rene sent a message to Francisco González – Chairman and CEO, Banco Bilbao Vizcaya Argentaria, SA – Email Address that said:
Good Afternoon,
I understand you are an extremely busy person, and I appologize ahead of time for emailing you but unfortunately I do not know who else to email.
Unfortunately due to an employee of BBVA Compass Marlea your company is being misrepresented and frustrating a few key people with the Fresno, CA community.
Marlea is a loan processor and was supposed to be helping us with our new mortgage loan. Unfortunately a period of time went by and our loan was on idle w/o any progress made. 5/23/16 was our original closing deadline and that was not made because of delays w/o apparent reason.
The seller we are working with is family w/a very large housing development in Fresno, CA and was hoping for a timely close on our mortgage. Our real estate agent is also a prominent business owner with our community and his brother in law is a state assemblyman. I am a physician an have previously referred a number of physicians to take advantage of BBVA's products.
Unfortunately our experience thus far has been that all of our expectations have not been met, delay after delay and empty promises w/o accountability.
I have called your customer care departmentment now three times and at first was told our case would be escalated/further looked into and that a representative would call us back with in 24-48 hrs later. Two weeks later and still waiting I have not received a call.
Today I found out from Marlea Pettis' supervisor Brianna Jewell that instead of meeting the second extension of 6/10 she is now anticipating we file for a third extension and the new closing date now realistically is 6/15/16.
As a physician I pride myself on being a professional and being accountable for my actions and the actions of my team. Several deadlines have been given to me and not one has yet to be met, only delays w/o appropriate explanations. Our real estate agents, business owners, and physicians in our community are now calling into question BBVAs ability to be accountable and their professionalism.
As CEO/Chairman I would hope that you would want to know when part of your team representing BBVA Compass is performing subpar and when not offer for reparations have yet to be made. I would be happy to provide you with a list of emails for you to review.
Respectfully submitted,
René
