Consumer complaint received 2022-06-09
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
On XX/XX/XXXX, I personally telephoned Capital One Financial to request assistance with placing my MasterCard account in a hardship program before falling extremely behind and past due. I certainly did not want to accrue unnecessary interest and finance charges especially while I am going through a very difficult time and such a severe financial hardship. I spoke to XXXX and carefully explained all of my details about my personal problems and issues that I have been experiencing and I hoped that just once Capital One would do the right thing and put people over profits but I was wrong. XXXX refused to help me claiming that there are no such financial hardship programs available that I could be enrolled in. I requested a different representative and was XXXX transferred to XXXX who basically said the same thing and claimed that my account can not be placed in any such programs. I requested a supervisor and was XXXX transferred to XXXX and after carefully explaining all the details of my personal problems and financial issues again XXXX claimed that my account does not qualify for this sort of account and that they do not offer these sort of specialized accounts and that I should call back on XX/XX/XXXX, to see what available programs or accounts that I might qualify for. I seriously do not understand the lack of prompt and professional attention and/or the lack of assistance. 

I explained that my husbands social security was reduced drastically because they feel he was overpaid {$91000.00}, and they have deducted a huge amount from his monthly payments. My husband filed an appeal and request for reconsideration in XXXX, XXXX but has not received a reply or decision. It did not help that previously my husbands workers compensation payments were reduced {$400.00} per month. Due to the pandemic my second job and huge second income was completely lost due to the New York State mandatory closures and shutdowns. 

In XXXX during the pandemic our landlord of 18 years advised us that he was selling our home. He promised to help us with all necessary moving and relocation expenses but unfortunately reneged once he was given the costs for a moving company and all expenses for moving and a storage facility. He also reneged on the deposit for the new rental and the return of our security deposit. He made our life a living XXXX shutting off the electricity and the water making it impossible to live and stay there. It was also extremely difficult to find a new place to live with all the mandatory closures because of the pandemic. 

To add insult to injury my husband was diagnosed with XXXX in XXXX, XXXX. The monthly doctor appointments and testing is not cheap and sometimes my husband has to make a decision whether or not he will keep the appointment or pick up his medications and it is extremely difficult to watch my husband suffer so and there is nothing I can really do about it because we do not have the money. It truly hurts to see him suffering without his medications and his XXXX treatment. 

In XXXX, XXXX our oldest son was driving his younger brother and had an accident and they were both rushed to the emergency room during the pandemic. We thank God that our boys did not suffer any serious injuries or problems and are safe and sound. Unfortunately my husbands truck was a complete loss. This only added to our stress and aggravation because we do not have any money to replace my husbands truck that was paid in full and had a great deal of aftermarket accessories. 

In XXXX, XXXX, our oldest son was operating my Mother in laws vehicle and was hit into the wall, spun around and hit the guard rail. The car that hit him took off and our husband was taken to the hospital for observation and released. Thank God he walked away again without a scratch. Unfortunately this accident caused a great deal of stress and aggravation because it was my mother in laws car and was a total loss. My Mother in law is in a fixed income and does not have the finances to purchase a brand new car. 

These are just some of our issues and problems and with the loss of considerable income from him and I, it just makes it that much more difficult to live and survive. Every month for the past three years the Internal Revenue Service automatically withdrawals {$50.00} from my account to pay our old tax bill from XXXX and we still have to address our new tax bill that is also owed. 

We applied for help with numerous state and government agencies but once they look at my income they think I make a windfall of money but yet we can not afford the current market rents of over {$2700.00} to {$3500.00}. 

Its truly embarrassing, demoralizing and agonizing that we never asked anyone for help with taking care of ourselves or while raising our XXXX boys and now that were much older and actually need this help that were simply turned away. Its certainly not right or fair and I cant believe that Capital One would not lift a finger to help us or direct us to the appropriate department or division that can help us with setting up our accounts with automatic minimum monthly payments that we can afford with XXXX interest rates, like other creditors have done for my husband these past year and half.

Company response to consumer: Closed with explanation