Consumer complaint received 2018-03-11
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In XXXX of XXXX for a Capitol One credit card for XXXX XXXX ending in # XXXX we made a complaint against the merchant XXXX XXXX that began fraudulent debits the beginning of XXXX. More than 7+ debits were challenged and submitted to Capitol One. Monthly we inquired with Cap One and were told the process time to resolve the dispute was on going. Beginning in XX/XX/XXXX, we called Capitol One monthly and requested to pay the entire amount of the card off but were advised to pay the monthly minimum and once the disputes were resolved then we could pay the entire amount off. The Cap One representative indicated they would put in the notes this advice. We asked the representatives to call us when the disputes were resolved so we could pay off the card. Multiple times from XX/XX/XXXX to XX/XX/XXXX we were told this. Every time we asked for the notes to reflect our conversations. Our last payment was XX/XX/XXXX. We made a decision to stop making monthly minimum payments, as the net balance was not going down, there was no seemingly resolution in sight. We felt Cap One was monthly nickel and diming us with no intent to resolve the disputes. In early XXXX we filed a Power of Attorney with the company and requested all phone notes be sent to us. This request has never been acknowledged, much less complied with. Multiple times in XXXX representatives proffered their ECU department would contact us to settle the account. It has been our desire and our complete ability to payoff the card in its entirety. Finally on XX/XX/XXXX after speaking with a general representative attempting to again get a monthly minimum payment, we were successful in transferring to the ECU department. The initial agent offered to close the account for {$2300.00}. Mind you the credit card limit was {$2300.00}. We refused saying we had made 15 payments since XX/XX/XXXX and felt this was completely unfair. The agent said she could not negotiate anything lower. After we requested who to reach to do such negotiations she said she didn't know. After many minutes of expressing frustration, the agent transferred us to a supervisor. We expressed to the supervisor our intent to settle the card, pay off what we owed and close the account. Our offer was the initial {$2300.00} card limit minus a ball park figure of {$75.00} for each of the 15 payments. The supervisor said she needed a minute and put us on hold. The agent returned and stated in fact we had paid {$1300.00} ( not {$1100.00} the {$75.00} ballpark would have been ) since XX/XX/XXXX and offered a {$970.00} amount to pay off the account. We agreed. We spent several minutes going over policies the agent needed to inform us about and then were put on hold. After the hold, the agent came back and said the {$970.00} was a no-go and an amount of {$2600.00} was needed to pay off the card. 

We feel Cap One acted in very devious ways. We were the ones subject to credit card fraud by a 3rd party merchant. We consistently called monthly Cap One. We were advised not to pay off the total and just pay the monthly minimum. We always asked for these conversations to be put in the call notes and were assured they were. ( In fact, on the XX/XX/XXXX call referenced above, we were told by the ECU department that the notes couldn't be retrieved before XXXX -- -- How Convenient!!! ) We filed for a power of attorney, we requested a copy of all past call notes, and we never heard from Cap One. Not until we decided to stop paying monthly did we hear from them on a daily basis asking for a monthly minimum payment -- -even After we asked for them to stop calling. We were assured on several of these calls after explaining to a new rep what was going on, them profusely apologizing and saying they understood, that someone from ECU would contact us by phone to resolve this. Never Happened!

We still are willing to pay what we feel is the Fair amount, as we were in XXXX. Even though we have spent hours and hours ( guessing, well over 35 ) and would trust the government advising us of any action we could take against these seemingly purposeful and devious tactics. We have been a long time Cap One customer ... .bank accounts, several credit cards, loans ... ..we have today closed two other accounts and plan on closing our remaining business with them. This synopsis does not due justice to what has transpired over the two years, but we are willing to discuss further if it will actually make an impact. Thanks!

Company response to consumer: Closed with monetary relief