Consumer complaint received 2019-09-20
Company: CAPITAL ONE FINANCIAL CORPORATION
State: KY
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 made a payment on the CapitalOne system that did not go through. As a result, a 30 day late charge went through to my credit report. 
At this time, this card was not in use, and the only " charge '' being made to the card was a three dollar fee, which we regularly paid. As this card was not in use at the time ( outside of the {$3.00} fee ), I went through the regular payment process and believed the payment to be correctly applied to pay this {$3.00} fee. 
In the next month, I found that my fee was now {$6.00}, and further found that my account was reported as 'late ' upon checking my credit. I contacted CapitalOne immediately to pay the back fee amount and to have the alleged missed payment addressed, but they claimed they could not find the instance where I attempted to make the payment. 
I explained that I went through all the regular processes to MAKE this alleged late payment, and that -- for reasons unknown to me -- it did not apply in their systems. I asked them -- as a customer since XXXX, making all of my payments on time -- to remove my alleged late payment as a result of their systems error. I regularly made payments when using the card for charges and regularly made my monthly fee payments when *not* using the card, and had no reason to lapse in my responsibility as a credit consumer -- particularly since this was only a {$3.00} fee charge. I had every reason to believe the payment had been made, and no reason to lapse in my regular payments for my oldest credit instrument. 
Upon investigation by CapitalOne, I was told that no record of the payment could be found, and that they were required by law to report this to the credit bureaus. My insistence that I had made the fee payment and that -- if a system error was responsible, there would, of course BE no record of the payment -- fell on deaf ears. 
Trying again to report this as a systems mistake after another reliable 18 months of on-time payments in XXXX was also ignored -- and I was told, once again, that they were required by law to report my late payment to the credit bureaus. 
I attempted again to dispute this alleged late payment with the credit reporting bureaus themselves, but the dispute was listed as resolved in CapitalOne 's favor with no additional information or explanation supplied to me. 
I now have a decade of credit history with a nearly 100 % on-time payment record save for two computer systems errors -- one of  them with Capital One in XXXX of XXXX. I am simply trying to clear the record and have this slight inaccuracy removed from my credit report, and have tried every avenue with CapitalOne to have them take responsibility for their systems error. Capital One is the first company to extend credit to me, and for that I am and continue to be an appreciative CapitalOne customer -- but as a responsible consumer with now over {$70000.00} in available credit, a consumer who always pays his bills in good faith since I signed up with CapitalOne in XXXX, it seems like a small thing to ask to have this credit company end this squabble over a regularly PAID three-dollar fee that, again, for reasons unknown to me -- was never applied to their systems.

Company response to consumer: Closed with explanation