Frequently Asked Questions

Online & Mobile Banking

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:

  1. 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.
  2. 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.
  3. 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:

  1. 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.
  2. Choose how much and when: You can pay now or set up AutoPay and reminders for specific dates.
How do I dispute a posted transaction?

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.

How do I stop or restart Paper Statements?

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."
How do I set up Account Alerts?

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.”
How do I deposit a check using Mobile Deposit®?

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.
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:

  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.

Debit Card

How do I change my Debit Card PIN?

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

  • Sign in to your BBVA Mobile Banking App and say or enter “Change PIN” in the search field. 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:
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.

How do I activate my Debit Card?

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.

Fees / Charges

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 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.

Learn more about how we process transactions.

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 the client’s account.

If I opted-out (for ATM and everyday Debit Card transactions) why am I receiving a fee?

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

Loans

How do I make a loan payment?

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

  1. Sign in to Online Banking
  2. Click the “Payments and Transfers” tab
  3. Choose the bank account you want to use to pay the loan and click “Next”
  4. Choose the loan you want to pay and click “Next”
  5. Choose how much and when you want to pay and click “Next”
  6. Review your loan payment details and click “Submit”

Method 3: Call the Loan Servicing Line at (800) 239-1996

Method 4: Visit a branch location.

Hours of Operation (Central Time):
Monday – Friday, 7 a.m. – 10 p.m.
Saturday – 8 a.m.  – 4 p.m.

Contact us by phone

To help us verify you faster when you speak with an agent, follow these steps before calling:
  1. Sign in to your BBVA Mobile Banking App
  2. Tap on the microphone and say "Customer Service"
  3. Verify your phone number and choose a Customer Service Area
  4. 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

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

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/