Consumer complaint received 2019-03-28
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX I had my credit union process a payment through bill pay for my Compass Bank Credit Card in the amount of {$48.00}. The last time I had made a payment or owed anything to Compass Bank was in XXXX of XXXX and all I owed on the card was the {$48.00}. On or around XX/XX/XXXX, I received my statement that indicated my payment was late. I immediately contacted Compass and my credit union to research why my payment was showing late when I obviously paid it and the {$48.00} had been taken out of my account. The 1st contact I had with Compass customer service revealed that the payment address had changed since the last time I made a payment almost a year ago. However, Compass still had access to that PO Box . It was also brought to my attention that the credit card # was incorrect on the check that was sent through bill pay. The check had not been endorsed and was not sent back to the credit union. Over the course of almost two months I have talked to numerous agents trying to locate the payment. I was finally advised to send over a good faith letter from my credit union so that it could be researched and applied to my account. I faxed over the 1st letter and when I called back they could not located it. I have confirmation that it went through on XX/XX/XXXX. I sent a 2nd fax while on the phone with the customer service floor manager ( XXXX at extension XXXX ) and he received it. I had left 2 different messages after this to check the status with the customer service floor manager ( XXXX ) and he did not return my call. While waiting for this process to become complete, I was charged a late fee in the amount of {$10.00}, a late fee of {$15.00} and interest in the amount of {$2.00}. My credit limit was also decreased from {$18000.00} to {$500.00}. This decrease affected my credit score as well. I was advised during this process that once they approved the letter, everything would be credited back and my credit limit would be restored. No one ever tried to make contact back with me by phone to advise me on the status of this issue. I did however received mail correspondence in regard to my payment being late. However, I was under the impression that once they located the payment everything would be alright. On XX/XX/XXXX I contacted XXXX again and was advised at this time that my " Good faith letter '' was denied and that my payment was due. I told him that I would put a stop payment on the {$48.00} I had sent back in XXXX and make the payment again. I asked him if it would be possible to waive the late fees since I had been trying to get the matter resolved. He was very stern in his speaking when he told me " NO '' and that is the final decision. All I owed them was {$48.00}. I have heard of other people 's late fees being waived when they just over look making the payment. My payment was either lost in the mail or mishandled at Compass Bank and their representatives denied waiving the late fees for a long time customer.

Company response to consumer: Closed with monetary relief