How do I set up Bill Pay in Mobile Banking and Online Banking?
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:
- Choose your funding checking account: You can choose which checking account/s you would like to pay your bills with. All bills do not have to be paid with the same account.
- Add a company or person you want to pay: You can pay your utilities, phone bill, insurance, credit card, individuals, and more. Also, you can easily store all of your bill information in one place. To ensure you enter the correct information, have your monthly bill available.
- Choose how much and when: You can pay now or set up AutoPay and reminders for specific dates.
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:
- Add a company or person you want to pay: You can pay your utilities, phone bill, insurance, credit card, individuals, and more. Also, you can easily store all of your bill information in one place.
- Choose how much and when: You can pay now or set up AutoPay and reminders for specific dates.
How do I dispute an online banking transaction?
To dispute electronic transactions that appear in your BBVA Online Banking account, first sign in and select the appropriate account.
Then follow these steps:
- Click on Disputes in the Related Activities window
- Select the type of dispute under Transaction Type
- Choose the transaction and provide details on your dispute
You will then receive confirmation and a ticket number for your dispute. Make sure to print or download your confirmation and keep for your reference. 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. You can also dispute an NSF charge, or other disputes that lack online resolution capabilities, by contacting us at 1-844-228-2872. If you need to dispute a credit card transaction, please call 1-800-239-5175.
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.
How do I stop or restart Paper Statements?
For Mobile Banking:
To stop or restart Paper Statements, you can either:
- Tap on the “what would you like to do” microphone in the search bar, then, say or enter “stop paper statements”.
or - Tap on the account from the Accounts Screen, tap on Account Details and then toggle the switch "ON" to receive Paper statements.
or - Tap on Display More Options and select Stop Paper Statements.
For Online Banking:
- Sign in to Online Banking.
- Place your mouse over "Service Center," then select "Online Banking Services."
- In the Account Preferences box, click on the "Turn On or Off Paper Statements" link.
- Find the column on the page titled "Paper Statements." Toggle the switch "OFF" for each account for which you wish to stop receiving paper statements. Toggle the switch "ON" to receive paper statements.
- Click the "Next" button.
- Select "Save Changes."
How do I set up Account Alerts?
For Mobile Banking:
- Sign in to the BBVA Mobile Banking app
- Tap the “What would you like to do” bar at the top of the screen and say “Alerts” or
Tap the “Main Menu” and select “Alerts” - Select the account you would like to activate alerts on
- Toggle on all the alerts you would like to activate
- Select your delivery options (push notifications or email)
- Tap submit
For Online Banking:
- In Online Banking, select the “Alerts” tab in the navigation bar, to access the Alerts home page. On the Alerts home page, you can view, add, edit, or delete your alerts for each account linked to your Online Banking profile.
- Select an account/s.
- Set the email address(es) at which you wish to receive alert notifications. You may have up to two email addresses on file to receive alert notifications. (Push Notification alerts can only be managed through Mobile Banking).
- You can turn "on" and set specifications for each alert you would like to have active on the account.
- Once all edits have been made click “Save.”
How do I deposit a check using Mobile Deposit®?
Watch this tutorial video or follow these instructions:
- Sign in to the BBVA Mobile Banking App.
- Tap “Move Money” from the main navigation bar at the bottom of the screen and select “Mobile Deposit”
- Review the Deposit Limits and Holds screen to determine your deposit limit and when your funds will become available. Then follow the instructions on how to submit a mobile deposit. You may also deposit multiple checks in a single deposit session, just as if you were at an ATM. Simply take a photo of the front and back of each check as instructed. Mobile Deposit® is subject to eligibility and further review. Mobile Deposit® is a registered trademark of Mitek Systems, Inc.
How do I transfer funds and make payments?
Watch this short tutorial video on how to transfer funds and make payments in Online and Mobile Banking.
Mobile Banking:
- Tap “Move Money” from the main navigation bar at the bottom of the screen and select “Make Payment/Transfer”
- Follow the app's instructions.
Online Banking:
- In Online Banking, select the “Payments and Transfers” tab in the navigation menu to access the Payments and Transfers home page.
- Follow the prompts.
How do I change my Debit Card PIN?
Mobile Banking:
- To change your PIN number, you can either: Tap the “What would you like to do” bar at the top of the screen and say “Change Credit Card/Debit Card PIN” or tap on a checking account first that the debit card is linked to or tap on a Credit Card, tap on Display More Options. and select Change PIN. You must have a verified mobile number entered to be able to receive a one-time security code via text message that you will use in the app to verify your identification and change the PIN.
Online Banking:
- Sign in to Online Banking, select the checking account linked to the debit card. In the lower right hand corner click “Change PIN” in the “Associated Cards” section.
- You have the option to contact us at 1-844-228-2872 and follow the prompts to change your PIN.
- Visit a branch location for further assistance.
How do I block my Consumer Debit or Credit Card or report it lost or stolen?
Mobile Banking:
To disable debit card/credit card via Mobile Banking:
Debit Card:
- Once logged into Mobile Banking, tap on the checking account first that the debit card is linked to. Tap Manage Debit Card and then toggle the card off to disable the debit card.
Credit Card:
- Tap on a Credit Card and tap Account Details. Toggle the card Off to disable the card.
- After click Yes, a confirmation will appear. You can reactivate the card later.
Mobile Banking:
To report it lost or stolen:
Debit Card:
- Once signed into Mobile Banking, tap on the checking account first that the debit card is linked to. Tap Manage Debit Card and tap on Display More Options. Then tap on Report Card Lost or Stolen.
Credit Card:
- 1. Once signed into the Mobile Banking, tap on the Credit Card and tap on Display More Options. Then tap on Report Card Lost or Stolen.
- Select if the card is Lost or Stolen and then review if the mailing address is correct, select the correct response. If you have a return mail, you must update the address before you can request a card. If the address is not correct, you will be taken to the update address flow. If you select that the address is correct, you will be prompted to select a Delivery Method, and then click Submit.
- A green confirmation will appear. The card will also now show as BLOCKED. This permanently blocks the card, and we'll send a new card to the client automatically.
Online Banking:
To disable debit card/credit card via Online Banking
- Once logged in to Online Banking, click on the Checking account that has the debit card linked to it or the Credit Card to disable.
- On the account details screen, you will see a module on the right titled Associated Cards. Toggle the button to Off to disable the card.
- A confirmation will appear, click Yes, disable. You can reactivate this card later.
To report it lost or stolen via Online Banking
- Once signed into Online Banking, from the Account Summary page, either click on the Checking account that is linked to the debit card OR click the Credit Card that needs to be reported lost/stolen.
- Click Report Lost/Stolen in the Associated Cards module on the right.
- You will be taken to the Card Management screen, scroll to the Report Card Lost or Stolen module and select if the card is lost or stolen and if the address is correct or needs to be updated. If the address is not correct, you will be taken to the update Home and Mailing address flow. If you have a returned mailing flag on your account, you will be required to update your address. If you select that the address is correct, you will be prompted to select a Delivery Method, and then click Submit.
- A green confirmation will appear. The card will also now show as BLOCKED. This permanently blocks the card, and we'll send a new card to the client automatically.
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,
- Select the Checking Account linked to your card.
- Click “Active” in the associated cards section, which changes the card’s status to “Disabled”. You can re-activate this card later.
To report it lost or stolen via Online Banking,
- Select the checking account linked to your card.
- Click “Report lost/stolen” in the associated cards section to report it stolen. This permanently blocks the card, and we’ll send a new card to you automatically.
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.
How do I activate my Debit Card?
To activate your debit card, you can do any of the following:
Mobile Banking:
- Sign in to your Award-Winning Mobile Banking App.
- Say or enter “Activate Card” in the search field.
- Tap on the card to activate and follow the prompts.
Online Banking:
- Sign in to Online Banking.
- Select the checking account linked to the debit card.
- Click “Activate” in the “Associated Cards” section and follow the prompts.
Other options:
To activate your debit card, you can do any of the following.
- Contact us at 1-844-228-2872 and follow the prompts.
- Visit any BBVA USA ATM with your card and PIN.
- Visit a branch location for assistance.
Why did I receive an insufficient funds fee when my account shows I have enough money?
It’s possible that you were looking at your “Posted Balance” instead of your “Available Balance”.
Available Balance Before Transaction – Available Balance Before Transaction is the amount that was available to spend in the account before the current transaction posted, including any pending transactions or holds placed on the account. If N/A is listed in this field, this means the transaction is still pending. The values in this field are not available until a transaction posts.
Available Balance After Transaction - Available Balance After Transaction is the amount that was available to spend in the account after the current transaction posted, including any pending transactions or holds placed on the account. Overdraft fees are assessed based on the Available Balance after the transaction posts to the account.
Posted Balance at Time of Transaction – The account balance after transactions have posted as Deposits or Withdrawals. This does not include any pending transactions or holds on the account.
Pending Transactions/Holds – Pending transactions are transactions that have been authorized and deducted from the available balance but, have not been received and posted to the account. Pending transaction amounts submitted by a merchant may be more or less than the amount that will post to the account. A hold on a deposit/check is when the funds are not immediately available and can be placed on deposits/checks for a variety of reasons.
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.
Why did I get a insufficient funds fee if I had enough money in my account when I swiped my Debit Card to pay for the transaction?
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 your account.
If I opted-out (for Courtesy Overdraft Protection) why am I receiving a fee?
Since you opted-out for for Courtesy Overdraft Protection for 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:
- Sign in to Online Banking
- Click on “Service Center”
- In the Service Center, click on “Account Preferences”
- Scroll down to Online Banking Services
- Click on “Change courtesy overdraft options”
- Follow the prompts
How do I dispute a charge on my BBVA credit card?
If you need to dispute a transaction on your BBVA Rewards Card or BBVA ClearPoints Credit Card, please call 1-800-239-5175. For all other transactions dispute types, please contact us at 1-844-228-2872.
How do I dispute an NSF charge?
To dispute an NSF charge involving your BBVA checking account, please contact Customer Service at 1-844-228-2872. Also consider adding overdraft protection to your account to protect yourself against future overdraft fees.
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 – 9 a.m. – 1 p.m.
To help us verify you faster when you speak with an agent, follow these steps before calling:
- Sign in to your BBVA Mobile Banking App
- Tap on the microphone and say "Customer Service"
- Verify your phone number and choose a Customer Service Area
- Press "Call Now"
We recommend doing this each time you call us for faster service.
Holidays Closed: New Year’s, 4th of July, Thanksgiving, and Christmas
(Alabama, Arizona, California, Colorado, Florida, New Mexico, and Texas)
1-844-BBVA USA
(1-844-228-2872)
Details you need to make a smart decision
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/