Consumer complaint received 2023-12-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: WY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
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XXXX XXXX  You're now chatting with XXXX. 
XXXX, XXXX, this is XXXX, and welcome to our Capital One secure chat service! This chat will be monitored and recorded. 

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Can we start by asking for your first and last name? 
Welcome to our Capital One secure chat service! This chat will be monitored and recorded. 

Thank you for reaching out to our live chat today. To ensure you have the best experience we suggest you keep your chat window open, ensure you have a good network connection and close any additional tabs. This will minimize any problems while we are chatting. 
Hello! Good morning. It's nice to have you on chat. How are you doing today? 
You, Hi this will take a minute to type please I called and spoke with one of your people XX/XX/XXXX last month. I said I used the card but had no funds on it. 
XXXX, I will be right with you. 
You, I specifically asked XXXX was her name Even when I pay you on the XXXX or XXXX. Can I make my XXXX payment on the XXXX because otherwise it will cancel my XXXX order XXXX she said yes XXXX, I will be right with you. 
You, I need my bill to reflect XX/XX/XXXX bill for the month of XXXX. Late fee when I called today was waved however you at capitalone want me to pay more than my typical {$40.00} a month and I can not do that. 
The XX/XX/XXXX bill is where I should be XXXX, Let me pull up your account information first and see what I can do to help you today. 
For security purposes, I will send a " Validate Identity '' form and please fill it out with your details ( exactly how it appears on the card and profile ) then click " submit '' once you are done so I can pull up your account here. 
Validate Identity You, When I pay you the {$40.00} each month I always have about {$17.00} on the card to use Last four on card XXXX XXXX, Let me pull up your account and check what's going on. 
You, XXXX XXXX Last on social XXXX XXXX, Did you receive the " Validate Identity '' form that I sent? Kindly fill out the form so I can pull up your account from our system. 
You, The bill should be dropped from {$1000.00} It should be dropped by another {$30.00} let me look will that be on my email? 
XXXX, I sent it on this chat. 
Let me send it again. 
XXXX XXXX  You, ok I did it XXXX, Got it. Thank you. Please bear with me a moment while I locate your account information. 
You, XXXX XXXX, Thank you for your patience with me. I have your account ending in XXXX pulled up already. The current amount due is {$99.00}. 
Please give me a minute to review your account. 
Thank you for waiting! 
You, k XXXX, Upon checking, your current amount now is {$99.00} because it includes your missed minimum payment due on XXXX XXXX for {$35.00} plus the current minimum payment for XXXX XXXX which is {$64.00}. The late fee was charged because you missed your payment due on XXXX XXXX. 
The last payment we received was on XXXX XXXX which was still applied to your XX/XX/XXXX statement because your billing cycle ends every XXXX of the month. 
My apologies that you were given an incorrect information when you asked if it will be applied to your XXXX statement. 
You, Ok I understand But you need to understand When I called Your rep. I asked can I pay on XX/XX/XXXX because I ordered something on XXXX and used the wrong card. So my order wouldn't be canceled can I pay XXXX rather than wait until later in the month. And can it count for my XXXX XXXX. Your rep said yes There is no late fee nor additional fee it was paid on the XXXX of XXXX XXXX, I definitely understand where you are coming from. And I am sorry that it was not explained to you properly that the payment you will be doing on XX/XX/XXXX will not be applied to your XXXX statement since the statement for XXXX is not even generated on that day. Your cycle ends every XXXX of the month and the new statement will be generated on the XXXX. 
You, Her name was XXXX. She is from XXXX XXXX Time of my call was XXXX XXXX  Im sorry I'm not paying because your staff doesn't know what they are doing That is not my fault I've been with capitalone sense XXXX  And I've never missed my Payments XXXX, I will be right with you. 
You, k XXXX, There was a late fee charged on your account because the minimum payment due on XXXX XXXX due date was not received. Good thing is I see here that late fee of {$29.00} has been waived on your account today. 
You, And I'll say it again XXXX there is Not! 
My payment on the XXXX of XXXX was for the month of XXXX Because I asked and your rep said it was ok XXXX, I will be right with you. 
You, ok XXXX, I'm sorry but I am trying to explain to you what happened and what should have been done on your account. I acknowledged that it's XXXX of our representative 's fault that your payment was posted on your XXXX statement instead of XXXX. How may I exactly help you on your account today? 
You, I understand what happened Your not getting what I'm Saying XXXX, May I know how can we exactly help you? 
You, I normally pay by about the XXXX or XXXX even though its not due untill the XXXX or so. 
That is why I called on XX/XX/XXXX and asked specifically can I make this XXXX payment early so that I can cover the charges for my XXXX purchase Your rep said Yes and it would count for the XXXX payment XXXX, I will be right with you. 
You, XXXX XXXX, CFPB READ THIS. 
Let me verify your concern, are you asking us to post your payment of {$40.00} on XXXX XXXX to your XXXX statement instead? 
You, Yes That was what I asked XXXX and she said yes XXXX, I hear you. Let me verify to XXXX of our supervisors if that can be done. One moment please. 
You, What ever the bill was on XXXX XXXX that is what would have been paid around the XXXX or XXXX of XXXX ok XXXX, Don't worry I certainly understand your concern. I know it was not your intention to missed your XXXX statement. This may take a few minutes. Please bear with me. 
You, ok ty XXXXXXXX XXXX  XXXX, I will be right with you. 
You, ok ty XXXXXXXX XXXX  XXXX, I will be right with you. 
Thank you for waiting. I'll be with you in just a moment. 
You, ok XXXXXXXX XXXX XXXXXXXX, I will be right with you. 
You, XXXX XXXX, Thank you for patiently waiting! 
You, no problem XXXX, I did my best already but and I hate to say this but we can not really move the payment across statement cycles. Your payment will remain as posted on that day which is XXXX XXXX and still for applied for XXXX statement and the XXXX statement still needs to be paid separately. 
Right now, the amount due will still be {$99.00} due on XXXX XXXX. You can split your payments if that will be more manageable. 
You, Well I guess I'll cut up the card and you can let go to collection. There not going to get anything from me. And I don't care about my score. Your people need better training sorry its ended like this after 6 years but it not my fault. 
XXXX, The payment you made on XXXX XXXX still applied towards your full balance. 
You, You are wanting money I can't and shouldn't pay XXXX, Are you having challenges in paying the required amount of {$99.00} by the due date? 
You, Yes because I shouldn't pay it! Your Rep said I could do what I did and now retract and I'm left holding the bag. I did what you people said I can do. now I'm being punished for it. 
If you will check you will see every month sense I went with you. I've Never missed a payment Never and I always made the minimum payments required XXXX, I will be right with you. 
You, XXXX XXXXXXXX XXXX XXXXXXXX, I will be right with you. 
You, XXXX XXXX, CFPB READ THIS. 
I am really sorry for the inconvenience it may have caused you. However your are still responsible for any outstanding balance on the account because you used the card XXXX. We acknowledged that the previous agent provided you an incorrect information rest assured that I will send a feedback about it. We have waived the late fee charged on your account already because we know it was not your intention that the XXXX statement was not paid by the due date because you actually paid it earlier before the statement was generated. I understand that it's harder for you for you to pay now for this month since you did not expect that the amount due will be higher now and I am more than willing to help you now if you are having challenges in bringing your account back to current. 
By the way I have already sent a feedback about your previous experience that the agent has misinformed you. 
You, I'm sorry but I can not pay for the mistake of CapitalOne support. I've done nothing wrong and I shouldn't be punished because of your mistakes. I will record this conversation for legal purposes. You guys need to change your ways. My account is now canceled CFPB They have attacked me this day by taking XXXX points off my score. I want members of CapitalOne terminated. I want my points back Now! And wish to have a letter sent to all credit unions. CapitalOne does not have my permission to send my personal Information to anyone. If they do it's a violation under the XXXX XXXX. I removed my last four of social and of my bank card. My Phone Number is XXXX It will not let me edit. Thank you.

Company response to consumer: Closed with non-monetary relief