Consumer complaint received 2019-02-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
The purpose of this letter is to address an issue that occurred with my Capital One card. I have been a customer of Capital One for over 18 years and have always paid my bills on time and have never had any late payments and or negative history with my account. I have been an extremely responsible card holder/customer with Capital One as well as the other accounts that I have. The issue that I experienced is that I received a letter today ( XX/XX/19 ) via US Postal Service stating that my account was about to be 2 months past due. The moment that I read the letter, I was startled because I know that I set up my account on automatic payments. The automatic payments that I set up for my Capital One card was a fixed payment that was over the minimum payment due because I have always paid over the minimum amount due. 


I contacted Capital One customer service and was informed that my account was in a delinquent status because I had not paid the amount that was due and I was also incurring late fees. The issue that I have with this is that my account continued to deduct {$60.00} to my checking account, so I am still confused as to how I can be delinquent and past due if I have been making payments on this account since I had a balance. I am very frustrated, bothered, annoyed, and at the same time saddened that this issue has occurred. Capital One sent me a letter to provide notification of my account status several months after the minimum payment changed, and after the credit bureaus were contacted regarding my account. My first and utmost concern is that fact that I have Excellent Credit with scores in the 800s. However, I checked my credit score that is provided by Capital One and realized that my score went down approximately 106 points. This situation is completely unjust because I feel that Capital One has a reputation that they provide unmatched customer service and provide customers with information regarding their credit scores to assist customers in their financial responsibilities. The situation that has occurred to me could have definitely been prevented if Capital One would have sent prior notifications via US Postal Service providing notification of my account status as well as the  possibility of being reported to the Credit Bureaus. 


Being a Capital One account holder for over 18 years, I have been responsible and my account has always been current and paid on time. The situation that occurred was due to a lack of due diligence on the part of Capital One and I strongly feel that Capital One should have made every reasonable effort to have reached out to me to provide critical information regarding my account as well as the situation that was occuring regarding my account being reported negatively to the Credit Bureaus. I would greatly appreciate if this situation can be resolved by a thorough investigation being made into my account to determine that there was truly a lack of support as well as a failure to provide me with the necessary notification to prevent this issue from occurring. As previously stated, my main concern is that my credit score has been affected due to the negative reporting that ha been made to the Credit Bureaus. I would greatly appreciate if the negative reporting is redacted due to the fact that payments were being made to my account as of this billing cycle. Thus, it is truly inaccurate to state that my account is past due or that I have not made payments to my account. Throughout my 20 years of having credit cards, loans, etc, I have been an extremely responsible customer as evidenced by my credit score always being Excellent and over 780 credit score. The reason that I am mentioning this is because at this point, my main concern is for a correction to be made to my credit reporting regarding my account because it is nonfactual to state that my account was not being paid when payments have been made on a monthly basis. In addition, every credit card company has an option online that if the fixed amount is less than the minimum payment that the amount would be adjusted to reflect at least the minimum payment. Although the minimum payment appeared to have increased as of XXXX, I was not provided with this information throughout the 3 month period in which this was occurring. 


My hope is that my issue can be resolved because I strongly feel that Capital One should have provided every reasonable effort to reach me, such as sending physical mail to my mailing address. The only physical mail that I received from Capital One was today to address the past due account status which resulted in me contacting Capital One immediately and speaking to Capital One representatives for over 3 hours to provide clarification regarding this issue. I humbly request for my situation to be viewed in a manner that is just, understanding, as well as consideration being made as to my account history and the fact that I was not provided with many means of notification ( such as phone calls, physical documents being mailed ) prior to the actions that were taken on my account. 

Capital one was contacted and they responded that a " dispute '' would be placed on my credit reporting, however this manner that Capital One attempted to resolve the issue has not remedied the issue as well as the inaccurate reporting to the Credit Bureaus.

Company response to consumer: Closed with explanation