Consumer complaint received 2020-02-13
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have a Kohls card with Capital One Bank, and I had my account set up on auto pay. It has been set up on auto pay for about 5 years. The early part of 2019 around XXXX, my auto pay failed, it was as if I did not have auto set up. I had set up XXXX extra payments to pay around this time, and those two payments posted to XXXX and XXXX ; however, it was not enough to cover how much the minimum monthly payment of {$27.00}. Although it was not enough to cover it, Capital One took the payment, and did not contact me to let me know neither months, that they failed to receive the minimum payment, since they got most of it. However, in XXXX when the extra payments were no longer posting to the account, they contacted me by phone and advised me. I returned their customer service call, and immediately made payment to bring the account current. They waived the late fees, and set up 3 payments for me to ensure my account remain in good standings while I figure out what happened to my auto pay. They advised me it was removed online in XXXX. I took them, I did not do remove it, but they were not concern. Some weeks later, I learned that they reported to the credit bureau that my account was over 60 days past due. I have called them several times in regards to this, but they refused to remove it, and tells me that it is not fair for them to remove it because it clearly reflex my account. I have pointed out several times that since my auto pay was removed, it didn't clearly reflect my intent or ability to pay because my account was taken off autopay and I believed it to be taking care of the bill. Also, I pointed out that they failed to contact me until the 3rd month, because they were getting most of the payment for the first 2 month, and did not receive a payment at all in the 3rd month. Then they contacted me by phone. However, when it came to reporting to the credit bureau, they went with the first month in which they did not receive the full minimum payment. This is unfair to me. If they had contacted me after the first month of not receiving the minimum payment, then I would have corrected the issue. I feel because they received most of the minimum payment, except two dollars, they were content and did not contact me ; therefore, since they disregard these 2 months in receiving the payment, then they should have disregard them in reporting. They did not report until XXXX, and they reported for 2 months saying it was more than 60 days, going back to XXXX, in which they disregarded earlier. I have requested investigation into what happened to my auto pay several times and nothing. They never really respond back to me, but the standard letter that they can't remove it because it correctly reflects my account. They refuse to believe me that the autopay and payment they set up malfunction on my account. I scheduled auto pay again in XXXX when I found out it was removed, but it take a month to take effect, so I left the pre-set payment in which the agent help me to schedule. Out of concern that I will get another 30 day late, I checked behind the agent and went on line to see if I can see the 3 autopays scheduled, and I could not. They were not showing up when I log into my account. So, I scheduled 3 more myself. Therefore, the next month, I had 2 payments to post to my account, still I could not see the scheduled payment when I log into my account. I could not even see the ones that set up. Therefore, my auto pay was back on the account for the next coming up month, and I called Capital one 's customer service and requested that they remove the additional 4 payment I have set up for XXXX and XXXX, two for each month. I was very clear in direction, advising the agent that it was two set up for each month. The agent only removed one of the two for XXXX and XXXX, and left one of the two scheduled. In XXXX, I had 2 payments again to post, the autopay, and the manually scheduled payment, as well. I call them, and the representative said there was nothing she could do about it since it was already posted. She assured me that they were all cancelled now, and no additional will come out of my account. I told her or him, that I will dispute it through my bank, because they did not have authorization for this payment. She said okay that is what I will need to do, but when I did this they charged me for a fee for a return of payment. The next month, they took and posted the XXXX payment which was set up, as well, after the rep stated it was cancelled. However, they did not take the auto pay too. I guess they wanted the manually schedule payment because it was for more than the autopay. I did not dispute this with my bank because I did not want to be charged a return check fee again. I would like to dispute it with you. 
So I have two disputes, the 60+ day late on my credit, and the unauthorized payment taken out of my account for {$60.00}.

Company response to consumer: Closed with explanation