Consumer complaint received 2020-08-22
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NH
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I called Capital One on XX/XX/2020 to enroll in a payment deferment due to Covid-19. The representative informed me they would be able to push XXXX and XXXX and add them to the end of the loan term. At that time they also informed me that I would be able to enroll in a deferment for XXXX and XXXX if needed by going on my online account. The individual instructed me how to complete the information in order to get this accomplished. In XXXX I went online and followed the steps I was told to do and pushed my XXXX and XXXX payments as we were still getting back on our feet. 

I did miss a call from Capital One on XX/XX/XXXX and the voicemail stated to return the call, no mention of a late payment or past due account. There were no emails or other alerts stating this. Where I thought my account was deferred, there was no urgency. 

On XX/XX/XXXX my credit report was listed as my XXXX payment being 30 days past due. My due date for payments is the XXXX of each month. My XXXX payment showed as satisfactory. The XXXX payment was officially 9 days past due when incorrectly reported on XX/XX/XXXX to the credit bureaus as being 30 days past due. 

On XX/XX/XXXX I received an email statement saying I owed 3 times my payment amount ( XXXX, XXXX and now XXXX ) and that it was due immediately. I called Capital One XX/XX/XXXX to find out what was going on as the XXXX and XXXX payments were supposed to have been deferred. They informed me that I received incorrect information in XXXX and the payments were postponed not deferred. They were able to defer the XXXX payment on XX/XX/XXXX and told me I would have to wait 2 weeks to call back to correct XXXX. They also waived the late fees with XXXX and XXXX due to the error. 

On XX/XX/XXXX my credit score decreased XXXX points due to Capital One reporting my XXXX payment as 30 days past due. I called Capital One immediately and they were unable to help as I had to wait the 2 weeks to correct the XXXX payment which is what was reported as 30 days late. The XXXX payment was now 21 days late not 30. 

I called on XX/XX/XXXX to correct and defer the XXXX payment to which I was told I would now have to wait until Monday XX/XX/XXXX before they could submit a deferment. My XXXX payment would actually be 30 days past due as of XX/XX/XXXX and this made me uncomfortable having to wait til Monday to take care of it but was assured they would not submit to the credit bureau as being late yet. I also spoke to the dispute department and asked if they can submit a correction to my credit report as it is being reported incorrectly. After speaking to multiple managers they informed me there was nothing they could do because the account was 30 days past due ( the XXXX payment at this point was officially 29 days past due ) which 30 days past due was inaccurate. 

I called back after submitting a dispute through XXXX  to remove the information due to incorrect reporting to see if Capital One could provide a letter stating they had a reporting error so we could submit it along with my dispute as well as provide to my mortgage lender as I am trying to go through the preapproval process for a home to purchase this fall. They absolutely refused to help or offer any solution to fix THEIR error. The only offer I received was for them to find the original call from XXXX and reprimand the representative who informed me incorrectly to begin with which does zero to fix my credit. Each manager confirmed that the XXXX payment was in fact, only 29 days late. 

They can not report a XXXX payment as being 30 days past due when it was not. 

I worked out a way to pay the XXXX payment on XX/XX/XXXX because I did not trust the company to honor their information of being able to defer the payment and did not trust them to not report that incorrectly as well. I did confirm on the recorded line that my payment would be listed in their system as paid on XXXX XXXX XXXX  days into the past due cycle after grace period and should not be reported as 30 days past due per the Capital One payment system which was confirmed by the representative.

Company response to consumer: Closed with non-monetary relief