Consumer complaint received 2018-09-07
Company: BBVA FINANCIAL CORPORATION
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I noticed on BBVA COMPASS Visa credit card website that there were XXXX late payment charges for XXXX and XX/XX/XXXX. I called the credit card customer service on XX/XX/18 and spoke with a female customer service representative who saw the late fees listed and told me that I needed to pay {$33.00} and offered to take the payment over the phone and I opted to pay at the website. I inquired why auto pay did not take care of those payments when they were due as they had always taken care of them Before. She told me that the auto pay feature on the website was down for maintenance until Sometime in XXXX. I requested to have the late fees reversed and a correction sent to the credit bureaus as my auto pay was always paying correctly and no notice was sent to me that the feature would not working for a period of time. She said she was not impowered to fulfill my request but that she would send it electronically to a management oversight team for review of my complaint and request. No confirmation # was offered to me. She then offered to mail paper work to me to fill out and mail back to re- set up auto pay. I declined stating that does not sound efficient and opted to set up future payments from my BBVA checing accounts bill pay feature. 
I checked the website today and there was no reversal of the late fees. I then called the credit card customer service line once again and spoke with representative XXXX and explained my complaint and made my requests known once again. He said he saw no record of my previous phone call and that there were no agents notes on my account and no confirmation # listed for a escalation ticket. He then verified with the IT department that indeed the feature on the website has been pulled offline and will not be restored until sometime this month. I requested to escalate my call to a member of the management team. The next person identified himself as XXXX and I reinterrated my concerns and that I wanted corrections to be made right away. I also added that because of bank errors I was further punished by a {$1000.00} reduction on my line of credit. Which further hurts my credit score. I told him of the verification of auto pay being pulled off line for maintenance per XXXX verification with the IT department. I also asked, then how did I know about the software maintenance issue except for the first agents inquiry about auto pay? and that is when she informed me of the maintenance issue. He said because he could see no record of my initial call therefore, he could not adjust the late fees but that he would place a ticket for account review but it would probably take about a month for the review and that they will.most likely decline the request since no record of my call was showing in their system. He submitted a ticket with conformation # XXXX. I advised him that I would be filing a complaint with this Federal agency as well as the XXXX and I requested that he send this added information so it would be part of the the tickets information. 
In summary I have been victimized financially as well as damage to my credit score,  by this financial organization per their own failure to notify customers in advance when known future technical issues can create problems for the customers who will then be punished through no fault of their own. 
It is assumed that i am lying about the initial call to them. 
I have no control over their internal systems of technology or control over their employees. 
Its a known fact that technology can and does fail from time to time. 
Where is a policy of customer first?

Company response to consumer: Closed with monetary relief