BBVA Compass Money Transfers Complaint

BBVA Compass Money transfers department,

Domestic (US) money transfer Other transaction issues Other transaction issues Texas

I have a checking, savings, and mortgage loan through BBVA Compass Bank. I acquired the loan -/-/- and up until the past year had not had any issues. However, on -/-/- I received notice that my mortgage payment due on -/-/- had not been paid when I in fact had made payment via money transfer from my checking to my mortgage account. Compass customer service recognized that the transfer was attempted in - prior to its due date, but was not effective for some unknown reason. The issue was resolved. Once again on - the same issue arose. I was notified of non payment of my mortgage when I in fact had paid via online account transfers. I was told my reference code given at time of payment was not valid proof that payment had been made/attempted, and that the confirmation code given at time of payment was not valid proof the payment was successful. I made an over the phone payment to resolve the debit and I was told for future reference to check the payment had been deducted from my checking account 3-5 business days following my online


the checking to the mortgage account. I authorized 6 monthly transfers to occur on the - of each month. When I logged on to my online account profile 3 business days later -/-/- I was shocked to see my checking, savings, and mortgage account balances all displayed as $0.00. I quickly contacted customer service and was assured this was a mere online banking system glitch and my accounts were in fact intact. The next few months went by and all seemed well with payments automatically transferring in a timely manner -. Then on - I once again received notice that my mortgage account was delinquent for non payment. I logged in to my online banking account and noticed my profile was incorrect. I could no longer access or view my mortgage account ; it seemed to be non existent. Further more, there was no record of the automatic transfers I had authorized. I once again called customer service multiple times and was given the run-around, hung up on, and was being transferred from - department to the next. No one could seem to answer my questions as to why I was not able to view my mortgage account or resolve my issue. I was told everything was fine and I just needed to make payment and would be charged a late fee for non payment. I refused to pay a late fee due to the fact that the payment should have been made via the automatic transfer between the - accounts within their system. I have yet been able to resolve this issue and currently ( -/-/- ) am still unable to view my mortgage account online to assure the payment I made over the phone with a customer service representative was even successful. I do not feel comfortable with the fact that I do not have access to view or manage my mortgage account at my convenience. I can not monitor payments that I make, nor view funds being disbursed. I can not confirm the remaining automatic transfers are still valid.