BBVA Compass in Castle Rock, CO

The original Compass Bank was excellent. However, since the South American banking conglomerate, BBVA took over, things have taken a turn for the worst (customer-service wise). The final straw was yesterday and I am now planning to take my business to another bank who recognizes the value of a long term relationship. Wish it were a different story; I really miss the old Compass culture.

Great bank great people

Outstanding investment advice from a guy here. Really spent a lot if time getting to know my wife and I before recommending anything, too.

At the beginning it seems great, our rep. was friendly and helpful - but we were told to opt into some options that would be better for use, but the overdraft protection isn't protection, you pay for it, and if it has to transfer from saving to checking, you get charged $12, all overdraft fees are $38 per overdraft transaction - and when you call customer service, you better expect to be on hold for 30 minutes to an hour, and then by the time you speak with someone everything is a courtesy one time. I am switching banks immediately. Only good thing is they record all the calls, so when I needed to be escalate they will go back and ensure their staff did or did not say they could give you the refund from overdraft- again waiting 30 minutes to even talk to a rep. and then you have to wait 2-3 business days to find out the result of the recorded phone call, I would have just kept my bank in another State if I knew all these issues would have happened.

We started banking with BBVA Compass about 1 year ago and have had a great experience so far! The staff is very friendly and I appreciate the small town feel I have when working with them. We live in Castle Rock so the occasional drive to the Castle Pines branch is not super convenient, about the same as heading to the other side of town I suppose. This bank has the BEST online and mobile apps with alerts and mobile deposit (you take photo of check). You can also transfer funds easily between accounts from either your mobile app or your computer. The in-house notary was very convenient when I needed that service (thank you!). So far, so good. I certainly hope we continue to have this level of support and frustration free banking.