Consumer complaint received 2023-10-24
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I had a XXXX XXXX that was set up with autopay/auto debit. I was never notified that Capital One would be taking over for BJs XXXX in XXXX of XXXX. In early XXXX of 2023, I called XXXX  XXXX and asked them to send me a new credit card because mine had expired. I never received a new card. On XX/XX/XXXX, I was charged an annual fee for BJs membership automatically, which should have been taken care of by the autopay. When Capital One took over the company, all auto payments stopped. I was never sent any communication about this occurring and it happened without my knowledge. I was never sent a statement or a bill. It was not until XXXX of 2023 when my credit was adversely affected that I investigated what was going on. I called Capital One at least XXXX times between XX/XX/XXXX and XX/XX/XXXX to rectify the issue. Each time I called, I had to explain the situation to XXXX different people but to no avail. I paid the balance in full and closed the account so it would not further hurt my credit. However, interest and fees wracked up monthly since that automatic charge occurred. So the initial charge of {$69.00} ballooned into {$240.00}. I had made no other purchases and I had not used the card at all. I am now in the process of buying a home and obtaining a mortgage. On XX/XX/2023, I sent a letter to the president of Capital One stating the following : Dear XXXX XXXX, Good morning. I want to share with you an unsettling situation that is impacting my ability to get a mortgage. I previously had a credit card with XXXXXXXX XXXX XXXXXXXX, and I was told by your customer service representatives that in approximately XXXX or XXXX of this year, your company took over that relationship. At this point, my account started getting paid through you unbeknownst to me. I was never contacted, emailed, or sent a paper bill or statement. XXXX XXXX charged their annual fee to the card that had been previously inactive, and it started accruing interest and fees, again, unbeknownst to me, until I checked my credit report in XXXX, which stated that my credit plummeted to XXXX from XXXX. 

Now I am being told by your customer service representatives that I need to send a letter to your Department of Credit Bureau Disputes, and I need to wait 30 days for a response, when I will be closing on my home in less than 30 days. 

The problem your company created by charging me erroneously could cost me {$100.00} per month additional, {$1200.00} per year additional, and {$38000.00} additional over the life of the loan for my home mortgage. This financial burden has been created because of your company, Capital One. How can you quickly help me solve this problem that I did not create? 

I would like to hear back from you by XXXX, or I will start the complaint process with the Consumer Financial Protection Bureau and the XXXX XXXX XXXXXXXX XXXX  Department. 

I understand that these things happen. Unfortunately, I need a quick resolution to this, and I need your assistance with that. 

I did not receive a response until yesterday, XX/XX/2023 when someone from Capital One called me and told me there was nothing they could do. XXXX  XXXX, I then called XXXX who switched me back over to Capital One and I was on the phone for an hour and a half explaining the same situation to XXXX different people, only to have them tell me that the only thing I can do is send a letter to their Credit Bureau Disputes Department, wait 30 days for a response, and then another 7-10 days for it to be delivered. I dont want any money back. I just want the derogatory alerts on my credit report off. They are saying I was late with payments, but I never made a charge, used the card to purchase anything, was never sent a bill or a statement via email or mail correspondence, and I just need to get this rectified. Before this happened, my credit was excellent, XXXX, and I paid every bill on time every time. Now my credit is down to XXXX. This will cost me so much money on my home loan, at closing, and will not allow me to get a good interest loan rate when rates are already so high. Any help you can provide in this matter is greatly appreciated.

Company response to consumer: Closed with explanation