Consumer complaint received 2018-02-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I stopped recieving my statement in XX/XX/XXXX from XXXX XXXX  capitol one. 
I use this card as a secondary credit card and had no knowledge of a outstanding balance, delinquencies and late fees being compiled for 4 months.I immedietlly paid the balance off on XX/XX/XXXX when i became aware of the outstanding balance. 
again i had not received a statement since XX/XX/XXXX and bacame aware of the balance when i called the XXXX number to check the card. 

On XX/XX/XXXX i called up the credit card copmany to explian to them that i had not received my credit card statenment since XX/XX/XXXX and that i would have paid the balance had i been aware of the outstanding balance, but had not been receieving my statements.i informed them that I DID NOT have any money issues, but that i was unaware of the outstanding balance and delinquencies because i had not been receiving my statements At this point they put me to a account supervisor. The supervisor told me that nothing had come back to them via returned mail. 

My concern that i expressed with the supervisor was that after the second or third delinquency that it should have red flagged a problem that i was not receiving my statenments and that they should have used another means to contact me. The customer represenetive supervisor told me that on my profile it shows that they tried to contact me via email. I did a history search of my email account and there was no evidence of XXXX XXXX/capitol one trying to contact me. 
XXXX XXXX told me that they were going to review the case and get back to me with a decision. they got back to me and said that based on the details of the situation that they would not remove the delinquencies off of my profile. 
My concern was that when capitol one took the account over from XXXX around last year i have concerns that they made a error on their end. They told me that they did not accidently switch me over to paperless billing and that they did not get back any of the statements as return mail Again their should not have been a reason why i was not getting my statements which i was not..Again I told them that i had not recieved a satement since XX/XX/XXXX and was not aware of the outstanding balance or delinquencies. The supervisor also lied about trying to contact me via email when they stopped receiveng payments. I checked my email account history and had no record of XXXX XXXX capitol one trying to cantact me. 
I have grave issues now that XXXX XXXX was more interested in hitting me up with delinquencies and late fees than trying to contact me about the outstanding balance and delinquencies. I brought this to their attention and they would not help out out in any way shape or form. 
I have since closed the accouunt and will not do buiesness thit XXXX XXXX again. i was their customer for more than 15 yrs and have never missed a payment. I have never missed a payment on any credit card, mortgage or any other obligations that i have ever had in the past. I take pride in being a responsable adult and always paying my bills on a timely fashion This siutuation now with XXXX XXXX   will most likley effect my credit rating and due to no fault or neglegence of my own.. 
Oh and then to really top off the cake I had {$18.00} cents in reward credits which they told me that i could not redeem because they had restricted my account.

Company response to consumer: Closed with non-monetary relief