Consumer complaint received 2016-01-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
My complaint involves Capital One. Originally, this was a GM credit card, previous to Capital One acquiring the account. Once this account was acquired by Capital One, I experienced constant problems with this company. There are several issue 's with this company, these issue 's have escalated to the point of being unreasonable. Formal and legal disputes have been made by me. Against my better judgement, I spoke to an representative XX/XX/2015, and reached an agreement with this individual. I gave verbal permission for XXXX payments to be automatically deducted from my checking account. ( I was told this conversation was recorded. ) And in fact three {$59.00} payments were deducted from my account, in XX/XX/XXXX, XX/XX/XXXX, and XXXX 2015. On XX/XX/XXXX, I realized that Capital One had not honored their part of the agreement. I placed a call to the company, a representative and a supervisor, both admitted to listening to the recording, but could not explain why this company had not honored the agreement. I was assured that there would be a complete investigation and someone would get in touch with me, within 10 days. ( which never happened. ) Once again, I called this company and was told that a payment had not been received on this account in over 120 days. When questioned this individual could not answer any questions, she could only state what was on her computer screen. XX/XX/XXXX, an individual called my home, basically demanding a payment or a payment arrangement. When the situation was explain to this individual, he stated that he would put a 10 day hold on the account, so there would be no late charges added to the account. My payments had always been made through the capital one website. On XX/XX/XXXX, I was blocked from my account, which prevented me from making any type of payment. I made yet another call to Capital One and I was transferred three times, due to no one being able to answer my questions. Finally I was told to call a different number. A XXXX, informed me that my account had been closed, then charged off and had been put up for sale. Yet, he still wanted me to make a payment during that phone call. Capital One has flat out refused to supply information, that was formally and legally requested. They have lied during every single phone call. This company is unscrupulous, unethical, lying thieves. Yet, they seem to enjoy threatening, many attempts at intimidation. It is ridiculous how this company believes that they are beyond the law and can flat out refuse to explain and/or justify charges. This company has received a payment on this account every single month. This can be proven through bank records. Due to the fact, that I have caller ID, I can prove that there was no follow up call, to address my questions. This is just a small example of the most recent issue 's that I have encountered with this company. There are many more. My biggest question to the company would be, If in fact, Capital One, is a fine, upstanding, legitimate company who follows all law and regulations, if in fact they have nothing to hide, why have they refused to supply the detailed information that has been requested? I know beyond a shadow of a doubt that I am not the only consumer who has experienced this type of treatment from this company. I am considering legal action, in addition to filing formal complaints with the Attorney General 's Office.

Company response to consumer: Closed with explanation