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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:

1. Sign in to Online Banking.
2. Select the deposit account associated with the unauthorized transaction.
3. Click on “Disputes” in the Related Transactions module on the right side of the screen.
4. Select the type of dispute under “Transaction Type.”
5. Select the transaction that will be disputed.
6. Provide details on your specific dispute.
7. Receive confirmation and a ticket number for your dispute. Make sure to print or download your confirmation to keep for your reference.

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.

1. Sign in to the BBVA  Mobile Banking App
2. Tap on the “what would you like to do” microphone in the search bar, then, say or enter “stop paper statements”
3. Select the account/s you would like to stop paper statements on or unselect the accounts you would like to restart paper statements on
4. Tap submit

For Online Banking:
Watch this tutorial video or follow these instructions.

1. Sign in to Online Banking.
2. Place your mouse over "Service Center," then select "Online Banking Services."
3. In the Online Banking Services box, click on the "Turn On or Off Paper Statements" link.
4. 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.
5. Click the "Next" button.
6. Select "Save Changes."

For Mobile Banking:
Watch this tutorial or follow these instructions.

1. Sign in to the BBVA Mobile Banking app
2. Tap on the, “What would you like to do” microphone in the search bar, and say or enter, “Set up alerts”
3. Select the account you would like to activate alerts on
4. Toggle on all the alerts you would like to activate
5. Select your delivery options (push notifications or email)
6. Tap submit

For Online Banking:

1. 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.
2. Select an account/s.
3. 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).
4. You can turn "on" and set specifications for each alert you would like to have active on the account.
5. Once all edits have been made click “Save.”

Watch this tutorial video or follow these instructions:

1. Sign in to the BBVA Mobile Banking App.
2. Tap on the “what would you like to do” microphone in the search bar and say or enter “Deposit Checks."
3. 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.

Watch this short tutorial video on how to transfer funds and make payments in Online and Mobile Banking.

Mobile Banking:

1. Tap on the, “What would you like to do” microphone in the search bar, then say or enter "transfer money.”
2. Follow the app's instructions.

Online Banking:

1. In Online Banking, select the “Payments and Transfers” tab in the navigation menu to access the Payments and Transfers home page.
2. Follow the prompts.

Mobile Banking:
Watch this tutorial video or follow these instructions.

To disable your card via the Mobile App,

1. Select the card you want to block.
2. Tap the button next to “Active”, which changes the card’s status to “Disabled”. You can re-activate this card later.

To report it lost or stolen via the Mobile App,

1. Tap on the debit card you would like to report lost or stolen.   
2. Select the option “Report Card Lost/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.

Online Banking:

To disable your card in Online Banking,

1. Select the Checking Account linked to your card.
2. 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,

1. Select the checking account linked to your card.  
2. 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.

To activate your debit card, you can do any of the following:

Mobile Banking:

1. Sign in to your Award-Winning Mobile Banking App.
2. Say or enter  “Activate Card” in the search field.
3. Tap on the card to activate and follow the prompts.

Online Banking:

1. Sign in to Online Banking.
2. Select the checking account linked to the debit card.
3. 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.

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:

1. Sign in to Online Banking
2. Click on “Service Center”
3. In the Service Center, click on “Account Preferences”
4. Scroll down to Online Banking Services
5. Click on “Change courtesy overdraft options”
6. Follow the prompts