Consumer complaint received 2023-01-10
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
On XX/XX/XXXX I logged into my account for the first time in the last few months and noticed that one of three my accounts with Capital One ending XXXX was past due. I was quite surprised to find it out knowing that it was enrolled into autopay. I called the customer service. Customer service specialist explained to me that at the moment of enrolling in autopay I chose an option of paying a fixed amount of {$150.00} ( which was twice exceeding a minimum payment at that moment ). However, in XX/XX/XXXX, the balance transfer offer ended and I started paying an interest, which resulted in a minimum payment exceeding a chosen autopay payment of {$150.00} and acquiring late fees. I expressed understanding of the situation and asked representative whether I was informed about the changes and the account was behind not meeting minimum payment requirements and accumulating late fees and interest. Representative affirmed me that since I was enrolled in paperless statements, I was informed about all these things ( late fees, missing minimum required payments, interest charges ) via email. Upon this statement from Capital One representative, I went to my email boxes and checked all mail whether it was inbox, trash or spam. I was not able to locate a single email from capital one excluding the one from XX/XX/XXXX when I was sent a transcription of chatting with an agent via the website messages. 
I explained to Capital One representative that I never received emails and she put me on hold and after 15 minutes of waiting got back with me confirming that I was not, in fact, receiving emails. She explained that emails could not be sent to the email ( XXXX ) that was chosen as primary and the best she could do was reversing last payment for late fees for {$40.00}. 

I disagree with an offered solution. I consider an inability ( if there was any, since I received emails from Capital One with transcription of chatting on the website with an agent ) of sending paperless statements and warnings of the account status as a trap maliciously designed for customers like me. Who have great credit score, pay on time and who have multiple accounts, so they can not track all transactions and, thus, rely on autopay. We could say that this situation did not have a malicious intent and emails were not sent by mistake, error, some weired system glitch. However, the further assistance in resolving the issue clearly shows that it was not the case. 
Since Capital One failed to inform me and did not put any effort of contacting me to inform me about the increasing minimum payments, past due fees resulting from the fact that the autopayments were set up at lower amount than the minimum payments and interest charges, I request to return back to the point before all these fees started to accumulate and refund me all money charged for interest and late fees since all of these happened due to Capital One failure to provide me with monthly paperless statements, failure to contact me over the phone, failure to contact me over mail. I already paid out the credit card balance in full and request a refund for the following transactions : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation