Consumer complaint received 2018-07-10
Company: BMW Financial Services NA, LLC
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Back in XXXX I contacted BMW Financial about my closed and paid account not reporting to XXXX, also stated that I've spoken to the credit reporting agency XXXX and they stated the account was deleted in XX/XX/XXXX. In XXXX I sent in a goodwill letter and also sent in another paper that made the complaint about the account not showing on XXXX. The complaint in XXXX was verbal and the complaint in XXXX was through postal service. I have attached the copy of letter and credit reporting complaint attached. When I contacted BMW both in XXXX and XXXX I was told the situation would be fixed. 

Till date, the situation hasn't been fixed. BMW tried to fix the mistake in XXXX by reporting account, but you can't report an account that was deleted. This info has been given to me by XXXX  representative and also their executive offices. BMW FAILED TO REINSERT THE ACCOUNT. 

After my postal letter for Goodwill and my CR Complaint was received on XXXX nut uploaded in their system on XX/XX/XXXX I contacted BMW in regards to receiving it and asking them to reinsert the account they deleted. They claimed they received the documents and will work with the CR Team. 

After everything by Goodwill letter was denied and also by CR remained unchanged. When I spoke to a representative they stated they reported my account again on XX/XX/XXXX. 

See, someone trained in this CR Department would know if the account was deleted, even when reported, would not populate, therefore the account would have to be reinserted for the reporting to populate. I stated this many times and even had some representatives agree. 

I've spent over 15 hours on the phone with BMW to resolve the issue, which doesn't include the time on the phone with XXXX. 

After so many attempts, I had a convo with XXXX or XXXX a SUpervisor at BMW. Sweetest gentlemen I've spoken with this year probably. He actually listened and went a step further and had me call XXXX to hear it personally. 

After getting told the same info that the account would have to be reinserted and also they can call the XXXX Maintenance number and have the account updated in real time, he said he would let the CR Team at BMW know and the case should be resolved soon.

Ever since then the CR Team has said they called XXXX and have been waiting for a call back on an issue that has been an excuse over a week now. Yesterday on XX/XX/XXXX I get a call stating they can't do anything because they're not getting a callback from XXXX. 

How can a customer get the Exectuive Offices at XXXX from the customer service line and a whole creditor can't get someone on the phone? Sounds like I'm just getting the run around at this point. 

After the call, I immediately called back and spoke to another SUpervisor named XXXX, which I spoke to in the past. XXXX was the supervisor which made me send proof of all the of my credit reports just to substantiate that I guess " I wasn't making up a lie '' about account not showing on XXXX Report. 

I sent in the info on XX/XX/XXXX. Track forward to today I find out that BMW used that email and stated that the dispute started on that date but they have 30 days. Mind you this has been an ongoing issue that has been almost 60days in with no resolution in sight. This info was given to me by the supervisor XXXX. 

When I also spoke to XXXX yesterday he stated the reason they can't upload my file is that my file is suppressed and that was the information they got this morning. But the conversation I had with a REP said something completely different. 

She stated that she just got off the phone with the person handling my case in the CR Department and they're waiting for this PHONE CALL - STILL? 

Now, something is fishy? Everybody is running in circles and now making up lies. ANd I believe the lies just fall in not wanting to do the work for a 60 day plus dispute. 

When I spoke to XXXX on XX/XX/XXXX he stated pretty much, take a seat and in 30 days will get back to you. So really this dispute will be going on 90 days, with no resolution just the runaround. 

BMW fails to understand that the account now showing hurts my credit tremendously. The same issue which is preventing me from getting the best rate personal loan at my Credit Union which pulls XXXX for XXXX, which I've postponed 2 times now, waiting on BMW. I contacted my Doctor today and I will have to find a new XXXX   because they can't keep rescheduling me anymore.

Now I have to pay for my doctor visits and test, all out of pocket.

Something BMW financial is not helping with but causing the issue. I've sat her in pain and in patience and can no longer deal anymore. CFPB is my last and final option before seeking LEGAL ACTION.

How somebody can call begging for 15 hours total and nothing is being done is just disrespectful and cruel. 

I do thank XXXX and the other representative I spoke to the day after we first talked for probably being the most professional and caring individuals I've ever spoken with. 

I can't keep being in pain with XXXX  of XXXX at XXXX when the ideal is XXXX. Makes no sense, how I'm being treated.

Company response to consumer: Closed with explanation