Consumer complaint received 2016-02-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: CA
Product: Credit card
Issue: Billing statement

Complaint:
Capitol One MasterCard Statements are lacking proper and minimum disclosure of pertinent information and in my opinion have unacceptable and possibly illegal business practices as the deception is clearly intentional. Other major credit card companies have this information on them and for good reason, Cap One does not. 
Lack of proper disclosure of this particular information directly triggers a charge of a high monthly late fee {$35.00} and an increase in rate to nearly 30 %. Due to this and the obvious and evident outrageous attempt of Capitol One to keep hidden select data ( when a Past due is occurring ), it is clear that this lack of disclosure and the corresponding customer service training has been intentionally engineered to originate revenue from unknowing credit card holders at the expense of the client with their credit rating ( 7 yr derog ) in balance The information in question that has been intentionally hidden on their statements, in their email correspondence and on their website is as follows : A reasonable person would not be able to ascertain, even with all statements in front of them and emails, a ) if they were delinquent currently, b ) how much was delinquent c ) the date the past due amount became delinquent. Additionally, the Customer Representatives at Capitol One are most certainly trained to " wash over '' the subject as complaints come in, it was very obvious that the Supervisor XXXX ID # XXXX got these complaints all day long and I brought that up on the phone. She agreed. Phone calls are recorded at Capitol One. I had to ask simple questions as to whether or not, and when, delinquency notices were sent 4 or 5 times and got different answers each time and got the same run around with almost every reasonable question. At the end she finally agreed that they do not send past due notices and that the reason the pertinent and furthermore misleading information was not on statements was due to the fact that they feel they have provided proper notification of delinquency by simply changing the color to red on the top bar of the statement ( still without the words " Account is past due, Amount Past due, dates ... on statement, emails, web ). Later, I spoke with her superior who was present on the call with her ( he talked over her ), XXXX, ID # XXXX. 
These are my requests : Please have Capitol One add on the fine print in their statement the CFPB complaint contact information. 
Please have Cap One put the words " Amount Past Due '' and the respective past due balance on their statements ( when an account is past due ), in their email correspondence and on their website for account holders. 
Please have Cap One put the words " Account is Past Due '' where/when applicable on their monthly statements, email correspondence and on website clearly and without ambiguity in top left quadrant of statement ( where the red bar is ). 
Please have Cap One reword their emails with email statement link to read " Account Past Due '' and Payment Due Now and Amount to bring current '' in the text portion of the monthly statement emails when an account is past due. 
Please have Cap One send out delinquency notices when an account is at least 30 days past due via email and through the mail. Not Statement emails, separate notices that specifically read " Account past due '' and the amount needed to bring account current. 
Over limit Notifications : All of the above, please have Cap One also disclose as outlined above whenever there is an over limit occurrence and it should be generated the day the overage occurs. 
Rate Increases : All of the above, please have Cap One also disclose as outlined above whenever there is a rate increase and the notice should be sent/emailed the same that that the increase takes place. ( Just like with mortgage loans! ) Again, please protect us from these intentionally deceptive business practices of Cap One.

Company response to consumer: Closed with explanation