Consumer complaint received 2017-02-03
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I want to thank you in advance for your assistance. I am so fed up with Capitol One it 's not even funny. I have been working on my credit for over a year to raise my score in order to be able to qualify for a home purchase. A few months ago I established a Capitol One Bank credit card so that I could establish more credit. Everything was fine and good until I never received a bill from them. 

Because I never received a bill from them I attempted to call them. I attempted to call them with both numbers on the back of the card. Every time I tried calling them, I would never get to a representative, i would get hung up on, or sometimes I would be transferred to some XXXX representative. Well today after still not receiving a bill and not being able to contact them I tried one more time. I was not satisfied at all with the entire process. Capitol One is reporting me 30 days late. When I called today I decided to record the call so that I had proof of the craziness and arduous process one has to go trough to get to capitol one. 

When I called the number on the back of the card, I could not get to a representative. I had to repeat myself multiple times for the machine to recognize my request. Even after I was FINALLY able to speak to a representative, I almost hung up because after they answered, no one was on the line for nearly 20 seconds. I had to say Hello many many times before the representative XXXX finally answered. Once he answered things did n't get better ... 

When I spoke to him he admitted that he did n't have my address but he also would n't tell me what address he had on file for me. He said it was a security precaution even though the system verified me before speaking to him ... When I told him my problem he did n't care and said he could n't correct the late payment reporting because not getting a bill and not being able to contact them was not a reason to fix it ... That is a lie. I own a XXXX myself and I know that I ca n't simply send someone to collections or place an account in delinquent status if I do n't bill them first. Instead of helping me he decided to transfer me to a supervisor. 

The supervisor was no better. I will attempt to shorten this as I am running out of space but essentially she agreed that they did n't have my address at first but now they do. She said she would submit a dispute on my behalf to the bureaus.. I told her why would she do that when I could do it myself. What I wanted to know is if Capitol One would remove the late payments as they have n't billed me and I am unable to get in contact with them. She said she could not remove the late payments because they did n't control credit reporting but the credit bureaus did. I know that is a lie and I told her I knew it was as credit bureaus do not control reporting rather they are keepers of information. She then said that they do n't simply push a button in order to report or not report. I told her I knew that was a lie too as companies send their reporting to the bureaus electronically. She still would n't agree to remove anything even though they know I never got a bill since they did n't have my address. Even after attempting to pay them they still were giving me trouble! They could n't accept my debit card for unknown reasons! If I did n't have my checkbook I still would n't be able to pay them and would probably have more late payments reporting. 

In other words, I 've never received a bill, I ca n't reach them until today, even when I do reach them, it takes 30 seconds to respond which almost causes me to hang up. They do n't have my address, they blatantly lie to me about credit reporting procedures, they ca n't even accept my legitimate XXXX debit card for payment! How is this fair or a legitimate business practice? If they ca n't remove these late payments that stem due to no fault of my own, my credit will be ruined. Help me!

Company response to consumer: Closed with explanation