Consumer complaint received 2022-08-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
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:
This is a follow-up to CFPB Complaint XXXX  
Since I haven't been able to resolve my billing issue through yourCustomer Service Department... I'm hoping you'll be able to help provide a timely resolution to this matter so that I can settle my account once and for all.

OnXX/XX/XXXX, I received an email from CapitalOne stating they hadn't received my $49.00 XX/XX/XXXXpayment. Realizing I had sent a money order (for said amount) onXX/XX/XXXX, I decided to contact customerservice on the matter. In speaking to a representative and explaining my payment was mailed, she indicated my payment will only be applied once they receive it. When I offered to provide her a copy of my money order, she refused; instead reiterated my payment would only be applied once it was received. After a few days, I received another email alerting me of a missed/late payment. Again, I called to inquire on the status of my account; and pointed out that my XX/XX/XXXXpayment had been mailed. The representative would only state it had not been received, and refused to accept proof of my payment. On XX/XX/XXXX I received yet a third email from CapitalOne alerting me of a missed/late payment???

XX/XX/XXXXI received an email from CapitalOne this time stating an additional XXXX is owed. Obviously, my payment of XXXX  was received... So why am I being charged an additional XXXX? 

OnXX/XX/XXXX, I called your Customer Service Department regarding my latest email. Initially, I spoke to a representative named XX/XX/XXXX. After going through an extensive verification process, I asked to speak to her supervisor. Somehow, I was transferred to XXXX  in your Fraud Department. Again, I demanded to speak to a supervisor! He in turn transferred my call to XXXX. Throughout our brief conversation... He seemed even less knowledgeableand more confused. He verified my June payment ($49.00) was applied to my account onXX/XX/XXXX. He also indicated the additional late fee ($29.00) had been removed. Despite having received my XX/XX/XXXX payment, he now insists a payment of XXXX  is owed. How CRAZY is that???

OnXX/XX/XXXX, after receiving yet another email from CapitalOne  I called their Customer Service Department; and demanded to speak to a supervisor. After a brief conversation with representatives XXXX XXXX, and XXXX; I was FINALLY transferred to a supervisor by the name of XXXX. During the course of our discussion, she revealed the XXXX late fee was applied on XX/XX/XXXX Despite my payment of XXXX  mailed XX/XX/XXXX with a due date of XX/XX/XXXX and my XXXX  payment mailed XX/XX/XXXX with a due date ofXX/XX/XXXX.. she claimed both were received late. To my knowledge, it takes 1 3 days for First Class mail to arrive to its destination; so how are my payment(s) considered late? They are mailed at least a week from the posted due date.

Its obvious, erroneous late fees have been tacked onto my account. Perhaps it because I haven't used my credit card in over 6 months. Attached are copies of the 'so called' missed payment(s) in question. Your effort to resolve this matter in atimely and accuratefashion is greatly appreciated.

Sincerely,
XXXX XXXX

Company response to consumer: Closed with monetary relief