymous on 2009-08-18:
I used to have an account at Compass bank, and their automated system would alert if I overdrew my account the same day.
Posted by old fart on 2009-08-18:
I cannot believe the number of people who kite checks and then try to blame the banks for the overdrafts...

Playing the "float game" worked many years ago before electronic banking came into usage but since then, it's been financial and "legal suicide " to try...

STOP TRYING TO SPEND MORE MONEY THAN YOU HAVE!!!
Posted by Anonymous on 2009-08-18:
Compass bank would let me overdraw my account up to $400. I have Wells Fargo now and they don't let me overdraw even a few dollars.
Posted by Eloise on 2009-08-18:
Why does the bank have to call you? They aren't your parents.
Posted by PepperElf on 2009-08-18:
i don't know of ANY bank that calls you when you overdraft

i think most banks assume that if you're adult enough to have your own account you're adult enough to get by without them holding your hands and calling you up to say "sonny you're out of money, stop spending"
Posted by Anonymous on 2009-08-18:
Hey little, is Compass still giving you trouble.?
Posted by Anonymous on 2009-08-18:
I went into a brach and talked to a manager, but he refused to help me, so I still owe them all that money and I still refuse to pay.
Posted by Anonymous on 2009-08-18:
Have they taken it to collections.
Posted by Anonymous on 2009-08-18:
I haven't heard from any collection agency yet.
Posted by madconsumer on 2009-08-18:
oh no yaya, hopefully IT WONT BE NCO!!

lol
Posted by Anonymous on 2009-08-18:
*knocks on wood*
Posted by Anonymous on 2009-08-18:
*zips back up*
Posted by madconsumer on 2009-08-18:
c2o, that is not the way to earn stars.
Posted by Anonymous on 2009-08-18:
*washes hands*
Posted by Anonymous on 2009-08-18:
Thanks mad. I forgot my purpose here. lol.

Posted by madconsumer on 2009-08-18:
your purpose is to cause discontent and mayhem. and be my cyber sex slave.
Posted by Anonymous on 2009-08-18:
Man, am I ever up for that!
Posted by Eloise on 2009-08-18:
I just bet you are C2O. Down big boy down!
Posted by madconsumer on 2009-08-18:
but up is better .....
Posted by Anonymous on 2009-08-18:
Then up it will be. Sorry Eloise, but up is just easier. lol
Posted by yoke on 2009-08-18:
Why did you not know you bounced a check before the bank told you. That is a long time not to check your balance.
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Compass Bank Stands In The Way Of Help
Posted by Big Bear on 07/16/2009
DENVER, COLORADO -- Recently I received an email about the President's new Home Affordable program and some expansion to the initial terms. The email stated that the new, allowable LTV ratio was being changed from 105% to 125%. This was great news for me and could potentially save me several hundred dollars per month on my first mortgage loan. However, when I contacted the lender I had chosen to do the refinance on my first loan, I was told that they could not do anything to help me because Compass Bank holds the note on my Home Equity Line of Credit, which is currently in second position. Evidently Compass Bank has a policy that they will not allow a refinance, unless they are moved into first position at the time of the closing on the refinance. With that being their policy, I am dead in the water. No lender will do a refi and agree to put their new loan in a second position, behind Compass Bank's current HELOC. Compass Bank's stance seems to be that if someone is interested in refinancing, they must be in trouble and about to default on their loan, so they want to be sure to move their loan up to first position in order to get their money if something happens. What makes no sense to me is that if someone is in trouble and needs the refi in order to keep up with payments, and Compass doesn't allow it to happen, Compass stands to lose everything if a foreclosure or short sale ends up happening. I would think that they would want to help, not just because it is the right thing to do, but also because by allowing someone to refinance, they are more than likely going to make it easier for the individual to stay current on the second loan as well. Anyway, I am not in trouble at this point, but would still like to be able to reduce my monthly payment through refinancing. Unfortunately, Comapass Bank's policy makes it impossible for me to take advantage of this opportunity. It certainly seems that someone at Compass needs to rethink their position and consider actually trying to help people out during these tough times. I am very disappointed in this company and their apparent lack of compassion. It seems that money is all they care about. I have multiple accounts with them currently from business to personal, which I will be moving to another institution as soon as possible. Thanks for nothing Compass Bank!
     
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Posted by saj80 on 2009-07-16:
First, this government program applies to those who need assistance and want to stay in their homes. It is intended as a guideline for banks willing to workout these types of situations, but does not apply to someone simply looking to refi at a higher value ratio. You are correct in that if you default on your first mortgage payment, Compass will either have to pay off the first to assume a priority lien, or walk away and try to collect from you via collection. However, very few banks in this market are willing to subordinate a lien position, and are using this as a tool to try and move up in their priority.
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