We’re Here for You: Rapid-Response Customer Support

During this potentially challenging time, you can be assured that BBVA is committed to keeping your business moving without interruption. 

As new details emerge and fast attention is required, our goal at BBVA is to provide you with a single immediate touch point and ‘one stop resolution’ for any situation, typically during a single call. In situations where client program administrators require more complex assistance, the support team will respond within two hours. This puts BBVA in the top 5 percentile of companies in service resolution time2.  Whatever arises, we are ready at a moment’s notice with solutions.

Resources and support you need, when and where you need them

In addition, you can also continue to count on our latest generation capabilities for intuitive, fast, and safe payments processes. Our innovative solutions are bolstered by personalized service for an ongoing frictionless experience, and for our commercial card clients, this includes on-demand support for program administrators, cardholders, and other payables professionals. 

  • Our Commercial Card Support Team is dedicated solely to providing support for day-to-day operations, primarily assisting program administrators with optimizing their companies’ card and payables programs. We’re ready to help with inquiries across program maintenance, user setup, statement reconciliation, expense reporting, transaction research, and more. Each support team member can provide assistance with issues such as Spend Net Navigator functionality, international travel notifications, initiating disputed charges, and escalating issues to platform partners and vendors when needed (including Mastercard and TSYS).

    The team, located in Decatur, Alabama, is available from 8:00 a.m. to 8:00 p.m. ET, Monday through Friday, at 1.877.689.7554 and commercialcardservices.us@bbva.com.

    I take pride in knowing that our small group here is on a first-name basis with most of our clients. We build that relationship through the phone alone, and when you have that personal relationship with a client/customer it makes you want to provide them with the most excellent customer service that you can.” (Christina Hyde, Commercial Card Support Team)
  • Cardholder Servicing remains available around the clock from anywhere across the globe. Associates are ready to assist you with individual cardholder services, including account inquiries, fraud reporting, card activation, disputes, and general customer service.
  • Your Account Manager is your ongoing relationship point of contact, in order to ensure your goals are being met now and consistently in the future.  Please do not hesitate to reach out if you have any questions or if we can assist you in any situation during this time.

BBVA and BBVA Compass are trade names of BBVA USA, a member of the BBVA group. BBVA USA Member FDIC. All accounts and credit are subject to approval, including credit approval. All trademarks, service marks and trade names referenced in this material are the property of their respective owners.

 2. JitBit, https://www.jitbit.com/news/2266-average-customer-support-metrics-from-1000-companies/