Consumer complaint received 2021-11-28
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MN
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:
Back in XXXX ( 1 year ago ) of XXXX I went online and applied for a CapitalOne Credit Card ; I was approved, given a {$7500.00} credit limit and the new card sent to me. I had very good credit. I received the card in XXXX of XXXX and used it within about XXXX weeks to make a gas purchase. I got my first billing statement in XXXX of XXXX and at the same time received a phone call from CapitalOne to " verify my identity. '' I felt this was odd as they already had sent and approved my card for me. I mailed my payment on XX/XX/XXXX for the balance of the gasoline purchase. It was approx. {$60.00}. The payment was due on the XXXX of XXXX. I mailed it through the XXXX XXXX  - Yes, in the height of the pandemic. A couple weeks later I got a call from CapitalOne requesting again that I " Verify my Identity. '' They asked for a copy of one of my utility bills, a copy of my social security card, front and back copy of my drivers license and a mortgage statement. I'm buying my home. They asked that I take pictures and Email or fax over to them. I don't have a fax and couldn't get them Emailed over the way they wanted. So, I took pictures of all, went to XXXX XXXX and paid to have them faxed over to them. I called them a few days later - they stated that " my payment arrived a day late and that they had assessed me a {$25.00} late fee. '' They also told me that they received the copies of my identity but that " they were not clear enough to read so that I would need to resend. '' I was frustrated with them doing this to me and the time, cost and energy it took to get this done. I drove XXXX miles to the nearest XXXX XXXX. I didn't resend right away but they sent me emails and called me to do this again. I called them back and spoke with the supervisor. I asked them to " waive the late fees of {$25.00} as I mailed the full payment to them and my balance was 0. '' By this time it got to XXXX of XXXX. I received another call and then I went back to XXXX XXXX again, paid again to fax and re-sent them over all that they asked for. I got another phone call from CapitalOne stating " that I will need to resend a third time as all the pictures were not clear enough. '' I asked them to waive the late fees. They said they could not do this but that maybe a supervisor could. By now, they put on another late fee which increased the amount I owed them to {$50.00} - strictly late fees/ no purchases. They then " Froze my Credit Card '' and I could not use it. I asked for a supervisor and they put me through to XXXX in the Fraud Department. I spoke with XXXX at length. She made this statement - " If you will just resend your identification documents I will waive the late fees. '' I explained to her that it had cost me money, time away from work and energy to do and that I would not send again. She stated " that the fax was not quite clear enough and if I would just do 1 more time, she will ensure that the late fees go away. '' I then asked her to remove all late fees and that the mail system, having sent the mail XXXX days earlier, should have been there on time and that I was not at fault for this happening. I also mentioned that Covid could play a role in extended mail delivery times. 
I was getting know where with her ( XXXX ) and I asked her this question at the end of our call which had now lasted approx. XXXX minutes : " If you needed to verify my identity so bad, why then would you have issued me a credit card that I applied for online, given me a {$7500.00} credit limit, send me the card, let me use it to make a purchase, and then AFTER the fact ask me to verify my identity? '' This makes no sense to me??? All she could say to me was, and I quote, " I don't know- I can't answer that question. '' In XXXX, XXXX and XXXX CapitalOne added more late fees to a total of {$130.00} that they said I owed them. They also put it as a Deliquent Account on my credit reports with all XXXX Credit Repositories. Having this on my credit reports has effected me negatively tremendously with creditors. I disputed their findings on my credit reports and wrote to all XXXX agencies accordingly. I am a Senior Citizen and feel I have been taken advantage of quite a bit by CapitalOne. I'm asking that they remove these files/ accounts off my credit reports and no longer hold me hostage with the negative they have had on me. 
Please help me with this. I appreciate any and all you can do.

Company response to consumer: Closed with explanation