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

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.