Consumer complaint received 2018-08-06
Company: CAPITAL ONE FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
In XX/XX/XXXX, there was a fraudulent charge on a dormant credit card under my wife 's maiden name ( XXXX XXXX ) that had been dormant since XXXX when we were married. I discovered this charge in XX/XX/XXXX when I received a letter from a debt collector. I called on my wife 's behalf and disputed the charge. It was a {$35.00} charge that had accrued {$130.00} total in charge + late payments. I spoke with capital one on the phone for a few hours, and they investigated it as a fraudulent charge. They awarded in our favor and in XX/XX/XXXX I received a letter stating that they awarded in our favor. In XX/XX/XXXX I received a letter that stated that the account had been closed by consumer. I had received phone confirmation that everything would be taken care of, including the late payments reported. On XX/XX/XXXX, I began speaking with a mortgage broker in order to purchase our first house. He ran our credit, and discovered that mine was a XXXX, and my wife 's was a XXXX. There was a reporting from Capital One that we had late payments of over 120 days. He stated that if I could get a letter from Capital One stating that there were " no late payments and the account has always been paid as agreed '', he could re-score her credit and it should be at XXXX. So, we are offered an interest rate of 4.85 % instead of 4.65 % and our PMI doubles because of our lowered score. This report should have been sent to the credit bureau no later than XX/XX/XXXX, but Capital One neglected to do that. 

So, both " XXXX '' ( my wife ) and I have spent since XX/XX/XXXX every day on the phone for at least 3 hours  asking for this letter. We were promised on XX/XX/XXXX, that it would be 24-48 hours before we could receive this letter in a fax. On XX/XX/XXXX, we were told it had not been 48 hours, so we should wait. On XX/XX/XXXX, we were told that they did not tell us the truth and it would actually take 10-30 business days, but they refused to tell us what the letter would say when we received it. ( It could be exactly what they have previously sent which our mortgage broker told us means nothing ). On XX/XX/XXXX, we reached the Executive Resolution Department who promised us we would have the letter soon, and he would work on it that night. We should expect a call from him one XX/XX/XXXX. On XX/XX/XXXX, after several hours of trying to even be transferred to this person we spoke with the previous day, we were told he was at lunch. We waited an hour, called back, and were told he was in a meeting. We kept fighting and miraculously he came out of the meeting to speak with us. He made promises to get us the letter, but they were open ended. Once we finally broke through to get an actual timeline of when we could receive this letter, he said 60-90 days. We asked for his manager, and he said his manager would call us in 24-48 business hours. On XX/XX/XXXX, we called Capital One and were put in touch with the Fraud Department who told us that they could not speak to us at all. They tried to transfer us to the Executive Resolutions Department who was closed. This should have been handled in XX/XX/XXXX, but they didn't handle it. I need it fixed or I lose this house.

Company response to consumer: Closed with explanation