Consumer complaint received 2021-01-11
Company: BBVA FINANCIAL CORPORATION
State: VT
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Credit limit changed

Complaint:
I have a certificate of deposit line of credit for {$5000.00}, about {$3300.00} of which should be available to me. I called on XX/XX/XXXX to see why it is not showing as available on my most recent statement, and was told that the credit was frozen due to a delinquent payment ( about {$5.00} ) in XX/XX/XXXX. 2 days after it was frozen, the payment was received, the account was listed current, and then it was frozen again. The account is now showing current. A request was submitted to resolve this issue ( ticket # XXXX ), and I was told that it would take 24-48 hours for them to turn it around. On XX/XX/XXXX I called because I had no response, and was told, after holding for close to 2 hours and being transferred from department to department, always ending up back at the top of the loan department customer service tree, that the only way to unfreeze the credit would be to apply for a new line of credit. I said this was an unacceptable solution, and asked to speak to a manager. I was disconnected in the transfer process. I did not have time to stay on the phone any more on this day. On XX/XX/XXXX I called the Collections Department number that I was given ( XXXX ) and was sent back to the beginning of the Loan Department CSR tree ( XXXX ). I spoke with a CSR named XXXX and was placed on hold for a few minutes while she researched the issue, then put back on hold while she talked with a supervisor, at which point I was sent back to the top of the CSR tree and disconnected when somebody picked up. I called back and spoke with a series of CSRs, each one trying to transfer me to the " correct '' department. Each time I ended up back at the top of the CSR phone tree, back at the beginning, and was eventually disconnected again. I called the Collections department number again and spoke with a CSR named XXXX, who explained that because the account is current, the Collections department is the wrong department to help me and they can't unfreeze it! Per XXXX, I needed to call back the main number and " don't let them transfer '' me and " ask to talk with a manager ''. I was transferred back to the top of the Loan Department CSR tree, and spoke with XXXX, who said that Collections must be the department to resolve the issue. I asked to speak to a supervisor, and was put on hold. Then he cam back and said that the supervisor also said she couldn't do anything, and was on another line. XXXX said he would submit an escalation request to resolve this issue, but was unable to give me a timeline for resolving the issue. I said fine, but I still wanted to speak with a supervisor. I was placed back on hold, and then my phone handset died, and I was disconnected. I called again, to the XXXX, and was pushed to the top of the phone tree. The person I spoke with said he would submit a new ticket. I told him I already had an open ticket, which I had not heard any resolution of, and gave him the ticket number. As he was digging up that information, my other phone handset died. I called again and spoke with XXXX. He said that the request for the credit in this account to be unfrozen was sent again today, with a new ticket number : XXXX. He also escalated it to get it resolved. After waiting on hold for 20+ minutes to speak with a supervisor, I was assured that it was escalated and that a supervisor would call me back today. 

I am so frustrated by this experience! It seemed like nobody wanted to help, and that nobody knew who could help! The phone systems were clunky and threw me around and around in circles, the CSRs had conflicting, inaccurate information and the supervisors were completely unavailable ( I never spoke with a supervisor, despite multiple requests, and waiting on hold for close to 7 hours total ). I do not understand why I must fight so hard to get credit on my OWN MONEY released!

Company response to consumer: Closed with explanation