Consumer complaint received 2019-06-21
Company: BBVA FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Company - BBVA I was sent a Pre-Approval application for a credit card and after 4-6 weeks I decided to apply on XX/XX/XXXX. 
While going through the application process they wanted my drivers license information. At this point in the process I felt very uncomfortable uploading my DL information so I did not complete or submit the application. A short time later I was shocked to receive an email saying : We are reviewing your application '' and " Upload requested documents ''. 
I thought how is this possible when I never completed or submitted it.but I had an application number XXXX. 
The following day XX/XX/XXXX while I was at work I was getting voicemail notifications and BBVA was calling my home, job and cellular phone leaving me messages to call them. 
How does this happen if you never submitted the application? 
When I had a break I went into a conference room and I called them back @ XXXX BBVA and fraud management?????? 
I spoke with XXXX XXXX -- - and she talked to me about their process and even though I was still hesitant she convinced me to send the front and back of my drivers license to her through a secured email in which I had to create a password in order to access it. 
Even with all this information I still waited a few hours before I opened the email, created a password and sent the information to you as she reassured me that it would go directly to her and that once they verified that I was not stealing someone identity she would delete the information.I took more than one email to receive confirmation she received my information. 
The following morning on XX/XX/XXXX @ XXXX XXXX I receive an email saying " We are unable to open a credit card for you '' I was so livid that I called them back @ XXXX and got the run around and was transferred numerous times and NO ONE could tell me why this was declined. After several additional calls and dead ends I was transferred to a lady ( no name ) and she opened a ticket and on XX/XX/XXXX I get a call from XXXX XXXX XXXX who said " he was looking into this '' and I told him it is wrong to send Pre-Approval letter to people to XXXX them over with a denial letter. I dropped 13 points on my credit score due to this lying companies tactics.I told XXXX I was going to file a complaint after reading their 1 STAR reviews and customer complaints. My error was not doing this BEFORE I went and entered the so called " reservation code '' He asked me repeatedly to not file yet and to give him a couple days to research and see if he could get it approved. That was ANOTHER LIE. I waited from Thursday XX/XX/XXXX until yesterday XX/XX/XXXX and I get an email saying " we have made several attempts to reach you by phone '' ANOTHER LIE - I get notifications every time someone calls my home or leaves me a voicemail message. Again via email he tells me the following " Could you please send me a copy of the declined email that you received '' I was shocked that this company send out emails and letters that they have no record of ... .this is ANOTHER LIE ... .please note that now the reference number is different - it is XXXX I emailed back on XX/XX/XXXX and sent BBVA their OWN declined email that they have no record of.and he said the " declined letter would be generated on XX/XX/XXXX. I told him that at this point BBVA had two options - to remove that credit inquiry or I would be filing a report with CFPB ( which I have NEVER done before ) and report this unethical business practice - His reply was " I wnated the email for FUTURE IMPROVEMENTS '' and apologized for not being able to provide declined reasons and he would followup on XX/XX/XXXX. Well that is too late as I gave him 5 days to gather this information that should be available to him - NOT the two he asked for. In his next email on XX/XX/XXXX @ XXXX XXXX  he said he apologizes foir the decline and will followup on XX/XX/XXXX and the BBVA inquiry WILL REMAIN due to the fair reporting act. Then he added this : I can send your complaint for our process and improvements team to review so when a customer is declined it will state the reason when the letter is sent out. So now my complaint is being used to improve their screwed up communication documents they send to PRE APPROVED CUSTOMERS ... .... 
Is it fair to report BBVA 's UNETHICAL BUSINESS PRACTICES??????? 
This is XXXX and needs to be dealt with. I will not let this go and I will file and write reports weekly until this is dealt with to my satisfaction and that inquiry is removed.I will file XXXX complaints, post to their website and anywhere other customers posted their GLOWING ONE STAR REVIEWS. I will also file reports with XXXX, XXXX and XXXX Do NOT accept offers from this company, do NOT accept calls from this company and do NOT conduct business with this company -

Company response to consumer: Closed with explanation