Consumer complaint received 2020-12-02
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
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:
After taking up this firm on an offer for 0 % balance transfers last year XXXX XX/XX/XXXX XXXX, I had noted in my personal notes when that offer would expire which, unlike most of your offers that Id experienced, was 12 months from acceptance ( most of the offers I remember from Capital One were for 18 months ). Unfortunately, I simply transcribed the offer into my calendars as if it were 18 months, not 12. These days, with all of our busy schedules, I simply made a transcription mistake and I own that. I also own that the customer is responsible for keeping track of such things. 

But I also have never had an issue quite like this with Capital One in years and years of card membership, since XXXX, and was hoping for a little leeway and sympathy especially because I offered to pay that balance off immediately. Sadly, that was not the case. 

When I called in to your call center in XXXX of this year, even with full knowledge of COVID taking its toll on most folks finances mine included your representatives were most unhelpful. I was first told that no exception could be made for the {$71.00} interest charge because I had called in a few months earlier and gotten a credit for a late fee. This credit was granted not through any fault of my own, however. The card was set on autopay, to pay the interest-avoiding balance. However, your software contains a flaw wherein the app can not always seem to be configured with this convenient option. So this credit was through Capital Ones own internal systems error, not my own oversight. 

When I explained this for over an hour to both the initial call center person and then even after I spoke to a manager, I was granted absolutely no leeway. I was given nothing NOTHING even though Ive been a cardmember for years and have given Cap One plenty of business. Due to this treatment and extreme rudeness on behalf of your call center folks, and lack of basic human decency, my business will never again go to Capital One. 

On top of that, I notified them that I would not be responsible for any of the late fees, current balance, nor interest charges currently on the account. 
I show : XXXX -Interest Charge on Purchases : {$2.00} bill was set to autopay in full -Past Due Fee : {$25.00} XXXX -Interest charge on purchases {$71.00} this was connected to Bal xfer XXXX -Interest {$0.00} Total : {$98.00} I will not be responsible for this not because of contract or the agreement, but simply because of the rudeness of your representatives, lack of benefit of the doubt, and insane amount of valuable time wasted trying to clear this up. I find it laughably ironic that your online welcome page even says, Were here to help our customers during COVID-19. Now that takes some balls. 

I am saddened that I even have to write this letter. I know to you, XXXX bucks probably isnt worth it. But to me, it is, and further the amount is not the point. I am a reasonable person and would have taken a reasonable solution no problem. But this treatment and the associated headaches mean Ill never do business with Capital One again and will not be responsible for any current balance outstanding on the card unless this is rectified ex post haste. 

After receiving Cap One 's XX/XX/XXXX response letter, I again called customer service, again spent unnecessary hours on the phone, again spoke to a manager, and was AGAIN told there was nothing they could do except waive a {$1.00} interest fee. I purposely try to avoid fees and was willing to own any fees/charges I accrued from when I called back to the initial date interest started to accrue. This offer was rejected, and rejected again. The {$1.00} fee waiver was a joke and no indication that my financial relationship with Capital One was simply not important to them. I also know that " manager '' of a call center is not the ultimate decision maker here, and was never connected with someone who was, despite being polite and requesting and explaining my case. If it wouldn't hurt my credit, I would've canceled this card already. 

Then, despite sending multiple letters of protest and asking for a resolution, I never got one, so I withheld payments, thinking that maybe THAT would prompt something. Instead, they reported my payments as late and hurt my credit - this for a nearly decade long client. That's indefensible. 

I am thoroughly disgusted with these people, and they owe me the above-mentioned fees and interest as far as I'm concerned. This is not about law ( a CC contract ), but equity, and good customer care.

Company response to consumer: Closed with monetary relief