Consumer complaint received 2021-04-13
Company: CAPITAL ONE 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

Complaint:
We are writing this formal complaint against XXXX. XXXX has been a loyal credit card customer of CapitalOne for 25+ years. In XXXX, XXXX, the pandemic forced XXXX to lose his job. We have had no income for the past 12+ months. As of this date, we have only received the {$600.00} stimulus payment from the Federal government the initial payment never made it to us, despite us being registered for direct deposit. 

In recent years, we have experienced three major upsetting and economically damaging incidents with CapitalOne. The first incident involved bogus charges from XXXX  XXXX  XXXX  to our CapitalOne card in XXXX. We had obtained a quotation from XXXX for along-term vehicle rental. At the end of the rental period, we were charged the amount of the quotation, but XXXX had added several additional charges without any notification or details as to what the charges. 
We raised a complaint with CapitalOne regarding the charges, but between wrong mailing addresses, dropped calls, and other hurdles and loopholes, CapitalOne made it extremely difficult to pursue the case. Ultimately, our complaints were tossed aside and CapitalOne allowed XXXX to steal from us. 

The second incident involved XXXX rental car in XXXX. This time, XXXX claimed that XXXX damaged the car I had rented, which he had not. XXXX charged our CapitalOne credit card account for what they claimed was the repair bill. XXXX requested a copy of the repair invoice from XXXX and was told that was impossible. He then reported all the facts to Capital One, and once again, after many phone calls and several letters, CapitalOne dropped the case and enabled XXXX to steal from us. 

The third issue in in regards to the pandemic. As stated above, on XX/XX/XXXX, XXXX became unemployed. We relied upon CapitalOne to pay for groceries and other necessities. During this time, we remained current on our two accounts and did what we could to continue payments, only to learn that CapitalOne was accepting our money, but was considering the payment delinquent because it did not meet the inflated minimum monthly payment they had requested. 

In short, in the middle of a the most devastating global event in modern history, CapitalOne, after taking a substantial bail-out from the federal government, would not allow us to make a token monthly payment so that we could keep out credit rating in good standing. Moreover, because of the token payments we made, were receiving bi-weekly emails harassing us about our accounts being delinquent, all because we paid them {$40.00} and not the greedy amount they wanted us to pay - all when paying {$40.00} was an actual hardship for us. 
We consider this behavior to be criminal, unethical, immoral, and uncivil. The conduct and business practices of CapitalOne are at the very heart of the greeddriven, inequitable, and unethical business practices that has driven the decent hardworking people of this country to desperation. 

And to add insult to injury, CapitalOnes customer treatment isnt even gutter worthy : an average phone call takes 45 to 60 minutes and re-telling your circumstances to 4 or 5 additional customer service specialists, not to mention dropouts with no call back, inaudible and static-filled phone lines, employees that barely speak and understand English, employees who burp into the telephone, also somehow messing up our mailing address and taking over two months to rectify it, and more. 

As stated before, we have been loyal and lawful customers, who are requesting CapitalOne, President Joe Biden, Vice-President Kamala Harris, and the Consumer Financial Protection Bureau to step up to the plate and work with us to successfully resolve this situation, save our credit, fix the illegal transactions, and adjust our accounts for fees and wasting our time. As we all know, many Americans are having similar problems paying their bills with this company and others like them. 

The pandemic gives the world, and especially the US the chance to right the wrongs of Republican-driven corporate greed that has strangled the poor and working class since the Nixon Era. Nothing should go back to normal - normal wasnt working - and going back to the way things were means we lost the lesson or were ignoring it - the time to rise up and do better and be human is NOW. Its long over-due for Capital One to step up and do something constructive to help their customers. Its also time for urgent federal intervention and legislation to intervene and humanize and de-criminalize CapitalOne. Complete documentation of our past three years of the CapitalOne nightmare is available upon request.

Company response to consumer: Closed with explanation