Consumer complaint received 2015-10-25
Company: BBVA FINANCIAL CORPORATION
State: TX
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
I traded my car on XX/XX/2015 that was financed by BBVA Compass Bank in XXXX, Alabama. They faxed pay-off to XXXX on XX/XX/2015. On XX/XX/2015 I called the customer service department to inform BBVA that the pay-off would be forthcoming and they said my account would be not over-due if lf paid within 30 days. I thought everything was fine traded many vehicles and on XX/XX/2015 I received as past due notice from BBVA the next payment was due on XX/XX/2015 but again was told since car was traded as long as paid within 30 days would not be considered late. I called the dealership where car was traded at XXXX and was told pay-off was sent on XX/XX/2015. I called BBVA customer service back and they did not locate the payment. I called XXXX back she tracked USPS and it arrived in XXXX, Alabama about XX/XX/2015. I called back next day they still did not have payment showing in system and all the customer service department could do is send an email to payment department inquiring on check if was received. I called everyday since XX/XX/2015 trying to see if they ever received pay-off finally was told yes payment was received on XXXX to an individual who had check sitting on their desk and was told could not post payment because additional monies was due since did not receive on XX/XX/2015 that was the payment due date for pay-off. I knew they probably had payment on time because in the past they lost one of my payments and my local bank sent proof with tracking number that they received the payment timely. If you look at XXXX XXXX reviews about this bank you will find similar complaints with consumers payments being lost and you ca n't get straight answers. Later we received notice that they sent my account to their collection department. I called the collection department and notified them that this car had been traded on XX/XX/2015 and pay-off was sent but lost somewhere. The collection department did not know any of this and does not have access to the customer service department notes of my calls to them everyday. They sent me back to another customer service representative who found the payment but states it could not be posted until the rest of pay-off was received. I called back to XXXX dealership and they sent an over-night payment for additional amount requested with name of person who received and tracking number that was received by BBVA on XX/XX/2015. Customer service sent a message to a the person who was holding the original payment to give them tracking number and date received ( customer service only has access to email other employees instead of calls which is not good business ) I called back customer service everyday after and the lady said they could not locate the check that was sent XXXX and I was told BBVA sent original payment back to the XXXX Dealership they requested 1 check for full amount due which was want on XX/XX/2015 per customer service. Later I called again after several calls and was told they located other payment and mailed back that check to dealership on XX/XX/2015. I asked that they remove from collections because original payment was there within 30 days and BBVA held that check and did n't send dealership notice timely that they needed additional payment. The collection department said they had no control over account being reported to credit bureau it sends past due notice automatically after 30 days. The customer service department stated over and over that they would clear account up and back- date to original payment received on XX/XX/2015. After reading reviews customers accounts have not been cleared of delinquent payments from this back. The remainder of payment for one check was sent again as over-night and shows made it to XXXX, Al on XX/XX/2015. The dealership stated they did receive both checks two different dates. I have always had good credit please have this bank clear this up.

Company response to consumer: Closed with explanation