topic Re: BBVA Fraud Alerts in Credit Cards

BBVA Fraud Alerts

Aim_High — Wed, 29 Jan 2020 02:58:44 GMT

I have no BBVA cards but I have a coworker who apparently uses one of their cards as a daily driver. (He didn't specify which one and after two questions, I didn't want to pry further.) Anyway, apparently while traveling around the country on business recently and changing locations, they locked out his card for fraud. One excuse they gave was he tried to use it in a neighborhood where fraud was prevalent. He described spending a couple of hours on the phone with them trying to sort this out and was very displeased with their fraud department. He had even previously annotated his account as a frequent business traveler to prevent this sort of thing.

For anyone who has BBVA and travels, have you had similar problems? I've considered getting a card from them in the future but this is a major negative.

Re: BBVA Fraud Alerts

FinStar — Wed, 29 Jan 2020 03:59:37 GMT

Personally, I've never had any issues with using BBVA while traveling here in the US or abroad (AmEx and Visa CCs).

I've typically contacted them ahead of time as a best practice and have yet to run into an issue (knock on wood).

ETA - I've not had any c/s issues when I had to reach out, but experiences have varied for some.

Re: BBVA Fraud Alerts

ChargedUp — Wed, 29 Jan 2020 03:35:19 GMT

Actually my BBVA card has been solid. Put a $4500 purchase through it when I was 500+ miles from home and they didn't even blink.

Re: BBVA Fraud Alerts

Anonymous — Wed, 29 Jan 2020 03:46:54 GMT

BBVA is great until you actually need customer service. Thats usually when things fall apart.

Re: BBVA Fraud Alerts

M_Smart007 — Wed, 29 Jan 2020 04:05:28 GMT

Mine has been fine (Clearpoints) made some $1500+ purchases online, No problemo.

Never had to deal with CSR's so can't speak on that level.

Re: BBVA Fraud Alerts

UncleB — Wed, 29 Jan 2020 05:33:08 GMT

I don't use my ClearPoints very much these days, but last spring/summer I was using it in a neighboring state for $1k+ each month and it worked as advertised with no drama. ¯\_(ツ)_/¯

Re: BBVA Fraud Alerts

Aim_High — Wed, 29 Jan 2020 16:53:17 GMT

Thanks for all the feedback so far.

Sounds like this was an exceptional situation for the most part.

Comments about possible C/S issues sound a little concerning.

@FinStar & @Saeren : What C/S issues do you know of with BBVA?

@FinStar @ChargedUp @Saeren @M_Smart007 @UncleB

Re: BBVA Fraud Alerts

Anonymous — Wed, 29 Jan 2020 18:28:57 GMT

In my experience the BBVA CSRs are disinterested and uninformed. My first experience was when I called to ask when my credit card would start reporting. I was advised that my card wasn't scheduled to start reporting until my third statement was issued - it showed up about two weeks after my second statement was issued. Fortunately I didn't believe the CSR so I had already paid my large balance back down. I also asked the rep about CLIs on this call and she told me that you can ask any time (not true, 6 months minimum) and that it's a SP (also not true).

Second experience I was calling to ask for a CLI. I asked the rep when I put in the request if 6 months was long enough to wait. He said it was no problem. I had to repeat my income three times because he put down 183,000 and couldn't seem to get it in his head that I was saying 18,300. Imagine if he had actually submitted without repeating the income back to me! And of course I got a HP notification a few days later and a letter in the mail that said the account wasn't old enough and I was pissed.

Third experience I sent a SM to ask where my missing Simple Cash Back was. It took almost a week for them to respond and the response was that Simple Cash Back is deposited to the account when it's earned. Well obviously that didn't happen or I wouldn't be asking. That was a month ago and to this day, it's still not been credited to my account and I'm not going to bother to call to find out. It's $2.30 and I've written it off and the Simple Cash Back feature altogether.

The two phone calls each had 5-10 minute hold times. I also tried calling the UW number on the letter they sent me about it being too new to try to get a recon and hung up after being on hold about 20 minutes.

I have their checking account as well and umm, they don't even have a full fee list available online. I had to wait to get updated terms and conditions when they changed something in December to be able to see that they charge $3 to send an outbound ACH. I saved all of the documentation when I signed up by requesting an email be sent to me and this isn't in any of it. Good thing I didn't send an ACH and find out that way?

Their website also leaves a lot to be desired. If you want to avoid some headaches, use the app.

Re: BBVA Fraud Alerts

ChargedUp — Thu, 30 Jan 2020 04:43:19 GMT

The only time I called was to inquire about upgrading from Platinum to Signature (I found out on the forums that they won't do for Clearpoints.)

The CSR was clueless as to what a Visa Signature was and told me I had to contact Visa themselves at first, then put me on hold and then told me it would be automatic if I spent a lot on the card while traveling and paid in full... The MyFICO crowd likely knows more about BBVA credit products than the CSR's do.

The website appears like it was designed on a Commodore CBM. It basically functions, but is far from intuitive and doesn't provide much more than the basics. CLI's are a phone call only proposition and count on BBVA lifting their leg on your EX for every request. The app is better, but I'd still say Discover, Chase and Amex do it better.

On the plus, the card works as advertised and the categories are useful and tend to cover all the charges that they should. I personally haven't had any declined purchases with the card, but I haven't used it any further than neighboring states. Once you finally get an external account registered, making payments isn't much of a headache, although the site always shows a payment due even after you've made the payment. I've gotten used to this, but it's a pet peeve that screws with my OCD when checking on account statuses.

Their checking accounts seem quite fee ridden, not that I'm in the market for such a thing... but if I was, this isn't where I'd be looking.

Re: BBVA Fraud Alerts

JNA1 — Thu, 30 Jan 2020 04:49:16 GMT

I have contacted CS about 4 times, twice on the phone and 2 through messages with my ClearPoints, with what I’ll say is satisfactory results. The phone calls have been a little clunky and maybe a little more time consuming, but I got my concerns addressed. The message system is about on par as Disco, PPMC, and my other Sync card. None of my cards have messaging as good as AMEX, but PNC so far has been quicker than all the others.

I had a login issue with online banking in the beginning and I called about how long it would be before I could apply for another BBVA card and when I could ask for CLIs and whether it was a HP. I didn’t get the same bubbly, friendly conversation on the phone with BBVA as I have Disco and NFCU, but it was adequate and I don’t have any complaints so far.

Re: BBVA Fraud Alerts

Gmood1 — Thu, 30 Jan 2020 09:07:37 GMT

Not sure if your coworker has it.
My BBVA CCs are linked to my phone's location.
Everytime I use them. Their system checks the location of my phone.
This is a great way to protect against fraud.
I think my BB&T and BofA CCs do the same if not mistaken.

Re: BBVA Fraud Alerts

Aim_High — Thu, 30 Jan 2020 16:48:38 GMT

@Gmood1 wrote:
Not sure if your coworker has it.
My BBVA CCs are linked to my phone's location.
Everytime I use them. Their system checks the location of my phone.
This is a great way to protect against fraud.
I think my BB&T and BofA CCs do the same if not mistaken.

Thanks, yes I've got that turned on with some other cards.

Maybe I will suggest he check those settings.

Surprised BBVA is that high-tech based on other comments!

Re: BBVA Fraud Alerts

Aim_High — Thu, 30 Jan 2020 16:57:41 GMT

@ChargedUp wrote:

* The CSR was clueless as to what a Visa Signature was and told me I had to contact Visa themselves at first

Seriously? Wow. Yes, My Fico'ers know more about credit than that!

* ... count on BBVA lifting their leg on your EX for every (CLI) request

LMAO Too Funny!

* ... the site always shows a payment due even after you've made the payment

How annoying! That would bug me too.

* ... Their checking accounts seem quite fee ridden

Hmmm ... they sound like they have a LOT of quirks and issues compared to many other major popular banks.

Re: BBVA Fraud Alerts

JNA1 — Fri, 31 Jan 2020 02:40:00 GMT

Maybe BBVA are MFers! This popped up today

Re: BBVA Fraud Alerts

JNA1 — Fri, 31 Jan 2020 02:47:07 GMT

Also, for whatever reason, my app nor the online site shows a payment due if I pay after the statement cuts. The online site is a little clunky, but I do really like the app. The reward dollars post as soon as the transaction posts. This card, along with my PNC card and DW's Cap 1 card are the best ones we have about posting the rewards very quickly