Consumer complaint received 2022-03-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NC
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:
Opened 2 Capital One cards a few years back. I opened up the first one on XX/XX/XXXX. The starting credit limit was {$300.00}. I was able to get a higher credit line offered to me of {$500.00} if I made my payments on time for, I believe the first 6 months. I ended up getting that line of credit and I also opened another credit card with them because I was trying to build my credit back up on XX/XX/XXXX. I would pay my entire balance off ( when I had the chance ) or make the minimum payment that was due. Well when Covid hit the U.S. and shut the schools down ( I have XXXX  children that were in my home, being schooled virtualy ) i called them numerous times, talked to their customer support a few times, a higher up supervisor, etc to inform them about my situation. At the time I was currently working but informed them I wasn't able to make a payment, I think for a month or so, because I was having XXXX on XX/XX/XXXX. I ended up actually having to resign from my job because my mother in-law could not watch my XXXX elementary school children anymore. So I once again called and spoke to a gentleman from their Covid department ( representative ), and he had explained to me that he would put me on this program they that had for those customers that lost their job due to the Pandemic. A few weeks later, I ended up getting emails, phone calls, after voicemails about how I was passed due on my payments, when was I going to be able to pay, and was basically harassed. I explained to the representative that I spoke to someone already from there prior about the situation and how he signed me up for both of my accounts on their program. I continued on about that I had to resign from my job, how I just had XXXX back in XXXX, was admitted back into the hospital again due to catching an infection ( XXXX ) and having another XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I ended up finding out that representative prior NEVER actually updated either of my accounts to having financial problems due to the Pandemic and lied about signing me up for that program. Now my credit score went from a XXXX ( that I worked hard to get up from a low XXXX ) back down to a XXXX. I even explained over and over, I wasn't able to get unemployment. My husband was the main person bringing in his check ( paid 2 times a month ), paying 2 car payments, electric, water, rent, cable, internet, 2 phone bills, car insurance, and putting food on the table. I tried to plead with Capital One but nope, they didn't care. So I wasn't able to pay my cards off, they closed both of them, they are still ruining my credit because the balance due is now over {$600.00} on one card and the other accounts {$220.00}. To this day ( XX/XX/XXXX ) I am STILL UNEMPLOYED. I have attached at least 71 screen shots of my payments that I made on time, and then because they lied to me my accounts are closed but still racking up interest and late fees.

Company response to consumer: Closed with explanation