Consumer complaint received 2023-04-15
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I recently submitted a separate complaint regarding Captial One 's disinterest in working with me to catch up on late payments as a result of the ongoing COVID-19 pandemic, and to design a payment plan which I could afford and use to get caught up. 

In that complaint I mention, several times, that Capital One asserts through their email messages sent to me that I have payment options available, and that they are 'willing to work with [ me ] ' or that they want to 'work on [ my ] account together '. Also in that complaint I detailed how this marketing is clearly misleading and not applicable, as I have been denied these supposedly-available payment plans every single time I call their customer support team, as these emails which I receive continue to 'encourage " me to do. 

I received another email today ( XXXX XXXXXXXX XXXX XXXX PST ) with a stock photo graphic of a man shaking someone's hand and the text, 'We 're on your side, ' on the left side. Beneath this is text which reads, 'Together, we can get your account back on track. ' Below that is the usual content of these emails, and finally at the bottom, we get this text, 'oure our customer, and we want to provide you with payment options tailored to your needs. ' Again, a clear falsehood as applicable to me, yet they keep asserting they are willing to work with me ( they are not ) and that I have payment options ( I do not ). The email closes with the line, 'Well always do our best to work with you. ' Again, a falsehood.

Capital One has been given multiple opportunities to assist, as was described in my recent complaint regarding 'struggling to pay my bill '. The company 's low-effort, canned response made it clear to me that, no, they are not actually willing to work with me. They continue to shove this marketing down my proverbial throat despite their records showing that I do not have options through Capital One. We already went this route. Twice. Both times resulted in zero tangible assistance. 

This is now my second complaint about this company, albeit now for a completely different reason. I am not sure I have ever encountered a so poorly coordinated financial institution. XXXX doesn't have this problem. XXXX XXXX doesn't have this problem. My credit union doesn't have this problem. So, why is all of this so difficult with such a large corporation who should have the resources for cutting-edge CRMs and data storage? 

An attorney is being consulted regarding this ongoing harassment, potential violations, and continued assertions of services available that have been confirmed multiple times to not be applicable or available. 

Edit : I just received yet another one of these emails while typing my response to the fair resolution section. On the XXXX XXXX XXXX XXXX  PST, 34 minutes after the one mentioned above. Unbelievable...

Company response to consumer: Closed with explanation