Consumer complaint received 2023-12-04
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
A bank ran my credit report and came back twice with a delinquent account with Capital One Bank. I thought the first time was a mistake ( a couple of months ago in XXXX ) and maybe delinquency was still showing up on an old account. Recently on XX/XX/XXXX when my credit card report came back the delinquency showed a second time. I checked my mobile app and found no account information indicating I had an open credit card at all, just the " credit one '' score. I contacted Capital One via customer service phone line and asked for clarification on why they were reporting this as delinquent. I was told by the customer service representative ( CSR ) that my account was closed due to non-payment and was sent to collections on XX/XX/XXXX. I asked the XXXX, " XXXX '', of the last statement they mailed to my home. XXXX stated this was mailed on XX/XX/XXXX. I asked for a copy to be sent to my email address, XXXX, which was updated with XXXX on the phone at this time. 

I also asked if they have sent me any other communication since XX/XX/XXXX indicating my account was not paid, via mail or email. XXXX was unable to provide me with any additional information pertaining to their attempts to contact me. His records showed that the last time they contacted me was on XX/XX/XXXX. I confirmed that they did have the correct mailing address on file. I also asked for my account number as I thought this card was paid off and closed several years ago. XXXX said he was not able to provide me with the credit card account number but it would be on the statement once they emailed it to me. I only know the account ends in XXXX and it has a balance of approximately {$850.00} on it. Again, this balance/account does not show at all in my XXXX app. 

I asked XXXX if they could assist me with removing the negative status from my account as I had not known this account was still open for over 3 years and had been bringing down my XXXX XXXX during that time. XXXX stated because the account was " closed '' and sent to their " charge-off/recovery '' department, he could not assist me. I then asked what date their records showed that they sent this to the recovery department. XXXX stated it was sent on XX/XX/XXXX. I asked if they sent me any notification via email or letter after that date and he said " no ''. 

I clarified with XXXX I would like a copy of their final notice to me, in writing, of my account balance and the date it was going to " charge-off '', the record of the last payment they received from me ( as I was sure this was paid off ), and the final date they sent me a notification via email or mail. XXXX stated all of this would be emailed to me at XXXX within the next couple of business days. I have not received any communication from Capital One regarding this phone conversation or my request for proof of documentation. 

Conclusion : Capital One stated they sent me my final statement on XX/XX/XXXX indicating a balance, then sent me a statement indicating a " charge-off '' although they have not been able to provide any proof of this to me. When asked why they did not make any further attempts to notify me of a balance for over 3 years, I was not provided with an answer. I continue to have a negative impact on my credit report because of this without any resolution. I have not received any communication about the status of this account in over 3 years via email, mail, or on my account page as it currently does not even show the account ending in XXXX when I log on to their website. I would like the delinquent information removed from my account and my credit report and proof of balance owed. 

I have attached a screen shot of my mobile app, logged in to my Capital One Account. It does not show any account information other than my poor XXXX XXXX. I do not have any other proof from this company.

Company response to consumer: Closed with explanation