Consumer complaint received 2023-07-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
On XXXX XXXX ( Sunday ) my car breaks down due to mechanical failure. The car had to be towed to the XXXX dealership ; my car insurance paid for the XXXXow service. I then found out that I had to pay for a {$200.00} ( XX/XX/23 ) diagnostic test to find out what was the issue with the car, on XX/XX/23 it turned out to be the Power Transfer Unit on the car. This was very disappointing because I would be finished paying for my car loan in a few months. The replacement part and labor would cost approximately {$5000.00}. I did not have {$5000.00} for the repair, and I had to have the car towed to my house out of pocket towing fee for the towing service ; because I would have paid a storage charge if I had to leave the car at the dealership until could afford to have it repaired. I had to use the money allocated for my car payment to pay for all incurred expenses of having the car diagnosed and towed to my home. 
I contacted Capital One Auto Finance on XX/XX/1923 and explained my situation with my car and that the payment scheduled would not be available. The representative explained that Capital One Auto Finance had program that would help me catch on the payment without penalty and negative Credit Bureau reporting ; and we enroll me in that program ; the program consisted of a payment plan with automatic transfer of funds from my checking account on these dates : XXXX and XX/XX/23. 
On the XXXX XXXX I was reported on XXXX for Delinquent payment by Capital One Auto Finance account has having XXXX  Days late and a XXXX was deducted from my Credit Score. 
I contacted Capital One Auto Finance on XX/XX/23 and the representative could not explain why I was reported as late on XX/XX/23 ; all she kept telling me was the system said I was delinquent ; she then put me on hold waiting XXXX minutes for a supervisor to explain why I was delinquent ; she then apologized and said that there was no supervisor around to talk to me. On XX/XX/23 I contacted Capital One Auto Finance and spoke with another representative who tried to explain the reason why I was reported as delinquent, but she still could not give me a clear explanation that it would make sense in reporting my account as delinquent ; she transferred me to a supervisor. The supervisor said my loan was a Mature Loan and they extend my contract automatically because I had a high balance of {$900.00} on XX/XX/23 which is a lie regarding the balance ; and because I did not make a payment on XX/XX/23 on my regular payment date for my car loan on XX/XX/23 ; I was XXXX days late, so I was reported to the Credit Bureaus as delinquent. He then told me that my last payment for my car loan is {$410.00}, and I can pay it on XX/XX/XXXX or XX/XX/XXXX due the extension on my car loan without many negative reporting the Credit Bureaus.

Company response to consumer: Closed with explanation