Consumer complaint received 2021-04-13
Company: BBVA FINANCIAL CORPORATION
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Problems at the end of the loan or lease
Sub-issue: Problem with paying off the loan

Complaint:
I was given a car loan through BBVA who currently holds the title to my car. I refinanced my car loan through my current bank XXXX XXXX. The account pay off on my XXXX bill was {$10000.00}, I applied for a refinance loan through XXXX XXXX and provided them with all the info to include the amount above. They mailed me a check along with the loan agreement which I endorsed and sent to BBVA for my XXXX payment. As of XXXX they sent me a Debt collection in the amount of {$320.00} which was/is the amount of my monthly payment. I called them on or between the 23-26 and was connected to their collections department. He informed me I owed the {$320.00}, I informed him of the check I had sent for pay off. He said that he could see the check being held in the amount of {$10000.00} but that it had not been applied to my account due to the remaining pay off of {$54.00}. I asked why was the check being held and not applied to my pay off and then to send me a bill for the {$54.00}? He could not answer that and told me that I would need to speak with someone in loans. I then called the loan department. This call was in excess of an hour and a half. The first 30 min was me explaining my situation and asking how they could hold a {$10000.00} check and still be charging me the interest payment for that month {$100.00} as well as a late fee for {$16.00}? She could not answer me. So I asked for a supervisor. After being on and off hold for the next hour she came back and told me her shift was ending and that all the managers were busy and disconnected me. I then called the nearest branch which is over an hour away from me and spoke to the manager XXXX XXXX XXXX who filled a complaint for me within BBVA. Today I received a call from the complaint I filled. The person I spoke to was nothing less than a bully. She told me because I had not informed them that the check was coming as a pay off it was being held. I inquired as to why it could not just be applied and me given a bill to pay off the remaining {$54.00} and she said that their system did not know what to do with it. I said well this is where human intervention would be appropriate. She said that was not an option. Then blamed me for not paying the {$54.00} to close this matter. She talked over me the entire conversation which was ironic since she informed me at the beginning of the call that it was being recorded. I asked for her boss and she informed me that she was as high as this complaint was going to go. She informed me my pay off amount in this matter was now {$250.00} which directly conflicts with all 3 of the attachments I have provided you. I informed her I would be filing this complaint and she did not care. I asked her how this could be ethical? She could not answer. I asked how can you charge me interest on the {$10000.00} when they refuse to apply it to my account. She could not answer. I asked how it was fair to charge me late payments when the payment was being held. She could not answer. She said she could see my point however she could not agree to any of them. I just want to pay off the {$54.00} difference and move on from this matter. I don't feel it is ethical or even legal to charge me interest on the total when they are HOLDING at {$10000.00} check for payment on my principal. The other 2 attachments are the 2 things I got this month about 7 days ago. Anything you can do to help me in this matter would be greatly appreciated!

Company response to consumer: Closed with monetary relief