Consumer complaint received 2022-07-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: GA
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:
On XX/XX/2022, on or about XXXX EST, I went online to make payment on my Capital One CC account. And I was able to accomplish the payment, as it immediately displayed on screen. 

However, I noticed that there was a late fee of {$29.00} applied to my account. It is important to note here that under normal instances, my monthly payment is due on theXX/XX/XXXX of every calendar month. However, it is further important to note that the USA is in celebration of theXX/XX/XXXXfederal holiday on such date. And as such, I was traveling on the road along with a great deal of Americans.in the midst of the XX/XX/XXXX holiday occurrences. In fact I suffered an emergency situation whereby my vehicle 's battery became dead and I was in distress on the road. Moreover, I used my Capital One CC to gain XXXX service in order to gain a replacement battery which is clearly shown as the last transaction on my account on that date, XX/XX/XXXX. As well, it was duly viewed as a successful transaction on my account by the specialist. Thus, I mentioned all of this to announce that I called Capital One to discuss the waiver of the late fee because ( 1 ) the federal holiday should be observed as a reason to waive the fee and ( 2 ) I had extenuating circumstances in the form of an emergency which prevented me from being at home where I always make payments on my account. To consider a payment on the XX/XX/XXXX, a federal holiday in USA was not in the scope of conducting business as usual. 

Nonetheless, I was advised by XXXX, the initial account " specialist '' that I was not " eligible '' for a waiver since I am allowed one waiver per year. Personally, I do not recall a waiver in previous months. Yet, I explained that in this case, as a long standing customer with no history of persistent late payments, there should be no reason to discourage that relationship. However, the specialist indicated that " the system '' would not allow her to do so. At that time, I requested a supervisor or manager who could override her restraint. Accordingly, my call was said to be transferred to XXXX, a so-called senior acc't specialist. I found no success with XXXX, as she was very rigid and non-empathetic by exhaustingly verbalizing the " policy '' and options to avoid future late fees with absolutely no resolve. Moreover, when attempting to explore how to make written complaint for this refusal and denial to resolve a late fee which will impose an unfair late fee notice to the credit bureaus, negatively effecting my credit and also increase the illegitimate gain of enrichment to Capital One as interest is incurred unfavorably against me, XXXX gave me more robotic double talk yet again about taking automatic payment options and other non-useful resolves in my particular case where an emergency on a national day of celebrating independence and freedom prevented me from considering a payment that would have otherwise been made upon review of my payment history. It is egregiously unfair that Capital One would allow this late fee which is not commensurate with other banking institution i.e. XXXX who have dismissed such charges as overdraft fees and late charges on their consumer accounts. I am requesting that CFPB step in and help to support me in making this a fair resolve whereby this late fee can be waived, as legitimate reason applies to do so. To further add to a disconcerting issue by tarnishing my credit and gaining unfair enrichment is not in good faith for any business in the interest of consumer/customer satisfaction. I prefer to think that CFPB will seek to protect my consumer interests and look forward to the bureau 's contact.

Company response to consumer: Closed with explanation