Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #4582418
Complaint Overview
Complaint ID: 4582418
Company: BBVA Financial Corporation
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
State: Alabama
ZIP Code: 35211
Date Received: 2021-07-28T12:00:00-05:00
Date Sent to Company: 2021-07-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Previous complaint under ID XXXX. In the Company 's ( BBVA USA ) response, they state : " Your old credit card is still visible through your online banking profile for your reference. We have confirmed that the account currently lists a XXXX balance and the appropriate credits have been applied to your new card account. '' This is factually incorrect. My old account online still showed a {$24.00} balance at the time of the response from XXXX, not {$0.00} like they stated. This is a direct result of incorrect credits being applied to the account ( to the extent of being {$24.00} short ). I called in to customer service representatives who further confirmed the existing balance and verified that the statement was incorrect. Overall, the statement above per their official response is 100 % incorrect and unfortunately further goes to show how little BBVA appearingly cares to resolve its customers problems. Subsequent to the response I had a {$350.00} refund posted to my credit card account by a merchant for a reimbursement. This results in my current balance of my old account being - {$320.00} ( negative balance ... i.e., BBVA owes me ). This {$320.00} negative balance ( rather than {$350.00} ) is the direct result of BBVA still shorting me the {$24.00} from their fraud refund process. I have called in even subsequent to the CFPB complaint to try to resolve this to no avail. When discussing on the phone, the customer service rep agreed with what I was seeing, said it would be resolved in 2-3 business days, but ... it's now been 2+ weeks and no changes. I even tried to talk to the collections department to see if they could do anything with it, no luck. BBVA, please please please just credit my account the {$24.00} amount I am owed such that my old account ( # XXXX ) will have a - {$350.00} balance. I will also happily field questions from a customer service representative who is able to ACTUALLY address my issue real-time on the phone or in-person and not just " file a report '' that will be fixed in 2-3 business days and never actually is ( I have been told that at least 5 times other the last 5+ months and not once has BBVA competently/thoroughly addressed the issue ). Please see attached pdf as proof of existing card balances and activity : $ XXXX for old credit card # XXXX {$0.00} for my new credit card # XXXX ( Can you blame me for not using the new card recently given my nervousness of if it is compromised BBVA will not address my issues? ) I wanted so much to enjoy my BBVA experience as Compass Bank ( its predecessor ) was an icon here in XXXX and especially around the XXXX XXXX community given its founder XXXX XXXX XXXX. Unfortunately, my experience has been the exact opposite.
Frequently Asked Questions
What is Complaint #4582418 about?
Complaint #4582418 was filed against BBVA Financial Corporation regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2021-07-28T12:00:00-05:00.
How did BBVA Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against BBVA Financial Corporation?
Yes, visit the BBVA Financial Corporation company profile at readthecomplaint.com/company/bbva-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.