Consumer complaint received 2017-12-12
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
BBVA Compass Bank took 47 days to respond to my complaint. That being 47 days after they had requested for extra time to respond. Their information has multiple errors even after they had admitted to making errors on-top of that. Back in XX/XX/XXXX they had claimed that I owed them {$3300.00} dollars now after several complaints they claim that I owe them {$1200.00} dollars. There was also multiple errors in the repossession condition report. They did not list a power sunroof in their report. That adds value to the car overall. They also said that the tires were in fair condition. They were a brand new set of matching tires that were less than 4 months old. So they would have been rated as in good condition. That also adds more value to the car. In this report they were claiming dents to the body and front and rear bumpers. I had no dents whatsoever. No dents adds even more value. BBVA Compass will probably say that was not their issue but the repossession agents fault. Yet it is BBVA Compass 's issue for hiring and or contracting with this repossession agent. They were also claiming scratches to the hood, front and rear doors and trunk. I had no scratches at all. The car only had one owner and was a low mile vehicle based upon manufactured date. BBVA Compass bank is also claiming that they had requested a vehicle transfer on XX/XX/XXXX. They would not be able to request that information for the fact that the Texas DMV was closed that day being a Sunday. Compass bank must not have read that information clearly. On the vehicle transfer information it clearly states date of sale XX/XX/XXXX. Yes Compass bank that is listed as the sales date. The car is sold before you file for a vehicle transfer. That is the only way that it works. Also they stated that I should have contacted the tow service person or the repossession agent to get back my personal belongings. I did call the tow service and I told them that I have a prescription medication and a pair of eyeglasses in the car. They told me they had no way of unlocking the car. They go onto and tell me that it was out of their hands because the car had already been repossessed. The tow service did not even attempt to contact me. I had no idea where the car was I did n't find out that it was even towed until XX/XX/XXXX. The car was already taken and gone from the tow yard. Compass bank claims that if the personal items are not collected within 30 days they are either discarded or donated to a charity. Their was a prescription medication sealed from the pharmaceutical manufacture in the car that is {$1700.00} dollars for a one month supply. That would be illegal to just throw away and also would not be able to donated because it had my name and address on a printed label. That medicine is absolutely necessary for me to take daily. I am not really worried so much about the eyeglasses. Yet they were not given back to me. The tow serviced driver told me that even if the car was still at his place they would not be able to unlock the car. They did not have a key and also did not have a key fob. For Compass bank not listing a sunroof on the car that dropped the value and also for listing cosmetic damage that was not their also drops value. They claimed that the car was sold for {$10000.00} dollars. A car such as that would have sold for {$12000.00} minimum at auction. For all I know Compass bank could have listed body damage and scratches just to make me believe that the car was sold for {$10000.00} dollars. The only people who really know what the sales price was are Compass bank and the buyer no one else. I do not trust Compass bank 's information anymore. They apologized for making errors in their information. That were just lying and making an attempt to get me to pay money on something that I DO NOT owe. Going from {$3300.00} down to {$1200.00} is still unacceptable. I was never refunded for my medicine. The medicine costs well over that amount. So after going back and forth for months they had apologized for their errors and then still say that I owe them. I do not trust their numbers and I do not trust their figures. They lied about the date of the sale of the car more than once. First they stated XX/XX/XXXX then XX/XX/XXXX for the sale of the car. The info from Texas DMV says XX/XX/XXXX. So what 's next another date change? Lastly I did not purchase the car on XX/XX/XXXX. I only allowed  XXXX XXXX XXXX to take a look at my credit report on that day.

Company response to consumer: Closed with non-monetary relief