Consumer complaint received 2020-01-21
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
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:
Hello, I have had an account with capital one. The account is a credit card account. The account number is XXXX. I am enrolled in automatic payments for my card account with Capital One. I have not received any statements via electronic means or via the postal service or any other mail service for at least a year. This has never bothered me because the account has been on automatic payment for as long as Ive had it open. 

Specifically, I am enrolled such that Capital One is instructed to debit minimum amount due from my checking account each month. On XX/XX/2019 an automatic payment was devoted from a checking account and according to Capital One, the payment was returned on XX/XX/XXXX. I received no notice of this returned payment, nor did I receive statements in the mail. This is, according to capital one, due to my having signed up for electronic delivery of statements. When I asked the first agent to whom I spoke on XX/XX/XXXX, the agent said your email address isnt in our system correctly and it is a lot of garbled text. When I asked what this meant, I was told that the statements would not have been delivered to my email, which I can confirm as I myself have received no correspondence of any kind from Capital One. As I understand electronic delivery, statements notifications are by policy sent to email. While the statements are obviously not attached to email, the notification is the event that would trigger the recipient to log into the system to read the statement. Similarly, other notices pertaining to the account are to be delivered electronically. Neither of these occurred. The bank has not sent a statement to me via mail and has not sent postal mail of any kind, either. I checked the Statements and Documents delivery area via the Capital One online portal and I see two statements, neither of which have any indication that an payment amount of any kind was returned as unpaid. There were no separate notice documents of any kind other than statements in the online statements delivery portal. I was not notified at all of a returned payment. 

This should not have had an impact on me, of course, because as I stated previously, my account is enrolled in automatic payments specifically for amount due. When the next payment date occurred, another automatic payment was successfully debited from my checking account and applied to the capital one account. However, according to capital one, the minimum due payment that their banking system automatically generated was less than the minimum amount due and resulted in my account being over thirty days past due  despite no notification being sent to me. In fact, the bank has described to me a situation that they or their banking system caused, and that the bank did not notify me of, and whose payment system ignored. This has caused significant damage to my credit report, and it is pure bank error. This is highly concerning due to the multiple layers of failure to perform their duties. I received no statements. I received no notification of a payment failure. I received no telephone calls, no email, no postal mail communicating that my account was past due. In Fact, the bank even automatically debuted my account for a payment below the  minimum due in conflict with their instructions. Ive received no statements of any kind. No notification of a returned payment. 

I called capital one and spoke to the first employee noted in the above writing whose identification is Employee 1 : Employee ID XXXX I then spoke to Employee 2 : Employee ID XXXX ( Supervisor. ) This person agreed to notate the above information in my account and provided me mail addresses for disputing the banks findings. When I asked for the agent to read me the notes she placed on my account, she initially refused, and I insisted. When she read back the notes, the details of my complaint of the banks errors was omitted entirely by the agent, and when I asked her to correct the notes of the call and enter the details we discussed in full, she accused me of arguing with her, and then claimed that she would enter the rest of the notes. 

I am astounded at the failure of capital one to properly document my account, failure to deliver statements, failure to notify me of a late payment, and refusal to help a customer whose reputation they have damaged due to their own series of grave errors. And they have done this over a balance of XXXX XXXX dollars. 

I have mailed this information to the following dispute departments at capital one : General Inquiries XXXX XXXX XXXX XXXX XXXX Credit reporting XXXX XXXX XXXX XXXX  XXXX General Counsel XXXX XXXX  XXXX  XXXX, XXXX, VA XXXX Please assist me with receiving the help from Capital One. I have received no help.

Company response to consumer: Closed with non-monetary relief