Consumer complaint received 2021-05-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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: Their investigation did not fix an error on your report

Complaint:
Hello, I am glad I heard about your organization and am able to reach someone regarding a problem I am having with Capitol One. A few years ago, I had a problem occur with a Wal-Mart credit card I had established for years. I had the account for about 7 years and I was never once late on my payments. To this day my credit is perfect except for a single blemish on the Walmart credit card which is no fault of my own and it still haunts me. 

To be precise with my complaint, the XXXX card was issued by XXXX Bank. Everything was fine until one day XXXX decided to sell its credit card portfolio to Capitol One in 2019. To this day I am completely unsure of what happened in the background between the transfer from XXXX to Capitol One but I know what it cost me. Sometime in late 2019 I was unable to pay my monthly payment to the Walmart credit card. It was not because I did not have enough funds, or because I was tardy in my payment, but because I literally could not get anybody to take my payment! The method of payments I had used for years did not work. I couldn't get a store clerk to take my payment because they said the account numbers had changed or something to that nature. I tried for weeks to get someone to take my payment and I kept getting the runaround or something along the likes of you have to wait until you get your new card and statement in the mail so we can take payment. Eventually I did receive my new card and statement and I was allowed to make my payment, but the damage was done. Capitol One placed a 30 day late payment on my credit report. 

I have tried to fix this in the past to no avail. No one seems to want to help me out. And although my credit is otherwise perfect, this late payment still bothers me as it is not a true representation of my credibility or responsibility as a borrower. My credit report and my good name is being tarnished by something I had no control over. I did not chose to have a conglomerate like XXXX switch its accounts from XXXX Bank to Capitol One. I did not chose to have my account number changed or unable to be read by the new holder of the debt. I also did not chose to have my payment be not accepted at the store while these transfers took place. What's worse, since I didn't have my statement until later, I couldn't even call someone to make my payment. HOW IS ANY OF THIS MY FAULT! I even had to pay Capitol One late fees for this and they REFUSED to take them off. They did not take any of the huge mess in the transfer into consideration. I know want to file this complaint against Capitol one and even XXXX. I don't want to sound like a snob but as good as my credit still is, I want it to be a true representation of my history as a borrower and that means I make ALL my payments on time. I will even gladly send you a copy of my credit report so you can see I am not just making all of this up and I do have otherwise perfect credit. Thank you for your assistance in this matter.

Company response to consumer: Closed with explanation