Consumer complaint received 2022-01-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Hi I had a payment that was due XX/XX/XXXX which is today I was out late finishing up some work and when I got in to make my payment at about XXXX p.m. it said that I was already opposed a late fee even though I still have XXXX minutes before it's midnight and I called the company Capital One and they said that they could not give me a one-time courtesy fee adjustment because I had not been eligible. Now to go back a few months ago when I got this card Capital One had a problem and issue with their database and could not find my account and Link it up online so that I could pay it they couldn't even find the accounts on the phone so I could pay it and when it got fixed it was like two days after the payment was due and I was assessed a {$16.00} late fee the woman that I was speaking to when the account got fixed agreed to take that off as a one-time courtesy and I said to her it's not a one-time courtesy because your company was the reason why I couldn't pay it and it took you 3 weeks to fix it and she agreed and said that she was going to take it off because of a technical error in the account. Well she must have took it out of my one time once a year courtesy and now I'm not eligible for it when I really really need it like it's crazy that they're trying to tell me that I have to make the payment by XXXX p.m. I did not know about it I have XXXX accounts with Capital One and nowhere on my app because it's so smushed with all the information did it say that and you know it's crazy that that shouldn't even be legal because I should have until midnight XXXX on the date it's due to pay it before I'm assess the late fee but they really put this late fee on there hours ago. basically I said to the woman so you're telling me that there is nothing you can do and there's nothing no one else can do and she said no we are not going to remove these fees at this time because you're not eligible and there's no nothing no one else can do either because you have to be eligible in the system and there's nothing we can do to change that. I believe wholeheartedly that this is so wrong that's being done to me that I am not paying this. I have XXXX accounts with them and all my payments have been 100 % paid on time I literally am not paying this fee I'm not making my payment either I am not going to do that I don't care if this ruins my credit because I believe wholeheartedly that this is wrong to do to someone. And you know if they don't adjust this and allow me to continue being a customer with them it's just going to be a chain reaction I'm going to I'm just going to walk away from all the cards and all the payments because if if they don't fix this I'm not paying that card and what's the point of paying the other ones because my credits going to be ruined anyway. And it's really really not fair and they should have helped me and and did something because they took my one-time courtesy away and used it on something that was their fault they had a issue with their database that wasn't linking up my information to find my account that's their fault.

Company response to consumer: Closed with monetary relief