Consumer complaint received 2017-05-03
Company: BBVA FINANCIAL CORPORATION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In  XXXX  I was notified by  BBVA Compass  about potentially fraudulent activity on my credit card account. I was sent a form to dispute those charges and I was issued a new card. In  XXXX  I received the statement reflecting all of the fraudulent charges, and a credit. My balance showed $  XXXX . In  XXXX  I received my statement that reflected a " purchase adjustment '' of {$780.00}. And, my balance showed a balance of {$220.00}. I called to get clarification. I was transferred multiple times, disconnected and then finally reached a customer service agent who seemed helpful. She was going to look into it and call me back. I never heard from her again. In  XXXX  I received my statement that reflected a late fee on top of the previous balance. I had n't used my card since  XXXX , keep in mind. I called again to get an explanation about the charges. Same drill. Transfer, hold, transfer, hold, hold. This time I held for nearly 1 hour! No one ever got back to me. I called back begging to speak with a supervisor so I could finally get an explanation and speak with someone in authority. I was promised a manager,  XXXX   XXXX  (? ) would give me a call back that day. Never heard from him. So I made a minimum payment to protect my credit. Most people, like myself, do n't have time to sit on hold, randomly get disconnected and talk to countless representatives that have no idea how to explain my statement.  XXXX  statement arrives now with more late fees attached. And, another " purchase adjustment '' of {$120.00}. I also received a collection notice and a separate notice that my account would be closed after a review of my credit account. Yet, it noted a  credit score  of  XXXX . Hardly a score worthy of closing accounts. Anyway, I have been desperately trying to get this resolved over the past few months. I FINALLY got an explanation 2 days ago, and the representative admitted that their system is very faulty and was inaccurately reporting credits to my account and adjustments that should have been reflected elsewhere under the old account number. Bottom line is that the they were rebilling me for purchases made in  XXXX  that were not disputed. These were legitimate charges. But no where on the statement was any indication of what they were tied to, nor was any representative helpful in explaining the situation. I 'm reaching out after feeling completely frustrated with no idea how else to get resolution. It is my understanding tha t BBVA Compass has now reported my late paym ents to the credit bureau. Believe me, I 'm happy to pay my bills when I understand them. But, seeing a " purchase adjustment '' without any explanation as to what I was being billed for is not acceptable. And, I was being proactive in calling a number of time to get more information. Now I 'm told the account will be closed. So all of my good credit history will be erased and I have a late payment reflected, too. How is this ok?

Company response to consumer: Closed with explanation