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Mobile Banking:
To set up Bill Pay in your Mobile Banking App, tap on the “What would you like to do” microphone in the search bar and say or enter “Bill Pay.” Then follow these 3 steps:
Online Banking:
To set up Bill Pay in Online Banking, sign in to Online Banking, click “Bill Pay” in the main navigation and follow these 2 steps:
You can enter disputes through Online Banking after the transactions have posted to your account. You can also monitor the status of current disputes submitted via Online Banking or with a Telephone Banking representative as they progress through the resolution process.
To dispute domestic debit card transactions* and electronic transactions (ACH)** (for example, online transfers to other banks or merchants) you need to:
If you need to dispute a posted credit card transaction, please call 1-800-239-5175.
For all other posted transactions dispute types, please contact us at 1-844-228-2872.
Disclosures
*Up to 40 debit card transactions can be disputed at a time, if you need to dispute more than 40 transactions, they will need to create a separate dispute for the remaining items. If you are disputing multiple debit transactions, but for different reasons, they will need to create a separate dispute for each reason.
** Only 1 electronic transaction can be disputed at a time. If you need to dispute multiple electronic transactions, you will need to create a separate dispute for each. Bill Pay electronic transactions cannot be disputed through Online Banking. Popmoney electronic transactions cannot be disputed through Online Banking.
For Mobile Banking:
Watch this tutorial or follow these instructions.
For Online Banking:
Watch this tutorial video or follow these instructions.
For Mobile Banking:
Watch this tutorial or follow these instructions.
For Online Banking:
Watch this tutorial video or follow these instructions:
Watch this short tutorial video on how to transfer funds and make payments in Online and Mobile Banking.
Mobile Banking:
Online Banking:
Mobile Banking:
Watch this tutorial video or follow these instructions.
Online Banking:
Mobile Banking:
Watch this tutorial video or follow these instructions.
To disable your card via the Mobile App,
To report it lost or stolen via the Mobile App,
Note: Your new card will have a different number, so you will need to alert any merchants who process automatic payments against the lost/stolen card.
Online Banking:
To disable your card in Online Banking,
To report it lost or stolen via Online Banking,
Note: Your new card will have a different number, so you will need to alert any merchants who process automatic payments against the lost/stolen card.
You can also contact us immediately at 1-844-BBVA USA for debit cards and 1-800-239-5175 for credit cards if your card is lost or stolen.
To report fraud or identity theft: Visit our security center for instructions.
To activate your debit card, you can do any of the following:
Mobile Banking:
Online Banking:
Other options:
To activate your debit card, you can do any of the following.
It’s possible that you were looking at your “Posted Balance” instead of your “Available Balance”.
Available Balance is the amount of money you have available to spend. It DOES include pending transactions/holds.
Posted Balance is your account balance based on items that have been posted to your account as deposits or withdrawals. It does NOT include any pending transactions/holds. So it does not reflect all money you have available to spend.
A pending transaction is a temporary delay in taking out or making deposits available in your account.
How long is the delay? A transaction may post to your account at different times depending on the way you spend money.
Checks
Checks can take up to 5 days or longer to go from the merchant to the bank and then post to your account. In most cases, unlike with debit card transactions, the bank does not know you have spent the money until the transaction comes in to post to your account.
Debit Card WITH PIN at Point of Sale
Except in limited circumstances, if a PIN is used in a debit card transaction, the merchant will electronically check to see if you have enough money in your account to cover the transaction and it will post to your account. Note: Certain merchants such as gas stations or rental car agencies may treat PIN based transactions differently.
Debit Card WITHOUT PIN at Point of Sale
If no PIN is used, the transaction can take up to 4 days or longer to post to your account. The merchant will check electronically to see if there is enough money in your account to cover the transaction and will place a hold on your account. These holds reduce your available balance by the amount of the authorized transaction (the amount the business communicated to the bank that you spent with your debit card), until that transaction arrives to post to your account and the hold is removed. Note: If you use your card at a restaurant, the hold placed on your account may not include the amount of the tip.
Keeping track of all the activity on your account is crucial to managing your account. The best way to assure that you have sufficient funds to cover transactions is to keep an accurate and timely ledger on your account.
The reason may be because you didn’t use your PIN at the time of purchase.
You see, if you make a purchase with a debit card and don’t use the PIN, and there are enough funds in the client’s account at the point of sale to cover the transaction, the transaction will be authorized and allowed to proceed.
Since no PIN was used, the transaction will take 4 days or longer to actually post to your account. If during that time, you spend all your available balance through another means (check, ACH, etc.), then when that original debit card transaction is received and posted, it will overdraw the client’s account.
Since you opted-out for ATM and everyday debit card transactions, insufficient fund fees will not be charged for those debit card transactions. However, any checks or other transactions that either posted to your account and took your balance negative or were returned due to insufficient funds may be subject to insufficient funds fees.
To opt-out for checks and all other transactions:
You can pay your loan or mortgage with a BBVA account or an external source account you have added using any of these three methods:
Method 1: BBVA Mobile Banking App (see how in this short tutorial video)
Method 2: Online Banking
Method 3: Call the Loan Servicing Line at (800) 239-1996
Method 4: Visit a branch location.
Report Fraud or Identity Theft
1-844-228-2872
Visit security center for instructions
Hours of Operation (Central Time):
Monday – Friday, 7 a.m. – 10 p.m.
Saturday – 8 a.m. – 4 p.m.
We recommend doing this each time you call us for faster service.
Holidays Closed: New Year’s, 4th of July, Thanksgiving, and Christmas
Customer Service and New Accounts
(Alabama, Arizona, California, Colorado, Florida, New Mexico, and Texas)
1-844-BBVA USA
(1-844-228-2872)
Customer Service and New Accounts
(other states)
1-866-5-DIGITAL
(1-866-534-4482)
Online and Mobile Banking Customer Service
1-800-273-1057
Mortgage Origination Inquiries
1-888-8-LENDING
(1-888-853-6346)
Home Equity Loans and Home Equity Lines of Credit
1-844-443-2282
Loan Customer Service
1-800-239-1996
Automated Loan Payoff
1-800-239-1966
Credit Card Customer Service
1-800-239-5175
Investment Solutions Customer Service
1-800-239-1930
BBVA American Express Card Customer Service
1-844-622-2282
International (Mexico) Customer Service
001-866-342-2512
If you would like to assert there has been an error made with the servicing of your consumer mortgage loan, or if you would like to request information about the servicing of your consumer mortgage loan, and if you would like your assertion or request to be treated in accordance with the procedures provided in 12 C.F.R. Parts 1024.35 and 1024.36, then you must send written notice to us at BBVA USA, PO Box 10184, Birmingham, Alabama 35202. Otherwise, we will treat your assertion or request per our standard policies and procedures.
You have certain rights under Federal law related to resolving errors and requesting information about your mortgage account, and you may learn more about your rights by contacting BBVA USA, or by visiting http://www.consumerfinance.gov/mortgage/