Consumer complaint received 2015-07-17
Company: CAPITAL ONE FINANCIAL CORPORATION
State: VA
Product: Credit card
Issue: Delinquent account

Complaint:
I live in the state of VA and was unexpectedly hit with personal property taxes and only had 3 weeks to pay by the time I received the notice by mail. I was not prepared for this as I have not lived here in over 10 years. In order to resolve that issue some bills where not paid on time .. which would include the credit card for which I have the complaint with. My account is up to date and even though my payment was late it was not 30-60 days past due which is what they reported on my credit which had a very significant impact and I am currently trying to improve my credit in order to be able to buy a home. When I called them to discuss this and requested that they show me a courtesy of removing the delinquency from my credit as my account was paid and is up to date and this was the only instance for which I was late, as I always pay before my due date. I was told that they can not remove the delinquency from my report as they have no way of reversing the report they submit to the credit bureaus. I informed them that I have spoke with the credit bureaus and know that they can electronically respond to my dispute I made with them the previous day and the credit bureau stated once they receive that response it will up date immediately so if I need it removed soon to contact the company directly. So again the agent continues to repeat annoyingly over and over we can not change what we submitted unless we made the error. They proceeded to tell me if I had a dispute I would have to file it with them personally in writing and mail it to their dispute center and wait for them to review and make a decision which will take 30-60 days maybe up to 90 days. I kept explaining that their negative report affected me within a minute of them reporting it and can just as easily reverse it, if they would be willing to extend me that courtesy, however, they would not. I asked for another supervisor as the one I was talking to kept talking over me and saying the same thing over and over, she then placed me on hold for 15 minutes when another woman came on the line I explained the situation yet again. She stated well since you admitted to being a little late there was no error on our part, I said a little late is not 30-60 days delinquent but irregardless I was simply asking for a one time courtesy since I have never had a late payment ever and as a matter of fact they were always paid early. She agreed that this has never happened before on my account but still continued telling me that I would now need to submit my complaint in writing and mail it to them, even after I told her that I filed a dispute with the credit reporting agency and all they need to do is respond. When I mentioned I was filing a complaint with CFPB she then stated now I have to transfer you to the president line and immediately did so, and where I got a voicemail asking me to leave a name and number and a brief description of the issue. I only have 2 weeks before I loose the opportunity to refinance my vehicle from 12.99 % to 1 % and they are the only thing holding that up and the smallest account I have and giving me the biggest issue.

Company response to consumer: Closed with explanation