Consumer complaint received 2017-07-27
Company: CAPITAL ONE FINANCIAL CORPORATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Agent XXXX ' ( sp? ) stated to me on the telephone ( XXXX/XXXX/XXXX call started at XXXX PST ) that she could " Push the due date out from XXXX XXXX, 2017 to XXXX XXXX, 2017. In this same conversation she stated that according to Capital One 's service agreement, payments made by the due date will not be subject to " Late Fees. '' She then proceeded to state that if some stated amount was not paid by XXXX XXXX, 2017, a late charge would be assessed. This statement is in direct conflict with the statements she had made previously. Regardless of this contradiction, she continued to state that she would " push out the due date '' but refused to stand by Capital One 's service agreement and not charge late fees if all past due amounts were paid by that date. As this agent had been double speaking and making offers that amounted to pay now veiled as " payment plan arrangements, '' I requested to speak to a supervisor. When XXXX came on the phone, I explained to her that XXXX ' had stated that she would " push out the due date to XXXX XXXX, 2017, '' but she refused to adhere to Capital One 's service agreement and not charge late fees if all past due amounts were paid by that date. XXXX avoided that issue, and explained to me how fees can be added into an account over time. I finally stopped her, explained that the details of accounting are not lost on me, and attempted to get her to address the question of XXXX 's false promises. At this point, XXXX refused to cooperate. I then stated to her that this call was recorded, and that in review it will be clear that XXXX ' stated at least 5 times that she would " push out the due date. '' I also stated that XXXX ' defined the term " due date '' according to Capital One in the phone call. XXXX 's response was, " If you want to pull the call that can take up to 4 weeks. '' I said, " Great, do it. '' Without another word, I heard ringing, and XXXX ( ID # XXXX ) somewhat confusedly answered the phone. At that point I had to re-identify myself with XXXX and explain the specific statements made to me by XXXX '. XXXX then attempted to explain the basic accounting of their billing system to me. After giving her a short time to feel she was heard, I redirected her to the real question at hand. Are you ( Capital One ) going to stand by the terms of your service agreement, and statements of your agent by " pushing the due date out to XXXX XXXX, 2017 '' and not charging late fees if all past due amounts are paid by that date. XXXX refused to comply. At this point I demanded a copy of the phone call and informed her that a complaint to CFPB would be filed. XXXX refused to provide a copy of the call, or a copy of the transcript of the call. I then stated, " In that case you no longer have my authorization to record anything I say. '' XXXX then said, " If that is what you want sir, then I can only advise you to hang up because I can not turn off the recording. This is EXTREMELY unsettling to me. Federal and State Laws state that recordings of conversations between persons can only be made with their consent. I have removed that consent from Capital One, and they have stated that they will continue to record my conversations with them anyway.

Company response to consumer: Closed with explanation