Consumer complaint received 2019-03-30
Company: BBVA FINANCIAL CORPORATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
On XX/XX/XXXX, I received an email ( see attachment 1 ) from BBVA Compass Bank saying I would receive a one-time bonus of XXXX rewards points if I paid a utility bill with my BBVA Compass Bank credit card. The offer stated that I must : ( 1 ) contact my utility service provider to enroll my BBVA Compass Visa Credit Card in the service provider 's automatic bill payment system between XX/XX/XXXX and XX/XX/XXXX ; and ( 2 ) pay a bill to my utility service provider using my enrolled BBVA Compass Visa Credit Card by XX/XX/XXXX. 
I clicked on the link to enroll in the promotion and received a confirmation page ( see attachment 2 ) saying I was enrolled in the promotion. 
On XX/XX/XXXX, I enrolled my BBVA Credit Card in my water bills automatic bill payment system, and a payment was made using my BBVA Compass Visa Credit Card ( see attachment 3 ). 
I waited until near the end of XXXX and noticed I had not received the XXXX rewards points. On XX/XX/XXXX, I sent a SM ( secure message ) asking about the bonus rewards points and when I might expect to receive them ( see attachment 4 ). 
On XX/XX/XXXX, I received a SM response ( see attachment 5 ). XXXX XXXX stated that she reviewed my account and confirmed the utility payment on XX/XX/XXXX. She also said that my points should be in my account by the end of XXXX. She said they have to wait 10-12 weeks after the promotion ends to process the promotion batch and award out the points to their customers. She said the promotion ended on XX/XX/XXXX so by the end of XXXX the point should be in my account. 
I waited and kept checking my account and saw by the end of XXXX I still had not received the bonus rewards points. I sent a SM and was instructed to call BBVA on the phone. 
On XX/XX/XXXX, I called BBVA Compass and spoke with XXXX, a specialist from the rewards dept. First she said that I had not enrolled in the promotion. I stated that I had received a confirmation page saying I was enrolled and could send it to her. 
Then she said that I had not fulfilled the promotion because I was supposed to make recurring payments and not just one payment. We went over the terms of the promotion and I stated that I had fulfilled the two parts of the contract : I had ( 1 ) contacted my utility service provider and enrolled my BBVA Compass Visa Credit Card in the service provider 's automatic bill payment system between XX/XX/XXXX and XX/XX/XXXX ( I enrolled XX/XX/XXXX ) ; and ( 2 ) I had paid a bill to my utility service provider using my enrolled BBVA Compass Visa Credit Card by XX/XX/XXXX ( I paid a bill on XX/XX/XXXX8 ). 
She insisted that the promotion stated that I needed to make several payments, yet she was not able to provide evidence of this requirement. The promotion says a bill needs to be paid. The fine print does not say there needed to be two, three, or four bills paid. 
I asked to speak to a supervisor. She said she would forward my request to a supervisor and to send her a copy of the email promotion. I sent her the email and she called me to say that after talking to the back office that I had not followed the promotion which required me to pay more than one bill. She made no mention of escalating my request to a supervisor even with my insistence. 
I would have been more than willing to make several payments if these instructions were included in the rules of the promotion. I feel I followed the rules of the promotion and am respectfully asking for the bonus XXXX points to be added to my BBVA Compass Credit card account. 
Thank you.

Company response to consumer: Closed with monetary relief