Consumer complaint received 2018-08-19
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
So, my name is XXXX XXXX. For the past few months I have been late on a particular Capital One card. I have strategically avoided being reported 30 days late though by making sure its never this far behind. 

On XX/XX/2018 I made a payment in the amount of {$50.00} to my Capital One account, via the app with a debit card. XX/XX/XXXX was definitely due, however in this case I was paying the past due amount from XX/XX/XXXX. The account was four days from being reported 30 days late.

When I make a payment the app will usually give you a confirmation number, this day it did not. It gave an error message, but I still got a text notification from my bank about the transaction. Okay cool. I didn't think any thing of it. 

Well I get on the app about a week or so later, I'm none the wiser that they haven't even gotten or processed and applied this payment to my account even though the money was taken. 

So I call and they issue a payment adjustment on the premises that I fax over proof the payment was made within 30 days or so of the adjustment. That took long enough. The agent on the phone, needed to call the financial institution and verify that there was a transaction. 

First of all, prove I didn't make the payment. So, I go ahead and send over a screenshot of the mobile app via a faxing app in my phone ( which is an awesome app btw ) and don't think anything of it. 

Well I call about 4-5 days later and they tell me that this screenshot is too blurry and the best thing they need is a electronic funds transfer report from the financial institution and not even a statement of my transactions for XX/XX/XXXX cycle from the bank will work. Okay. Wow.

They didn't even send me a letter to notify me, here I am only getting the standard letter that they need this type of proof, however in my mind I know sometimes these letters are automatically generated so I really don't pay too much attention. 

I call the bank ( like they want me to ) and ask for a statement or electronic funds transfer report XXXX well this isn't a bank and I kept trying to explain that to Capital One ) and they say my account doesn't cycle until XX/XX/XXXX and it costs {$5.00} and they can't do a funds transfer report they can only do a statement. This a problem, cause Capital One said they need proof of where the payment went to and the electronic funds transfer report will show where it went to, or what account number. So they can't provide this. 

Are you kidding me? You're putting me through all this XXXX when YOU lost my payment Capital One. I am so upset and disgusted. The biggest thing I'm concerned about is that they issued an adjustment and if I couldn't provide that proof, I'd have to be reported late to the credit bureaus for their app 's error or mistake. 

Fast forward, I'm on the phone with a supervisor at the payment investigation department ... I'm giving them the card number, account number, they can not locate this payment or seem to locate it ANYWHERE like it's just GONE. So I get sick of it and I say okay, here 's what we're gon na do ... I'm gon na dispute the charge ( since it's not like you can find the payment anyways ) and I'm going to go ahead and make the payment again. And then catch up on the payment due for XX/XX/XXXX and XX/XX/XXXX so I don't get anothet 30 day late report even THOUGH it's there fault and I wasn't ever 30 days late. The XXXX. 

But I do this knowing I will still have to try to get proof that the payment was made and that I would be 30 days late after the payment adjustment is revoked because of failure to provide proof of payment. Again, fast forward. I look on my XXXX report and find 1 late payment from the Capital One account ending in XXXX. This is absolutely nutts, I made a payment late but the bottom line is it was made before it was 30 days late and they LOST IT. 

So now, not only do I have a late payment on my credit report, I even went back and paid XX/XX/XXXX after disputing the {$50.00}, then paid the current total amount due for XX/XX/XXXX and XX/XX/XXXX. Not its not due until XX/XX/XXXX, and THEY STILL reported me late for their error. T
his is absolutely crazy and I am on here today because it's not showing on XXXX, or XXXX  as of yet and the funny thing is my score went up when I updated it even though I got my first late payment ever in 4 years of credit history. 

Please help me someone I am beyond frustrated with Capital One and the bank that the prepaid card is issued through is beyond abysmal and doesn't seem to be competent enough to get ahold of them and I feel like there's no solution, because they can't provide an electronic funds transfer report ( which will show the account number the payment went to ) they can only provide a statement, which according to capital one isn't proof enough to prove I made the payment on XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief