Consumer complaint received 2022-02-25
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
To Whom It May Concern : I am writing a complaint against Capital One credit card company. 
Credit card previously paid off. Late on XX/XX/2021, I received an e-mail from XXXX and XXXX about late payments and my score change, I saw the e-mail early on XX/XX/2021. My score was in the XXXX, due to XXXX XXXX on-time payments. I found out that there was a subscription charge on my Capital One. Capital One never sent me a bill. I did not realize I signed up for a subscription and thought it was a one-time charge, so assumed my card was paid off again. A statement was never received by mail, e-mail, and I was never contacted by phone. I had signed up for e-mail statements to protect my identity. As soon as I found out there was a problem, I had inquired about it and called Capital One immediately, the woman told me she had my correct e-mail address, so I assumed it must have been in my junk mail ( which would be my fault ), checked junk mail and there was nothing ever sent. When I logged onto the website ( Cap One ), it showed they could not send an e-mail and that my e-mail had to be updated, this was after the conversation I had with the Cap One rep. So clearly, I didnt receive a statement ( see attached screenshot for proof of them not being able to contact via e-mail ). Capital One then failed to mail me XXXX or even call me. Capital One did, however report this to the credit bureaus, which was the way I found out. Capital One also removed me from autopay, I never authorized autopay to stop, when I called regarding this, they said it was because the company made changes and the changes didnt carry over. 
I never missed a payment before and called and paid all interest and late fees for the outstanding charge as soon as I found out there was a problem. The woman I spoke with on the phone said if any of this has to do with XXXX or you have financial problems due to XXXX to write a letter, and it was the only way to get it removed. I did not miss the payment due to XXXX, but I did lose my job, so I wrote that in the letter because it was related to XXXX, and I wanted this removed, even if it wasnt for that reason. I was receiving unemployment, so I was able to pay my bills. The missed payment is not why this happened ; it was due to failure to be notified. Capital One removed it from all three bureaus after receiving XXXX complaints, the first one that I was not notified, then the second one that I was told by their agent to write about XXXX. Capital One removed the late payment status from all XXXX bureaus and I was notified on or around XX/XX/2021 ( see attached ). Then I received a letter from Capital One dated XX/XX/2021 saying they could not remove the payment history as a courtesy ( see attached ), and it was put back on the credit reports some days later. I did not ask for a courtesy. What they did was illegal. They have my phone number, mailing address, and e-mail address. No contact information had ever been changed. Had I known I had a bill, I would have paid it. I have paid on time consistently, with them and with all other creditors. This should not have happened. Please hold Capital One responsible for their illegal error to abide by the laws and correct their mistakes. This is my right as a consumer who abides by the laws and pays bills on time. I have proof, but it is limited. Capital One should provide proof that they sent a statement, when I called asking for proof days later, on or around XX/XX/2021, I was told there was no way to send that. 
Please see attached information and proof. Screen shot stating they do not have my proper e-mail address, after the woman on the phone, XXXX from Capital One read me the email address, the fact that they corrected their mistake then took it back, the email I received on XX/XX/2021 the first time I was notified of a missed payment in XXXX from XXXX and XXXX. 
Thank you, XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief