Consumer complaint received 2020-05-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
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 have been a Capital One credit card holder for over 10 years. From looking at my CBR, I have never made a late payment/had a payment reported over 30 days past the due date as far as this history shows you. I am very upset with Capital One for not responding to my internal complaint, so I have no choice but to come to the CFPB so I can be treated fairly. 
2 months ago, I made a payment on both of my credit cards. One payment on one care, I did not realize was not the entire minimum payment. Although I made most of the payment, I was blissfully unaware of the issue and moved on with my life. This was until I received an email from Capital One saying I was 2 months behind? What?! I immediately paid the amounts due and reached out to capital one via email. Asking for confirmation that there were not going to be any negative impacts to me. I apologized, I explained what happened, and I offered my contact information begging for someone to just let me know. No reply. Sent another email, no reply. Reached out online for support asking to be contacted, no reply. Assuming this had been taken care of, and due to the pandemic ( read on, my family and work life sure have been impacted ) I moved on. 

Today I checked by credit report via XXXX XXXX. MY BUREAUS HAVE DROPPED 68 POINTS!!! There are no negative marks for XXXX, and no marks ( negative or positive ) for XXXX on either Capital One card. It is odd to me, that there are no other indicators, no negative mark from Capital One, but I know that this was the cause. There is no way for me to dispute via the credit bureaus as Captial One has yet to fully update. I will send proof/screen shots of my bureau from today. All positive marks/reduced balances on all account except for an increase in balances from Capital One. Nothing late indicated for me to dispute, but it is clear what drove the 68 point dive on my CBR, I am beyond livid. 

I XXXX for a XXXX myself. I am actually helping with our PPP program around client communication strategies. I have worked 12-15 hour  days since the beginning of XXXX, I am tired, exhausted and beyond being impacted with this work, my household income has taken a huge hit due to COVID 19. I would think Capital One would value me enough to work with me. I didn't even miss a payment, I just accidentally made one for less than the amount owed - human mistake. From a human being directly impacted by a pandemic, I am saddened by Capital One 's lack of support or willingness to help correct this internally. Now, as I was preparing to possibly shop for a home am crippled even more. I can't even do that now, as this dropped my CBR lower than I have ever seen it in my life.

Ironically enough, I paid my Citicard off from an over {$1000.00} balance in the last 30 days. And my CBR score all dropped 58 points? This should not be! They should have gone up, that was the goal in paying the card off. Capital One failed me, over what ... {$30.00} short in one payment? One mistake ( not even a missed payment entirely ) in years and you do not even have the ability to help me? I do not have the means, but I wish I could pay these off and leave to a bank where I know my loyalty won't be tossed in the trash for a one time mistake.

If Captial One is unwilling to work with me as a result of this complaint, my voice will get louder. Not only are the treating me unfairly as a consumer, but I think their executive leaders need to know how tiny mistakes that can be corrected or handled for a loyal client can go a long way. Conversely, they need to see the impacts to those, such as myself who have experienced the negative consumer impacts from being swept under the rug and forgotten about. 

Please fix this error!!! Please treat me fairly!! Please treat me as if you personally were being impacted by COVID 19 and your credit score had dropped over a one time mistake. I am so upset right now, I really wish someone would listen and help.

Company response to consumer: Closed with explanation