Consumer complaint received 2020-12-30
Company: BBVA FINANCIAL CORPORATION
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I initiated travel to XXXX back on XX/XX/2020. That very same day XXXX shut down its borders and airport, this lasted till XXXX XXXX. I tried to make an online payment to my BBVA credit card but their online service/site denied me access to my account for whatever reason. I called the number provided by their credit card and waited on line for 40 minutes and got no one to take my call due to excessive calls to the Covid-19 pandemic. This had a cost of {$190.00} due to a {$4.00} per minute charge. I immediately send the an email explaining the issue of lock out of my online account, explaining the situation and giving them a phone number for them to call me or email me with the necessary code to be allowed to log in to my account. I wrote to the the very same day I was not allowed to log to monitor and make payments to my account. This was sent XX/XX/2020. I received a confirmation email but giving me no solution to my problem. I could do anything with regard payments and didn't make payments for about 3 months and they reported me to the credit agencies damaging my credit. I immediately reach USA, tried to settle and explained the situation to them that because of their own doing and logistic this situation arose. They didn't take any responsibility for their wrong doing and answer my claim with a denial to remove the adversed report. I have asked them several times to have them removed this adversed report and all I get is denial of positive action to resolve this issue caused by them. Copy of my email follows : Dr. XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXXXX/XX/XXXX to XXXX XXXX, Currently I am in XXXX and your site wont allow me to log in into my personal credit card account to schedule a payment. I will be here for 3 more months. I live in XXXX Ga XXXX but I travel very frequent to XXXX. XXXX XXXX, XXXX and I need to be able to log in to monitor my account and make payments. Even thought I have a recurrent monthly payment scheduled in my account.., I would like to monitor and make additional payments as pleasure. This is my email and I guess this will be the only way to contact me and /or you. I called today and given the message of due to busy times call back on a later day. I simply wont pay {$4.00} a minute to be cut off after some minutes waiting. If I need a code or any way to communicate with me please do it using my email address and /or my XX/XX/XXXX phone number ( XXXX ), please note that it is an 11 digit number and not a mistake. Please advise as to if I cant log in I wont be able to keep track of my account and make the proper amount of payments. Thanks and please advise. 
Their response : Thank you for contacting BBVAs Web Accessibility Support team. Re : [ External ] Unable to log in to my account from XXXX. 
BBVA WEB ACCESSIBILITY ( XXXX ) XXXX Wed, XXXX XXXX, XXXX XX/XX/XXXX to me We Have Received Your Feedback. 

Thank you for contacting BBVAs Web Accessibility Support team. 

The Web Accessibility Support inbox is used to report issues impacting your ability to access content on our websites and mobile applications. BBVA is continually working to make its web content and online services accessible to individuals with XXXX and who rely on assistive technology, such as screen readers. 

If your feedback is about a web accessibility issue, one of our team members will be in touch with you soon to offer assistance and collect additional information. 

If your feedback is not about a web accessibility issue or you have questions regarding your account, please call Customer Service at XXXX. 



-- BBVA Web Accessibility Support Team.

Company response to consumer: Closed with explanation