Consumer complaint received 2022-03-01
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern, I am having issues with disputing an amount on my Lord and Taylor Card which is now being managed by Capital One. Ever since Lord and Taylor filed for bankruptcy and started to be managed by Capital One, I have been having major issues receiving the bill to my home. I already checked with neighbors and the local post office and they claim no mail is being held back. I have no issues at all receiving my other credit card bills from XXXX XXXX, XXXX XXXX, etc. I called Capital One and they claim that on their end, all mail is being delivered to me. I was so confused as to why I was not receiving the bill in the mail. This has forced me to sign up on Capital One 's website ONLINE to pay my bills online in a timely manner. Also so that I can also get a reminder via email to pay my bill. On XX/XX/2021, I saw that the remainder on my bill was {$1600.00}. I decided to pay this full amount and assumed that the entire amount has been paid off and that I no longer have to worry about this Lord and Taylor card. After this, I have received zero emails for any outstanding payments as I usually would, even though I am signed up for emails and I still did not receive any bills to my home. Now in XX/XX/2021, I started receiving some alerts on my credit score. I discovered that I have an outstanding amount of {$150.00} at Capital One, which was originally {$30.00} interest charge that was applied AFTER I paid the full amount of {$1600.00} and all the additional interest and late fees that accumulated up until now and I had NO IDEA! I received NO emails and NO mail about this unpaid {$30.00} which has now accumulated to {$150.00}. This was applied to my account TWO DAYS AFTER I paid the amount of {$1600.00}. I was appalled and feel like I am being scammed and taken advantage of. I believe the company intentionally stopped sending me email notifications on balances due on this {$30.00} so that interest and fees would continue to pile up and that they would try to make me look like I was avoiding to pay my bills. I spoke with a manager at Capital One and she did not care that I was not receiving the bills and notifications to my home because she said that in their " system, '' it was indicated that mail was being delivered. She made it seem like I was lying or trying to get out of paying my bill which is not the case. I am not sure why a person would WAIT months and have late fees and interest fees piled up and ruin their credit score. How would that benefit me? I received zero MAILS, EMAILS, neither any phone calls or voice mails about an outstanding amount. This is totally unfair treatment of the consumer and Capital One failed to notify me to pay the original bill so that additional fees and interest can be piled up against me. Capital One is trying to squeeze out every penny they can from consumers and are not willing to accommodate when they failed to send me ANY sort of notifications.

Company response to consumer: Closed with monetary relief