Discrimination from BBVA Compass?

[Abby&Mario 100]

Hi everyone, long time no see. Yesterday marked exactly six months since my husband and I were able to return to the U.S. He has been having some issues with a BBVA Compass checking account that he opened in April. He had to go to the bank in person to open it, which seems to be a typical requirement for LPRs. No big deal. He took his passport, green card and social security card and opened his checking account with no problem. (To be very clear, this NOT our joint account. It is in his name only).

Since then, he has received multiple letters in the mail stating that his information needed to be verified-- the very information they had to verify in order for him to open his account to begin with! His social security number, etc. He has gone in person to the bank twice to verify this information, and each time they verified what they needed to verify, or so he was told.

Recently, we received a letter dated June 8 stating that his account would be closed 30 days from that date and that a check to him for the balance would be sent. The letter did not contain an explanation as to why. I was fed up at this point and called today to see what the hell was going on, and was told the same BS-- they need to verify his information. Someone from the bank called him later, and this time requested new information: His employer, even though he told them when he opened the account that he was unemployed and it was no problem, and information about his other accounts in the U.S. and in Colombia. They also mentioned maybe needing information about his wife, even though our joint account is with Chase and I don't have an account with BBVA compass. What the hell?!?!

Now he and I both think they might be suspicious of him, like maybe they think since he's Colombian he must be up to no good. I am pretty furious about this and I want to know if it is in their right to do this. We don't want anything to do with them anymore and we'll be happy to take our business elsewhere at this point, but I do not want to let them get away with this. Do I have grounds to file a complaint? Has anyone else faced this issue?

Thanks.

[Calicolom 266]

Easy, GO TO ANOTHER BANK

[Abby&Mario 100]

Easy, GO TO ANOTHER BANK

Sigh. You missed the part where I said we plan to do that anyway. I had forgotten that so often on VJ people love to answer questions that weren't asked.

I really could not have been more clear with this. I want to know if we have grounds to file a complaint, if what they are doing is legal.

[TBoneTX 45,498]

Sure, file a complaint. Write to the highest executive of BBVA/Compass that you can identify. It distinctly sounds as though they're discriminating against an LPR. At minimum, it's rat-lousy customer disservice.

Don't feel badly or think that you're being singled out; every time I walk into one of their branches, it's as though I'm interrupting a funeral. Any favor I ask them ("Can you break this $50 bill for me?" "Do you have a roll of Presidential dollar coins?") evokes a "we don't normally do this for non-account-holders, but I'll see if I can make an exception." As I leave -- always in royal disgust -- they offer me the opportunity to open an account.

If you're in Houston, you'll do far better at Frost Bank, Wells Fargo, or Bank of Texas (with the distinct exception of their branch at Williams Trace & 59 in Sugar Land).

[TBoneTX 45,498]

You might start with this state agency:

TEXAS DEPARTMENT OF BANKING 2601 N. LAMAR BLVD. AUSTIN, TEXAS 78705

(512) 475-1300 TOLL FREE: (877) 276-5554 www.dob.texas.gov

If they're not the right ones with whom to file a complaint, they'll almost certainly know where to refer you.

Let us know what happens, because your information might help others.

[Darnell 8,478]

were they asking for that stupid WEN-9 form? if yes, then they don't understand his legal status in the USA, and

I think, if you cleared up that one point with them, well, this stuff would go away.

FWIW, they do have a consumer complaint department. a LETTER sent in should get action within 2 weeks. Don't bother with a phone call.

As to legal action, yes, IMO you have a case, as the clerk that did the initial intake did nott properly identify his LPR status. Most Liability attorneys would jump at this.

Edited July 1, 2015 by Darnell

[Boiler 45,657]

Why would a Lawyer jump at this, any damages would be nominal.

[Darnell 8,478]

eh - Texas is one litigious place, Boiler.

[VOL 425]

You can file all the complaints your heart desires. You can file in small claims courts also.

In my opinion it would all be a waste of time and money.

[Abby&Mario 100]

Sure, file a complaint. Write to the highest executive of BBVA/Compass that you can identify. It distinctly sounds as though they're discriminating against an LPR. At minimum, it's rat-lousy customer disservice.

Don't feel badly or think that you're being singled out; every time I walk into one of their branches, it's as though I'm interrupting a funeral. Any favor I ask them ("Can you break this $50 bill for me?" "Do you have a roll of Presidential dollar coins?") evokes a "we don't normally do this for non-account-holders, but I'll see if I can make an exception." As I leave -- always in royal disgust -- they offer me the opportunity to open an account.

If you're in Houston, you'll do far better at Frost Bank, Wells Fargo, or Bank of Texas (with the distinct exception of their branch at Williams Trace & 59 in Sugar Land).

were they asking for that stupid WEN-9 form? if yes, then they don't understand his legal status in the USA, and

I think, if you cleared up that one point with them, well, this stuff would go away.

FWIW, they do have a consumer complaint department. a LETTER sent in should get action within 2 weeks. Don't bother with a phone call.

As to legal action, yes, IMO you have a case, as the clerk that did the initial intake did nott properly identify his LPR status. Most Liability attorneys would jump at this.

Why would a Lawyer jump at this, any damages would be nominal.

You can file all the complaints your heart desires. You can file in small claims courts also.

In my opinion it would all be a waste of time and money.

Sorry for the delay. Here's an update:

We don't have the time, money or desire to do anything as drastic as litigate. I had forgotten how sue-happy we Americans are until I moved back! Last week I made a bunch of phone calls and left some cranky voicemails for the two people we've been dealing with at BBVA Compass indicating that I was about to file a complaint with the OCC (Office of the Comptroller of the Currency), which has a pretty thorough online form you fill out to file a complaint. I also mentioned during these calls that I wasn't sure if what was going on was simply horrible customer service, or discrimination due to my husband's legal permanent resident status. (I figured that last part would get their attention more than anything else). I recorded all of my phone interactions. Last Friday, my husband got a phone call from someone saying they were looking into it and would get back to him shortly. We haven't heard anything yet, so I will file the complaint tonight. It remains unclear whether or not his account will be closed, or if they've put that off to investigate. Oh, and Darnell, no one has mentioned any WEN-9 form.

I know there's all sorts of stuff I could do-- Tweet at BBVA every hour on the hour, take it viral, write a million letters, publish the names of the two BBVA Compass employees with their work phone numbers and encourage all of Visa Journey to call them. But guys, I'm tired. The transition back has been rough on both of us what with the culture shock for him, reverse culture shock for me and only one of us being employed for now. So I think I will file the OCC complaint and if anything comes from that, great, but if not, that's it for us. I'd love to fight the good fight, but I just can't right now.

Anyway, thanks for all your advice, and if anything happens, I will post an update.

[TBoneTX 45,498]

This has been exhausting, certainly. Perhaps tweet that you're filing an OCC complaint, and let nature take its course there. Thanks for this update, and be sure to post further news.

[Transborderwife 4,666]

This has been exhausting, certainly. Perhaps tweet that you're filing an OCC complaint, and let nature take its course there. Thanks for this update, and be sure to post further news.

Agree with tweeting and including their company in the tweet. Never underestimate the power of social media.