Consumer complaint received 2019-04-17
Company: BBVA FINANCIAL CORPORATION
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I am very disappointed in BBVA Compass. I will never use them again. My car was stolen on XX/XX/XXXX and BBVA Compass didnt close my account out until XX/XX/XXXX. This whole process has been a pain! To start with my insurance company XXXX XXXX, to my lean holder BBVA Compass,  and to the people I signed my title over too, XXXX. A check from my insurance company was sent in XXXX, BBVA lost the check and I HAD TO REQUEST ANOTHER ONE FROM MY INSURANCE COMPANY 2 WEEKS LATER!!! BBVA kept hashing me and calling me at all hours about my car note being past due, keep in mind its stolen, but they cant have a sense of urgency to have my loan paid off. I have called then numerous times and at some point every day! The BBVA TOTAL LOSS DEPARTMENT IS A COMPLETE JOKE! I requested to speak to the total loss department when my car was stolen to get a jump on this process. I was informed I could not because they didnt have a line where customers can call in and that they were supposed to call me. Well 2 weeks later and nobody called me, I searched online and found a number to call them. They dont answer the phones, its like 5 people working in there, they have no concern for CUSTOMERS, and they tell whatever you want to hear!!! I have gotten the back and forth between XXXX, XXXX, XXXX, AND XXXX!!! I have spoken to XXXX almost every day about my final loan pay off once they have finally received my INSURANCE check. I knew a balance would be due from the paperwork I gotten from INSURANCE agency but I also knew how much my GAP check was as well. I called EACH DAY and EVERY DAY I got a different number {$820.00}, {$870.00}, {$1000.00} {$1300.00}. Each time a different number for a different reason. Finally, I asked to speak to a SUPERVISOR and I was given XXXX. XXXX first off comes to the phone as, how can I help you? I fell that is very rude, you should come to the line ready to help me already knowing my issue for holding anyways!!!! So after speaking to XXXX I explained to him that I am trying to get the correct pay off amount because I have a GAP check coming and I need to know if it will or not cover the amount. I was expecting an over payment to me. XXXX agreed to me that {$870.00} would be my LOAN PAY OFF AMOUNT!!! So I call back again to check every day to see if they have gotten my GAP check. While I am told no I asked for pay off amount, this time I am speaking to XXXX and she tells me some new numbers!! At this point I am livid because I have called every day and spoke to XXXX and I was under the impress we agreed on {$870.00} as my pay off amount and now here is this lady telling me a different number. I was so confused and so livid!!!! I demanded I talk with XXXX she advised me that he wasnt there or either busy, she told me she would leave a message for a manager to give me a call back. Two days went by and nobody gave me a call back, so I called and I spoke to XXXX. XXXX who claims to be a manager, I was so upset that my message was sent and he still didnt call me but as well that this I just the 1st time I have spoken to a manager. I have been calling EVERYDAY for at least 3 weeks and this the 1st time I am just now speaking to him! So he ask me as well, how can I help you!?? I explain that I am waiting on a call back from you regarding my issue. He explains that it was some confusing on what XXXX thought I was calling for. I am not sure what the confusion was or is. There is no confusion with them. I have been waiting since XXXX for them to take care of things they needed to so I can close out a total loss claim. I was told my loan payoff amount would be {$870.00} and it was higher than quoted once my GAP check was received. He told me he would review calls and give me a call back on Monday @ XXXX. This was Friday XX/XX/XXXX and here we are Tuesday XX/XX/XXXX and I still havent gotten a call back from XXXX. Not only am I dealing with their lack of concern or empathy BBVA Compass has reported negatively to my credit for the past 3 months and my account has been paid off close! I will be reporting those past three month as inaccurate information! They refuse to answer the phone or return phone calls because they want us to still pay on cars we no longer have. They are a joke!

Company response to consumer: Closed with monetary relief