Consumer complaint received 2020-06-23
Company: CAPITAL ONE FINANCIAL CORPORATION
State: IL
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
**The previous page did not allow me to actually select an option that fit my situation, I apologize** Capital One promised by email to return my account to 'good standing ' if I paid {$610.00} by XX/XX/XXXX. I took half of my stimulus check and paid the amount before XX/XX/XXXX but my account is restricted and remains so. I spoke with an account specialist approximately a month ago and promised to pay an additional {$33.00} ( in addition to the {$50.00} auto pay amount ) on my next payment date of XX/XX/XXXX. I missed making the payment by one day and when accessing the website on XX/XX/XXXX noticed that a different amount was due ( {$25.00} ). I paid the {$25.00} but saw that the account was still permanently restricted and would not be unrestricted. 

I am just now able to review their previous response to my complaint ; I could not access the website to review and was unable to retrieve my mail from the PO Box to which it was sent due to COVID-19 ; however, my concern is this : **If my account were going to GO on restriction, why was that information not put in one of the emails that I received between XX/XX/XXXX and XX/XX/XXXX that indicated that my account was in danger of being charged off? Instead. I was told that my account would remain current and in good standing if I paid before XX/XX/XXXX. So, in XXXX, when I received the stimulus check ( the only way that I could make a large enough payment to satisfy Capital One ), I paid the requested {$610.00} to bring my account current. Because the emails stated that would happen, I expected it to be so. However, upon going online in late XXXX/early XXXX to verify receipt of the balloon payment ( I received no confirmation of payment from Capital One ), I noticed that my account was 'restricted '. The account specialist that I spoke with put in a request to have the restriction lifted but upon checking today, XX/XX/XXXX, I discovered that the restriction WILL NOT be lifted. It is disappointing and frustrating, I feel that Capital One misrepresented the facts and did not uphold what was stated in the email. I have struggled to pay something every month since I have had the account ; Capital One seems to want to push me to pay more than I can afford -- we agree to disagree on that point : I have multiple bills to pay and EVERYONE has to be paid, not just Capital One. I do not believe that they acted in 'good faith ', I do not believe that they have been honest -- I paid {$610.00} to them expecting for them to restore my account standing ; I could have used that amount to pay on several other essential bills. At this point, nothing will satisfy Capital One and they are unwilling to compromise ( a compromise to them is that I pay what they want despite my inability to pay that amount : I on the other hand, have made compromises : I have increased my original auto pay from {$35.00} to {$50.00}, I have paid larger amounts including the {$610.00} balloon, and I agreed to pay a one-time amount of {$83.00} ( which turned out to be {$75.00} ). I can not /could not pay more but am paying every month. Again, I am disappointed, frustrated and feel hopeless that this was not resolved to mutual satisfaction. I am further dismayed since it seems that Capital One said made a false claim to get me to make that large balloon payment of {$610.00} and then, reneged on the statement to restore my account to 'good standing ' once that large payment was received. I feel that I was lied to, I was lied to and it does not feel good, at all.

Company response to consumer: Closed with explanation