Consumer complaint received 2020-05-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
XX/XX/2020 Attention : Customer Advocacy Department. 
CC : Consumer Financial Protection Beureau. 
XXXX XXXX XXXX XXXX XXXX, VA XXXX I'm very upset, Agent XXXX   # ( XXXX ) really upset me with her lock of professionalism and willingness to help during this difficult times we are all facing, completely unacceptable! Someone like this should not be the face of Capital One. I believe she is located in VA. 

I had made a phone call on XX/XX/2020 to inform that I had been affected and I had been temporarily furlough from my job due to Covid-19 and requested an extension. I called again on XX/XX/XXXX to informed the situation remain the same and to ask for an additional extension because the state/county I live in still closed. Come to find out I had been charge a late fee for XXXX which I was not aware of, I explained to her my situation and she didnt help me and as a supervisor she was rood and didnt even take the approach to do whats right. I encourage you to listen to our conversation if it was recorded. How could I be charge a late fee if Im not back to work yet??? however, since I called back in XXXX I thought it had been taken care of, she stated I should have called back for XXXX as well, I really thought it had been handled, I wasnt aware I needed to or I dont remember being informed at this point to be honest, with the call I made in XXXX which I mentioned to her and tried to explain but she didnt listen. She refused to work with me on neither removing late fee or willing to work with me by giving me another extension, I have been very stressed and frustrated dealing with unemployment payment delays and I was only asking to work with me and to prospone payments, she was completely apathetic. For the record I have 2 other major credit card companies that have worked with me and even sent me a letter without a request extending as far as XXXX, showing how they are sympathetic and care about their customers. I cant believe that someone as Agent XXXX who is a ( manager/supervisor ) showed so little/none effort to help and she represents Capital One. It really affected me after I hung up the phone I was very very upset and disappointing that I had to battle with her to get some forgiveness until the situation in the country goes back to normal with no success at all. I thought capital One was a reputable institution. I advise that this Agent needs either coaching or be disciplined. With that being said, I will try to pay the balance as soon as I possibly can, as I have done in the past and I will cancel my Card with Capital One immediately after that. I will not use Capital One or recommend to anyone in the future. Very bad experience!! 

FYI I will also follow a formal complaint to the Consumer Financial Protection Bureau. 

Regards, XXXX. XXXX XXXX XXXX : XXXX Acct # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Florida XXXX

Company response to consumer: Closed with monetary relief