Consumer complaint received 2020-02-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
In XXXX of XXXX i requested a payment plan to be in good standing with an account through capital one. The customer representative set me up for a payment plan, but did not discuss that this would keep me from being further reported as late. They also left me under the assumption that this payment plan would start and continue to keep my account in good standing. I was unaware that this payment plan would only prevent a charge off. They also stated that i set the account up myself through a mobile application. Although I tried to do so, the mobile application directed me to consult customer service directly, which i did and that is who set up the payment arrangement. 

The amount set by capital one was $ 35 monthly, which the rep stated to me would get the account in good standing. they did not request any lump sump payment or direct me to pay any lump sum to correct the account. I individually signed on and completed a lump sum payment a few days after this payment arrangement to further get the account into good standing. The reporting to the credit bureau is showing my payment as late which is incorrect as capital one requested payment be made each XXXX and my payment was made on the XXXX. 

Capital one is now reporting my payment history for XX/XX/XXXX as late, which is stopping me from applying to a mortgage. I apoke with rep one, who told me that the only way to resolve this would be to dispute it. rep 1 also stated that a {$79.00} payment was the " missed payment ''. I called and spoke to rep 2 rep 2 stated that there was no {$79.00} dollar missed payment history and that the account requested the full balance due be paid to turn the account in good standing. Rep 3 told me that neither of these were true and the only way target the account in good standing was to pay the minimum due which was a completely different total that reps 1 and 2 informed me of. I asked multiple times to speak to other supervisors. Rep 3 told me she was the highest I could go. Capital one falsely informed me of the purpose of the payment arrangement and in turn reported me as late when the payment requested was paid on time at the time of amount due. 

Also, i asked multiple times for the reps to pull the recorded transcripts, as before each call they inform you that calls are recorded. They told me the only way to do so was to start an investigation and yet this still does not help me. they were unwilling to begin the process of pulling transcripts which would prove that I was given false information on behalf of capital one.

I requested a letter to state that my account was not late.rep 1 sent me a letter that I could not access, rep 2 told me no letter was possible, rep 3 wouldn't even initiate further conversation about a letter and told me nothing would be written.

I have written the CEO of capital one regarding this, I have requested someone higher than an account supervisor. I have reached out on social media, and I am now writing you. this is stopping me from applying for a mortgage and it is capital ones mistake, not mine. I need someone to reach out immediately that is willing to find a resolution to this issue. I will not stop reaching out to departments until i get a resolution. I will make a report to the BBB as well as seek legal assistance. I have disuputed this with all credit bureaus as well. 

Please assist, XXXX XXXX XXXX

Company response to consumer: Closed with non-monetary relief