Consumer complaint received 2020-06-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
The automated recording announced : " Your payment is past due. Your next payment is due on XX/XX/XXXX. '' HUH? 
I've always made my payments early and the last payment I made on XX/XX/XXXX for XXXX was " in the previous billing cycle '' and therefore showed my acct. was in arrears. Had I made that payment on the XXXX there would have been no problem. I thought this might be an easy fix as they could clearly see that I always make my payments EARLY. Here 's a list of the people I spoke to finally ending up with the manager, XXXX. XXXX also refused to escalate this to her superior giving no other reason than " I'm sorry I can not do that. '' despite my asking for a specific reason as to why, several times. It was at this point she told me that my account was on HOLD for making my payments early and there was nothing she could ( would ) do about that. 
I have made several calls try to rectify this situation, but today ( XX/XX/XXXX ) after speaking with a very cold and off-putting XXXX, it was the last straw and I feel I should report this. 
Nowadays with COVID and more than 36 million people out of work, I am being penalized for trying to make early payments. All I asked was for them to remove any marks against my credit and to bring my card current where it deserves to be, but they refused unless I made yet another payment. So I was forced to do so. 
Here is a list of the people I have spoken with at Capital One as well as their ID numbers, ending with a manager named XXXX - whom I spoke with today : XXXX ID : XXXX  XXXX XXXX ID : XXXX  XXXX XXXX ID : XXXX  XXXX XXXX ID : XXXX XXXX Manager  Payment for XX/XX/XXXX : XX/XX/XXXX - {$53.00} Payment for XX/XX/XXXX : XX/XX/XXXX - {$160.00} Payment for XX/XX/XXXX : XX/XX/XXXX - {$70.00} Payment for XX/XX/XXXX XX/XX/XXXX - {$80.00} Payment for XX/XX/XXXX XX/XX/XXXX - {$40.00} Payment for XX/XX/XXXX : XX/XX/XXXX - {$85.00} Too early! Must pay {$25.00} - " Card now on HOLD ''!! " 7 days past due ''!!! 

Paid  XX/XX/XXXX the {$25.00} that was required to pull my card off of PAST DUE status and she still refused to tell me if this would be a mark against my credit stating that she does not know how that works. When asked, she also claimed that she has worked there for eight years. 
Despite my pleas, willingness to give my number and email, and fully acknowledging that I understand that XXXX may not have the authority to adjust this, she refused to allow me to escalate this to her superior - someone who might have the authority to do so. 
Very frustrating - this should NOT be happening, and I need your help. Surely someone has the authority to make sure there is not record of any such past due on my account - something I have worked hard to maintain. 
If they are this cold with someone who tries hard to maintain a good relationship with someone I have borrowed from, I can't help but wonder how awful they are treating people who have lost their jobs and have no means of keeping up. 
BTW, I am on XXXX. 

( Thank you for your time - I do look forward to hearing from you. )

Company response to consumer: Closed with explanation