Consumer complaint received 2018-11-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NV
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:
The following described trouble and phone calls occurred in XX/XX/XXXX and XX/XX/2018. 
I applied for and received in the mail a credit card from Capital One. I began using it and after approximately one month I had a sense I should have received a bill and I had not. I called the company to let them know I had not received one. 
I reached a representative in the XXXX. She seemed to speak serviceable English and I gave her my complete address. She seemed to indicate that she had made a correction, saying no suite number was included at all in the address they had in the system. At the conclusion of the call, I was under the impression the problem was solved. A week later, I noticed I still did not have a bill. 

I called back and asked to be transferred to the U.S. I let the rep know I still did not have a bill. She asked me for my address and I gave it to her. She said it was missing part of the suite number and she asked me for the code on the back of my card. I gave it to her. She said the address was wrong and she changed it. She said my bill was due and my minimum payment was {$40.00}. I agreed to send it. She gave me an address to mail it to. 

I called back the following week. Asking where my bill is. I went through the long process to get through, and spoke to a rep in the U.S. who said the bill had never been ordered. She also said they had not received my payment. I had forgotten to send it ( which is always the case when I don't have a bill! ) So I went home and immediately sent it AFTER I confirmed AGAIN my mailing address, which according to the representative was now in the system correctly. I told her to back out the late fee, since I never got the bill and the address is wrong. Now, my call got cut off because the cell phone service in my town is bad, but we had been speaking for a long time and she had my correct information, so there is no reason why the problem should not have been fixed. 

Today, XX/XX/XXXX, I finally received my bill and it's a miracle that I did. The address is STILL incomplete! They are missing part of the suite number after having been told it multiple times! My conclusion is that this is not an error, but a deliberate attempt to invalidate my terms. 

This evening, I called the company for a fourth time to correct it. It takes a long time to get through to a representative. Then you have to tell the XXXX rep to transfer you to the U.S. Then the U.S. girl wanted me to go through all of the security protocols and I told her I got my bill but the suite number is  STILL incomplete. She wanted the code on the back of my card again. I refused. I have gone through all this mess and nonsense and they're saying they're putting through these changes and they aren't. 

The rep asked me if I wanted to speak to a manager. I didnt, but I said sure. 
I started off with the " supervisor '' explaining everything I have explained to you. My call started to cut out because of the bad reception, but it didn't drop. I heard her mute her side of the call and I kept repeating OVER AND OVER the suite number that they need to correct on my account Now, we had been talking for quite some time and I don't know what she thought was going to happen, but she asked me for the code on the back of my card again. I told her I wouldn't give it. I'm not going to dig out my card again. I have already verified it with the company multiple times. They aren't fixing it. She started up with that " our policy '' nonsense. And I told her I don't give a XXXX about her policy, or possibly with any strong swear word in there. I don't recall. 

Then she started with that " if you don't conduct this conversation in a manner '' blah blah blah. When I have been BEYOND patient with these crooks! So that set me off big-time. I started swearing, screaming, and going crazy on her. I said I was tired of BEGGING for an effing bill from this company. I am not taking this XXXX any more. And I dont know what all else, but I am not sorry for one word of it. They are on-purpose screwing with my credit and my account terms. Nothing they say will convince me otherwise. 
They obviously have no desire to fix the problem. They aren't solving fraud, they're causing it. They have my credit report, which has my address all over it. NO OTHER company, financial institution, credit industry organization, banking establishment, IRA, 401K, lending office, city, utility, or real estate solicitor has gotten my address wrong. Capital One is the first one. So I know the problem is not on my end.

Company response to consumer: Closed with monetary relief