Consumer complaint received 2017-08-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
To Whom It May Concern : I have submitted several complaints through the Consumer Financial Protection Bureau regarding Capital Ones unethical practices and making false statements including not reinstating sending me monthly statements for my equity line of credit, falsely referencing that I have not made payments for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and that I am in active bankruptcy. These issues have not been resolved to date and are still open and none of Capital One Bank responses to date have addressed these items. Please I need Capital One to respond to this complaint with a direct answer to the following items that are my complaints. 1 ) Reinstate sending monthly statements and online access to my account In your response from XX/XX/XXXX ( enclosed ) in the 3rd paragraph, Capital One stated : In reviewing you loan, we confirmed that the account should have been reinstated when the partial reinstatement payment of {$1000.00} was processed on XX/XX/XXXX. At that time, monthly billing statements should have resumed and been mailed to you. To date, I have not received one statement. Based on Capita Ones own admittance that I should have started to receive statements, as agreed to, I demand that Capital One bank start to send me statements and allow me to access my account online. 2 ) Credit my account for payments made and cashed by them. Correct their records and statements regarding me owing for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX In Capital One bank response from XX/XX/XXXX ( enclosed ), you clearly show on the bottom of the first page of the letter that I made payments for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However, Capital One bank contradicts this statement in the third paragraphs of the XX/XX/XXXX, XX/XX/XXXX and even XX/XX/XXXX ( all enclosed ). I demand that Capital One bank correct their records and any future correspondence to remove that I owe for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX as the XX/XX/XXXX letter from Capital One as well as the copies of cashed checks ( enclosed ) all show that payments were made. 3 ) Stop referencing that I am in active bankruptcy In all of Capital One letters keep referencing that I am in active bankruptcy. This is completely false and to prove that I am not in active bankruptcy, I am attaching a copy of my Chapter XXXX discharge ( enclosed ). There should be no references to me being in active bankruptcy when I am not. Furthermore, Capital One bank should not use that as a reason to not send me statements or anything else related to the active management of my account. 4 ) Remove all late fees, inspection fees, other fees Attorney fees : All late fees were intentionally fussed in, as Capital One would not credit the account when payments are made on time but rather delay. This bank has continuously used this method to intentionally pad the loan. Please directly respond to the three items I have clearly outlined above and stop sending responses that they have copied and pasted from past letters that do not address resolving the items I have clearly outlined above. I have attached bankruptcy discharge prove, and prove of payment checks. If this matter is not resolved ASAP, I will also file a consumer complaint with the Maryland Attorney Generals office.

Company response to consumer: Closed with explanation