Consumer complaint received 2019-04-30
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
In XX/XX/XXXX I purchased a XXXX XXXX XXXX with Capital One being the lease holder. 

Within the first couple of months, my account assessed a late fee in which I paid. I called on XX/XX/XXXX and spoke with XXXX to inquire about what day of the month are late fees assessed and how much so that I would be aware going forward as I only get paid once a month and need to know how much to add to my regular monthly payment. 

I called on XX/XX/XXXX and spoke with XXXX regarding the late fee I previously paid that was not applied correctly and requested that the payment be reversed and reapplied correctly according to my contract and XXXX offered to " waive '' the late fee that I had already paid and I asked that he not " waive '' it and to please do as I ask but he advised that in the end, this would be better for me since the funds that were intended for the late fee was applied toward principal and that it should not occur again in the future. 

I requested a payment history to show the application of my payments ( attached ). 

I received a letter dated XX/XX/XXXX stating that the account status is current ( attached ). 

I assumed this issue would not occur again but began experiencing issues in XX/XX/XXXX. I spoke with XXXX on XX/XX/XXXX regarding the late fees are not being applied as I pay them and found out that the late fee that keeps showing up is from XX/XX/XXXX that I had paid that was never applied correctly and was supposedly " waived ''. 

I called on XX/XX/XXXX and spoke with a female team member to explain my issues but she was unable to assist and advised that I would need to still pay the late fee. She did not understand that I have paid each and every late fee monthly and how the funds were be applied by her employer. 

I called on XX/XX/XXXX and spoke with XXXX in the Resolution Department and was advised that I need to call in each and every month to have my payment applied correctly. 

I called again on XX/XX/XXXX and spoke with XXXX and tried to explain to him that the automated system is giving out different figures than what the monthly billing is showing and from what he was providing. 

During one of my many calls, I requested to speak with someone in the Presidential 's Complaint Department and spoke with a female and explained the entire series of issues and she wanted to me explain it again to one her co-workers. 

I can not call Capital One every month for 7 years ( the length of my contract ) and explain to every employee of the issue of pending late fees that I have legally paid yet the company refuses to apply correctly. 

I am not an employee of Capital One and do not feel as though this is the responsibility of the customer to ensure the lease holder applies payments correctly. This has weighed heavily on me for the past three years and has cause me emotional distress trying to correct the company 's error. This has been very exhausting and is a shame that I have to go this far for the company to know and understand they are putting their customers in a tough situation. 

I want to ensure Capital One to reverse all the payments that have been made to date including the late fees and reapply them correctly including all the late fees and I want to have this confirmation in writing from them. 

I also want confirming in writing that they have not reported anything negative on my credit for this account to date and request this in writing as well. 

I am attaching a copy of the main page of my contract, all my monthly statements from XX/XX/XXXX to current date, payment histories and letter for back up for your review and confirmation. 

Please reach out to me if you need further information to resolve this issue.

Company response to consumer: Closed with explanation