Consumer complaint received 2017-05-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I need to respond to the company - CapitalOne - mailed response dated  XXXX   XXXX ,  2017 a nd conspicuously not provided as supporting documentation as attachment to the previous complaint referenced as CFPB No. :  XXXX  and now closed. I am once again turned down for any assistance for hardship program. But more disappointingly - statements are made in this communication that are vehemently false and show poorly on my character and my attempts to make good faith payments. The payments  may be   small but I am willing to sign on for a set period of time. This is not good enough for them and now I 'm being threatened with Attorney actions.     In my continuous effort to seek assistance due to hardship circumstances I find myself in at this time - which have been ongoing for the last 6 months but, as I 've stressed - are only temporary and leave me with no steady income at this time, a communication received by way of letter dated  XXXX   XXXX ,    2017 summi ng up our last phone interaction of  XXXX   XXXX ,    2017  has several false statements made.      1 ]   XXXX   XXXX ,  2017 sta tes " ... our previous responses addressed your concerns and our decision has remained unchanged. '' They have not even attempted to assist by way of offering a paydown hardship agreement no any effort to freeze or lower the current APR ongoing for a determined time period which would assist me greatly.     I have been able to secure hardship paydown plans through my other Credit Card companies includi ng   XXXX   XXXX  ,  XXXX   and  XXXX   XXXX   XXXX . All are willing to work with me because of my positive history making payments in a timely manner always at minimum and above amount due.      2 ]   XXXX   XXXX ,    2017   Letter states - that I asked not to be phoned. That is not true. I stated that in CapitalOne 's attem pts to return calls in response to my complaint were only calls to harass me about a payment, not provide me an option of hardship assistance. I only want to discuss how I can show good faith in making small payments toward the full balance I 've accrued - a majority of which are balances transferred from h  igher APR cards during the 0 % promotional period. 0 % APR has gone up to % 23.4.
3 ]    XXXX   XXXX ,  2017   Letter state s " ... .Per your request, as of  XXXX   XXXX ,  2017 , we 've removed your telephone number from the account '' '' ...  Currently  we have no telephone number on file to reach you. '' FALSE.   I received an email stating my phone number was changed in my profile. Having been a victim of identity theft, I did not trust this email and went straight into  the Card Services profile and replaced my phone number. I did not give permission for them  to remove my phone number as its a matter of securing my account info and I want to be notified as I 've always been. So my number is in the profile and will remain there. They can contact me whenever they feel its necessary.     I am continually threatened with attorney action now and I have committed to make good on my obligation but CapitalOne practices are not allowing any assistance in this effort.

Company response to consumer: Closed with explanation