BBVA USA
Ranked #75 of 75 by complaint volume · 501 complaints · 100% timely response
How BBVA USA Compares
For BBVA USA, "Loan servicing, payments, escrow account" accounts for 29.3% of CFPB mortgage complaints in this profile; volume fell 46% from 2020 to 2021, ranking it #75 of 75 mortgage servicers tracked here by CFPB complaint volume and in this tracked set's lower third; this profile has no linked CFPB enforcement action. Company context: Acquired by PNC Jun 2021. This profile retains the historical CFPB mortgage complaint record tracked for this servicer.
Compare the nearest profiles by complaint volume: Banco Popular de Puerto Rico.
What Borrowers Complain About
BBVA USA borrowers' most common complaint category is "Loan servicing, payments, escrow account" at 29.3% of all complaints, followed by "Trouble during payment process" at 22.6%. The three most cited specific problems are: "account status incorrect" (0.8%), "account information incorrect" (0.4%), "investigation took more than 30 days" (0.4%).
The third most common category is "Loan modification,collection,foreclosure" at 10.2%, representing 51 complaints.
Other frequently cited problems include "information is missing that should be on the report" (0.2%) and "credit inquiries on your report that you don't recognize" (0.2%).
Complaint volume varied (2018: 59, 2019: 44, 2020: 48, 2021: 26).
Most complaints involve conventional mortgages (24%), followed by Other mortgage (20.4%).
BBVA USA's consumer dispute rate of 14.4% is well above the 8.3% industry average — more borrowers disagree with how their complaints were resolved.
Complaints are geographically concentrated: Texas (171), California (83), and Alabama (61) account for 63% of all complaints.
Complaint Volume Over Time
Annual Consumer Financial Protection Bureau complaint volume for BBVA USA from 2012 to present.
Annual Complaints — BBVA USA
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Recent Monthly Trend
Monthly complaint volume over the last 24 months.
Monthly Complaints — BBVA USA
Source: Consumer Financial Protection Bureau Consumer Complaint Database
Top Complaint Issues
| Issue | Count | Share |
|---|---|---|
| Loan servicing, payments, escrow account | 147 | 29.3% |
| Trouble during payment process | 113 | 22.6% |
| Loan modification,collection,foreclosure | 51 | 10.2% |
| Application, originator, mortgage broker | 51 | 10.2% |
| Applying for a mortgage or refinancing an existing mortgage | 44 | 8.8% |
| Closing on a mortgage | 35 | 7% |
| Settlement process and costs | 19 | 3.8% |
| Struggling to pay mortgage | 14 | 2.8% |
| Credit decision / Underwriting | 13 | 2.6% |
| Incorrect information on your report | 8 | 1.6% |
How BBVA USA Responds
BBVA USA closes 69.1% of complaints with an explanation — meaning they responded but did not necessarily fix the borrower's issue. The share of complaints closed with monetary relief was 19.2% to the borrower, which is notably above average. 10.2% received non-monetary relief such as account corrections or fee waivers. Borrowers disputed 14.4% of BBVA USA's responses — above the 8.3% industry average, indicating more borrowers felt their complaints were inadequately addressed.
| Response Type | Count | Share |
|---|---|---|
| Closed with explanation | 346 | 69.1% |
| Closed with monetary relief Monetary relief | 96 | 19.2% |
| Closed with non-monetary relief Non-monetary relief | 51 | 10.2% |
| Closed without relief | 8 | 1.6% |
Top States by Complaint Volume
View all 24 locations
| State | Complaints |
|---|---|
| TX | 171 |
| CA | 83 |
| AL | 61 |
| FL | 57 |
| AZ | 47 |
| CO | 29 |
| NM | 12 |
| WA | 4 |
| VA | 4 |
| NC | 3 |
| GA | 3 |
| MO | 2 |
| TN | 2 |
| MD | 2 |
| PA | 2 |
| IL | 1 |
| NY | 1 |
| MA | 1 |
| DC | 1 |
| OH | 1 |
| LA | 1 |
| OK | 1 |
| NH | 1 |
| AR | 1 |
BBVA USA's complaints concentrate in Texas (171), California (83), and Alabama (61). These three states account for 63% of all complaints. If you're dealing with BBVA USA, check your state's foreclosure laws — protections vary significantly. Law pages for its top complaint states: Texas, California and Alabama.
Enforcement Record
We don't list a CFPB enforcement action against BBVA USA. Our list is curated, so that isn't a finding that none exists; the CFPB's enforcement page is the full record. The database includes 501 complaints since 2012, one of the smaller complaint footprints among the top 75 servicers.
You can file a CFPB complaint about BBVA USA, which responded to 100% of complaints within the required timeframe.
Legal History
We list no enforcement actions, Department of Justice settlements, state attorney general actions or class actions for BBVA USA. That describes the cases we track, not a finding that none exist. Court dockets and your state attorney general's office are the places to check.
Search BBVA USA Complaints
Browse the 500 most recent complaints filed against BBVA USA. Filter by issue type, state, date range, or keyword. Try filtering by "Trouble during payment process" — it represents 29.3% of all complaints. Most complaints originate from Texas.
Know Your Rights with BBVA USA
File a CFPB Complaint
If BBVA USA is mishandling your mortgage, file a complaint with the CFPB. BBVA USA currently responds to 100% of complaints on time, ranking #7 of 75 servicers.
Send a Qualified Written Request
A qualified written request asks about servicing your mortgage account. The federal servicing guide explains which requests are covered, where they go, and the response requirements and exceptions.
Get Free Housing Counseling
A HUD-approved housing counselor can review BBVA USA's actions on your account, help you negotiate, and guide loss mitigation options — at no cost. If you're in Texas (their highest complaint state), find local help.
Find Legal Aid
If BBVA USA is violating federal servicing rules, a legal aid attorney may represent you for free. A complaint record describes reported problems, rather than a finding about your account.
Letters about your mortgage account
A qualified written request asks about servicing your loan. A notice of error identifies a servicing error. Federal rules have different requirements and exceptions for these letters; the guide to your rights explains them.
Disclaimer: Complaint counts reflect consumer-reported issues submitted to the CFPB and do not indicate wrongdoing. This data is provided for informational purposes only and should not be construed as legal or financial advice. Complaint volume correlates with servicer size — larger servicers with more customers naturally receive more complaints.
Questions about BBVA USA
How many complaints does BBVA USA have?
BBVA USA has 501 mortgage-related complaints in the CFPB database since 2012, ranking #75 out of the top 75 mortgage servicers by complaint volume. Their timely response rate is 100%, which is above the 98.8% average across the 75 largest servicers. Their 14.4% consumer dispute rate is above the 8.3% industry average, suggesting more borrowers disagree with BBVA USA's complaint responses.
What is the most common complaint about BBVA USA?
The most common complaint category is "Loan servicing, payments, escrow account" at 29.3% of all complaints — payment processing problems — misapplied payments, escrow calculation errors, and billing disputes. Borrowers report payments credited late or to the wrong account, escrow shortages they weren't notified about, and unexplained fee charges. The most frequently cited specific problem is "account status incorrect" (0.8% of complaints). The second most common category is "Trouble during payment process" at 22.6%.
Has BBVA USA faced any CFPB enforcement actions?
We don't list a CFPB enforcement action against BBVA USA. Our list is curated, so that isn't a finding that none exists; the CFPB enforcement page is the full record. The database includes 501 complaints, ranking #75 by volume among the 75 largest servicers. You can file one at consumerfinance.gov/complaint; the CFPB sends it to the company, where the company can respond through the CFPB process.
How do I file a complaint against BBVA USA?
File at consumerfinance.gov/complaint. Select "Mortgage" as the product type and name BBVA USA as the company. Select "Conventional home mortgage" as the sub-product — 24% of complaints against BBVA USA fall in this category. Describe your issue in detail — include dates, account numbers, and any written correspondence. The CFPB forwards your complaint to BBVA USA, where the company can respond through the CFPB process. You can also send a Qualified Written Request (QWR) under RESPA § 6 directly to the servicer, which has requirements and exceptions explained in the linked guide.
What does the timely response rate mean for BBVA USA?
The 100% timely response rate means BBVA USA responded to that share of complaints within the CFPB's applicable response window, ranking #7 of 75 servicers. The industry average is 98.8%. The share of complaints closed with monetary relief was 19.2% and 10.2% in non-monetary relief (such as account corrections or fee waivers). "Closed with explanation" — the most common outcome at 69.1% — means the servicer responded but did not necessarily resolve the borrower's issue.