Consumer complaint received 2020-04-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
In XXXX of this year I contacted Capital One and asked a customer service representative how I should go about requesting a good will adjustment of 4 late payments from 2017, when I was having financial hardship due to losing one of my jobs. I was directed to mail a letter to their credit department with that request. On XX/XX/XXXX I sent said letter explaining my circumstances at the time and highlighting that my account has been in good standing since then and asking for the consideration of removing those late payments. On XX/XX/XXXX I received a letter telling me that a good will adjustment would not be granted, and that they had placed a " disagreement code with a resolution of dispute '' on my account. I immediately contacted Capital One asking for an explanation of why, as I had not at all disputed the late payments, asked what the disagreement code meant, and requested it be removed.I was left on hold for long periods of time and spoke to several people who told me they could not explain what it meant. When I was able to elevate the call to a supervisor I was told that I could not speak to anyone in the credit department, they would not remove the remark from my report, and that I should instead contact the credit bureaus for an explanation of what they themselves had placed on my report. I found this to be unacceptable. In my attempt to improve my credit, which has been steadily improving, my lender was taking actions that could potentially set back all of the progress I have made in the past three years. 

On XX/XX/XXXX, my credit score dropped by XXXX points with no explanation. XXXX - the credit reporting service offered by Capital One gave me a list of " possible '' reasons my score dropped - none of them applied to my situation. I had not opened or closed an account, and my balances were steadily decreasing as my available credit increased. There was no evident reason my score would drop at all, and it had been steady at XXXX for a couple of months. I immediately logged into all three of the credit bureaus and checked my credit report - there were no changes. I then contacted XXXX via email - in the same fashion as my phone call, I was given a general list of reasons as to why the change would have happened. I responded with detailed responses to each showing that they did not apply to me. I was told that someone would call me to discuss my situation. 

I am working from home and homeschooling my son during the pandemic, so I am not always available to take calls, even in the time I expect to be able to. On Thursday XX/XX/XXXX after missing two calls I called back the number that was left. When I finally got someone on the line and explained my situation, I was again told I could not be helped and should contact the credit bureaus to get an explanation of what THEY ( Capital One ) had placed on my report. 

Today on XX/XX/XXXX, after several missed calls from Capital One and failed attempts at getting someone on the line who could help me when I called them back, I contacted TransUnion XXXX the bureau from which XXXX gathers its information ). It took approximately 3 hours and 3 representative before I was able to get the answer that the disagreement code that was placed on my account was the reason for my lowered score. Just as I had suspected, CapitalOne had taken an ( incorrect ) action that had adversely affected my credit score and then refused to help me and rectify the situation. XXXX  was able to remove the remark, but I was told CapitalOne could place it back on my report. 

Since my score dropped XXXX points on XX/XX/XXXX it has risen again by XXXX points because I have continued paying off my balances and making timely payments however that progress is bittersweet because my score is still almost XXXX points lower than I have worked so hard to get it to, and through no negligence of my own. I would like those XXXX points added back to my score as I did nothing to have them removed. 

The poor customer service that CapitalOne provides and their general unwillingness to assist credit holders is astonishing and disappointing. If it weren't for it being one of my longest held accounts I would surely cancel my card with them.

Company response to consumer: Closed with non-monetary relief