Consumer complaint received 2020-01-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: BBVA FINANCIAL CORPORATION
State: TX

Complaint narrative:
Good evening, I have over the last 4 days been communicating with BBVA, mortgage department as well as their client care ( resolution ) department. On XXXX XXXX alerted me that BBVA had reported negative information to all three credit bureaus. They were reporting that I was 30 days delinquent. I contacted BBVA via their client customer service 1-800 number that I found via their BBVA online website. I spoke to a representative who stated that he could not help me and he needed to escalate my concerns to BBVA client care escalation unit. I mentioned to him that I did not make my mortgage payment 30 days late and provided him with reference and confirmation numbers for the payment that I made on XX/XX/XXXX. I advised him that there was a payment error that client support advised me of on XX/XX/XXXX when I called in and I had to pay online. I also advised him that rather than pulling out 1 mortgage payment, BBVA had withdrawn 3 payments from my checking account. He advised that he had forwarded my complaint. On XXXX BBVA client care analyst, XXXX XXXX contacted me and advised that they could not locate my payment with the information I provided them that came directly from BBVA website. She stated she had no way of tracking my payment with that confirmation number that BBVA website provided me. I advised her there had to be a way to track payment. she mentioned that there was no way that BBVA compass systems could track the initiation date of a payment only the date that BBVA executed the payment. I advised her that I could send her an email that I sent myself with the reference number showing the time that I forwarded it to myself there for proving that I had made the payment prior to their cutoff time of XXXX XXXX. I sent her that information as she requested and she advised that there was nothing she could do to help me. when I advised her of my rights under the Fair credit reporting act and how the lender had to ensure that the information they were reporting to the credit bureau was accurate, she all of a sudden said that they had found a way to track the payment and that I made it on XX/XX/XXXX when they prior during a recorded phone call, please reference that phone call she had stated in the payment had been made on XX/XX/XXXX. I then asked XXXX XXXX, the BBVA compass client care analyst, for proof of the system documentation showing that she had tracked the payment. She declined and then I asked for my complaint to be escalated through her hierarchy and she declined. I advised her that I had provided her with all documentation I had and I could also provide her with XXXX XXXX  statement showing that BBVA not only took one payment but three payments due to a system error on their part. She would not further help me and refuse to forward my complaint. she advised that they would keep the negative information on my credit report and that they did not need to provide me with any documentation showing how they got to the accuracy of that even though it was conflicting information with the documentation proof I had submitted to her. I need help.

Company response to consumer: Closed with explanation