Consumer complaint received 2018-03-14
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Since my business is located in the XXXX XXXX I was affected tremendously by the hurricane Irma last XX/XX/XXXX. I was told by a friend that credit cards companies were helping people in Florida that suffered financially due to this natural disaster so, I called Capital One and asked them if they were offering any help to consumers in Florida that were affected. I was transferred to the department handling the program and I was offered no payment, not late fee and no penalty for the next three months which included XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I then asked the representative if they were going to report to the Credit Bureau that I was not making payments because I did not want my credit to be affected, she said that because I was in the program they were not going to report that. I called several times after and spoke with different representatives because I wanted double check how the program really worked and I also wanted to make sure that my credit was not going to be affected. All of the times I called I was told that my credit was not going to be affected because they were not going to report any late payments to the Credit Bureau because I was approved to be in this special program. In XX/XX/XXXX when I received my bill I noticed that my minimum payment went from approximately {$68.00} dollars to {$180.00} so, I called Capital One in XX/XX/XXXX to inquire about that and because the representative I was speaking to was not familiar with the program I was approved to be on I asked to speak with a supervisor. I was transferred to XXXX, ID # XXXX and according to him in the first month after the program ended I was supposed to pay for the current month ( XX/XX/XXXX ) plus the months of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to what I asked him, what was the help they gave me if after the three months were over I was going to come up with money equaling 3 months of payments. To make things even worse during the month of XX/XX/XXXX they reported my account as delinquent to the Credit Bureau so my Fico Score went from being a good XXXX to a low XXXX, when I asked him why they reported my account as delinquent he said that I was supposed to make minimum payments during XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I explained to him that I had called several times and spoke with different agents when I was enrolled in the program because I wanted to make sure that I was not going to have to make payments during those 3 months nor I was going to be reported to the Credit Bureau and all those times I was informed that my credit was not going to be affected since they were not going to report any late or no payments during those 3 months. I asked him to transfer my call to a supervisor from the department that handled the program since I spoke directly to them originally but he said that I could not be transferred. He said that if I wanted he could file a claim with the Credit Bureau to dispute the information that was reported by them. I said to him What is the purpose of me opening a claim to dispute that my account was reported delinquent as a mistake from Capital One if when the Credit Bureau contact Capital One to verify this information they are going to say that the account was in fact delinquent because I was supposed to make minimum payments during those 3 months? He said that he could not do anything else so I told him to file the claim. He explained that in 10 days I was going to receive a letter from Capital One about this dispute and that it was going to take 60 days for the Credit Bureau to update my records. I was supposed to receive their letter by XX/XX/XXXX and to this day I have not received anything yet. My Fico Score is now in the low 600s because after I made my payment in XX/XX/XXXX the account went from a derogatory status to a current one but because the delinquent information is still in my report my Fico Score has not gone up to the XXXX that I had before. The purpose of this claim with you now is to have Capital One removed the delinquent record from my account since that was never explained to me and also to report that they never help me during those 3 months since in XX/XX/XXXX I had to make up payment for all those months I was enrolled in the program.

Company response to consumer: Closed with non-monetary relief