Consumer complaint received 2022-02-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: AZ
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:
Was on the phone with Capital One Credit Card Department after finding out my social security number has been compromised according to their XXXX and they also sent me a fraud letter. Both of my credit cards have been in good standing for many years until XXXX pandemic started - I did get sick for a while and their app kept showing me approved payments from autopay - received no notifications that stated otherwise or phone calls or notices in the postal mail. Like I mentioned earlier, XXXX showed a fraud later from Capital One stating that some unusual activity has been showing up on my account and online. Ok so I first called Capital One around XXXX XX/XX/2022 after checking my account and noticed that I owed like {$350.00} on each card for " non-payment '' and half of those were late fees per card so total would be about {$240.00} x XXXX cards = {$480.00} approximately " late '' fees. I spoke with XXXX ( badge # XXXX ) from the XXXX and she stated that " her system would not let her refund late fees '' and she wasn't from the fraud department but will get me down there to get the fees refunded. ( While I was on the phone I did make XXXX payments on both cards ) XXXX also stated she was not allowed to do a payment plan. (???? ) During the transfer, I was either hung up on or call disconnected. I called again and got to collections and spoke with XXXX ( Badge # XXXX ) and she stated that she could not do a payment plan (??? ) even though the account was closed due to fraud nor can she refund late fees regardless if there was a discrepancy on the account or app because when she tried, her system would not let her - I asked if she can transfer me to fraud department, she got me to a person named " XXXX '' which I believe wasn't even his name. XXXX said his badge number is XXXX from the XXXX and he was a " XXXX XXXX XXXX  XXXX '' and there was " no one higher up than him '' I asked for the corporate number or number of his XXXX in the XXXX main location for Capital One and he said " There isn't XXXX '' then he said " I can't give that to you '' I even asked for the CEO name and he even said " I can't give that information to you ''. 'XXXX XXXX was quite rude and said the website has the corporate phone number but he eventually got it for me when I asked again. There should be a law on the number of late fees allowed on the credit card, and a law on notices sent to dispute these late fees instead of the outsourced building that takes calls giving wrong information. My cards were in GREAT standing for at least XXXX years straight until this incident. I went on the internet before sending this to find out contact information on the CEO then coincidently I found out that there was an article XXXX XXXX XXXX about even the CEO violating anti-trust laws on the month of XXXX which is the SAME day my account stated it was having issues, I can't even find a company to trust with compassion and integrity when it comes to lending. I would like a refund of these late fees due to fraud and a payment plan to pay off the remaining balance so I can pay it off and never deal with them again!!!!

Company response to consumer: Closed with explanation